Review of Copthorne Tara Hotel London Kensington 4*

We arrived after paying for the Executive Suite to be told by reception that the previous people staying in the room had decided to extend the stay so our room was no longer available! When I questioned this I was told by the Manager who was extremely unhelpful that they had not told reception and had gone out for the day. Laughable if I wasn’t so mad! What if all guests just did this?! We were also expecting access to the club lounge as advertised on the website, this is also not open! We were offered some money back and a club room, basically a double, nothing like what we had booked or expected. In the room we were offered, the toilet only flushed when it felt like, the TV remote did not work so all in all it was very disappointing. The money we were given did not come close to the cost of the room we were given and we not offered any compensation for the shambles we experienced. On chatting to 2 other guests whist there, they also advised that the same had happened to them and they were not given the rooms that had been booked and paid for. Either there is massive problem with the booking service or the hotel is offering rooms on the website when they are not actually available Over the 4 days of our stay our rooms were not refreshed with the advertised tea or coffee, we had a towel between the 2 of us, the beds were left unmade, we did not see any sign of housekeeping in any part of the hotel throughout the 4 days we were there! we were even advised on the board in reception that due to volumes at the hotel to avoid breakfast that we had paid for, for the 2 & 1/2 hours out of the 3 hours the restaurant was open! There is only one bar open at the hotel which is so understaffed and absolute chaos. The bar staff were rude running around not really knowing who to serve first, there was no one to clear the tables as guests were leaving! It also closes at 9:30pm and paying residents were refused drinks after this time! It is advertised in the room on the TV bar open until 1am If you are visiting this hotel in the near future then I wouldn’t expect what you have been sold. Good luck whilst using the lift they were out of order more than they were working, when we asked if there were any stairs we could use we were advised that we needed to wait in a crowd of about 15 families that had just checked in all waiting for the 2 lifts out of 5 that were working! We were even directed to the service lift at one point as the 2 out of the 5 working customer lifts could not cope with the amount of people requiring them This was our first visit and will most definitely be our last, I would definitely not recommend.