Citadines South Kensington London

Yingti Wang1/5 · 2026-08

⭐☆☆☆☆ Extremely disappointing experience – confirmed booking downgraded upon arrival I booked a One Bedroom Apartment at Citadines South Kensington London several months in advance for a three-night family stay. Unfortunately, my experience with this hotel was extremely disappointing. When we arrived at around 9 pm for check-in, we were informed by the front desk that the One Bedroom Apartment we had reserved was no longer available and that we would be downgraded to a Studio. The reason given was a “maintenance issue”. This was not a small adjustment. A One Bedroom Apartment and a Studio are completely different room categories, especially for a family travelling with a child. The separate bedroom, extra living space and privacy were exactly why we selected and paid for this room type. What made the situation even more disappointing was that the hotel did not contact us in advance. We only found out about the downgrade after arriving at the hotel in the evening with our luggage, leaving us with no opportunity to make alternative arrangements. The fact that this was a three-night stay made the situation even more inconvenient. If this had been a one-night stay, the impact would have been more limited. However, for a longer stay, we were placed in the difficult position of either accepting a lower room category for the entire stay or having to pack our belongings again and move rooms during our holiday if the correct room type became available. This additional disruption and inconvenience should have been considered by the hotel when handling the situation. The compensation offered for this downgrade was only £25, which was completely disproportionate considering the difference between the room categories, the inconvenience caused, and the fact that we had booked and paid for a One Bedroom Apartment three months in advance. I have travelled extensively and stayed in many hotels around the world, and this is the first time I have experienced a confirmed room reservation being downgraded upon arrival without prior notice. A confirmed reservation should mean that guests can trust the hotel to provide the room category they paid for. If a hotel cannot honour a booking, the guest should be informed before arrival and offered a reasonable solution, rather than being placed in a difficult situation at check-in. I also have serious concerns about the explanation that this was due to a “maintenance issue”. It is difficult to understand how a maintenance issue could affect the availability of the entire room category. I have also noticed another recent one-star review from a guest who experienced a similar downgrade and was given the same explanation. This raises concerns about whether this was actually a maintenance issue or a result of overbooking or poor room inventory management. Regardless of the reason, even if there was a genuine maintenance issue, the hotel should have informed us before our arrival and provided a reasonable solution. Guests should not be put in a difficult situation at check-in due to problems that could have been communicated and managed in advance. I hope Citadines South Kensington reviews its room inventory management and guest communication practices. This experience has seriously affected my confidence in this hotel.

Gulay Evrenos5/5 · 2026-07

A fantastic option for a family of four. The location was superb; it was perfect for exploring on foot and very close to the Underground. The kitchenette in the room was very convenient and a real lifesaver. We would definitely stay here again without hesitation on our next trip.

Avrah Levine4/5 · 2026-06

Spent two weeks here just now. Loved the location, it's only about a 25 min tube ride into town and in a quiet neighborhood, 5 min walk to Gloucester station and close to Waitrose if you need, high street Kensington for nice shopping, whole foods, waterstones. Starbucks right beneath the hotel. I enjoyed the ability to cook my own food when needed, and especially used the freezer for freezing water these couple super hot days! That really saved me. I booked a studio since it was just myself. It was just the right enough space for me, nothing too fancy. Disadvantage that there were no electricity sockets right near the bed, and the light switches were also not near the bed. The bathroom is small but sufficient. I ordered a bunch of Amazon packages to the hotel which was convenient. I also enjoyed the free coffee every morning.

Luis Bacigalupo5/5 · 2026-06

Nos alojamos aqui desde hace años. Ademas es una larga estadia, en un studio deluxe. Nuestra reciente estadia fue perfecta. La habitacion bien equipada, tranquila. Y la que pedimos que fuese la misma del año pasado. La ubicacion es nuestra preferida en Londres y a la que vamos hace mas de 30 años. El staff es impecable .Ethan, Druhnil , Sanjida siempre atentos para solucionar cualquier problema. Nos hacen sentir como en casa y tranquilos frente a cualquier problema. Estan atentos mas alla de lo que se puede esperar como una buena atrencion. Ni mi esposa ni yo cambiamos este hotel por ningun otro en Londres y en ese barrio. Esperamos poder seguir yendo muchos años mas.

Carole Orloff3/5 · 2026-06

Our bathroom lacked anywhere to hang bath towels, except for one tiny hanger right over the toilet paper holder. The room itself had no outlets on one side of the beds and there were no outlets at all in the bathroom. The first morning we were there, we got lattes from the machine in the lobby and the milk had completely gone off. The woman at the desk didn’t seem to care, even though other people were trying to use it when we reported it! My daughter was working out in the gym and the radiator was on full blast. When she went to the front desk, the same woman told her there wasn’t a radiator in the gym. My daughter had to persuade her to come to the gym to show her the radiator.

Rose604/5 · 2026-06

Accueil impeccable avec une mise à disposition de la chambre avant l'heure prévue, un geste particulièrement appréciable. Des boissons chaudes étaient également proposées à l'accueil. L'Appart'City est agréable et bénéficie d'un emplacement géographique idéal. Les pièces du bas ainsi que les toilettes étaient très propres. En revanche, une forte odeur de renfermé se dégageait de la chambre. La moquette, visiblement très encrassée, semblait accumuler poussières et allergènes, ce qui a provoqué des réactions allergiques chez mon fils durant les deux nuits de notre séjour. J'ai également souffert d'irritations oculaires. Enfin, la literie du canapé-lit est à revoir, son confort étant très insuffisant.