Ember Locke Kensington

Edit: We were told we’d receive a refund for the night we left over 2 weeks ago and have not received one. They have also not replied to our emails. This is genuinely the worst hotel I have ever stayed at. I am baffled there aren’t more bad reviews. Upon arrival, we paid for early check in, which we were told they “didn’t see” on our reservation, leaving us to wait an additional 2 hours in the lobby. There were dozens of people also waiting on delayed rooms. Our room was finally ready, when we hear an employee say “someone is stuck in the elevator again.” We had to retrieve our bags ourselves out of the back room, and we were brought through the back to an “employee elevator” to our room. Once entering our suite, the room absolutely reaked of garbage. One person in our group gagged at the smell. There was trash left in the room, the bathrooms are outdated and disgusting, our air conditioner is broken during a heatwave, and they told us they have no fans. We we’re taking cold showers to cool down and discovered the shower doesn’t drain. All we were offered was free breakfast and a 20% discount on our room, which was over £750 for 2 nights. I can not explain how awful this place has been. We wanted to leave before even staying a night, but everything in the area was booked. We decided to just leave after one night, and stopped for a quick breakfast in the lobby. The carpets in the restaurant are disgusting and stained. The stairs we had to take due to the broken elevator were also disgusting.