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Reviews of Cranley Hotel London

4 out of 5
Cranley Hotel London
10 Bina Gardens, South Kensington, London, England

Reviews

5.0
Rating 10 - Excellent. 96 out of 1000 reviews" "
Rating 8 - Good. 174 out of 1000 reviews" "
Rating 6 - Okay. 177 out of 1000 reviews" "
Rating 4 - Poor. 220 out of 1000 reviews" "
Rating 2 - Terrible. 333 out of 1000 reviews" "

5.2/10

Cleanliness

5.8/10

Staff & service

4.2/10

Amenities

4.6/10

Property conditions & facilities

4.4/10

Eco-friendliness

Reviews

2/10 Terrible

Colin

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
When booked, the pictures made it look fantastic.. My room was old, dirty and worn out (room 103). Curtains were tatty, carpet thread bare, unable to open window (cracked glass too). I went down for breakfast, no cooked breakfast just some Toast and cereal.. No where to sit. No organisation or staff to help.. No Bar in the hotel(says there is on the website) so I checked out early with no breakfast. (no coffee facilities in the room either. Asked for a printout receipt (no paper in the printer).. Lovely area to be based though..
Stayed 1 night in Apr 2024

6/10 Okay

Thomas

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
Great location of the hotel. However, the hotel wasn’t what I was expecting. It wasn’t clean with the curtains having stains on. The bedding was okay although only one pillow per person. The rooms curtains were falling off. In addition there was water marks and stains on the paint, also the carpet had rips in etc.
Stayed 2 nights in Apr 2024

4/10 Poor

Sophie

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
What was unique was how rude the staff were..... what was bad was you could not lock the bedroom door so anyone could get in. The toaster is broken guys - just get a new one - or don't offer breakfast which was terrible. My room was pretty damp with rotten wallpaper and the water was not hot. I could go on. There was nothing good - except leaving!
Stayed 2 nights in Mar 2024

6/10 Okay

Elizabeth

Stayed 1 night in Mar 2024

2/10 Terrible

lucy

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This is the most disgusting hotel I have ever had the misfortune to stay at. THIS SHOULD BE REMOVED FROM YOUR SITE - the pictures are nothing like those displayed on the website.
Stayed 1 night in Mar 2024

2/10 Terrible

Paul

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

2/10 Terrible

Dan

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is terrible. Do not waste your money. Exterior of property looks very good! However, inside is run down and dirty. I'm unsure where they got the picture of the executive room, but its definitely not from this hotel. I paid for the executive room. Wow. Dirty carpets, bugs walking around the edge of the room. Stains on floor, walls, mattress. Room was incredibly hot and not able to turn it down. no tea/coffed available in room. Breckfast was a joke, unripened banana's. Cereal was soft and stale. Coffee was terrible, brown water no flavour. Toaster was broken, so just bread. The lady at the desk they called reception, was utterly rude and unhelpful. If i was able to find a hotel close to this, then i would of walked straight out and got a refund. Terrible hotel, need to get the inspectors back, if this was 4 starts, it was from 10 years ago.
Stayed 2 nights in Mar 2024

8/10 Good

Sonja

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
No hairdryer or coffee & kettle in the rooms. Breakfast was ok but basic. Need a new toaster. Otherwise good value for money and an excellent location for visiting London. Underground is walking distance away and there are take outs, restaurants and Sainsbury's, Tesco, M&S etc in walking distance. No smoking is allowed which is an extra bonus. Clean and tidy rooms. Will go again when visiting London.
Stayed 2 nights in Mar 2024

2/10 Terrible

John, Ottawa

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel requested a 50 GBP deposit upon check in and not one single employee could be found the day I checked out to refund this. A note at the reception desk said to leave the key and I would be refunded. 20 days after check out the hotel has NOT refunded me and they have ignored all my emails. Expedia is trying to get the hotel to refund this to me. Also: my bedroom door knob was lying on the floor outside my bedroom for my entire 15 night stay. I was told it would be fixed (attached to the door) but it never was. Also: I was told initially on arrival that an early check in would be 100 GBP but finally got that reduced to 20 GBP. Also: the breakfast "room" had a single 4 slice toaster for use by all the guests in the hotel. 2 of the 4 toaster slots stopped working 5 days into my stay and was not fixed or replaced before I checked out. Customer service is NOT seen at this hotel. BEWARE AND book elsewhere.
Stayed 15 nights in Feb 2024

