Hilton London Kensington

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The staff are exceptionally helpful. We travelled for a family funeral with elderly parents with limited mobility. Everyone went out of their way to assist. If I may, there are some infrastructural items that could be updated to better facilitate disabled travelers. E.g. the ramp is quite steep and would be a challenge to navigate without assistance; the accessible entrance to the bar requires someone to open a curtain and the door- universal design principles could help consider better end-to-end accessibility for all visitors. The doorways to bedrooms are tight- my mam uses a walker and while the bathroom was accessible, the biggest challenge was getting in through the bedroom door! My dad struggled with the keycard use in the lift in particular- other guests were very good at helping him out but the systems applied really should be stress tested by a wide range of guests for maximum efficacy. Additional seating at the entrance to the hotel would help anyone with a mobility issue/pregnant/older person to wait while taxis are on their way. Seating in reception is very low for anyone with mobility issues. All these are suggestions- but the key element- the approach to customer service - is very strong. Really great people.

The hotel was quite busy, but the staff were extremely responsive, working hard to get everyone accommodated and kind. The room was clean and spacious.

Okay stay.

It is located far from downtown London. They only have 5 rooms with electrical plugs beside the bed. That's difficult if you need a CPAP machine to breathe through the night. I had to go to the front desk for an extension cord to breathe at night.

This Hilton property is overdue for a refurbishment especially the air conditioning. While common areas were generally cool (all the check in staff had individual fans….), our room was extremely uncomfortable / hot. The staff were helpful but because the hotel was completely full for the first 3 days of our stay they could not relocate us to another room. We were given two fans and the maintenance staff worked on our air conditioner for over an hour finally giving up as their assessment was the unit was old and not repairable. The other weird thing was the aircon is actually motion sensitive and turns off when we slept (not working anyway). I have never seen this in a hotel. Lights also, my wife was left twice in the dark while having a shower, quite dangerous. I was not offered any compensation other than a last day room change which was not worth the effort. Europe / London is getting hotter during the summer months, so effective air conditioning is a fundamental requirement, likewise the London Tube and Buses. The Hilton management and the Mayor of London need to exchange notes!! Breakfast was good, large selection. Location is overall ok if you want to visit the large Mall or have a specific reason to be in this Holland Park location.

A good stay at this location. A few minor issues were highlighted with the room and reported to reception. The staff were outstanding as always, and I’d recommend this hotel.

This is a great hotel if you need a place to stay and want breakfast and perhaps a drink. The bellmen/concierge services are wonderful. They really seem to have the guests' interests at heart. The hotel is large and busy. It's like a number of similar hotels I visited for conventions and other similar events during my career. You're well-treated here, but it's not the lap of luxury. The front desk crew and the bell staff is staffed with what I refer to as "hotel people" who are more interested in helping you rather than saying "no." Breakfast is a nice spread, but the stiff, seemingly unfriendly host starts it off on an off note. A smile and some amount of care for guests would be welcome. Similarly, the bar/lounge sort of has table service, but many servers have to be hailed rather than having them keep tabs on their patrons. Most of the time I was there, I felt as if I were inconveniencing the staff. A new manager is probably needed. The reason we stay there is the "hotel people" who make most of the hotel run and the location. It's in Kensington within walking distance to several nice restaurants, shops, public transit, and parks. Kensington seems like a safe neighborhood and it isn't as insanely busy as many London neighborhoods. It's also not too far from Heathrow. If you want a clean and safe place to stay in a good neigbhorhood with easy access to public transportation, this is your place. It won't wow you, but it won't disappoint you either.

The location near the train station, restaurants and malls made our 30th year marriage anniversary fun. The hotel front desk were not honest people. They moved us 3 times first to a tiny boxed room overlooking a dilapidated algae ridden view to a double squeaky bed room with literally no airconditioner and offered us a small fan for the night which gave me cold through my 5 days stay in London. The manager offered 2 nights refund as compensation and didn’t do that neither did the hotel give us receipt for the stay till now. It was a horrible experience

The room was clean but furniture and bathroom was extremely tired and dated, definitely needs an upgrade for the price I paid. Staff really friendly. 15% compulsory service charge on a bar meal was a bit excessive I thought.

Good location