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Best Western Seraphine Kensington Olympia Hotel, Londres

3.5/5  - basé sur 488 notations.
225 Kensington High Street, W8 6SA, Londres, Great Britain - See map

The Best Western Seraphine Kensington Olympia Hotel is ideally located on Kensington High Street. a short walk from the High Street Kensington Tube Station, this modern hotel overlooks Holland Park and is the perfect choice for leisure and business breaks with plenty to do in the surrounding area and beyond. All rooms are individually designed and have feature walls containing images of local monuments and attractions. Enjoy your stay.

Best Western

Seraphine Kensington Olympia Hotel

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Hotel advantages

  • Air conditioning
    Air conditioning
  • 24-hour front desk
    24-hour front desk
  • Safe deposit box
    Safe deposit box
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Guest reviews

In partnership with tripadvisor fr
based on 490 guest reviews
NOTE ISSUED
Excellent
105
Very Good
186
Average
115
Poor
49
Terrible
35
REFER TO NOTICE
Business Business
83
Couples Couples
207
Family Family
78
Friends getaway Friends getaway
56
Solo travel Solo travel
35
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Not my cup of tea"

2
17/07/2018

The pros: not too long of a walk to the underground, some nice coffee shops and bakeries close by. The cons: This is a very small room, breakfast was terrible so no value what-so-ever, no touristy stops in the neighborhood, no elevator and a long flight of stairs with luggage, grubby little shower than retained water, the desk called us an off book cab for our early ride to the airport and they charged us a fortune!

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and I am sorry that you feel disappointed about your stay. Rooms are the average size for a London property and breakfast is actually complimentary. Unfortunately we had a problem with the lift that travels from ground to first but the second one that takes you to all the other floors are fully functional. We are not even 5 miles from most of the major tourist destinations with the Design Museum, and Holland Park almost opposite the hotel. The taxi that we tend to arrange for guests are around cheaper by £15-20 compared to London black taxis. I do hope you will visit us again. Regards, Ronnie

"Service needs attention!"

2
14/07/2018

Arrived at hotel at 6pm and room was still not ready. When we got in the beds had not been changed since previous guests, their water bottles were also still sitting next to bed! The receptionist did not have another room so we had to wait further until ready, a complementary drink eased our unhappiness a little. It's a shame as the hotel is well positioned in a lively area and easy to get around transport systems.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and what you have mentioned is certainly not the standard and is definitely not acceptable under any circumstance. I will be taking this issue up with the Housekeeping team and ensure something like this never ever takes place again. Occasionally we could have a delay in getting the rooms back due to late departure of some guests but is certainly not the norm. Regards Ronnie

"A disgrace, filthy"

1
03/07/2018

The air conditioning was the room was o/s the first night. London was having some really nice weather 29C but the room boiled. Kensington High St is very busy so impossible to sleep with window open. The hygiene levels were atrocious, there was blood on the pillow when I entered the room for the first time, the replacement room.. On the morning of 13th raw sewage was seeping up through the shower tray. Pictures speak louder so I enclose photographic evidence. I engaged with Mr Ronnie Cherian Cluster General Manager on site who gave me to understand a full refund would be forthcoming on application from Hotels.com, hotels agent. Hotels.com are sympathetic but even though both parties are cc'd in emails they blame each other for refusal to sanction refund. This hotel is a a health hazard, a disgrace to the image London wishes to cultivate.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest First and foremost on behalf of the entire team please accept our sincere apologies for all the inconvenience caused. I know that we engaged with one another and what happened was totally beyond our control and every effort was made to get the block sorted but as you know I was at the mercy of Dyna Rod the professional drainage company. I agreed to refund 50% of your stay as the problem occurred on the 2nd night of your stay and since it was booked via hotels.com it is only right that any refunds etc. are done via them because the money was paid by yourself to them and not to the hotel. Please do contact them in case you have not received your refund. Regards, Ronnie

"This is NOT a 4***** hotel, lifts and AC does not work"

2
29/06/2018

We booked a "family room" from Sunday 24th of June until Thursday 28th of June. As the lobby/reception is located on the 1st floor, a sign at the entrance told us that a lift was around the corner. So we walked around the corner, only to find that the lift was Out of order. Back again and the up the narrow stairs to the lobby. We checked in and got room 210,located one floor up from the reception. We could take a lift from this floor, but if we wanted to take that lift, we could NOT lean on the walls and had to hold the button all the way until our floor. We took our suitcases up the narrow stairs to our room. Room looked ok, small but ok. But the bathroom had clear signs of mould, the toilet seat was loose, half empty roll of toilet paper and 3 hand towels. And the room was quite warm too. We decided to clean ourselves (not the first time we have done that in hotels) buy more toilet paper ( I got 1 roll in the morning) and also buy bath towels. Also figured that when we came back from shopping the AC would have cooled the room. It´s been super hot in London these days, and our first night was terrible because the room was so warm. Sleeping in such a warm room gives you headache and you do not sleep very well either. The next morning we told about the AC problem at the reception. A very nice guy (think it was Aranit) told us that he would find another room away from the sun/street if possible or put fan in our room. When we came back in the afternoon we got room 211 (across from 210) Our suitcases was moved into that room. The bathroom didn´t have mould or broken toilet seat. Had more toilet paper AND also bath and hand towels. Not so warm either, but still too warm. Again we thought the AC would take care of the problem. When 3 people sleep in a warm room, the room only gets warmer. I went down to the lobby at midnight asking for a fan as the temperature in the room was awful. We all had headaches and didn´t feel good. The lady in the lobby said that if she could find a fan, she would bring it too our room. I kind of knew that she would never come with a fan. After one more sleepless night, I ended up with a terrible migraine and had to stay in the room that day. Thankfully a shop not too far from the hotel had fans for sale, so we bought our own fan. This fan helped us "survive" the next days. Also started to look for more reviews on this hotel, from Tripadvisor, hotels.com, booking.com etc. Guess what, it seems that the lifts been out of order since at least December 2017, and we are not the only one experiencing AC problems. I would like to say to the General Manager: This is London, I´m sure you can find another Company that can fix the lifts and also the AC. Location of this hotel is great. The rooms are small, but we do not mind that. Breakfast is also was we expected, a decent continental. BUT the lifts and air condition should work. When we left, they didn´t asked us if we had a nice stay or welcomed us back again. I think they knew quite well how our stay had been. I try very hard to be as objective as possible when I give reviews. This is supposed to be a 4***** hotel, but it is NOT.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest On behalf of the entire team, please accept my very sincere apologies because what you described is certainly unacceptable. All guest comments are taken seriously because that is the only way we can improve. The lift was fully functional and lately it has once again started to play up. I can promise and assure you that the lift has not been out of order since December 2017. Unfortunately I am at the mercy of the lift company and all I get is that they are still waiting for some part. I must admit that I am surprised about the AC as it is regularly maintained and we only got all the bedrooms serviced 2 weeks ago. Once again please accept my apolgies and hope you will give us another chance to prove that this was a one off. Regards Ronnie

"Stay Somewhere Else!"

1
26/06/2018

This hotel was so bad we checked out after one night and switched hotels. The elevator/lift wasn't working. That and the hallway/stairwell carpet were the first indication that the hotel is extremely run down and not well cared for. It was all faded and frayed. Hallways are narrow and stairwells are steep. We got our first room and it smelled like a sewer. The window looked out to a concrete wall. The room was so small you couldn't open the bathroom door fully as the bed was so close. They switched our room when we complained about the sewer small and we got a room that didn't smell like sewer, however the whole hotel smalls like curry or spice, probably because of Nando's restaurant downstairs. This room had mold all through the shower and the toilet seat wasn't attached properly. Smallest bathrooms I've ever seen! There was a noise all night, some kind of machine running but I don't know what it was. We booked through Expedia for 3 nights so we forfeited the one night fee to stay somewhere else as I couldn't breathe with the bathroom mold. Booked at the Holiday Inn just around the corner which was 1000 times better! The only good thing about this hotel is the location, but there are 100 other hotels in the area. Continental breakfast was OK, nothing special. This is not the quality of a Best Western hotel chain we are used to, I am surprised they put their name on the door. Traveled from Canada.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and on behalf of the entire team please accept our sincere apologies for not meeting your expectations. I will certainly look into all the points raised and hope you will indeed give us another opportunity to prove that this was a one off. Regards Ronnie

"Surprise package"

4
22/06/2018

Having read the reviews on tripadvisor wasn't sure what to expect. From the street it is nothing to look at but inside it was lovely. Our room was lovely and clean and very comfortable. Breakfast was continental but plenty of choice and very lovely. We had a room on the back on the 2nd floor and was very quiet. The reception was on the first floor however on the day we visited the lift was broken. Only concern was a fire door was propped open with a fire extinguisher which we reported. Booked via booing.com and the price was really reasonable. It is only a five minute walk from Kensington High Street tube station. Would definitely stay again if in London

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and on behalf of the team please accept out thank you for your positive review. We look forward to welcoming you back. Regards, Ronnie

"Upgraded room, comfortable stay"

4
11/06/2018

Friendly and helpful staff, especially Aranit. They upgraded my room to a double and that was excellent. Easy to reach by public transport. Easy walking distance to Imperial college. Room size is small.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and I am pleased that you enjoyed your stay with us. Regards, Ronnie

"1 night stay"

4
03/06/2018

On arrival we were offed a larger room (myself and my sister) when getting to room we found it small and double bed tiny (this hotel does not do twin rooms), toilet flush would not work so needed to be fixed was done very quickly, the room was very hot so took ages to cool down, breakfast was clean in a small space but did the trick, We were able to leave our cases to collect later that day in locked room. Over all nice hotel would not wanna stay more than one night tho.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest Thank you for your feedback and i was pleased to note that overall you enjoyed your stay with us. Regards, Ronnie

"Small double beds"

2
02/05/2018

I stayed the night with my partner and neither of us are large, but the double bed is only large enough for one of you to get a full nights sleep. On top of that it sounded like a washing machine was going all night, to the point that's all I cold focus on. Great location, but was let down by the above.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and I hope you mentioned this noise to reception before leaving. All our beds are Queen size which is ft. I hope this will not deter you from visitng us again. Regards, Ronnie

"Small rooms, friendly staff, excellent location"

4
26/04/2018

Stayed here for 1 night whilst attending a conference in the nearby Olympia. Flew into Heathrow and took Piccadilly line to Hammersmith (approx 30min). This hotel is 5 min walk from Hammersmith underground station. I arrived around 9am and was given a tag for my bag and they placed it in the baggage storage room. Reception staff very friendly and helpful. Rooms were small, but very clean. Really nice shower and bathroom was spotless. It was a single bed, but as the location is so good you have to understand that is what you are paying for. Breakfast was a continental buffet with excellent choice. No restaurant on site but staff very helpful in recommending nearby options for dinner. I would definitely recommend this Hotel if it is located close to where you wish to go in London.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and am really glad that you enjoyed your stay with us. The location is excellent with everything close by. I do hope you will return and give us the chance to welcome you back. Regards Ronnie

"Very cute, but not a 4 star"

3
03/04/2018

No restaurant, no room service, small breakfast room with toast and coffee. Rooms very small. BUT, cute, clean, good bathroom, free wifi, flatscreens with good sound. Reception one floor up is just a desk. This is a small house remahaped into a small hotel. We will stay again if price is right. Very nice people working here!

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your lovely feedback and endorsement of the hotel. The reason we don't have a restaurant is purely because of the choice of restaurants within walking distance. breakfast is complimentary and hence why we just stick to continental cuisine. Hope to see you again Regards Ronnie

"Nice rooms"

4
11/03/2018

Building work going on, maze like corridors but nice clean room and bathroom, breakfast was good also and the staff friendly and helpful. Hotel is also down the road from an underground station which was helpful. Is also located on main high street with plently of shops and restaurants

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your lovely feedback and on behalf of all the staff a huge thank you. I do hope you will come back and visit us again. Regards Ronnie

"AVOID THIS HOTEL THROUGH BOOKING.COM"

1
27/02/2018

Don't waste your time booking this hotel online at what you might think is a decent rate. booked a deluxe room for two nights for £196 through Booking.com on a pay later basis. We have now had an email cancelling our booking as the rate was a so called mistake and we are now being asked for £421 from the hotel instead. The only way they will honour the original rate is to pay up front. Booking.com is still offering this hotel for the same dates at a much lower rate than the hotel wants to charge us. Have cancelled this booking as don't feel able to trust anything the hotel tells us. Avoid booking this hotel as it is a total waste of your time!! Can't comment on the hotel itself as didn't get to stay there.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Apologises for not replying sooner but i would like to reassure you that in no way are we trying to cheat you. There was glitch on the system where the true rates were not published. We did speak to booking.com as well as to most of the guests explaining what happened. We have not cancelled any booking and actually agreed to honour the rate provided the credit card details were given to us. We never charged anyone in advance either. Please do come and stay and hopefully your impression of the hotel will change to positive. Regards Ronnie

"Steady Hotel, good location for Olympia "

3
27/02/2018

Stayed for 5 nights whist visiting Olympia, which is within 10 minute walk of the hotel. The room was a little small, but It was large enough. The continental breakfast was a little basic, and most mornings it was fine, but at busy times the room is only small and it becomes a little chaotic. The hotel doesn't offer any evening meal, but there are plenty of places to get something to eat nearby.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and apologies for not replying sooner. I am glad that you enjoyed your stay with us and look forward to your next visit. regards Ronnie

"TERRIBLE!!!"

1
22/02/2018

I stay in London for business every week ... ended up in this unfortunate hotel recently(lack of hotel availability London Fashion week). 3rd Floor struggling up a steep staircase with luggage ...dangerous, out of order lift (was told it was always out of order), filthy communal carpets, poor décor, room I had (304) was the smallest I've ever encountered even by London standards, bed felt like a camp bed, big dirty damp stain on bedroom carpet (didn't want to take my shoes off), scraggy curtain that only covered half the window, couldn't walk around the bed, basin in bathroom was the size of a small mixing bowl (and looked like a urinal) ...generally unclean. Strangest hotel entrance I've seen, reception in a breakfast room??? Not even hostel standard for £134! Best Western ..... staggered you'd want to put your name to this hotel ......Wild Western more like!!! Stay at your peril ....

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest On behalf of the entire team please accept my sincere apologies. We do strive to make every guest experience enjoyable and I am sorry that we let you down this time. Prices of rooms will hallways go up or down depending on the demand and as it was London Fashion week some rooms in the area were selling above £250. I do hope you will give us another chance. Regards Ronnie

"Don't book online with this hotel"

1
22/02/2018

I booked a room at this hotel at a competitive rate via Booking.com. Several days later, when I had already made arrangements for my trip to London, I was informed via Booking.com that the hotel had made a “mistake” and that the actual rate for the room would be effectively double what was quoted. Totally unacceptable, and Booking.com's response to my complaint about this was completely ineffectual. I find it funny that every time these big hotel organisations make “a mistake” the price that they want is always higher than the originally quoted one, never lower. A nasty cynical rip off, by a hotel chain that should be better than this. I won't be using their services again. Don't know what the actual hotel was like because I cancelled my booking. A complete waste of my time..

