Heeton Concept Hotel - Kensington London Reviews

I don't know since when the lift in this hotel has not been working. If you have a big, heavy suitcase, although their staff will help you move your belongings upstairs, it is still not a very good experience overall.

“The spoons were found, but the bitter aftertaste remains.” (This is a Russian saying that perfectly fits this situation: everything seems resolved on the surface, but the unpleasant feeling lingers.) Let me be clear — this review isn’t about the quality of the room or the hotel itself. It’s about the people behind the front desk. Somehow, they managed to charge me twice for one stay. No one likes that, right? Let’s start with the confusion. I originally booked a non-refundable stay, which means you can’t modify it in the app once it’s confirmed. When my plans changed and I only needed to stay one night instead of two, I informed the hotel in advance using the cancellation request form in the app — and left a comment explaining the situation. I’ve attached a screenshot. Was it perfect? No — I agree. But I couldn’t call, and this seemed like the most reasonable option. Later, I received a response: “Cancellation denied.” Which was totally fine — I didn’t want to cancel. I just wanted to make sure the booking remained valid. I had a feeling they might cancel it otherwise. My mistake was assuming someone would read my comment in the cancellation form. Don’t count on it — they don’t read anything. Then came the next step in the script: “We cancelled your booking because you didn’t show up.” But I messaged you through the app. “We didn’t keep the cancellation. We denied it.” But my comment was right there. “We didn’t read it. Didn’t see it.” Long story short: I had to pay again for another night. And now the most ironic part. At check-in, the front desk woman, wearing the most sympathetic face, tells me: “You had booked a standard room, but I upgraded you — it’s a better option for you now.” I’ve attached screenshots of the original room I booked through the app and the one I was actually given. If you can spot 10 differences, do let me know! As for the extra payment — I was willing to take some responsibility for the situation, even if I’m not entirely sure it was all my fault. But to pretend you’re doing me a favor with an “upgrade” and saying it’s to smooth things over? That’s just hypocrisy. A few words about customer support: Trip.com refunded me 30% of the total amount I paid for the three nights. They even called the hotel and tried to mediate. But the hotel hid behind its policies — and in the end, will get paid for three nights instead of two. (And no, I don’t count the night I didn’t stay — my plans simply changed, and I never asked for a refund. I just wanted to keep the booking active.) Conclusions: 1. If you have a non-refundable booking, you can’t modify it in the app. And submitting a change request through the cancellation form is pointless, because no one reads it. 2. This hotel has permanently lost a guest who spends two nights a week in London — because of its hypocrisy. 3. Trip.com support was far more helpful and insightful. I spend about £350 a week on their platform, and they actually made an effort to resolve the issue. Huge thanks to them!

We stayed for two nights and the room was pleasant enough. Especially for the price. That can’t be grumbled at. The location is ideal as it’s right by Earl’s Court tube station so makes getting around easier. There was also lots of shops and food places around which made things so much easier. The staff were also very helpful too.

So convenient and good location! 5mins walking distance to earl’s court underground NICE!

Great location, room was spacious and clean too!

Very small room. Perfect location, near tube station. Clean bathroom.

Although the room was small it was comfortable with good quality linen and towels. Fairly limited TV channels, but tea & coffee facilities. I liked the offer of free drinks if you choose to forgo daily housekeeping. The location is very good....close to the Tube, restaurants, pubs, convenience stores and supermarkets. The only fault I can think of is I would have preferred there to be an in-room safe. I will definitely choose to stay here again.

This hotel is absolutely fantastic! Arrived at 11am, intending to drop luggage off but the lovely receptionist let us check in early. The location is superb, a couple of minutes walk to Earls Court Tube Station, plenty of cafes and restaurants nearby (some you can show your room key and they will give you a discount). I would highly recommend this hotel and will definitely return.

Room is spacious and place is tidy. Just that I could not control the temperature of my room, as there is no remote control.

Staff was very friendly and helpful. Especially the Egyptian gentleman. Location is amazing with the underground station only a stone throw away. That said, cleanliness was quite lacking.

Located in Earl’s court which i love how convenient it is to many places in central london. Just 30mins from heathrow straight with Piccadilly line! The tube station n a bus stop is just 3-4mins walk away up on high street. Thats also where many shops n restaurants, cafes & supermarkets located at! I book this hotel last min so im totally satisfied with the good price. My solo room located on 1st floor, although they hv lift, the room i was assigned still requires extra 10steps of stairs as u see on last pic. But im ok with that. N the room is very tiny but it got everything i need for a three night stay, window, heater, full length mirror, hangers, clothes rack, kettle, tea n coffee, shower gel n shampoo, tv etc. Also one thing i appreciate a lot is how nice the shower is, it has enough water pressure n hot enough for a winter time like this. Its my best time to relax after a long day before bed and keep me warm. Absolutely hv no complaint haha oh n their wifi is stable n staff is friendly for troubleshooting wifi setup :] Oh n make sure u check out the masala shop n asian market close! They offer a wide range of food n drinks choices :]

Location is perfect and staff is friendly. Worth for visit again.

Sure, here’s a draft for your review: “I recently stayed at the Heeton Concept Hotel for nine nights, and unfortunately, my experience was far from satisfactory. Despite booking well in advance, I was given the smallest room in the hotel. I reached out via email and approached the concierge daily, requesting an upgrade to a more comfortable room, but my efforts were ignored. The lack of responsiveness and unwillingness to assist left me no choice but to leave the hotel ahead of my planned departure. I cannot recommend this hotel to anyone looking for a pleasant stay.” Check the attached pictures which shows you how small the room in comparison with the other rooms despite I paid higher rate for it for 9 nights which indicates that staying longer dose not save money but it wasted it with no choice but to leave the place.

Great reception to a hotel located so close to many amenities. A two minute walk from the underground made it highly convenient. Great value all round