Heeton Concept Hotel - Kensington London

Disgusting hotel and disgusting attitude from staff. Checked in late at night so didn’t really bother too much about minor details; Ie tiny box room, nowhere to unpack or put cases. Came back late after having tea, then realize TV doesn’t work, bed side lights don’t work. Black hair on one pillow stains on the duvet cover. If you turn the shower temp up you can’t turn it back down. 🔥 When heading out the following day spoke to reception about issues and asked for the room to be cleaned and refreshed. Came back again late after attending a gig at Hyde Park to find the room not cleaned nothing refreashed and soaking wet towels left on the floor however the tv and lights was now working. Went down to reception to complain and ask for it to be cleaned only to be told by Mahul and SAID tough there was nothing they could do. Complain when the manager is in after 3pm the following day or speak with the same girl we spoke with earlier. SAID even tried grabbing my arm and snatching my phone out of my hand to avoid being recorded. Eventually just took some clean towels and left it to the following day. Spoke with the same girl as the day before and instead of any form of apology just said it’s not her fault! The worst customer service I’ve ever had anywhere.

The check-in wasn’t pleasant. I ordered for a twin room with two beds but when was given one with a double bed. So we went down immediately and asked for a change. Instead of apologising, the Indian receptionist asked if we have used anything in the room, which of course we didn’t. Then with a short check on the computer, she said the hotel was fully booked and asked us to stay for one night first. I insisted that this was her oversight and if needed she should seek manager’s help. Also we checked in a bit before 3pm and it’s rather ridiculous that all rooms were distributed so early. So after some more “check”, we were given a twin room finally. At my third request, the woman finally apologised to me. I think this kind of carelessness and reluctance to correct and admit one’s mistake could be avoided by better training. I’m overall satisfied with the room despite that both night lamps on the headboard couldn’t work. Also there was no towel to wipe hair/hands. However the tap of the shower was very powerful and I’m satisfied with the body lotion, shampoo and body wash. Although the room was rather “compact”, we could have space to open our two luggages (small size only) at the same time. The location is superb as it’s close to Earl Road station, and with only 20-30 minutes walk or two tube stops one can go to the museums and Albert Hall. Also we saw police patrolling in groups all the time because it’s an area with a lot of nice residences, hotels and expensive cars parked by the road. Also there are lots of pubs, cafes and restaurants offering wide choices. I will stay in this hotel again if I visit London next time but I’d pay a bit more for a larger room and should double check the room type when I receive the key!

Impressed with my stay. Lobby area is stylish, clean and welcoming. Rooms are clean, slightly compact but have every you could possibly need. Great shower products. AC works great. The best part of it all was the staff. Warm, gracious and attentive. Location is prime near the Earl’s Court tube stop. A special thank you to Said who works the night shift. His personality is so warm, kind and thoughtful. He made the stay the most memorable of it all. Thank you, Said and to all the lovely staff.