Reviews of K West Hotel & Spa. (Hotel) in London (London).
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Information of K West Hotel & Spa, Hotel in London (London)
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Reviews of K West Hotel & Spa
S.I had lunch in K West Hotel’s Studio Kitchen. The decor & atmosphere were perfect, especially for Valentines Day. I went straight in for a mains, no starter or sides, with a nice glass of wine. The Prawn Tagliatelle was delicious and the staff were lovely. It was definitely a great choice for a catch up with a friend. For couples looking for a more romantic ambience I wouldn’t say the Studio Kitchen, lunchtime wouldn’t be the best fit as it’s a well lit room.
P. D.All the staff were so lovely and helpful. Lovely receptionist girl and happy friendly breakfast servers. Room spotless. A short walk to the shopping centre and to where our concert was. Would definitely recommend this hotel. Will look forward to staying again.
B. S.Simply the best spa I have been to! I took some family for my daughter's birthday and it was just divine. The food was really good too and all the staff were so wonderful! Our Massages were there best.. we were all so relaxed for days! Definitely going again.
F. V. F.This is a hard review for me because the staff was kind and helpful. I believe the quality of up keep has slipped a little. The shower glass leaked all over the floor. Just little things about the room were off. The 2nd night I had loud music on both sides of me and I had an early international flight, again not completely the hotels fault but after 11 pm one would hope they could monitor the halls for overly loud music or maybe poll the guess on arrival as to their disposition about their stay.
The front staff moved me to a upgraded room that was quite. If I was in that room from the start I might not be writing this review with any negative comments. Even though I was in the upgraded room for a few hours while I slept, the shower was good the espresso unit was working and no stains or locations in need of repair.
The breakfast staff were wonderful and attentive. My pancakes and eggs were at my table within a proper time and cooked perfectly.
The front staff were also attentive and offerd help on more then one occasion.
All in I think my expectations are that with a little work on the standard room you could right the ship but a patch job will not do.
J. O.Only had the spa experience but I must say it was absolutely exceptional. Keep in mind I am young (18) and very rarely write reviews but I literally had to. Had an hour of wet spa access and a hot Mediterranean candle massage, honestly the relaxation I’m feeling even hours later is amazing. Special mention to my masseuse Veronika - this woman has THE MIDAS TOUCH. Had me fall asleep half way in because I was that relaxed, as well as Drazena who was so accommodating and had great customer service, 110% coming back.
T.Great location, great staff. The spa area is small but you are booked in hour slots so can have it for up to 10-12 people so not overly crowded. The jacuzzi is small but cute
J. A.Overall it’s a good experience staying in. Special thanks to Angus, who’s been assisting us all the way. Very close to Westfield Shopping Centre which was convenient during our stay. Overall we had an amazing stay here great value for the price. This hotel has a spa! My back massage it was retrieving and definitely would recommend you to visit.
D. G.Entrance to the hotel was a bit off putting, however on entry to the spa it was wonderful. Friendly staff and fabulous facilities. I didn't want to leave. The snow room and pool were fabulous and invigorating. My back massage was so relaxing. I will absolutely definitely be back asap.
L. S.The rooms are great and very spacious. Excellent service by the staff. Great vibe. Great location and amenities. The whole experience was worth every penny. Highly recommended.
V. H. G.Location is good for central london and train links and also for the Olympia. Style of the hotel is good but we were allocated the most tired rooms, having stayed here a few times previously.
d. m.Everything was average here, for the price you pay I don’t think it’s worth it at all. Location is a bit weird, everything around it looks a bit council estate and the parking there is terrible. The best part was the spa area I would definitely visit that again credits to the spa staff as they were amazing + the massage was the best part the staff in general were good but for the price you pay it’s not worth it for what you get. The room was dusty and lights flickering. No drinks apart from water were in the room which I think is very bad, there should at least be a couple of fizzy drinks stocked in the fridge but it was completely empty. Check in is very late at 3pm should be 12 not late afternoon. Wouldn’t come back at all unless it was for a massage but I personally would avoid staying in the rooms for a night.
J. C.booked it via secret escapes fully expecting a spa hotel experience as I’ve had before but nope when you get there they inform you none of the spa is included in the price you paid. and you have to pay £50 per person per spa use which is like only 60 minutes. To me that’s outrageous, but the staff is so rude about the whole thing you end up feeling like you’re in the wrong for complaining. a staff member literally said to me ‘if you can’t afford a hotel and spa experience don’t book one’ which is a despicable thing to say. i thought the room, although big, was average , the bedding smelled off. I moved my car somewhere else after arriving when i was informed of the parking charges. a day latter someone pushed an envelope under our door with a rude letter warning me if i didn’t pay for parking immediately i wouldn’t be allowed to use any facilities. i went to the reception immediately with it and they admitted it was a mistake but didn’t bother apologising. at that point i felt like what i thought would be a relaxing spa break was feeling more like a nightmare. the breakfast (which was included) was by far the worse continental breakfast experience i’ve ever had. the food they offer is so underwhelming, tiny pastries, juice and if you really ask for maybe cereal. if you want any of the normal stuff you’d get in a continental breakfast like eggs, sausages, baked beans etc, guess what… you have to pay. and the staff act like this is all normal. we also had dinner included. the dinner menu was tiny, like 3 options. and i’m vegetarian, so only one option for me. after eating it 2 times we didn’t feel like having it again. the spa facilities are really good but still all the rest is so ridiculously bad, it’s not worth it at all
S. S.The interior of the hotel is very nice with their rooms adequate for a cheaper stay over in London.
The breakfast however has slipped in both service and quality since I last visited. It took a while for anyone to come and ask what we wanted and the food didn’t fit the surroundings.
H. H.Had to wait for room after checkin time but we got complimentary drinks to compensate. Nice room- and bathroom. Can't believe residents still have to pay to use spa.
P. B.The hotel stay was fine.
The spa treatments however, were fab! I opted for a de-stress deep tissue massage and got Kristina who is incredible!!! She is strong and will use excellent pressure to really get deep into muscles if you allow her. Wouldn’t go back to anyone else! Ask for Kristina.
B. H.The hotel was lovely, very clean and the room was really nice and spacious with a huge and comfy bed! It is located in a great location, nice area with a shopping center only 5 mins walk away and only takes 20 mins on the tube to get into Central London. Would definitely stay here again!
C. S.Very poor, to attend the pool access is £25pp, two single beds pushed together causing a very uncomfortable bump in the bed. All food and drink shuts off after 11pm so we have to order outside hotel and when food arrives the courier is not allowed to deliver food to the door. Biana, the night staff was very patronising when i informed her of my issues. The hotel is very budget and I would most definitely not say is ‘4star’ on appearance and service.
H. B.Great hotel. Very clean and the staff was excellent. Maria made our stay even more enjoyable by upgrading our room. Beds are super comfy and the addition of the bath robes and slippers were a superb extra. I would definitely stay here again.
B. B.Really disappointing customer experience. Me and my colleague stayed here for a business trip, poor communication from check in. The first night was suffice. However, during the second night me and my colleague encountered the worst nights sleep ever! We were 10 minutes late leaving the room due to being absolutely exhausted by the loud, ongoing noises we could hear from the very early hours of the morning. As soon as the clock hit 10 minutes past the check out time our door was getting knocked on, reception was calling the room. I spoke to the duty manager about the terrible nights sleep we had encountered, however his response was "what do you want me to do about it" the complaint resulted in absolutely no resolution, not even an apology.
This is a 3 star hotel with lower customer care standards than a fast food restaurant.
Location is handy for Westfield shopping centre, however in a bit of a dicey area.
I would absolutely not stay at this hotel again, nor recommend it. I would give 0 stars if it was an option.
F. W.I booked a package for the summer bank holiday weekend 2021 and was super impressed with the facilities; but more so the service from the staff at the reception, bar, restaurant and spa. The spa was exceptional as well as the treatments I booked, I even extended my stay. Every member of staff was polite and extremely pleasant. I would definitely recommend this hotel and visit it again.
B. P.The stay so far has been okay. It's branded as a spa hotel - but you do have to pay a surplus to use the spa and it's charged on an hourly basis. It's not the largest spa ... so I understand why this system is in place - but given it gets booked up very quickly, it would have been great to have had a heads up. Spa staff are lovely!
As for the hotel, there is no soundproofing and there is a lot of external noise, which disturbed our sleep. Breakfast was HORRENDOUS and what actually prompted me to review mid-stay. We received our breakast only after complaining that multiple people who arrived after us had been served. After 30 minutes it arrived. Ordered coffee and was given HOT MILK .... you would think they would go out of their way to offer something as goodwill after all these mishaps at breakfast - they did not.
G. T.I visited K West during a work trip and stayed for two nights. As someone who is not local to the area, convenience and ease of access matters. The hotel is within a walking distance to a tube station and Westfield shopping centre. The hotel is quite spacious, comfortable and also has a lovely bar. The staff were friendly, helpful and I wouldn't hesitate visiting again.
M. A.For the money that is charged for the services, compared to other top class hotels such as Ritz Carlton , that I have stayed at, the customer services I received was very poor, hence I would not recommend for anyone, and I would not come back again. I was calling the reception for toothpaste and brush throughout the night till morning but only got an answer in the morning, hence , I couldn’t even brush my teeth that night. Having spent almost £500 for the night, I was told to pay £10 before I could have a tooth brush to brush my teeth- ridiculous! Most 5 star hotels I have been to will give tooth brush for free. For me it’s not about the money, it’s the service that really felt short. When I complained to the manager in the morning, she was very unprofessional. First, she attempted to defend the poor service by citing COVID as an excuse , then she declined to give me her name (very unprofessional), then she called me a blackmailer- that I was seeking for compensation- not true. Since no apology was initially rendered for the poor service, I hanged the phone up in anger. When manager realised I was angry, she called my room back to apologise and offer 20% discount, but I was not interested since the damage was done already. I would never recommend such a hotel which has failed to render basic customer services but are charging very high prices. I hope this feedback will change the way things are managed in this hotel, change the management for an efficient one, and provide just basic customer services for the money they are charging. Not good value for money at all!
D. M.The spa is beautiful really clean and has alot of rooms. However the food menu is a little bland for a vegetarian. The menu needs a more diverse platter
N. N. T.My first time at K West SPA today, had a pedicure done ☺️ The place is amazing and the staff is so friendly! Excellent service, Lauren, my therapist, was very nice, she made me feel so relaxed and made my nails look awesome. Will be coming again and again! Thans to Lauren and the lovely ladies at the reception 🤗
T. W.The spa was absolutely amazing! I am in love with dry floatation! The massage was really great! The room was lovely we had a big TV and lots of space! Unfortunately our plug in the bathroom was blocked so we had to move rooms which made me very late for my birthday dinner! I will be complaining about that!
Other than that I will definitely be staying again!
A. S.Excellent hotel. Very friendly staff. Good food. Very nice clean comfortable rooms
D. H. -. H. A. L. &. P.The photographs on the website are extremely misleading. Elements of the hotel are tired, the suites don't have baths, and the customer service was pretty poor across the board. The WiFi is weak, our air conditioning faulty, and the door and light switch were broken. The restaurant was a particular area of concern, with a minimal continental breakfast with partial table service and partial buffet: for some reason, cereal and fruit are accessed via table service but the (store-bought) pastries and coffee/hot water urns on the buffet. The spa is extremely limited (12-person limit to serve a hotel with hundreds of rooms plus external customers) and only available via prior booking and payment and in 1-hour slots.
TL;DR? Don't bother staying here.
K. L.K west was a lovely experience. The staff are very polite.
My only issue was that I gave the stuff instructions to set up the room for 1pm as a surprise for my partner to return to. We arrived back at the hotel for 1:30pm. As we walked passed reception, I noticed they had my decorations in their hand there and then. So I had to deter my partner elsewhere around the hotel before we went back to the room which was annoying.
The service is great. The spa is amazing. Especially the ice room. The jacuzzi. Beds are very large. We had a wonderful stay. I would recommend here.
S. I.Stay at the K West a few years ago for my birthday and the spa was refreshing. The bed is super comfortable, light breakfast was good and the staff are welcoming.
C. p.Everything is clear and staffs are very kind.
R. W.Wifi signal in room is too weak. In other space, wifi signal is good.
S. H.Good value for money this hotel. 5 min walk from shepherd bush station.. modern rooms clean and tidy. Staff were all friendly
M. P.Aurora on reception was amazing. She made our valentines stay very special! Thankyouuuu x
S. M.Was excellent first Spa I had been in months and had everything you need. Had a amazing snow room actually snow was excellent facilities clean also. Steam room and sauna was awesome and the pool was bit to much chlorine but enough for what you need in the hour.
