Thistle Kensington Gardens, Boardroom

We stayed in this hotel this bank holiday weekend, I was highly impressed by the manager lady how she dealt with our frustrations. I went to the reception complaining with frustration about Airconditioning not working as it was hot in our room. I must admit I was not going easy on them at the reception to deal with at that situation. The receptionist called her manager to deal with that situation. I didn’t get the manager’s name but think starting with ‘K’ Eastern European Lady. She apologised to us about how we must feel during the heat. Then in a calm manner she assured us that the air conditioning are regularly checked in their hotel but by any chance if the windows were left open. Truthfully speaking they were left open. She called upon the one of their maintenance team members to explain to us why the airconditioning was not functioning upto the best because of the window left open. We realised the situation was not the hotel’s fault but was highly surprised by the manager lady’s tolerance and hospitality. She still offered us some cold beverages at the bar for free and she offered us free breakfast saying when you wake up fresh tomorrow morning we would like to welcome you with our lovely breakfast on the house. Bless her !!!

We have stayed a total of 5 nights. The rooms are comfortable and well designed. The cleanliness wasn’t top notch but still good enough! The breakfast was delicious but we believe there should be more variety each day. The best part of the stay were the staff! Everyone was so friendly, helpful and welcoming all the time. On the last day, we needed help with a personal issue and Hassan was super supportive and genuine. Thanks again!

My wife and I visited London with my dad, who is in his mid eighties and has mobility issues, for a show at the Albert Hall. Having experienced hotel problems previously with double bookings and our son having a similar experience recently after an event at Wembley (neither were Thistle hotels) all booked through 3rd party apps, I rang directly to confirm booking and that rooms were confirmed and one was an accessible room, the latest immediately before travel as weather was around 30° and I couldn't afford any issues whilst with my dad. Both times the person I spoke to was very friendly and helpful confirming booking and offering reassurance. The hotel was very accessible and offered a quick and friendly check in service. The room was a standard double but was decent size and bathroom had decent size bath and over bath shower. Room, as well as the rest of the hotel, was clean and well presented and had decent air-conditioning which actually worked and was straightforward to use! Breakfast was great, the welcome was superb from the host and even showed us where everything was and how the set up worked for the buffet style, even though it was all laid out well and pretty straightforward. Other staff were also polite, friendly and helpful. There is a small selection of drinks and snacks in the reception, a bit expensive but handy, this is complimented by a bar area too and if needs be it sits right on top of a well stocked petrol station, which we were in need of for some emergency headache tablets! I've stayed in many London hotels and coming from the North have always accepted staying in central london is not cheap however I have had problems previously and often wondered about value for money. This hotel however I can honestly say is great value and one of the best I have used. Will definitely stay again if I need to be in that area of London.