Residence Inn By Marriott London Kensington

“Happy, positive”

It’s a wonderful hotel with an attentive and responsive staff. Our only quibble is the slow elevators. The bar is great for winding down at the end of a busy day. A big thank you for the 5 star service of bartenders Daniel & Gilson who handled some busy evenings with back to back World Cup semi fi… more

It’s a wonderful hotel with an attentive and responsive staff. Our only quibble is the slow elevators. The bar is great for winding down at the end of a busy day. A big thank you for the 5 star service of bartenders Daniel & Gilson who handled some busy evenings with back to back World Cup semi finals!

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“Hearty breakfast, OK location and a brilliant staff member”

I recently stayed at The Residence Inn by Marriott London Kensington, an extended-stay hotel near Earls Court offering studios and suites with kitchenettes, a fantastic breakfast, and a 24-hour gym. The location is convenient — it’s right next to a superstore, which is genuinely handy given that … more

I recently stayed at The Residence Inn by Marriott London Kensington, an extended-stay hotel near Earls Court offering studios and suites with kitchenettes, a fantastic breakfast, and a 24-hour gym. The location is convenient — it’s right next to a superstore, which is genuinely handy given that the rooms come with fridges. Unfortunately, several issues detracted from the experience. Poor guest behaviour was a constant problem: the noise level on the corridors was high throughout the night, with children running up and down unsupervised at all hours. Some rooms were provided with cans of water while others weren’t, and it would have been welcome to have a choice of still and sparkling. Operationally, only one lift was in service during my stay, which made moving around the building more awkward than it needed to be. You had to think twice about wanting to leave the hotel particularly if you were situated on one of the higher floors, because waiting for the lifts took a significant amount of time. The biggest issue for me was ventilation — the original room I was allocated had none, leaving it uncomfortably stuffy. That said, when things go wrong it can also be an opportunity to put them right, and this is exactly what Bianca at the front desk did. She organised for maintenance to install a portable cooling unit in my room and, remarkably, called back within the hour to check whether it was working as required. When it didn’t make much difference, she worked hard to find me an alternative room. Before moving me, she sent Joseph to inspect the new room and assess its suitability. This level of care — checking back, following through, and ensuring the guest felt valued — is a clear example of going the extra mile. I was genuinely impressed with Bianca’s customer service. She didn't wait for me to call her. She proactively took steps to fix a problem (despite not being the one that checked me in! Ditte did) In short: solid facilities and a useful location, undermined by noise, limited lift service and inconsistent room conditions, but redeemed in large part by excellent front-desk support from Bianca. Good guests relations should be rewarded.

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