Mornington Hotel London Kensington BW Premier Collection

"Do not trust the staff at this hotel. The day I checked out, I left my luggage with the hotel in their luggage storage for two hours, and when I came back, I found that my brand new running shoes had been stolen from my closed backpack. I waited around for over an hour while the manager checked the lock on the door (he said it seems that the lock doesn't work 100% of the time, and so anyone could have entered the room), checked security footage (he said that, unfortunately, the camera misses the angle of the entrance to the room), and that they couldn't check the rest of the staff's bags until the end of the day (I had to catch a train before dinner). He gave me his business card and promised me a full refund for my stay. As I was leaving, I asked for a refund receipt, when suddenly, he called me to the luggage storage room (his office). When I walked in, there was a pile of brand-new shoes scattered around him. He said they found them at the top of his closet. I was so shocked, I took my shoes and left. Upon returning home, I waited for the refund to go through... Expedia said that the manager never put the refund through. When I tried to contact him using the business card he gave me, the emails didn't send, and the phone number was unregistered. When I called the hotel multiple times, the manager was never available to talk to me about the situation... Instead, I spoke to a receptionist named Amir. He was incredibly rude and kept saying that "it doesn't make sense that we would owe you any money if you found your shoes." When I asked if they weren't going to take responsibility for the situation, he kept saying the same thing. Hugo, if you are reading this, you should know that this situation was completely unacceptable, and you and your staff should take responsibility and follow through with your promise of a refund. One of your staff members (or yourself). are going through paying guests' CLOSED PERSONAL items, and STEALING from them. No guest should have to worry about that when leaving their luggage in luggage storage at the hotel that they are paying hundreds of dollars/pounds for. It's completely unacceptable. This whole situation was shocking, and so is the terrible hospitality your staff and you have shown."

"I’m extremely disappointed with Best Western’s handling of a clear reservation error. After modifying my travel plans, the system created a second booking instead of updating the original. Change from 10/19-10/22 to 10/20-10/22. This resulted in two parallel reservations—something staff should have caught immediately. Now, Best Western claims a refund for one room is “not possible.” If a global brand cannot resolve an $800 mistake, what does that say about its priorities? If money is this tight, what else is being cut? • Are buffet food safety standards compromised? • Are linens left unchanged to save laundry costs? • Are dishes merely wiped instead of properly washed? I’ve requested escalation to the highest level and will continue posting on every platform until this is resolved. A major corporation should value integrity over squeezing customers. Best Western, do better."

"I really enjoyed my stay! The room was clean, newly refurbished, and beautifully designed. The staff were incredibly friendly and helpful. The area is perfect - close to the tube, and I felt completely safe as a solo traveler"