Hotel - Mercure London Kensington
Mercure Hotel Mercure Hotel

Mercure London Kensington

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3.5/5 1,565 reviews
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  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel does not have a parking Parking
  • The hotel does not have a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
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From 84.49 GBP Non member rate
From 80.27 GBP Member's rate Members’ Rate, join while you book
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Check-in from 14h00
Check out up to 11h00

Services in the hotel and nearby

Paying
  • WIFI/Internet Access
    • WIFI at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WIFI in your room
  • Breakfast
  • 100% non-smoking hotel
  • Air Conditioning
  • LONDON HEATHROW
  • Reception open 24 hours a day

Services and practical information

  • WIFI/Internet Access
    • WIFI at the hotel
    • High-speed Internet
    • WIFI in the communal areas
    • WIFI in your room
  • 100% non-smoking hotel
  • Air Conditioning
  • LONDON HEATHROW
  • Reception open 24 hours a day
  • EARLY CHECK IN FROM 10AM
  • Dry cleaning / Ironing
  • Porter
  • Concierge

Catering

  • Breakfast
  • 1 bar(s)
  • Room service
    • Hot meals
    • Cold snacks
    • Opening hours : Week 00:00-23:59
    • Opening hours : Week-end 00:00-23:59

Business services

  • 1 meeting room(s)
  • Copy/print service available
See all services

Our rooms

All rooms have contemporary décor and are fully equipped with modern amenities, including LCD TV, Wi-Fi and a smartphone with free international calls and internet. Privilege rooms offer complimentary soft drinks and a Nespresso coffee machine.

  • 82 rooms
  • 100% non-smoking hotel
  • 2 family rooms
  • Extra bed in room for child
    • 220/240 V AC
    • Air conditioning
    • Data port in room
    • Turn down service
    • Emergency exit map
    • Safe deposit box in room
    • TV with on-screen billing info
    • Telephone
    • Remote control TV
    • WIFI in your room
    • Direct dial telephone
    • Work desk in all rooms
    • Satellite/cable colour TV
    • Manual temperature control
    • Automatic temperature control
    • Pay per view channel(s)
    • High speed transmission line
    • Iron in room
    • RJ 45 outlet
    • Coffee/tea making facilities
    • Shower
    • Bathtub
    • Hair dryer in bathroom
    • Keycard-operated door locks
    • Audible smoke alarms in rooms
    • Deadbolts and/or locks in rooms
    • Security peephole
    • Smoke alarm in room
    • Emergency info in rooms
    • Message alert
    • Operator wake up call
Our rooms fittings

Our restaurants and bars

See all our restaurants and bars

Your meetings and events

3.8/5 AccorHotels Rating Based on 1,674 reviews

Our guest reviews for Mercure London Kensington

100% genuine reviews from our guests

Find out more
3.5/5 TripAdvisor Rating Based on 1,565 reviews
AccorHotels certified review
Annette M. Families - 12/10/2017

We have stayed in this hotel before and found it very convenient, however this stay was marred by a bad experience on checking in. We were a little early and were told quite brusquely to sit to one side for 30 minutes until our room was ready. We have travelled a far bit and in these circumstances have left our luggage and returned a short time later. Also we were not given information about breakfast, so assumed it was not served. Otherwise our experience was good and would use this hotel again if we visit London again.

AccorHotels certified review
Elina Solo - 09/10/2017

I really liked the staff, special reception girls, unfortunately, they all left. I believe the problem is with management. I think it is a very good wake up call to the hotel Manager, but I don't think so he will understand. The Indian guy in the bar is the most unprofessional person I have ever seen in my life. He doesn't know a difference between soda water and sparkling water or the best one chips from crisps.With 20 years of experience of Food and Beverage department - he should know so simple things. I really didn't want to go to the bar because of this person. However, other people in the bar were absolutely amazing, they made my stay amazing and I felt like home. Also, I want to tell Massive Thank you the housekeeping team - my room was always clean and they took care of me so well.

AccorHotels certified review
Richard Business - 07/10/2017
« a pleasant experience which met my needs »

Welcoming check in and decent room made my stay a good one.

AccorHotels certified review
Sylvain Couples - 06/10/2017
« Good hotel. Professional staff. Some weak points »

The upgrading (as Gold member) was very much appreciated. The staff was friendly and professional. Two negative points that are not according to Mercure standards: 1) the noise isolation from the lavoratory and from the corridor is bad. We got awaken by closing doors from other rooms. The doors should be improved. 2) On our last day, we got awaken at 8 o'clock by the cleaning lady who was pounding on the door (not one knock but for quite some time). We had breakfast included and we were to check out on that day. It should not be too difficult to consult the reception to confirm check out, or at least to confirm with the breakfast registry that we were down. That was not acceptable.

