Nox Kensington

We went to Nox Hotels Kensinton in 2023. It was a so so experience. We were not able to use our credit card, so we had to pay our deposit in cash. When we left the hotel 3 days after, we were assured the deposit would be returned to our bank account. It is now 2 years later and after 3 attempts it is now clear that they are not willing return the deposit to us. The way Denis Anderson has treated this case is shockingly rude. So be advised: this hotel is not trustworthy. Clemens Huis in 't Veld from the Netherlands.

TLDR: Beware!!! Nightmare hotel!!! Multiple MICE in disgusting room (see pictures)!!! Staff (night team member Ahm** and manager Den***) are horrendous and displayed incredibly ra*ist behavior, as an AfAm woman visiting the UK for the first time. Den*** specifically mocked me by snapping his fingers and rolling his neck around like a caricature (I speak with my hands) in our dispute over the quality of my room. A truly, deeply traumatizing experience that almost ruined the beginning of my vacation in London. Thank goodness for credit card purchase protection. Long Version: I checked into this hotel at around midnight and immediately experienced rude and dismissive behavior from Ahm**, the night team member. The hotel itself was in poor condition, with mold, dirty floors, exposed dishes in low cabinets, packing tape over the baseboards, sticky traps in kitchenette. By 1am, I saw a mouse run into my room. Let me tell you: this mouse was not scared and had been there before. Lights were on, noise was being made, water running…ran in like nothing was happening. Ran in the room like, “hey bunkie”. Finally ran back under the door to the hall when I stomped toward it with my foot. After notifying Ahm**, he literally said “right yeah, so what do you want me to do about that.” He refused to move me to a different room until the manager arrived in the morning. By 2am another mouse appeared, and despite multiple requests, Ahm** laughed off the situation, AND CALLED THE POLICE when i rightfully expressed frustration (I wasn't yelling or physical in any way). The police say to me, “I understand you don’t want to be here. He’s refusing to give your money back. There’s not much you can do other than go to a different room”. I tell them that’s what I asked for in the first place!!!!!! They asked Ahm**, “why don’t you just move her to a different room, it’s the least you can do”. He insists there aren’t any. They ask him to check again. MAgiCallY, a room appears, and we sleep there for the night. In the morning, I call the front desk looking for the manager. Front desk woman tells me, “you need to leave that upgraded room immediately. You didn’t pay for it, and there are guests that need to check in there. The manager isn’t here”. I go outside and ask the cleaning staff (who were truly the only polite, friendly employees at the hotel) is the manager here? The lady says, “who, Den*** ? Sure, he’s downstairs in his office.” Den*** says, “you've been reported by the night staff making a drama at reception, which we do not appreciate.” He told us that we would only get a room of identical quality in the same building infested with mice, and “zero refund of any kind”. He concludes “I will make it very very hard for you...your drama has not paid off”. This statement came after he cartoonishly waved his fingers around and twisted his neck in a circular motion, to mimic the archetype of a ghe*to Black woman. Needless to say, I had to make last minute alternative arrange