Melia London Kensington Member of Melia Collection

Adel made us feel welcome throughout our stay with his kindness, attention to detail, and genuine care. He went above and beyond to make sure everything was right. The whole team helped make it a pleasant, memorable visit. Meliá London Kensington, part of the Meliá Collection, is elegant, clean, comfortable, and well located, with excellent facilities. I had a wonderful stay and would definitely return. Highly recommend it.

The hotel is in a great area, and the front desk staff were good. Paula checked us in and came across as genuinely friendly. A couple of the guest service gentlemen were great too, and housekeeping did a good job. The rooms have good amenities, though the beds were uncomfortable, like sleeping on springs. Breakfast had the essentials but no fresh fruit. At check-in, they first tried to put us on the first floor, even though five days earlier they’d emailed to ask how they could improve our stay. I’d asked for a high floor away from the elevator. The manager said they’d given me a high-ceiling room on the first floor. When I said that wasn’t what I’d requested, and wondered if it was because I was a silver member, they said the hotel was sold out. I checked my app and pointed out there were rooms available. Then the explanation changed to there being no rooms in my category, but suddenly one appeared. Breakfast was frustrating too. We asked Neli for an egg white omelet, and she said they didn’t do those, though there was a choice of fried eggs or omelets. I asked Karen, the manager, and she said it was no problem. The next day Neli said a different chef was working and wouldn’t make one. I asked why they could do it the day before, and the 20-year-old rolled her eyes and walked away. Someone else brought eggs, but they were all in pieces. That’s not how guests should be treated. I’ve worked in the industry for over 25 years and have never treated a guest that way. After that, we were ignored, and on the third day I didn’t ask for eggs because I didn’t want to be treated badly again. I’ve never seen a hotel offer eggs but refuse egg whites. Restaurant staff need to understand that guests are what create the business. If the hotel doesn’t want to meet guest needs, it shouldn’t ask what would make a stay more comfortable. Front office manager Thomas doesn’t seem to like hearing complaints or suggestions and only wants to hear that everything is great. How can the business improve if no one is willing to listen?

We chose Meliá Kensington over Queens Gate for its classy but cozy feel near the Natural History Museum, and the style really is lovely. The design is crisp and elegant, with details that catch your eye, from the moss wall by the entrance to the layered lighting. The hotel scent was divine too. I wish I could bottle it and take it home. Anastasia and the whole team were warm, attentive, and hardworking throughout our stay. I can’t remember everyone’s names, getting old has its downsides! A small water issue came up but was sorted so fast it never became a bother. The staff also took photos for us and always found good angles. When our family came to visit, we could sit with them in the beautiful lobby and enjoy complimentary tea and coffee, which made hosting easy and fun. The hotel felt like one of the elegant Kensington homes nearby, and the stay was seamless, clean, and relaxing for the whole family. We’ll definitely be back next time we’re in London.

The one letdown was breakfast. It was very basic, just bread, ham, and cheese, with no à la carte choices like I’ve had at other Meliá boutique hotels. With so many good places to eat in London, it wasn’t worth the time, money, or calories. The hotel itself is a lovely little boutique place, stylish and cozy, and perfectly placed for exploring London. It’s clean and comfortable, with a warm, welcoming feel and delightful staff who are kind, friendly, and helpful. The spotless rooms feel high quality, and the Carner Barcelona bathroom products were a particularly nice touch. The stay was otherwise up to a very high standard. I’d absolutely recommend the hotel, just skip breakfast.