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and i am really sorry for the experience you encountered. I promise and can assure you that in n o way do we try and fleece our guests because that could just finish us off. we did have a glitch in the system and for some reason the discount that was offered was over 40% which was wrong. We did try to contact each guest individually and offer the right rate. As a gesture to show good will please contact me directly when you next want to stay and i will make sure that you will not be disappointed. Regards Ronnie Cherian

"Great location for central London"

3
18/02/2018

This hotel is right on Kensington High Street just 200metres from the tube (circle line) which makes it ideal for seeing the sights of central London. The rooms are fairly small but reasonably well appointed. The breakfasts are self service continental and of fair quality.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your wonderful endorsement and am very glad that you enjoyed your stay with us. Regards Ronnie Cherian

"Good Value"

4
05/02/2018

While the hotel and the rooms are small and are not too fancy; nevertheless the rooms are clean and up-to-date. The shower was the best in that it had a rain shower head, with instantaneous hot water. A full breakfast is included in the room rate - no hot food, but offered boiled eggs, cold meats, croissants, pastries, bread rolls, toast, 4 cereals, yogurt, a fresh fruit salad, canned peaches, canned tangerines and a coffee machine that made hot chocolate and 4 or 5 types of coffees. The hotel is located right next to a Portuguese chicken restaurant (Nandos's) and a 5 minute walk to the High Street Kensington tube station.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest Thank you for your wonderful endorsement and on behalf of the team please accept our thanks . I hope we can get the opportunity to welcome you back in the future. regards Ronnie Cherian

"top spot"

5
01/02/2018

stayed here last month & really enjoyed it. No cooked breakfast tho. I will make this my regular stay over now, very good food & pub places on the door step whatever budget. Its great for the tube & buses & there is the design museum down the road. Most museums are very close & hammersmith for more nightlife

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thanks for your review and your appreciation, We give special focus to all our guest reviews in order to serve more well. Your review will definitely help us to learn and strive more in order to meet and exceed all our guest satisfaction levels. We look forward to welcome you soon again. Regards, Ronnie Cherian

"Not impressed"

2
05/01/2018

on arrival the check in was wonderful the room was not what the picture in the brochure advertised. it was smaller and older. they gave us a disabled room so the bathroom was huge with heated floors. patchy walls and some metals were rusty. the king bed was actually two singles pushed together, no top sheet, a flat sheet tucked in and a duvet. i asked for a second sheet and though they brought one up they were surprised to hear my request this is how they make beds!! oh and no wash clothes or flannels, only hand towels and bath towels. apart from a delivery man crashing and banging outside my door at 745 am, this hotel is close to everything. the staff is very kind and friendly. would i stay again. probably not, its not what you would expect 3 blocks from kensington palace. its more like a hostel than hotel, oh snd the elevator does not work

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest Thank you for your feedback and glad that you enjoyed your stay with us. The description about the lift belongs to another property of our further down Kensington high street and hence I am a bit confused as it does not relate to the hotel that you stayed. if the hotel that you refer to was kensington then there is no lift and this is displayed in every website clearly indicating the facilities. Regards, Ronnie Cherian

"A small double room, but reasonable value for money"

4
28/12/2017

It was the week before Christmas, Olympia busy every night and a Kensington address - so £82 was a fair price. The hotel is well positioned on the High Street, around four minutes walk from the tube. Our room was small but as we were going to spend only eight hours in it that was not a big problem. Considering how cramped the bedroom was the bathroom had plenty of space and was well provisioned. The room was right over the main thoroughfare but we had no problem sleeping from midnight to well past seven. Breakfast was Continental style, not a lavish feast but adequate. For a similar one night stop in this part of London the price was competitive.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and i am glad that you enjoyed your stay with us,. Look forward to your next visit where hopefully we can welcome you back. regards, Ronnie Cherian

"Beware - NOT a good experience."

1
19/12/2017

We stayed at this hotel from Dec 11 - 17 2017 via Booking (who offered no assistance). The choice of this hotel was a Huge mistake . We are seasoned travelers and this is the worst hotel we have experienced in years. Other than the location and the decent continental breakfast, it was BAD. Let's start with the fact that there is no working lift. For the whole week of our stay, the lift did not function. Staff were embarrassed and even suggested we contact the manager who didn't show his fact the whole time we were there. It is one flight up to reception and we were given "deluxe" rooms on the third floor. The beds were lumpy, pillows were terrible and ancient - and room very small. My husband who is in his 70's really suffered climbing the three floors every time we returned to the hotel. As I see by other reviews, the story with the lift is not new, the hotel should have its stars removed and be fined for not offering accessibility for the disabled. I actually saw a woman with a cane struggling to climb the stairs. Upon arrival, we were asked by the desk clerk whether we expected them to carry our 4 large suitcases up the stairs!!! And I don't blame him. The management should be responsible to have a working lift or else advertise that there isn't one. In short, a dump!

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest On behalf of the entire team please accept my sincere apologies for not exceeding your expectations . We do strive very hard to ensure that all comments are taken on board and acted upon. With regards the lift we have tried everything possible with the lift company and they have let us down time and again. I am truly sorry about this and I do not expect any guest to carry their own lugger up two flights of stairs. Reagrds Ronnie Cherian

"An insult to 4 star hotels"

2
17/12/2017

Positives: - Decent location on high street Kensington. Negatives: - No elevator from ground floor - Mouldy, humid smell in room - Dirty carpet in room with large stains - Mould on walls in bathroom - Disgustingly dirty shower heads - Loud street nose, even with closed windows - Loud air-conditioning/ventilation - Poorly maintained/dirty overall - Hand wash provided as shampoo/body wash in shower - Very basic breakfast - Poorly trained staff arguing in front of guests - Payment taken from card even though room was not pre-paid Overall a run down, very poor value for money hotel. Calling this a 4 star hotel is an insult to 4 star hotels, as this is best case a 2 star hotel. Damaging to the Best Western brand. For £50 per night, this might be an ok choice given the location, but for over £150 per night I paid, this is a terrible hotel. I regret not researching more before booking as many of the comments here were clear warning signs.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Please accept my sincere apologies for your recent stay. We have a 4 star accommodation accreditation and not a 4 star hotel. Breakfast is actually complimentary and hence why we just serve continental. regards Ronnie Cherian

"Lovely little get away"

5
14/12/2017

We had a weekend away to see a show so stayed one night on sat 9th December. We arrived early for check in but Aranit put himself out to find a room ready which we found to be clean, comfortable, great shower and we had a good nights sleep. He was good to talk to, very friendly and you really felt nothing was a problem. The breakfast was a continental style but they had everything you needed which set us up for the day. We also received excellent service when checking out and were able to leave our luggage safely until we left later on in the afternoon. We would definately stay here again, so convenient for shopping and underground, only three stops from paddington to get to.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest On behalf of the entire team can I say a huge thank you for your lovely endorsement of the hotel. I am glad you enjoyed your stay and look forward to your next visit. Regards Ronnie Cherian

"Average at best"

1
14/12/2017

Staff rude as per previous reviews, lift not working, rooms fairly clean but cramped. Was located in room 221 away from the traffic and the front of the building however as stated in other reviews there was some sort of generator noise going all night which kept me awake, it roared into action every few minutes. I ensured the air con/heating was turned off so they cannot blame it on that. The mattress was far too hard, the extra pillow did not have a cover on. The breakfast was a sad display of tasteless pastries and insipid looking meats with a few pieces of fruit and yoghurts, not what you would expect for the price. Would not recommend.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Please do accept my very sincere apologies for not meeting your expectations. I take every review seriously because it is important and the only way to improve. I am not at all sure about where this noise is coming from because we have nothing on at night. Will try and investigate this further. with regards to breakfast i hope you realised that it is actually complimentary and hence why it is only continental fayre. Regards Ronnie Cherian

"Distinctly average"

3
06/12/2017

Good location and no problems with cleanliness in my room. Acceptable size room given location and price. Staff i met were friendly. Downside was no towel in bathroom which I discovered only on stepping out of the shower, and had to make more use of the floor towel/ mat than I would have hoped! Breakfast was included in the price but was very limited and disappointing, perhaps my expectations were too high in this price category. Better to head down the road to Pret A Manger in my view for better quality, fresher pastries etc. Unlike the nearby Premier Inn there was no formal bar (a few bottles available from reception)

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you fro your feedback and apologise for the towel issue. I believe there was a problem with the laundry that week. There is not much call for drinks but we do stock everything and i am surprised at your comment about the bar. Warm regards, Ronnie Cherian

"Not bad for a two night stay"

3
06/12/2017

My girlfriend and I stayed hear for a couple of nights. Staff where all very friendly and helpful. Room was ok as it was clean and tidy. For what we paid for the room we couldn't it was good value. We never had the breakfast as we was always out and about bright and early. Only a couple of little issues the towel rail was red hot and my girlfriend burnt her arm. The second day after they cleaned our room we where left with only four small hand towels. The tea and coffee was also never refilled in the morning. All in all it was fine for the money we paid and we both slept ok.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your wonderful review and I am terribly disappointed that we failed on the small and important things. Standards should always be the highest immaterial of how much one has paid for the room. thank you for your understanding and wishing you a Merry Christmas and new year. Regards from us all, Ronnie Cherian

"Not for disabled people"

2
05/12/2017

Stayed in 2015 to attend an event at Royal Albert Hall, location is good but the hotel is average. Breakfast is nice, but service lacks attentiveness and attention to detail. Rooms, decor and cleanliness and below average. In reality the time of booking the hotel was being marketed as 4 star, in reality it is a low 3 as a new or newly refurbished premier inn standard hotel would blow it away every time. Due to our concerns about the cleanliness the hotel staff were apologetic and refunded our stay so I was inclined to give this a 3 star review. That being said I have awarded it a 2 as the advertised lift is at the top of 2 narrow flights of stairs. My partner has mobility issues and while able to climb the stairs at the time, it was a struggle and this ruined the experience of the hotel. I know this probably can't be helped in an older building, however it is not acceptable to advertise a hotel as having a lift only for wheelchair users, the disabled and elderly not to actually use the hotel, nor be able to speak to reach reception upon arrival as it is up said stairs.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest Thank you for your review and I am sorry that wed id not meet your total expectations. I am slightly surprised about the comment being no lift. Of course we do have a lift that goes from the ground to the floor though it is on the side entrance and this is very clearly marked right at the front entrance. There is no way we can advertise a lift if we didn't have one. I am assuming that you used the seraphine Olympia rather than Seraphine Garden which of course does not have a lift from ground but this is very clearly marked on all the websites including our own. Regards Ronnie Cherian

"A little gem!"

4
26/11/2017

We stayed for two nights in this small hotel hidden away on Kensington high st. The hotel was clean and comfy as was our spacious room on the third floor. Complimentary breakfast was more than ample and staff were polite and helpful. Best of all was the location being close to underground and Royal Albert hall a short walk away. Thank you Best Western for making our stay pleasant.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest On behalf of the entire team can we say a huge thank you for your wonderful comments and endorsement of the hotel. We do look forward to your return visit . Regards Ronnie Cherian

"Do NOT stay if you value sleep or cleanliness"

2
23/11/2017

Currently sat in this hotel in room 305. Paid £112 for a Thurs night which is cheap but would rather pay more elsewhere next time. The room is SO SO loud! Asked reception for a room away from the road but they are apparently to busy. When I told receptionist my room was too loud to sleep he said "oh are you at the front of the building?" - clearly it's a well known issue with front rooms. It's not just a tiny bit of traffic noise, it's ridiculously loud so that you feel like there is no wall or window between the road. If it's a known problem at least get guests ear plugs or warn them that it's not suitable for those who value sleep. The room (305) is tiny which is fine for price but not 100% clean. I've uploaded pics of the dirty cup and dirty shoe print in the shower. There are also vits/dirt in corners of bathroom. I don't mind a tiny room if ita clean and quiet enough to sleep but this may be the worst hotel I've ever stayed at....

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and since the hotel is situated on Kensington high street there could be some noise issue. As you are well aware all the rooms are double glazed and we do get light sleepers where this becomes an issue. Unfortunately we are unable to make any adjustments to the room. Regards Ronnie Cherian General manager

"2 night stay"

3
18/11/2017

Good location and friendly greeting on arrival. Both myself and my husband had very little sleep on the first night. There seemed to be some sort of generator or air conditioning unit located above us. It was very loud, at 0200 hrs I went to speak to the receptionist who at first assumed we had the air conditioning turned on in our room. When I told him we hadn't he said he couldn't move us because the hotel was fully booked. We barely slept and were extremely tired for breakfast. We spent the day sightseeing and returned to the hotel around 2000hrs. The corridor on which our room was smelled very strongly of cannabis. I reported it to the receptionist who immediately went to have a look but said without knowing who it was could do nothing I left my room once more that night and could still smell it. In the morning I held open a door for one of the cleaners, because I am polite like that, she simply brushed passed me without so much as a thank you. Quite rude I thought.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and I am sorry that you had some mixed experiences during your stay. I agree that the maid should have said thank you because that is the least anyone can expect. I will reiterate that to the team. Regards Ronnie Cherian

"London break"

4
02/11/2017

Hotel easy to find, five minute walk from the tube station. Staff friendly and very welcoming. Rooms bit very big but clean and has everything i you need, bathroom nice with a powerful shower. Breakfast good and plenty of variety, although the space is small to get your breakfast and not much room in the eating area. Night time was quite enough even though you are on a very busy main road. Overall a good hotel in a good area, definitely worth staying at.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your wonderful review of our hotel and we do look forward to welcoming you back soon. Regards Ronnie Cherian

"Unsafe Identity"

1
11/10/2017

Is just me or is it VERY WORRYING that on arrival at this hotel they will not let you check in without taking a copy of your photo ID?? They now have my photo, address and date of birth!! I had to give a credit card even though the room had already been paid for and I did not want to make use of any extras! Would never use Best Western again if this is their policy. Also, considering the cost of the room, over £200 a night, the hotel is far from a good standard, carpets tatty, the bar is a shelf behind a 4 foot reception desk and the lifts don't work!! I would avoid if you can.

Showst3r, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and do apologise if we did not meet your expectations. As a London hotel and just as an additional layer of security we take details of all guest staying including their id in case there any incidents relating to that stay. I am sure you appreciate this is done for your safety. We cannot hold any credit card details after your stay and this is securely destroyed. The room price goes up and down according to demand in the area and the same room can be available for as low as £99 per night. Just like all airlines. Warm regards Ronnie Cherian

"It is what it is"

5
04/10/2017

A great place to stay on Kensington High Street - location, location, location. Yes the room was small but it was clean and had all you needed. The breakfast was all you needed to start the day, bathroom had a good shower. The staff were exceptionally helpful. I would definitely stay here again. Thanks

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your honest feedback and I was very pleased to note that not only did you enjoy your stay but that you would once again choose us on your next visit. Warm regards Ronnie Cherian

"Not really a hotel....."

