London Marriott Hotel Kensington, Studio 2 & 3

We had a slightly concerning experience upon check-in. Shortly after arriving, we noticed a cockroach on the bed, near the pillow. We contacted reception, and a staff member kindly came up to replace the pillow. As we had just come off a long-haul flight, we didn’t request a room change at the time, as we were quite tired and unsure whether another room might be similar. Later that day, we also noticed a moth in the room. While we appreciate the staff’s prompt response, these occurrences did make us a bit unsure about the overall level of room cleanliness. We hope the hotel can look into this to ensure a more comfortable experience for future guests.

I stayed there from the 31st of January until the 2nd of February 2026. I booked my room through the "eDreams" (don't ever use this Spanish based site, I have had very negative experiences with them, you will never get your refund, and their customer service is absolutely incompetent. But that's another review.). Upon arriving I was greeted by an intoxicated porter, smelling of alcohol when he showed me to the lift. I mean, yes he was kind and it was a Saturday night and it is a London, after all- but is it professional to be drinking while on duty? Well, about my room: I was actually very shocked to find a reputable 4 Star hotel in KENSINGTON to be lacking of so much hygiene and cleaniness. Bathroom door was so dirt, full of god-knows-what stains and fingerprints, The small water runaway hole in the sink was full of black mold, obviously never cleaned before and my bathroom bin didn't even have a plastic lining bag! So I had to just chuck in there (whoever will clean it- saw it all!) all my disposed feminine hygiene items, etc. It felt very, well, I just have no words... personal? The carpet was obviously old and stained and next to my bed- there was a huge wet stain I stepped on in my socks. Ewww... (There was a small table, so obviously the previous guest spilled some drink or had a bit of a party, there, lol.) The whole room (and the hotel) left an impression, that it lacked professionalism, cleaniness, hygiene and obviously needs some renovations done. I mean, when you pay almost 400€ per 2 days- then you'll expect a little more... When I checked out- I was promised from the reception a 25% refund from the FIRST NIGHT stay, only... OK, better than nothing, I thought. So returning to my country and after many back and forth exhausting emails and months of waiting- SURPRISE: I NEVER GOT MY REFUND!!! And it was such a small amount but still, it is a principle. I was left with a very big disappointment... and let me tell you, that I have stayed even in the (fraction of that price) HOSTELS, which were much more cleaner and professional! The Marriott is obviously a very overpriced hotel, not worth what you pay for it. But so is the London. Never again. P.S. And please don't respond to my review with your "We are sorry to hear that and bla bla blaa...". You know who I am, check your system. Just be professional, send me my refund promised (I am sure that it won't take the Martiott hotel into a bankruptcy, lol) and I will delete my review.

Several friends and I stayed here and not one of our rooms had working air conditioning. Useless front desk attendant, useless “technician”, horrible uncomfortable stay. Highly recommend that no one stay at this hotel if you are looking for a decent or remotely comfortable experience. 0/5 stars.