Holiday Inn Kensington High Street
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Customer Reviews For The Holiday Inn Kensington High Street


Address: Wrights Lane, Kensington, London, England, UK, W8 5SP
This hotel has averaged a score of 3.8 out of 5 by 7784 past guests
>>>Booking.com (average customer rating 4 out of 5 from 6046 reviews)
>>>Tripadvisor (ranked 499 of 1129 for Hotels in London and rated 3.5 out of 5 from 1705 reviews)

01/10/2019
Rated 4.4 out of 5 :
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30/09/2019
Rated 4.0 out of 5 :
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30/09/2019
Rated 4.2 out of 5 :
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29/09/2019
Rated 3.4 out of 5 :
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27/09/2019
Rated 4.0 out of 5 :
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26/09/2019
Rated 4.4 out of 5 :
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26/09/2019
Rated 5 out of 5 :
Stayed at this hotel last year and had a good experience so I decided to come back this year. Hotel is in a prime location - just a minutes walk to Kensington High St and tube station. Staff are quite nice and always helpful and friendly - especially Pasquale who checked me in. He was very kind and professional and went out of his way to make sure our room and stay was perfect for us! I've never written a review on TripAdvisor however Pasquale's hospitality deserves some recognition. Thank you, Pasquale!
25/09/2019
Rated 3.6 out of 5 :
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24/09/2019
Rated 4.0 out of 5 :
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23/09/2019
Rated 4.0 out of 5 :
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23/09/2019
Rated 4.6 out of 5 :
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23/09/2019
Rated 5 out of 5 :
Two very helpful people, Ash and Saviana, did everything to make our stay run smoothly. Up grading our room when ours was not ready by checking in time.\n\nsorry management take so Long to reimburse holding cash on C/C.
23/09/2019
Rated 5 out of 5 :
I started going to the hotel as I temporarily didn't have WiFi in my flat and so came to the lobbies Starbucks and was serviced by the extremely friendly Ali. The guy always has a smile on his face, is nice and chatty and knows his clients personally. It makes such a difference to just share a smile and a chat. I now have internet in my flat but still come daily to Starbucks to do my emails and have a coffee just to see the friendly smiley face and chat with Ali. Hospitality at its best
22/09/2019
Rated 3.8 out of 5 :
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22/09/2019
Rated 5 out of 5 :
We stayed at this hotel from 16th September 2019 to 20th September. I would like to address various issues we faced.\nFirst, don't book there rooms by seeing there photos on the website and even on there website. Rooms are too small to accommodate even for two persons. And reception staff simply refuses the photos uploaded on there website by stating they are professional photos, cramped rooms. However on forcing them my room was changed thrice.\nSecondly and most important, we went for the breakfast at 9:30 and came back around 10\nWhen we opened the door there was a \
22/09/2019
Rated 5 out of 5 :
It was my third stay at this hotel and this time a very warm welcome was given to me and my son by Saviana.\nShe was friendly polite and very efficient. When I told her that the trip to London is a birthday present for my son she arranged a bigger twin bedded room for us and check- in was made possible at 2 pm already. \nThe room was very clean, well maintained and quiet. The bed was super to sleep in.\nThe hotel is very centrally located to all the sights either on foot (Royal Albert Hall, Kensington Palace, Hyde Park) or the nearby tube station. Good shopping facilities and restaurants and bars around.\nThe hotel staff is very helpful with all your problems.\nI like the Holiday Inn Highstreet Kensington and will definitely book it again next time and recommend it to my friends.
