Marriott Kensington London

Six night stay. Very accommodating staff. Started with check in reception. Very pleasant and friendly staff. Recognized my Marriott status and thanked me for my Loyalty. Now the accommodations. Exceptionally nice room. Plenty of storage space. Modern furnishings. Plenty of places to plug in your electronics. Comfy king sized bed. Well lit bathroom with top quality, L’Occitane , bath products. Location. Within 5 minute walk of two tube stations. Plenty of local restaurants within a short walk. If you are coming to London this Marriott would be hard to beat. Thanks to the owners of this property for making it a True Marriott.

The hotel is basic and so think premier inn plus and needs serious refurbishment. I am ambassador for 10 years and I would say probably overall in bottom quarter I have stayed at. When I arrived, lifts were broken and no hot water due to a flood. The location is excellent as a quick walk to Gloucester Road station (and much same Earls Court). Also a big Sainsbury’s opposite. Rooms are tiny and no upgrades. Housekeeping is hit or miss as random what they do - sometimes water and other times not. Rare anyone answers phone. Breakfast is excellent and probably as I miss English breakfast living in HK. However, slow at clearing tables as most are stacked up with plates. But it is still one of best overall and wish had same in Asia! Club lounge can be good or a disaster depending who is working. No spirits which is bad and Budweiser on tap which is a cheap beer. Food usually empty by 7 and don’t refill but one night they had chef in lounge for pasta which was excellent. Hours are short as even Marriott Regent’s Park has drinks 1730 to 2130 v 2030 and an excellent food selection always topped up and cheese board and deserts from 1930 to 2130 where as Kensington has nothing after 1930 for food. Kensington needs to up its game (in Asia a club lounge has about 15 staff and dealing all needs, here just a f and b centre). There is a third party gym next door which is excellent and staff friendly and never that busy but has a full gym and is the highlight. Staff are so welcoming. Management is invisible in hotel and if there is a gm, I have no idea what they do as very different from Asia where they actively meetbut I expect they know this shouldn’t be a Marriott as does not meet brand standards. Usually I would expect see a gm walking around club lounge introducing himself but here no manager or anyone comes . Management need up their game and be visible. Equally shocked that there was a horrendous lady at front desk who refused assist with a basic request and refused to give her name and walked away (she would be fired in Asia). I believe the Middle Eastern lady. So you need to come this hotel with minimal expectations and basic service but overall for same price point, Marriott Regent’s Park is way better and especially club lounge and carliccios for breakfast and where you can order food to club lounge (here they refuse from bar). In Regent’s Park the club lounge team take orders from the lounge for restaurant. There are some excellent employee. Fernando at front desk always so cheerful and friendly and resolved the issue with the lady who refused give her name. Lock is a breath of fresh air at desk and checked me in smoothly and always great. Fatimar at front desk also welcoming and always says hello when leave lift. Jacob and Charlie f and b good and also marcelo in club lounge. An upside is that it’s been great being able to watch the World Cup in club lounge! Definitely fernando, lock and Fatimar seem the best. But I question if this hotel should be a Marriott - maybe a courtyard?

The room was dark, small and poorly cleaned, I didn't think it would be this bad at the Marriott. It's an old cheap hotel in London.