Indoor pool

Reviews of Holiday Inn London - Kensington High St., an IHG Hotel

4 out of 5
Holiday Inn London - Kensington High St., an IHG Hotel
Wrights Lane, Kensington, London, England

Reviews

7.4

Good

Rating 10 - Excellent. 483 out of 1461 reviews" "
Rating 8 - Good. 456 out of 1461 reviews" "
Rating 6 - Okay. 238 out of 1461 reviews" "
Rating 4 - Poor. 149 out of 1461 reviews" "
Rating 2 - Terrible. 135 out of 1461 reviews" "

8.0/10

Cleanliness

7.6/10

Staff & service

7.8/10

Amenities

7.8/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

Andreea

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly staff, best breakfast I ever had, the pool was amazing. Definitely coming back
Stayed 2 nights in Mar 2024

4/10 Poor

Ian

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

Christine

Liked: Staff & service
Stayed 4 nights in Mar 2024
Response from Anfi on Mar 24, 2024
Dear Christine, Thank you for your great review.Best regards,Guest relations

10/10 Excellent

Paula, The Villages

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved our 5 night stay at this wonderful Holiday Inn. The employees were over the top helpful and friendly. The breakfast was the best; my husband ate his full English everyday and said it was the best sausage ever. I loved the variety from just about all food groups. The restaurant was large, clean, the food warm and many choices of coffees and teas. It was a great value. We ate dinner twice in the bar restaurant; delicious food, great prices. And service was superb. We stayed in a premium king room with shower. We have been traveling for 3 months and had 4 suitcases and backpacks, briefcase. There was a area in the room to store those out of the way. The room had a frig which was great for keeping water and leftovers cold. The area could not have been better. A short walk away is the High Street station and bus stops. We were surrounded by food and shops. The hotel had a huge indoor pool and spa but we were so busy and tired we did not use it. It was quiet, the beds were very comfortable. We will surely stay there again.
Stayed 6 nights in Mar 2024
Response from Andrea on Mar 23, 2024
Dear Paula, We are truly humbled by your glowing review of your 5-night stay at Holiday Inn. It brings us immense joy to know that our team's efforts to be helpful and friendly significantly enhanced your experience with us. We're especially delighted to hear that the breakfast was a highlight of your stay, with your husband enjoying the best sausage ever and you appreciating the wide variety of food groups offered.It's great to know that both the quality and value of our dining options met your expectations, and that our bar restaurant provided delicious meals alongside superb service. Your satisfaction with the premium king room, its ample storage for luggage, and the convenience of having a fridge in the room are exactly the comforts we strive to provide for a home-away-from-home experience.Your comments about our ideal location, being a short walk from High Street station and surrounded by food and shops, highlight one of the aspects we are most proud of. While we regret that you didn’t get the chance to enjoy our indoor pool and spa, we hope that on your next visit, you will have some time to relax and indulge in those amenities as well.We are looking forward to welcoming you back for another memorable stay. Until then, we wish you safe travels and more wonderful adventures. Please do not hesitate to reach out to us for your future bookings or any special requests to make your next stay even more enjoyable.Warmest regards,Guest relations

2/10 Terrible

Christopher

Travelled with partner, Travelled with group
Disliked: Cleanliness, property conditions & facilities
Have emailed you
Stayed 1 night in Mar 2024
Response from GS on Mar 23, 2024
Dear Christopher, Thank you for contacting us we have received your email.Best regards

8/10 Good

Tariq

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024

6/10 Okay

Marlene de Jesus

Liked: Cleanliness
Stayed 7 nights in Mar 2024
Response from Anfi on Mar 24, 2024
Dear Marlene de Jesus,Thank you for taking the time to leave a review of your recent stay with us, shared on Expedia. We're grateful for your feedback and take it seriously as it helps us to understand where we can improve.We see that we did not fully meet your expectations, scoring 3 out of 5. We strive to provide an exceptional experience for all our guests, and we apologize if we fell short in any way during your visit. We are keen to learn more about any specific aspects of your stay that could have been enhanced. Whether it was our services, amenities, or any other area, your detailed feedback would be invaluable to us.We are committed to making improvements based on our guests' experiences and would appreciate the opportunity to hear more about your stay. Please feel free to reach out to us directly to share more details.We hope to have the chance to welcome you back in the future and provide a more satisfying experience that truly reflects the high standard of hospitality we aim to deliver.Warm regards,

8/10 Good

John

Stayed 1 night in Feb 2024
Response from GS on Mar 24, 2024
Dear John, Thank you for you review. We hope to exceed your expectations next time around and provide to with the best service. Best regards,

