Hilton London Kensington Hotel

I was a bit shocked when I realised my bag which I bought in Harrods, and left in the room was missing after room service. I've spoken to reception, but they didn't call me back, as they promised. When checking out, reception lady suggested room service probably assumed it was rubbish, and throw it away, but it was brand new bag with tag, so I've asked how it is possible, especially as even single use cups from breakfast was left after cleaning, but apparently brand new cotton bag from Harrods looked like a rubbish? It was only 5 bag, but for me it's shocking and unacceptable, made me feel really uncomfortable and spoiled all my stay in the hotel.

Our experience at the hotel was far from satisfactory. The initial room presented numerous issues, including a lamp with the wrong plug, a cleaner who mishandled bedding, a chipped bathtub, leaking faucet, malfunctioning toilet, and a broken shower. The room lock was also faulty. Late at night, we sought a room change due to a sewer smell in the bathroom. Although the front desk employee was helpful, subsequent communication with another staff member was frustrating. After moving to a new room, our attempts to contact the front desk were repeatedly blocked, leaving us feeling unsafe in the hotel. During the morning, we were disturbed by persistent knocking from cleaners who ignored our "do not disturb" sign. The persistent knocking lasted for a remarkable 15 minutes. Despite the hotel attributing it to cleaners, the puzzling aspect is why they would continue knocking instead of promptly entering or checking the room after a brief moment. It's concerning that the front desk was unreachable both the night before and during the persistent knocking incident. The lack of accessibility raises questions about the hotel's responsiveness and left us feeling stranded in this situation. The fact that the cleaners were shouting the wrong room number, like 42 instead of 39, adds to the confusion. Given that room numbers are clearly displayed in large font on the doors, it's perplexing why such a basic detail would be overlooked by the cleaners. For female travelers, it might be wise to consider booking another hotel where safety concerns are addressed more effectively. The issues with safety and the hotel's explanations raise significant concerns about the overall security and comfort of the stay.