21/09/2019
Rated 4.0 out of 5 :
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20/09/2019
Rated 3.8 out of 5 :
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20/09/2019
Rated 4.0 out of 5 :
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19/09/2019
Rated 5 out of 5 :
some rooms are of adequate size, others are quite small and tight for 2 people. Relatively clean. Seemed to have be renovated within the last few years, with new bathroom and room amenities. Toiletries provided were of better-than-average standard. Beds were comfortable enough.\n\nReception was extremely polite and friendly, willing to store our baggage before our check-in time. Hotel staff were polite in the hallways.\n\nlobby was large and comfortable, with a small Starbucks as well. Nice small touch with some fruit-infused water in the lobby. Breakfast was okay. Lobby toilets (next to restaurant) were extremely clean and well-maintained! \n\nDoorperson deserves a specific mention - a lovely young man with a great open friendly attitude.\n\nFairly close to Heathrow Airport and the rest of London. A short walk to the Underground station nearby, which is attached to a Boots and Marks & Spencer.\n\nTip: remember to tell any taxi drivers you are staying at Holiday Inn on *Wright's Lane* as there are a few other Holiday Inns in the area.
18/09/2019
Rated 4.2 out of 5 :
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18/09/2019
Rated 5 out of 5 :
Hello Cactusjack90, \n\nThank you for taking time to leave us a review about Holiday Inn London Kensington High St. I am sorry to hear that you don't feel confident about the hotel.\n\nWe value your experience and your comments have been shared with our management teams.\n\nSincerely, \n\nGuest Services Team
17/09/2019
Rated 4.0 out of 5 :
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17/09/2019
Rated 4.4 out of 5 :
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17/09/2019
Rated 5 out of 5 :
Hello Dingly olivia G, \n\nThank you for taking time to leave us a candid review about Holiday Inn London Kensington High St. I am sorry to hear that you feel the customer service is a disappointment.\n\nWe value your experience and your comments have been shared with our management teams to help point out areas that need additional attention. Please note that I also sent a message to get more information.\n\nSincerely, \n\nGuest Services Team
17/09/2019
Rated 5 out of 5 :
Hello Lee M, \n\nThank you for taking time to leave us a candid review about Holiday Inn London Kensington High St. I am sorry to hear that you feel the breakfast and room layout is a disappointment.\n\nWe value your experience and your comments have been shared with our management teams to help point out areas that need additional attention. \n\nSincerely, \n\nGuest Services Team
16/09/2019
Rated 3.8 out of 5 :
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16/09/2019
Rated 4.8 out of 5 :
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15/09/2019
Rated 4.6 out of 5 :
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15/09/2019
Rated 4.0 out of 5 :
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14/09/2019
Rated 4.0 out of 5 :
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12/09/2019
Rated 4.2 out of 5 :
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10/09/2019
Rated 4.2 out of 5 :
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09/09/2019
Rated 3.8 out of 5 :
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08/09/2019
Rated 3.6 out of 5 :
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05/09/2019
Rated 4.4 out of 5 :
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04/09/2019
Rated 3.8 out of 5 :
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04/09/2019
Rated 1 out of 5 :
Booked a spa voucher for me and my friends.\nWhen we got there, the receptionist didn't have our reservations for the treatment booked, so we had to rebook. The spa facilities looked dirty, the Jacuzzi was very little and the steam smelled like pee.\nWhen we came second time for the treatments, we came 5 minutes late and they rejected our appointment.\nAlso very rude staff.\nNot recommended!
04/09/2019
Rated 1 out of 5 :
Located in the heart of London, near the tube and bus stops, with easy access to all what London has to offer. The hotel is updated, rooms are nice and clean. Service is efficient. There is a Bar in the Lobby which is very popular at all times of the day. Good value for the price!
04/09/2019
Rated 1 out of 5 :
Positives: Stayed for 2 nights whilst attending Wimbledon tennis. The hotel is modern, clean and very well located for Kensington High Street and the tube stop. Good value for money and very easy to get around London with nice restaurants and shops on your doorstep.\n\nNegatives:\nThe pool area which we used only once - the pool area was being scrubbed and cleaned by 3 staff with sponges and a chemical in a pot whilst guests were using it which was off putting and the young guys on duty seemed to spend most of their time chatting. The Jacuzzi was over chemicalised as it made our eyes burn and after a couple of minutes we had to get out and rinse our eyes and bodies with cold water. The lockers require a coin to operate them but this is not advised anywhere and staff are unable to give change so you have to store your beliongings unlocked.\n\nI was very ill after leaving the hotel and I had only eaten at the hotel both that morning and the night before, I cannot say what caused it but I believe it to be the undercooked scrambled eggs served with breakfast.
