Cleveland Residences Kensington

Gemma at reception deserves a shout-out. I left something in the apartment, and they kept it safe for me to collect five weeks later. We liked everything here: the staff were great and easy to communicate with, and check-in and checkout were simple. The location was ideal, close to everything in a safe neighbourhood. Highly recommended.

We've stayed in many places, and this was a great spot for visitors to London. The tube station is only a three-minute walk away, and the room was clean. The staff were kind and helpful. We met Shubihi, who helped us a lot. She's a very nice person. We'll definitely come back.

We had to cancel our Booking.com reservation for 15-20 January after a sudden, serious family medical emergency and unexpected hospitalisation. Booking.com reviewed the situation and said it was willing to issue a refund, needing only the property's approval. Management refused, saying they'd lose money if the room wasn't booked again, even though Booking.com explicitly said the property wouldn't be charged. Even our non-refundable flights were refunded because of the emergency, but this property showed no flexibility or understanding. This wasn't a casual cancellation. Future guests should know that management seems unwilling to make exceptions or show compassion, even in extreme circumstances.

The bathroom was lovely and clean, and the one-bedroom room was a decent size for us. But the heater in the bedroom never switched off, so it was impossible to control the temperature. There were quite a lot of dark hairs on the pillowcases, the blinds didn't work and had to stay down the whole time, and the sofa bed was uncomfortable. We could hear a lot of noise from the hallway and the room above. Check-in felt a little odd and unfriendly.