Dear YMJapan, Thank you for taking the time to share your feedback with us! We’re sorry to hear that your experience at our hotel was not up to your expectations. We apologize for any inconvenience caused by the cleanliness of the room. We will make sure to take your feedback into consideration as we continue to improve our hotel. Our hotel is currently undergoing refurbishment floor by floor. Hopefully the next time you choose to stay with us our hotel will be fully refurbished. We don't provide toothbrushes' in the room but they can be requested at reception. Should any guest have any problems with the room allocated, our reception team is available 24/7 and the team would be more than delighted to look at alternative bedroom options. I am sorry we were not given a chance to rectify these. Thank you once more for your feedback. Kindest Regards, Destiny Maurice
Dear MarcelloClerici, Thank you very much for sharing your thoughts with us. I hope we can welcome you back in the future. Kind regards, The Crowne Plaza Team
Dear Gotton, Thank you for your response and please accept my apologies for responding in English instead of Japanese. I regret you didn't feel able to give us a higher score than 1/5 and I hope you will give us another chance. We do require guests to provide a valid credit card at the time of booking and check these on the day of arrival. If, for any reason, this is not working then we reach out to guests and ask them to provide an alternative method of payment to hold the room. We do this as we know people can be travelling and we don't just want to cancel the bookings outright and leave people stranded. I do regret that this was an inconvenience for you but please rest assured it was done in good faith. I hope we can welcome you back in the near future for a more comfortable experience. Kind regards, Simon Wood Front Office Manager
クラウン プラザ ロンドン ケンジントンのGuest Services / Front Office、Front Of House Managerからの返信
2025年2月5日に返信済み
Dear koumejp, We truly appreciate your kind words! We are sorry for not responding sooner to your valuable feedback. It’s great to hear that you enjoyed your stay with us in 2018. Please be informed that since your stay we have implemented the following to improve our guest experiences: Individually controlled air conditioning in every room for personalized comfort. Complimentary bottled water for Silver, Gold, and Diamond Hilton Honors members upon arrival. Refurbished bathrooms with modern finishes for a refreshed experience. Upgraded Hilton Double beds with premium top mattresses for ultimate comfort. New hypoallergenic grey and black carpet for a fresh and stylish touch. Contemporary workspace with a sleek grey desk and a vibrant chair. Exclusive dining domes in our Secret Garden—perfect for a cozy Dinner Choice Award 2024 Afternoon Tea experience. New UMAMI Pan-Asian cuisine restaurant, bringing bold flavors to your stay. Enhanced breakfast buffet featuring locally sourced ingredients, free-range British eggs, and traditional Cumberland sausages. Hilton Honors Digital Key—access your room straight from your smartphone, skipping reception. A brand-new team dedicated to delivering exceptional service and an elevated guest experience. We hope to welcome you back in the future for another excellent experience and confirm our new hotel is as great as your last stay. Please reach us directly from the Hilton Honors App to enjoy the Best Available Rate and special offer of the moment or simply email us at reservations@hiltondoubletreekensington.com Best regards, Jaslyn Adiwal – Front Office Team
Dear Alex91,
Thank you for your inquiry. Unfortunately, our hotel does not have an Executive Lounge for Diamond members. However, Diamond members do enjoy complimentary breakfast during their stay. We strive to provide excellent service and amenities to ensure a comfortable experience. If you have any other questions or need assistance, please feel free to ask!
