London · England
Safestay London Kensington Holland Park
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+ Subject Formal Demand for Immediate Refund and Compensation Dear [Name / Management], I am writing to formally demand an immediate full refund of the week of accommodation that I prepaid. The conditions provided were unacceptable, unsafe, and in clear breach of basic housing standards. The premises were unsanitary, with visible dirt and rodent presence. In addition, I was subjected to inappropriate and undisclosed mixed sleeping arrangements. I explicitly refused to sleep in mixed rooms, and as a result, my fully paid week was withheld. These conditions were neither properly disclosed nor acceptable under any reasonable accommodation standard. The combination of unsanitary living conditions and coercive pressure regarding sleeping arrangements is deeply concerning and wholly inappropriate. I require: An immediate full refund of the amount paid for the week. Appropriate financial compensation for the distress and unacceptable conditions I was subjected to. If this matter is not resolved within 48 hours of receipt of this letter, I will escalate the issue to the relevant housing authorities, consumer protection agencies, and, if necessary, law enforcement. I expect written confirmation of the refund process without delay. Sincerely, Elia Fernandes
- Rude untrained staff with no standards or manners. Unsafe and forcing people into mixed rooms
- First, I booked my stay online from the 17th to the 19th for 15 pounds per night, which totals 30 pounds. When I arrived, they told me the booking I made was for a mixed dorm full of men — I was the only female there, which can't be right because I can't be the only woman sleeping where all others are men. I asked for a female dorm, but they said it was full and refused to give me my money back. I then asked for the price of a single room, and they told me it was 50 pounds per night. Since I was staying two nights, that would be 100 pounds, so I paid the remaining 70 pounds to cover the balance after paying 30 pounds already. To my surprise, when they showed me my room, it had two beds and was quite small, with the bathroom and toilet outside. I checked out today and realised the room I stayed in actually costs 30 pounds per night, not 50. So why did they charge me 50 pounds for a double bed in one room when the actual price is 30? And why did I pay 100.2 pounds instead of just 60 pounds? And also when booking they should make it very clear that its mixed room Its was after paying that it was showing mixed What I saw when i was booking was just available rooms
+ I didn’t like nothing
- Its a very dirt place, shower all broken the water extremely hot, bed sheets very dirty, staff very unprofessional
+ Bad dirty
- Bad dirty
+ Bedbugs and lying burnt out stuff Dirty place wouldn't recommend to a starving dog
- The dirty bedding upon arrival Why would there be blood and food crumbs on clean sheets???
+ era un cuarto para 6 personas, con literas de 3, muy poco espacio para guardar maletas, locker suficiente para mochila, las colchonetas de las camas horribles, mucho ruido por las noches, personas ebrias en los cuartos
- limpieza nula, baños tapados, no servian, el staff no hacia mucho por resolverlo, personas ya muy mayores de edad en las instalaciones.
- This was one of the worst and most distressing experiences I have ever had. The location itself is already extremely problematic. The place is hidden inside a park, very difficult to access, isolated, and completely unsuitable for any kind of tourist accommodation. From the moment I arrived, I felt something was very wrong. This place does not function as a hostel at all. It operates as a shelter for people experiencing homelessness, and that reality is impossible to ignore. I shared rooms with elderly men and women, pregnant women, intoxicated individuals, and visibly unwell people. Many of them had not showered for days, there was a strong smell, and the overall environment was deeply uncomfortable and upsetting. People were constantly arguing, complaining, and expressing despair about their situation, openly talking about having nowhere else to live. This created an atmosphere of tension, fear, and emotional exhaustion. As a solo woman, I did not feel safe, welcome, or protected. To make everything worse, I was bitten repeatedly by bed bugs. I still have visible marks all over my body, which is not just disgusting but a serious health concern. No accommodation listed on a platform like Booking should ever allow guests to be exposed to this. I left feeling violated, shocked, and emotionally drained. If this place is being used as emergency housing, it should absolutely not be advertised as a hostel or hotel. This is not tourism accommodation, and presenting it as such is misleading and irresponsible. This experience affected me both physically and emotionally, and I would never recommend this place to anyone. It should be removed from Booking immediately.
