Had my step daughter stay for a week over Christmas. Happy enough with the small room ( she never got the TV to work but that may be more her than the Kensington Close) and complained about the long distance to the room ( there's an annex so some may have to put on their hiking boots). Still all was well enough for the money till she returned late one nite and to a terrible smell from the closet. Dead animal of some sort. We never found out what. At 2am she had to pack up everything and move to another room. That was disturbing enough but when my step daughter said she would I) like to leave a day early on a 9 day reservation (she was leaving early and just wanted to spend the night on a relative's couch). Hotel insisted on charging her for the night anyway (that's over $100). II) Hotel refused any compensation for the dead animal fiasco. A little customer service could have gone a long way here but this and other experiences by family members over the last couple of years suggests management has a hard nosed attitude. After all there's always another tourist coming through the doors, blissfully unaware that an animal might have died in their closet, and attracted by the location and slightly below average prices. We will be using the Tara Copthorne next door for the several thousand dollars a year we spend on lodging in Kensington from now on and have no illusion this review will make any difference to Holiday Inn ( whose name is on the building) .
Comment from Hotel Management
Dec 29, 2016 by Chris - Guest Relations Manager, Hotel Management
Dear Man At Beach,
Please accept my sincere apologies for the shortfalls in service you experienced whilst staying with us. Although it is rare to receive comments of this nature you can be assured that we will fully follow up on internally.
Should you wish to contact me directly as I can investigate more effectively on your behalf, I would be very pleased to hear from you.
Once again please accept my sincere apologies.
Chris - Guest Relations Manager