S. C.Clean , good massage , only downside the room was too small for 2 people
J. H.Lovely staff members. Especially the lady who works in the spa, she was so accommodating and respectful.
Highly recommend*
M. H.Great time had, staff are very attentive and hotel rooms very comfortable......would recommend overnight stay, and can't wait to go back again, can't fault it, hotel, spa, treatment, food and drinks all first class
S. A.More style over substance, nice in pictures, reality was room was too hot, Aircon not working, so window open and had to listen to London all night....staff were friendly
K. D. V.Perfect location for exploring London. The hotel was good and clean. Overall good experience
A. N.Julia was amazing, she made me feel comfortable the whole time. Such a lovely person
A. B.Went here for a couples message and spa. The message was outstanding.
The customer service was great, the spa and changing rooms where clean and my therapist was amazing. It’s a shame I forgot her name.
Would highly recommend for a relaxing day!
R. J.Place was disgusting, small and filthy. Nasty rooms with stains all on the floor and couch. Found spider on new towels in bathroom. Dust everywhere. Definitely not worth the money or the hype.
A. A.I am a beautician and for once I wanted to be a client. The spa’s receptionist is really friendly and make you feel very comfortable and welcome. I had my hot stone massage with Branca and it was heaven, amazing. So relaxing. I really recommend the place! Thanks you guys for give me one of my best day off ever.
R. G. (.Spa and bar is awesome. Staff are great and bartender is really friendly and engaging.
Defo recommend.
L. V. P.Overall the room and stay was nice BUT the hotel charges you extra on loads of silly stuff like checking in online and choosing your rooms is an extra 6 pounds, to have an hour of the spa is 15 pound per person, and a crazy amount for a massage even though it is a 4 star spa hotel. They only mention a free continental breakfast online but that is cold food and to upgrade to hot food you had to pay extra cash. I liked the hotel and the whole vibe and spa was nice and all but sometimes it felt like the hotel was scamming for money
V. H. G.Good standard of room. And Good Size! Me and my Boyfriend booked the Executive Suite! Plenty of Space for the two of us! Only thing I would say, is difficulty with connecting and using the free wifi service. Staff members are very friendly. Did offer us the wifi password to use a different wifi service. Spa was amazing, also super friendly and efficient staff members. The only other thing I would mention is the location of the plug sockets within the room. Not on both sides of the bed. Considering it'd a double bed only access to plug socket on one side. The lifts are also super annoying, and only ever saw one working. Didn't see the second lift work once throughout my stay!
J. C.Disgusting and ruined my honeymoon. The staff are a bunch of stealers! My real gold bangles were stolen from here. I left them in my bag and checked before I left the hotel and when I came back my bangle was gone. I reported this to the reception straight away and they were rude and unhelpful. I wish I looked at the previous reviews before staying at this hotel as there’s many reviews left about their goods being stolen. The bangles were a Wedding gift to my from my dad and can never be replaced. Do not stay here if you want to keep your possessions safe.
E. F.I stayed in this hotel for a break am a 47 year old woman and me and my partner were targeted by a group of woman who obviously were on a stag night . My partner ended up leaving hes breakfast this was reported to management at the time who seemed to listen but then never even had decency to come back to let us know outcome.
M. B.Honestly one of the worst hotels I’ve stayed in. Had to change rooms because of how nasty the bathroom was. The second room we got to had hairs in the bed, dead flies on the curtain and cobwebs behind the mirror. When we complained, the manager on duty that day, shouted at us like we were school children as we were allegedly aggressive. I do not not recommend this hotel at all. The Tik Tok’s and other social promotion of this hotel are a facade!
N. D.amazing. my husband and I received the best massage and the foid was so good
S. C.Ok hotel. Spa and massage were good. Hotel seems to cut corners in weird ways, advertises White Company toiletries but just 2 tiny bottles and juice at breakfast tasted watered down. Shower not good. Overall OK, but expected better.
A. A.Actually top place to stay stayed there with my bestie Daniela very comfortable place and lots of places nearby for food shopping etc
P. K.Great facility's good staff and spacious rooms would recommend the spa
M. L.We had a lovely stay, the suite was beautiful and we would definitely be coming back to stay in the near future.
K. K.Bed was uncomfortable felt like we were laying on cardboard.
Lamp didnt work.
Bed side tables were dusty.
No water provided and mini bar empty.
No slippers provided.
We requested cutlery but was told there was no room service available so we had to eat with our hands.
I added a guest and ordered 2 breakfasts but was told I had one guest and 1 breakfast when I arrived.
I'll be back after covid and hopefully the standards would have improved
R. W.I used this hotel many times when visiting the west side of london but each time I do the standard slips a bit, the room was spotless and the bed very comfortable but no toiletries in bathroom and a broken kettle . Everyone had to use NHS covid checking system but after no one cares if you wore a mask or not .
The bar was once again quite so I was surprised to be served a warm bottle of Peroni with a glass of ice
T. P.Visited the hotel on multiple occasions while traveling for work. Probably would not be my choice for a private trip (prefer smaller b&b’s/ boutique style hotels) but for business travels when convenience matters the most it is perfect! The rooms are spacious and functional. Tried a couple of different room types and they were all very decent. The beds are very comfy and the rooms well isolated. The staff is always helpful and friendly. And most important to me personally - the 24/7 gym is really good for a hotel gym! Really spacious and well equipped. Fully recommended!
A.Lovely hotel, with lovely staff. Nice spacious, clean rooms. Would definitely recommend, and visit again! There are 2 tube stations in walking distance.
B. R.I may begin saying very bad and disappointed my Sunday program in K west Hotel & Spa.
I booked, booking.com online by selecting the room and the bed size.
I arrived on time for check in, the receptionist good wellcome, she extended the conversation and by offering different room and asking me £30.00 to pay I say and asking her just give me the one I booked, in the meantime unprofessional manager approach by braking the government COVID 19 distancing 2 metres rules, I try to back my self but I couldn't.
I asked him again just to check in me the room I booked, he talk to the receptionist his languages not in English which was very bad because I don't understand what was he asked her, he return to me and strat accursed me by saying again and again layer I was shocked what was I laying for that day was my 3rd time used the K west hotel I tried to calm him down and to leasing me I was his hotel as customer but I couldn't, I just feel to set for few minutes, my fiancee approach the receptionist asking him professionally to explain her their problems, Mr Nanyu, the manager the hotel. Instead of solving the problem the manager use his power instructed his staffs to cancelled the booking in his languages doing this very unprofessional his position and the K west hotel registered in English land and English law he must know.
In his inadequate manager approach cancelled after the payment I made.
I asked him refund of £127.10GBP included car parking overnight. He refused me the by saying go asked booking.com, I says yes I booked through booking.com but I paid in his counters desk. I asked him with please he refused again, when I prepared to call police he give me printing paper no signature or stamp sadly he wrote "due to difficult behaviour" I'm very sorry he do not known me to speak my behaviour.
I would urge you to investigate this discriminating managerial approach and in front of customer must serve national languages all time English.
I demand full refund of £127.10GBP and full formals apology as soon as possible with in two working weeks.
I will seek the legal advice and report to the local authority for the matter of regency due to COVID 19 distancing rules.
I have full evidence and witnesses regarding his hand movement to ward's me and my fiancee.
Mr Teferi
C. T.These people always cause problems. Last time we stayed it took 15 mins before we could sit down for breakfast. Because we had been undercharged £2 each and no one knew how to rectify it. They couldn't take the £2 payment and let us sit down but made is wait. Now after ordering room service breakfast. Similar nonsense. Stay somewhere where the systems are more organsied. Disgusting service
N. A.Shower in room wasn't great, kept making a noise and no pressure. Spa was nice.
J. R.Friendly staff, clean rooms. Great food and cocktail choices. Lovely atmosphere. Will definitely recommend.
M. M.Lovely lovely lovely
Staff were great!
Definitely going back
R. K.Very well organised. Fantastic waitress in the bar, can't recommend her enough. Above and beyond her duties. An asset to the K West hotel and spa.
M. W.Amazing cocktails and a lovely chilled atmosphere. A hidden gem for sure!
C. B.My experience with K-West from booking to checking out has been absolutely amazing!
As an essential NHS worker, i was delighted & very appreciative to see that K-West was doing a "50% Thank you NHS discount". As soon i saw this, me and my partner planned an August getaway to rest and revive.
The booking process was very easy. We decided to book the Studio Suite & we recieved our confirmation email straight away along with hotel recommendations & enhancements.
As a member of "friends of K-West" i emailed to enquire about late check out and breakfast. Lorena who replied to me was extremely efficient, had an excellent email manner and she catered to our needs. She added complimentary late checkout & a continental breakfast. We were very grateful for this.
Upon arrival, i could see that they had taken covid-19 measures seriously. They had hand sanitiser at various areas in the hotel, the rooms & floor markers/signage. This made us feel very safe.
When we went to check in we were extremely thankful, yet surprised that our room had been complimentary upgraded to best room in the hotel which was the "K-Suite". This honestly made our day ! The suite was beautiful, amazing living area, a large his & her tub (My partner is 6ft2 so he particularly enjoyed this), the bed was comfortably and there was generally a nice ambience to the suite.
In addition to the amazing suite, the food was absolutely delicious. Me an partner upgraded our continental breakfast for a full English and pancakes. The food was presented well, good portions and tasty. The lady who done our room service called to confirm all the details which we thought was very professional off her.
The front of staff were also kind, helpful & professional. I did not note their names but they we're both females, one with blonde hair with highlights & the other with short brown hair. They made us feel comfortable to ask questions, they were polite, not only with me but with other people i saw them help. Lastly, they also went the extra mile for me by printing/ copying some documents for me. This saved me a trip to the Internet cafe and allowed me & my partner to enjoy the West London scenery.
All & all, our stay at was amazing, the staff catered to our needs every step of the way and done so professionally. I definitely recommend staying here and i will be definitely be booking again along with the spa/ spa treatments.
E. A.Convenient for events at Olympia and good selection of breakfasts. Would stay there again.
D. S.Rooms were gorgeous, room service spot on, receptionists really helpful and friendly. Lovely stay. Would stay again.
J. D.I've stayed at K West many times and I've always been happy with my stay. It's very obvious that the people behind the hotel has been thinking hard on getting every detail right. The atmosphere is relaxed but premium. The rooms are modern and nicely decorated. The breakfast is very, very good, and the bar is awesome. I usually find the gym to small even in very nice hotels, but K West is an exception to the rule; the gym isn't huge, but is has everything I'm looking for. K West might be a little bit out of the center of London, but it's near enough and I highly recomend it!
T. R.I have been robbed £270 on my birthday by staying in this completely ugly dirty hotel, mould on the bathroom ceiling rooms smell ugly ! Can’t even use the spa. This is a complete rip off!!!!!!
G. K.For a London hotel the price is decent.
The location is ideal for Westfield and tube into Central London.
The hotel is nice, however I would not call it 4 star, maybe 3 1/2. The room was a little dusty, old fashioned and needs a little paint. Definitely not something to worry about, but could be improved.
We were given a complimentary upgrade which was a nice surprise and the reception staff were very friendly. We would return.
E. P.Great location for our needs. Doesn't look much from outside but a nice hotel. Good, friendly staff. Room was spacious and very comfy. Window in our room could also be opened which we like.
Not so good: Bar was pricey. Pillows a bit soft for us. There's not an electrical socket near the bed so had to charge phone before going to sleep to ensure alarm worked!
N. P.My mother enjoyed the "Time for Two" package for her birthday (just a shame we had such a big gap between lunch and our treatments x).
The lady who carried out the massage was amazing really helpful and informative about all aspects of well-being/ physical body health.
P. T.Came here for my girlfriend's birthday, buying the wind down package (website was not updated and had old packages).
Ilenia who I spoke to was nice, professional and efficient.
On the day, the massage itself was OK, but the attitude of the staff varied. The woman who dealt with us clearly doesn't like her job and showed no professionalism, walking away while I was speaking to her and at the end when she asked how it was, showing no interest when I said it was, "just OK". All she was interested in was if we had returned the key. Poor customer service.
The meal that came with it was just OK too.
I would not recommend as for the price you could have a much better experience elsewhere.