+ Ubicación y trato del personal
- Viejo y sucio
- They have bed bugs.
- We didnt like nothing Staff not helpfull Never cleaned our room Bathroom without toilet paper we had to buy Will never go there A hell of stay Waste of money
Aktuelle Bewertungen
Steep steps for the 4th floor and no lift if you have big luggage, staff not very helpful or friendly, breakfast not worth the price
Meets all my needs
It would be great if there were a couple hot water kettles to use.
Very clean, nice neighbourhood, good pubs nearby, easy checkin, good vibes, just a little walk from buses. A bit hard to find, very thin walls (you would need good ear plugs - people slamming doors, yelling, laughing, stomping all night).
A Hidden Gem in the Heart of Holland Park I’ve stayed in a lot of places across London, but Safestay Holland Park operates on a higher frequency. The outside patio and garden offer a peaceful sanctuary that’s hard to come by in London, leading into a spacious, grand lobby that sets a great tone for the stay. The common areas and dorms are well-kept and looked after as well. Even when adding breakfast to the standard rate, the value for money given this prime location is exceptional. However,...
Had to accommodate myself unexpectedly, due to an emergency, and this was a perfect option, right where I needed to be very early the next morning, cheaper than a taxi ride across town and allowing me to get me some sleep quickly in the calm surroundings of Holland Park. And have a recommendation for budget travel.
Mattress was like lead, woke up in pain
Best place to stay in London nice and clean and also cheap and quiet good 👍
Dear Manager, I hope you are well. I am writing to share feedback about my recent experience at your hostel. I have been a regular guest and have always appreciated the service and atmosphere, which is why this situation was particularly disappointing. Unfortunately, I mistakenly booked my stay for Sunday instead of Saturday. I fully acknowledge that this was an oversight on my part. However, when I arrived and explained the situation, I found the response from staff to be quite unhelpf...
Camera privata da 3 e bagno molto spaziosi e dotati di tutto il necessario. Forse mancava qualche appoggio in più. Migliorare le indicazioni per l'ingresso soprattutto quando il cancello del parco è chiuso
private room with 3 seats and very spacious bathroom with everything necessary. maybe some extra support was missing. improve the directions for entrance especially when the park gate is closed
The girl with blonde streaky hair is the rudest human I have ever had the misfortune to meet.
An excellent hostel with all facilities required. Location is amazing. Staff are friendly and helpful.
The hostel is located in a central location close to may public transport routes but secluded enough in a park that you do not have to deal with a lot of crazy London traffic. The layout of the place is a bit confusing but I guess they do what they can with the space they have. The staff was very responsive when I contacted them by e-mail before my arrival, which was helpful.
My stay at Safestay Hostel was overall acceptable, but there were a few notable downsides. The alarm went off in the middle of the night for no apparent reason, which was quite disruptive. The coffee and food prices are comparable to Costa or Caffè Nero — very expensive — and I don’t feel the quality justifies those prices. The location is also challenging if you’re arriving with luggage, as it’s a very long walk from Holland Park station. Aside from that, it was ok.
Some noisy guests (men) outside cafe after 11pm kept us awake (female dorm en suite top floor new building). Safestay management really need to step up and knock that on the head. plenty party hostels in London they can go to. otherwise seems this place has improved alot recently compared to previous stays over the years.
Wonderful, amazing
Upon arrival my bed was dirty and had not been cleaned even though I checked in around an hour and a half after check in opened!
Very cold in the room
Great place to stay in London
I was in dormitory 018. It was freezing cold and there was no heating. I commute for work but there was also no hot water in any of the showers for that block. There was no forewarning about the situation, and nobody apologised about the fact there would be a ton of people who commute for work who will not be able to have a shower that morning. I own and rent 4 properties. I make sure that these properties are the same standard I would expect for myself as a guest or tenant. You don't ca...