Alicija at check in was the most welcoming hotel staff I have ever met 👼🏽 I made a very last minute booking and she accommodated my special requests as soon as I checked in. She was very empathetic and on hand whenever I called. My check in with her was the highlight of my stay as I felt at home instantly. If the hotel manager is reading this then I hope he can pass this on to her and consider promoting her to co-manager ☺️😅 The room: very quaint and cute. If you like Downtown Abbey then you will be overjoyed to sleep in the room 😅 The bed was comfortable and I liked the toiletries in the bathroom. They were all evidently high quality products as my usually sensitive skin reacted very positively to the body wash and hand wash. The area itself is so beautiful and one of the most affluent and safest of London so do not hesitate to book if you’re worried about location.

The man at checkout was very abrupt and came across as very cold. The door of the bedroom had a gap so you could hear anything from the corridor. Maybe they should replace the bedroom door. The shower had a curtain only instead of what was formerly a glass door. Water went everywhere as a result.

This is one of those few occurrences when I'm a bit reluctant to write the review the place deserves, because of being afraid that the hotel will become too popular and will raise prices :). I came here to visit Kew Gardens and the hotel's location is ideally suited for that, just 5 minute walk from Elisabeth gate. I was met by an exceptionally kind lady at reception who made me feel right at home. The room was luxurious and comfortable - this has been the first time I've actually stayed in a room which is shown in hotel's publicity pictures. There was an extensive minibar in the room, which I did not peruse, and a great coffee machine, which I did. And an apple as a tasty welcome snack for the guests was very kind touch.

Did not have any serious qualms. The worst that could say was that access to some rooms are not step-free, so if you are concerned about that you should warn the hotel beforehand to get a room without steps. Did not have a chance to try the breakfast.

Location suitable for visit to Kew Gardens. Comfy bed, shower worked nicely. Good breakfast. Friendly staff at reception and in the bar and at dinner.Mandy did a good job on our second evening, as the local Rotary Club also had a dinner booked in the restaurant, so we eat in the bar, which was ok. TV on but was using subtitles, so the football did not disturb us.

A little noisy at dinner both evenings, but food generally good, but serving a fish dish in a bowl, made it difficult for my wife to remove the fish skin...! The time of the year when you could expect ants in old buildings and this was the case with the bathroom. No extract fan in the bathroom or grab rail in the bath/shower area. My wife had recent hip replacement and would have looked a grab rail for her peace of mind while showering. We don't od baths as we both have difficulty entering and exiting from a bath at our ages.

Our stay at the Coach & Horses was exceptional - an ideal location on Kew Green with proximity to Kew Gardens, the Thames Path, and mutiple transport options; a characterful pub atmosphere with great food and with well-furbished & pleasant rooms; a brilliant staff group who were friendly, helpful and approachable - were always able or willing to assist. Our Hypnos beds were amazing. Special mention to Alicja with her warm welcome following long flights & accommodating our early arrival - her exuberance, friendliness & attentiveness throughout really enhanced our stay (and for a lot of other guests I'm sure!). Would love to come back!

There was little to dislike. I only raised an issue at reception to hopefully prevent damage at the hotel - the venting fan in the bathroom didn't function & there was some evidence that moisture was starting to impact skirting & boards.

Fresh milk in room fridge: HOORAH! So NO wasted plastic/opening 6 sachets to get one c of tea and spluttering most in the air or over oneself! Young's chain also recycle their kitchen oil to make 'green' fuel. Good for them! Excellent location on Kew Green, opposite The Gardens, with free, secure parking. Aleshia, Reception, could not have been more friendly and helpful. The Housekeeping girls were also cheerful and ready to assist - they helped me figure out the coffee machine. A good-sized double room. Fridge, kettle, coffee machine - all good. Will be staying again.

Blinds in room a little shabby but I understand they are planning some refurb this year. A wee bit on pricey side for one @ £155 (inclu b/fast), weekday in March.

The staff were very friendly and helpful, especially Hannah who made me feel welcome and helped out with any requests I had. The food was amazing, and a good price for what you got. The burger and chips was so good I had it two nights in a row! The location of the hotel was fantastic for my planned trip to Kew Gardens, and it was easy to find. Everything in the hotel is easy to find (hotel reception, toilets, rooms) as they are clearly signposted. I tend to avoid using hotel shampoo and conditioner as they usually dry my hair out, however the ones here not only smelt glorious but left my hair shiny and silky. Everything about the stay was great.

There was some wear and tear to some of the furniture in the room.

Located in a great place near Kew Gardens with easy access to London. Secure parking, ease of check in. Clean rooms, need a little bit of attention, but the style, colours used and decor was lovely. Comfy room, quiet and good mini break station with biscuits with individually written labels…nice touch! No extra costs for room service, but staff tried to charge us twice for the food delivered. This was rectified & apologised for. Had dinner in the pub, it wasn’t busy considering the time of year, but food was good with little waiting time.

The service in the restaurant side of the pub was casual, the waitress sloshed about in Ugg boots and was indifferent, a little disappointing. The room was cold when we arrived and we needed to ask for a heater, twice. Sitting in a cold room in my coat was not a great start to the weekend.

We have just returned from a wonderful 2 night stay at the beautiful Coach and Horses. We were greeted by the welcoming and enthusiastic Alicja. Her attentive manner really makes you feel welcomed, she remembers little details about you, and she has an amazing sense of humour. It makes such a difference to how you feel staying in hotel when the staff are so friendly and polite, and despite being extremely busy there was always time to acknowledge the guests. We were pleased with our room, very quiet considering the height of the planes flying overhead. We had a delicious breakfast and whilst we didn’t get chance to eat here the restaurant was always busy the food must be great all day. The proximity to Kew Gardens is the reason why we chose here, but transport links mean you are close enough to central London that you can travel most places with ease, which is why we shall return next year.

Heavy duvet covers, but very much a personal preference.

Location was excellent as we had planned to visit Kew Gardens (just across the road). Short walk from the train station (about 15 minutes) but there was a car park if you were driving. Lovely pub which had a cosey and good atmosphere. Staff were friendly and very helpful. Food was good especially the breakfast, set us up for the day! Although Heathrow Airport isn't far away and there was a lot of air-traffic, never noticed this in the pub or rooms. Lovely part of London

The lack of a working lift could have been an issue for those who were less mobile. Wasn't an issue for us. Serving breakfast a little later (maybe 10:30 rather than 10am) to accomodate those on holiday rather than just commuters

We love this hotel and returned because of Alycia she was so helpful last year and this year we managed to see her again. However it’s evident the amount of staff is less than last year and at breakfast there was only one person taking orders and serving not fair on that person . The last morning he had some help but there were more residents and that was the slowest breakfast and drinks not a great experience for the staff or residents, A lot of apologies made.

Just more staff serving at breakfast time.