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.
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