V. W.Great hotel. Our deal included 2 course dinner and breakfast; both were really decent meals (EG pate and mushroom gnocchi). The bed was absolutely massive (useful when sharing with my sister!). It passed my "shower pressure test" (often I find hotels have weak showers, this one is blasting!). The spa was lovely (LOVED the snow room!) Overall we had a lovely stay and would happily stay again.
J.Good location, beautiful bedrooms and bathrooms, very comfortable beds, air conditioning was great, friendly staff who go to great lengths for their guests. Some rooms come with a phone like gadget with great suggestions for food, activities and places to go. The spa offers good after-shower amenities like cotton buds and ghd hair straighteners.
However neither reception or room service answered the calls. Was expecting a little decoration on the beds, a colourful pillow or throw, but it was simple and white. Thin walls. But the rating comes down to the fact that maintenance needs a major upgrade: hairballs/clumps on the fresh towels, as well on the bedding, a used q-tip presumably left behind by a previous guest, and the carpet could have been vacuumed better. Spa experience was a little underwhelming.
K. T.Due to room size and the condition of the room, i'm not happy overall .
C. D.Hotel service was fine. Receptionist was fairly rude about a client bringing a coffee with him into the lounge to conduct a short business meeting and he was made to go outside to drink his coffee. Seemed petty.
Room was immaculate and services seemed fairly priced for what they were.
Would stop by here again for sure!
P. M. (.Came here for a solo spa day as a birthday treat. I was nervous at first as I've had some bad experiences in 'fancy' hotels. When I arrived I was instantly put at ease. The reception staff were warm and friendly aswell as being more then happy to direct me to the spa.
The staff in the spa were equally as welcoming and Luca was a great beauty therapist. The spa facilities are small but it wasn't busy so I pretty much had the place to myself. Theres a great relaxation room and the atmosphere is very relaxing.
I also opted for lunch which I was delighted to find out I could go to in my robe and slippers! This meant I didn't need to rush my stay. The waitress was attentive and the food was good.
Recommend this place for anyone looking to escape the hustle and bustle of the city! Hidden gem in Shepherds Bush.
S. H.I went here as a birthday treat. We opted to upgrade our room for £20 which was nice. The staff were friendly and the food was pleasant.
I visited the spa and bar which had a nice atmosphere.
I would definitely visit again
P. H.it seems that most of the people working there are new as most of them had no clue. the staff were very nice and friendly honestly even through emails they were patient and made sure I understood everything and not forced me into anything. the room its self was very nice very surprised its not a 5* hotel with the standards the rooms had. I got the K suit. There were a few thing however that let the place down. first thing was there was a weird smell in our room every time we entered it not sure what it was and I cannot compare it to anything I've smelt before. it was unpleasant but we got used to it the longer we stayed in the room. the other thing was the bathroom blinds. we tried to open them but ended up pulling the whole length down which was our fault. we then called reception to try and get if fixed as there was no way to open or close the blind to let natural light in. we had to ask twice to fix it as our first time fell on deaf ears sadly. but when we came back to the room they hadn't fixed it they just pushed the blind behind the tub which was an LOL moment. we tried to cancel the spa treatment that we had book for personal reasons and were refused to do so which is understandable but when something out of your power occurs the guest has to pay the price. I feel there should be forgive situations where something couldn't be avoided which in turn didn't allow you to take the treatment but that's fine. the lifts in this hotel don't reflect its standards at all. the lifts are so ugly really needs a makeover in there and they are so small. at many points during our stay the lift malfunctioned which was so creepy thankfully no one got stuck but it was so creepy the way the lift was behaving. apart from the blind every request we made was met promptly which was amazing. the other down fall is that I ordered a birthday box with my room and only got a cupcake (either stale icing or it just tasted bad) and a card. the cake itself was nice but the icing was a no from us. I got that refunded the next day which was good. breakfast was really nice however the toast was cremated. I had to put my eggs and beans on it to try and make it soft to cut through. I would defiantly come back purely because of the staff and how nice the hotel looks on the inside. Also they seem to just take money from your account without informing you. I had to pay £100 security deposit but the next day another £50 was taken from my account. when I asked why I wasn't told they just told me the bank is holding it which was annoying because I didn't agree to £150 being taken.
C. D.The staff at reception were lovely and very welcoming. To make our stay even better, they upgraded our room free of charge to an executive double room. The room was lovely, had a very large TV and bed, and had lots of nice teas and coffees. You could also use their tablets provided for free but we didn't really need them. The last star would be there if their air conditioning worked better. We arrived on a very hot and stuffy day, and the air conditioning down to 17 degrees didn't really help at all. Overall though, a great stay.
S. H.My hotel of choice when stopping in London. Always a great stay.
E. J.Great room and spa. Shame about the restaurant.
The bedrooms are large and well equipped and the bed was very comfortable.
The spa area was fantastic. It has a variety of hot and cold rooms and a relaxing pool and seating area.
The restaurant was ok for breakfast but lunch was a huge let down. My burger was overcooked and the ice cream was cheap and nasty.
H. K.Stayed at this superb hotel back in Feb with hubby as a weekend trip to London. Highly recommended due to the beautiful rooms, amazing spa and fantastic staff. Special thanks to Nanyu and Younes for their fantastic service. Hope to revisit later this year!
W. A.06/01/2017 - Stayed for a two day weekend recently in celebration of my partners birthday. The staff was very welcoming and made our stay extra enjoyable due to their genuine help. To the point of accommodating requests which they don't usually do.
They upgraded our room, with small condiments in the room which made my partner feel very special. I requested if it was possible to arrange for my partner to make a cocktail behind the bar and they accommodated the request just for the experience which was fun for both of us.
The rooms were big and clean. The spa is brilliant too. Will definitely visit again.
E. M.Went to the hotel as a surprise for my birthday. They upgraded us to the best suite in the hotel. It was amazing. They even done the little details for my birthday such as welcome drink, roses on the bed and balloons. Breakfast in bed was perfect. Also the spa is really good.
Κ. Χ.Friendly and helpful stuff. Beautiful hotel & spa. Didn't expect it to be that nice but it was like 5* clean and Modern. It was my friend's birthday and they surprised her with a complimentary mini happy birthday chocolate and balloons. That was really nice of them and also not expected. The massage and environment was sooooooo nice, relaxing and clean. Can't wait to go back again for more nights and spa treatments.
D. J. (. A. D. D.Lovely hotel, excellent customer service, lovely breakfast. Would def go back!
R. A.Me any my partner visited the spa facilities 2 weeks ago and we were very satisfied!!
Very friendly staff and professional. Very clean and organised! Highly recommend !!!
My partner and I had massage treatment carried out by Peace who she was very pleasant and skilful.
T. W.This was my first ever spa experience but very enjoyable. The snow room is a fun novelty, the various saunas and pools were great! I had a really relaxing massage and the spa facilities were clean and well maintained. Recommended.
c.The staff is very gracious and helpful! We arrived relatively early in the day, and we were not expecting to be able to check in. However to our surprise, the manager, Simran, and staff Mimosa were very friendly and checked us in right away. After a long travel day with luggage and a 6 month old baby - their exceptional customer service is much appreciated. We hope to stay here again it is an excellent hotel on all accounts.
H. S.Lovely hotel good price well worth it... Don't for get to book the the spa
B. T.😍 At first glance ...
the hotel looks modern and welcoming. The staff are friendly and courteous, and even the rooms look good. However, when you start to take a closer look, that’s when things change.
🤢 The worst part ...
... was when I found stains on the bed cushion, and what seemed to be a very dusty TV stand. I reported it to staff, who apologised straight away, and moved us to another room. However, in the second room we found couple of (big) hairs on the bathroom floor. I reported it again, and the receptionist again apologised and got the manager to speak to us. After apologising, he sent us with another staff member to view three further rooms to choose from. The (not so) funny thing, and to the disbelief of the staff member, was that we found some form of hair in all three rooms. These weren’t even small hairs, one being a really long strand we found in the bath tub itself.
I’d love to think it was the cleaners having an off day, but I’ve got a feeling it’s an on going problem, and something the staff were obviously reluctant to admit to. We decided to stay in the second room they originally moved us to and made the best of a bad situation. The icing on the cake was the long hair I found on the towel that I picked up to use after my shower.
After being moved to the second room, we were given a couple of complimentary drinks vouchers. However, for someone who doesn’t really drink alcohol, this offering was a pathetic attempt to address a more significant issue. Furthermore, after finding hygienic faults with all the rooms on offer, management didn’t seem to be any more forthcoming with any sort of compensation or solution. E.g. no one was sent to re-clean the rooms. We also had to ask if we would be compensated in any way. The manager looked at as a little bemused, and responded saying “but I’ve shown you all the rooms? What more can I do?”. In the end, since we had paid for valet parking for one night, we politely asked if we could be given one additional night of complimentary valet parking. The manager thought it was a fair request and agreed.
👎 In summary ...
I understand this is a 4 star hotel, but regardless of a hotel’s rating, I would expect any hotel room to be clean. With K West I believe you’re primarily paying for the location. It’s smack back next to Westfield Sheperd’s Bush shopping centre, and great if you’re only here to shop. Unfortunately it seems like it’s the best hotel in the vicinity, which is a little concerning.
We did book this hotel in the hope of using the “award-winning” spa, but our experience with the room organisation made us skeptical. We therefore didn’t bother to visit the spa during our 2 night stay.
⛔️ Don’t forget ...
as well as the above, the hotel is situated next to a road where passing cars can be heard. Furthermore, due to its prime location it’s a magnet for party goers on the weekend. So on the second night (Friday night / Saturday morning), we were abruptly awoken to sound of loud drunk conversation in the hallway. It lasted around 15-30 mins. It was enough to break our deep sleep and ensure we got up later than planned.
If you haven’t yet booked, I personally wouldn’t bother. It would be better to Uber to Central London and stay in a nicer hotel if you can afford to. If not, I would get something like a Premier Inn which I’m sure would be a lot better.
R. F.We liked the experience enough to want to go back again, we would definitely recommend the spa, sauna and massage
G.Overall a lovely stay. We were given a complimentary upgrade which was nice. The room was spacious and comfortable but a little tired with the bathroom taps and shower screen needing a little attention. Room service was great and the Spa was a nice place to spend a couple of hours, would recommend the evening rate from 8-10pm for £10. Location is really good for the tube and Westfield shopping centry. We would definitely stay again.
D. M.Nice hotel and good value. Room perhaps a little under whelming/lacking character. And a bit won't in places. But clean and very helpful staff. Food is good and very generous portions. Would definitely consider staying again if in the area. The spa is also a gem. Worth the £20/person entry for a few hours rest bite
T. G.Far too expensive for what they offer.
The employees are friendly.
The hotel is very clean and the design is nice. Breakfast is is... OK..... But not more.
The showers are a catastrophe!!! If you want warm water coming out of the shower you have to stand in freezing cold water coming from the bath. That was the only way to get a little luke warm water out of the shower. That's what the employee who came to our r told us. I heard other guests complaining about the same thing at the reception. For the prices this hotel charges and it claiming to be 4 stars I would expect much more. I have been to far better hotels in London....
The hotel was situated in a good place and close to the underground station.
N. N.Stayed for our anniversary - upgraded to include a romantic bundle.
The email correspondence was great and very helpful.
Once we arrived our room wasn’t ready - but we did arrive early, told to come back in 45 mins to an hour.
We left our luggage and went for a wander - came back 1.5 hours later
Again, reception staff very friendly and helpful.
Went to room - room decorated beautifully with fresh rose petals and giant heart balloon! But no Champagne - 😢 - I had to go back to reception to enquire and was told it was not included - yet I had an email confirming it - 10 mins later champagne delivered but missed the surprise!
Enjoyed a lovely spa afternoon but the snow paradise is more of a walk in freezer!
Dinner was included in our package and so were given a menu that was included.... dinner unfortunately was awful!
We had the Korean chicken to start- tasteless , straight out of the microwave with a spring onion on top! burger - nice, but not amazing, he had fish and chips - a £5 coop deal! So hence 1 star less! - we were offered to upgrade breakfast but based on dinner we declined.
Continental breakfast fine
All in all great hotel - spa good, room great - shame about the food!
