Mercure London Kensington Hotel 4 stars

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.

The hotel location is convenient as theres wide choice of restaurants nearby and a supermarket next to it. Not too far from centre of London and the price is fair. Rooms a bit old but still tidy.

Good sized room and bathroom, comfortable bed, plenty of toiletries, quiet. Good value and quality breakfast

Shower was like not to stay stand. Wardrobe's doors simply stuck and didn't open, even if we made super forces. Very bad, unfortunately. I was very fan of accor hotels and I stay in that brand whenever I am in the world, but I am goung to re-think about my fidelity.

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.