Merit Kensington Hotel

"***Extremely Disappointing Experience – No AC for 5 Days in Summer***\nMy wife and I stayed at this hotel for a week in July 2026, and unfortunately, our experience was far from acceptable. From the moment we checked in, our room's air conditioning was not working. We immediately reported the issue to the front desk, only to be told that there were no other rooms available for us to move to. Instead, they brought a small portable fan that did absolutely nothing to make the room more bearable.\n\nSleeping, getting dressed, and even relaxing in the room was miserable—hot, sticky, and uncomfortable every single day. We followed up with the front desk multiple times and were told that no managers were on duty and that they could only be reached via email. We later found out this wasn’t true, which made us feel deceived.\n\nWe requested a partial refund, as we felt it was entirely unreasonable to pay full price for a room that lacked basic comfort for nearly our entire stay. Since checking out, we’ve contacted the hotel daily by phone and email. We've been ignored, hung up on, and flat-out told we would not be compensated—even though they fully acknowledged the AC issue.\n\nTo make matters worse, we couldn't help but feel that we were treated differently due to being African American. During our stay, we noticed we were the only Black guests at the hotel, and the level of disregard we received stood in stark contrast to how others were treated. This added an especially painful layer to an already frustrating experience.\n\nWe travel often and rarely leave negative reviews, but the lack of accountability, poor customer service, and what felt like discriminatory treatment compelled us to share our experience. We hope others will think twice before booking here."

"Good location. The Earl's Court tube station is within a few minutes walk. This is particularly suitable for people who want to take the underground train directly to Heathrow airport using the Piccadilly line. The Earl's Court station has got lift for people with luggage and for wheel chair users, which is very convenient. The hotel itself has new and very modern internal fittings. Although the size of the room is typically small in this area, it is functionally adequate for all practical purposes. On top of all standard hotel facilities, it has a mini refrigerator, a safe and a lift, which I consider very useful. The only thing that would have served me better would have been the provision of a ramp for easier access to the hotel building. I would recommend this hotel to anyone who has no problems carrying luggage for a few steps of stairs."

"A very very very bad experience!!! Will not repeat it for sure! I’ve complaining for 2 days that the air conditioning is not working properly and the room is SO HOt! The hotel reception told me they’ll bring maintenance team to fix it, after “fixing it”, it still hot but now it’s also SO LOUD! As it is showing clearly in the video that I uploaded. I asked them to change my room , they said ok after they got annoyed of the fact that I keep complaining! But now they’re telling me the room is occupied!!! A horrible beginning to my vacation! Never will put this hotel in mind again will booking for my next vacation"