Indigo London Kensington Earls Court

"Staff were attentive, breakfast good, room nice and clean. Even accepting room sizes in London are generally ‘cosy’ we booked a room advertising a large double bed. It wasn’t, it was standard size. It was also very very firm, to the point where neither of us slept very well and I came away with a bad back. We did try and change rooms on arrival but only one was available in the basement which smelt a bit musty. If the beds can we changed it would be a 4/5 review."

"We were really excited to stay at this hotel as we had planned to turn the trip into a mini break while visiting the city to see a show (myself, my husband and my daughter). We intended to make the most of it, enjoy a relaxed stay, have breakfast in bed, and make it something special for our family; it did not pan out that way. Unfortunately, the experience was deeply disappointing and concerning from a safety perspective. After checking in and receiving our key card, no directions were given as to where our room was located. We were only advised once we specifically asked, and even then the guidance was vague. On entering the room, it initially looked very nice, but this quickly changed when we heard what sounded like a tap running. To our horror, water was actively dripping down into an electric plug socket near our autistic daughter’s bed. We’re unsure whether this was from a shower or pipe above, but it was clearly unsafe. There were multiple maintenance and safety issues: • Water leaking into electrics near a child’s bed • A loose USB port near the dressing table • Bathroom sound volume knob not working • Shower tray not fit for purpose, with water leaking out • Toiletries positioned dangerously low on tiled walls, making it easy to bang your head • Shower rack not fitted straight • Midges/flies in both the bathroom and bedroom • Bathroom door lock not working The room was also extremely noisy throughout the night due to loud water pipes and fans, resulting in very poor sleep. We called staff immediately about the leak from the room and were told someone would come “right away.” After 15 minutes with no one arriving, we had to leave for dinner and be in time for the show later before restaurants got too busy. When we returned later, after dinner, we were told the room had been looked at and there was “nothing they could do.” We asked to change rooms (we had been in the room just over an hour by this point), but were refused. This was not due to availability, as lower-grade room types were still available. To avoid any damage done on our part and, more importantly, to protect our daughter, we asked staff to move her bed further away from the electrics toward our bed. Shockingly, the bed was moved closer to the electrics — and by morning, even more water was pouring down in that area. We ended up moving the bed ourselves when we returned from the show, and I had to sleep next to my daughter to ensure her safety. The room should have been put out of order. As an IHG employee and rewards member who paid full price for this stay, I am extremely disappointed. Any room with water leaking into electrics would normally be removed from sale immediately. Nothing was offered by way of resolution or goodwill, and there appeared to be no genuine concern for guest safety. To add to this, when checking out we were not even asked how our stay had been, despite the seriousness of the issues raised the night before; IHG have been contacted. We have photos and videos and would be happy to share them, showing water pouring down the wall and into the room with the General Manager. We will not be staying here again."

"Nice room, staff and hotel. However, the bathroom had a drain smell. Also please end the practice of putting old/soiled cushions and throws on clean bedding! We always remove them when we get ion the room, however housekeeping always put them back! Stop it!!"