C. M.K West Hotel & Spa - Tired hotel and spa in need of an overhaul or time out
I booked this hotel and spa for 5 people directly from the hotel's website. Though the marketing and web presence was excellent, giving the impression of a relaxed hotel with a chilled vibe, the reality was in fact the complete opposite. There are fundamental issues with this hotel, from the vision of the management team that then filters through to every aspect of the hotel's business. They have created an atmosphere of distrust and suspicion that you feel from the moment you walk through reception, right through to the time you check out. One of the experiences giving this impression was not being able to charge lunch to our rooms, so the restaurant manager having to follow us from the restaurant to our spa lockers to take payment for lunch, as our cards had been left in our lockers. (One of the waiting staff told us that if the bill is not paid for they take the money out of the wages of the staff member that served you, which explains the haste in which the staff present the bill and chase payment). The manager said that under GDPR rules they could not keep our card details on record to charge the lunch to the room, however one member of my party had their card charged for someone else's treatment when they were not present, so clearly they do keep the card details on record.
Communication is also clearly an issue, as we were constantly being charged for things that were included in the package.
Though the spa closes at 9pm and the overnight spa packages mean that you can use the spa up to that time, once you leave the spa area to have a treatment you are then locked out of the spa area and need to get spa reception to issue you another card to access the area again, once they check what package you are on.
Cooked breakfast in the morning, though nice, was a 45 minute wait, which is unacceptable given that the restaurant is very small.
They cover all of this by in effect saying 'read the small print' as it explains it there.
Overall what was supposed to be a relaxing stress free weekend ended up being one where you felt on edge with staff following you around; card machine in hand, and constantly being checked up on to ensure you didn't access anything you weren't entitled to.
Definitely evidence of poor leadership in their management team, as I'm pretty sure that the whole idea of a spa weekend isn't this experience.
A. H.Receptionist was extremely friendly as were all the staff
N. C.Thoroughly decent place to stay. Very, very comfy huge bed! Had a medium sized suite here, plenty of room. Nice bathroom, good breakfast and restaurant, nice bar downstairs. Spa was unavailable when I stayed. Could have done with better quality coffee facilities, couldn't find the wi-fi code. Apart from that definitely to be recommended.
T. V.Friendly and welcoming staff, inclusive with all guests not just the select few. Great vibe and atmasphere and beautiful decor. Clean and modern rooms, good size, great wifi, ironing board, ice bucket and ice machine. Excellent spa and resturants- great staff too!
A. C.Lovely hotel but not exactly luxury! Room we had was very large and clean but needed a little maintenance. For example the shower in our room leaked. I would say it was more suitable for couples. Bit strange having the continental breakfast in the lobby area of the hotel. Plus heard lots of loud music at night. Luckily we are heavy sleepers.
L. M.Went for my birthday. Stayed in the embassy suite as part of a free of charge upgrade to the room. Received a lovely massage gel amongst a box of chocolates, a piece of chocolate cake, a birthday card, balloons and a bottle of prosecco.(b-box) Even payed a mere tenner to enjoy the spa leisure areas including the hydrotherapy pool, snow room, steam and sauna room which was thoroughly enjoyed. (8pm-10pm weekdays) Room service was fast and the staff were all extremely lovely and catered to all my needs. Enjoyed the continental breakfast. Love the late checkout time.(4pm) Would definitely recommend.
D. K.It's a fine hotel. Nothing special - not great, not bad. The layout of the hotel meant that our room was a long walk from the elevators; not a huge deal, just an inconvenience. The fifth floor was getting a reno, so all the wallpaper was being stripped. Made for a shabby first impression. Pillows not great. Best thing about the hotel was the cellphone we could use during our stay for free (with data!)
M. K.Really nice hotel. I stayed just 1 night but it was amazing. I booked the room through Aroma. Arrived to the hotel they announced us that they have upgraded our room for free. The spa is also really nice and the continental breakfast. I would definitely recommend it
K. V.Hotel needs refurbishment! The outside and inside.Otherwise It's Modern , Clean and Cosy.
The Spa is amazing the facilities are great!
Customer service is excellent. The food is good too , I recommend the squid for starter and fish and chips for main. The restaurant was chilly though so wear long sleeves or a cardigan to keep you warm. Or drink some wine.
r. “. l.We had the Afternoon Pamper Package with afternoon tea included for our anniversary day. It was great. The team is really friendly and professional. We have tried an aromatherapy massage for 50 minutes, that was exelant too. We had a really relaxing day.
R. B.I stayed here for my wife's 30th, which included a spa session and access to the wet spa area.
The hotel room itself was quite pretty and very clean; the most impressive element being a tablet in the room that allows you to book treatments, order room service, have something collect your plates etc (something which I wasn't expecting - even having stayed at a considerably more expensive 5-star Hilton).
The other most appreciated aspect of the room was probably the Bose Soundlink that was mounted underneath the TV, allowing me to connect to it via bluetooth and play my music.
Though the TV was smart and had the ability to access YouTube, unfortunately it didn't have Netflix so that I could watch some movies - nor did it have an easy way to stream from my iPhone (android only).
Surprisingly, the free Wi-Fi was relatively quick - allowing me to watch movies from my laptop instead.
The hotel made a very kind gesture; as I'd checked into the hotel I'd made a passing comment to the receptionist about the reason of the stay being my wife's 30th birthday, and she was kind enough to send up some complimentary champagne and a small piece of cake on a plate with 'happy birthday' icing.
The morning breakfast arrived promptly and along with the room service, the food was very delicious. My only criticism being that the portions were quite large (with high price-tag to match). I would have happily reduced portions to lower the cost - as half of the food went to waste.
The spa itself was quite impressive and our treatments were amazing. Our 'therapist' did run a few minutes late and the management made a blunt remark to her in our presence in regards to 'she should be running instead of walking'. Whilst I did appreciate the management's concern for us as the customers, I did find it a bit distasteful and was on my mind for the first few minutes of the treatments. I understand that some customers may be prissy and stuffy, but I think there's a balance in respecting the customers and respecting your staff (however, I'm not aware of the details of the person's situation - maybe she was justified in making the comment).
My suggested improvements:
- The valet parking carries quite a hefty price-tag at £30 per night.
- Aforementioned incompatibility with the smart TV and lack of Netflix
- The toilet door in the hotel rooms are basically a large window, making it very uncomfortable 'going' when my wife was using the mirror just outside the door, enabling her to see in very easily.
- Amount of food going to waste. Happily would have accepted lesser food for lesser cost
- The biggest culprit was the spa. The environment itself was very hot and humid, making it uncomfortable to stay for too long. I'd feel I'd have gotten more value if we were able to stay for longer. The Hydro pool was amazing, as were the lights in the ceiling, but it was just way too hot that we had to leave after 15 minutes or so, and after a cold shower, we continued to sweat profusely - making it difficult to get ready.
Overall, both me and my wife did enjoy our stay. The location was great, the room was great, the spa was great, the food was great. I would happily come back again, assuming some of the feedback above is put into action - in order to feel like I'm getting a bit more bang for my buck. Thank you to the lady in reception that sent up the birthday treats for my wife.
m. d.Nice spa and ice room. Have 3 comfortable bed section to lay on after sauna etc,. I was in the sauna with my husband and a member of staff pick up our towel, gown's and my glasses that was on the relaxing bed threw to them to the side so that 2 other persons could sit down. Thought it so rude had to hunt for my glasses which could have been broken. I eventually saw her escort a career and a blind girl in to use the facilities. She should have just said or asked and i would have made room for them, rather then throwing our things to the side. I decided to take my leave, so picked up my things and left.
A. A.The room was clean and comfortable. However, I wouldn't rate this a 4 star hotel. The sink and some tiles were cracked. Slight mold in the shower grouting. Our room was also located next to an elevator and I was woken by trains passing more than once. Bathrobes and slippers were provided and an ice machine was just down the hall. Reception staff were friendly.
R. D.The hotel is a stone's throw from the gargantuan Westfield shopping Centre and handy for Olympia. I stayed in an executive double and it was spacious with a huge bed, huge TV and nice touches like a mobile phone that was free to use and take out of the hotel and a tablet for web browsing. The continental breakfast was perfectly fine, for a small upgrade you can go full English. There were some little gripes, mainly the bathroom that for some reason had really low ceilings, a tall person would struggle to fit under the shower and the grouting was a bit mouldy, but this was minor. What really won me over was the attitude of the staff. All of them were super friendly, helpful and efficient. Great customer service.
M.Partner and I really enjoyed this hotel. Great spa and facilities, though rather pricey! We stayed on a Saturday and the bar had a DJ playing into the night, great atmosphere.
Lovely dining room upstairs for dinner. Close to Shephard's Bush station. Would stay again.
L. P. C.Room was mostly nice. Modern and comfortable with nice features like a leather sofa, iPad and a large TV. However the duvet was very thin and I was cold all night. Also the door had see through strips in it? Me and my friend would have been able to see each other showering and although this wasn't a problem for us because we didn't look, it's still a bizarre design with total lack of privacy. The mini bar had two bottles of water in it and nothing else. The kitchen was shut all week so there was no room service food or hot breakfast. The bathroom was nice and modern, everywhere was very clean and the staff were very nice. However, not worth the price in my opinion!
S. F.The place is too small, it's a just a room, there are few seats available and due to the number of people we were hardly able to rest outside one of the spa rooms (steam, sauna, etc). The swimming pool is just a larger tub and the water is insanely warm in my opinion.
Seats fabric is sofa like and whoever seats on it will create a stain of wet...so it's not always pleasant to seat on it.
The temperature is too high since the place is tiny...not ideal for me. Also steam room it's just for 2 people.
The place is clean, the only issue for me is that a lady kept coming into the male changing room to change towels and it might feel a little bit awkward.
However the treatments were good, massage and dry floatation were really enjoyable.
P. S.Thanks so much for a lovely birthday treat the staff are amazing made it a special birthday for me. I went spa sauna steam room jacuzzi relaxation room had headphones attached to each bed with relaxing music in dark. Then sunbed room cover eyes like on sunbed. Jacuzzi had mini water fall in tub. I had 50min deep tissues de-stress body massage. Goody bag and glass of prosecco.
T. M.Chef lately has issue with soft eggs. Aside from this, very friendly staff, large comfortable rooms. Try to avoid the lower level that is a bit more noisy because of the spa.
T. A.Not the best experience!
We did a 3 room booking via secret escapes for Christmas day.I think we would have been better off at a Travelodge.
At check in we were told we have room 610, which was a garden view. Not sure which garden he was refering to as the view was of scaffolding on another building. The room itself was nice and spacious with a king size bed and a large TV.
We went down to the wet spa where we were told a member of staff would give us towels and a robe etc.... We could not find any staff so we had to go back to the room to get a towel and robe. When we did see a member of staff, her English was very poor and she was only filling the jugs of free water. I would not call this a wet spa award winning. It was rather small, so when it got busy you would have to wait at times. It did the job for that it was for but not worth an extra £20 for staying guests.
After the wet spa we went back to the room to get ready for dinner. The hair dryer in the room was not working so my wife rang down to guest service to be insulted by saying “it can be confusing to use so someone will come to show to”. It turned out that the hair dryer was not working and the plug socket next to the mirror was not working. Luckily the lead was long enough to use at another power point.
When we went down for dinner, they did not have our booking and struggled to put a few tables together for the number of people. I would not say the food was wow, but it was edible. If you need a high chair, be aware that this hotel only has 1 highchair in the building.
After dinner we sat at the bar where I would say we got the best service from the entire hotel staff. The bar woman was very jolly and friendly. She knew the bar menu to heart and was also able to recommend drinks.
Breakfast was a joke and definitely not worth the money they charge you. The items from the continental breakfast and drink where not filled up until we asked them to replenish that section. We waited 30 minutes for the cooked breakfast, to get two of them cold. When we told a staff member her answer was “I need to check with the chef”. You would have thought she was have said something like, let me change it. We ended up eating while she went to check as we wanted to check out before it was too late and get charged more. She did come back to say what you would have expected “let me change it” but we had finished most of it by then.
I don’t think we would be returning to this hotel any time soon!
Z. K.We stayed here celebrating our sisters birthday, My time spa package was an awesome treat and facilities were great. All Staff were very friendly and exceptionally helpful. Afraid that wasn't the case, the staff kept coming and going and we could hear the door banging all the time.
N. P.Wasn't happy with the initial room, spoke with the staff who were amazing and did everything they could to rectify the problem. Assistant manager was polite and went out of his way to accommodate us. Absolutely amazing customer service
E. B.Stayed for two weeks on business after moving from holiday inn hammersmith. Rooms are very large which appears uncommon in area. Overall rooms are clean, but bathrooms could use a renovation...not sure what it was but something just tells me they aren't super clean. Bed is comfortable and many gadgets to use including a phone that has 4g you can take with you on travels. Staff were very friendly although i found housekeeping service to be a bit imprompt. Couple days it was 4:30-5 by the time they cleaned the room, was back from work and needed to vacate. Full Breakfast was complimentary with our rate and was on point. Would not pay for it as its too pricey on menu but for a comp breakfast it beats out almost anything ive had before. Overall great experience - would recommend.