1
27/09/2017

Stayed here recently and was really disappointed. We were in room at the front. There was an extra window on the inside (presumably trying to be double glazing) but definitely not keeping the traffic noise out either during the day or at night. The aircon was abysmal so had to keep the outside window open for a short time to cool the room down. The carpet had a huge stain on it so wondered when the last time it had been cleaned....! The receptionist was standing in for the usual one and didn't know there was a lift. We tried using the lift and was stuck in it for 25 minutes, The next day someone else was stuck in it too but the receptionist was unaware on both occasions that anything was wrong as they couldn't hear the alarm bell or the shouting. The other resident was petrified and panicked. On leaving we handed in our key cards and asked the receptionist from the previous day if the lift was fixed and said he didn't know......!, and didn't appear to be very concerned. We asked for an out of order notice to be put on it, but left it to them. Breakfast was also abysmal. Two meat offerings, reconstituted chicken and ham, small packets of cereal which wouldn't fill a child, bread for toast tea or coffee, fruit. Kitchen assistants were in abundance for some reason but with no cooking involved. I would not even describe this as a BB which would be insulting to the BB. In comparison with the other budget hotels (which don't have the audacity to call themselves hotels) I would recommend going to a Travelodge or Premier Inn for comfort and your money's worth in the Kensington High Street area.

Ronnie C, Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thanks for sending us your review, we are sorry to learn that our hotel didn't meet your expectations, We request all our guest to bring all concerns in our notice so we can rectify them as soon as possible. We wish if you would have let us know about your dissatisfaction about room then we would have turned the table in order to make your hotel experience more pleasant. We apologies about the inconvenience you faced while using lift and I can assure that our contractors were on site and they have fixed the issue. To win back your trust and confidence we would like to offer special package for your future stays, please email us at [email protected] and we will personally look after you. Thanks & Regards, Ronnie Cherian

"Good location - great service!"

4
25/09/2017

Great location - walking distance to the Highstreet Kensington train station, Waitrose, Boots, Cafe Nero, Starbucks, Marks and Spencers, H&M, TK max, Uniqlo, etc. Rooms are small but clean and comfortable. However, Room 110 needs aircon cleaning as you can see the dust through the aircon vents. Staff at the front desk on September 15 - 16 were very friendly, helpful, pleasing, and willing to help in whatever way. Breakfast staff (male - Armenian) was very warm, accommodating, helpful, and nice. However, front desk staff on September 17 (morning) was very arrogant, rude, and not friendly at all! Wifi was very weak from room 110 (at the end of the hallway). We had to stand by the door of the room. Housekeeping staff were all very efficient and alert with our requests even if they were just "on call". Good job! Breakfast choices are good enough. Brewed coffee machine adds the perk! :-)

Ronnie C, Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for your feedback and I am really pleased that you enjoyed your stay with us. The team and I look forward to welcoming you back. Regards Ronnie Cherian

"Nice Hotel"

4
03/09/2017

Nice hotel in a good location, but not close to the main attractions. The staff were friendly and helpful. We stayed 4 nights in a triple room. Room was small but comfortable. Good breakfast and free wi-fi. Recomendable.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest thank you for your feedback and I am really pleased that you enjoyed your stay with us. The team and I look forward to welcoming you back. Regards Ronnie Cherian

"Good location"

4
29/08/2017

A return visit to this hotel in fact we have stayed twice in 6 weeks. This is a comfortable hotel, rooms are a little small but OK, reception staff are friendly and the continental breakfast sets you for the day. 2nd visit was to go to the beer festival at Olympia which is a ten minute walk away as is the tube station.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and there is nothing more satisfying when guests choose to return. I hope you enjoyed the festival and look forward to welcoming you back. Warm regards Ronnie Cherian

"Good location, but small rooms"

3
21/08/2017

We stayed here for two nights. we were attending the London Film & Comic Con, which was within walking stance of the hotel. On arrival we were greeted by friendly staff who gave us our room cards. The room itself was very clean and tidy, but it was small. The bathroom was really nice, although we weren't given any towels and had to call reception for some. The power shower was really good, they provided soap dispensers too, but our one had been watered down so it wasn't particularly useful. The kettle in our room was broken, because it was the weekend no one could fix it, so we were without it for the whole weekend. The staff told us we could use the hot drinks machine in the breakfast area. They left it on for us to use. The room had a plethora of different light styles to choose from, the lampshade on my side of the bed was broken and didn't sit on the light properly, also the switch to turn it on and off buzzed when you pressed it sometimes. There was a very handy little book light there too though, which was unusual and useful too. TV was a good size and there were plenty of channels to choose from. The view from our room was horrendous though, we didn't have a view! Instead we had a large metal sheet 3 ft from the window. I think that was the thing that frustrated us the most, we paid £380 for two nights and we didn't even have a view. If I had paid £50 I'd understand, but we paid a ridiculous amount of money. The breakfast was a standard continental breakfast, varying breads, cereal and fruit, as well as ham, cheese and boiled eggs. We enjoyed the breakfast. It is situated amongst lots of interesting shops and a short walk from the tube station, also the restaurant across the road - Bill Wymans Sticky Fingers - Which was one of the highlights of staying in that area. Overall I might stay here again if it was cheaper, but I wouldn't pay the amount we paid again. It most definitely was not worth the money.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and all the feedback. I am sorry for the inconvenience that you experienced because that could have been sorted on the spot there and then. I will indeed speak to the team about solving issues rather than leave it. I was pleased to read that you did enjoy your overall stay and that you would return in the future. With regards to the view it is almost impossible to guarantee especially if we are not high rise as well as in the heart of London. I do look forward to welcoming you back. Regards Ronnie Cherian

"Wasn't the best experience "

2
16/08/2017

Starting from the entrance to the hotel there were many areas that lacking as a Best Western. One key problem is that there is no lift at the entrance and the lobby is on the first floor, which means you have to carry your luggage. Also we were not informed that the restaurant was under renovation which meant we had our breakfast in the room. Rooms are generally comfortable so no complaints there.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and let me apologise for the shortcomings that you encountered during your stay. Reading your comment it seems that this goes back to May of this year when we were renovating our dining room. Unfortunately the lift that was out of order from ground to first floor has already been repaired. I sincerely hope that this will not deter you from returning . Warm regards Ronnie Cherian

"Stayed over one night "

3
15/08/2017

Front desk, friendly, room was very small, difficult to walk around the bed, as I had a bad leg, Shower was very good ( power shower) Breakfast good, croissants, toast yogurt Choice of coffee, Didn't sleep a wink air con was making noise,felt like it was going to take off It was very hot in the room, Like me I suffer from small spaces So not ideal for anyone who wants to book, if I known I would have booked somewhere else. As I am coming to the same area to sea a show next month, it's a shame but Only two things were the size of the room and the air con, didn't understand my sister was charged £10 when we first checked in, and she paid online fully. Does she get it back??

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your feedback and I am glad that besides the size of the room you enjoyed your stay with us. Not all the rooms are of a similar size and my suggestion is that you book direct with the hotel explain about the larger room and I am sure they will accommodate your request. The £10 is only a pre authorisation for any incidentals and goes back automatically on the same card on departure. Look forward to welcoming you back Regards, Ronnie Cherian

"Half a four star"

2
06/08/2017

The double room was extra small: 2.35m by 3m. We are pretty thin (BMI around 18-20), yet we could barely walk around the bed (one at a time, of course!). The bathroom was so small that the sink was accommodated over the WC, and it was so small that you could only use it to wash your hands, and your teeth, making sure you did not spit out of it. The shower box was the only reasonably sized space in the room. The best spot in the hotel was the leaving/breakfast room, luminous and with modern furniture. The wi-fi connection is free, but its signal is unstable and weak. The service is not 4* level: one day, the towels were removed and only replaced after we asked for it twice; there is hardly one person taking care of the breakfast in the morning... This would be ok in a family-run B&B, not in a 4* hotel.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest thank you for your review and I am sorry that we did not meet up with your expectations. Though there is nothing I can do about the room size I will certainly take on board allthe other points that you raised. Warm regards from us all Ronnie Cherian

"Awful, don't book!"

1
29/07/2017

We only stayed one night, thank goodness! 1. Do not book if you find stairs challenging, there is a lift but it's useless and don't think you even get help with your luggage! 2. The smell outside our room was rancid! Made me feel ill! 3. Upon arrival the windows in our room were open and it was obvious someone had been smoking in there. 4. Card key didn't work and took 3 trips up and down the stairs for someone to get off their butt and actually come up to fix it. Expect he didn't even fix it, he put it latch mode so it didn't close properly and asked how long until we checked out. Nice! 5. Breakfast was so awful I had to spit it out into my napkin. "Valeninta" the only staff we saw that morning was so unfriendly, not even a "morning!" She just looked at us in distain that we were in her way of putting more stale bread out. 6. Friends we stayed with told us their bed a spring broken and poking out the mattress and had to sleep on the edge just to try and get some sleep! Honestly so bad, please don't waste your money! We couldn't wait to check out!

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest On behalf of the entire team please do accept my very sincere apology during your recent stay with us. I honestly did not realise that the experience was so bad and the only suggestion I have is that please do book with me directly the next time you would like to visit London. I will ensure and make sure that the experience will be nothing like the one you had. Warm regards Ronnie Cherian General Manager

"Very comfortable"

5
25/07/2017

Recently spent two nights in is hotel. Very comfortable and clean, warm, air con if required, everything you could need, tea, coffee and bottled water, free wifi. Very nice complimentry breakfast each morning. Polite and friendly staff, rooms serviced daily. Free luggage storage on day of departure. Would definitely stay again.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and the wonderful endorsement that you have given us. We do look forward to welcoming you back in the future. Regards Ronnie

"To be fair good would be better rating"

3
24/07/2017

Second stay at this hotel and only gave it a second chance because of its location .pleased to say much better .4 star its not even close but for a bloke on a buisness trip its ok .if i took my wife i would be divorced in a week .in fairness my very small single room had recently had a new en-suite so was spot on .the rest of the area did the job .horrible lift and lots of stairs but overall just ok.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and I was pleased that you gave us a mixed review. I agree that the single rooms tend to be on the small size but the double rooms are not that bad at all. Unfortunately being an old building we have no provision to have a lift from ground to first floor but as you know we have one from reception to the rest of the floors. Most importantly is the fact you have come back and that makes me happy. Regards, Ronnie Cherian, General Manager

"Awful hotel and the management don't care."

1
20/07/2017

The lift had no interior light and a faulty door at reception level, used once with the assistance of the receptionist but my wife was terrified and we used the stairs for the rest of our stay as even replacing the light was beyond them. I can't imagine what a standard room is like as our 'Executive Double' was so small that it was very difficult to move around the standard double bed. Over 50% of the floor tiles in the small bathroom were cracked and the wash basin tiny. The bed head furniture was broken, the carpet was threadbare in many places including a ragged edge at the doorway. What was described as a desk barely qualified to be called a shelf. Facilities quoted, such as i-pad dock, Sky TV etc did not exist but the WiFi worked well. The buffet breakfast was adequate but some of the seating in the breakfast area was broken. Given that we were staying a few days after the Grenfell Tower I had concerns about the fire safety of the hotel which has only a single staircase from the only access at street level to the fourth floor. I very much regret not giving sufficient credence to the many poor tripadvisor reviews. I have stayed in many Best Western hotels Worldwide and it hard to believe that this hotel has been accepted into the franchise.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest On behalf of the team please accept my sincere apologies for not exceeding your expectations. Your comments and feedback are very important for us to make improvements. Regards Ronnie Cherian General Manager

"clean, tidy comfortable, hard to find"

4
17/07/2017

Difficult to find, a doorway between 2 restaurants, 2 doors down from the goat pub. Hotel is on first floor, unsuitable for disabled. Clean romantic, bathroom needed a thorough clean limescale, water marks, modern comfortable, good value. Nice buffet continental breakfast.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and I am pleased that you enjoyed your stay with us. I must admit that I have not had any comments about our location and finding us. We have always admitted on all websites, agents etc. that we are not a disabled friendly hotel because of the steps that you need to reach the reception. Regards Ronnie Cherian General Manager

"Was what was expected"

4
11/07/2017

I had checked Trip advisor when I booked this place and everyone was up in arms about it being a building site, or rooms too small, or no air conditioning and too much road noise, so I was please that when we turned up we found that - yes there was building work going on but it didn't interfere with the stay. We found there was air con, with the windows shut it was quiet, and yes the rooms are small but you are in London, space is very expensive and I thought for the price we paid reflected the room quality - it pays to do your research. The bed was comfy and we slept really well. Breakfast came in a box because of the building work, and my only gripe was it was an odd assortment of foods I wouldn't have chosen. The majority of them packed with sugar. I ate them all as I didn't know when I'd eat next, but I hope if and when I stay there again the choice from the restaurant will be a bit more normal!

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and on behalf of the team I would like to thank you for your understanding during the refurbishment works to the restaurant. You make a very good point in terms of the breakfast choice that we thought would be suitable to all the guests, but as you say it probably wasn't. I am glad that you did enjoy your stay and I can assure you that on your return visit you will find a considerably marked improvement in the breakfast offering. Regards Ronnie Cherian General Manager

"Avoid!rooms in poor condition"

1
10/07/2017

Stopped here for BST Hyde park 1st July. Overpriced and poor rooms, smelt of damp, loose tiles on bathroom floor with water underneath which comes out when you walk on them, a part of the floor at the foot of the bed that felt as if it was going to give way, 1 dirty spare pillow with no cover in room. Contacted best western and the hotel itself only to be told the floor has slopes tile but no water underneath which makes you wonder why it's been bodged with silicone sealant, the floor they just won't address how ever many times I mentioned it! And it was my fault for the pillow as I didn't tell them! Ronnie the manager who offered £25 as a gesture of goodwill on a room that cost £210! Ronnie the manager Will no doubt be along soon to say there was no problem with the room and to say sorry but we have taken your comments on board. Also room advertised as including breakfast , for the price I would have expected a cooked option but it is not available, apparently its a complementary continental breakfast which means the room price is quite high in my opinion. You can get better rooms and cooked breakfast included for less money around the area.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest As we have already communicated with one another I don't think it would be right for me to go into the comments further. Both you and I know the truth and it is best if it left there. Regards Ronnie Cherian General Manager

"Poor quality, high price"

1
30/06/2017

Braun tape on the main entrance door, carpet in the staircase with holes at each step, lift out of order, very small rooms with too soft mattress for 190 pounds, incapable of issuing an invoice in case of anticipated departure (I could pay, but not get an invoice). Bad experience. On the positive side: rooms are clean, decoration, even if sober is nice and it ideally placed: at the entrance of Kensington Palace Garden's and at the entrance of Hyde Park. Could be very nice if they would do the minimum efforts...

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review but I am slightly confused with regards to the hotel that you are referring to. The review is put on Seraphine Olympia which is not close to Kensington palace and not next to Hyde Park. Regards Ronnie Cherian General Manager

"Perfect!"

