Mercure London Kensington Hotel 4 stars

Room was very very small but clean and well presented

Good up until the following day when I started to realise I had insect bites on one side of my body which continued to develop well into Monday. Your staff ran a rentokil report on bed bugs and I sent pictures as these were insects not small patterns of bedbugs. It is very unsatisfactory to receive bites in a hotel of this standing in March, not even a hot period of weather or climate in London. I frequented no other unusual premises or places during that.

Hi on the morning i was due to stay i rang up and tried to cancel the room as my wife was ill and i am high risk to coronavirus, and kensington/chelsea had the highest rate in the uk. I was told that it was too late to cancel and get a refund. but here we are expecting me to complete a survey for a visit i had already cancelled, there's progress and computorised systems for you

Outdated room, not worth the price, nobody cares about your status

Husband unwell during stay. Staff directed me to a pharmacy. Housekeeping staff very understanding and manager allowed later check out. Their assistance is much appreciated.

It was ok for what it was, the room was very small and hotel seemed under prepared for the guest needs.

Hotel looks tired

Staff are incredibly nice and courteous. Hotel is very clean well located and quiet.

On our first night, we had an unfortunate experience that left my wife and I disgusted. The room was very dirty. When we took out the duvet, we found a large ball of hair on the bed sheets. There were also lots of blood stains (luckily for us, they were not fresh). We spoke to the acting manager the next day, Imed, and he graciously gave us a large room to apologise. I also asked for a refund for our first night's stay. He said he would sort it out for us. We frankly felt uncomfortable during the stay as we questioned whether any of the furniture/items in the hotel rooms were cleaned at all - in all the 3 rooms we were moved to during our stay. I would definitely not recommend it and would like to chase up my refund for the first night's stay. That is the least that Mercure could do for us for these unfortunate events!

The room is clean and comfortable. Rooms are affordable and location is not bad. However, do need to walk at least 10 mins from the Tube station. Breakfast was delicious and good. Overall, a good stay. Only wished the receptionists make more effort to smile or to make an attempt to provide an upgrade.

After a couple of long flights I wanted to rest during the day then travel home. The hotel was a good location and good value for that.

I came back to the hotel about eight months after my first stay, and was just as pleased with the service I was given as on my initial visit. The team on reception were very helpful, the two waitresses looking after everyone at breakfast did an excellent job, as did the attentive chambermaid. This time I had one of my evening meals in the hotel bar, and while the service was fabulous and the food reasonably good, the choice was limited - in fact for dessert there was only a chocolate cake or ice cream was available. The one other fault was with my shower, where the bracket holding it was in danger of coming away from the wall

Dear Mr. Nagar. thank you for your email. I did receive one last week from Trip Advisor and Accor hotels which I submitted by return regarding my stay with you. Nevertheless to respond to you directly( which is my preference) I was very pleased with my brief stay with you. The staff I met were all helpful and the facilities were excellent and we received excellent service all round. Thank you once again for a good visit. Best wishes, Mr.Philip H..

Customer service par excellence from first minute at front desk with Mogtaba and Alba. Warm friendly and ever ready to assist. Very clean rooms and good value for money. Will always recommend this hotel!

When I checked in, I received a key for room 515, went up, went in the room, and what do I see? A naked guy that's, like me, extremely confused. The reception has given me a key to someone else's room. Following that, the reception apologized and provided me with another room. This time I went into the room, and I noticed that the room is noticeably smaller. As a platinum member, I expected a slight upgrade in accor hotels. So the reception finally realized the issue and arranged for a bigger room.