The Kensington

We came to this hotel years ago so I booked to go here again but this time I came with my grown up teenage children, we had three rooms altogether, we chose room 12 as it was on 1st floor and we have got back problems so didn’t want to go to the top floor. It is at the back of the hotel and down a very narrow corridor, the carpets needed a good wash and hoover!!!! The cleaners must have forgotten it was there it was awful, we have never stayed in a room like it, the toilet was disgusting with left over hairs and other things on it, there was damp and mould on the windows and they were rotten, the toilet roll holder was falling apart and the shower holder was as well, the bed was falling apart and it wasn’t safe to sleep on, there were marks on every wall, the kettle was gross I refused to use it, the arm behind the tv had thick dust on it to name just a few things. At breakfast the table mats stuck to the tables, the tables were dirty with old food on them. the waitress forgot our coffees and the butter for our toast so it went cold, at the bar they only had two draught beers out of 5. I complained to the staff and asked to speak to the manager on the day of arrival, no manager on site just on a young girl, she messaged them but they wouldn’t come to the hotel, they told her to clean our room and sort it out as there wasn’t anywhere for us to move to. I spoke to a Manager the following day, he moved us to room 21 on the top floor which we didn’t really want but had no choice as room 12 was awful but no money back or apology was given. Won’t be coming her again and it ruined our time away to our happy place.

On arrival told the heating was only on at certain times. The food from the restaurant was almost inedible, either burnt or cold. No telephone in the room should there be a problem. There wasn’t the warmth of greeting as was there a couple of years ago. Won’t be going again.

Omg don't stay here it's run by children n a horrid cook who don't care..waited 45 to 50 mins for a meal n complained to get a load of nonsense.. we gave up n went to bed....bedrooms are disgusting and filthy..we were froze we cud not even shower..asked girl at reception to put our radiators on but completely ignored us and did not put them on..its like a playground there laffin n joking n running in n out kitchen like school kids..waited 15 mins for a drink up bar as all acting silly in kitchen....woke up next morning to go out and glasses and mess still outside on tables never been cleaned up...flies all in lights n bugs...omg horrid n dirty place and a cold hole....heard plenty of moaning why we were there about teapots dirty n no good....stay away from here.....all staff did not look clean either.dirty clothes and shoes..vile place..but just down road a beautiful place run by adults is furzdown hotel omg it is beautiful and the food....

Tv in bedroom didn't work , we were having a game of cards in the bar area and was told to take our drinks to our room at 10pm as all the lights in the bar were being turned off , so basically had to go to bed , certain female staff need training on how to welcome guests as we are there wages , staff have a group chat going , so after I complained their attitude towards us changed and were made to wait longer for their services , absolutely disgusting and won't be returning , we ended up going to a bar in another hotel who were wonderful and one evening , half their bar had guests from the Kensington , I think that says it all, we were warned from another couple there that after our first night to expect things to get worse and oh how right they were , the amount of people complaining was the worst I've ever seen , couldn't wait to check out

Very disappointed with this hotel How on Earth this can get a 5* rating I will never know!!! The hotel needs a complete upgrade Mold on shower pipe, mold on shower curtain, black mold on bathroom windows, soap scum on edge of taps on the sink disgusting !!! Sheets & towels were nice & white in rooms but that was about it !! Breakfast very poor staff were ok but need some customer service training. Overall very poor & would not stay there ever again.

The whole experience was unsettling. We was there for two days and that was more than enough. I really don’t know where to begin. The room was dirty there was dust everywhere in the radiators where full of dust and bits of food. Cobwebs everywhere. The top of wardrobes and windowsills were full with dust but on the windows it was also grime too. There were rubbish under the bed from previous guests. The kettle was full of limescale and the cups and spoons were dirty. The bathroom was absolutely disgusting we only used it to go to toilet and wash our hands. The shower curtain was dripping in mould and dirt. The black slime and grime covered every corner and crevice. I actually used a cotton bud to remove some from the sink to see if it was dirt or stains but it was dirt a big chunk of it came off on the cotton bud. The toilet itself wasn’t clean I had to clean it myself with antibacterial wipes. The breakfast was ok it was cooked well but cheap ingredients. The service is slow and the waiting staff could do with customer service training especially the girls. The dining room table was dirty and sticky both morning with stains from a long time ago on them. They are glass topped do I can’t understand how glass cannot be cleaned properly. There was four people in the dining room tramps/homeless /drug users who where in the dining room obviously staying at the hotel. Swearing and scratching Both days we had do not disturb signs on our door. We always put it in as soon as we enter the room on the first day as we went away to relax and not be bothered but on the first morning while we was getting changed to go out the cleaners let themself in without knocking and quickly left then 10 minutes later did the same. On the second day after breakfast we went bk to bed for an hour and again they did the same. This is totally unacceptable in my opinion as the do not disturb sign is on the door. At 10am you really don’t expect someone to just come in. It’s really rude and without even knocking first. Never would I come back to this hotel. If relaxed and clean is what you’re looking for this is not the place to come. I’ve been to cheaper hotels and they have been much cleaner. Staff training is definitely needed