5
28/06/2017

We came and stayed for a festival on a Saturday night and we found the hotel clean and perfectly adequate. The rooms are compact but have everything you need. We stayed during the 33 degrees heatwave and thanks to the aircon the room stayed cool and comfortable. We called ahead to request early check in and when we arrived it was no problem at all. The staff on both day and night were what really makes it a great place to stay, helpful and friendly. I would defiantly recommend this hotel again.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your wonderful endorsement especially relating to the team members. For obvious reasons your review is sitting right on top of the notice board displayed in our staff room and it is reviews like this that makes all the difference. I do indeed look forward to your return visit and hopefully be there to personally welcome you back. Regards Ronnie Cherian General Manager

"Very good value great location"

4
19/06/2017

Only stayed one night room clean, quite and cool as the outside temp 30C. The breakfast was excellent. Highly recommend as close to 2 underground stations and big business tours. Great walks through parks.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest Thank you for your recent review and I was very pleased to note that you enjoyed your stay with us. Look forward to your return visit Regards Ronnie Cherian General Manager

"Not recommended"

2
17/06/2017

Room was very small, access to reception very difficult with a long flight of stairs to reach it, found silverfish in bathroom, cold breakfast in a box in the room with no where to sit but the bed was a good try but unsatisfactory, hotels ran out of towels, inconvenient to have to get a new internet password every day, the location was very handy to bus and tube. The hotel was advertising that the reno would be done the day before we arrived but was ongoing when we left 5 weeks later

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear guest On behalf of the entire team please accept my sincere apologies for not being able to meet all your expectations. We were refurbishing our restaurant and during that period breakfast was being delivered direct to all the bedrooms. the good news is that it is now completed and the feedback is vey positive. I have also spoken to out IT company regarding the passwords for more than 1 day at a time. Regards Ronnie Cherian General Manager

"Friendly and clean but hard to recommend"

3
07/06/2017

If you have business in Kensington you may consider the BW Seraphine but be aware that the rooms are small, difficult to access (the hotel is a true maze) and not quiet at all. Even if my window was towards a side street, all traffic and continuous construction work did not allow peaceful sleep. The dining room was under construction so cold breakfast in a box was served to rooms ... felt like being on a field trip instead of a business class hotel. Should be warned before arrival or some kind of compensation offered. Hopefully they will get things under control after the renovation.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and the good news is that all the refurbishments works have now been completed and the feedback is very positive. All our bedrooms are double glazed but being on Kensington high street the noise cannot be totally avoided. Regards Ronnie Cherian

"Average hotel. Room was slightly small but clean"

3
29/05/2017

Stayed at the hotel for 1 night for business. There was building work ongoing, so it was a bit of a pain navigating around the hotel. Also, The 2 entrances are slightly confusing and its a bit of a maze to find reception. The hotel itself was pretty clean and modern. I would stay here again but after the building work has been completed.

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest The good news is that all the works have now been completed and I do look forward to welcoming you back, perhaps even have a drink to celebrate. Regards Ronnie Cherian Geenral manager

"Broken sanitary ware in bathroom, building work ongoing"

1
20/05/2017

Checked in early evening noticed that bins in room had not been emptied. This was resolved then we went for an evening meal. Upon our return around midnight we discovered that the bathroom toilet was unserviceable. No other room available so we were transferred from Kensington to a sister hotel in Hammersmith No breakfast or communal area as this is currently being refurbished. Good location but let down by sloppy estate maintenance

Ronnie C, General Manager at Best Western Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review and on behalf of the entire team please accept my sincere apologies for not being able to meet all your expectations. I have made a point of all your comments and please be rest assured that it will be actioned. Regards Ronnie Cherian General Manager

"The worst stay I've had to date"

1
19/05/2017

The whole experience from check in to check out was a disaster. We arrived on out business trip to be greeted by construction at the reception area. There was no one at the desk to check us in. We needed to find one of the cleaning staff after 15 mins to alert reception that customers were had arrived. Once the receptionist arrived, he was extremely rude. We were told that the dining room was closed, and breakfast would be delivered to the room the next day. Not a major issue there we thought. When we mentioned that we were surprised by the level of construction, and the effect this had on the overall quality of the hotel experience we were met with an unbelievable answer. He informed us that because we had booked through booking.com he mentioned it was our prerogative to inform booking.com of the construction - and not the hotels. This is ridiculous. We were told to come back later, as he could not check us in at 13:00, so grudgingly we left our bags and went to work. The rooms were basic enough, the morning's breakfast did not arrive. We checked out at 8am and three other guests were complaining that breakfast had not arrived in their room either. The same arrogant attitude was present from a different member of staff. All in all, this was a terrible stay from start to finish. We were there for only one night, but I would advise everyone to seek alternative arrangements in the Kensington area. Best Western is a recognised name in the UK hospitality industry - this is one of the worst experiences I have had in many years of business travel. Staff: 0 / 10 Experience: 0 / 10 Value for money at €198 per room: 0/10 Do not stay here.

"Good location, bit of a weird layout, but nice rooms"

3
08/05/2017

Stayed here overnight on business. Good location for Kensington. They were doing construction work in the hotel, which meant that I struggled to find reception and access was restricted and a bit weird. Hotel layout in general is a bit weird, random stairs in the middle of a corridor etc. Staff were helpful and decent room. Aircon worked well (which is an oddity). Not a great breakfast.

"Friendly staff"

3
06/05/2017

Arrived late, greeted by friendly staff, Contstruction work going on in breakfast room/lounge, Breakfast was served in bedroom which was difficult to eat out of a box in bed but a pleasant continental breakfast, except a hard boiled egg, Did have to go back to reception as we booked breakfast for 9am it did not arrive and was told oh sorry we had not booked you in, They sorted it in 2 minutes Staff friendly room clean tidy good facilities WiFi etc Only here for one evening so was ok .

"Staff great"

4
05/05/2017

I gave stayed here 3 times. On all occasions the staff went out of their way to help. On the last occasion Ines and Florian were exceptional. The location is perfect for getting around and in the heart lots of shops and restaurants. The rooms are smallish, but modern and clean. Breakfast included is a plus. Value for money in an expensive city.

"One nite in London"

5
27/04/2017

When we got there it was mid night and a gentleman came to greet us and showed us to our room. He was very nice. We stopped down 3 blocks before and got Mickey D's.We did;nt eat on BA from Athens! we were starving. Wow! Lots of young people at that hour. This hotel has some construction going on. The room was small and very clean. We opened the window for fresh cool air. It's nice for the nite. The next day we walked with the block they have a grocery store the Holland Walk is across the street and thrift store! I bought spoons, dish cloths at the grocery store. And the thrift shop I bought a shirt and bracelet! Cheap!! Lol

"Small but sufficient"

4
25/04/2017

We stayed here for one night at the end of March to see a show. The hotel is not much to look at from the outside and is situated above a Carphone Warehouse and Nandos. There are two entrances, which we didn't realise initially and used the side entrance with the quirky lift, however, there is another entrance with stairs if you prefer. Reception and the breakfast area are currently in the same room but there is some refurbishment going on to move the reception desk; we weren't disturbed by the renovations at all. The gentleman who greeted us on reception was exceptionally friendly and welcoming. My husband had booked our room as an offer direct with the hotel with flowers and a bottle of fizz in the room, however, these weren't there when we arrived and apparently is not an offer they do. But on speaking with the gentleman on reception this was soon rectified with a bottle of wine, thank you. Our deluxe room was small as others have said, but very modern and clean. The bathroom is really nicely done with a fantastic shower; again this was very clean. Our room was situated at the front of the hotel on the main road so there was some noise but not to the point where we couldn't sleep, and this is London. Breakfast was average with cereals, yoghurt, fruit, muffins and croissants etc which did dwindle fast but this was due to one particular guest taking more than her fair share and hiding it in her handbag, we counted 12 croissants going into her handbag! Overall, we enjoyed our stay at the Seraphina.

"Small but good for a budget"

3
18/04/2017

First thing I need to tell you: there are two hotels on the same road called Best Western Seraphine Hotel! This one also has 'Olympia' in the name and is left out of the station and another five minute walk, whereas the other is right out f the station (High Street Kensington). Lots of steps, definitely not great if you struggle with stairs, and current renovations mean it feels a little bit like a labyrinth, although absolutely no noise from the work. Room was small but I was impressed at the clever use of space, and very modern in furnishing. One skylight and one window with a mirror (so you can look out of the window and see yourself!!) I suppose this is preferable to a wall!! Bed was very hard but shower was amazing. Breakfast was basic - cereals, toast and some ham and cheese offered - its £9.99 for a cooked breakfast which you can order in advance. Small area for breakfast and we had people talking across us. Overall, good for a budget: clean and modern and generally quiet (apart from the sirens through the night, but it is London I suppose), if staying for a longer time you may want a slightly larger space.

"Ideal London Hotel"

4
17/04/2017

This is the second time I've stopped at a Best Western Hotel on Kensington High Street. The first time was last February when I stayed at the other end of the High Street, virtually opposite Kensington Gardens. This time, as last, everything was spotlessly clean, tea & coffee making facilities in the room, biscuits and even bottles of water. There was work going on in the reception area but this didn't effect breakfast. Hopefully once this is finished there will be additional room. On our last morning, my partner and I stayed for 3 nights, we went for breakfast only to find there weren't any tables available. To save us waiting the receptionist said they would give our room a call when a table became free. I don't think we could have asked for anything better really. There are only a couple of gripes, and this focuses on the bathroom sink. It's tiny! I don't like to wash my face in the shower, but because of the location of the mixer tap in the middle of the sink it's almost impossible to use it. Also to fill the kettle you have to use one of the plastic cups provided as the kettle won't fit under the central tap. It would be good if the sink was bigger or to just have traditional taps, one on either side. Other than this, everything's fine. I'd stay here again without a problem. You certainly can't grumble at the price, with a continental breakfast included, in a great location, and the circle line tube a couple of minutes walk away.

"Smallest room ever"

3
17/04/2017

Stayed here on a Saturday night in October to meet friends, this has got to be the smallest room I've ever stayed in I couldn't even walk around the bed you have to step over the corner of the bed to get to the other side, this rooms wasn't cheap either but the bed was comfortable and it was warm the location was great but probably wouldn't choose this place again!

"poor room poor service"

2
12/04/2017

THIS IS NOT A BEST WESTERN HOTEL... and we have been to several. Room 103 is small space between bottom of bed and built in furniture is only 6 inches (aprox) and very hard to manoeuvre past bottom of bed. Second night, no milk was left for the coffee and one towel was missing Third night, yet again no milk was left, and only one towel was left. On both occasions the receptionist on duty was very helpful. Rennovations in progress not a problem.

"Exactly what we asked for"

5
04/04/2017

Stayed here 02/04/17 (sunday night). Its the first time i have ever been to London and i found it absolutely fine, Best Western sign hanging above the door and its located just above a nandos restaurant. The reception area was been renovated at the time but everything was tidied away. The fella on the reception was very nice and pleasent.. found our booking straight away and gave us our room key. He said its the newest room they had and was completed only 10 days ago. It was very clean and had everything we needed. The bathroom was spot on and been a bathroom fitter by trade i know what im talking about. I read a review on here saying you cant see the telly if the bathroom door was open.. in that case close the bathroom door. Its a nice hotel, small but ideally located and very tidy! They allowed us to leave our bags behind when we checked out so we could have a look around london and come back for them later. 5 mins walk to the high street tube too.

"The only good things about this hotel are the price and closeness of The Royal Albert Hall"

1
03/04/2017

The hotel has a front door sandwiched between a Mexican café and a coffee shop and is accessed by two flights of stairs. When we booked in I thought it odd that we were asked for a £10 deposit. When ask why the receptionist said it was in case we ordered a bottle of wine and then left without paying, but it would be refunded when we checked out. In the morning we asked for our £10 back and there was a play of saying that the keys to the cash box could not be found. Eventually the money appeared. Our room was another two flights up and extremely pokey. It was moving by numbers around the room and if the bathroom door was open you could not see the television. The air conditioning did not work and as a consequence we had to leave the bedroom window open. The room looked over Kensington High Street so you can only imagine the noise. The bathroom had a shower tray with big cracks and the washbasin was so small it was suitable for a cloak room. Breakfast was continental and adequate but the nonchalance of the lady who finally left her mobile phone alone to get me coffee was astounding. All in all the price for London was low but it would have been nice to have a decent nights sleep.

"Don't be fooled!"

1
20/03/2017

I booked using a well known booking site. It stated that the hotel was certified 4 stars so I thought the price is line for a 4 star. I had to use a back entrance through what is clearly a service lift. You arrive in a passage way with rooms. You then go to a makeshift reception desk in a shabby breakfast room. The manager was saying that I can be glad they did not give my room away as they do not honor the booking site's undertaking to keep rooms without payment. I have been in small rooms in London hotels before, but this was exceptionally cramped. Even my towel was no bigger than a face towel. This cannot be certified 4 stars. I could have stayed better for half the price in a nearby three star.

, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review after your recent stay at our property. On behalf of the entire team,I would like to apologise for not exceeding your expectations. Your satisfaction is important and we will be using your feedback to implement improvements to ensure we offer a better experience for guests in the future. The 4 star grading is for for bedrooms and not necessarily for the hotel. As you might be informed whilst making the reservation, we are currently undergoing some refurbishment to make the breakfast room bigger and relocate the existing reception to the new area. The lift that you used is certainly not a service lift but used for guests having luggage as well as for disabled guests. I do hope you will consider staying with us again so that we can have another chance to provide you with a better experience. Regards Ronnie Cherian General Manager

"Great hotel at a budget price. "

4
05/03/2017

Needed a convenient hotel for Olympia and this was a good choice. Very friendly reception staff obviously wanting to do all they can to make your stay enjoyable Yes rooms are quite small but for a budget price including an excellent unlimited continental breakfast they are reasonable and comfortable. The location can be hard to find, even the taxi driver had trouble, as it is above shops and only a front door visible. If you know it's between Carphone Warehouse and Nando's that makes it easier. Only problem were the lifts which are very confusing. Some don't go to all floors and some seem to go only down, others up. Better signs for lifts would be good as otherwise not ideal for disabled or anyone with walking difficulties.

, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at our Hotel and for leaving a review. We are very happy to hear that you enjoyed your stay with us and that you found our staff helpful. However, we do sincerely apologize for any inconvenience you may have had during your stay with us because of our lifts. We will definitely use your feedback for improvements. We hope to see you again soon Kind Regards Management Team

"Positives outweigh negatives - would stay again! "

4
08/11/2016

We were originally meant to stay at Seraphine Kensington Gardens down the road from this (closer to the Royal Albert Hall where the event we were attending was being hosted). However, on arrival there we were told we'd need to move to the sister hotel (this Olympia one) because our room wasn't available. We were told a person had been hospitalised during their stay and their belongings were still in the room we were supposed to be having, which staff couldn't legally touch. After an awful journey down to London, this wasn't the best news - especially as it was pouring with rain and the sister hotel was a fair way down the road. However, it couldn't have been predicted. I asked for an upgrade for the inconvenience and was told we could either have that or a taxi down to the next hotel - I chose the upgrade and they said we'd be given a junior suite. On arrival at the Olympia hotel, we were soaking wet and a bit miserable. The man on reception (could've been the manager I think) was very friendly and helpful, offering us a complimentary wine/beer for our troubles. I really appreciated that. He was kind. Check in was quick and smooth and we got to our room quickly. I expected the junior suite to be quite spacious, but it was tiny. The bed wasn't a full sized double and the only addition to the room was a small arm chair in the corner. I was a tad disappointed. However, it was spotlessly clean, decorated to a very high standard and had a nice atmosphere. The bathroom was very narrow, but had a lovely big shower with a rainfall head. I love those!! I quickly realised that I was perhaps being a bit unfair by stropping about the tiny double bed. It's just that my husband it 6"4 and twice the size of me, so it was a bit of a squeeze. Nonetheless, it was comfy and we both slept really well. Breakfast is served in the small reception area, where they have about 10 or so tables. Luckily we got the last free one, but it was crowded/intimate. The continental breakfast was great; toast, cereals, yummy yoghurts, croissants, muffins, fruit, juices and hot drinks. When we checked out, staff let us leave our bags in a secure room near reception whilst we explored London for the day. I would definitely stay here again. One thing that could improve slightly is the cleanliness of the hallways and stairways - just in need of a thorough vacuum! Location is spot on - right on Kensington High Street and next door to Nando's where we had a quick bite to eat. Hotel is good value for money overall.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Shannon, Thank you for staying at Best Western Seraphine Kensington Olympia Hotel. We are glad that you have had a great time with us and that our service met your expectation. We would like to thank you for acknowledging the hard work we try to put four our customer and our business. This kind of comments it makes us happy and it gives us hope to believe that we are in the right direction to deliver a great customer service and great quality products for our guest. We hope to see you soon and welcome you back at our hotel. Warm Regards Management Team

"Nice stay end October"

4
26/10/2016

Seraphine Kensingnton Olympia is a small hotel. Nice rooms and bathrooms. Good location. Breakfast is OK, We were feeling like home. A special thanks to Aranit who welcomed us warmly with our kids. Our son Adam did not want to leave the hotel. We will come back to the Seraphine Kensignton Olympia soon. Thank you. Nathalie

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at Best Western Seraphine Kensington Olympia hotel and for your review. We are very pleased to see that you enjoyed your stay with us and that our service met your expectation. We hope to see you soon and welcome you back at our hotel. Warm regards Management Team

"Perfect location for a few days in London"

5
17/10/2016

I recently spent 2 nights staying at this lovely hotel. Ideal location, a few minutes stroll from High Street Kensington tube station. A very pleasant area of London. Friendly, welcoming and helpful staff. Very clean and comfortable room, tea making facilities, clean towels each day and plenty of toiletries. Perfectly adequate continental breakfast. We were able to store our luggage safely in a locked room on our final day and on our return it was carried downstairs for us by the reception staff. We were very impressed with the whole experience and would definitely visit again and strongly recommend.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, We were very happy when we read your comments about your stay at Best Western Seraphine Kensington Olympia Hotel. You have made us feel good and happy that you had enjoyable stay with us. This comments will encourage us to do more and provide even better service to our customers so that they can have good memories and share them with others. We look forward to welcoming you back at our Hotel Best Regards Management Team

"Not great"

1
17/10/2016

Booked in here for 2 nights as billed as 4 star, but very disappointed with probably the tiniest room we've ever stayed in. Ridiculously hot too as air conditioning not working. Decided it wasn't for us so moved to another nearby 4 star hotel which was much more like what you would expect a 4 star hotel to be.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Paul, Thank you for your stay at Best Western Seraphine Kensington Olympia. We are very sorry that your experience at our hotel did not reach your standards. We will take your review for consideration and try make improvements for the future. Best Regards Management Team

"Nice Little Jewel"

4
16/10/2016

On a recent trip to London my family and I stayed at the Olympia Seraphine. Great little jewel. Clean rooms, friendly and courteous staff. Centrally located near metro. Will definitely use The Seraphine again next time in London.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Karim, Thank you for staying at Best Western Seraphine Kensington Olympia Hotel. We are glad that you have had a great time with us and that our service met your expectation. We hope to see you soon and welcome you back at our hotel. Kind Regards Management Team

"Excellent choice!"

5
16/10/2016

We arrived at the hotel a little early and expected to leave our luggage and come back later for the key but the lady on reception told us that if we waited 20 minutes we could check in and this suited us a lot better. 30 minutes later,we were checked in and on our way to start our 3 day break. The room was comfortably furnished and very clean. Clean towels were provided throughout the stay. The bathroom was cleaned and the tea tray replenished. The buffet breakfast was more than adequate. The staff were very helpful and polite. On the final day our train wasn't until 5 so after check out ,our luggage was left in a locked room until we needed it and both suitcases were carried down the stairs by a member of staff. We could not fault this hotel and could think of nothing that needed improvement. It is also very close to Kensington High Street tube station. All in all an excellent choice!

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Jean, Thank you for staying at Best Western Seraphine Kensington Olympia Hotel. We are glad that you have had a great time with us and that our service met your expectation. We would like to thank you for acknowledging the hard work we try to put four our customer and our business. This kind of comments it makes us happy and it gives us hope to believe that we are in the right direction to deliver a great customer service and great quality products for our guest. I hope to see you soon and welcome you back at our hotel. Kind Regards Managment Team

"Small room but big bathroom"

4
09/10/2016

Overall, we were happy with this place. The room is very small but on the plus side the bathroom is huge, bright and clean with a very powerful shower head. The hotel and the room don't look fancy at all but the location is really good. Like a lot of other hotels, it is very easy to hear the noise from the street or the hallway.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at our Hotel and for leaving a review. We are very happy to hear that you enjoyed your stay with us and that the room were comfortable and clean. However, we do sincerely apologize for any inconvenience you may have had during your stay with us. We will definitely use your feedback for improvments. We hope to see you again soon Kind Regards Management Team

"Excellent"

5
28/09/2016

I stayed 3 nights. The single room I stayed in was very small but I lived in Japan for 15 years, and I'm not tall so this didn't bother me. The decor is good and the rooms and bathroom clean. The location is also close to everything and even with a suitcase is no bother to walk to the hotel from High Street Kensington subway station. I stayed on the third floor and there was a bit of noticeable street noise that would be less noticeable on higher floors. Best of all the housekeeping and front desk staff were impeccable. Whatever you need and for whatever problem you may face, they came through in fine form. Well done. I'd stay here again but would prefer a double bed or standard twin for more than 2 nights.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Jason, We were very happy when we read your comments about your stay at Best Western Seraphine Kensington Olympia Hotel. You have made us feel good and happy that you had enjoyable stay with us. This comments will encourage us to do more and provide even better service to our customers so that they can have good memories and share them with others. We look forward to welcoming you back at our Hotel. Warm Regards, Management Staff

"Small busy Cosy"

4
15/09/2016

Had a great one night stay on a short business trip. Room is small, but comfortable... Slept well. Breakfast is basic but filling. Great location for walking and exploring. Would not hesitate to go again.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at Best Western Seraphine Kensington Olympia hotel and for your review. We are very pleased to see that you enjoyed your stay with us and that our service met your expectation. We hope to see you soon and welcome you back at our hotel. Warm regards Management Team

"Convenient location but super small and odd"

3
10/09/2016

I stayed at the Seraphine Kensington hotel back in June, visiting London for business. "Small" is the word that describes everything about this hotel... The cab driver had a hard time finding the place due to the tiny Best Western sign hardly noticeable from the street. The layout of the hotel interior is super odd - stairs going up then down to get to the so-called Reception desk (also by the way the area for breakfast). Curves and corners and stairs and doors left, right and center. Confusing and strange. An elevator that clearly was not meant to be in this building and takes forever to bring you 2 floors up. And you have to hold the "Up" button the whole time. I honestly wondered what would happen if I had accidentally let the button.. My room was the tiniest space imaginable. I could literally open the window with one hand and the door with the other, while sitting on the bed. The room was otherwise clean and cozy but super claustrophobic. Same goes for the bathroom, where the sink was the size of my palm... Breakfast is super basic, normal for this brand, but altogether sufficient if you don't expect a morning feast. On both of the days during my stay the fire alarm in the entire hotel went off and apparently this was not a drill but simply some bug in their system. Totally annoying... The good thing about the hotel is its location, close to the the metro and the heart of London, but I would not stay there again.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for staying at our hotel and leaving a review. We will take your review into consideration and we will use it for improvements. Please note, the fire alarm come from Nando's restaurant downstairs and it was not hotels fault. However, we do sincerely apologize for any inconvenience you may have had during your stay with us. We will definitely use your feedback for improvments. Kind Regards Management Team

"What a little gem"

5
02/09/2016

Wonderful find. Only needed a cheap n cheerful in Kensington. However this was more than just a bed. Beautiful air-conditioned room (not massive but size irrelevant to me) and the best shower I've had in a hotel in a long time. Fab staff, good breakfast, great location.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Kris, Thank you for staying at Best Western Seraphine Kensington Olympia Hotel. I am glad that you have had a great time with us and that our service met your expectation. We would like to thank you for acknowledging the hard work we try to put four our customer and our business. This kind of comments it makes us happy and it gives us hope to believe that we are in the right direction to deliver a great customer service and great quality products for our guest. I hope to see you soon and welcome you back at our hotel. Kind Regards GM/Liman Axhami

"Strong damp smell and mysterious stains"

2
18/08/2016

I stayed at this hotel for one night and that was enough. Upon arrival the hotel seemed perfect it was small and in the right location however, staff were not overly welcoming and seemed to just be rushing to check us in even though we were the only ones there. The lift was explained to us in the most complicated way but we managed to get to our rooms. When I first walked into my room the pungent smell of damp was prominent and was so throughout the whole night it was uncomfortable and made me feel queasy! It was prominent throughout the whole room and I had to open a window to try to get some fresh air in, it was so strong I didn't feel comfortable leaving my clothes in the room in case they were smelling of damp the next morning. The following day is when I noticed the stains in certain parts of the carpet, they were quite large and clearly nothing had been done to even remotely try to remove them it made the whole room feel unclean. The hairdryer also failed to work after many attempts and so I had to go to my colleagues room to use her hair dryer! Overall not impressed with this supposedly 4 star hotel a lot of changes need to happen before I would consider staying again.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for staying at our hotel and for your review. I am really sorry if we did not meet your expectation this time. To be honest we are extending our hotel for 5 rooms and the smell it could have came from the extension or Nandos restaurant which is on the ground floor. We always make sure our guest are aware about the lift and know how to use it, there are clear explanation how to use the lift. Hair dryers have a switch and a button to push up if you would like them to work for you and if you had asked for assistance we could certainly be able to help you on this or any other concerns you may have had during your stay. Anyhow we do greatly appreciate your comments and we will definitely use your suggestion to improve our services. I hope above experience will not deter you to come back at our hotel which is on the hart of Kensington and see the changes we have already start to make. Kind Regards Management team

"shabby , shabbier , the shabbiest"

1
14/08/2016

Poor quality rooms, terrible bathroom all rusty , shower sprinkling the whole bathroom, sheets too small for bed , no wifi even afterasing 10 times ...endless list of no go. We arrived for the graduation of our daughter who lives near by, Already the room was very small , couldnt even walk around the bed yet put a suitcase somewhere, and the hanger was so low all the dresses were basically cleaning the floor, the bathroom which was for disabled guests( well at least they have one , although we did not ask for one and the bathroom was in a poor state, rusty showers, no toilet cover , rusty handles, shower going everywhere exept where it should go.. Staff was friendly but useless, tried to get wifi for 3 days,...simply impossible, breakfast , not even worth looking at and the noise outside ..unbearable!!!

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for staying at our hotel and leaving a review. we will take your review into consideration and we will use it for improvements. We apologize that the hotel did not meet your expected standards but we will definitely use your feedback for improvements. Kind Regards Management Team

"Small but comfortable"

4
12/08/2016

2nd visit to this hotel. Rooms are small however they are clean and comfortable, WiFi and a basic breakfast is included, the staff were friendly and welcoming. Kensington high Street tube is 5 minutes walk away. We will return.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at our Hotel and for leaving a review. We are very happy to hear that you enjoyed your stay with us and that the room were comfortable and clean. I will forward your comments to the management regarding the staff being friendly and welcoming so that they can be rewarded for their effort to give good customer service. We hope to see you again soon Best Regards Management team

"Nice standard if small!!"

4
03/08/2016

I booked this room for an overnight stay in London as it was convenient for where I was visiting. My single room as small, but well presented and contained toiletries and a decent shower... A must have! It was just a room to sleep in and worked well and the breakfast was a bonus too!

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest We are happy to know that your stay with us was satisfactory and that our hotel was close to the places you wanted to go. We are investing and doing more improvements at the hotel and hopefully next time you came to stay with us your stay would be a wonder stay. Hoping to see you again soon Kind Regards Hotel Manager

"Great staff and good location. A must-repeat."

5
31/07/2016

The hotel was clean. The rooms were relatively small (as expected of a hotel in this area of London) but well-equipped. There are elevators to help people with disabilities or large luggage.There were a couple of minor issues with a lock and a light bulb, but they were quickly solved. We stayed as a group of 17 on a field trip from abroad, and despite the challenges this involves, the staff was amazing in making sure everything was good for us. They were simply wonderful, extremely nice and helpful. Breakfast was nice and varied.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your review, we are happy that your stay with us was OK and that the facilitates of the hotel, the service and the staff were amazing for you and your group. Your comments encourages us to do more and make sure your stay with us is always great Hopefully we will see you soon again at our Hotel Kind Regards Hotel Manger

"Disappointing end to a day out in London!"

2
16/07/2016

We had booked the Kensington Olympia based on reviews online - £130 for a standard double. It was an important and busy Graduation day and we were looking forward to getting to our hotel to unwind. However, when we arrived we were greeted by a less than friendly receptionist saying "are you sure you have the right hotel?!". Of course we did!! He denied all knowledge of our booking and tried to claim that we had not made a reservation. I showed him the multiple emails and booking reference numbers from the company. After 10 minutes he finally acknowledged that we had made a reservation but the hotel had not entered it onto their booking system from the 3rd party company we had used. He then proceeded to tell us the hotel was full and there was no room for us. Obviously at 11pm at night at the end of a special day this is not acceptable. More time passed whilst he contacted his manager who told him to give us one room they had left which had been set aside for a transfer from another hotel. He advised us that we could have this room and proceeded to tell us how lucky we were and he had given us a luxury junior suit. Ok- we thought- this makes up for it....until we got to the room! It was tiny- a small double bed and definitely not a suit. There were scaffolding and building works outside and the room smelt of bad damp. As if this wasn't bad enough, insultingly the cost of this room on the bill we received was £110 per night- £20 less than I had paid for a standard double. In the morning we were looking forward to a good breakfast but sadly were greeted by stale croissants and bread, limited choice. We would never stay here again based on our experience on this occasion!

