London Kensington (Olympia) hotel

They charged me twice to stay here. On arrival the payment was taken but in a pending state. Despite evidence in app it had been paid the manager insisted on a second payment to let us stay saying he "knew if would bounce back". It didnt. I paid twice. Bank had advised he cancel the first charge, again he refused offering only his email saying "if it does come out twice trust me ill refund it immediately" didnt care about the financial difficulty it would cause to pay twice. Spoke to guest relations who have issued a refund but that will be another 5-7days before I have my money back. Horrific service

I stayed at the Premier Inn Kensington Olympia in September and unfortunately had a very unpleasant experience. The bathroom had a weird smell on arrival which became much worse during the night, spreading into the bedroom. My son opened the bathroom door while we slept, and by the early hours the whole room stank of drains and mold. The smell was so overpowering that I couldn’t use the bathroom properly and was unable to shower. We left the next morning still smelling of sewage, which was both unhygienic and embarrassing. I contacted Guest Relations afterwards and was disappointed with their response. They told me I should have spoken to staff during the night because they are available 24/7. My view is that it is not my job to room-check for obvious problems and if staff are always available, the room should never have been allocated in the first place given the smell. Premier Inn only offered a partial refund, despite the fact that the bathroom was unusable and our stay was ruined. Apparently the smell of sewer and being unable to shower isn’t doesn’t qualify for the “Good Night Guarantee” they promise. This is not the level of service or quality I expected, and my experience did not reflect the standards Premier Inn advertises. WiFi was poor and there were hairs in the shower so pretty sure it hadn’t even been cleaned which would explain why they didn’t pick up on the smell before allocating us that room.

Great quiet location, clean reception area, staff friendly. Nice relaxing atmosphere. Room clean and comfortable. Breakfast great as usual. Would recommend and would stay again.

I Would never stay at this premier inn again. It is Quite run down and tired. After staying here for two nights, hours after returning I had extensive bites over my body which could have only came from this hotel resembling either bedbugs or fleas. I complained to the hotel who didn’t want to know and the response was far from reassuring. I have been a long standing regular customer of premier inn but they would rather lose a customer than put things right. Shocking aftercare service and quite frankly shame on you premier inn, I will be taking my business elsewhere as you do not care about the heath and hygiene standards that you provide your guests. This was not only uncomfortable and distressing but completely unacceptable from a hotel that claims to offer clean and comfortable accommodation. There was little urgency or concern shown about what clearly appeared to be a serious hygiene issue. I expect a far higher standard of cleanliness and customer care from a major hotel chain. Whether it was bed bugs or another cause, this experience has made me question the health and safety standards of premier inn. I now have to deal with the aftermath — the discomfort of the bites, medical treatment costs, and the stress of possibly bringing an infestation home with me. They do not care, absolutely terrible!!!!!!

Fantastic hotel 5 - 10m walk from Earl’s Court tube station and great for Chelsea area and exploring the city. Staff universally friendly and welcoming, really clean, tidy and spacious room with comfy beds. Breakfast everything you could wish. Amazing value in London - would DEF recommend and stay again.