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A Memorable Hotel Experience
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An exceptional stay. Extremely confortable. Staff were first class. Friendly and courteous. Cannot recommend this hotel highly enough.
Dear mgsmkelly1, Thank you very much for choosing the Royal Garden Hotel for your recent stay in Kensington, and for taking the time to share your feedback. We are delighted to hear that you enjoyed your experience with us. It's a pleasure to know that both the hotel and the level of service exceeded your expectations. Your kind comments regarding our staff members are particularly appreciated.memorable. It is always our goal to provide the highest standards of service and attention to detail, and it is extremely rewarding to know that we succeeded during your visit. We very much look forward to welcoming you back to the Royal Garden Hotel, and to ensuring that your next stay is equally enjoyable. With kind regards, Kasia Dzieza Assistant Guest Experience Manager
If you expect to get the room you booked and paid for, be very wary of this hotel! I had booked and prepaid for a three-night stay in a Royal Deluxe Studio, a room with a separate lounge area. However, when I arrived at around 4:00 pm, I was simply given a different and clearly smaller room. What I found particularly troubling was the way this was handled. I was not told that I was being downgraded to a cheaper room, nor was I offered any refund or compensation for the price difference. It was only after I pointed out myself that I had not been given the room I had booked that the receptionist reluctantly admitted that the booked room was not available. I was told it might take “a couple of hours” before it became available. The room I was assigned (room 901) was small and offered poor privacy. As I did not have time to wait for several hours, I decided to solve the problem myself by opting for a more expensive room that was available. In other words, I upgraded — but at my own expense. I was given a small discount, but frankly, it was hardly worth mentioning. Two things about this experience particularly bothered me. First, the hotel initially seemed perfectly prepared to put me in a cheaper room without proactively refunding the difference in price. In my view, that crosses a basic line of fairness. A guest should not have to discover for themselves that they have been downgraded, let alone have to ask for the resulting price difference to be refunded. Second, at a five-star hotel, I would expect the hotel to cover the cost of an upgrade when the room originally booked is unavailable. The guest is not responsible for the hotel's inability to provide the room that was booked and paid for. I raised the matter with the Guest Relations Manager during the following days. She was friendly, apologised and offered to upgrade me to a larger room on a future stay. That may sound like a nice gesture, but I would much rather have had the matter put right then and there. A promise of a future upgrade does little to address the fact that I had to pay for an upgrade because the hotel could not provide the room I had already booked. My conclusion: if you don't particularly care what type of room you end up in, this hotel may well be worth considering. But if you expect to receive the room you specifically selected when making your reservation, and for which you paid, be warned: apparently, that is not a given here.
Dear DutchTraveler020, Thank you for choosing to stay with us at the Royal Garden Hotel and for taking the time to share your detailed feedback. We are sorry to hear that your arrival experience and subsequent stay did not meet your expectations. We fully understand your frustration, particularly as you had specific expectations regarding the room you had reserved. Having carefully reviewed the details of your reservation, we would like to clarify what occurred. Your reservation was for a Royal Deluxe Studio (RDS), and the room initially assigned to you, your original room was indeed within the Royal Deluxe Studio category. Our reception team subsequently identified another Royal Deluxe Studio on the 10th floor and offered this as an alternative. As the available alternative did not meet your preferences, you chose to move to one of our Park Suites, which is a higher room category and offers additional space. As this was an upgrade to a category above the one originally reserved, the applicable upgrade fee was charged, with a small discount applied as a gesture of goodwill. We are, however, genuinely sorry that the way this situation was handled left you feeling that your concerns were not adequately addressed. We understand that, regardless of the room category ultimately provided, the experience at check-in is an important part of a guest's stay, and we regret that there was a misunderstanding regarding the room and the options available to you. We also appreciate your comments regarding the communication surrounding the room allocation. Your feedback has been shared with the relevant team, as clear and proactive communication is particularly important when addressing any situation where a guest feels that their expectations have not been met. Our Guest Relations Manager was pleased to have the opportunity to speak with you during your stay, apologize personally, and offer a future room upgrade as a gesture of goodwill. We are sorry that this did not fully resolve your concerns at the time, and we understand your preference for the matter to have been resolved during your stay. Thank you again for bringing your experience to our attention. We sincerely hope that you will give us another opportunity in the future to provide you with the comfortable and seamless stay that we aim to deliver to all our guests. Kind regards, Kasia Dzieza Assistant Guest Experience Manager
Spent several days at Royal Garden Hotel, excellent location right next to Kensington Gardens and Palace. Easy access to local shops and restaurants, many were in walking distance. We even did the Afternoon Tea here at their Origin Restaurant, which was very good as well. I would highly recommend Royal Garden as a place to stay while in London.