H. W.Extremely disappointing hotel and is not at all value for money. We booked for one night in an executive double room for £170.00 with a romantic bundle package added on for an additional £69.00, plus additional costs for late checkout. All seemed fine with an easy online booking process and the images looked really good alongside the reviews and with it being a 4-Star hotel, we thought there would be no issues. However on arrival, it appears a very small outdated building with a ridiculously long check in process. Already a little frustrated with this, we got to our room to find an unpleasant smell and it dirty with unclean bedsheets and towels. There were various stains on them and honestly did not look as though it had been cleaned properly. In addition to this, strangely we were one floor below reception and basically eye level to the back street and so our view from what is meant to be one of the decent level rooms, was a row of bins and we had to keep the curtains closed the whole time as people were walking by our window. We had a few lights not working, the charger ports next to the bed did not work, various plugs around the room also did not work. And as for room service, they never answered, we had to go down to the bar and purchase drinks there if we wanted them. Also the bathroom door is essentially a window that you can see straight through so do not expect any privacy. Twice somebody burst into our room unannounced.
Our romantic bundle was set up with a minuscule amount of rose petals on the bed shaped as a heart and a balloon. They had also left the champagne and chocolate strawberries already in the room (specifics when booking the package that they would be brought up fresh for you shortly after arrival) and so the ice in the bucket was half melted and the strawberries were stale. The champagne was of poor quality also. Genuinely not worth £69.00.
I had settled the room cost prior to our stay and was told I could settle the extras upon check out to which I wanted to pay in cash. However, I woke up at 7am to find they had already posted an invoice under our room door in the middle of the night and had taken it upon themselves to charge my debit card that I booked the room on without permission. Not only was it wrong to pre bill without checking, they did it during the night knowing we were checking out at 3pm, so what if we wanted anything additional? It would end up on a seperate invoice. Did not make sense. To make matters worse, upon checking the invoice, they had charged us for extras that we did not order to the value of roughly £40.00. Really frustrating.
Fast forward a couple of hours, we decided to shower and prepare to leave when our hairdryer was not working properly. I was forced to go down to reception with soaking wet hair and pyjamas (as they were not answering the phones) to speak with the reception desk. I informed them about the hairdryer to which I was told there was a green button to press in order to make it work (no green button on the hair dryer in the room) so completely unhelpful. Then I wanted to discuss the invoice with them also to which I found them to be completely unapologetic and after taking ages to try and sort out the issue, was told to come back later when we check out.
I went back upstairs to pack our stuff and get ready to leave. When we came back down to check out we had to go over the whole issue again as if they knew nothing about it. Eventually they accepted (without apology) that they had charged extra and said they would refund the £130 and accept cash but it could still a while to process. During the check out process, which took around 20 minutes, the people behind were complaining about the length of time they had been waiting to check in and we could hear another party complaining to staff that their room had been robbed.
Basically from start to finish the entire experience was horrendous and frankly not the level of service you expect from a supposedly decent hotel. Dirty rooms, horrible views and unhelpful staff. The best part was leaving.
S. W.Nice hotel and the spa isn't to bad I enjoyed going into the -15 walk in snow room that mimics the swiss conditions for 10 minutes and then zapping into the souna.
Continental breakfast included our you can pay and extra 5 pound for a cooked meal upstairs highly recommended.
S. A.Excellent hotel, upgraded to an Exec room. Spa is small but well maintained and loved the snow/ice room. Staff are friendly and could not do enough for you. Only complainant I have is the quality of the evening meal, food is quite plain in some cases and average quality.
P. B.Poor customer service and degraded building needs more than a touch of paint.
I'll add the rest and what was said when I find the response email received.
Shocked that they see themselves as a boutique hotel/spa hotel I've had far better bed and breakfast experience.
S. M.Excellent service by all. Very polite, friendly professional valet and receptionist.
Excellent valet parking, good value open to the general public.
The rock star afternoon tea looks like fun. I asked if they could alter it to suit requirements, e.g veggie, halal, kosher and they said to drop an email before booking and they would arrange it. Recommended.
T. M.Room was lovely and then had complimentary balloons, cake and a bottle of prosecco set up for my husband's 30th Birthday. Staff were really friendly. Unfortunate that you have to pay for valet parking. The bath took 15mins to drain. The massage I ordered from the tablet in the room was different to the one I was given- staff advised that this was because the hotel tablets had the new brochure but this hasn't been rolled out to staff in the spa yet! Spa area itself was really small....bit overpriced for what it is
C. R.Booked the hotel for our wedding, on the day of the ceremony a big pink Cadillac parked up outside to collect the bride and bridesmaids, reception apparently could not see it. On repeated calls to reception she was told it had not arrived, despite having been there for some time. This was not a hard car to spot, and to miss it for an hour is laughable. This incompetence from the staff at the K-West nearly cost us our ceremony slot. I received nothing more than an empty apology for this incident.
The next morning we ordered some room service for breakfast, nothing complicated, but it took over an hour to arrive.
Nice rooms, completely let down by the quality of the staff, and follow up customer service.
B. B.This is a review for the gym and spa facilities only!
K-West offer lovely spa facilities alongside an adequately equipped gym that is small but has enough free weights and resistance machines to do almost anything you'd need to. There are also plenty of swanky cardio machines.
The changing facilities are always extremely clean and the same can be said for the spa, which gives you plenty of options for chilling out.
On top of all that, the staff are always very friendly!
N. M.The beds are gigantic! Super king, super cosy. The staff are helpful and friendly and the breakfast is worth staying for. Spa facilities are good - we’re having a great time here. Westfield is just a hop away too.
K. R.What a con this tacky place is. They charge me 5 start hotel money to stay one night and use of the spa facilities including breakfast . I was very excited when I saw the photos online but very disappointed when I turned up and didn’t receive 5 star treatment. When I got out my car and saw where the hotel was located I instantly realised that my £400 was robbed. In the light the hotel from the outside looks tacky especially if you look at the sides of the building and the building opposite it looked depressing. When I walked in to the check in counter I noticed that the counter itself was made of cheap material and was very dirty and full of scrapes and scratches. I looked over to the bar area and hated the horrible long white tack cheap vale they got hanging behind the bar for whatever reasons. The bar furnitures reminds me of the ones you see in the slug and Kerri. In all. Honestly it feels like a bar with a few rooms people can stay over instead of a hotel with a nice lobby bar. Anyone can just walk come in for a drink in this pretentious establishment. Building is horrible, location where it’s situated is depressing and feels a bit isolated and no nice building between or beside. It truly is a low budget hotel in a low horrible building in a isolated location with the feel of a pick up joint and no hotel etiquette. Our room was a good side but there wasn’t even a bottle of welcome water nor nothing.. I was told I would get a nice bottle of wine and chocolate in my room including that price I got nothing.. not even a mini bar .. bathroom was filled with limescales all over the shower screen and around the taps and shower head and edges of the bath.. my view outside my bedroom window was shocking I felt trapped and conned.
The spa facilities was good I must say and Francesca the Italian lady that works in the spa was very professional and helpful.
The following morning I went for my breakfast and I ordered they porched eggs with avocado on sourdough bread that one of the waiters recommended but again very disappointed as the eggs weren’t fresh when I cut into one noticed the yolk was more withe than byellow and smelt fowl.. I ask to have it changed and went for smoked salmon and scrambled eggs. The orange juice was not freshly squeezed which you would expect from a spa. K west spa and hotel is nothing but a bit ugly tacky long back building with tacky circus and strip club lights at night where they train their staffs to tell you upon arrival that Rihanna once stayed there and fill with young noisey couples in the bar getting drunk or single men and women there looking for hotel guests to pick up.
Horrible I would never recommend nor stay in this tacky establishment.. you can tell instantly the troupe of people that go there by the way they look sketchy.
M. R. D.I really liked it here. The reception staff were very helpful over the phone when I for lost. It is definitely not easy to find but a treat location. Really enjoyed the food in the restaurant and the DJ in evening too. Nice spacious rooms and a comfy bed.
p. s.Enjoyed a lovely day there on Sunday - booked a day spa package for my Mum and I which included a few treatments and access to the facilities. Loved the snow room which was actually more than just a novelty - the move from hot sauna/steam room to the ice cold snow room made my skin feel brilliant! Lovely service, great massage and peaceful environment. Really enjoyed myself!
N. B.As very tired parents of three small children, my husband and I enjoyed our stay very much. The room was spotless, the spa perfect, the bar was buzzing on Sat night and to top it off breakfast was awesome. Very happy customers here!
A. T.Great food, both breakfast and dinner. Reception were very easy going with our requests and were quite flexible. Only request would be that we wouldnt have to pay additional the amenities such as accessing the spa.
T. A.Room was lovely had all the essentials & more the bathroom did not match the room. Needs to be updated.
It is more of a party hotel for 21 year olds. All the local drug dealers & local prosistues. Came here for a romantic stay for my partner as we do this a lot this by far is the worst hotel I have stayed in. I got the special romantic package that was £69 walked in recording the moment & nothing was their apart from the champagne so the balloon, the strawberries, the cake & bath oils was missing.
A lot of banging & screaming from the room next door & staff members where very rude & in helpful. They even call our room @ 5:30am for breakfast before realising they had the wrong room. So unprofessional. Will never stay here again.
R. S.The room in the hotel was wonderful. It was clean and spacious. There was also a smartphone that you could take with you, which was a lifesaver when I went sightseeing. It was centrally located, with the train from the airport just down the road. It also had a huge shopping mall with restaurants, fast food, shops, and much more just up the road. The tube station was also here which allowed me to travel quickly. However, I had to give the hotel 4 stars instead of 5 because the breakfast was not very good. However, with it being so centrally located, grabbing breakfast outside of the hotel was no problem.
G. M.Been here on 4, 5 occasions for spa break and massage treatments. Quality service. Maybe only on one occasion they tried to put me in a room which clearly needed redecorating and was smaller then the size I had booked for but this was rectified right away and the room was changed.
Z.The spa area is excellent, especially the ice room and hydrotherapy pool. The décor of the rooms is a little dated otherwise this would have got a 5 out of 5 rating. The media and technology in the rooms is great and all the staff were attentive and helpful.
B. A.Very poor experience, room was dirty and mould arround the bath (as several other people have mentioned) - waited 20 mins for access to the spa behind a group of girls who couldn't make up their mind and was repeatedly told to sit down and they would be with us but after 20 mins we just left so didn't even make use of the spa on our last day. Breakfast Is a joke (don't even try customising anything as it blows their mind and they get it wrong every time)
И. К.For our anniversary my husband and I decided to have a spa treatment in K West Hotel & Spa. We booked couples massage and it was great. After we felt refreshed and relaxed. The staff was helpful and courteous and the whole stay was a wonderful experience. I definitely recommend it especially for a romantic weekend.
D. Z.We booked K West a couple of months ago through secret escapes as a night away for my birthday. We had tickets for a show in the west end too so it was set to be a lovely night. We’d spent the most money we’ve ever spent on a hotel for one of their K suites and visually the rooms are beautiful and clean. Unfortunately, it ends there. The TV in the bedroom was broken, a previous guest had clearly throw something at it so it was unwatchable. The shower head for the bath didn’t function properly, the bit you pulled down to get the water to come out of the head rather than the tap wouldn’t stay down so you had to sit there holding it. And then it started leaking all over the floor so what was supposed to be a relaxing evening included moping up the bathroom floor. There’s no door to the bathrooms which is clear from the photos of the rooms but realistically this is not fun if you are someone that values a bit of privacy and also likes to sleep past sunrise (more on that in a bit), the toilet cubicle in the first room was horrendously small, my knees were touching the door and i’m not a particularly tall person. Despite all of this we tried our best to have a good time, went out to the show and came back and watched the TV in the living space for a bit (no snuggling in bed in front of the TV unfortunately) and then went to bed. Suddenly this dripping noise starts so we switch the lights back on and there is water dripping through a light fitting in the wardrobe. We call down to reception who tell us that someone will be up in 10 minutes to move us to a different room so we scramble around getting dressed and packing all of our stuff back up at 1:30am. The new room is considerably better, everything works properly for a start, there’s no leaks and the toilet cubicle is at least twice the size of the previous room. At this point I am wondering if we were put in a poor room to begin with because we paid discounted prices (still £285 a night which is a lot of money considering one of us is a student). There’s black out curtains to most of the room but the bathroom just had a white blind which might as well not exist because as soon as the sun is up, the suite is completely lit up due to the lack of a bathroom door. Considering I didn’t get to sleep til gone 3 after the change of rooms, being woken up at 5 by bright light that there is no way of blocking is not a lot of fun. So ultimately i’ve come away from what should have been a lovely night, absolutely shattered and pretty gutted that my birthday has been ruined by this. We had also purchased a box of 6 doughnuts from doughnut time the night before, which for those who don’t know are small batch, hand crafted and the most amazing doughnuts you’ll ever see. In our rush to get packed up to move to the new room, we accidentally left them on the table and when we asked reception early the following morning they had already been thrown away. £24 worth of doughnuts wasted. Whilst the hotel made a kind gesture of replacing them, they were replaced with doughnuts from Greggs which isn’t even close to being on the same level. Also, when discussing the leak with staff when checking out they were very blasé about it. They said they though it was just condensation from the air con rather than a real leak. Regardless of where the water came from, it was leaking through a light fitting and is a really fire hazard. The one thing that I couldn’t fault is that most of the staff are very lovely. Apart from that, avoid like the plague. Especially for special occasions unless you want to spend the morning after in tears from all the frustration and lack of sleep.
