Welcome to a fresh review of the newly opened Marriott Kensington! I just wrapped up my stay and it seems no one else has shared their experience yet. This hotel is a lovely find, though not in the same league as the luxurious Chancery Court or County Hall. It’s a recent addition to the Marriott family, renovated and reborn from its previous life as a Swallow hotel. With around 200 rooms and a single suite, it offers a comfortable and modern escape in the heart of Kensington.
Location & Getting Around
The hotel sits on Cromwell Road, a short walk from several tube stations. Earl’s Court is a mere 4-5 minutes away, Gloucester Road is 6-7 minutes, and Kensington High Street is about a 10-minute stroll. We found Gloucester Road to be the most convenient option, less crowded and with direct access to the Circle Line. Plus, it boasts a wider variety of dining choices than Earl’s Court. The surrounding area is mainly residential, so you won’t find any major tourist attractions nearby.
A Platinum Stay with a Few Hiccups
As a Marriott Platinum member, we enjoyed a fantastic rate of L75 for a 5-day stay, including a full breakfast buffet. Unfortunately, the check-in process was the biggest hurdle. Despite booking a “double” bed and explicitly noting our Platinum preference for a king-size bed, along with an early check-in request, both requests were essentially ignored. We arrived at 11:30 am, only to be offered a queen room (not even ready!) initially. After some persistence and a chat with a supervisor, we were finally granted a king bed, but only after a 2-hour wait. The repeated promises of a 40-minute wait were frustrating, and we weren’t the only ones who encountered difficulties with the front desk staff. Another guest had a similar experience with a room booked for three people, with a request for an early check-in at 9 am. They faced delays and a room that was initially too small for their group. Ultimately, they were forced into a higher category room at full price, which was a double disappointment. They didn’t even get into their final room for over six hours after arriving! This lady was understandably upset, but I was able to give her the front desk manager’s name and encourage her to follow up in the morning. I’m hopeful these issues will be resolved as the hotel gains more experience with its staff.
An Unexpected Upgrade with a Twist
Despite the initial check-in challenges, we were pleasantly surprised to find that we’d been upgraded to a junior suite! This spacious room boasted two beds and a fold-out sofa, making it ideal for a family. The new furniture and décor were modern and inviting, and the bathroom featured a separate shower and bathtub. The only minor gripe was the location of the hairdryer (in the closet) with a plug different from those in the bathroom, making it inconvenient to move. The room also included a mini-bar with a small space for personal items. However, while this room would have been a fantastic choice for a family, we discovered a common European practice that caught us off guard: “bedding inflation.” The hotel labeled the beds as “kings” while they were actually queen size. Another guest confirmed similar discrepancies with their room, which was listed as a queen but turned out to be a double bed. This was a new experience for us with Marriott, but the bedding itself was undeniably comfortable. The television offered a good selection of English and foreign language channels, though the communication costs were a bit steep. Internet access was L15 per day and local calls cost L1 per minute. Overall, the upgrade and amenities made for a very nice and comfortable room.
Food & Dining Choices
The hotel’s food was decent, but we didn’t spend a lot of time dining there. They have one restaurant serving Italian cuisine, which doubles as the venue for breakfast. The breakfast buffet included a mix of hot and cold options, with no fixed menu. We were told that omelets and other dishes could be prepared to order. The selection was good, with various hot items alongside pastries, fruits, and cereals. We did try a pizza from room service, which, while innovative, didn’t quite live up to its appearance in terms of taste. However, the Marriott burgers from room service were, as always, excellent! It’s amazing how Marriott consistently delivers such quality burgers around the world.
Beyond the hotel, you’ll find a handful of restaurants within walking distance (mainly Italian). We opted to explore the dining options around the tube stations. Earl’s Court has a good selection of inexpensive restaurants, and we enjoyed a budget-friendly meal at the Earl’s Court Tavern, where we got two meals for L7. Gloucester Road offered a more mid-range experience, with restaurants like Black & Blue, where we savored a two-course meal with a nice bottle of wine for L70. Kensington High Street boasts an even wider range of eateries, from moderate to upscale (read $$$!). I didn’t personally eat there, but Babylon was highly recommended for its L15 three-course lunch. Just across the street from the hotel is a large 24-hour grocery store, which was handy for snacks and beverages.
Staff & The Executive Lounge – The Hotel’s Gems
This hotel has two real standout features: the staff and the Executive Lounge. The staff were fantastic – pleasant, considerate, and helpful throughout our stay. Whoever trained them deserves a big round of applause! The Executive Lounge, located on a lower level off the lobby, is remarkably large for a hotel of this size. It’s open from 6 am to midnight every day, offering a full “Healthy Start” breakfast buffet with two hot items daily. Snacks are available throughout the day, and desserts are served in the evening. There’s also a computer with internet access (you’ll need a prepaid internet access card from the front desk), a printer, a fax machine, a wide selection of newspapers, and a wide-screen television for news. The staff in the lounge were exceptional, even going above and beyond to bring back breakfast items when we arrived late one morning. They also provided paper bags for guests who wanted to grab pastries to go. The only downside is that drinks from the honor bar are a little pricier than the hotel’s regular bar, ranging from L5-7.
Additional Notes
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While I didn’t specifically request the Platinum Gift card, it was conveniently placed under my door overnight along with a welcome letter from the customer service manager.
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Getting a taxi can take a bit longer than usual, with one wait lasting twenty minutes.
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There’s an internet cafe about half a block away on Cromwell Road.
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The hotel has surprisingly narrow hallways.
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I’ve heard that the standard rooms can be quite small.
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The hotel has a fitness center, though it’s oddly located almost at the front door, requiring a walk through the lobby.
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As mentioned before, the junior suites offer a great value for families, especially with free breakfast in the lounge and the convenience of the nearby supermarket.
Final Thoughts
Overall, we had a pleasant stay in a nice property, enjoying a welcome upgrade at an excellent price. While there were some hiccups at check-in, the staff’s friendliness and helpfulness, along with the exceptional Executive Lounge, definitely made this hotel a standout. It’s a solid choice for travelers seeking a comfortable and modern base in Kensington.
