Kell S.
Google
Hotel Arts Kensington has sadly become a hotel that trades on its reputation rather than its current reality, and this stay was deeply disappointing for what was meant to be a special Christmas break. Given the price point and the “luxury boutique” positioning, the failures in communication, basic cleanliness, and service culture were simply unacceptable.
Stayed for a Christmas staycation in late December 2025 after choosing not to travel to the U.S., having stayed at the property several times previously. Booked a higher‑end suite at roughly $300 per night, expecting a polished boutique experience consistent with past visits and with how the hotel continues to market itself.
Instead, encountered a combination of uncommunicated disruptions, tired facilities, and indifferent service that made the stay feel more like a cut‑rate roadside motel than a leading boutique hotel.
Lack of communication and closures
There was active construction immediately adjacent to the hotel that directly affected access and generated noise, yet none of this was disclosed at booking or prior to arrival, despite the obvious impact on guest experience.
Key services were unavailable or curtailed without advance notice, including Oxbow and, more importantly for us, the lounge/lobby bar that doubles as the breakfast space, even though the hotel’s public materials still highlight these amenities as core parts of the experience.
On the evening of Tuesday, December 23, we specifically planned to enjoy a quiet drink and light meal by the fireplace, only to be refused service at about 7:20 p.m. because “last call” had already been called and the lounge was closing at 8 p.m., despite several other guests still seated in the area.
Room condition and cleanliness
While our suite was spacious and the bed itself very comfortable, the overall condition felt worn and neglected, with a broken toilet handle, a leaking rainforest shower head, and hot water that took several minutes of continuous running to arrive.
Soft furnishings were not at the level expected of a luxury property; the couch felt like something salvaged from a basement, usable only after propping it up with bed pillows.
Cleanliness was the most troubling: heavy dust on surfaces and behind the television, dust on the Bodum kettle, and visible debris and staining on the desk chair, all of which point to systemic issues with housekeeping standards rather than a one‑off miss.
Public areas and housekeeping standards
Basic housekeeping of public spaces was similarly poor, with room service trays and garbage left in hallways for over 24 hours and thick dust visible on picture frames, stair bases, and light fixtures in the entry area.
For a small, design‑driven boutique hotel, these are not “little things”; they are fundamental indicators of whether management is inspecting what they expect and whether anyone on the leadership team is walking the property with a critical eye.
At the rate paid and considering the way the hotel presents itself online, it felt as though the operational standards now lag far behind both the branding and the price point.
Service culture and management response
Throughout the stay, the dominant tone from staff was indifference rather than hospitality: refusing bar service well before closing, failing to proactively explain closures, and leaving guests to discover limitations only when they were already inconvenienced.
After reaching out via the hotel’s text platform, in person, and finally by phone with the Director of Operations, the response was a generic “by the way” message about closures and a lukewarm “hope you’ll give us another chance,” with no real ownership, apology, or attempt to make things right.
Having stayed here several times in the past and once held this up as one of Calgary’s finest boutique options, it is disheartening to see how far standards have slipped; at this point, even budget chains appear to execute the basics of cleanliness and communication more consistently.