T. M.Wouldn't call it a cozy place. But the room was spaceous, huge bed, bathroom. Though I had some issues with the shower, particularly with cold water somehow. Tasty breakfast, and good bar. But overall impression is that I wouldn't stay there again.
F. M.We stayed in a K suite for a weekend and really enjoyed our stay here! The spa is really nice with plenty of space and alternatives between sauna, steam room, jacuzzi, ... and including an "ice room" kept at below 0 C. Highly recommended for location, service at both the hotel and the spa and facilities in general.
L. K.Had already said I'd be early which is not guaranteed, but a simple email would have sufficed to make me aware the room would not be ready. We all had the 'rest and relaxation' package which was brilliant. Rooms are huge. I did notice dust around the corner ceiling borders and the bathroom was quite disappointing.
A. 7.WOW !!! Amazing place - felt like a rockstar in the room we were upgraded to !!
Staff all very friendly and nothing too much trouble - cocktails delicious & potent !!
Breakfast was delicious- all quality products . Tube 10 min walk - shopping centre around the corner.
Will definitely return !!
C. D.Stayed for 1 night with a friend. We had an amazing room (executive suite), I've never seen a room like it. All staff were friendly & professional however, seemed we were told different things over the phone when booking to what was said once arrived. No major issues just some time wasted confirming everything. Ate dinner in the restaurant both nights and it was absolutely delcious and fairly priced. We enjoyed a full day at the spa with treatments. I've visited many spas and this was one of the best. I expected and hoped the hotel and spa would deliver high quality services as it's not cheap. Full body massage for 55 mins was £95, parking for 24 hrs was £19; room rate was very high and breaklfast was not included. Prices were quite extreme but I wasn't left disappointed when I left totally relaxed and well looked after. Recommended as a treat but not your average hotel & spa prices.
J. S.Really loved the place, staff was really kind and welcoming, very accommodating to all of our needs, room service could be a little slow at times but overall I found the staff lovely and always helpful. The decor is lovely in here, love the outside of the building with the changing lights, very insta worthy lol! We didn't actually get to use the spa whilst we was there which was a shame as I was really looking forward to seeing the snow room, but I guess this gives us a reason to go back 😊
The prices for food and drink were really reasonable, (not cheap but not as expensive as a lot of other places! Sort of middle of the range!) The food was ok. Room service works all through the night so we was able to order pizza at 5am when we got in from our night out 🤭
The bar has a great selection of drinks and cocktails and they had a DJ there both nights we stayed (Friday and Saturday) who played some banging tunes 👌 and the sound system is very good. Would highly recommend
T. M.Great location, minutes from the tube. Beautiful spa and very friendly staff, from reception through to the treatments team and waiting staff in restaurants. Good sized rooms (we stayed in executive room) with all the key amenities and then some.
E. W.Fantastic underrated location. We had a fantastic night until I was chased to the lift by a bar *** with a beard de***ding I sign for the drinks we had consumed. I have to say the staff, spa and food has all been very very good. We were upgraded by a lovely lady called Heaven upon our arrival.
T. M.Appalling service, terrible food and miserable experience. The menu had a 'vegan burger' which came with cheese, coleslaw with mayonnaise and pesto! i sent it back and it came back AGAIN with pesto! the afternoon tea (which we'd called ahead to request a vegan option) comprised of cheese and butter sandwiches, and buttery cakes. The facial I booked was average and I had to wait an hour to be seen as they were running so late. The duty manager was unhelpful and offered me not even a partial refund. Would not recommend.
c. h.Amazing hotel with the best staff I've ever come across. Upgraded us and sent a birthday card and cake to our room. Nothing was too much trouble. Great location and beautiful room.
P. K.I recently spent 11 nights at the hotel on a combined business and personal trip and was very impressed. I hope we can see the restaurant improve its food. I didn't get any chance to sample the food or bar but it was a lively venue so obviously popular with all the residents.
L. D.Rooms are amazing. Staff are great, very attentive. Unfortunately let down by the horrendous bar pricing.. but I suppose it is London. My advice to anyone staying here is do not pay to park at the hotel. It’s a complete rip off. To park my van would have been £40. There’s an NCP across the road, which is secure and is £10 for 24 hours. Bonus to this is there’s a wetherspoons in the shopping centre! Means you don’t have to pay £20 each for breakfast at the hotel!
C. C.Love this hotel, me and my friends have spent a few weekends there to chill and relax, have fun and do some shopping, we always leave with a big smile on our face. Their beauticians take their jobs very seriously and you can tell they are passionate about what they do. Our skin were always glowing after the treatments. Highly recommended, especially when you don't have too much time to travel abroad or go to the countryside but want a weekend to pamper yourself.
O. C.Rooms are pretty tatty and worn. Events are held in the bar sometimes so it can be noisy. Shower screen in the bathroom isn't big enough so we had a soaking wet floor after using the shower. Breakfast was excellent. Probably would stay again, but only due to the close proximity to Westfield shopping centre.
C. O.Location was easy to access, 5 minutes from Shepherds Bush station. Room was exceptional and good value. Spa was lovely, had everything you would expect to find. Dinner was scrumptous where i was able to try a few things I never had. Service was great in general and an express checkout made leaving fast and easy.
J. H.Stayed over while visiting the Royal Albert Hall. The building is a little tired, but acceptable for price, good atmosphere at the bar in the evening. The not so good bits, payed £29 for Valet parking for the evening (my understanding of this is that they take care of your vehicle for the evening and return it as you gave it to them, please correct me if I am wrong) vehicle returned what could only be described as a flock of rather large birds had diarrhoea.
I was obviously stunned especially when the gentleman brought it back in this condition and when I questioned him "are you expecting me to take it away like this" his reply "it's not my fault, I cant do anything about it"
I went to reception to which one receptionist was very unhelpful and couldn't grasp my complaint. Spoke to an American lady who I believe was the Duty Manager who after some time agreed to refund my parking fee and a contribution of £10 to get the car cleaned
Tip: staff training on customer service and complaint handling would be a benefit here.
T. M.The hotel was amazing. The staff were so kind. The food was gorgeous. The rooms were clean and very nice. Overall the stay was one of the best ones I had experienced I recommend staying here as it is worth every penny
T. M.Disappointing that the price of the gym and spa is still the same now that walk ins are no longer available for monthly members.
Please fix this problem.
L. V.Had a brilliant time. The front of desk staff were very helpful and Aleysia had a great cheerful disposition and wasn't adverse to helping our hen group and were on hand to answer any questions we had during our stay. The hotel team always make the visit a great treat.
S. C.Breakfast and staff in the bar doesn't reflect the standard of the hotel: they drop a beer on my mum and they didn't help us to clean or give us napkins. It's a funky place with quite a 'hip' clientele. A superb location for Shepherd's Bush and or the mega mall at Westfield. We were given clear directions to our room.
O. E. (.I went last sunday and the good experience at the reception, everyone was so friendly and very helpful, afterwards had my treatment/massage by the Therapist Lyudmyla who made completely renewed and ready for my weekend of training. Not mention the relaxing spa, pools saunas and stuff great to have a good time and bring friends and family
L. H.The rooms are spacious and comfortable, with all the amenities you'd expect. I used the gym which was well fitted out. It's an additional charge for the spa but it was reasonably priced.
I. W.Lovely hotel. My room was spacious. Had many gadget on the desk and a CD/radio but none of which would do Bluetooth. The coffee at breakfast wasn't great.
O. W.Stayed at the K West a few times over the past few years. However i feel the standard of the hotel has deteriated. The shower in our room didn't drain properly it took 10 minutes for the shower to turn on. The breakfast wasn't to the high standard as previously experience and the staff seemed unconcerned with our room complaints upon checking out.
C. C.Wonderful hotel, the spa is a bonus. The rooms are big and clean. Staff very welcoming and supportive 🌹
J. F.Fantastic hotel. You kindly allowed us to check in early and check out late free of charge. The room was lovely. Breakfast was great. We will be sure to use you again for our next stay in london. Thank you
M. L. F.My boyfriend and I went here for our anniversary. We went with the ‘Love Is’ package so it was quite expensive, but being our anniversary thought it was worth it.
Included was a Executive Suite, Champagne and Strawberries dipped in chocolate ( brought to our room upon arrival), Full access to the wet spa, 30 mins of Massage and 30 mins Dry Flotation and last but not least a lovely “all the works” Breakfast.
The treatments where wonderful! We had the masseuse called Veronica; she gave me the best massage I’ve ever had!
My only criticism would have to be that the “Snow Paradise” had no snow in it, (it felt like I was standing in a catering size fridge) so I don’t know how they can call it that.
The door cards for access of the Spa were very temperamental; the poor front of house lady at the Spa was running around constantly having to help people with their cards.
Last but not least, the major down side for me was that it was our anniversary and as far as the staff knew my boyfriend could have been surprising me. The cost of the stay was printed on a piece of paper made into a wallet for the room cards given at reception. Also a letter was posted under our door that night telling us once again how much our stay was.
P. G.I booked a table for dinner at the K West Studio Kitchen over the phone and the person I spoke to was polite and helpful. The restaurant itself was lovely, the decorations and environment were very nice, and the service was very good. They were happy to cater to my gluten allergy, and the food was delicious.
A. C.Upon arrival I was a little nervous as we’d booked a large double for the three of us reasoning that we could all fit on a king size bed but technically the room was only meant for two people. The receptionist who checked us in (I wished I’d got her name) was nothing but lovely, upgraded us to the next level of room for no extra charge even before I’d mentioned that there would be three of us staying and then proceeded to tell me that her daughter likes to snuggle up with her some nights too.
Our room was down a level from the reception which was the same level as the spa. The long, narrow corridor with no windows down there could be a bit of an issue if you’re claustrophobic but my mum didn’t have a problem with it at all thankfully. We got to our room and were absolutely astounded! I had definitely made the right choice with this hotel.
The place was more like a suite than a hotel room with a separate sitting area, desk for working and the hugest of huge beds. The three of us were able to lie comfortably in it and not even touch each other. My niece thought the place was amazing and declared that she never wanted to stay in a Travelodge again, ha!
I also checked out the spa while there as they had a residents deal that means you can get access between 8pm and 10pm on weekdays for a mere £10. Given all the walking and sightseeing we had done over the previous few days I decided to treat myself and pop along.
To start I was the only person there which was great as it meant I could flit from one experience room to the other with glee without looking like the complete child I am. The sauna and steam rooms were standard fare but I adored the hydrotherapy pool with the twinkly lights on the ceiling lulling me to relaxation. The snow paradise was also an experience and not quite as cold as I was anticipating. The biggest let down were the footspas as they were basically just sinks on the floor, no bubbles or massage functions and I’m disappointed in myself that I didn’t explore enough to discover the sun meadow.
The whole place was very clean and I was given flip-flops and a dressing gown upon entering to use. There were plenty of towels and it was nice to see that there was a variety of water jugs available with cucumber, lemon slices etc to keep you hydrated throughout. I stayed for about 90 minutes and a few other people came to peruse the facilities within this time too but it was extremely quiet which added to the calm of the spa. I do think that the prices for external visitors to the spa seem a bit steep; £25 if booked with a treatment or £50 if not but if you’re staying at the hotel mid-week I definitely recommend you pop along for a little relaxation spa style!