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest We are very sorry if you did not have good experience at our hotel this time. Please note most of our booking come straight into our system and we don't have to put them manually. Your booking it did not come as there was fault between your agent and our room channel manager. Our reception team have tried to do what they could based on the information they have had at that time. They did actually upgrade you to a bigger room for no extra charge. To be honest we offer complimentary buffet continental breakfast and this breakfast meets Best Western Standards. Breakfast includes, pastries, croissants, muffins, jams, honey, boiled eggs, souses, slice ham, salami and chicken, fresh fruit salad, mandarin segments and peach, coffees and tea, orange juice, multivitamins , white, brown bread and bread rolls etc.. Can you please give us your advice how can we make it better for you. Thank you Kind Regards Hotel Manager

"Olimpia Hotel"

4
15/07/2016

Good hotel and great location just needs some scrambled egg's and a good breakfast, the rest was all great. We stayed an extra night because of the central location close to the metro and underground . The reception staff was very helpful. It was a good and pleasant stay

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for good comments on the trip adviser. We will use your comments to make improvements and we try to fulfill your request for the scramble eggs. Looking forward to seeing you again soon Best Regards Management Team

"OverBooked"

1
10/07/2016

To explain in more detail, a twin room was booked for myself and a friend but upon arrival we were told that the Kensington location did not contain ANY twin rob oms. The "Sister" hotel was suggested in Hammersmith, which had a double room with an extra sofa bed. Reluctantly the latter choice was accepted, as cancellation was not an option due to the room being paid for in advance. The Kensington location was specifically chosen because it is within walking distance of Hyde Park, where we would be attending a festival. The hotel in Hammersmith was definitely NOT within walking distance of Hyde Park and involved a ridiculously long queue for the tube followed by rather long tube ride at the end of the night. The room as not ready on arrival and when at the end of the night we were eventually given the key, we found that the sofa bed was not only a single but also squeaked upon every turn, not at all comfortable for an adult to sleep in. Here's the moral, check your booking before the cancellation notice is up and definitely before you travel, especially if you think your staying in a twin room at the Best Western, Kensington.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Ruth, Thank you for staying at Best Western Seraphine Hotels. As you know your booking was done through GTA, they know that we don't have twin rooms available in the Hotel. You did book double executive room but requested to have a twin room, because we did not have twin rooms available we suggested you to go at our sister hotel Best Western Seraphine Hammersmith which is of the same standard. We did offer you coffee and fresh drinks on check in and we did also pay a taxi to take you over there. However, we are sorry for the inconvenience you may have had to go and come from Hyde Park but we tried to do the best we could to offer you a room with 2 beds and you did not refuse to go at Best Western Seraphine Hammersmith. Thank you for your comments and your custom Kind Regards Management Team

"Wonderful Staff, Charming, Well-Located Hotel"

5
02/07/2016

We visited London in May, and stayed at Best Western Seraphine Kensington Olympia Hotel. Despite Best Western is a chain, it had the feel of a small European hotel, and we loved it. The decor isn't upscale but it's clean, funkily decorated, and we enjoyed coming down to a free (and very nice) Continental breakfast every day and watching the UK morning news with the other guests. People are friendly but if you're not feeling social you do feel you have a lot of privacy. We loved the staff - the maids, the concierge and desk staff - all friendly, welcoming, and knowledgeable about the city. We miss them! If you're looking for an inexpensive hotel with some charm, a nice shower, and great company - go here! One thing: the rooms are tiny, so if you're very large or very tall, I only recommend this room if you're traveling alone. But - I think most everyon would be more than satisfied staying here! We loved it.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, We were very happy when we read your comments about your stay at Best Western Seraphine Kensington Olympia Hotel. You have made us feel good and happy that you had enjoyable stay with us. This comments will encourage us to do more and provide even better service to our customers so that they can have good memories and share them with others. We look forward to welcoming you back at our Hotel Best Regards Hotel Manager

"Horrendous "

1
22/06/2016

Horrible hotel, reception staff barely looked at us when we checked in! There no smiley faces. It's meant to be 4 star. I'd be hard pushed to give it a 3 star. I paid extra for an executive double room for a bit more space and a double bed but still got two beds pushed together! We also had a disabled bathroom and it's good they have them but me and my partner are not disabled and would've preferred a normal bathroom. The continental breakfast was horrendous! Also they had let their alcohol license run out so couldn't even buy a beer in the hotel!!! All in all a very poorly run hotel. I'd give it a miss. They are much better hotels for the same money!!!

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your stay at Best Western Seraphine Kensington. We are very sorry that your experience at our hotel did not reach your standards. We will take your review for consideration and try make improvements for the future. Regards Management Team

"Great service from Armit"

3
03/06/2016

Very small rooms, however the guest relations man Armit was absolutely fantastic! So helpful made our stay a delight what a gem for the hotel keep up the fantastic work There are two hotels with the same name on the same street which was confusing therefore I hope this is the correct one

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for staying at our Hotel, we do really appreciated. Please note our rooms comply with Best Western standards and they have got everything you need. However, we are sorry if we did not meet your expectation this time. Best Regards Hotel Management team

"Cramped"

2
30/05/2016

Not good value for money. Double room had quite a small bed even for just myself. Room was cramped,not enough space for the suitcase. Nice size TV but too close to the bed for the size as the room was so small. Breakfast are was similarly cramped.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for staying at our Hotel, we do really appreciated. Please note our rooms comply with Best Western standards and they have got everything you need. However, we are sorry if we did not meet your expectation this time. Best Regards Hotel Management team

"Grubby Litte Hotel - cant believe the favourbale reviews"

3
24/05/2016

Location is excellent - Kensington High Street - great for shopping - close to the Albert Hall and Hyde Park. Very small room and you either have to suffer the heat or the noise of the aircon all night. The place needs a good clean - hair in the shower etc. Staff are OK. The place is a bit of a death trap if there's a fire. I couldn't see a way out. Fire doors are propped open with bits of card. Narrow staircases. The lift is hopeless. I don't know how it managed to get a fire certificate. The breakfast area is cramped at reception and the breakfast is modest. It wasn't expensive but I wouldn't stay there again. Had the reviews been more accurate, I wouldn't have booked

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you for your comments, we really appreciate your feedback and we always try to improve our service as best as we can. Please note, our hotel is 15 min from Royal Albert Hall and 30 walk to Hyde Park. I hope you are giving comments to the right Hotel. Best Western Seraphine Kensington Olympia is 4* accommodation hotel and it meets Best Western Standards. Please do not hesitate to contact our hotel if you need further clarification regarding your review on the Trip Advisor. Best Regards Hotel Manager

"Not perfect but quirky for a chain"

4
21/05/2016

This hotel is in a brilliant location - just off the High Street in Kensington. It's actually not that easy to find in the dark - it's above Nandos (but you wouldn't know it once you're inside). The rooms really are teeny but pretty well equipped with nice toiletries, hairdryer, biscuits, and even a speaker for a smartphone - so much more than you might get in budget hotels for a similar price. The desk is a little on the small side if you have a larger laptop or lots of paperwork, but it was fine for getting a couple of hours of work done. The staff seemed very pleasant, the bed was comfy enough and - most importantly for me - the room was really quiet even with the busy road outside. There are a lot of stairs. I would actually have given this hotel a 3.5 if I could, but I bumped it up to a 4 on the basis that there is an amazingly tasty Indian restaurant around the corner called Raj of Kensington - it's literally a 2-minute walk.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you very much for the review, we truly appreciate your compliment and we value your opinion. We hope to have you back at our hotel. Best Regards Management team

"Visiting daughter and friend in London"

4
17/05/2016

I was in Europe and decided to extend my stay to help my 19 year old daughter to settle into a summer exchange program. The hotel is convenient to tube. Quaint old building. It is not fancy but clean, friendly staff and very reasonably priced. I loved opening my window onto Kendington High Street.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you very much for the review, we truly appreciate your compliment and we value your opinion. We hope to have you back at our hotel. Best Regards Management team

"Such fantastic staff and a great hotel - and so clean! Highly recommended."

4
17/05/2016

My husband and I were travelling to London for a month in Jan and were unsure of where to stay as Hotels in London are a bit hit and miss. This one looked nice on the Internet but you can never tell so we booked it for only two nights, just in case . However, We need not have worried, this hotel not only lived up to our high standards it exceeded them and we ended up staying there the whole month! Yes the rooms are very small but I'd rather have a well priced hotel with fantastic staff, in a great location with good heating and air con and everything spotlessly clean, than a larger room. After all how much time do you spend in the room when you're in London? And so handy to the tube buses cafes Hyde Park shopping etc etc. And by the way your big suitcase will fit under your bed freeing up valuable space. The bathrooms are small but modern and scrupulously clean. The breakfast was free which was a lovely surprise and we enjoyed it. I've just stayed for a second time (9 days) by myself this time and the staff treated me like an old friend and couldn't do enough for me. Whenever I had a small problem it has been taken care of in a heartbeat with a smile and an apology, nothing is too much trouble for this team. I've stayed in their doubles and two of the single rooms and haven't had a bad room yet, although I understand some of the singles are smaller than the one I had. Ask for one overlooking High Street, it's not noisy unless you open window but with air conditioning you don't need to. One tip for those coming for the first time, there is a lift in the side street for your bags we missed the sign and carried them upstairs which was a struggle. There is another lift which goes from the first floor reception to level two and three so for those who don't want the stairs it's not a problem. Ps The Internet is free with vouchure to access and an unlimited number of vouchers each lasting 24 hours also free, although I must say it would disconnect occasionally, meaning I had to reconnect a few times. Would stay again and highly recommend It.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you very much for the review, we truly appreciate your compliment and we value your opinion. We hope to have you back at our hotel. Best Regards Management team

"For a conference in London"

3
14/05/2016

For a 2-day conference I stayed in this hotel. I arrived late in the evening at the hotel, and find the hotel because of the illuminated hotel shield above the door. Since the hotel entrance is just a door of 1 meter it's easily to be overseen. The hotel is a Best Western and 200 meter away from a tube station so that's good. The entrance echoed the hotel. Everything is small. The hotel room I had was a small single room and relative new renovated. The room had a flat screen TV but I do not found the remote control, which wasn't a problem since I was more or less on the road the whole day. The breakfast and reception was one area and also small. Surprisingly enough the bath was in relation to the room big. The strange think was the WLAN internet access they provide, it was just a 24h free pass and not for the whole stay. The breakfast itself was good and even so the severed continental breakfast it was ok. So in total I think the hotel was good, I could imagine of coming back, but that's does not mean that I recommend this Best Western. For the two days it was for me ok.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you very much for leaving a review, we value every opinion for improvements. We hope to see you again at our hotel and hopefully with more improvements that reaches your standards. Best Regards Management Team

"Great location tiny rooms"

4
13/05/2016

Fantastic location, nice breakfast, have stayed there many times, beginning to look tired, the rooms are small, very small, the smallest double bed I have every eccountered in a hotel, so short stay only. Very helpful staff.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you very much for leaving a review, we value every opinion for improvements. We hope to see you again at our hotel and hopefully with more improvements that reaches your standards. Best Regards Management Team

"Opinion reversal"

5
13/05/2016

After arriving at the hotel, following a hot and sticky journey from Leeds due to the glorious weather, we checked in and asked for a cool drink to revive us...this was supposed to be an alcoholic beverage. Unfortunately due to something to do with awaiting planning approval for an extension, they're alcohol license wasn't active and so therefore couldn't serve us that cold beer we so desperately craved...nor any cold soft drinks as they hadn't thought people would want soft drinks if there was no alcohol and usually, they only kept mixers in stock. They had some in stock but the fridges weren't turned on and the ice machine wasn't working...all very odd for a 4* hotel...nevertheless, we got over this and have to say the hotel manager was more than apologetic and tried his best to make up for this. Rooms were lovely and very clean and quiet given the hotel was placed on a very busy high street. We'd come to London for the queens 90th birthday celebrations and so got back to the hotel at around 1.30 in the morning. I've just recently had back surgery and given the double beds are very small thought I'd give my husband a break and see if I could get another room so he could sleep without me tossing and turning following lots of walking during the day which was now taking it's toll.....upon asking at reception I was told a single room would be £120. As we'd paid £178 for 2 x double rooms (albeit s flash sale on booking.com), I thought this was unreasonable as it was by now almost 2am and my logical point was that surely they rather make £70 than nothing given the time, where nobody would be ordering a room at 2am..... A quick call to the on call manager by the night porter unbelievably saw him offer me a room completely free of charge...I was gobsmacked as had expected to pay something at least....anyway to the point of my review title, what started as a lack lustre 4* hotel due to the lack of any refreshments of nite turned into the most kindest of gestures I've ever received from any hotel I've stayed at (and I travel a lot!)... This made up for everything else and so thank you for making our stay as comfortable as you could...will definitely return as I know the lack of booze is only very temporary!!!!

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you very much for your review, we really appreciate the compliment. We are more than happy to have you back at our hotel and hopefully we have already made more improvements. Best Regards, Management

"Good hotel in prime location "

4
06/05/2016

Stayed here for one night bed & breakfast, the rooms are definitely compact ok if your only going to stay a night or two, the decor is modern and the whole place is very clean. The breakfast is continental and there is plenty of choice. Staff on reception are very helpful and friendly. The hotel is perfectly situated for shopping and also within easy walking distance to the free museums and parks including Kensington and Hyde Park. We would definitely recommend this hotel and will be staying again in the future.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you very much for your review, we truly appreciate your compliment. We hope to see you again at our hotel, with warm welcoming. Kind regards Management

"Good value for money, sometimes"

4
27/04/2016

Great value for money at the rate I booked for the location however when I've tried to book for other dates the rates have gone up significantly to a level which doesn't fit the bill. Be warned you are in prime central London so rooms are small and some facilities like the wash basin are tiny so not suitable for those with a larger frame. You are however on High St Kensington and in walking distance to Hyde Park, Kensington Palace Gardens etc

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at Best Western Seraphine Kensington Olympia Hotel. We hope that you have had a good stay with us. Thank your comments we hope to see you again. Best Regards Hotel Managment

"Good price/quality ratio: deserves 4 stars when wifi is improved"

3
09/04/2016

See title. Considering that you're in London at an excellent location, the price quality ratio of this hotel is excellent. Rooms are simple, but clean and good. Breakfast is basic and good. Very friendly and helpful staff too! And in-line with a previous reviewer: this is the first time I stay in a place in London that I would consider returning to the next time. I would easily rate it 4 stars if the wifi-quality improves. I don't mind logging in with a unique code every day, but the throughput was often so cluttered that almost nothing got through for minutes and all applications timed-out and lost connection with their servers (and I certainly did not do any heavy lifting).

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest Thank you very much for your review, every review is appreciated and used for improvements. Hope to see you again in our hotel. Regards

"Business trip, one night"

4
28/03/2016

Very welcoming and helpful at reception, clean room and bathroom, if not a bit small (typical for London though). Price good and location good if you don't mind the High Street.. Will go back, which is more than I can say for other London hotels.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for taking time and review our hotel. I am glad that our location was convenient to you and I am pleased that you were satisfied with our staff, rooms and amenities. Thank you again for taking the time to leave your feedback & I look forward to seeing you next time you travel to London.

"Great location and reasonably priced"

4
23/03/2016

5 mins walk from the tube station, good location 20 mins walk from Harrods next to Hyde park Rooms large and surprisingly quiet! Great rain forest style shower and wet room Simple breakfast but enough Good for price

LIMLondon, Front Office Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for taking time and review our hotel. I am glad that our location was convenient to you and I am pleased that you were satisfied with our staff, rooms and amenities. Thank you again for taking the time to leave your feedback & I look forward to seeing you next time you travel to London.

"The hotel is in a good location, but very small and tight spaces."

3
20/03/2016

The sleeping rooms are quite small. The bathroom is a totally wet space with a tiny sink and ledge above. Difficult to navigate without getting clothes wet. The shower only has a curtain (?) which results in water flowing into the bedroom and the carpet. This appears to happen consistently as the room was very damp and moldy. Breakfast was reasonably good. Staff OK. If you are sensitive to mold, are tall or big - choose another facility. I find Best Western facilities VERY inconsistent.

LIMLondon, Front Office Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at +44 (0) 208 6000 555. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand

"Not a 4 star"

2
19/03/2016

Not a 4 star at best 3 star. Room was very small hotel and is above shop units. Would not recommend for the price. Could hear couple in another room as wall was v thin. I would go some where else. Breakfast was ok with limited continental breakfast.