8/10 Good

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Breakfast is very expensive! Go to McDonalds instead!
Stayed 2 nights in Feb 2024
Response from Guest Relations on Mar 2, 2024
Dear Mark, Thank you for choosing to stay with us and for sharing your thoughts. We truly value your feedback, as it plays a crucial role in our continuous efforts to improve our services and offerings.We understand your concern regarding the price of our breakfast and apologize if it did not meet your expectations in terms of value. Our aim is always to provide a high-quality, varied breakfast option that justifies the cost, incorporating fresh, locally-sourced ingredients wherever possible. However, we recognize that everyone's value perception is different, and we're sorry we didn't hit the mark for you.We appreciate your suggestion and understand the importance of offering options that cater to all our guests' preferences and budgets. Please know that we are continually reviewing our pricing and offerings to ensure they align with our guests' expectations and provide value for money.We hope this experience will not deter you from staying with us again. We would love the opportunity to welcome you back and exceed your expectations in the future. If there's anything specific we can do to make your next stay more enjoyable or if you have further suggestions, please do not hesitate to contact us directly.Thank you once again for your feedback. We look forward to the opportunity to serve you again.Warm regards,Guest relations

10/10 Excellent

Margaret

Travelled with group
Liked: Amenities
Great location with pleasant staff and excellent breakfast. We particularly liked the subway so close
Stayed 6 nights in Feb 2024
Response from Filip on Mar 10, 2024
Dear Margaret, It's wonderful to hear that you enjoyed our hotel's great location, found our staff pleasant, and thought highly of our breakfast offerings. We're also pleased that the proximity of the subway added to the convenience of your stay, making it easier for you to explore and navigate the area. We aim to provide a comfortable and enjoyable experience for all our guests, and your feedback is greatly appreciated. Thank you for sharing your positive experience, and we look forward to welcoming you back in the future.Best regards,Guest Relations

10/10 Excellent

Linda

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely,big, welcoming space delicious breakfast We really do like a Holiday Inn can’t really fault them at all We had a great 4 night stay.
Stayed 4 nights in Feb 2024
Response from Anfi on Mar 24, 2024
Dear Linda,Thank you for your glowing 5 out of 5 rating on Expedia and for taking the time to share your experience. We're thrilled to hear that you enjoyed your 4-night stay with us, finding our space lovely, big, and welcoming, with a delicious breakfast to start your days. It’s wonderful to know that Holiday Inn continues to be a place where you feel at home and that we’ve managed to meet all your expectations.Our team is dedicated to providing the best possible experience for our guests, and your kind words serve as a great encouragement to us all. We're so glad you chose to stay with us and that we could contribute positively to your time away from home.We look forward to welcoming you back for another memorable stay. If there's anything we can do to make your next visit even more special, please don't hesitate to let us know.Warmest regards,Guest Relations

10/10 Excellent

Harry

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location
Stayed 2 nights in Feb 2024
Response from Anfi on Mar 24, 2024
Dear Harry,Thank you for the fantastic 5 out of 5 rating on Expedia! We're thrilled to see that you had a wonderful experience with us. Our team strives to provide outstanding service and create memorable stays for all our guests, and it's heartening to know we've succeeded with your visit.If there were any highlights of your stay or specific aspects that you particularly enjoyed, we'd love to hear more about it. Feedback from our guests is invaluable as it helps us continue to enhance our service and ensure we keep meeting and exceeding expectations.We look forward to the opportunity to welcome you back in the future for another excellent experience.Warm regards,

4/10 Poor

Neil

Travelled with family and small children
Disliked: Staff & service
The location of the hotel is excellent - prime for central London. The hotel is ok for value, but we had a bad experience with the overall service and the quality of food is poor too.
Stayed 2 nights in Feb 2024

10/10 Excellent

Lis

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A short walk to the Tube. Room very nice, new and clean. Staff super friendly. The ladies' locker room in the spa facility needs updating, but it's still nice and clean. A very pleasant stay.
Stayed 2 nights in Feb 2024
Response from GS on Mar 24, 2024
Dear Lis,Thank you for sharing your positive experience with us. We're delighted to know that our location conveniently close to the Tube, along with the cleanliness and modernity of our rooms, contributed to a very pleasant stay. It's also wonderful to hear that our staff's friendliness stood out to you; we take great pride in our team's dedication to providing warm and welcoming service to all our guests.Your feedback regarding the ladies' locker room in the spa facility is greatly appreciated. While we're glad to hear it was still nice and clean, we recognize the importance of keeping our facilities updated to ensure the best possible experience for our guests. Please rest assured that we are taking your comments into consideration as part of our ongoing efforts to improve and refresh our amenities.We look forward to the opportunity to welcome you back in the future for another enjoyable stay. If there's anything we can do to make your next visit even more comfortable, please don't hesitate to let us know.Warm regards,

