Residence Inn by Marriott London Kensington — Hotel in London

We have recently stayed in the Residence Inn by Marriott in London, Kensington to visit family that live close by. The location of the hotel is exceptional, everything is close-by including a supermarket and nearby shops within a short walk. However, the hotel fell short with their services. Firstly, the cleanliness of the room was beyond disappointing. We have asked the staff at least three times to inform housekeeping about the messiness of the room, in terms of dust and leftover food and cutlery from past tenets staying in the room. On the first try, during a phone call made to the front desk, we have politely asked the hotel staff to inform housekeeping to Hoover/vacuum the flooring of the room. As a response, the front desk staff informed us it was “not their job to vacuum the floor,” as they had a shortage of staff. However, it is not acceptable to blame the tenets about this issue. We had tenets who were severely allergic to dust and could not get to sleep throughout the first night staying at the hotel. We then went to the front desk in person to inform them about the dust/dirt that was still on the floor. We were promised first priority, but it was not fulfilled as housekeeping did not Hoover/vacuum the flooring. Because of this, we cleaned the floor using our own supplies, being wipes, as dust/dirt was still on the floor. On our last try as we were coming back from our outing, we entered the room while it was still being cleaned by housekeeping. In a short 10 mins they were done, but as of inspecting the room the floor was still not clean from dust. As the housekeeping was still on our floor, we asked politely for them to clean the flooring of our room, but we were met with attitude and a subpar service being given. Also, housekeeping entered our room while we were sleeping, early in the morning, because the hotel does not have a “do not disturb” feature. Secondly, the amenities of the room also fell short of our expectations. Complimentary water bottles, facial tissues, and shower gel were not refilled in a timely manner. We had to wash ourselves using shampoo because the shower gel was not refilled for three days straight. In addition, we asked for housekeeping to change our bedsheets in which they responded by saying they’ll change it another day. The next day came, and before leaving our room we saw housekeeping and requested again for our bedsheets to be changed. They were hesitant to answer as it was “not on their list,” which is just outrageous. Thirdly, as the front desk mentioned there was a lack of staff, we were welcomed by trainees and were serviced by them. When checking into the hotel, a trainee had transacted our credit card three times, which clearly shows the lack of experience on their part. We understand that in order to grow we must learn from our mistakes, however as a responsibility if an obstacle was met a supervisor must be there to assure that everything is...

The 4.0 out of 5 on Google is incredibly misleading. Check out the reviews on the Marriott app itself and you’ll see this hotel has one of the lowest of all Marriotts in London, and you need to believe it and not book here. You should especially not book here if you have status or if you will have any special requests. I’m a Titanium member, and this is the absolute worst I’ve been treated by any London Marriott and I’ve stayed at several. I understand special requests are not guaranteed but this hotel literally verified two separate requests multiple times and not only didn’t fulfill either but actually caused such a disruption in one case that scheduled events were missed. Poor customer service, poor management, poor treatment. And many, many tears because of it.

First, this hotel single-handedly ruined my family’s time in London due to their mismanagement. Before we checked in, I not only called but also verified when I arrived that at least one of the two rooms we booked (the most expensive room BTW) would be available for our party. I was assured that a note would be put in my reservation to make one of our rooms a priority. Instead, I sat in the lobby for two hours with my dog while 7 family members slept on one couch and one double bed (I checked in the night before to a different room). Then while I was assured I had a late checkout for that room, they had no record of it and I literally had to beg so my family wasn’t sleeping on the lobby floor.

The worst though, is the checkout day. I asked for one of the rooms to have a late checkout, and was literally assured twice by two different front desk staff members on two different days. However, less than an hour after being told that we had a late checkout, my brother and his children, who were leaving for a museum, got a call that they were being kicked out of the room, and he had to move 8 peoples’ bags, suitcases, food, etc. He missed the museum to deal with it - and they couldn’t explain why they had not once, but twice messed up our accommodations. (Yet, while I sat in a lobby for two hours - titanium member - the managers are bending over backwards for the people behind us, even though we had a late checkout).

This hotel is not nice enough, not clean enough, not in a good enough location for the absolute awful management. I’ve cried multiple times, my families vacation has been terribly disrupted, and we’ve received no explanation…but hey, they gave us some chocolates, so who cares that we spent a lot of money for incredibly terrible treatment.

Thanks for ruining our time, and creating terrible memories. This was the absolute worst hotel in London. I recommend Marriott County Hall, Sheraton Grand, Renaissance St. Pancras…literally...

I recently stayed at the residence inn during my first trip to London, and unfortunately, my experience was not the best. This isn’t about the hotel but more so an isolated incident. Besides this incident everything else was fine, but due to this I won’t stay here again.

When booking, I selected early check-in and even called ahead to confirm, understanding it wasn’t guaranteed but trusting they’d try their best. My 9 hour flight schedule left me no choice but to arrive early, so I showed up at the hotel around 10:30 a.m. I was informed that my room wouldn’t be ready until the standard 3 p.m. check-in time, which, while disappointing, would have been understandable if handled consistently.

However, during the hours I waited in the lobby, I watched multiple families and groups check in before 3 pm with no issues at all. A friend of mine who lives a few hours outside of London also booked a room so she could spend that evening and the following day with me in London and show me around. She got there around 1 pm and was able to get a room as well. The only apparent difference between myself and these guests (my friend included) was that I am Black. This left me feeling discriminated against and deeply uncomfortable.

This incident not only made me feel unwelcome but also ruined what should have been an exciting start to my first trip to London. I am appalled by this treatment and will not be booking here again. I expect better from a hotel, and I hope no one else has to experience what I did.

I did bring this to their attention and the staff were not as bothered about my experience with the exception of Miho who apologized, explained what was happening and tried to get me the next available room. (The explanation was that because I’m a Marriott member they upgraded my room and the new room wasn’t cleaned as yet) He then shared that he’d put in an urgent request to have my room cleaned and that it would be ready in 10 minutes.

Also I went to breakfast one morning and the staff near the entrance to the restaurant area asked my room number but I didn’t see her ask anyone else this question, which left me feeling like they assumed I wasn’t a guest. It was very odd but I didnt think much about it until now.

Besides that the staff were courteous, breakfast was typical with a wide range of options and the rooms were clean. I did have a few minor issues but within 5 mins of talking to the front desk, someone was at my door to address it.

Location was prime, a 10 minute walk to the tube and close to restaurants and shopping. There’s also a Tesco (supermarket) just opposite the hotel for convenience items. I took Ubers a few times to the WestMinister area near all the attractions and they were...