London Kensington (Olympia) hotel

Earl's Court is a lovely area, close to the metro, comfortable bed, good restaurant for the English standard, kindness of the staff.

Very disappointing customer service. On our third night, at around 11pm, staff knocked on our door about a £62 outstanding balance, despite nobody mentioning it during the previous three days of our stay. We were staying with our six-year-old daughter, who was woken by the disturbance. Around 40–50 minutes later, another staff member knocked again, close to midnight, insisting that one of us go downstairs to reception to pay. We offered to pay online, as we had done with our original booking, or to settle the balance first thing in the morning, but both options were refused. What was particularly frustrating was that the staff member did not properly explain the situation or why the payment had suddenly become urgent. All he kept saying was that they needed to “close the till”, while insisting that one of us go downstairs immediately. What made the experience even worse was that he did not apologise at all for disturbing us so late at night, waking our six-year-old daughter, or causing unnecessary inconvenience. There was no empathy or acknowledgement of the disruption whatsoever. We were never refusing to pay. The issue was the hotel’s poor communication and the unreasonable way the situation was handled. An outstanding balance should have been communicated much earlier, and staff should have shown more understanding and flexibility rather than prioritising an internal till-closing procedure over guests’ sleep. The room itself was clean, comfortable and well-maintained, and the location was very convenient. Unfortunately, the poor handling of this situation significantly affected what should have been a relaxing stay.

Kensington Olympia Great location lovely staff very comfy bed. Bathroom in need of update especially paying a lot in London but nice otherwise Staff were fantastic

Clean and well located hotel. Friendly staff. Note: If you use CPAP machines, we had no electrical outlet near the bed. Hotel does not have extension cord to borrow. For this reason we can't stay here again. :(

Had a lovely stay,we stayed for 2 days, we were 5 mins early but our room was quickly sorted. Staff was very friendly and helpful. It being hot summer there was nice ice cold water available in the lobby which was much appreciated. We was put on the ground floor and very close to the hallway door, which in one way was nice cause we didn't have to walk far but on the downside everytime someone walked through the door it slammed and it was loud cause of the auto lock on it, so as u can imagine night time was a bit disturbed. 1st night of stay was nice and I think someone must of complained cause the banging stopped. 2nd night the banging returned we also had a child running around upstairs so it was pretty noisy on our ceiling. I think they need to rethink the way they book, they should put people with children on ground floor or they will get several complaints that way people won't here the children running around. Other than that our stay was lovely the breakfast was OK u had a lot of variety to eat. The hotel was in a nice area Would book again.