2/10 Terrible

Angela

Disliked: Cleanliness, staff & service, property conditions & facilities
I’m aware you only get what you pay for … the hotel was very shabby and dated carpet in the room was threadbare rooms were very grubby and drab with a large air conditioning unit inn the room rooms were not serviced as stated there was no toiletries as stated no toilet roll it was very disappointing would not stay again they need to update description of hotel on site it really is false advertising
Stayed 3 nights in Feb 2024

4/10 Poor

José Manuel

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2024

4/10 Poor

Andrew

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Over priced nothing like the photos its being mis sold crap creepy rooms,its a £50 deposit and they take all your details and write them down. If you pay cash you get the money back when you leave. Stayed for 2 nights then moved to the Brompton .
Stayed 2 nights in Feb 2024

2/10 Terrible

Amber

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
DO NOT BOOK THIS HOTEL! You will have to pay a £50 deposit for a room key, the receptionist’s are rude and unapproachable. They wanted to write my card details down to keep on a piece of paper kept on the reception desk. The rooms had dirty carpets and furniture. Broken windows and the bathrooms were falling apart.
Stayed 1 night in Feb 2024

10/10 Excellent

Marie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely property, love the decor, room facilities are really good & is located in a really nice area of London.
Stayed 2 nights in Feb 2024

10/10 Excellent

Shinson Shaji

Travelled with family
Liked: Cleanliness, staff & service, amenities
Good staff and excellent breakfast. The only problem we faced was the heater was on all the time and the room was terrible hot. We informed the front desk and she said that the maintaince guy will come in an hour and he didn't turn up.
Stayed 1 night in Feb 2024

6/10 Okay

Andrew Proud, Zwijndrecht

Business traveller
Liked: Staff & service
Disliked: Amenities
Property needs some repairs, TV in room had no power cabl3, no remote, wallpaper was coming off in the bedroom, bathroom tap kept dripping, some draws were broken. Staff where friendly and kind. Furter the hotel is good to stay if you just need to sleep in the room.
Stayed 2 nights in Feb 2024

2/10 Terrible

Mechelle

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
This is the worst hotel I have ever stayed in
Stayed 1 night in Jan 2024

4/10 Poor

Wing sheung judy

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Never again
Stayed 3 nights in Jan 2024

8/10 Good

Edward, Amherst

Liked: Cleanliness
Disliked: Amenities
This was decent value for the money and I would stay here again. If you are picky, stay away. This is a budget accommodation. There were little things. My emails before my stay went unanswered. The heat in my room was permanently set to maximum and the control unit was broken. The lamp cord was frayed. I relayed this to the front desk and none of it got fixed. I didn't care that much, I still felt the hotel was good value for the money.
Stayed 2 nights in Dec 2023

8/10 Good

Maria

Liked: Cleanliness, amenities, property conditions & facilities
Very flexible staff
Stayed 1 night in Dec 2023

6/10 Okay

ABDULLAH

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities

2/10 Terrible

Ewa

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I get to my room at midnight and they told me was bathroom leaks!!! Room was awful!!!! As I added some pictures! Nobody even told me before they got a problem with the room!!!
Stayed 1 night in Dec 2023

4/10 Poor

Lord J.F.

Stayed 1 night in Dec 2023

2/10 Terrible

Martin

Stayed 1 night in Dec 2023

2/10 Terrible

Andrew

Stayed 1 night in Dec 2023

4/10 Poor

Kim

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Sockets barely worked, water pressure was non existent and the bed was ripped down the side.
Stayed 1 night in Nov 2023

2/10 Terrible

John

Stayed 1 night in Nov 2023

2/10 Terrible

abigail

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
They say this hotel is 4* but in fact it is more like a 1*. Reportedly comes with a robe, amenities and hairdryer, it had none in the room and they even looked confused when asked for a glass. They are charging people £50 deposit and not holding it but actually taking the money and also the state of the hotel and rooms was disgusting. There was any infestation, horrendous stains on walls and carpets and also did not have safety locks on sash windows. In all, it was disgusting, no female staff which was uncomfortable at times and did not provide what was advertised. The only good thing was the location!
Stayed 3 nights in Nov 2023

4/10 Poor

Gabriele

Business traveller
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
The property is in a great location with large rooms, but the state of it is not good at all and the owners/managers let clients down. Personnel was polite and obliging.
Stayed 1 night in Nov 2023

2/10 Terrible

Andrew

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This property was the worst I have ever stayed in! I will send in a separate letter of complaint dealing with the many issues this place has. The photos advetise this property must be ancient as they do not match the delapidated and filthy state it is in now
Stayed 2 nights in Nov 2023