LIMLondon, Front Office Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me at +44 (0) 208 6000 555. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand

"BEST WESTERN Seraphine Kensington Olympia Hotel experience!!!"

3
19/03/2016

Very nice service and in a really nice location. The rooms are really small.. Recommended to those that they do not have big luggage because there is not enough space in the room. At the Breakfast there is no variety.

LIMLondon, Front Office Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
I am pleased to hear that you found the location very convenient and I am also delighted to know that you found our rooms cleaned and staff helpful. With regards to your comment on internet service, we are delighted that we've extended our free Wi-Fi offer so that our guest can now use it anywhere in the hotel for the entire stay wth us. Our fre Wi-Fi is ideal for light surfing, checking email and social media. Enhanced Access is a great choice if you want more bandwidth and starts just from £5 for 24 hours. I am sorry to hear you did not enjoy our complimentary breakfast. we always aim to provide variety and choices and our current offering is in line with the Intercontinental Hotels standards as set out for Holiday Inn Express brand to ensure consistency of offering. After receiving some feedback from our guests we have taken part in a trial whereby a number of changes have been made to the Express Start breakfast in an attempt to improve the quality of the products and the level of service we offer to our guests. Thank you again for taking the time to leave your feedback Kind regards,

"Could not fault this place in excellent location"

5
18/03/2016

Was dubious about booking this hotel after seeing the reviews but my wife and I stayed here and thoroughly enjoyed the experience. We were welcomed at reception after finding it easy to find the place. It is a 6/7 minute walk from High Street Kensington Tube station but make sure you turn left when you leave the station. The entrance is between Nandos and Rymans shops on Kensington High Street and has a carpeted stairway entry. We were allocated a really nice decent sized room facing the high street which had everything you could wish for. A decent TV, wonderful shower, very nice room decor, ample supply for tea/coffee making facility and good wi fi. The buffet breakfast consisted of all you could wish except a full English, nevertheless we left very full and ready for the delights of the area. On departure we were allowed to leave our luggage for a couple of hours with no qualms and have to stay all the staff were very obliging. All in all this was a lovely stay.

LIMLondon, Front Office Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
I am so pleased to read your kind comments. Your time in London seems to have been very full and well spent. I am glad that we could play a small, but significant role in making sure everything ran smoothly for you. I hope to welcome you back next time you are in London. Kind Regards

"Vacation in London with compfortable hotel"

4
16/03/2016

This hotel was anonymous from the outside and had a lot of stairs. Very British. Good area. Room was a bit on the small side but worked fine. It had all comforts you need and was fresh and clean. Our room was facing High Street Kensington, but I did not think it was noisy at all. Bed was also a bit small (140 cm) and not so comfortable. Hotel was close to tube station, maybe 200 meters walk. Breakfast was not so much fun I think, it was no warm cooking. Small selection of bread. But still they had fresh fruits and yogurts asf. Hotel met expectations, although maybe not breakfast.

LIMLondon, Front Office Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
I am so pleased to read your kind comments. Your time in London seems to have been very full and well spent. I am glad that we could play a small, but significant role in making sure everything ran smoothly for you. I hope to welcome you back next time you are in London. Kind Regards

"Fantastic location, clean, friendly staff"

5
11/03/2016

We checked in on a Saturday afternoon and were greeted by Aranait who was extremely helpful and gave us an upgraded twin room and a deluxe double room. The rooms were modern and clean. The location is brilliant for many attractions in London and easily accessible on the Tube. The hotel breakfast was pleasant but busy, so if you want a table at a certain time then go down early. Thoroughly enjoyed the stay, thank you!

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you very much for this great feedback, we hope to see you again in our hotel, best regards Virginie

"Very happy with my short stay"

5
09/03/2016

I had a room booked with the Hotel Seraphine in February of this year after a long awaited weekend trip for a close by convention at the Olympia. I was extremely happy with the room I was given. It was perfect for my needs, it was comfortable and amazingly clean (which is always a major thing for me). I loved the bathroom and the shower was wonderful. The staff my friend and I met, were very friendly, welcoming and helpful. Considering the hotel is right on the High Street, I was quite surprised at how the street sounds were not a problem. The only down side for me was the internet connection. It didn't seem to work but I was there for only 1 night so it wasn't a big problem. I was also disappointed we were there for only one night as I would've happily stayed longer! I'm hoping to attend the same convention next February, and will most certainly book a room at the Seraphine again. Well done!

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you very much for this lovely review, That is true we have some issues with the wi-fi sometimes and we are doing our best to fix them. Looking forward to welcome you again next February then! Best regards, Virginia

"Lovely, Clean - Thoroughly Enjoyed my Stay"

4
05/03/2016

I absolutely loved my stay here. Upon arrival I was greeted by staff who helped me take my huge suitcase up the stairs because the lift wasn't working. The man at the desk was very friendly and interested in my stay in London. They also upgraded from a single to a double room because they thought I'd enjoy the bigger space. And boy am I glad they did because my room was lovely and just the right size. Rooms were clean and tidy. The décor is quite nice as well and made me feel like I was in a swanky hotel. The bathroom was very small but perfectly usable. The shower pressure was terrible and the water was lukewarm the entire time but I forgot to mention it to the staff so hopefully it will be fixed. I had a nice view onto Kensington High Street as well. Breakfast was basic but adequate with cereals, toast, fruit etc. It is a bit awkward having breakfast in the reception area but it didn't bother me too much. Also they provided bottled water in the rooms which I thought was a nice touch (along with the usual tea and coffee). On my trip I didn't stay in any other hotels that provided water which made it a nice touch. About a five minute walk to Kensington High Street Station, which was very convenient. Lots of shops and places to eat as well which was fantastic. I highly recommend this hotel. Also don't be stupid and accidentally go to wrong hotel like me. There are two Best Western Seraphine Kensingtons on the same street, only this has Olympia on the end of it! Thanks to the lovely guy the wrong hotel who kindly directed me to the right one!

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for leaving this great feedback about your stay at Seraphine Kensington Olympia Hotel. Best regards, Virginia

"very relaxed and friendly"

4
02/03/2016

I found the hotel was ideally located for transport and local eateries, the staff from arriving to leaving were excellent, the room although slightly small was clean and comfortable and had all facilities for our stay.

LIMLondon, trainee at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you very much for this great review, Best regards, Virginia

"Great location"

4
01/03/2016

We have stayed here once before. The advantage of this hotel is that it is in a good location, allowing walks up to Hyde Park and into the surrounding areas. It is also close to the tube at High Street Kensington, and a number of buses from Trafalgar Sq pass close The breakfast is simple, without being exceptional. The staff are pleasant and always available. The downside on this occasion was the room was tiny. We typically use a hotel mostly for sleep as we are out all day, so we don't need a lot of space. However, the bathroom was extremely space, with one's knees touching the door when sitting on the toilet, but the toilet door would not even open fully without touching the bed. In total, there was not much more than 40am each side of the bed. It did not spoil our trip, and last time the room was bigger. However, if the room size is more important than the location, then ask before you book.

LIMLondon, trainee at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for your recent review of our hotel. I am glad that our location was convenient to you during your stay, we hope to see you again ! Best regards, Virginia

"Excellent staff"

5
24/02/2016

Hotel receptionist Arinat was great always smiling so helpful. Breakfast was brilliant fab location. Rooms were spotless. Euston station 15 min away only 18pnd in a taxi. Arinat is one of the nicest people we have ever met!

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you very much for this great feedback, We are always very happy when a guest contacts us about the wonderful service they have received. As soon as I received your comments, I immediately forwarded them to Aranit. We hope to have you as our guest again very soon!

"Great place in Kensignton"

4
16/02/2016

The room was clean and the service very friendly. Could have a faster internet, but it was very nice overall. The hotel is close to High Street Kensington tube station and surrounded by nice places to eat and shop. Planning to go back there in June.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for leaving such great comments following your stay at our property, we really appreciate you took some time to give us your feedback. It is a great satisfaction to read that ours hotel was so convenient to you. I am also delighted to see that you found our hotel extremely comfortable as well as clean and that our staff made all the difference by being very attentive to all your needs. It has been a great pleasure having you staying with us and we will be very glad to welcome you back at the for your next visit to London in June. Kind regards,

"Well located"

3
15/02/2016

The hotel is located on main shopping street ,everything is close by , direct bus to King's Cross or Oxford street. The room is small , the bathroom extra small but all clean.Breakfast is minimal. The lift is painfull , had to take the stairs and carry my suitcase 2 floors up. Overall its ok but as a single traveller only

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for your feedback. Please accept my apologies for any inconvenience you may have experienced during your time with us. The feedback we receive from guests such as yourself is a vital part of our Business and I can assure you that the points you have raised have been taken on board. I hope that we will have the opportunity to renew you faith in our Hotel next time you are in London. Kind Regards,

"Excellent Hotel"

5
15/02/2016

We stayed in this hotel in February 2016 and it is great ! Our room was very clean and serviced every day. It was just big enough but given the cost of rent in central London I was grateful that we did not have to pay for unused floor area. The shower was hot and powerful with plenty of toiletries. The breakfast room was small but big enough. The continental breakfast was a buffet with cereals, cold meats, cheese, toast and croissants, etc. Good coffee and tea with cold drinks on tap. It kept us full until lunchtime. The hotel's location is excellent, a few minutes walk from High Street Kensington underground with bus stops outside the hotel. We are looking forward to staying here again, from the conversations in the hotel it is clear that many clients stay here often.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for leaving such great comments following your stay at our property, we really appreciate you took some time to give us your feedback. It is a great satisfaction to read that ours hotel was so convenient to you. I am also delighted to see that you found our hotel extremely comfortable as well as clean and that our staff made all the difference by being very attentive to all your needs. I am glad you enjoyed our breakfast. It has been a great pleasure having you staying with us and we will be very glad to welcome you back at the for your next visit to London. Kind regards,

"Rooms too small"

3
04/02/2016

OK breakfast although a bit limited. Rooms nicely decorated and clean. Amazing shower. But generally the room and bathroom were far too small. I literally had to climb over the bed to get to the other side of the room. Nowhere to put suitcases. And the bathroom was miniscule. All in all ok if you're a single traveler overnighting but not if you are a couple and staying more than a night or two.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying at Best Western Seraphine Kensington Olympia Hotel. Our rooms are of different size , I wished you had spoken to us during your stay at our hotel regarding your concern and we would have certainly sort it out at once. However, we are sorry if we did not meet your expectation this time. Best Regards Seraphine Olympia Manager

"Very good experience "

4
03/02/2016

The hotel is on a very good location with easy access to bus and tube. The rooms are decent size (for London standards) with a big size flatscreen tv. The bathroom is small but very functional and modern with a large shower for two people. Breakfast is average for continental. The staff is very helpful. They even provided us with a uk adapter and printed out some pages we needed. Very good value for money. Would stay there again.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for good comments and for staying at Best Western Seraphine Kesington Olympia Hotel. We realize you have many choices when it comes to lodging, and we sincerely appreciate your business. We are always very happy when a guest contacts us about the wonderful service they have received. Once again, thank you for taking the time to leave your review in the trip adviser, we hope to have you as our guest again very soon! Best Regards Best Western Serapine Kensington Olympia Hotel Manager

"Good Hotel"

4
19/01/2016

Me and my hubby went to London and spent four nights at this very nice hotel. It is right next to Kensington Palace and Gardens and the area is very nice to walk around with lots of shops and restaurants nearby. The nice thing is that each day you receive two complementary bottles of water, coffee, tea and a biscuit so that was very nice of the staff. I also really enjoyed the breakfast - delicious chocolate muffins, jam, cheese, juice, fruit, etc. but my husband thought that they could serve not only bread toast but also some fresh bread - but for me it was all real good. Just the fact that both internet and breakfast was for free was a huge plus as many hotels in London charge both for the breakfast and wi-fi. Very nice stay, nothing fancy but everything nice and clean and we were very satisfied.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Thank you for taking time to review our hotel. I am glad that our location was convenient to you and I am pleased that you were satisfied with our staff, rooms and amenities. Thank you again for taking the time to leave your feedback & I look forward to seeing you next time you travel to London. Kind regards, Lim Hotel manager

"Personally not recommendable"

1
03/01/2016

I booked this Hotel based on old ratings that described it as a very smart and a good way for staying overnight in London especially for Single Traveller's / younger People. Starting off with the positive points of the Hotel: The Hotel itself is relatively central due to being near the Kensington High Street Railway, as well as easily reachable by a number of busses. Breakfast was included automatically in my price. It is also surrounded by many shops and restaurants on Kensington High Street. It had a Waterfall Shower Function installed. Also the available body/hair wash smelled interesting, together with the available soap. Now to the more negative Aspects. On my Arrival, I ran straight past the Hotel since the Entrance is slightly "hidden" behind the corner of a shop. It said on the front door that it had "Lifts available in the back, please ring to receive help from the Staff". Since there was no direct description of what/where "in the back" meant, I rang to ask. I rang around 4 times in a total of 10 minutes without avail, until I decided to carry my luggage up the stairs myself. The reception is also around the corner, where the "dining room" can be found. Which makes the setup feel "unsafe" since there is nobody who checks or sees people coming/going and there is a direct access to the rooms. I strongly discourage single Woman to book this hotel on their own, based on this alone. During Check-In I was asked to pay the full amount up front. When asking for the reasoning of this, I received the answer: "Because otherwise you spend all your money in the city and won't be able to pay for the Hotel. This has happened." Having worked in Customer Service before, the wording and way of tone was absolutely non acceptable. This gave me a feeling that the staff was not professional or lacked training in regards to Customer/Guest Interaction. However, I waved this off since everybody can have a bad day. My card had been declined and after a few calls I informed the reception that I will be able to pay it the next day. I was instructed to pay the first night in that case, which was 100£ on hand. I received my keycard with the remark "Hopefully you will be able to resolve this tomorrow." Now just to make a point, this entire stay was pre-booked, Non-refundable and connected to my Credit card. In no scenario would this become a "non-resolveable" issue. The flat out disrespect and accusations I encountered during the conversations, was beyond unprofessional. The entire price was payed on the 2nd day of stay. I was escorted to my room, which was around the corner of the stairs. The room was very small, "compact" how it had been described in previous Ratings. Not to my personal liking, but I had been aware of this before. Larger people may not have enough space to squeeze in between the bed and the TV to reach the Closet & Desk. The bathroom itself is very small too, there is the basic necessary utilities and a Shower that has place for 2 people. The available and free WLAN is an insecure connection. This. Is. Not. Acceptable. In. 2015. And I will admit, this was my personal turning point when my perception of "Maybe they or I am just having a bad day" turned into "This Hotel is giving me a sketchy vibe." I've never had any amount of experience in Hotels that led me to that conclusion up until that point. That feeling persisted and I called up some friends and slept over at their place on a matress, feeling exceptionally safer. I did not spend one single night in that hotel, just accessed it during day. When arriving on the 2nd day my room was wide open, being cleaned I walked in and took out a suitcase while the cleaning lady continued. I was not asked for identification or anything. Anybody could have walked into my room and taken out whatever they desired. Without one word of questioning. Sorry, but there is just so much wrong with that. When informing the staff that I hadn't spent a single night in the room I explained that this was due to me not feeling safe, which gained a surprised look but no questioning. After this very lengthy and detailed Rating of my personal experience, I would summarize that this hotel is not up to modern standards, unbelievably overpriced for what you receive (even for London standards) and not professional. An expensive first timer in "bad hotel experiences" for me. I hope this is helpful in some amount. While I do want to emphasize that my experience may be an exception from the rule. However personally, I do not recommend this hotel in any way.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Jessica, I am very sorry to hear that your expectation were not met at our Hotel. It makes you feel sad when you see someone wright a story about something they may not personally like and also try to make others to feel the same. In my opinion whatever you have said above in your review are not true, they are exaggeration. I wonder why are you doing this !!. Our main hotel entrance is on high street between Nandos and Raymonds. We have cameras all round the hotel and 24hours customers service. I have worked for this hotel since it's open and we have never had an incident. This area is the safest area in Kensington High Street, London. In my opinion I can't see anything wrong to ask guest for pre-authorisation or payment to guarantee their booking on check in. This is our hotel policy and we have to follow it. If your not happy with your room or anything else you could have come and speak to me. I am available at all times and I believe your matter or concern would have been solved at once. There is no reason for you to wright bad comments and exaggerate things. I am sorry but we don't question guest on their stay, it is their matter where they go and when they come. We do not police the Hotel but we try to make sure that they and their belongings are safe. However, I would welcome the opportunity to discuss this matter with you in greater detail and learn how we could do things better for you, Thank you for your time Lim Hotel Manager