4/10 Poor

Maddie

Disliked: Property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Anfi on Mar 24, 2024
Dear Maddie,Thank you for taking the time to leave a review. We're truly sorry to see that your experience did not meet your expectations, reflected in the 2 out of 5 rating. We strive to provide our guests with the highest level of comfort and service, and it seems we missed the mark during your stay.We would greatly appreciate the opportunity to understand more about the aspects of your stay that led to your dissatisfaction. Whether it concerns our accommodations, amenities, service, or any other area, your feedback is crucial for us to make the necessary improvements.We're committed to ensuring our guests have enjoyable and comfortable experiences, and your insights are invaluable in helping us achieve this goal. Please feel free to reach out to us directly with more details or any specific issues you encountered. We would also like to discuss ways we might make amends and hopefully welcome you back for a stay that truly meets your expectations.Thank you again for your feedback, and we look forward to hearing from you.Warm regards,

10/10 Excellent

Amy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Sofar is excellent. The amenities are great-but for me it the staff that makes the difference. Adil at concierge, Mishi at the front desk, Newton at the bar and Ali at Starbucks-literally can’t say enough about them.
Stayed 1 night in Feb 2024

6/10 Okay

Sue

Travelled with family
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
Our welcome was good the reception area and restaurant and bar were pleasant. The room was compact and clean. The sliding bathroom door had no guide rail so felt very wobbly and perhaps unsafe. Despite appearing fairly up to date there are no usb ports in the sockets and I don’t think the fridge worked at all. We had to spend a long time queuing for the pool. The pool and changing areas are in desperate need of renovation, there were also dirty towels everywhere.
Stayed 1 night in Feb 2024

10/10 Excellent

Brandon

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Fantastic would recommend staying here and i will be back again
Stayed 2 nights in Feb 2024

4/10 Poor

Elizabeth

Very tired hotel. Pool area and changing rooms in poor state. Room service and housekeeping no existent. Disappointing for price.
Stayed 2 nights in Feb 2024

8/10 Good

Kaivan

Liked: Cleanliness, staff & service
Nice stay
Stayed 2 nights in Feb 2024

8/10 Good

Liz

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
compliment tray with tea coffee etc could be better stocked. The tea and milk provided made a horrible drink.
Stayed 1 night in Jan 2024

10/10 Excellent

Allan

Stayed 2 nights in Jan 2024
Response from GS on Mar 24, 2024
Dear Allan, Thank you for the great review. Best regards,

2/10 Terrible

Ahmed

Liked: Cleanliness
Disliked: Staff & service, amenities
There was no water bottle in the room. No proper shampoo and soap in washroom.
Stayed 2 nights in Jan 2024

6/10 Okay

James

Travelled with partner
Disliked: Staff & service
Room was nice but a little small. Staff on room service was rude and not helpful at all.
Stayed 2 nights in Jan 2024

6/10 Okay

Lisa

Stayed 2 nights in Jan 2024

8/10 Good

Alastair

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic location close to the underground, many shops and eateries. Lobby was buzzing each day. Breakfast had many options and was a great way to start the day. Rooms are small but very clean. Would definitely recommend this hotel and will stay there again when in London.
Stayed 5 nights in Jan 2024

6/10 Okay

Julian

Business traveller
Small cold room without a working TV
Stayed 1 night in Jan 2024

8/10 Good

Kathleen

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Just a lovely place to stay. My only complaint is my room was extremely small.
Stayed 4 nights in Jan 2024

10/10 Excellent

Miroslaw

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

4/10 Poor

Christian

Disliked: Cleanliness, staff & service, property conditions & facilities
Pool policy 20 guests max at one time made it impossible for us to use. No reason given for it. Disappointed. Hotel average. Parking rip off £45/day.
Stayed 1 night in Jan 2024