03/09/2019
Rated 1 out of 5 :
The service at the Holiday Inn was 10/10. The staff went out of their way, and were super helpful. Our room was clean and tidy and was exactly what we had booked. Everything about our stay was fabulous.
03/09/2019
Rated 1 out of 5 :
We had two rooms for 2 days, pleasant stay apart from one bathroom. Being to show mould on one side of bath, also the other end, where shower is, I noticed that shower / bath from next floor up had been leaking for quite a while. \n\nI would not recommend getting a standard room as one room ( standard ) was small. Other room which had kings bed was suitable.
03/09/2019
Rated 1 out of 5 :
I stay here a lot and after a Long trip across the Atlantic it\u2019s always a joy to see Rashida at check in. Her kind, patient and warm demeanour never fails to cheer me up. Check in can be a little chaotic and very busy with so many airline crew checking in but she always goes out of her to provide a seamless check in experience.
03/09/2019
Rated 1 out of 5 :
This is a very well located and close to everything. The Kensington Area is absolutely beautiful. The Staff is very friendly. \n\nOne Front Desk Associate stood out from the others. She is probably the most professional and polite individuals I have ever and encountered. Her name is \
03/09/2019
Rated 1 out of 5 :
I have stayed at a lot of ihg properties in London over the last 20 plus years but this year was my first time at the Holiday Inn London-Kensington High Street. In short. What a wonderful hotel with great service! The staff was fantastic and extremely helpful in all areas from the doorman to the bartenders! I am a Royal Ambassador Member as well as a Spire Elite member since 2003 and Bravo to Giuseppe for his warm welcome and courtesy at the Reception on both my stays in July and August this year. Will definitely being staying here on my next trip to London. Home away from home!
01/09/2019
Rated 3.4 out of 5 :
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01/09/2019
Rated 4.6 out of 5 :
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01/09/2019
Rated 3.5 out of 5 :
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01/09/2019
Rated 3.6 out of 5 :
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30/08/2019
Rated 5 out of 5 :
This hotel is in an excellent location but very disappointing service. This is an extremely busy hotel which can book out at peak times with hundreds of people (usually large groups) checking in & out all the time so you are treated more as a number than a person. While the staff are polite & professional they certainly are not personable or friendly - but to be fair they just don\u2019t have time to do so. \nOur room was nice facing the front street & was not\u2019t noisy but the hotel Wi-Fi is hopeless in room. It works well in the foyer but Wi-Fi in our room (4012) regularly did not work or dropped out or was so slow it was just frustrating. As a ihg Platinum member, we did raise several problems with the hotel management but again treated us a number & didn\u2019t or couldn\u2019t do anything about it?\nThe service was also disappointing because we phoned house keeping a number of times but was then transferred to another dept but nobody answered. Phoned again & somebody said they would personally look after it but still took a Long time. Most of the time nobody took any responsibility for anything & you passed from one person to another. If you get this hotel very cheap & don't care about bad customer service then I would recommend the location but very poor customer service again & again.
30/08/2019
Rated 5 out of 5 :
This hotel was always my preferred venue when staying in London. Now I live in Kensington - but I am member of the Imagine health club (very good and reasonably priced).\nI visited the health club on Sunday 25 August. I had family visiting and neglected to print tickets for a trip to Buckingham Palace (my home printer was not working at that time). I spoke to the Concierge desk and Adrian de Francisco very kindly printed the tickets for me. A big shout out to Adrian who saved my day. Also thank you Kensington Holiday Inn for employing the right people (helpful, polite and engaging) to represent your brand in the hospitality area. People are often the ones that leave the best impressions.
