Mercure London Kensington
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Customer Reviews For The Mercure Kensington


Address: 1a Lexham Gardens, Kensington, London, W8 5JJ, England UK
This hotel has averaged a score of 3.6 out of 5 by 3109 past guests
>>>Booking.com (average customer rating 3.6 out of 5 from 1245 reviews)
>>>Tripadvisor (ranked 681 of 1134 for Hotels in London and rated 3.5 out of 5 from 1870 reviews)

16/09/2019
Rated 4.2 out of 5 :
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16/09/2019
Rated 3.4 out of 5 :
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14/09/2019
Rated 4.4 out of 5 :
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07/09/2019
Rated 4.2 out of 5 :
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04/09/2019
Rated 3.1 out of 5 :
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30/08/2019
Rated 3.8 out of 5 :
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25/08/2019
Rated 4.4 out of 5 :
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24/08/2019
Rated 4.0 out of 5 :
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22/08/2019
Rated 3.4 out of 5 :
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22/08/2019
Rated 4.4 out of 5 :
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19/08/2019
Rated 3.8 out of 5 :
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16/08/2019
Rated 3.8 out of 5 :
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15/08/2019
Rated 4.0 out of 5 :
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11/08/2019
Rated 3.8 out of 5 :
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10/08/2019
Rated 3.6 out of 5 :
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06/08/2019
Rated 4.0 out of 5 :
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05/08/2019
Rated 3.4 out of 5 :
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28/07/2019
Rated 2.9 out of 5 :
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26/07/2019
Rated 3.1 out of 5 :
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24/07/2019
Rated 5 out of 5 :
Dear Alison\n\nWe very much appreciate your comments regarding your stay at the Mercure London Kensington Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lisa Kearney General Manager.
21/07/2019
Rated 5 out of 5 :
Dear Northstar23962\n\nI appreciate the candid review that you have placed following on from your recent stay at the hotel. Thank you for the feedback that you have provided and I hope that I will be able to clear up some of the concerns that you have raised below.\n\nI am in no doubt that you are fully aware of the terms & conditions of your membership state that although upgrades are part of the privilege of your membership, it does depend on the availability at the hotel on the day & it is most certainly not guaranteed. During the several emails that were sent & even the few phone calls that you made to our reservation team prior to your arrival, it was always confirmed, politely, that we would do our best on the day of your arrival to provide you with one. As we do not like to give false promises to our guests, we also advised to not be disappointed if we were unable to do.\n\nYou decided to book two separate rooms in the hope that this would mean one of them would have been upgraded. Both of them were booked with the recommendation that you would use your membership points to pay & the remaining balance was pre-paid prior to arrival. We did not attempt to charge your card the day before arrival as we had no need to. We also did not cancel the second room until you arrived at the hotel & confirmed that you did not need it. To suggest that we did & that we violated the terms & conditions of the booking is false. \n\nWith regards to your lost property, to state that I had a lack of interest or care is another false claim. You wrote to me asking if we found your belongings & I reported back that unfortunately, we didn't. You then made an accusation against my team that I had to refute. On a daily basis, guests leave an assortment of things behind in their rooms, from the banal, shampoo etc to the expensive, iPhones, kindles etc. Everything is logged carefully, locked away & emails are sent to guests if we have the details, asking how it should be returned. As you have stated, the charger is of little value, so why would my team keep it?\n\nFinally, the guest is at the heart of everything that we do in the hotel. We attempt to meet all requests, as you can attest to. We do not like to give false promises & want to make all of our guests happy. The many reviews & emails that we receive can attest to that. \n\nI hope I have helped alleviate some of the concerns that you have raised above and that with the benefit of hindsight you will come to appreciate that we met all your requests & did our best to help you as best we can.\n\nTake care\n\nlisa Kearney\nGeneral Manager.
19/07/2019
Rated 5 out of 5 :
We very much appreciate your comments regarding your stay at the Mercure London Kensington Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Lisa Kearney General Manager.
12/07/2019
Rated 4.4 out of 5 :
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09/07/2019
Rated 3.0 out of 5 :
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04/07/2019
Rated 3.8 out of 5 :
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02/07/2019
Rated 3.8 out of 5 :
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01/07/2019
Rated 3.4 out of 5 :
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01/07/2019
Rated 4.4 out of 5 :
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01/07/2019
Rated 3.6 out of 5 :
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30/06/2019
Rated 3.4 out of 5 :
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30/06/2019
Rated 3.6 out of 5 :
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28/06/2019
Rated 4.2 out of 5 :
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25/06/2019
Rated 3.4 out of 5 :
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24/06/2019
Rated 4.4 out of 5 :
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23/06/2019
Rated 3.1 out of 5 :
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21/06/2019
Rated 4.0 out of 5 :
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20/06/2019
Rated 4.2 out of 5 :
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11/06/2019
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07/06/2019
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06/06/2019
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02/06/2019
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30/05/2019
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28/05/2019
Rated 3 out of 5 :
Dear Alihoxy\n\nWhat a lovely review - thank you for taking the time from your holiday to post it.\n\nI am so pleased to read that yourself and your family enjoyed your time with us.\n\nIt was truly a pleasure having you all stay with us.\n\nHopefully, we will see you again son.\n\nTake care\n\nlisa Kearney\nGeneral Manager.
24/05/2019
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20/05/2019
Rated 5 out of 5 :
Dear Mr Yap, \n\nWe very much appreciate your comments regarding your stay at the Mercure London Kensington Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.\n\n Sincerely, Lisa Kearney General Manager.
20/05/2019
Rated 5 out of 5 :
Dear Happiness\n\nWe very much appreciate your comments regarding your stay at the Mercure London Kensington Hotel. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.\n\n Sincerely, Lisa Kearney General Manager.
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