Residence Inn by Marriott London Kensington

Star ratings are based on Klook's overview of the property's information (such as services and facilities included, etc.), and are for reference only

Great location. Room was perfect for family of 3.

No elevator service. The hotel has two elevetaors, one had been out of service for months, the other had long line-ups on every floor. We haulled our baggages up 5 flights..Also, the A/C could NOT keep up. Room was 25c at night at the best of time, we slept sweating in our sheets. We changed rooms, and there was no change, just a lot of hastle checking out of one room and waiting hours to move to another, with the end result being still tossing and turning in our sweaty sheets. AFter 5 days we left exhausted. But upon leaving, we only waited ten minutes for the one working elevator, we feel lucky

The ACs were generally not in good working state. Had to change rooms but still was not top notch.

Very nice and helpful staff

Clean room and friendly staff

I had booked a Studio Suite, but was initially assigned an accessible room that was completely different from what I had reserved. The layout was inconvenient for my needs and did not match my booking. After I raised the issue, the hotel moved me to another room, but it was noticeably smaller and still not comparable to the Studio Suite I had paid for. The replacement room was also poorly designed—the bed was positioned right next to the entrance door, making it extremely noisy. Every conversation in the hallway and people walking past could be heard clearly, making it very difficult to get a good night’s sleep. To make matters worse, the entire building appeared to operate with just one lift, resulting in waits of 15–20 minutes just to go up or down. This significantly impacted the overall guest experience. For the price charged, the stay offered extremely poor value. I expected much better, especially from a Marriott property. Based on my experience, I would not stay here again and cannot recommend it.

The hotel was okay, good location. The breakfast wasn’t that great. The worst thing was the elevator wait because only one elevator is working, the other one is a bit of a walk to get to which was not convenient with luggage. Traveling with a large family and many suitcases it was horrible especially when trying to head to the airport.

We arrived to check in and immediately told at reception our room booked wasn’t available! I obviously wasn’t happy with that, asked for an explanation and what happens next. Eventually we were “upgraded” to a 2 bed suite, but had another 45 minute wait whilst it was cleaned, we got to the room, fans in the rooms but the heat was unbearable, air conditioning but was broken, went back to reception told nothing can be done and “be glad we were upgraded”, told maintenance have gone home! Was so upset, this was a special weekend attending Wimbledon, a lifelong bucket list weekend plus my birthday that was now ruined! We had to sleep in this room with 2 fans each directly facing us, but we couldnt stay there for 3 nights, the living space was awful and we were feeling sick with the heat, no windows to open and all glass which only exasperated this intense heat in excess 36c! The next morning we were going to the tennis, I asked reception for it to be fixed urgently whilst we were out or move us, they said they’d try. 10 hours later & we dreaded returning to the hotel for fear it was still not fixed, we were right, got back to the same reception staff with an awful attitude that no they couldn’t fix it, I also noticed 2 other customers complaining. Eventually spoke to night manager who appeared genuinely concerned of our experience & offered to move us, we checked the new room and packed up to move, 10pm at night and not what you expect from a Marriott hotel. Ruined our weekend!

Staff was very friendly but the room smelled terribly musty and the air conditioner wasn’t working - not good during a heat wave. Also, only 1 of the 2 main elevators was working so guests often had to use the stairs, wait long periods, or use the service elevator which was provided as an alternative; ok later in the day but not convenient when staff was working on cleaning rooms in the morning. Don’t think we’d stay again - did not meet expectations of a Marriott property.

We were told on arrival that the air con had not been working for days ☹️ And we could either tolerate it or cancel the stay and get a refund 😖 We were eventually found a room with air con working inadequately in the bedroom but not in the living space. The room was right opposite the air handling units which were pumping hot air directly at our room, plus because lifts were not working the service/spare lift just a few feet from our room was in constant use. I have severe heart failure and having controlled cool temperatures in our room during a heatwave was critical but the maid kept taking our room key out of the slot that turns the electric on, therefore on returning to the room it was like a sauna, this was despite the front desk being told numerous times why it was an absolute necessity that the card was left in at all times. The main areas apart from the rooms were like saunas, even at breakfast it was so uncomfortable we didn’t bother. I expected a lot more but at the very least, if the hotel had contacted me, knowing for days the air con was not working then I could have made alternative arrangements or stayed at home, with the air con working. I expect better from the Marriott brand!