29/08/2019
Rated 4.2 out of 5 :
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29/08/2019
Rated 3.6 out of 5 :
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29/08/2019
Rated 5 out of 5 :
Stayed here in late August. A large hotel in a great location - a couple of minutes walk from Kensington High Street station. We stayed in a 'King Double' room that was clean and very well laid out; we really liked that full length mirror that doubled as the bathroom door! And at \u00A3102.50 for the night in this location (booked well in advance) we felt that this was good value for money. We will return.
28/08/2019
Rated 4.4 out of 5 :
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27/08/2019
Rated 4.6 out of 5 :
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27/08/2019
Rated 5 out of 5 :
Not sure where to start other than saying, they just don\u2019t know how bad they are. Schooled to be nice, well trained I. The pitch, but zero sense of how poor they are. Unknowingly incompetent. Checked in hours after check in time, the room was not ready. Had to hustle to not wait an hour and got another room, it hadn\u2019t been cleaned. Next day I got back at 5.30pm, the room hadn\u2019t been serviced. Call housekeeping to let them know and speak to someone with poor English annoyed by your call. The list goes on, they just don\u2019t have a clue how bad they are. Messaging, positioning etc all speak the right language, execution does not follow. I rate it 2 of 10, it\u2019s a clear disconnect between management and reality, they just don\u2019t know.
27/08/2019
Rated 5 out of 5 :
I had a wonderful stay at the Holiday Inn on Wrights Lane in Kensington, London. The facilities were excellent. Great transport links with High Street, Kensington Tube Station within a few minutes walk. The service was second to none. Very friendly and polite staff. I would like to give a special mention to Marieta working on reception. As son as I walked up to reception Marieta greeted me with friendly smile and exceptional service. I will be recommending The Holiday Inn on Wrights Lane to family and friends.
26/08/2019
Rated 4.0 out of 5 :
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26/08/2019
Rated 4.4 out of 5 :
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26/08/2019
Rated 5 out of 5 :
Hi lucamom2016, \n\nThank you for staying with us and for taking the time to share your experience. \n\nWe are delighted that you totally enjoyed your stay with us.\nI will ensure that I personally share your feedback with Ali and I am sure he will be pleased to note he managed to enhance your stay at with us.\n\nWe all look forward to welcoming you back whenever your travel plans will allow you to return to us. \n\nYours sincerey, \n\nGuest Services Manager.
25/08/2019
Rated 4.4 out of 5 :
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25/08/2019
Rated 4.0 out of 5 :
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24/08/2019
Rated 5 out of 5 :
Hi kwc2012, \n\nThank you for sharing. We want you to enjoy your stay with us. We strive to perform exceptional service. I am glad that the front desk lived up with your expectation plus our accessibility got your positive approval. I understand that the challenges encountered with the layout of the room caused discomfort and I apologize for the letdown. I want you to appreciate your visit and I am sorry that the edibles served failed to satisfy your taste. We aspire to be efficient while you are with us and let me assure you that your comments will be used as a guide for improvements. I have alerted the proper departments to take steps in dismissing the issues.\n\nI am grateful for your loyalty as an ihg Platinum Elite member. We would very much like you to return to our hotel to give it another chance so that we may turn around your initial impression.\n\nHappy to assist, \n\nClarisse S.\nCase Manager \nihgService.
24/08/2019
Rated 5 out of 5 :
Highly recommended. I travel for a living and tried this hotel for the first time last week. \nGot there before advertised check-in time and Front Desk staff were more than happy to get me into my room soner than expected. Ivana at the front desk was particularly helpful. Excellent service. Excellent location.
23/08/2019
Rated 4.6 out of 5 :
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22/08/2019
Rated 4.4 out of 5 :
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22/08/2019
Rated 3.6 out of 5 :
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20/08/2019
Rated 3.8 out of 5 :
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20/08/2019
Rated 4.0 out of 5 :
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