great location to getting into london on train . very good service . breakfast and dinner 10 out of 10.very good room service / reception 10 min walk into kingston . nice town centre . well done to all the staff and management.

We are a same sex couple. We booked the hotel and paid in full up front through needtoescape. When we checked in, the desk person harassed us to have twin beds instead of the double we had booked. Then they asked for my credit card to hold some money for the stay. I have come across this before, so I handed over my card. When he handed me the card machine to put in my PIN, I saw that we were being charged in Australian dollars and not British pounds... I believe that by law, i have to be asked about doing that first. In addition to that, the amount of money I was being asked to put on hold was approximately $300AUD! I don't generally have that kind of money hanging about in my account. So I told him that I needed to access my bank and ensure that I had that money in my account, and that I wanted it done in British pounds. I was told that I couldn't have access to the internet to do this, and that o stay, I had to allow the hold in AUD. I refused. In the end, he allowed us to not put the money on hold and gave us the key.

Since we had arrived in the evening, and we were hungry, we asked what time the restaurant opened, to be told that it wasn't open that evening, despite the fact that their website states that the restaurant is open... yes, it was between Christmas and New Years, so we accepted this, and asked where else we coud go, to be told that all we had to do was 'go down the road'. We then asked what time breakfast began, to be told that breakfast was an hour later than stated on their website the next day... what we were not told at that point was that the restaurant was not going to open at night until the 2nd January. We arrived on the 27th December, and were leaving on the 4th January. This was not stated on their website, nor were we told this until we had been there three days, and we directly asked someone when the restaurant would be open again. We were also not told that during that time,the breakfast would be an hour later than advertised as well. One of the reasons we stayed at this hotel was because they had an early breakfast and an on-site restaurant.

The second day we stayed, we returned to our room to find that there was only one towel for the two of us. The third day we stayed, we returned to the room to find that all of the toilet paper had been removed from the room.. on the fourth day,we went down to breakfast and discovered hairs in our food. We decided to check out at this point, and spoke to the duty manager, and we asked for a refund for the days we had left. The duty manager said he would get back to us in a few days. Two weeks later, after not hearing from him, I emailed the hotel to be told that he had gone on holiday, and they would get back to me. Two weeks after that, I emailed them again, to be told that since we had booked through Expedia (we didn't... it was needtoescape), we had to go through Expedia to get any money back. I then went to the Consumer Group here in the UK, who told me that since the hotel is the supplier of the service, it is the hotel I need to ask for a refund through. I have emailed the hotel AGAIN advising them of this, and after a week, I have had no response.

I checked this hotel through Trip Advisor before I booked it. I am pleased that others have had an excellent stay, however, if you are a same sex couple, steer clear of this one!

Great Location, very close to Surbiton train station (express train will drive you towards Waterloo in 20 minutes) and to lovely Kingston shopping center (I could reach either Surbiton/Kingston train stations within 15 minutes walk), with plenty of nice shops, bars and pubs on the river.
The cleaniness in the room was superb.

We have often stayed at the Antoinette as our daughter lives in Surbiton and have never had a problem before.However,last weekend we stayed in a very large double room with a very small double bed. We are not big adults by any means but had a very bad nights sleep . In the morning we measured the bed and found it was only 4' wide. As the hotel was by no means full we are totally baffled by this allocation of room.We spoke to reception and they moved us for the Saturday night but I spent all day Saturday with a bad head which spoiled our weekend.
We found all staff very polite and helpful and have no issues with any other aspect of the hotel
including the excellent breakfast.We will however be very careful about the type of bedroom we are allocated if we book with the Antoinette again.