4/10 Poor
Alexis
Business traveller
Jan 6, 2026
Liked: Cleanliness
Unfortunately, this stay at the Holiday Inn Kensington High Street was disappointing, which is regrettable as I have stayed here many times before due to its excellent location and convenience. London hotels are not cheap, and while this property may be more affordable than some, it is certainly not inexpensive, making the decline in service more noticeable.
The one clear positive was Ali at the night desk during check in. He was an absolute gem, professional, courteous, and genuinely made an effort to create a good first impression.
Beyond that, several basic amenities were lacking. There was no body lotion in the room, which is particularly frustrating in winter, and no bathrobe unless you accessed the spa. There was also no complimentary water provided. To obtain water, I had to go downstairs to the front desk or purchase it from the in house Starbucks, which felt unreasonable for the price.
Room service and housekeeping were also problematic. Morning calls to both departments went unanswered. After waiting hours, I was finally given a WhatsApp number for room service, only to find the menu extremely limited. I could not even order a glass of fresh juice and was advised to use Starbucks or order from outside.
Security was another concern. Elevator access previously required a room key, but during this stay people walked in from the street, entered the elevator, and wandered the halls unsupervised.
Overall, this visit reflected a significant decline in standards
Alexis
Stayed 1 night in Jan 2026
