The Kensington

My wife and I and close friends have enjoyed going to this hotel for an annual afternoon tea. We had a booking for this Sunday just gone 11th May. During the night my wife got the neurovirus and was sick all night. I rang the hotel at 8am, the day of our visit and spoke to a man in reception. I specifically asked to have the booking moved as I was worried I’d be charged a late cancellation fee. He assured me that the fee would be waived and I would receive a call from the host. 3 hours later I rang again and spoke to someone else at reception who walked round to the restaraunt and assured me that the host will call me soon. I was unable to chase again on Sunday as I myself came down with Neurovirus and was sick all day. I then noticed the following day that we had a cancellation email despite asking for the date to be moved as we intended to come back and £125 had been taken from my card! I called again on Monday evening ( this is now the 3rd time I’ve rang ) and was told that no managers are available to speak to and I should ring back the following day at 11am. This is did and I spoke to the same lady on reception I had Sunday morning who seemed very apologetic , again walked round to the restaurant and spoke to a manager who said we would receive an email in response to an email my wife had sent. Another working day passed and still no one had rang me as promised 3 times now! I’ve rang 4 times, sent an email. What more can I do??? I initially wanted to just move the date. Now I never want to visit the hotel again and I want my £125 back! It’s a disgrace that they can treat people this way who can only visit such a place as a once a year treat. It’s the worst customer service from management I’ve ever experienced!

This was easily one of the most memorable stays I’ve ever had—everything from the setting to the service was spot-on. The lobby is absolutely breathtaking, with beautiful flower displays that immediately set a calm, elegant tone. It’s a wonderful place to relax with a drink before heading out or winding down. I spent time in both the K Bar and the Townhouse areas, and the cocktails were phenomenal. The Reflections mirror box menu is not only visually stunning, but filled with standout creations. I sampled a few and was blown away by the quality and creativity. The Rum Old Fashioned was a favorite—smooth, rich, and expertly balanced. I also tried the Gibbous, which was super tasty. We also tried the British sparking which was great, a new favourite! The room was incredible—truly one of the best I’ve ever stayed in. It was beautifully designed, spacious, and so comfortable I didn’t want to leave. Breakfast was another highlight. As a vegetarian, I was thrilled with the variety and quality of options—thoughtfully prepared and genuinely delicious. They make all their own jams (which are also incredbile) And let’s talk about the tea. I’m an Earl Grey obsessive, and theirs is exceptional—beautifully fragrant and smooth. I was so happy to find out you can actually buy it to take home too! The location couldn’t be better—just a short walk to Hyde Park. The weather was amazing during my stay, so I spent a lovely afternoon in the park soaking up the sunshine. Thank you for such a thoughtful, luxurious, and memorable experience. I already can’t wait to return. Also, the service is here is so incredible. Every team member we interacted with seemed genuinely passionate about what they do, and it made the entire experience feel personalized and elevated.

I just checked out after spending the weekend here, and I truly can’t say enough good things. It was such a lovely experience from start to finish. The staff are absolutely exceptional—the service was flawless. From the warm welcome at check-in, to the attentive concierge, to the wonderful waitstaff, every interaction felt thoughtful and genuine. Breakfast was a highlight: they make their own jams and even honey, which was such a delightful touch. The quality is outstanding, and there’s a fantastic tea selection too. I didn’t get a chance to try their afternoon tea, but I saw it being served and it looked incredibly inviting. We did enjoy drinks at their cocktail bar, and wow—what a treat. One standout was a rum old fashioned made with their house-aged rum. It was phenomenal! Our room was perfect, and I can’t thank the concierge enough for making sure it was just right. My partner and I both slept incredibly well. The location couldn’t be better—especially in spring, with everything in bloom, it was pure magic. Thank you for such a memorable stay! Warmly, Clarisse

Wonderful hotel in a super location. Staff were all amazing. Rooms are fantastic. Easy for tube and walking to shops. All the staff from doormen to concierge or front desk to managers were all so great. Couldn’t do enough for us. Will definitely stay again.

Dear Kensington hotel, We are still beaming from our stay with you and just can’t stop talking about how lovely everything (and everyone!) was. From the moment we arrived, we truly felt like we were being welcomed home. You all made our time in London so special, and we couldn’t have asked for a more beautiful, warm, and gracious place to stay. Our son is still chattering about his “adventures” – we LOVED the thoughtful gifts and felt like proper little Londoners! It meant so much to us to be embraced like family, especially by a team that clearly pours their heart into every guest’s experience. That feeling of care and kindness was felt in every moment. Please pass along our heartfelt thanks to everyone there. You truly made London feel like home.