1880 at The Bentley Kempinski in Kensington and Chelsea

We were rather disappointed with our pre-booked Champagne Afternoon Tea. We were unable to book a time of choice. When we arrived at our allocated time, the staff seemed unaware we were coming, we had to wait 15 - 20 minutes for our table to be set although several were available. Service was slow and whilst the food quality was good, I wouldn't say the portions offered were particularly good value for money. Whilst the decor was nice, the atmosphere was spoiled by a foreign lady being in loud conversation on her phone for almost the full duration of our meal. When my friend (a disabled gentleman) and I were directed to the toilets on the floor above, a member of staff suggested we should use the lift, however he didn't accompany us, and we discovered the lift wouldn't move without a staff card, so had to struggle up the stairs anyway. Overall, rather disappointed 😞PS. I didn't realise at the time, so am seething now I have. There were 3 of us, but I'd actually paid for 2 x vouchers for 2 persons, which I gave to the waiter on arrival. Apart from the 4 glasses of champagne, we were only actually served afternoon tea ie, sandwiches, cakes and scones for 3 people !!!! Argh !

The Lobby has 5 Fatalistic Glass Chandeliers. We Had Afternoon Tea. The Sandwiches Were Made Fresh To Our Requests Very Nice Selection of Cakes & Warm Scones. Staff Friendly and Helpful.

Worst hotel ever! Honestly I understand why it is always empty. I booked a spa overnight break at the hotel, but due to potential Covid exposure I had to call last minute that I could not attend, and if I could re-arrange. I have since tried to rearrange, and they now state it is un-amenable. Stating I needed to have sent my medical report during the period, but it is now too late. Therefore my money has gone to waste.Even worst is I had terrible customer service, while I was trying to arrange a day to attend the break, the spa team, was so rude and lacked accommodation and seemed irritated by my request for specific dates and times.I will never book this hotel again.Terrible customer service. Plus definitely not a 5 star hotel. POOR.

What a scam and waste of time!I’ve called to book in a spa session, been confirmed for the next day. Arrived to the hotel, after waited for almost an hour, I’ve been told no therapists are available and they really sorry…Offered a different day to rebook my session, but who would trust after all?I would expect a bit more of more responsibility and professionalism from a “ luxury “ 5* hotel…

Got a package deal from my daughters for afternoon tea and spa - which was splendid. Tea and sandwiches were excellent along with the service from the staff - highly recommended. The issue begins when we went to enjoy our spa session which had been pre-booked. Upon checking in for the spa we were told that the booking had not been paid for - we explained the situation that this is from a third party vendor but they weren't budging. The deputy manager, Dominique, said that we wouldn't have access until we paid - we then showed proof of purchase and that even showed them an invoice - still nothing. Decided to call my daughter who had to take over an hour of her own afternoon to call the company, the company said that this the invoice had been processed and payment would be made - still not sufficient for Dominica. In the end we had to pay for a second time, which in my eyes is disgusting. This situation made me feel humiliated. I work in customer service myself as a professional, and I know this isnt how you treat a customer. Ruined day thanks to one person in particular who failed to be reasonable. Massage was lovely though and the masseuse completely understood the situation and felt embarrassed for us. Dominca gets 0 staff for lack of professionalism and poor treatment of her customers. My advice would be to go on a course to help you improve this. Disgusting treatment.

Used to be a great hotel. Stayed here on the 30th December 2021. The hotel is beautiful but it is clearly no longer a 5 star hotel for service. Worst dinner service we have ever had anywhere. Some of the staff have had no training. Not their fault, the management need to sort this out. Think twice before booking.

Visited the Bentley hotel today for some afternoon tea. We was pleasantly greeted by the hotel Hosts and taken to our seating area. Naomi our host was excellent and very attentive throughout the afternoon and went out of her way to look after us . We enjoyed the sandwiches, scones and the selection of cakes, as well as the teas and coffee. Overall a great experience 👍🏽

Looks glamorous from the outside but shows it's age. Mix up at check in that was soon sorted. Sockets in room were loose, phone didn't work and short staffed.. Staff were friendly but the overall experience didn't match up to the 5 star rating.

After a two hour journey to London we arrived and there was no record of our booking. We then waited 1.5 hours for our starter whilst people that arrived after us for afternoon tea were served immediately. Our main course came out in sufficient time but they left us sitting with our dirty plates for a long period of time whilst they continued to serve the afternoon tea people who were coming and going whilst we continued to wait. In the end we were so fed up with the whole experience we asked to have our desserts to go as we had been in the restaurant for 3 hours by this time. Not the enjoyable experience we had hoped for. Won’t be returning.

Had a lovely champagne afternoon tea with my wife here to celebrate our wedding anniversary. The hotel staff were all welcoming and pleasant, and very attentive. They were checking in regularly to make sure we were happy but not to the point where we felt we were being disturbed. They were accomodating of our dietary requirements. The host actually double checked when we arrived and made sure the kitchen staff were aware. They had a decent selection of teas/coffee available, the sandwiches and desserts were all nice and had good flavours. They actually held the scones back to keep them warm until we were ready for them, which was a nice touch. Overall an enjoyable relaxing experience, and a great way to spend our early afternoon.