10/10 Excellent

Zayn

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good Decent Hotel
Stayed 1 night in Nov 2023

2/10 Terrible

RACHEL

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Avoid at all costs. Vile. Filthy. Stinking.
Without a doubt the worst hotel I have ever booked. I didn’t even stay! I left and sat in the train station until 5:31 and got the first train back to Crewe. Not like the photos at all. The smell was horrific and when I took my shoe off I realised why. Carpet was sodden. Absolutely soaking. Bathroom floor also wet clearly a leak somewhere. Place was filthy. Absolutely filthy wall paper pealing off, mould everywhere. Absolutely vile. Avoid at all costs. Still trying to get my money back AND the £50 deposit they took without warning
Stayed 1 night in Nov 2023

2/10 Terrible

Aude-Marine

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Horrendous experience! Check-in: £50 deposit required at time of check-in (not mentioned at time of booking) completed via card machine and PIN. Receptionist wrote down bank card details including the numbers at the back. When challenged he replied that this was needed to do the refund of the deposit (same transaction he said would not be charged 2 minutes prior). 3 days after our trip has been completed there is still a pending transaction charge on my account for the deposit. Bank card has since been cancelled to prevent any use of my information by someone else. Room/Hotel: Dirty and unsafe! Broken thermostat so constant high temperature and high humidity. Damp patches on wall/ceiling and stains on carpet. Poor quality locks on door and window (single glazing window, room located on ground floor). Signed of creepy crawlers in bed the next day!!! AVOID AT ALL COST!!! Photos on website are not accurate
Stayed 1 night in Nov 2023

10/10 Excellent

Victoria

Stayed 1 night in Nov 2023

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disappointing
From the moment I arrived, I felt unwelcome. There was no one at the front desk, the gentleman was eating his dinner and was clearly annoyed I had come at this time. I proceeded to try to check in at 8.40pm to be told my room had no duvet yet, ‘it arrived half an hour ago but it’s still in the box’. Obviously being tired and it being 8.40pm this wasn’t the best news to me, and he wasn’t apologetic and didn’t say they would hurry to get it done. I asked to see the room, although somewhat wish I hadn’t. The room was just drab, the bedding looked crisp and the cleanest thing in the room. The curtains and carpet just room dust ridden and old. The bathroom had peeling paint and had clearly seen better days. I didn’t end up staying as I couldn’t bring myself to do it.
Stayed 2 nights in Nov 2023

2/10 Terrible

Scott jason

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel, was very dirty, wallpaper had been stapled back onto the wall, the tv wasn't plugged in and for good reason, the plug I found had melted, the carpet and curtains had stains, there was no sheet protector, with hairs under the sheets, there was a hole in the bed on the side, all of the chairs in the rooms had either holes or had been torn, the drawers only had one knob per drawer and it was falling apart, the bath had pink and black mould everywhere, the sink was leaking and the icing on the cake was there was no hot water or heating and when questioned, the the staff weren't willing to help and argued with my partner and still checked in guests without letting them know there was no hot water in the hotel. to save myself I decided not to have the free breakfast, as there was no hot water, so unsure how clean everything was so ordered a McDonalds, there was also no tea and coffee in the rooms and the in room fridge was on, but didn't cool
Stayed 3 nights in Nov 2023

2/10 Terrible

Anna

Disliked: Cleanliness, staff & service, room comfort
Stayed 1 night in Nov 2023

4/10 Poor

Georgia, Santa Monica

Business traveller
Disliked: Cleanliness, amenities, property conditions & facilities
This property is very shabby. The furniture is stained. There wasn’t any heat in the room in mid November. I asked them to turn on the heat they did give me a portable heater. Hot water in shower remained active for very short time. Not enough time to complete washing. They asked me for a 60£ deposit upon registering to be returned when I checked out. At check out they said it would be automatic. (We will see). How ridiculous, i could ‘t ruin anything in this dump. Too bad bldg and area have potential but has to be cleaned and updated.
Stayed 3 nights in Nov 2023

2/10 Terrible

Craig

Business traveller
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Nov 2023

4/10 Poor

Ana

Travelled with family
Disliked: Cleanliness, room comfort
Finish refurbishing then open
The room was not at all as in the photograph, only the bed was there and a horrible Air conditioner unit in the middle of the window. Unfortunately it needs to be redecorated which they are doing in the lounge (however it doesn't says anything in the website about the work being done, they should advise the customers about it. There was no reception if anything a table and a chair AND they charge £50 as deposit, just in case of losing the key??? The location is good and very close to the tube station, they didn't want us to leave our luggage for a couple of hours but we did by the door as one of the guys at reception said they didn't have enough room... one guy was very nice another not so much. The building once refurbished could be amazing.... but they should close down sometime to do so and then reopen.
Stayed 1 night in Nov 2023

