Review of London Marriott Hotel Kensington 4*

Do not stay at this hotel if using points and have elite status. I walked up to the front counter and was greeted by a very friendly front desk attendant named Ted. He was smiling, friendly, and kind. Asked if it was our first time in London and asked what we planned on doing and seeing during our stay, being a business owner myself I know he’s the kind of employee you want representing your hotel and your brand. I then asked about my access to the free continental breakfast and executive lounge to which he went back in the office and had asked Luisa. I was then completely and utterly demeaned and humiliated by the manager on duty Luisa who was completely unprofessional in the way she spoke to me. Especially after seeing it was points redemption stay and explaining to her that my partner had called and confirmed everything the week before, and when making the reservation, she insisted that I called the Marriott number and handed the phone over the MIDDLE OF THE FRONT DESK. I sat on hold for 20 minutes and then finally got an operator. After giving him my name (not my partner’s) And our member ID he said yes I qualified to get the free breakfast and access to the executive lounge. Then Luisa insisted on talking to him and she basically told him no I don’t qualify since it is not in my name and it was a points redemption. So why did she have me call him if she had already made her mind up that she wasn’t going to budge? I even explained that he is my life partner, she said that didn’t matter. The whole time this is going (30 minutes now) my elderly 80 year old mother (on her birthday) is standing listening to all this in addition to EVERYONE that was coming in and out of the front door and approaching the front desk. Then at the end Luisa said “tell you what I’m going to write your name down so you can get the free breakfast”. I politely declined.