The Montcalm Reviews 83

We stayed at the Montcalm, Piccadilly overnight, we had the most amazing experience. Wiktoria on reception was outstanding, our room was beautiful, it was a special occasion made all the more special by her attention to detail. We will definitely be back. Thank you

Applied for the role in marketing in October 2024, received a rejection in July 2025. Tells a lot about your professionalism, workplace culture and ethics. Doesn’t it?

The hotel is in a good location and has a spa and pool. So they have 2 of the 3 main things that make a hotel a great property. Unfortunately, the third leg, customer service leaves guests stuck in a 3 star hotel experience. Not allowing early check in or late check out. Unable to keep the curtain in the room closed during the day to keep the room from getting top hot once we return at the end of the day. Not allowing my teenagers into the pool area despite others having their young children in the pool area.
Called again to attempt to modify our stay starting in 2 days due to a major event cancellation that canceled accomodations elsewhere that were tied to the event ticket. They had rooms but wanted to charge me and wouldn't budge on the rate that was even remotely close to the prevailing rate for the rest of our stay. And this is how they treat a Lifetime Titanium I just can't imagine how poorly they treat others. This used to be a service industry, but unfortunately it's all about money and less about the service aspect. Just say no, because that's exactly what they will respond to you with any request

I hardly ever write reviews so the fact I am is saying something!..
My partner and I recently stayed at The Montcalm Royal London House (near Liverpool Street London) as was a treat for my birthday. We was greeted well and given complimentary drinks upon arrival which was nice.
Part of the package we bought however was that we had full access to experience the spa facilities (this includes pool, jacuzzi etc) although to our disappointment this was sadly not the case during our stay! We had paid for our one night stay, with the outlook of having a nice spa treat throughout the day, however the staff had allowed someone to take a glass drink in with them around pool side, to which no surprise fell into the pool and smashed everywhere!! This then led the facilities to be completely out of bonds due to cleaning this etc which we understand (for way over 24hrs) however they didn’t want to compensate for us having already paid for this included in our stay and just shrugged it off..telling us if we want to use a spa facility to go ‘round the corner’ which is definitely about a 30minute cab journey, and would have to make hassle paying for travel there etc when we was staying at our hotel?! Not only should this had been at their expenditure if so but non the less we had already reserved to go to dinner at the restaurant on the roof top with them prior, so wouldn’t make it back in time with travelling if had we decided this, although don’t think we should had been suggested to pay extra for a facility that was now out of order to use elsewhere!!?
My partner and I checked the following day regarding the spa facilities but was still not open to guests yet (and to our amazement a lot smaller than advertised also)..before we knew it it was time to check out, to which after us complaining at the desk was told upon next time should we stay again we’d get complimentary breakfast?!..so they’re basically saying we’d have to fork out more money on another expensive stay to not have guarantee of using the spa again..just to get barely £40 pounds off in the long run of all this trouble!
Of course we wasn’t happy with the turn out of this and felt was handled terribly for the amount we paid, so we sent a complaints email to which we are being told we shall get partially refunded for due to this which we appreciate..however we are yet to receive our £50 deposit back yet too so we’re not holding our breath until it’s seen back in the bank account!!
They told us upon arrival they needed to take a £50 ‘deposit’ for mini bar use etc in room which we get, but we noticed this wasn’t showing as 'pending’ but had been actually taken out of the account already!! When went to leave on 12/01/25 they said would take 3-5 working days to receive this back..well in our eyes this should be immediately given back as we had nothing from mini bar etc and am disgusted this is even a ‘policy’ as felt like just took advantage of and seemed wanted to brush off not giving this back to us..it has been well over 5 working days now and still no sign of this, feels like a complete scam!
Would Not recommend this hotel and shall keep chasing this up further until we get refunded the full amount promised + our £50!

Booked room via Booking.com for 3 nigfhts here in November, but unfortunately my wife was hospitalised, so wanted to postpone our stay! Tried many times to call, email both the booking service, hotel and Booking.com, but none of them want to help and simply refused! Don’t understand how a hotel can behave like this!

Ryan (Alper) has been amazing !!! Come to the Montcalm for a 5 star service 💫

I saw that I had a number of points in the My Montcalm app. I spent the next few days calling various international numbers, firstly the hotel, then Marriott Bonvoy, then Marriott Vacation club, this is how the path for getting rid of you. Marriott Vacation Club is especially difficult to talk to. Don't bother.

Worst possible service and I haven’t even stayed there yet!!!
Last week was my fourth attempt to cancel a reservation for December, well outside of the 24 hour cancellation period. My first request was sent by email on September 18th which has gone unanswered. My second attempt on September 28 was made using their online email tool. Then on October 07 tried calling the hotel directly only to have my call disconnected after being put on hold for fifteen minutes.

