Ratings based on 2,866 Verified Reviews

4.0 out of 5
85% of guests recommend
4.1 Room cleanliness
4.2 Service & staff
3.8 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Couples
by A verified traveler from scotland

Very convenient for tube station

Posted Apr 25, 2017
Pros: The location staff and breakfasts
Cons: Up date bathrooms
Location: Underground shopping at Westfield s and eating parks cinema
We stayed four nights at this hotel first night we left window open our mistake second night closed window relied upon air conditioning much better and less traffic noise. Breakfast the selection was great have stayed at many hotels in my time have never had the selection like this before and the buffet breakfast was hot .staff very helpful would recommend location and would definitely go back hopefully in the future.
2 out of 5
by A verified traveler from UK

Very dissapointing

Posted Apr 24, 2017
Pros: Nothing.
Cons: Everything
I stayed the night before running the London marathon. Firstly the man on reception kept calling me sir by accident (I am a female and look very much like a female) so got a little irritating. In the evening, I walked up to the bar to ask for a glass of water and out of the four people stood behind the bar, the lady walked off and smiled, the other man walked off and said he would be two minutes and the others kept pulling the mint leaves off the stems. The the room was very small. My husband had to open the bathroom door to dry himself after getting out of the shower as it was so small. There was a big stain on the carpet next to the bed, ripped wallpaper and a very uncomfortable bed. The worst thing was how thin the walls were. I could hear the man in the next room having a wee as clearly as if he was in our room. I could hear everyones conversation that walked down the corridor and of the people in the rooms next door. Impossible to get a good nights sleep.
3 out of 5
by A verified traveler from Leeds

Nice enough but nothing special

Posted Apr 24, 2017
Pros: The location is good as it's very close to Shephard's Bush underground
Cons: Customer service.
Location: Location is good. From Shephard's Bush underground, you'll be able to find your way to the centre of London easy enough.
The hotel was nice enough but nothing that blew me away to be honest. I feel a bit let down with the customer service. Prior to check-in, I had sent an email to the hotel, advising that it was going to be my girlfriend’s birthday and it’d be nice if they could wish her a happy birthday, leave a card or something, just to make it that bit more special. When checking in, we were asked a few unusual questions then advised that we now had breakfast inclusive in our stay so I assumed they added this on as a goodwill gesture. However, when we got up to go for a breakfast, we were told it’s not inclusive and we’d have to pay. This made me look like a fool but not only that, it then meant that the hotel had done nothing for my girlfriend’s birthday and I expected more when staying at such a well known hotel chain, especially when it’s not a big ask.
3 out of 5
by A verified traveler from UK

Mediocre

Posted Apr 21, 2017
The room was quite basic although clean and tidy. I was quite surprised at how small the room was, and how small the bed was, not much room for me and my 6ft 3 partner!
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager , Hotel Management
Dear Chloe, Thank you for sharing your invaluable feedback with us. We are sorry that not all aspects of your stay were satisfactory but hope to have the opportunity to redeem ourselves in the future.
4 out of 5
Recommended
for Everyone
by A verified traveler from NC

Great Location!

Posted Apr 16, 2017
Pros: Proximity to Holland Park neighborhood and Shepherd's Bush Station on the Central Line. Lobby is updated and very nice. Restaurant/Bar is wonderful.
Cons: Furnishings are so basic and old. This didn't look anything like a Hilton in the States.
Location: Short walk to Central Line (goes to all the main attractions), Westfield Mall retailers & restaurants, Holland Park neighborhood shops & gastropubs.
Conveniently located less than 5 minute walk to Shepherd's Bush Station on the Central Line/Overground/Bus AND Westfield Mall (upscale and reasonably priced retailers, many restaurants). Surprised this is called Hilton London Kensington, as it is located within Holland Park, a trendy upscale walkable neighborhood with local shops and gastropubs. Our room was clean, but as basic as it comes. Very simply furnished and tired outdated bathroom. Not that we had time to watch tv, but late at night when unwinding from a long day of sightseeing we were hoping to watch a little news but were only able to tune in to two stations and picture was not that clear. To be fair, we didn't take the time to report the problem though.
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager , Hotel Management
Dear Nikki, Thank you for sharing your invaluable feedback with us. We are sorry that not all aspects of your stay were satisfactory but hope to have the opportunity to redeem ourselves in the future.
5 out of 5
Recommended
for Everyone
by A verified traveler

Good location for our visit to London

Posted Apr 15, 2017
Staff friendly&helpfull. Breakfast really nice,good selection of foods. Room clean, would come to this hotel again.
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager, Hotel Management
Thank you for your recent stay and for taking the time to share your experience with us. I am pleased to hear you had a satisfactory stay and look forward to welcoming you back soon.
4 out of 5
Recommended
for Everyone
by A verified traveler from New York, NY

Great Customer Service

Posted Apr 13, 2017
Pros: The bar way always open, whether it be for a tea or a cocktail.
Cons: temperature control was a bit finicky
Location: Great neighborhood location, but with very quick access to the Shepard's Bush or Holland Park station - there were also great restaurants close by!
We had wonderful customer service, our room was ready early - the desk staff was extremely pleasant and helpful, and the concierge was willing to help and go the extra mile to make sure your stay in London was everything you wanted. We had a package delivered to the hotel prior to our arrival, and they kept it safe and sound until our arrival without any extra charge.
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager , Hotel Management
Dear Melissa, Thank you for sharing your kind feedback with us. The team and I are delighted to have made a lasting memory for you and we hope to welcome you back to Kensington soon.
3 out of 5
Recommended
for Everyone
by A verified traveler from Glasgow

Slightly disappointing for a Hilton....

Posted Apr 13, 2017
On arrival the staff were very helpful by allowing us an early check in. We rejected offers to pay for an upgrade, and we consequently ended up in a small room which you really had very little room in. The room smelled as if someone had just done the toilet - each time we returned to the room from being out. We had to open the window each time we returned. We also had a fridge that didn't work and an ironing board that kept collapsing when you tried to iron. Highly dangerous. When we checked out I was charged for 2 day breakfasts despite me clarifying 3 times the previous day with the receptionist that we only wanted it once. It was fixed quite quickly but an error I am still confused as to why it happened. Finally at check out when we asked the concierge to keep our bags, you would have thought we just threw slurs and insults at him. His face said more that his mouth - as he literally said nothing. However - got a great sleep both nights and is an excellent location. May consider using again.
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager , Hotel Management
Dear Stephen, Thank you for sharing your invaluable feedback with us. We are sorry that not all aspects of your stay were satisfactory but hope to have the opportunity to redeem ourselves in the future.
4 out of 5
Recommended
for Everyone
by A verified traveler from New Delhi

Nice Hotel but not the Hilton we expect.

Posted Apr 11, 2017
The rooms size is too small for 2 people. Also we faced challenges with the washroom, shower broken, flush choked. The hotel should also think on recreational center like a pool or TT for people staying for long period. But apart for that its nice, great location.
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager , Hotel Management
Dear Dev, Thank you for sharing your invaluable feedback with us. We are sorry that not all aspects of your stay were satisfactory but hope to have the opportunity to redeem ourselves in the future.
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel ideally placed for transport links

Posted Apr 10, 2017
Well organised. Checking and out couldn't have been easier. All available facilities readily accessed. Breakfast excellent with plentiful supply of various menu choices. Consierge well organised. Most enjoyable stay
Comment from Hotel Management
Apr 24, 2017 by Veronica, Guest Relations Manager , Hotel Management
Thank you for your recent stay and for taking the time to share your experience with us. I am pleased to hear you had a satisfactory stay and look forward to welcoming you back soon.