8/10 Good

Tina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Tina Hoffmann 21 /12/23
Kensington High Street is a cosy high end neighbourhood near the castle .We had a great time staying in the hotel .Great location 5 mins walk to train station , supermarket , shopping mall ,restaurant and cafes etc.Room is ok , bathroom is very clean and housekeeping services need to speed up.Enjoyed the vibrancy and lively atmosphere during December festive season .Will recommend to stay in this hotel
Stayed 6 nights in Dec 2023
Response from Guest Relations on Dec 31, 2023
Dear Tina, Thank you for choosing to stay with us at Holiday Inn Kensington and thank you for taking time to provide us feedback about your stay with us. We are happy to know that you liked our location and services. We hope everything was conveniently accessible!!!Reviews like these give us an opportunity to address areas of improvement and helps see what is working. Guest satisfaction is our top priority. Kind RegardsLisa

2/10 Terrible

Christian

Stayed 6 nights in Dec 2023
Response from Guest Relations on Dec 31, 2023
Dear Christian, Thank you for your recent stay at Holiday Inn Kensington High St and thank you for rating your stay with us. All feedback is important and valuable to us, as it helps us see what is working and what is not working. We appreciate you and we promise to work on providing better guest satisfaction. Kind Regards,Lisa

8/10 Good

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Ok. No fridge!
Smaller room! Room 3050! No Fridge in it. That is why i book here! Safe locked and had to call up to unlock it. Had someone elses coins in it. Good breakfast but only cumbernald sausages!
Stayed 1 night in Dec 2023
Response from Guest Relations on Dec 31, 2023
Dear Guest, Thank you for choosing to stay with us at Holiday Inn Kensington and thank you for taking time to provide us feedback about your stay with us.We want to apologize that you had issues during your stay. We understand how this would affect your experience and your overall opinion. We promise to make improvements and we appreciate you for letting us these areas of improvements.Should you wish to stay with us in future we will try our best to make your stay more pleasant. Reviews like these give us an opportunity to address areas of improvement. Guest satisfaction is our top priority. Please feel free to contact us if you would like to discuss this furtherKind RegardsLisa

8/10 Good

Ayesha

Travelled with partner
Stayed 2 nights in Dec 2023
Response from Guest Relations on Dec 31, 2023
Dear Ayesha, Thank you for your recent stay at Holiday Inn Kensington High St and thank you for rating your stay with us. All feedback is important and valuable to us, as it helps us see what is working and what is not working. We appreciate you and we promise to work on providing better guest satisfaction. Kind Regards,Lisa

8/10 Good

Mihhail

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Guest Relations on Dec 31, 2023
Dear Mihhail, Thank you for your recent stay at Holiday Inn Kensington High St and thank you for rating your stay with us. All feedback is important and valuable to us, as it helps us see what is working and what is not working. We appreciate you and we promise to work on providing better guest satisfaction. Kind Regards,Lisa

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from sara on Dec 23, 2023
thank you for staying with us

10/10 Excellent

Talal

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Sep 2023
Response from sara on Dec 23, 2023
thank you for staying with us

10/10 Excellent

Diana

Travelled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from sara on Dec 14, 2023
thank you for rating us

8/10 Good

marc

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from sara on Dec 14, 2023
...

10/10 Excellent

Veda

Travelled with group
London break
This was our 4th stay in this hotel. As usual the service was excellent one we had a great stay. Special thanks to the reception staff who were super friendly and helpful.
Stayed 1 night in Dec 2023
Response from sara on Dec 14, 2023
Dear Veda,Thank you for recently staying at our property and for taking the time to review us.We really appreciate your great feedback and we will share it amongst our teamHope to see you soon!Kind regards,sara guest relations

4/10 Poor

Tsz Kin Milton

Disliked: Staff & service
Stayed 3 nights in Nov 2023
Response from sara on Dec 14, 2023
Thank you for your feedback

2/10 Terrible

Ohn

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was not welcoming at all and should work in back office instead of front desk. Room was not prioritized when I check in at 8am. Room was ready at 3. Bathroom was ridiculously narrow and room was small for two twins. Room rate was outrageous but it’s London during holiday season so never again.
Response from sara on Dec 15, 2023
Dear Ohn, Thank you for recently staying at our property and for taking the time to review us.We really appreciate your feedback and we are very sorry for the issues you encountered during your stay. This is not our usual standards.Hope to see you soon!Kind regards,

10/10 Excellent

Thomas

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had a wonderful stay and the breakfast was exceptional.
Stayed 1 night in Dec 2023
Response from sara on Dec 14, 2023
Dear Thomas,Thank you for recently staying at our property and for taking the time to review us.We really appreciate your wonderful feedback and we will share it amongst our teamHope to see you soon!Kind regards,Sara

10/10 Excellent

Sophie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from sara on Dec 21, 2023
thank you for rating us.