AccorHotels certified review
Anonymous Families - 04/10/2017

Excellente.

AccorHotels certified review
Anonymous Couples - 02/10/2017
« Niggles with the room, the bar service and the breakfast took the edge off what would otherwise have been an excellent stay. »

The room was good but the toilet seat wouldn't stand up by itself and the wardrobe door wouldn't slide easily. The staff responded well when we reported the air conditioning wasn't working, but didn't notice that it was switched off. The service in the Brittan bar was erratic, in fact our order was completely forgotten. There was quite a lot of waiting involved with the breakfast buffet as items were used and not replaced. The fried eggs were all cooked hard, which is not my preference.

TripAdvisor review
Business - 30/09/2017
« AVERAGE »

I expected much more from a 4 star hotel, Room was very small, no space really to open my suitcase, the location is noisy, staff though was friendly and that was the only point above average in this hotel I regret I did not stay in IBIS or NOVOTEL..

Our hotel has responded to the review
Our hotel has responded to the review

Thank you for your comments, our 4-star hotel offers an unbeatable combination of contemporary design, comfort and convenience for your stay. The hotel also has very good access to public transport and proximity to top tourist sites and exhibition centres. Your feedback on the room size and convenience is well received, thank you. Kind regards, Victoria Crampton Guest Relations

AccorHotels certified review
Mrs F. Couples - 28/09/2017
« Clean comfortable stay in a good location »

Enjoyable. One night stay. Room was comfortable and clean

AccorHotels certified review
Jon Couples - 27/09/2017
« Very poor customer service »

After booking, we received an email asking questions to improve our stay, what is the purpose of your visit, what is your favourite drink, what is your favourite snack, we thought, great, we're going to get a complimentary treat on arrival. This couldn't be further from the truth! When we arrived, no room had been allocated and we had to stand around for 5 minutes while reception staff argued which room they would put us in. The room was adequate, although I stubbed my toe twice on a screw sticking out of the floor in the bathroom. On our second day upon returning to the room, the door key card wouldn't work on our door. I left my wife in the hallway outside the room whilst I went to reception to find out why. The receptionist was indifferent to my problem and reset the card without so much as a sorry! This happened again the following day and I complained to the staff member and was told that it was because I had stored the card next to my mobile phone, I don't carry a mobile phone on holidays, I informed him, I was then told that it was because I stored the card next to my credit card. My cards are stored in a electromagnetic protective cover and this has never happened to me before, was my response. Another staff member told me that it was probably because no departure date had been entered on my file. We have stayed with Accor on numerous occasions and have never been treated with such contempt. We visit London annually and will never stay at Mecure Kensington again and will advise fellow travellers the same.

AccorHotels certified review
Barbara S. Business - 26/09/2017
« Nice Stay - a few issues »

We stayed in room 208 for one night. Imed and the staff were friendly and helpful. The room was clean and had all the facilities. The bed was comfortable and the bathroom spotless. The lady at the bar also friendly - once we found her! The lobby was intimate with a good atmosphere. As an Accor member I had two drinks tokens for two nice glasses of wine at the bar. Much appreciated. A few minor points however - Checkin took a while as the system was obviously confusing everyone and it took a while to find my reservation. The lift was very slow. I have a bad leg and needed to rely on the lift. No help offered with taking the luggage upstairs which is a first for an Accor hotel! As I was struggling with both my husband's and my luggage help would have been appreciated. The airconditioning was inadequate and the room got rather hot but we coped. On checkout I was worried that my card would be charged twice as a pre-authorisation had been made and I paid for the room on checkout. I did write to Imed and the amount was removed from my statement. Thanks to Imed for sorting this out and staying in touch about this. The hotel is very convenient for access to parts of London and we did have an enjoyable stay. I would stay again and try the breakfast next time. Thank you.

AccorHotels certified review
Prateek Business - 26/09/2017
« Not Good »

Very small room; hardly any space to move.

TripAdvisor review
Couples - 26/09/2017
« Appalling service. Avoid this hotel »

Check in was rude, very slow and they tried to charge us the wrong amount. They then tried to offer us a meal as apology even though we said we were in a hurry to go out because of their delays. Unbelievably poor.