Dear J Y Thank you very much for taking the time to share such wonderful feedback following your stay at the Royal Garden Hotel. We are delighted to hear that you enjoyed our convenient location with Kensington Gardens and Kensington Palace right on our doorstep, as well as the variety of shops and restaurants within easy walking distance. It is particularly lovely to know that you also enjoyed your Afternoon Tea at our Origin Restaurant. We ill be sure to share your kind comments with our team, who will be delighted to hear that their efforts contributed your experience. Thank you again for your generous recommendation. We truly appreciate your support and look forward to welcoming you back to the Royal Garden Hotel on your next visit to London. Kind regards, Kasia Dzieza Assistant Guest Experience Manager
We stayed in RGH July 24 through July 27 2026. It was a very disappointing experience. There was NO HOT WATER all three nights of our stay. They said it was due to some leak that was supposed to de fixed in 5 days. Note that there was no prior notice sent to us about the problem, we learned about it only upon arrival, which is a very predatory practice. They promised a refund of at least half of the amount if we stayed. It was a high season, very difficult and costly to re-book same day and the hotel was formally not refundable. Now in September, the refund has not been received. I contacted the hotel and the reservation agent multiple times, they always say something vague like "we contacted again our supplier". But nothing happens. During our stay, we had a hard time with the staff, I would highlight an interaction with Manish, the night shift manager. Instead of offering us a different room (a paid-for upgrade) that I requested (at least half of the hotel was empty!) he was lecturing us about what we are entitled to as guests, teaching us a lesson. It was just horrible. And they claim to be a 5-star hotel. Between the invigorating cold showers and just awful reception staff, this hotel nearly ruined our entire experience in London. It was a truly third-world country experience in the middle of Center London. I strongly NOT recommend it.
Dear Nick, Thank you for taking the time to share your detailed feedback. We are truly sorry to hear that your experience did not meet the high standards we aim to provide. Please note that your refund was issued on the day of departure to the third-party agency with whom you made your booking. While it was deeply regrettable that we had to suspend our hot water supply, sadly, this was necessary due to health and safety concerns. Of course, I am truly sorry that you had the experience you describe and that we weren't able to do more to avoid disrupting your stay. I am happy to help resolve any particular issues you may have with the refund. Kindly email me directly at [email protected], and I will gladly assist. Kind regards Kieran
Wonderful location, service and accommodation. I was visiting for my son's wedding and the hotel went above my highest expectations. Would highly recommend this hotel.A very pleasant and memorable visit.
Dear Karen, Thank you so much for your wonderful review. It was an absolute pleasure to welcome you, especially on such a special occasion as your son's wedding. We're delighted to hear that you enjoyed our location, service and accommodation, and that our team was able to go above and beyond to make your stay so pleasant and memorable. Thank you for your kind recommendation. We truly appreciate your feedback and hope to have the pleasure of welcoming you back again in the future. Kind regards Kasia Dzieza Assistant Guest Experience Manager
Lovely stay, all the staff very friendly and helpful. We ate in the restaurant and the food was very good. Location perfect for our visit to the Proms at the Royal Albert Hall .
Dear Margaret F, Thank you so much for your lovely review. We're delighted to hear that you enjoyed your stay and found our team friendly and helpful. It's wonderful to know you also enjoyed your meal in the restaurant and found our location perfect for your visit to the Proms at the Royal Albert Hall. We hope to have the pleasure of welcoming you back at the Royal Garden Hotel in the near future! Kind regards Jay Rayapati Front Office Manager
We stayed for one night but the room was perfect. In a good location as your in the corner of Hyde Park but it's easy enough to get to Mayfair and Soho by either train or bus links. The car park is located underneath and is a separate cost. It's a bit pricy however, for the location and quality of the rooms and service you can't really complain. We had great views over looking Hyde park.
Dear NorthStar42911347394, Thank you for taking the time to share such a lovely review following your stay with us. We're delighted to hear that you enjoyed your room, the location, and the beautiful views overlooking Hyde Park. It's great to know that you found it convenient to reach Mayfair and Soho using the excellent transport links nearby. We also appreciate your comments regarding the car park and its additional cost. Your feedback is very valuable to us. It was a pleasure having you stay with us, and we hope to have the opportunity to welcome you back at the Royal Garden Hotel for another enjoyable stay in the future. Kind regards Jay Rayapati Front Office Manager
Great hotel in a perfect location for visiting London. It is two blocks from the Kensington High Street underground. There is a bus stop right in front. It is at the southwest corner of Hyde Park, just south of Kensington Palace. There are plenty of eateries, pubs and accommodations in the immediate area. The staff and concierge are great and very responsive to email and in-person inquiries. We will be staying there again.
