Hotel Indigo London - Kensington

Very good

Pleasant

Liked: Location was great - very close to the tube, restaurants, etc.
Disliked: Breakfast was average.Extremely uncomfortable bed - hard and very high. At first the room we got was much smaller than what we ordered (Premium Queen Room - the size was not as advertised in booking.com!), especially for 2 grown ups and a child. It was located behind the bar (!) and was street-level (i.e. zero privacy for women, and not being able to open the window to air the room, which smelled very musty!).We immediatly asked to move to a different room, and got charged an extra fee for it (10 gbp for each night of our stay, despite the second room being in the same "price range" that we originally ordered and paid for). Second room was in need of renovation - everything creaked horribly (the queen bed, the folding bed for the child, the floor, wardrobe etc) but it was "better" than the first one which was terrible.Then a few nights later we were moved to a different room (because the room below had a leak). It was a huge inconvenience to pack and repack everything for 3 - I would have expected the hotel to "upgrade" us to a slightly better room, or at the very least to offer to waive the ridiculous "extra fee" - they did neither. The staff were very nice and polite, but all in all, It was bad value for money for us and an unpleasent stay.

Very good

Liked: Great staff. Amazing location.

Huge disappointment.

Liked: Our first impression was that the hotel was beautiful & the interior decor was just as lovely. The location is fab & within easy walking distance to Earl’s Court station & the Empress theatre.
Disliked: Unfortunately, we didn’t have much luck staying here & experienced a number of problems which meant our stay was not up to the standard we would expect in a 4 star hotel or for £229 for the night.Whilst initially seeming overall clean, there was dust in the room behind the chairs, on plug sockets & under the bed. The shower head hadn’t been thoroughly cleaned & there was a dirty sheet also stuffed under the additional bed for our 11 year old. More concerning, there was a dangerous plug over the dressing table literally coming off the wall, which could have caused harm. We reported this to the reception immediately & were informed someone would come to look at it, but no one ever did. However, the thing that ruined our stay the most was a loud buzzing type noise which we think may have been coming from a broken air con, faulty pipe issues or something similar, we are not entirely sure. This noise happened approximately every 2 minutes & prevented us from sleeping as it didn’t stop until some time between 2am & 3am. It then started again between 7am & 8am. We reported the noise to a member of staff between 11pm and midnight. We played a recording to them & the same member of staff came to the room to hear it for themselves. They apologised but told us they didn’t know what it was & there were no other bedrooms available for us to move to. They said they would look into it but we didn’t hear anything further from them which meant we had no choice but to endure it. We had our 11 year old girl with us meaning not only did we have disturbed sleep, but so did she. We reported our dissatisfaction & upset once again in the morning to the reception staff but were not offered a refund or gesture of any kind to compensate for it, instead we were just told we would have to email the hotel manager, which we have since.

Exceptional

Uncomfortable room 007

Liked: The staff were fantastic, shout outs to Roger Richard and Victor.
Disliked: The bed was a slab. Rock hard. Mentioned to the desk and extra sheets and toppers where provided but alas made no real difference. There was an intermittent buzzing noise every 10 minutes all night coming from the air con even when switched off. The bathroom was in a poor state sink was hanging off the wall chips in ceramic. Extractor fan not working at all so mould in grout lines. IHG have a good location shame there doesn’t seem to be any investment or maybe I got a bad room. Not good value for money.

Will choose this hotel again!

Liked: Great location, nice facility, big room!
Disliked: Nothing

Not a 4 star hotel

Liked: Not all but most staff are very polite and the breakfast is very good
Disliked: This is definitely not a 4 star hotel,the standards of the room are far from a 4 star hotel, dirty towels , bathroom extremely smelly, mould every where, not good and very disappointing.

Perfect

Liked: Beautifully decorated, great view over gardens over the road, great location and lovely breakfast 😃
Disliked: Nothing to not like