The Other House South Kensington

Yuliia and Devesh were especially helpful, friendly, and attentive, and their service made my visit even better. The hotel was very nice, clean, comfortable, and well maintained, and the staff as a whole went above and beyond throughout my stay. I had an excellent experience and would gladly stay here again.

On our first night in London, Julia at the bar/restaurant made us feel right at home. She was so friendly, attentive, and helpful, and that welcome made our first visit to the UK memorable. The Other House was fantastic and exceeded all our expectations. I can’t recommend it enough, and I’ll absolutely stay here again next time I’m in London.

The staff were wonderful all weekend, especially Julia, Cristina, and georgie, who served or helped our group. They treated us so well when we came for a booked hen party brunch. We had an incredible 2 day stay in one of the vault flats, with immaculate rooms, comfy beds and sheets, and a lovely pool. The location is perfect, with a lovely high street nearby. Thank you all for being so amazing to us.

The Other House South Kensington was a deeply disappointing stay for us. At check-in, there was an unbearable high-pitched buzzing from the ceiling 24/7, and the AC didn’t work. Engineering said the noise came from the fresh air supply directly above our room and couldn’t be fixed, something we should have been told before checking in. We were assured the AC worked and just needed time. We left it on at 19°C all day with the curtains and windows shut, but came back 8 hours later to a room that was still boiling hot. For 4 days I kept contacting reception for help. They said engineers couldn’t enter because we had a Do Not Disturb sign, even though housekeeping had come in and cleaned during that same period. The manager was the only person who helped, agreeing it was unacceptable and personally assisting us with a move to another room. There were cleanliness problems too. After one cleaning, I found a pillowcase with multiple yellow stains, despite the bedding supposedly having been changed. I took it off straight away and left it on a chair for housekeeping to collect the next day. The decorative couch cushions also smelled strongly of cat urine. The hotel allows pets in guest rooms, but that smell was unpleasant and unacceptable at the premium rates they charge. When we changed rooms, we left our laptop and phone chargers behind. For 2 days reception kept saying housekeeping and security couldn’t find them. We bought replacements, then returned later that day to find the original chargers waiting in our room in a zip-lock bag. Nobody told us they’d been found, which cost us time and money unnecessarily. For a place advertising itself as a 4-star hotel, it felt more like a serviced apartment with very limited guest services. We were told to refill our own water bottles downstairs. There’s no spa or in-house laundry service, and when laundry from a third-party company arrived at reception, staff refused to bring it up because they were “too busy” and “short staffed.” Slippers and vanity kits were missing too. For the price, I expected far better. Apart from the location, poor customer service, cleanliness, missing amenities, and maintenance problems let the stay down. I wouldn’t recommend it.