London Marriott Hotel Kensington

I am writing to provide feedback regarding our recent stay at the Marriott hotel. Upon check-in, we were informed that no luggage porter was available to assist us, which caused some inconvenience. The following day, we encountered challenges when seeking information about London and the local area. A staff member named Khadi assisted us, but we found he speaks Bearley English to be non-professional and his responses to our questions to be inadequate and for any singlequestionshe wouldsearchin the Google whichis not acceptable. Additionally, we felt uncomfortable as he touched our infant and engaged in prolonged conversation. Overall, this was our first experience at a Marriott hotel, and we were not entirely satisfied with the service we received.the rest of the stuff were very helpful and kind.

We need to explain that hotel is used by the family for accommodation close to a family home for family visitors who cannot be accommodated in the family home, We as a family have used it several times. I feel now we have enough experience to convey to you our thoughts on the standard of service etc, The reason we return is the pleasant staff Ash and Kadi who meet us with a smile and enthusiasm helping with our cases and the parking of the car for unloading. These staff members are an asset to the hotel along with the young efficient electrician Zane who came promptly to sort out a problem in our room with a smile and pleasantries this visit. These staff members if one sees them in the course of the day stop for al quick chat and offer their help. Zane even walked through the bar area as he was going off duty and put it in his way to acknowledge us as guests. All the waitresses, bar staff are pleasant and helpful. They remember you from previous visits and always pass pleasantries. The chef on our previous visit came out of the kitchen to speak to us about the food as he heard we felt on the earlier visit this year the food and its presentation had certainly improved. This we conveyed to him via one of the waiters and we were able to speak to him directly to congratulate him. He was so keen to help as I had dietary a requirement requiring adjustment of the dishes ingredients. He did this so pleasantly and put it in his way to check all was ok. Unfortunately we dont remember his name (Indian guy I believe) and we could tell this visit he was not in the kitchen. We understand he is returning from one of the staff as he is on leave. We do hope so!!! Now I need to explain the disappointing part of every visit we have had!! The reception requires your attention in relation to customer service. The contact with the desk never runs smoothly!!!There is always an hiccup! The staff on reception would do better to know the rooms well. Be clear which rooms have an opening window. If the air conditioning is not working a visitor should be told of the situation.The staff should be up to date with internet bookings as this time my son booked and put the room for 2 under my name to be told at first when he called in the day after before our arrival to ensure all was in order there was no booking!! Obviously he had a record of the booking and it was then sorted. We as a family are nervous that a glitch will happen every visit and my son has to put it in his way to go into the hotel in the morning of our arrival to ensure this does not occur,?! Staff I have mentioned earlier know us well as customers but reception seem to be a different entity !! Is it the turn over of staff and inexperience? The Manager did help to sort an issue out on our check out which was appreciated today and we nkwvhope things will run more smoothly on our next visit.

Not Worth the Premium: Poor Pet Policy and Chaotic Breakfast If you are traveling with a dog or expecting the standard level of service associated with the Marriott brand, save yourself the headache and book elsewhere. Paying the premium "pet-friendly" rate here feels completely unjustified. While they are happy to charge the extra fee, the property is far from genuinely accommodating. The biggest frustration was discovering that dogs are strictly forbidden in the restaurant area during breakfast. When traveling alone or needing to eat as a family, this makes the morning routine unnecessarily difficult, forcing awkward logistics just to get food. To make matters worse, breakfast itself was an absolute disaster. The dining area was entirely overwhelmed and poorly managed. There were no available tables, and basic essentials were consistently missing—we had to wait around just to find clean plates and coffee mugs. A four-star hotel charging premium rates shouldn't have guests scrambling for cutlery and basic tableware in a crowded, chaotic room. Between the restrictive pet policies and the disorganized dining service, the experience fell far short of expectations. Do not overpay for the brand name here; it simply isn't worth the hassle. Being a Titanium member, I would expect better.

This hotel is a bit of a mixed bag. It has a good location with easy access to the Tube and plenty of restaurants and shops nearby, making it a convenient base for exploring London. The beds were comfortable, the shower had good water pressure, and the staff was friendly and helpful throughout the stay. Unfortunately, that's where the positives started to taper off. The biggest issue was a strange smell coming from the bathroom faucets. It wasn't overpowering, but it was definitely noticeable and not something you'd expect from a Marriott. The room also didn't have a refrigerator—just one of those "coolers" that barely kept drinks below room temperature. If you're planning to keep anything cold, don't count on it. The air conditioning was another disappointment. It was loud enough to make sleeping difficult, and breakfast was just... mid. Nothing terrible, but nothing that made me look forward to getting up in the morning either. Finally the TV. It only worked in the middle of the night when we were sleeping. It would spontaneously turn on and create this alarm because it lost wifi connection. It was possessed. We had to have them finally turn completely off. They said they were going to replace it and it never came. I was also hoping the concierge would provide some great local recommendations, but the suggestions felt pretty generic and weren't nearly as helpful as I've experienced at other Marriott properties. Overall, it wasn't a bad stay, but it also wasn't memorable for the right reasons. With so many hotel options in London, I'm not sure I'd choose this one again. It served its purpose, but next trip I'd probably explore other options.