Kensington High Street Suites

Terrible experience. Avoid this place.We booked an Executive Suite for a two-night stay starting 9 July, but the photos online do not match reality. On arrival, we were told our room was changed due to the heat. The new room was tiny, smelled terrible, and the cooking facilities were filthy. The mattress and bedding were heavily stained yellow. Shockingly, there was no fire alarm fitted, only an empty base on the ceiling.The entrance is down a dingy alleyway filled with overflowing bins, dumped mattresses, and rubbish. Because it was unsafe and unfit to stay in, we refused the room and requested a refund.The customer service is non-existent. Staff refused to give us the General Manager's name or number, providing only an email that went unanswered. The next day, we found an official number ourselves. When we called, the representative became highly agitated and aggressive, demanding to know how we got the number. Another staff member even inappropriately messaged my daughter's personal phone via WhatsApp to ask the same thing, completely ignoring our complaints.The booking platform refused our refund because we walked out, treating it as a cancellation. This was not a cancellation; it was a refusal to stay in substandard, unhygienic conditions. Do your research before booking here, as many other reviews mention the exact same cleanliness and service issues.