E. M.Very good hotel to stay just off shepherd's green so close to other restaurants
K. Y.The spa was nice and the room was clean, however the customer service wasn't to the same standard. They made a mistake with my bill and one of the managers chose to argue with me about it in front of other customer instead of looking into it. I decided I was going to pay for their mistake however he still chose to argue with me. It spoilt the whole experience and my birthday.
A. B.Always love my stay here, visited and stayed for a spa break and Business.
- Covid safe
- Clean spa
- Clean amen
- Accommodating staff
Online checkin worked great!
Always love my stays here and back next month for Business!
S. C.Items were stolen from my room at this hotel and the attitude of the management team was appalling.
I lost over £1k of items and the hotel have offered me no form of compensation whatsoever, even charging me for my nights stay, despite their key logs showing that someone was in room when I went out in the evening which was not me. There is no CCTV in any of the corridors or lifts and there is clearly very little regard for guest safety or security of their belongings. The matter has been reported to the Police. The staff attitude and general manner in which this was dealt with was disgraceful for any hotel, least of all one that claims to be high-end.
m. n.It a nice hotel but needs renovation (especially bathrooms). Rooms are clean and well equiped(iron, hairdryer, safe). Continental breakfast not very well. There might be a bigger choice of products.
d. l. v.Fabuloussss room clean food nice spa great treatment good lovely staff
J. R.Dirty room, filthy carpets, blocked plug hole. Slow internet that drops out. I upgraded my room but it’s still very basic. More like 2 star than 4
S. T.You book hotel room for different reasons one for us is to have a good night sleep when you travel miles away from home. Unfortunately it is not possible at KWest as the rooms are not sound proof and DJ is playing until early morning. Ask reception and they will put the phone down...well mainly because they can’t hear anything of what you saying but also because they are arrogant and could not care less about customer satisfaction.
J. H.Dreadful. I am astounded at the reviews for this place. I am currently up unable to sleep with my 2 year old daughter due to the fact that we have pillows that should have been thrown in the bin several years ago. They are balling. How anyone is expected to sleep on this is just beyond me. I want to go home. I dont even have the energy to list all of the problems I've had to face here. Such an unpleasant stay. I want to go home.
G. B.Great spa downstairs. I had the best hot stone massage going. And the bar was real lively on a Saturday night. Nice staff. Good bar staff. Nice clean rooms. Nice size.
D. S.They demand a deposit is paid before you can check in case "you steal, break something or smoke in the room". Not in the booking T&Cs and you have to pay under duress. Not nice to be accused of being a bad person 1 minute walking into the hotel.
E. R.Do not ever book a spa at this horrific hotel!
I bought a stone massage for me and my husband- paid a total of £270 (which is totally unreasonable for a massage to start with!) . When we arrive after having travelled over 40 mins to get there we learnt there were some booking issues and the date we had booked online wasn't correct. We rearranged for another time a few weeks ahead. During this time we had a family emergency and we were not able to attend this date. When we called to rearrange (in advance) we were told we were not able to rebook as we had changed the date already. No apology or soultion was given and all we were left with was a £270 loss. I was shocked at the atrocious client care and I have made sure all my family and friends will not be attending this spa again.
S. R.Much better than I was expecting, spa and area were great with excellent price for going in late or early as a guest. I didn't have dinner there but breakfast was a bit on the expensive side for what it was hence the drop in star but otherwise thoroughly enjoyed.
Z. C.In reference to just the Spa.
1hr 30 mins delay due to their mistake in taking in wrong client. Not even sure if their gesture of goodwill was equivalent to the package I had initially purchased. May well be a good place but today was an experience to forget. The massage itself was great so no fault there. Must have been one of those odd bad days that everyone is capable of having.
A. M.Big room with decent continental breakfast included. Lovely spa - if you book a treatment then make sure to leave enough time to visit the wet spa beforehand, and brave the snow room!
M. C. (.Interior design is special in the building, gym is on the 2nd floor separated from the spa area. They have no swimming pool here, instead the nice decorated and small size leisure areas. Most impressive facility is snow room, which is so great when you just finish Sunna and would like to change the temperature to enhance the body and health. Th staff is very friendly and details are properly given
B. D.Lovely hotel and the spa is nice too.
Big rooms, nice staff and tasty cocktails in the bar. Well located for what we needed it for but if you want to be central London then it will take you 20-30 mins to get in
K. R.Amazing how it still retains that boutique hotel image even though it’s tucked away in what is honestly the Bush
M. F.Nice hotel and lovely spa, though quite small. The main problem we had was there was filming taking place for an advert on our arrival. This meant the reception and bar area were filled with crew and actors. Very disruptive...
P. B.Stayed here on a layover due to a cancelled flight. For what the hotel pitches itself to be, my husband I found it dingy and not up to standards. We had to move rooms because the toilet in ours was broken.
D. C.We decided to use k west as it was close to the hammersmith apollo where we were going to watch a show. The room was comfortable and clean and the staff we're extremely welcoming. I'd rate highs but as I didn't use any of the spa or additional facilities it would seem unfair.
G. C.I was bought a spa trip for my birthday and wanted to splash out on an extra treatment. Firstly when i booked over the phone i was told id have a male masseuse who had been highly recommended to me, when the appointment came around i was introduced to a female.
I paid £72.25 for what felt like a trainee massage, i must add that that price was 15% off! disappointing!
E. D.The K West Hotel was a great place to stay. It is conveniently located next to the Westfield mall for eating and shopping as well as the Shepard's Bush Tube Station whcih allowed for easy and efficient transport throughout the city of London. The hotel staff were very friendly and the hotel was very cleanly and pleasant. However, when at an overseas hotel a stable WiFi connection is a must and the internet at the K West frequently crashed and slowed. This put a damper on contacts with family and friends back in the U.S. Over than this inconvenience, the hotel overall was great and reasonably priced and I would definitely recommend staying.
S. B.Huge bed, after having a deep tissue massage for an hour, ultimate chill sesh in the spa it meant I could finally sleep easy. The masseuse was great, concentrating on my main aches. Leaving me energised for a weekend away in London. Staff here are great and if you stay you should really make use of the facilities. A sauna and snow room, win!
D. K.Spent the day at the spa and cannot wait to return. Great range of treatments to choose from and experienced staff to deliver them. My favourite part: the post-treatment resting room; a real oasis of tranquillity.
R. C.Bright, modern, clean hotel with great staff convenient for Westfield. The only down side are the prices in the bar but that aside, everything else was fine and the continental breakfast had a good selection that was constantly topped up.
V. K.Lovely, helpful staff! They were more than friendly, more than polite.
Although, we did lose a very important object in our room. I don't know if it was a matter of theft or misplacement with the garbage, yet staff were looking for it day and night.
C. G.So I’ve been at this complex a couple of times and this experience was my third time. I have nothing but great things to say about these specific staff members. Yonis who is the General Services Manager is one of the best managers I’ve met for a while and has excellent customer service skills and the receptionist Lauren is by far one of the friendliest and most positive person I’ve met at a reception for a long while however, there was a few things I wasn’t happy about. The first being that I was late to check out by a few hours and even told the staff that we’d be checking in again and then the Duty Manager Simran came and forced us out which is understandable but when I wanted to book another experience via a voucher that I had she refused and gave me attitude saying that I would need to contact the service provider and do it through them, not only did I do that but I also found out that it wasn’t the case and that she had to book it. Furthermore she then stated that there was evidence of smoking in the room and once my colleague told her to show the evidence and that you can check on cctv that we was in and out the whole night smoking by the front she then changed what she was saying again by stating that the room smelt of smoke. I even asked her why she didn’t state this from the beginning when she was standing by the front door. It was honestly appalling and disgraceful the attitude that she was giving me with her responses she even went so far as to say that she doesn’t even need to have a reason to refuse us admission. Really disappointed as to how a Duty Manager is treating us like we’re scumbags when we’ve been here multiple times. I don’t understand as to how someone with such little customer service skills can become a duty manager. The rest of the staff have and deserve a 5* rating especially the ones I highlited but because of the experience with Simran I unfortunately have to decline giving a 5* experience which I really wanted to do because everyone’s been so great. Someone needs to have a word with Simran because that is not the type of customer service that people should be given in any circumstances.
T. M.Stayed a few times over the past few years, it never quite lives up to the label "boutique hotel". Higher category rooms are excellent but standard rooms are disappointing and the semi-subterranean nature of the building may not be to your taste. No views and a setting which, let's not kid ourselves, is more Shepherds Bush East than Kensington West. OK if you can get a deal, otherwise why not try the Dorsett or the nearby Hilton.
A. A.I really like this hotel. Nice room, comfortable bed, a good hotel gym and a nice spa to relax at 🙏🏻 😉 this was the third time I've chosen this hotel to stay at for my London visit. I definitly recomend it! It's also very close to Westfield shopping mall with a lot of different shops - something for your every need. As well as close to the underground Shepherd's Bush so pretty easy to get anywhere
P. T.Myself and my husband visited here as we were attending an event at the Olympia which is a short stroll away. I've Stayed here a few times and every time the service has been wonderful. All of this at a reasonable rate for central London. Shame as the place itself is nice.
A. C.Great hotel. Complimentary tablet with free Internet was a bonus! Stayed in double executive room and had the continental breakfast too, which had a good selection on offer. Would recommend.
A. S.Had a great stay, room service was fantastic. We had a lovely couple's massage. The room was big and comfortable. I would recommend staying.
L. A.Very friendly staff and great facilities.
Massage and facial I definitely would recommend.
I was disappointed the steam room was out of order, as this is one of my favourite relaxations.
B. B.Friendly enough welcome and check-in, reasonably sized rooms though extremely small bath/shower area. Long, characterless corridors. Valet parking only. Breakfast poor. OK for an overnight stay but wouldn’t rush back.
E. B.The worst hotel in London!!!Don’t go there!! Lack of communication, charged for SPA and no access!!Save your money please
P. R.Spent last 3 days at K West, great venue, 5 mins from Shepherds Bush tube on foot. Rooms immaculate, had a good sleep, excellent soundproofing, would highly recommend.
T. P.Fantastic hotel with nice bed and you tube on tv so i could listen my favourites concert for a while. In the package also a diner and i have to say go for the dessert and not the starter. Fantastic cheese cake but the hamburger for maincourse was fabulous. Go also visit westfield shopping centre and china town. Amazing
V. I.Achingly hip, but delivers. Large rooms, comfortable, friendly. Stay in an Exec Room for best value. Shepherd's Bush is nearby, but it's quiet and tucked away. There's a reason a lot of my industry stay there regularly!
S. u.Rooms had an outdated feel, the use of the spa facilities wasn't included in the price, we wasn't warned about the event outside the hotel that was pretty loud, it wasn't a problem until the next morning when they were taking down the equipment which was loud and stopped us from sleeping.
M. A. S.Clean, professional and enjoyable experience. Highly recommended. It's inside a hotel though. It's not a big deal unless you want to have a drink while visiting the spa.
D. L.It's very nice place, clean and romantic. Spa and massage was lovely. highly recommended 👌
M. J. L.Very bad experience in this hotel.
I arrived late evening and the person at the reception explained me that the room my company had booked wasn't available.
After a 45 minutes discussion I started to get angry and then finally had a room after I refused to be transeferred to another hotel.
Not acceptable for a 4stars hotel, never going back here again
D. M.Little disappointed, waited over 2 hours for room to be ready, could not get internet. Despite having an upgrade the room was in the basement, no view from Windows and could hear the underground train's passing below. A very annoying lady was constantly complaining whilst we waited for the room to be ready. We also were not given a later check out despite our booking offered this as an included extra.
S. F.Good service. Nice and big rooms. Great voucher deals on top. Decent continental breakfast. Didn't visit the spa.
A. P.Amazing hotel. The rooms were very comfortable and clean. The food was great and the spa was a real experience and treat... Would definitely stay here again.
C. A.Arguable security system. My belongings have been stolen from the lockers in the changing room. The lockers only work with a 4 digit pin code that you set when closing the locker. Anyone behind you can clearly see the code you set unless you cover with your hand (like at the cash machines). On top of that, the staff knows a magic code that opens all the lockers. What if they secretly tell to someone external? There's not real security check and anyone can easily walk into the spa and get access to the changing room without being checked by the staff. One way or the other, stuff disappeared from my locker ruining my day. And I even had to argue with the manager to get the day-Spa paid fully refunded.
