Holiday Inn London - Kensington Forum

Dear Madam,

I sincerely apologise for the less than satisfactory experience you had had our hotel.

This is not the usual level of service that our guests have come to expect of us and I am very disappointed with the way in which your comments handled.

I would like to investigate this matter further with the Department Managers and would ask you to contact me so that I may find out details regarding your reservation to do this.

Rest assured corrective actions will be taken to ensure a similar situation does not occur again.

I thank you for your comments as it is through feedback such as yours that we may continue to improve our services and facilities.

Kind Regards,

Angela Galbraith | Guest Relations Manager

Holiday Inn London - Kensington Forum

Email: Angela.Galbraith@ihg.com

Direct Line: +44 (0) 20 7341 3466

We stayed at the Holiday Inn Kensington Forum last Christmas for an eight day vacation. During that time, we found the hotel to be satisfactory with the sole exception of the check-in process (detailed review from that stay is included on this site). However, our guest check-in experience was so bad last time that I did hesitate before booking again on this trip. The convenient location and competitive rates finally sold us on a repeat visit.

When arriving for check in we were presented with similar problems from our last visit. (Our rooms were not ready, we were promised rooms at a later time, etc.) I gave a detailed account of our last experience to the desk clerk who immediately got the management involved to help us solve our problem. After about ten minutes, I was given two hotel rooms with little or no difficulty. My room (a single bed) was positively huge by European standards. The bed was perfectly comfortable, I had ample desk space for my work and my bathroom was much bigger than I expected. My friends were given a two bed room which was considerably smaller but, like mine, was clean and stocked with the necessities.

If you're looking for a full-service experience, this is still not the hotel for you. Almost nothing is included in your stay (breakfast, phone use, internet, etc. all involve additional charges) but the rooms are clean and in relatively good condition (not flashy or stylish by any standards, however). If you want a safe, comfortable place to stay, I would certainly consider this hotel. After my poor check-in last time, I felt like the staff went out of their way to make sure I was happy on this stay. I also had the opportunity to check out the hotel gym on this trip which is roomy and very useful. Open 24 hours it's also convenient to your schedule.

The location of this hotel is it's best feature - two blocks from the tube on lines that run to most major attractions. We also had no trouble catching cabs from the hotel entrance most nights, if necessary. Overall, a very good stay and I would be happy to recommend this hotel to others.