Yet again last week I have requested by email that they cancel my reservation. Still no response

I have screen shots or other proof documenting all of these interactions. In the event that, despite my best effort and using all of the tools available to me, I am ultimately billed for this stay, I will dispute the charge with my credit card company. My attempts are well documented and I have the documentation I need to dispute the charge with the credit card issuer as a matter of last resort. I encourage anyone in my position to call their credit card company to dispute if charged. That is my only recourse when dealing with dishonest service providers who regularly use deceptive business practices.. shame, shame, shame!

What a dreadful experience. Having booked a stay at the Montcalm Brewery via a travel site, I wanted to check my booking had gone through OK. So I went to the Montcalm website and couldn't get my reference and name to be accepted in their site so tried phoning the hotel reservations number only to get through to an Indian call center who quite honestly didn't have a clue and were impossible to understand due to bad lines and a very thick accent. Eventually gave up and started emailing having found 5 email addresses, some got returned and all others ignored, even tried the contact form on Montcalm website and got nothing back. Now I'm trying to get a refund as I'm unsure if these hotels even exist anymore and I'm very concerned its just a scam. Please do yourselves a favor and book somewhere else, don't get suckered in by a seemingly great price like I did

Booked the venue for a meeting. Room totally inappropriate and not fitting for our needs. Ended up crammed into a space way too small. Greeting at reception was awful, not set up for meetings at all. My guests were appalled. I was appalled. It’s the Montcalm! And the price is not cheap! I had expectations. They were NOT met.

Shambolic. Moved my booking to Paddington without telling me, offered to take me over there but not bring me back to the City for an event. Booked another room and refused to help with travel. Appalling attitude, terrible organisation and total failure to accept responsibility.

I recently stayed at the Park Grand Heathrow, part of the Montcalm Group, I booked through super.com and prepaid in advance but when I went to check in the man on reception told me that he couldn’t find my booking and that bookings made through third party websites weren’t guaranteed despite me paying in advance for the room? The man also asked me for photo ID which I found unusual, it was also displayed on signs at every reception desk too about showing photo ID. He then decided to call head office and I heard him tell them that I was the 2nd person tonight whose booking wasn’t on the system and after reading online reviews it seems like a common problem at this hotel. At first the man told me the hotel was full but after 30 minutes of going round in circles he then told me that he could find me a room if I was ‘willing to pay for it’ which I found very cheeky as I had already paid for my room and I showed him the confirmation email I had and also the money coming out of my bank account too on my online banking. I decided to just pay for the room again and ask the agent ‘super.com’ for a refund after my stay although I really wasn’t happy that I had to pay for my room twice and get charged double.

When I finally got into my room the first thing I noticed was all these stains all over the carpet, multiple red stains possibly dried blood stains in various locations and also a big white stain too. If this wasn’t bad enough the carpet was also ripped and coming up in one part too. I also noticed that the furniture in the room was very tired, chipped and worn looking. Not what I expected from a so called ‘4 star’ hotel. Lastly when I went to put on the TV after my shower I released that there was no remote for the TV in my room, I had to use the very limited buttons on the side of the TV which was just ridiculous.

I made the mistake of paying £10 for breakfast which was just overall disgusting, disappointing and just not worth the money. How they can get away with charging between £10-13 for what they offer is beyond me. Again certainly not up to 4 star standards, someone really needs to send in the AA to reassess their current star rating. I was very disappointed with the lack of continental options on offer on the buffet, particularly the little section of cereals and the fact there was no porridge or pancakes on offer like I seen on a menu on your website when booking the hotel. My cooked breakfast was pretty cold despite all of the food being sat under heat lamps and the coffee was just awful. I can’t believe they only offer you filter coffee considering how much they are charging you extra for breakfast. I complained to one of the waiters about how bad the coffee was and asked if there was any other coffee on offer and they said there was fresh bean coffee like americano, latte etc but he would have to charge me for it which really infuriated me seeing as I had already paid £10 for breakfast the night before when checking in.

I didn’t release until when I was checking out that none of the staff had name badges on so you don’t know who anyone is. Not idea if you wanted to speak to the manager on site as anyone could say they are the manager. The other thing to note is that the Hotel is not actually at Heathrow Airport itself despite being called ‘Park Grand Heathrow’ but in the nearby area of Hounslow 4 miles away from the airport. Overall a very disappointing staying, I have had better stays with Premier Inn and even Travelodge before and they aren’t 4 star hotel chains like Park Grand and the Montcalm Group.

