Mercure London Kensington Hotel 4 stars

This was my second stay at this hotel. I reported the first time that blood marks were visible in the outside of the bathroom sink. I made a complaint regarding this and one of the front desk staff confirmed they would reply to me with how this would be rectified. I equally complained about finding hair in the bathroom from a previous guest along with finger print marks on light switches, window and even the tv remote. In the height of a global pandemic and now in tier 4, I was expecting this hotel as they are legally obliged to, to go above and beyond in ensuring cleanliness and safety for its guests.

Iv stayed here many times, the staff are really pleasant and helpful. The rooms and bathrooms are spotless and the location is perfect for me.

Clean and good size single room with double bed. The only thing missing was breakfast, which was said to be included on bookings.com website. Other than that it was a pleasant and comfortable stay. Staff were friendly and helpful even though they appeared to be short on staff. Would stay again.

A very comfortable and satisfactory. Staff excellent and helpful all the time.

Heater didn’t work Lots of hair on the bed After I put the lotion on my body I had lots of rush

Extremely disappointed with this 4star hotel Privilege room had none of the luxuries stated on website ... no coffee machine, robe or slippers No full English breakfast just a poor effort of a continental and had to pay extra to have it delivered to room!

Really nice atmosphere the employees are very generous.

Great as always. The staff here are brilliant! The rooms are comfortable and the bathrooms are spotless

Receptionist was was welcoming

I made reservation to stay at Mercure Kensington on Booking.com, the room Was advertised as king executive with full English breakfast, soft drinks in mini bar and coffee machine. When we got to the hotel we discovered that they were not serving full English and only continental, this was disappointing we asked if they could reduce the room rate because we didn't want the continental and they did which was great. When we went to our room we were even more disappointed, the room did not at all look as it was advertised on the website, very standard for an executive king. There was no coffee machine and no drinks in the mini bar, we were very put of by our experience and decided we did not want to stay there. We went to the reception and explained the situation to the lady who was very help and supportive and understood where we were coming from. She spoke to reservations team and they decided they would give us a full refund, which I am very greatful for. I do understand that there are may different procedures now because of Covid-19, but feel each hotel should disclose exactly what changes apply to them so customers are fully informed and are aware of what they are booking. Overall our short experience at this hotel was not that great at all, but I would like to say that your receptionist Eliza is a gem, she was very helpful and happy to assist us as much as she could, Thank you Eliza.

came to London on business, room was small and simple but clean and quiet although it faced a busy road. would return to stay

Was good enough. Room service is terrible though---awful selection!

I had a nice room, which was an upgrade to a Privilege Room, but the A/c was pretty ineffectual & so the room was too hot- same problem as the previous stay in this hotel. Breakfast was very poor value for money at £10 for a minimal continental breakfast- same P. as for the Pre Covid full cooked breakfast with extras.

Broken shower head; low water pressure; Door key gets demagnetized every single day; each time staff forgets to send the invoice via e-mail, even when asked multiple times.

Despite all the coronavirus-related problems nationally, the staff made our stay both comfortable and enjoyable. The location of the hotel is good, and the rooms are comfortable and well appointed. We hope to return as soon as the virus situation improves.