"super friendly, super price"

5
17/12/2015

It isnt luxury but its great value, clean and friendly and in a great location, will definitely return next time we are in the area and have already recommended to family who live nearby that this is cracking overflow alternative for visitors.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for taking time and review our hotel. I am glad that our location was convenient to you and I am pleased that you were satisfied with our staff, rooms and amenities. Thank you again for taking the time to leave your feedback & I look forward to seeing you next time you travel to London. Best Regards Liman Axhami General Manager

"citytrip London"

3
15/12/2015

nice hotel in the neighberhood of Hydepark perfectly for a two night stay to visit London. tube and busses just a short walk. Price quality just good do not expect large rooms or even a big room for breakfast. Just right nothing special.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for taking time and review our hotel. I am glad that our location was convenient to you and I am pleased that the price quality has met your needs. Thank you again for taking the time to leave your feedback & I look forward to seeing you next time you travel to London Best Regards Liman Axhami General Manager

"Good small hotel in Kensington"

4
12/12/2015

I have stayed at this hotel twice before my recent visit. I would recommend this for the budget traveler. The rooms are small, but not for London's standards. The breakfast is a nice bonus that you do not get at most hotels.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for staying again at Best Western Seraphine Kensington Olympia Hotel. I am glad that everything went nice and smooth for you and that your budget and breakfast expectation were met. We hope to see and serve you again soon, Best Regards Liman Axhami General Manager

"Great location"

4
12/12/2015

Nice clean hotel small room but everything you need.the continental breakfast sets u up for the day. The location of the hotel is great right on Kensington high street walking distance to restaurants,bars coffee shops and all kinds of retail shops. It is two minutes from the tube station giving access to the whole of London.anybody going for a few days would find this hotel ideal. Barry.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, I am so pleased to read your kind comments. Your time in London seems to have been very full and well spent. I am glad that we could play a small, but significant role in making sure everything ran smoothly for you. I hope to welcome you back next time you are in London. Best Regards Liman Axhami General Manager

"Pleasant small hotel, good location"

4
11/12/2015

This very small hotel is above the shops on Kensington High Street. The small space means that it lacks the comforts of a larger hotel: the rooms are small, there is very little lounge space for breakfast or drinks. However it is very comfortably furnished, clean, and the staff were very friendly. The location is very good, too. Kensignton High Street has many upmarket restaurants and coffee shops, and expensive boutique shops. It lacks low-cost food options. I received free wi-fi as part of my stay. I would stay here again.

LIMLondon, General Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for taking time and review our hotel. I am glad that our location was convenient to you and I am pleased that you were satisfied with our staff, rooms and amenities. Best Western Seraphine Hotels offer free buffet continental breakfast and we do actually try to present it as well as possible. Thank you again for taking the time to leave your feedback & I look forward to seeing you next time you travel to London Best Regards Liman Axhami General Manager

"A Travesty of a hotel: rude rude rude"

1
10/12/2015

First impressions are everything, and this place aces the "lets make sure the guest is suitably ticked off from the first impression" approach to customer service. Booked the room on points and that immediately put me just between leper and "recovering Isis militant" in terms of the desk staff view ( Hello: you already GOT paid by the points distributer. I'm still a paying customer!) I'm then ignored for 10 minutes as 4 other people are checked in ( it's ok, I am in fact a ghost) and THEN the desk staff presents me with an invoice for 75 pounds, which is, ironically enough, the quoted rate my points booking supposedly covers!! Right. So now we are at a 150 pound Best Western room? No I don't think so, skippy. That cluster sorted, we find wifi isn't included- just that alone loses 1 star in 2015 - and the room - yeah - I'm being punished : grotty, tv doesn't work, noisy ( site says double panes windows - err, nope not unless previous guests removed a layer or glass. ) Overall, a fairly resounding and convincing argument for avoiding Best Western properties in the future - all because you don't get a 2nd chance to make a good 1st impression.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest: We are very sorry if your expectation was not met. We do our best to make customer stay as comfortable as possible so there is no reasons for you to write such untrue and bad comments against our Hotel. It is reasonable to ask you if your booking was paid and it is also hotel policy to take pre-authorisation for incidentals. You did not have to be angry with our staff and through the registration card on her face. We did fix your TV at once and offered also complimentary glass of wine as a good gesture. So please remove your comments as they do not represent the hard work we do and they are completely lies. Thank you for your understanding and collaboration Best Regards Limin Hotel Manager

"Lovely hotel in a good location"

4
06/12/2015

Not the best access from the high street. The rooms are well enough looked after, everything was fine. The breakfast was a bit cramped in the morning as it's situated next to the reception but was more than adequate for our needs. Had an issue with payment of my stay but I couldn't fault the hotel for this error, all has been sorted now.

"perfect for a city break"

4
05/12/2015

excellent location for the Royal Albert hall 3 -4 stops on the number 9. good value for money. only down side we had a room that had an extract fan which was quite noisy as the room was hot and we had the window open. 3 adults in the room and a proper bed with adequate space for all. free safe a bonus adequate breakfast.

"Amazing value central London hotel with brilliant service"

5
04/12/2015

This was the cheapest hotel we could find when we booked a room so we certainly werent expecting it to be luxurious but we were very pleasantly surprised with the quality of the room and also the extremely friendly and helpful gentleman on reception who went out of his way to look after us and was great fun. Definitely recommended.

"OK for one night"

3
01/12/2015

Good location, not far from the tube, - although tricky to find as it is such a small entrance - we walked straight past it initially. Pleasant efficient staff. Room, including the bathroom, was very small but was clean and had everything we needed. However I didn't sleep well, the bed was a small double, and the High Street is busy 24/7 and I could hear traffic noise all night. Breakfast was adequate. Would stay again... but not for more than one night.

"Expensive single room"

3
25/11/2015

I'm torn on how to rate the experience I had staying at this hotel, I will try to explain. I travel quite a lot in different parts of the world and I have realized a long time ago that the rating of hotels are so different. I hope that a common "system" of rating worldwide will be developed. Ok, so I stayed in a single room. The room was very small and I'm thankful that I'm not so tall (168cm) as the bed wasn't wide nor long. The bathroom was very small and the lighting wasn't very good if and when you want to put on make-up. Also, the towel that should be on the floor when stepping out of the shower was always put halfway in to the shower itself so you couldn't use it as it was soaked with water, not very nice. The room was like a sauna, the reception changed from heat to "air condition" so they said it would be cooler in a few minutes. Coming back from a day in the city the room was like a sauna still. If I turned off the fan and opened the windows it was ok. Closing the windows and turning off the fan. I wonder how it works during the summer though...? Also I had a room towards Kensington High Street which is very lively so I had a hard time having a goodnight sleep. The service was excellent, they listened to my "problems" with the heat in the rooms and I got offered to change room but that was also warm and believe it or not...even smaller. The breakfast was ok and enough for me when travelling for a few days. The location was good, close to the underground and Hyde Park.

LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
Dear Guest, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 02079385911. Sincerely, Lim Manager

"Small but sweet"

4
23/11/2015

Very handy and reasonable for our visit to the Royal Albert Hall. Staff very friendly, bedroom small but well appointed, but the bathroom very cramped and the fan was noisy overnight. breakfast was a self-serve continental - very simple.

"Decent place to stay in Kensington. Wonderful staff"

4
18/11/2015

Good clean rooms in a great Kensington location, rooms are a bit small but not a big problem. Had a wardrobe which is more than some hotels and a table and fab tea making facilities. Fabulous rain shower. Modern design to the room, funky photographic wallpaper. Quiet and small hotel but a great breakfast with lots of basic choices. Very pleased that our bags were looked after in a locked room after we checked out. A key plus of this hotel is how friendly and professional the staff are. I felt the service really was 5 star, very friendly and helpful. When we arrived a couple were at the hotel having booked into a different Best Western. The guy on the desk was helpful and very courteous not only giving them directions to the hotel the needed to go to but ringing ahead to check the other hotel to check the other hotel was expecting them. He was extremely professional and polite in the circumstances as the lady concerned was a little flustered. One other great plus was that when we went for breakfast late on they ensured we had enough juice as the juice was running out, many hotels don't bother checking you have all that you need when you turn up in the last 15 mins of breakfast, this impressed me. I will stay here again I hope!

"Great for business"

5
06/11/2015

I found the Best Western to be a great hotel for my business stay. A short walk from Olympia so perfect for exhibition goers. Clean and friendly hotel and very comfortable. Trip advisor please stop making people write 200 words. Thanks.

"Good for a night or two"

3
29/10/2015

This hotel is in a nice part of London overlooking the high street. Holland Park just down the road, and the tube just up the road. The hotel its self; The room was small bet very nice, and very clean. The bathroom was nice also, brilliant shower. The bed was very comfortable, and a nice big TV, and good coffee making facility. The only downside was the breakfast, it was continental, which wasnt stated on the web site, and the room was very small, in fact people were cramped trying to self serve, so little room, shame really as that was the only downside. would use again, but only for one night.

"Perfect location, friendly staff and great stay"

4
24/10/2015

Just spent two nights at this hotel. I saw some reviews about the rooms being small, staff not friendly and lots of noise from outside. While the room was small, it wasn't an issue, and I found the staff super friendly and I didn't have any problems with noise, in fact we slept very well. Breakfast is included in the rate, and so is wifi and it is very close to High Street Kensignton tube station and many attractions in London. I would stay here again.

"Olympia"

3
23/10/2015

Stayed for two nights. Quite a small single room facing the road. Generally tidy and Perfectly fine though, though perhaps too small for a longer stay. Arrived back late both nights, and have to complement the night porter, who was excellent with check in etc. Only a few minutes walk to Olympia and tube.

"Good hotel"

4
22/10/2015

Hotel small but very comfortable and clean. Staff very friendly and helpful. Rooms again very comfortable and bathrooms spotless. Continental breakfast includes meats, cheeses, toast, croissants, fresh fruit, yoghurt and a range of juices teas and coffees. Good variety of food. Convenient for shops, banks, tubes and buses.

"Don't judge it by its entrance"

4
20/10/2015

I read the reviews of this hotel in tripadvisor after I've booked the room and was quite worried that I made the wrong choice. Yes, the entrance was a bit pokey and when we finally got up the narrow stairs to the reception there was nobody at the desk. After ten minutes the receptionist turned up saying that he had to deal with something. That wasn't a good start I thought and was already having doubts about the place. But when we got to our room , it was immaculate. The room was not as small as I had expected and it had almost everything we needed. It was on the first floor and the windows were facing the side road. There were no traffic noise and it was very calm. Breakfast was ok and commuting into the West End ,The City was easy as the tube station was just 5mins walk.If you ldon't mind walking like us, the Science museum, V & A are only 15 mins away. Plenty of places to eat and shop on the High St. On the day of our departure, one of the receptionist even helped us with our bags downstairs. I would certainly recommend this place for a short stay.

"Way too small, staff not overly friendly, on a busy road. Good location."

3
15/10/2015

The hotel's public areas and the rooms were way too small, even for a European hotel. The staff were not overly friendly. Hotel is on a very busy road so there is a lot of road noise 24/7. Breakfast was decent. Location is good near restaurants, shops and the tube station. I would not stay here again.

"A good place in a great location"

3
07/10/2015

We stayed here recently as Rugby World Cup and Fashion week caused chaos and we couldn`t find anywhere else to stay. The hotel has a great location, easy to get to, is clean and reasonably quiet. Our room was small, cannot imagine staying there longer. The shower was powerful but the bed seemed too small for 2 people. We tried to open the window but even though our room was facing the back, it was still very noisy. So reluctantly, we slept with the aircon on. Our stay included breakfast, and even though we only had 10 mins to grab something quickly, it was lovely, the room was bright and the food ready and warm. Overall, a good place.

"Handy Location"

3
13/09/2015

Having been bought an 'Experience' voucher for The Babylon Roof Gardens restaurant, picked this hotel for it's close proximity to the restaurant. It certainly isn't 5 star quality, but it is in an excellent location, is well-situated for restaurants, pubs etc and is clean and good value. Staff are friendly and the complementary continental breakfast is a bonus. Excellent value for money and would return. Only negative point I will add is that the bed was not very comfortable and the pillows needed to be replaced as had seen better days.

"Phil & Sue"

2
04/09/2015

Most disappointing. Room so small had to walk sideways to get into bed! Basin in bathroom so tiny that it was useless. Being over the main road made for noise all night so very little sleep to be had!

"Reasonable Hotel Poor Service"

3
01/09/2015

I've stayed here before for work and like the location for getting into central London (5 mins to the tube) and also the are nearby is nice (so safe to walk around on a night etc) with lots of options for food. The hotel itself has small rooms but they are comfortable if not a little shabby in some areas. The price is usually good and normally includes a basic but perfectly reasonable breakfast. The staff each time I've stayed here have always had issues with my booking and insist on taking card details for payment despite pre payment. This is now the second time I've stayed here where I've been charged twice and had to call their central bookings office (not straightforward) to sort it out. Given the hassle of this I won't be returning personally but the hotel itself is not a bad shout for a good place to stay in London.

"6 night stay - too cramped - poor value for money"

2
28/08/2015

My wife and I stayed here as part of a 28 day European holiday. This was the most expensive hotel room on the entire trip and was by far the smallest. We are used to staying in 3-4 star rooms but this fell far short of our usual standard of accommodation. We queried the size of the room with reception and were advised that it is the location we were paying for. I might add at this point that we have stayed in New York twice in the last couple of years in Manhattan hotels that were slightly less expensive yet larger, more modern and much better appointed. The location of this hotel is quite good but we realise now that we could have based ourselves anywhere in London and utilised public transport to get around, it is very effective. This room had many faults such as no soap holder in the shower, the toilet roll holder was on backwards and the lifts are very small and difficult to operate. There was also no fridge in the room, although reception did offer ice on request. The room was tiny!! It was impossible for 2 people to walk around the bed at one time. On the up side, the continental breakfast was quite good and had a reasonable range on offer. Regretfully I have to say that this was overall, a very disappointing stay.