Kensington Health Club and Spa at The Holiday Inn London Kensington

We spent a lovely afternoon at the Spa - using the facilities and having a massage. The Spa was in great condition, all the staff were friendly and helpful. It is a public facility so children's swimming lessons started up at around 3:30pm, but we had finished using the pool facilities by then so it didn't affect us too much. I can imagine we may not have had such a relaxing experience if we hadn't timed it the way we did! But a lovely day and great value for money compared to other London locations.

So disappointing… Me and my partner came for a relaxing day with a gift voucher and we were looking forward to enjoying this day together. The trouble began since the day before when I called the spa to book my massage and they couldn’t find my reservation. After several minutes on hold and after I forwarded my confirmation email to them, the lady on phone says that they only have 2 spots available, one hour apart from each other. After I insisted a bit they’ve magically been able to put us at the same time for the massage. On our arrival, surprise surprise, the pool was closed until 6.30pm. With the pool unavailable we went for the massage right away. The massage per se was nice but the room was dark and dated and not relaxing at all… After our massage we’ve been advised to use the steam room or the jacuzzi to loosen up the muscles. The steam room was really tiny and dark with already 5/6 ppl in. Not safe at all. The jacuzzi was barely fitting two people and afterwards we waited half an hour trying to get into the jacuzzi we gave up and decided to try the sauna in our changing rooms. Tiny like a hole, not hot at all as a sauna should be and there were clothes on the bench with shoes and socks on left from a customer. The overall structure was dated and poorly maintained. After this domino of upsetting experience we decided to take a shower and leave this horror spa! If you are a guest at the hotel and want to take 30min break, it might be acceptable. But if you need to book and pay for it, AVOID. I gave two stars to the treatment just because the two masseurs were nice and kind. Overall, 0 .

Facilities are old, only four lounge chairs, the whole time of our stay - 4h - there was a swimming course for kids going on and the pool was blocked, plus it was incredibly loud. The treatments were good but staff was not helpful at all.

Rather disappointing experience, i advised reception that we had been locked out of our hotel room and would be five minutes late. No compassion from any of the staff and the whole treatment was very impersonal we were treated like convey items at a supermarket. Unless we caught the staff having a bad day I certainly would not recommend the spa experience. We were suppose to have four hours in there they basically showed us the door once we had had our treatment. Waste of money massages are for relaxing not to feel that you have been misled for the package that you have paid for. Furthermore it was only after we paid on line, we were told that the sauna was not working as it so happens we were not even offered the jacuzzi or swimming!