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Reviewed 28 June 2018

We spent one night at the hotel before leaving London to return to the US. The location is fantastic and our room was lovely, with a sitting area on the lower level and a loft above with the bed and bathroom. Unfortunately, it was blazing hot. The A/C was broken--ordinarily London is cool, so it wouldn't matter, but we happened to be there during a heat wave. Apparently the hotel had been trying to get it fixed, to no avail--yet they were still accepting bookings in hot weather. The very friendly reception clerks were left dealing with a lot of angry customers as a result. The heat situation was made worse by three factors: 1] our room was on the top floor; 2] there was only one window, which only opened a few inches because of some kind of security guardwire; and 3] the loft area, where we slept, had no openable windows. The hotel comped our breakfast, which was nice, but our stay was not what it might have been.

  • Stayed: June 2018, travelled with family
    • Value
    • Rooms
    • Service
2  Thank Reluctant_traveler_8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 June 2018 via mobile

Had a room on top floor. Very small room. No air conditioning. Very hot. Noisy all night as I had to keep window open and fan on. Not recommended. Not four star you would expect. Only good thing is good location.

Stayed: June 2018, travelled on business
3  Thank Jade R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Iwona R, on behalf of the staff at DoubleTree by Hilton Hotel London - Kensington, responded to this reviewResponded 9 July 2018

Dear Jade,

We are sorry we were unable to provide you with the quality of amenities and service you expect from Hilton during your recent stay.

We apologize for the issues in your room and will work with our maintenance team to ensure this does not happen again.

If you return to our area, we hope you will consider staying with us again.





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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 June 2018

Despite the extensive building and refurbishment work underway, we had a good stay. The room and bathroom were clean and compact( but not too small), the bar and breakfast service both fine, and the staff were welcoming and friendly. I have no doubt that when the refurb work is completed in the coming months, this hotel will be even better, given its great location near South Kensington.

  • Stayed: June 2018, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Vanguard12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 June 2018 via mobile

On Arrival the check in was extremely friendly. I had already checked in via the app and chose room 604 on the 6th floor: our room was available at 2.30pm which was great! The cookie was a nice gesture.

When we entered the room we noticed it was very tiny with an even tinier window but we won’t spend the whole day in this room so not a problem for us.

What is a problem are the quality of the beds. You ‘sink’ in them which means no support for your back and a terrible night sleep. I’ve booked the Hilton Honors rate which is normally good value but not worth this sleep experience. The beds must be looked at!

Via the app I’ve ordered extra towels and foam pillows. Extra towels were there but no foam pillows to be seen! Which I think was the greatest disappointment as this is a guest request.

Also the AC makes a terrible noise, we had to switch it off overnight therefore it was boiling overnight. Maybe something that has to be looked out as well.
This morning in the shower, it was also leaking.

Overall not a great experience and a few things above need the attention of maintenance. I expected so much more from a Double Tree Hotel.

Stayed: June 2018, travelled with family
3  Thank MRTN-NL26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 June 2018

Everything you would expect from a Hilton. Very clean, exceptional service from the all the staff. This hotel is very well situated for a good weekend in our wonderful capital. It is close to the tubes so makes an excellent stop over for the West end and a bit of shopping.

  • Stayed: June 2018, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank Lordlinky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Issam A, General Manager at DoubleTree by Hilton Hotel London - Kensington, responded to this reviewResponded 25 June 2018

Dear Lordlinky,

We are delighted you enjoyed your stay with us and look forward to welcoming you again on your next visit.
Kindest Regards,
Issam

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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