London Kensington (Earl's Court) hotel

Room is dirty, mildew on the bathroom ceiling and not cleaned as hair from previous guests in the bath. Paid for early check in and rude reception staff tried to refuse check in. Staff at breakfast rude and unwelcoming. Very limited selection at breakfast compared to what was advertised. Very poor experience for the price paid.

We stayed from Sunday to Tuesday and when we arrived there was one person on the check in desk. We paid for an early check in at 11am and both my family and the family in front had to wait for the staff member to check with the cleaners to see if our rooms were ready, even though we arrived after 11. The room was decent and the beds were very comfortable, we were in room 405 on the 4th floor and it was on the smaller side but there was enough room for the three of us. Room could have done with some refreshing to the paint and bathroom. There was some confusion when we went for breakfast the next morning, which was my fault as I'd misread when booking and assumed I'd included my son in the continental breakfast that I'd booked but I hadn't. The man who was seating people was incredibly rude and abrupt and instead of politely explaining to me he made me feel embarrassed in front of other guests and like I'd deliberately tried to avoid paying for my son. He let us in to have breakfast but when we were leaving he almost followed us and brought the managed to explain to us, who was also rude and abrupt. The manager was telling me I had to pay for my son while stood in front of a sign that said "kid eat free all day". In the small print they only eat free with a full breakfast which is more expensive and which I didn't want. He then marched us to the front desk to pay and I had to go and get my card from the room. He then got confused about how much I had to pay and went from telling me I needed to pay £8 to £4 to £2 which is what I actually paid. He then also got confused and thought I said I hadn't had breakfast and he marched me back into the restaurant. It was very frustrating and didn't need to happen, the mistake was mine but no one explained to me properly. We also attempted to order two hot chocolates and a fruit shoot and crisps at the bar and the staff didn't know how to make hot chocolate and didn't seem to understand what crisps were either. I eventually said not to worry about the hot chocolate. The bar was constantly left unattended and you had to go looking for staff to serve you. You also had to book for an evening meal and there was no food served between breakfast and dinner. I wouldn't stay at this Premier Inn again which is a shame because the location is great.

Great hotel and great staff, had dinner and drinks on Sunday evening at the hotel restaurant and despite the restaurant being very busy, the service was exceptional, the staff were clearly rushed off their feet, but were still so super friendly to the children who were in the hotel, it was lovely to see. The free chocolate with the bill was a nice touch too. Special mention to Deanna Unika and David for making our stay so memorable. We will be back!

We checked out of Premier Inn Kensington Earls Court after staying for 3 nights from 2nd-5th August. Our booking was for two rooms - the worst being room 118. Upon arrival, room number 118 had an extremely foul and mouldy odour. The window was also covered by a metal grating which meant that we were not able to open the window to get rid of the smell either. My aunt, staying in 118 with my uncle, suffers from asthma and therefore we made the decision to go down to the reception desk to ask for a room change. When we spoke to reception, they said that all of the rooms were fully booked and they would not be able to accommodate a room change. We offered the person on reception to come and smell room 118 for themselves and they didn't answer. We were not offered any kind of alternative room or compensation for the circumstances. My aunt and uncle then had to resume staying in room 118 for the rest of our stay. They did not sleep well on any of the three nights in which we had booked for. The hotel was in no way cheap for us to stay in and the room did not match the price we paid for it's mouldy condition. Overall, we are extremely disappointed with our stay in Premier Inn Earls Court Kensington. We have stayed in Premier Inn hotels on many occasions, we have never had any problems apart from this hotel. Staff at breakfast and dinner were accommodating and helpful but were in low numbers so extremely busy. We really hope that we will be compensated in some way for our stay as we are put off on using Premier Inn hotels in future. I sent an email to Premier Inn after our stay and still have not heard anything from them.

Fantastic location. Staff super friendly, nothing was too much trouble. Elizabeth was very friendly and helpful. She made our stay perfect.