2/10 Terrible

Jennie

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
this hotel was dirty, under construction. staff at entry desk rude, 1st room checked into was a storage room. had to change and was told room was an upgrade. radiator leaked on carpet. cracked walls. plaster falling down. didn't use shower was too scared. 5 day visit, checked out 1st day
Stayed 5 nights in Nov 2023

6/10 Okay

Diane

Travelled with family
Liked: Room comfort
Disliked: Cleanliness
Fading glory
Beautiful property, but not well maintained. My daughter’s room had no hot water & she was not the only guest complaining of that problem. A good carpet cleaning would go a long way to improve the appearance of this lovely old hotel. That said, linens were clean, beds were comfortable & breakfast was good
Stayed 1 night in Oct 2023

4/10 Poor

Eleanor

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very disappointing
When we arrived, the hotel was having their flooring re-done. We thought, “okay no big deal, just a bit of maintenance”. We were then given a room that hadn’t been cleaned or stripped since the last guest. They then swapped our room and we finally got in. Our shower didn’t have hot water, we didn’t have a hair dryer as listed in the amenities and it was quite dirty and very run down. One of the lights didn’t have a switch, and my bedside light didn’t have a bulb or lampshade. The other bedside light just didn’t work. Overall the hotel was run down and dilapidated. I imagine it was very nice in the 90s, but hasn’t changed at all since then. They also took a £50 deposit on arrival which I am still waiting to receive back. If I hadn’t been on a budget I would have walked out and stayed somewhere else.
Stayed 1 night in Nov 2023

2/10 Terrible

Dave

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
AVOID AT ALL COSTS- worst hotel experience of my life (and I am a worldwide business traveller) No way this is a 4 star hotel… 2 stsr at best and filthy rooms. As I checked in 2 american guests left days early and wished me ‘good luck’. Carpets on stairs to room torn, dangerous and taped down…. Room looked pike it hadn't been cleaned in years, bath stained and damp, telephone and tv didnt work, broken fridge and safe. Upholstery badly stained, tiles cracked in bathroom, black mold on shower guard, limescale covering shower controls (I was scared to use the bath). Skirting boards cracked and filthy, big crack in ceiling with internals showing… window frames filthy and rotten… torn chairs in hallway. I asked receptionist to change my room as i could not be 4 star… told hotel was fully booked snd all rooms of are of same quality. I checked out early morning … skipped breakfast as if the kitchens are anything like the rest of the hotel I wouldnt chance it. I have officially complained to expedia for listing this as 4 star and sent multiple photos to back up my complaint. This is the first time in 30yrs I have ever raised a hotel complaint, I am not a complainer normally. But if my review saves some people having the same experience as me I feel it is my duty to report it here. I am not the only one to post a poor review here. Check the others.
Stayed 1 night in Nov 2023

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Crummy hotel, not a 4 star or even close
Checked in for 2 nights and left after the first night. Not sure if bed bugs, I saw ants in the bed and the bathroom after getting up but I had bites of some sort on my arms legs and neck when I woke up. Went to the front desk in the morning and they offered a new room after telling me these marks were likely from some sort of food allergy. Emailed to try and get a refund as I had been due to stay for 2 nights.
Stayed 2 nights in Oct 2023

10/10 Excellent

Ivor

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Felt like home
Stayed 1 night in Oct 2023

6/10 Okay

adam

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Bed was comfy no hot drinks in room but I only went to sleepso god enough if you're washing and sleeping
Stayed 1 night in Oct 2023

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Do not book this hotel
Not a 4 star.. more like a one star. No hot water and No manager about . Worst hotel I ever stayed in London.
Stayed 2 nights in Oct 2023

4/10 Poor

Simon, Monaco

Disliked: Cleanliness, amenities, property conditions & facilities
This is NOT a 4 star property. Don't be fooled. It is not clean, it is extremely old (i am sure the 1970's were the hay-day for the hotel), and it is very tired. The "carpet" floor was sticky, the bathroom had paint coming off the wall and so on ...
Stayed 1 night in Oct 2023

4/10 Poor

Paul

Stayed 2 nights in Oct 2023