We booked through the website, expecting a 5* Hotel, the hotel we thought we were at, was closed for refurbishment. So had to go across the road.
Around the reception desk was tatty, torn wallpaper etc. Our room 202 was smaller than anticipated, looking tired! The Bathroom was filthy, tiles falling off, not clean round the edge's of the shower, marks on the walls. The 1st night, I was awoken twice, when the people next door flushed the toilet in the night, causing pipes to bang. I could even hear the bed creak when they got back in.
We spoke to reception in the morning, who “gave us a complementary upgraded” to room 305. This although quieter, was still scruffy with broken tiles, broken/cracked window in bathroom door, cracked window pain. Rust & limescale buildup around the shower, due to not being cleaned properly.
The towels had threads hanging off them ( way past their sell by date)
As for breakfast, it’s only a small area, but I had to constantly ask for spoons & glasses for fruit juice ( surly they can always make sure they are available without being asked for)
They didn’t clear used crockery away properly.
The only positive thing I can say is that the bed was comfy!
How this is a 5* I have no idea, but will be contacting AA to ask them to visit

It was the 1st time I had stayed at this hotel.I had booked in order to attend an event.It was a cold and wet evening.and other guests where waiting outside in the rain waiting to check in.One of the nominees for the event named Dr Patterson enquired at reception if another counter could be opened to sign guests in as there were people waiting outside in the rain.only to be told by the member of staff. I AM BUSY!
Is this how you talk and treat paying guests?
When I was eventually given my room,I thought it was very nice.until I drew back the curtain to open the window.I was horrified.
The window frame itself was of old iron and was badly painted.Many parts of the frame had become rusted it was not nice at all...you could not see out of the window for the grime and dirt.and the windows did not open..well they couldn't.
The extractor fan in bathroom was not working, and about 3 switches in the room were faulty, the USB port, the main light switch by the bed and the switch on the dressing table.
I went down and complained to Alberto, who actually rang the maintenance man straight away to check out the extractor fan.. Actually he was the only member of staff who was trying his upmost to rectify matters.
When I got to my room later on in the evening and noticed that there was no change. I just found it so dis heartening that The Weeknd was spoilt by these incidents, and for the price that we had to pay , It Was a Teacher's Awards evening and many people had attended..it did spoil the night for me.
I was given a complimentary breakfast,which was very poor and lacking in choice.. I don't think this really compensated for the whole experience of staying the weekend.
I have written to the manager about this.The reply was very apologetic And offered me an upgrade should I book again in the future, The rates are not cheap so I, won't be staying there again. I Don't think my friends will be either after the way were treated and spoken too .

When checking my bank a few days later, I found that they had taken payment for 5 rooms. I rang the hotel and spoke to the very nice lady who checked us in on the day and remembered the mix up. She put me on to her manager. I explained the situation and she said that 5 rooms were booked by me and that as one was a 'no show' i would still have to pay. She was having none of it. I rang the reservations team who directed me back to the hotel. I was again told that 5 rooms were booked and I would have to pay for the no-show room.
I forwarded my email confirmation to the Duty Manager at the hotel, which clearly stated that there were 4 rooms booked. She then replied saying 'Please note the amount has been reversed however thus (sic) can take 3/5 working days to reflect into your account.'
Surprise surprise, no payment has been received and I have had no response to my latest email asking them to call me. So I am £384 out of pocket now.
I have since learned that this is not the first time that this trick has been pulled off with them.
So please be careful. If you must stay here, check your bank!

Montcalm East London
I’ve stayed here a few times. The hotel is lovely but it’s the staff who make it stand out. This last booking is most noteworthy.
Due to circumstances I won’t go into I totally forgot to cancel my booking during peak holiday season.
I explained why I hadn’t cancelled - the hotel waived the charge for me. They didn’t need to do this and lost money.
The duty manager then sent me a kind message.
They’ve earned my loyalty and will be shouting this from the rooftops. Exceptional service - thank you

Had nice stay. Alice was very helpful and kindly upgraded my room. Shame I woke up too late for breakfast

I started receiving marketing emails from Montcalm in August. When I asked why I was on their marketing list, I was told that I opted in when staying with them in March. I have never stayed at Montcalm and have never even heard of them. They asked me my postcode and phone number to investigate, but after supplying this I have not heard back from then in nearly 2 and a half months.
Their claim does not really stack up. If someone had made a booking using my email address I would have received emails previously about it. I wouldn't have started receiving marketing emails 5 months later. From this fact and the complete silence I have received, the natural conclusion to draw is that they did not obtain my email address legitimately.

Dreadful hotel (Montcalm City Brewery), very expensive (over £1,300 for 3 rooms), no room service, no mini-bar, no amenities apart from two small bottles of water, no bar after 23:00hrs, very small 'double' bed, impossibly noisy air-con, very noisy room (constant machine noise all day and night) leading to very little sleep...all in all a horrible experience, I would avoid in every circumstance.

Really enjoyed the spa at this hotel, clean and well looked after. Didn't try the treatments but perhaps some other time. Tried the pool and the sauna, both excellent, right temperature, etc.