CoDublin
Google
||We have stayed at The Kensington over many years and it has always been our preferred hotel when we stay in London. ||||Unfortunately, our recent stay at the hotel did not match our previous experiences in a significant way. There were many things that happened during our stay that would never have happened previously, starting with the absence of a welcome drink on arrival. Our room was not ready when we arrived at 2pm and the receptionist said he would telephone us when it became ready. Unfortunately, no call was received so, unprompted, we returned to the hotel several hours later. ||||There was no turn- down service with complimentary chocolate as had usually been the case previously.||||The toilet seat in the bathroom was broken on arrival, and, although a repair was attempted, it still did not function perfectly.||||The light in the wardrobe turned on spontaneously during the night waking us up on several occasions.||||We had initially booked breakfast for 3 mornings but cancelled this when we checked in and also during our stay. Despite this, when we checked out, we were initially charged to 2 breakfasts although this was subsequently taken off the bill. ||||We requested that our invoice was emailed to us. Unfortunately this was not done and required a subsequent call to obtain the invoice. We then discovered that we had been overcharged and are awaiting a refund for this. We also found that that a "discretionary" service charge of 5% had been added to the bill without discussion.||||Our past experience with the Kensington was facilitated by an excellent, friendly service from staff, often with emphasis on the hotel’s Irish connection. Unfortunately, our recent experience suggests that this no longer appears to be the case. ||||We have always enjoyed staying at The Kensington but unfortunately it is unlikely that we will return again.
