montcalmroyallondoncity.co.uk Reviews 

As a Gold Member, I expected far better service and hospitality\. This experience fell well below the standards of a luxury hotel, and I hope management takes this feedback seriously.

This is absolutely not an 5 star hotel. Absolutely atrocious customer service from this particular Montcalm. Firstly, my wife was accosted by the doorman who was rude and disgusting whilst popping out for a cigarette in the morning. To be then told to move to a bus stop across the street whilst other guests were also smoking outside the hotel in the same spot. The matter was reported to reception who failed to do anything about the matter. If it was not for that I had prepaid for our stay, I would have left immediately. We also had to stay for several further nights whilst the sane individual on the Morning shift was still there, in an indignant manner and had to put up with his attitude.

Additionally, the room was disgusting too. The leather chaise chair and wall had blood stains or red marks that was not cleaned. Absolutely vile.

Despite us reporting the matter to reception, not one member of staff had the decency to approach us to apologise, or to reassure us the matter would be dealt with. Instead, we were left to put up with this particular ‘gentleman’ who had behaved absolutely vile, and was not told otherwise during our 3 day stay.

Rather, when I reported the issue to the customer service team after departure, they tried to insinuate they had offered us a complimentary upgrade but our room was in do not disturb and they could not reach us, another bit of rubbish to mislead and try to deflect what had happened.

To be clear. I had not accepted anything from the hotel and would not return there and my review is genuine. To be clear, I wanted an apology which I did not receive. My wife was shook up by the encounter, she was on her own and was treated so rudely by the doorman.

We were offered to return to the hotel at a discounted rate however I want to make it clear I would not return there even if they offered me a free stay. I travel all over London and would not recommend this hotel to anyone. Choose the Vintry and Mercia, a boutique hotel where you will be treated with respect.

NB. The attached photos show the wall and leather. Left much to be desired. The lobby was great but rooms were terrible which shows the best they have to offer. Definitely not a 5 star hotel.

Paid a premium to stay at Montcalm Royal London House. Left a personal item in a robe; housekeeping removed it; it’s never been recovered.

Notably, similar issues appear in other guest reviews.(Google reviews)

No responsibility, no resolution. Now escalating through the courts.

Keep your valuables on you.

I am writing to formally raise a complaint regarding my recent stay at The Montcalm Brewery Hotel. While parts of my stay were acceptable, several issues have left me extremely disappointed with the overall experience.

Firstly, the room I was provided was uncomfortably cold throughout my stay, and the television was not functioning. Although the television issue was minor for me so didn’t raise this issue. the temperature of the room made my stay unpleasant.

The primary concern, however, is that my scarf went missing during my stay. I was informed by staff that it had been found and that I could return to collect it. When my colleague went to retrieve it the following week, he was told that it could not be located. This has caused significant frustration.

Since then, I have repeatedly tried to contact the hotel for clarification, but my emails have gone unanswered. The lack of communication is unacceptable, especially from a hotel with positive reviews and a strong reputation.

I stayed at your hotel for a business trip and expected a higher level of professionalism and customer service. I am deeply disappointed with how this matter has been handled and would appreciate a prompt response and resolution regarding my missing item.

We love this place ! The staff are brilliant especially January and Paul - the spa is very relaxing - this is the place to stay when visiting London

My faith in London hotels is restored. We stayed the weekend, arriving much later than expected and were treated to the fabulous team, led by Mr Paul! All the night desk staff were friendly, welcoming and very helpful. Even though the twin-room booking had been mis-allocated by booking.com, the staff quickly and efficiently sorted us out - I was very impressed with them all and they couldn't do enough to make us comfortable. They felt like family. Our room was lovely. Clean, modern, spacious with fantastic facilities. The spa was clean, and operational but it needs some TLC - with the tiling and the panelling broken in both the sauna and spa, it felt unloved and tired, an unfortunate contrast with the rest of the hotel and the only thing that let the experience down for me. This will be my hotel of choice next time I'm in London and I'm already looking forward to seeing all the fabulous staff again. Thank you all!