Our hotel has responded to the review
Our hotel has responded to the review

Thank you for sharing your feedback with us. Your comments on the rude, slow check in is very well received. I can assure you we appreciate all feedback in order to constantly improve. We go to extensive lengths to ensure all guests have a positive and memorable experience. We take extra care to ensure every guest is fully mindful of all our room sizes through all our promotional materials, including third party websites. Please note our bedroom pricing structure is set in accordance to the bedroom size and amenities therefore guests are encouraged to spend in correspondence to their expectations of space and needs. We really would welcome the opportunity to regain your confidence in our product. Kind regards, Victoria Crampton Guest Relations

AccorHotels certified review
Karin Solo - 25/09/2017
« Another good stay »

I love staying at this very convenient hotel with a very reasonably size single room

AccorHotels certified review
Steve F. Couples - 25/09/2017
« Check in was shambolic and member of staff on desk was rude and dismissive »

We arrived to check in at 3pm.There was no queue but your check in man was on the phone. We waited till he was free. As he started to check us in the phone rang again, and again and again. Every time he stopped us to answer the phone. When he did finally start to check us in, he said we couldn't use our Accor Club points and had to pay the full price. I showed him my confirmation from Accor showing the points payment but he said it was wrong and 'anyway, they don't use the Accor system nor have access to it at this hotel'. Amazing. Eventually I was able to remove his booking papers from his hand which clearly showed he was wrong and I was right. He then went to find a more helpful member of staff who at least spoke reasonable English. The first gentleman was hard to understand and was very flustered. She then got the manager at my request. He apologised but the check in guy just tutted and looked disinterested. This all took over half an hour. We were in a hurry and had to go out soon. The manager offered us a free drink then a free meal, hardly appropriate as I'd told him we were in a rush. We eventually checked in late. Please Accor, have trained staff on your desks. Also, if they're new or inexperienced, have someone to help them. He was obviously busy with calls, so why couldn't the second member of staff or the manager help on check in? Also give all your hotels access to your system. I find it amazing they don't have this. And if you're going to apologise don't offer people in a hurry a free meal, instead refund their points or their full payment. Basic stuff really. An appalling experience and if all Mercures are this bad, we'll stick to your Ibis and Novotel brands in future.

AccorHotels certified review
Anonymous Families - 25/09/2017
« extremely pleasant stay »

From start to finish excellent. From the professional but friendly manner we were treated as we arrived, to the barman making a special effort to prepare my gin and tonic just how I like it. Rooms were very clean and comfortable and the breakfast was excellent. All of the staff that we met were friendly and helpful. Would highly recommend it to any of our friends and family.

AccorHotels certified review
Anonymous Business - 22/09/2017
« Business a s usual »

Good got the room I wanted and slept well. One class windows should be changed anytime soon, though.

AccorHotels certified review
Anthonie Business - 20/09/2017
« Good accomodation with a possibility of having a workout in a nearby Gym »

A small but clean room and a very good English breakfast. The Hotel is situated near a underground station and therefore easily accessible from an airfield. The availability of access to a nearby Gym (9 pound fee) was much appreciated.

AccorHotels certified review
Matt Couples - 18/09/2017
« Not what it once was. »

It was all pretty disappointing compared to previous visits to the hotel. Feels really tired, dated and just not at the level it was, with fixtures needing replacing and updating, and decor looking and feeling tired. We didn't have a great experience either. Check in process was messy and we were allocated a room that was clearly not what we had booked, no leclub gold member welcome was provided and it was only after protestation that we were found a better room (there appears to be a significant inconsistency between how rooms in the hotel are advertised on different accor websites). We also didn't like that the hotel now appears to be being used for 'day hire' for activities of the 'oldest profession' - while I have no issue with what people do in private, I don't think that it really fits with the brand, as it was clear someone at least working at the hotel was helping such encounters to occur (on a short term room hire basis). Cleaners also started very early most days which disturbed our sleep on a couple of mornings due to the fairly thin walls. The keycards also consistently failed to work after each day out - despite work to ensure we kept the card away from other cards. Overall, this was a really disappointing stay - I wouldn't stay here again. All in all, we were

AccorHotels certified review
Kevin L. Business - 17/09/2017
« Average »

It was OK.

AccorHotels certified review
Parisak Families - 17/09/2017
« Mr. »

Checking-in at 9pm. Still have to wait the room until 10.30pm I think, Ive check-in already late but we still have to wait for the room, this is unacceptable. We were told that we have to wait for a bigger room. But when we were in the room, the room we were check-in was the smallest room in the hotel (funny enough, liar) The room quality is very unacceptable for the price and the rating, small and dirty. The mattress is very bad, it seems to be one you can find very cheap from Argos. When we booked, we used the point 4,000 points as a redeem for the stay, I already told the staff. But still they CHARGED ME IN FULL. He said the system told me to charge in full amount rate. In the morning I asked the second staff, she insisted that we HAVENT CHARGED YET, it just PRE-AUTHORISATION, it will charge only the amount after deduction. However, my credit card statement was SHOWN IN FULL AMOUNT. So that means ALL THE STAFF IN THIS HOTEL JUST A LIAR or they dont know how the system work.

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