Dear Tony Z, Thank you so much for your wonderful review! We're delighted to hear that you enjoyed our convenient location, and that our team and concierge were helpful and responsive throughout your stay. It's lovely to know you found the surrounding area so convenient for exploring London. We truly appreciate your kind words and look forward to welcoming you back at the Royal Garden Hotel on your next visit to London! Kind regards Jay Rayapati Front Office Manager
Warm and friendly, kid friendly. Great location. Best rest we had while traveling. From the moment we arrived till the moment we left everyone was extremely helpful and kind. We will recommend this to others!
Dear FarAway42521032616, Thank you so much for your wonderful review! We're delighted to hear that you and your family had such a comfortable and relaxing stay. It's lovely to know that our team made you feel welcomed and well cared for from arrival to departure. We truly appreciate your recommendation and hope to have the pleasure of welcoming you back at Royal Garden Hotel in the near future! Kind regards Jay Rayapati Front Office Manager
We were on a bit of a time crunch, so popped in here for a quick lunch simply because we were walking past. So pleased we did - beautiful restaurant area and they happily accommodated my toddler which some hotels in the past have been a little funny about. Food and service quick. Service faultless and friendy, food delicious. Hotel itself seemed lovely and the time we are in London we will book a room here I think. The doorman was a credit to the establishment - so friendly and helpful.
Dear Emma, Thank you for completing the feedback in TripAdvisor. We appreciate you taking the time. We are really pleased that you liked Origin Kensington, and I will share the comments with the Team. Looking forward to welcoming you again here at the Royal Garden Hotel. Best Regards Vladimir Susko Rooms Division Manager email:[email protected]
The garden room was beautiful and the AC worked. Great staff and good food overall. I would recommend this hotel. Many thanks to Jay Rayapati for giving us a memorable experience.
Dear Theresa S, Thank you very much for choosing to stay with us during your visit to London. We're delighted to hear that you enjoyed a comfortable night's sleep and found your room to be beautiful. It's also wonderful to know that you enjoyed the service provided by our Front Office Manager Jay. We hope to warmly welcome you back in the future. If I can be of any assistance, in the meantime, please do let me know. Kind regards, Vladimir Susko Rooms Division Manager email:[email protected]
The best hotel we have stayed in London in a long time! From the minute we walked through the door to the minute we left. The staff are first class, the room was high quality and immaculate. We enjoyed the turn down service even on a one night stay. The location of the hotel is just perfect, right next door to Kensington Palace gardens, where we enjoyed lunch in The Orangery.
Dear bevdV9137OR, Thank you for taking the time to share such wonderful feedback. It will be a pleasure to pass on your kind words to the team. We are dedicated to providing the highest level of personalised service to every guest, and I'm thrilled to hear that we succeeded during your stay. Also, I am glad to hear that you found the location perfect, as you mentioned the Kensington Palace is right next door and the beautiful Kensington Gardens and Hyde Park are waiting to be explored! Thank you once again for sharing your experience. We very much look forward to warmly welcoming you back on your next visit to London. Kind regards, Vladimir Susko Rooms Division Manager
Our annual sales conference was held at the Royal Garden Hotel and as we pulled into the driveway we knew it was going to be special by the vehicles parked in the valet. My room on the 8th floor had a wonderful view of Kensington Palace and gardens. The bed was super comfortable and the room well equipped. The breakfast has a great selection and very professional but friendly staff. The location of the hotel is right in the heart of shopping on High Street with plenty of variety for eating and drinking with the number of pubs and restaurants in the surrounding area. Expensive, but the wonderful experience will keep people coming back time and time again.
Dear 960jamiec, Thank you for taking the time to share such wonderful feedback. I was excited to read about your experience and it will be a pleasure to pass on your kind words to the team. Our team is dedicated to providing the highest level of personalised service to every guest, and I'm thrilled to hear that we succeeded during your stay. Thank you once again for sharing your experience. We very much look forward to warmly welcoming you back on your next visit to London. Kind regards, Vladimir Susko Rooms Division Manager
The hotel is well located for everything - food, the tube, taxis, the bus and shopping. There was consistently an excellent breakfast and the service was great.
Dear 543idaj, Thank you for taking the time to share such wonderful feedback. It will be a pleasure to pass on your kind words to the breakfast team. I'm thrilled to hear that you have enjoyed your experience and found the area to your satisfaction! Thank you once again for sharing your experience. We very much look forward to warmly welcoming you back on your next visit to London. Kind regards, Vladimir Susko Rooms Division Manager
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