What went wrong? Breach of trust/security, discriminative guest treatment and sub-par customer service for a 5 star hotel
Check-in: March 2, 2023; Check out: March 6, 2023
Summary: We had poor service at check-in, our money was stolen from the room and for any request or complaint we had, the hotel made us feel like we were being difficult or we wanted to get something for free. By the end of our stay, we did not feel secure in the room and felt like we had to check through our personal belongings every time we left the room and came back to ensure that nothing was missing.
Breach of trust/security: March 4, 2023 - Missing money. We left the hotel room and asked the front desk to arrange for the room to be cleaned. When we got back to the room late that evening, the room was clean but we realized that there was money missing from our purses/handbags. We had left the handbags/purses stored in the hotel closet/wardrobe. In any hotel at this level, a guest should not feel the need to lock up their purses, laptops, documents or tablets in the safe when they briefly leave the room. Having these items in the wardrobes or closets in the room should give the guests comfort that the room service folks will not rampage through the guests suitcases, purses, handbags etc. stored out of sight. Anyway, immediately we realized that some money was missing, we called the front desk to report the incidence and spoke to the night manager (Catalin) who was rude and very uncourteous. He advised that since it was late, he had no access to the CCTV records and nothing could be done until the following morning (Sunday, March 5, 2023). He had details of my reservation wrong and when I corrected him, he claimed that he had no access to the hotel system to see my reservation. He simply did not want to help and made me feel like I was bothering him. He also questioned the complaint like I was making it up. His treatment and demeanor towards me was uncalled for, unempathetic and nonchalant.
• The following day, March 5th, the Day Manager (Pamela) called me to notify me that she had received the complaint and that the hotel would carry out an investigation. The investigation would take 48 hours.

• That evening of Sunday, March 5th we got back to the hotel and spoke to the night shift front desk staff. There was Simon and one other newly employed staff who were both very courteous, helpful and very pleasant. I told them about our experience at the hotel and the missing money and that’s when they called the night duty manager (Catalin). Catalin walked me through the investigation process and advised that even if they found the culprit, little or nothing could be done by the hotel in terms of replacing the money or reprimanding the staff responsible for the loss. He said that even though the hotel has liability insurance, in such instances the hotel would not cover any loss or reprimand staff unless there was a trend or evidence that this was a repeat occurrence. He told me that I should file a police report if I wanted to press charges. Mind you, I do not live in London nor do I have the capacity on my 4 day vacation to handle the police. Catalin explained to me that there is skepticism with the hotel around guests who file complaints – apparently, due to the 5 star rating, the hotel deems that there is a very low percentage of their guests that are not satisfied and there is perception that guests who complain are not being truthful and are looking for free things or complimentary services.
• Once again, I felt that Catalin and the hotel did not take my report of the missing money seriously and they were just going through the motion. Catalin the night duty manager indicated that there was nothing the hotel could do for me as far as the missing money was concerned but he could offer us any complimentary beverages on the house. This was around 8:30pm on Sunday and we had a flight the next day, Monday, March 6th . I felt like this was an insult. I reiterated that I did not want anything complimentary from the hotel, all I wanted was reassurance that the hotel would address the theft of missing money from our room to ensure that this did not happen to any other guest at the hotel. I highly doubt Catalin heard what my concern was. Deducing from our conversation and his actions afterwards, I was certain that nothing was going to be done about the missing money or my complaint. I am sure if I was from another ethnic group, perhaps white or of European descent, I would have been handled differently, my integrity would not have been questioned and my patronage at this hotel would have been valued.

Very nice hotel. The service was really good

I can only speak as I found and my stay at the Montcalm Royal London was not five-star experience at all. Five-star hotels conjure up a sense of luxury and the price reflects this. I don’t like to complain but when I pay for five-star, I think I should get it. I do not expect the catalogue of issues I had on my stay as shown in the pictures. Broken amenity box lid, deep scratches in the wardrobe doors, soap scum in the shower corners grout and door frame, broken door stop in the bathroom hanging off the floor, thick dust layer on the door frames. As we were only staying overnight and spending time in London, we never experienced anything other than the check in, the room and check out. Camelia was the duty manager and when I showed her the pictures of our room, she was very apologetic and offered a partial good will refund. She was so confident that this was a one-off experience she offered another nights stay, for my birthday, at a reduced price and a complementary upgrade to a junior suite plus breakfast. We exchanged emails and she confirmed all she said in an email including the price for the new stay 6 months on.
I emailed her to confirm the agreed booking date and did not recv a reply. I emailed again and still no reply. I called and she was in a meeting and was asked to call back an hour later. I called again and she was in another meeting. I requested a call back but never recvd one. I called again and the reception person said she had seen the emails and would help finalist this. She then proceeded to explain that the agreed price was no longer possible and I would need to pay double the agreed amount. There was no way the previously emailed and agreed rate could be honoured she said. I expressed my further frustration and asked her to have Camelia call me. Well, no call was recvd. I have now given up on the process and will not consider any Montcalm or Shaftesbury Group hotel again.