4/10 Poor

Rauf

Travelled with family
Disliked: Staff & service, property conditions & facilities
Not somewhere I would stay again. Room took an hour after check in time to get ready. Bland breakfast, few options. Room was very cold took forever to heat up and the ac was supper loud. The area is good, close to the underground subway.
Stayed 4 nights in Dec 2023
Response from Guest Relations on Dec 7, 2023
Dear Rauf,Thank you for taking time for provide us a review of your stay with us. All reviews from our guests give us an opportunity to see what is working and what is not working.We apologise that you had issues upon your arrival and within the room. We hope that you can give us an opportunity to set things right for any of your future trips.As we aim for guest satisfaction we will make sure to improve the things you had an issue with during your stay.Kind Regards,LisaGuest Relations

2/10 Terrible

Steven

Stayed 1 night in Jul 2023
Response from Guest Relations on Dec 7, 2023
Dear Steven,Thank you for taking time for provide us a review of your stay with us. All reviews from our guests give us an opportunity to see what is working and what is not working.As we aim for guest satisfaction we will make sure to improve the things you had an issue with during your stay.Kind Regards,LisaGuest Relations

8/10 Good

Lee

Liked: Cleanliness, property conditions & facilities, room comfort
Lights Out.
Location of Hotel was perfect for our stop in London. Room was comfortable and general service was ok, despite discretionary service charge automatically being added to bills and wasn’t given an option to not pay it when in the bar area. Downside was having no electric in room for over nine hours, as it had fused due to faulty wiring in a new light connection, this despite being told that it would be repaired. The electric had tripped and sparked twice on the same day. So we ended up having to move room at gone half past midnight. Not impressed
Stayed 2 nights in Nov 2023
Response from Guest Relations on Dec 7, 2023
Dear Guest,Thank you for taking time for provide us a review of your stay with us. All reviews from our guests give us an opportunity to see what is working and what is not working.We are pleased to hear that you liked the location and the room. And that you thought good of our service. As we aim for guest satisfaction we will make sure to improve the things you had an issue with during your stay.Kind Regards,LisaGuest Relations

8/10 Good

Steve

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was nice and the staff were very friendly and helpful. The bed was not the most comfortable because it was two mattresses pushed together. You had a tendency to roll to the middle. Also, the hot tub was not very hot and very small. Nice location near Underground station.
Stayed 4 nights in Nov 2023
Response from sara on Dec 3, 2023
Dear Steve,Thank you for staying with us and for taking time to review us. we are sorry for to hear that issue you had with the bed. Sorry for the inconvienice.Kindest regards,Sara Guest Relations

2/10 Terrible

Thomas

Business traveller
Disliked: Cleanliness, staff & service
Terrible from arrival to departure
I had paid for parking, arrived and was told the car park was full. Asked what my options were and was told by the concierge, rudely, 'speak to the manager'. A pleasant lady came to speak to me and allowed me into the car park which was empty. Then struggled with bags past same concierge guy who just ignored me and didn't offer to help. Checked in and then tried to get to my room, only one lift working which is not good enough for a hotel of this size. Got to the room and it stunk of mould and urine. Moved rooms and whilst the smell was better it still stank so guessing that they had a problem but there were no more rooms to move to so had to put up with it. On check out the same concierge guy saw me struggling down the stairs to the car park and didn't even hold the door open for me. At nearly £500 for two nights there is much better in London - the Copthorne Tara next door for example. Holiday Inn's really are slipping in standards.
Stayed 2 nights in Nov 2023
Response from SARA on Dec 3, 2023
Dear Thomas,I sincerely apologize for the issues you encountered during your stay. This is a very embarrassing situation and rest assured that your experience is certainly not indicative of the usual standards here at Holiday Inn Kensington and I have already transmitted the incidents to our Front Office Manager to improve our service.If you come back and visit us again, please send me an email each time you return, I will prioritize all your preferences in advance and ensure you have the stay that you deserve.Once again, let me apologize for all the inconveniences caused.Kind regards,Sara Guest relations

10/10 Excellent

Aileen

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All staff were extremely kind, friendly and helpful. Warm welcome, excellent breakfast options, clean and comfortable. Cosy lobby area with the open cafe space. Easy to navigate, extremely convenient location, short walk from High Street Kensington Underground
Stayed 3 nights in Nov 2023
Response from sara on Dec 3, 2023
Dear Aileen, Thank you for recently visiting us and for this great review. We are glad you enjoyed your stay with us at Holiday Inn. We look forward welcoming you again.Kindest regards,Sara Guest relations