G. W.This hotel is a big JOKE!!! To get a room with a mirror in it, you have to upgrade your booking, cos their standard/regular rooms do not have any mirror in them!!! Flew in from Texas, & although we paid for early check-in, it took them 4 hrs to get the room ready!! This is a terrible experience, very terrible!!!!
B. S.Amazing stay for my best friends hen weekend, food was fresh and hot when served the spa was very relaxing and clean, staff went out of there way to make sure our stay was 1 never to forget.
T. C.Good room, and generally nice place - sadly let down by wanting to charge £15 a night for wifi - many hotels, and even budget hostels are charging nothing, or a lot less for wifi!! and £2 for a warm bottle of water they have left in the room.
A. U.Love this place been twice. Spa treatments are great. Went with hubby and thoroughly enjoyed. Room was neat and spa always clean.
A. P.Room described as cosy, was extremely small. Breakfast was inconsistent each day and waiter kept forgetting our orders, had to get up and remind them of it.
D. A.It was ok but service is not as it was before! So many room for improvements!
J. T.Excellent place to stay.
The staff is great, the place is really nice and the food is really good.
I recommend trying the cocktails in the bar and to enjoy the music.
All services are great!
O. M.Spa is good however if you try the late night spa the Dj is very rude. Ask for a song and just insults you back. Most of the grime he was playing just hypes the crowd and causes tension. We asked for fade by Kim blee soul music and jubel when he was playing a bit of house told us it wasn’t a jukebox and no I’m not playing. Won’t be coming back here for drinks. Didn’t feel accepted in here.
C. S.Very nice hotel in a nice location....5 minute walk if that to Westfield Shepherds Bush...Nice staff members and very nice room spacious clean and very good layout. Only downside is the on site parking. £34 for 24 hours I don't see how that is justifiable.
J. T.Spa staff rude and neglectful. Badly organised unfortunately. The reception staff amd hotel however were splendid. Would have liked more choice at breakfast such as hot food.
r. b.AVOID Shockingly bad, below minimum standards for any hotel. No water at night, and then only cold in the morning. I had to leave with no breakfast as i waited 45 minutes for an omelette (a 3 minute meal).
K. E.What a fabulous Hotel. Clean,very friendly staff and the Spa was amazing. Would definitely go back.
S. S.Great hotel very clean and plush rooms free WiFi all your needs are catered for including 24hr food to your room. The hotel has a spa etc but these are extra. The hotel has a restaurant and bar but can be expensive but hay this is London!
J.Lovely hotel, great staff & great service. Not 5 stars this time, as we were woken early by drilling sounds and men sorting out a blocked drain under our window.
M. M.Some of the rooms are very small and my colleagues had a number of problems. My room was ok though. Good for a couple of nights business trip but not a place I'd choose for a personal visit
L. Š.One of the best hotels I have ever been too! The bar in the lobby is great, very reasonable prices for location and for type of hotel!
R. H.Big room. Nice bathroom. Good restaurant atmosphere. ..I saw that they organise parties there. ...but the food was strange. .It was American style, so it looked so banal. .great room service!
A. S.Rooms are nice, clean. The spa in the hotel is amazing. I have really enjoyed my time over there
R.Great hotel... Easy valet parking (must pre book). Lovely breakfast. 10m walk to Westfield shopping centre and Kidzania. Couldn't fault the hotel.
F. P.Trendy hotel just of the Shepards Bush Underground Station. About 20 mins outside downtown London on the central line. Shopping and food nearby. Outside of hotel is bit dated, but rooms and amenities inside are excellent. Do not judge hotel by it's exterior looks. Overall experience was excellent but be warned any of the free extras associated with the K-Club membership will not apply if you book via a discout travel agency such as Expedia or Hotwire.
M. P.I stayed at K West Hotel & Spa just for one night. At the beginnig I had some problems at the reception but overall the experience was positive and I would reccomand this accommodation. The breakfast was really good and you have the possibility to choose between the continental and the english one.
I. F.My wife and I had a lovely day at the Spa. Very clean, quiet (it was a Friday though) and staff super friendly. We will definitely return.
T. R.Love this hotel for learning delivery sessions. Fab spaces with windows that open! Beanbags and constant refreshments. Fabulous lunchtime food. Recommended to all facilitators.
J. W.It should be better but lots of little things drag it's score down like plugs in the room, usb ports are low voltage, breakfast is slow, curtains don't work with TV layout, couldn't connect laptop to WiFi because of WiFi noise from connected TVs etc. Small but ignoying things
J.Good location, nice rooms, but yes could improve their cleaning. Had a good stay overall.
C.Very helpful staff. Arrived early from our transatlantic flight. We were able to check into our room early, freshen up, and explore the city.
M. H.Maybe not the best hotel anymore but always with the good cocktails
I. R.Very good hotel. Nice location, really close to Westfield and the Olympia London. The rooms are big, comfortable and clean. The bed is simply huge.
G. W.Fantastic location. 5 minute walk to Westfield and shepperds Bush on the central line. Staff very friendly. Room clean and functional without feeling luxurious. Would definitely recommend to friends
C. A.I have stayed here several times, a great boutique hotel. Only 5 minutes walk to nearest tube station . A good choice of food and the bar had a great atmosphere at night
T. C.The spa was amazing. I had Sally as my massue and I feel great. She deserves a raise!!!! We want Sally
T.MISLEADING at booking. The hotel is a hotel & spa yet the spa is not included in your stay! When expressing our disappointment to the reception team our comments were dismissed. Will not be staying at this chain of hotel again! Poor service!
D. R.This is a good hotel for the west of London. With a good breakfast. Didn't do any of the spa activities, has a nice breakfast.
e.Nice hotel, good rooms and massive bed! If your booking says includes breakfast, it does but only the continental. Full breakfast is extra £
P. S.Comfy rooms, very close to westfield shopping mall which is great.
Breakfast is satisfying. Nice location for exhibitors at Olympia expo center, 15 min walk
M. K.DISCRIMINATION! That's the best adjective for this place. Offered a day spa to a friend of mine which was refused due to his medical condition. As excuse member of staff claimed it could worsen his condition. Beyond embarrassing it's disgusting their attitude. I am absolutely shocked and upset. Filing complaint!!
O. J.Absolutely loved this place! The rooms were huge and the breakfast is possibly the best I have ever had
F. Z.Comfy rooms, very helpful stuff. Quiet surrounding with easy access to underground. Places to eat around and along the roads of Shepard's Bush station.
o.Great place to take ur wife to chill
T. A.Amazing atmosphere, rooms are impeccably clean and the staff are kind, catering and always ready to help. A bit on the pricey side but well worth it
R. R.Staff managed to upgrade my room which made the stay alot more pleasant. Will defo be back
T. X.Lovely hotel, I would definitely recommend
J. S.Nice hotel in the centre of Shepherd’s Bush
k. j.Good location for train. Clean comfortable rooms. Would have been 5 if staff were a little more friendly and informative.
A. C. 2.My experience was very poor as had booked a premier room. Noisy and they did not clean my room even though out early and back late afternoon. Very poor experience.
A. M.Great Service, lovely room & wonderful food. Great price and location, easy access to tube lines.
M. A.A remodeling will be nice.
I. B.Nice Spa. Must book your 1hr. slot in advance
M. L.Massive room with a very comfortable bed. Incredibly long corridors. Breakfast was delicious but the service was slow.
M. M.Good hotel. With some extra attention to small details (maintenance, room amenities...), it could be a 5 stars hotel. However, highly recommended hotel with friendly staff.
G. P.The worst experience of a spa and hotel I've ever had. Had food poisoning...from the room service food. The manager said they would look into it and be in touch... and I never heard anything. Terrible experience..
G. A.Good value spa day, lovely lunch included.
A.Brilliant venue for meeting up drinks or afters plenty of luxurious lounge areas to relax, usually a DJ playing enjoyable sounds , friendly bar staff and overall great facilities.
D. B.Beautiful and young hotel, staff is super friendly, rooms are nice, the continental breakfast could be better but you can upgrade to the cooked breakfast
M. T. G.Spa day here was amazing!
J. S.No complains at all nice place has a lovely spa. Rooms are nice. Fantastic breakfast
J. D.The staff here couldn't be more helpful. I had an issue with my room and they had no capacity to move me, due to the issue I had the worse night sleep I've ever had in any hotel. If I didn't have the issue I would have rated this hotel a 4 or 5
T. M.Really nice hotel, decent food and rooms. Massive comfy beds and decent spa/gym facilities. Will be coming back!
L. S.Lovely spa day which included lunch. Staff very polite with outstanding customer service. Great facilities
S. H.Very bad hotel, Service not available like a Jacuzzi bath and other services available at the Bocking site, Breakfast not good, Bath room dirty, Wastewater always floats upward, It may be the last time I live in this hotel, The price is very expensive compared to this hotel.
J. H.Amazing hotel and facility's, staff are so polite and the rooms are outstanding. Would definitely recommend staying here.
A. H.Nice modern hotel. Friendly and attentative staff. Not giving 5 stars as the old restaurant menu was much better.
S. V.Stylish hotel well-located for music venues and shopping malls. Decent sized rooms and we'll equipped fitness suite.
D. B.Staff friendly, communal places generally clean and modern but rooms suffering from lack of renovation or even maintanence. Restaurant really poor recently as staff have changed for the worse.
C. S.Fantastic hotel and amazing SPA! Received a very good body massage and sauna was a dream come true! Highly Recommended.
E. G.Great place for a weekend. Clean and quiet. Helpful staff. The breakfast is nothing special but for three mornings you can take it.
A. K.Although stay was lovely, it was completely let down by the customer service the man at the desk was very rude and short tempered when I was enquiring about certain things. Unfortunately I would not stay there again!
J.Gorgeous hotel! Definitely recommend a stay here. Lovely bar and great breakfast in the morning.
M. B.Stayed one night prior to flying out of Heathrow. Enjoyed the chill room in the spa, but was unable to book other services.
H. N.Friendly, good atmosphere in addition to the price and a quite good location.
It’s wasn't clear the included breakfast option was just continental.
F. A.Great stay, staff are 1st class.
E. M.Lovely quirky afternoon tea, the tea itself and the savoury elements were amazing, as was the panacotta - only thing that wasnt perfect was the slightly hard/dry mini scones
M. J.The décor of the hotel's reception and the bar looks a bit dated. However, the spa facilities are great!
T. O.Just awful awful service from the Spa. Truly rude and tried lying multiple times to try to make the fault look like it was with us and not them. I honestly have no idea why anyone would ever book anything with this place.
a. n.Excellent spa facilities and treatment rooms, staff very helpful and friendly. Would recommend an afternoon here to unwind
S. W.Great hotel, big tv at room, clear. One think only - entering to SPA area should be free after 20 for hotels quest.
J. B.Wonderful spacious rooms. Very large comfortable bed. Bathroom needs updating to make it luxurious
R. C.This was a very enjoyable stay spa was also very good.
N. “. P.Great modern hotel, lovely rooms, lovely breakfast and friendly staff. Perfectly located for Shepherds Bush Empire and other sites.
J. B.Very nice hotel spotlessly clean nice rooms bigger than it looks and 5 mins to tube and bus station
M. K. D.The visit so far is good and I really like their continental breakfast it's not very big but what they offer is really good.
V. H.Rooms were great! The bed was far away from the door and I enjoyed the dark out curtains.
勝.Great rooms and services. The only minus is the lack of information.
E.g. What's included in the breakfast. When and where is the Spa treatments planned.
N. Z.A home away from home away from home away from home! The spa had many wonders including a mouldy, flaking ceiling that had been dutifully kept and lovingly cared for from the original spa of medival days, some five hundred years ago.
J. S.Wonderful spa service, had a 60 minute neck and back massage+ very nice chat, the therapist was very attentive and friendly
D. S.Clean Comfort convenience location,close toTube. nice area around hotel - residential
staff are very attentive.
C. A. N. A.I stay each week. There was a group of rooms running and having a party
E. L.Really enjoyed the hotel and the spa - a haven in Shepherd's Bush. Would recommend to anybody who wants to relax after a shopping spree at Westfield Shopping Centre
H. M.Lovely rooms, breakfast was a bit hard work and had too wait a while as it wasn't self services
D. N.I had the scalp and neck massage. It was £65 for 30 minutes. It lasted just 15 minutes.
A.Awful customer service. Great location
In restaurant took ages to get seed staff were busy having chats than servicing the 3 customers in the restaurant.
When I complained I got no sorry just excuses.
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