The Montcalm London Marble Arch Reviews 16

This place should be shut down. I 'stayed' in a basement room. The drains were blocked and it flooded. There was a live worm in the shower with disgusting, unhygienic conditions. I left feeling physically ill. The duty manager CANNI RODRIGUES offered an apology and full refund. He lied to me, as he then back-tracked and via email on 19 April 2024 stated "as a gesture of goodwill, I would like to extend a compensation of 50% on your total stay and a discounted rate for your future bookings with us." I WILL OBVIOUSLY NOT GO NEAR THE PLACE EVER AGAIN.

Absolute disgrace book a hotel room and on arrival told I should have received a phone call that my room had been cancelled and I had been moved to another hotel. After a taxi ride out of the area I arrive at an other Monclam the grand royal which is a cheaper hotel than I booked. No refund no compensation just an extremely poor service stay clear of this hotel plenty of decent ones in the area. Book the Cumberland instead

Worst hotel I fave ever stayed in. Booked in March via booking.com only to find they moved me to a basement “cupboard “across the street ! If you don’t book directly you don’t get consideration.
It was a late arrival following a very busy afternoon check in they told us they would give us a good room not to wait and to trust them- at 23:30 we were told take it or leave it! The room was down a narrow steep flight of stairs in A different building / this house had no lift!! I have a knee injury it was almost impossible to get down there and on arrival I couldn’t believe the state of it . Holes in the coverlet ,blood on the bed sheets , dirty carpets, cracked sink, curtains wouldn’t close fully- lumpy pillows and mattress, peeling wallpaper. Mould noisy air con … the list goes on - I truly couldn’t believe it. Don’t book here and definitely don’t pay in advance. To add insult to injury , as compensation the night manager thought it appropriate to put a bottle of “Christmas mulled wine” and a breakfast voucher in our room!! We’d already paid for breakfasts and it’s July!! All staff made themselves scarce . This is not 4 star hotel

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.

The first room I was given was underground. They were clearly having some repairs done, there were wires hanging out of the walls and down from the ceiling along the entire corridor, it was in complete darkness, an accident waiting to happen.
I told the reception staff who moved me straight away. My second room smelt disgusting, the shower head was filthy, tiles had fallen off the shower and were lying in the shower tray.
The room itself was the size of a postage stamp, extremely cramped, the light was hanging off the wall and it wasn’t particularly clean.
I wont be staying at this hotel again.

Be warned.., the Marble Arch Hotel by Montcalm, owned by this Hotel, is in fact a dive of a townhouse across the road… same price though… still showing pictures that bear no resemblance to what you actually receive… in our case a dark and dinghy cupboard for a double room. Please please dont give Montcalm your money

I booked this hotel through booking.com, after doing so me and my friend booked our travel to London and activities based on staying here and without any reason, the hotel has cancelled our booking and will not respond to messages asking why! When I have looked on the website at rebooking they have more than doubled their prices so no doubt this is the reason they have cancelled our booking and will not respond. What an awful and unprofessional way to treat their customers. Thank you Marble Arch for ruining our plans, next time you make a pricing error when listing your rooms don't you think it would be nice to either honour the booking or at the very least message your guests to explain your mistake!

Stayed here last weekend, did enjoy the food but was a bit crowded

So, I just want to start by saying that my review may sound harsh and I may come across snobbish but this was advertised and priced as a five star, luxurious hotel in the centre of London so it should be reviewed as such!
We booked for one night using booking.com and were charged £192. We then decided to add another night and used Trivago / Agoda and were charged £142 - a massive difference in prices but I guess that was our fault and not the hotels as we should have shopped around better! I e-mailed the hotel to ask if they had ironing facilities in the room and also if we could check out a bit late tthan the 12pm advertised. Sadly, even after I sent a reminder e-mail, I did not get a response to this email for the seven days between our booking.
We arrived at 14:30 (so not an unusual hour). No doorman like the photos, no bell boy either. So we had to pull our luggage up the steps and to reception (which was quiet). The door man was spotted by the elevators - made eye contact but didn't get even a smile back!
Reception was great. Very efficient and helpful. They do try to push the breakfast on you but, having read reviews, we politely declined. We enquired about the ironing facilities and the last check-out and we were advised both requests would be accomodated so we were happy with the service. On to the room!
Again, no bell boy seen or offered. We dragged our luggage to our room. The reception, lifts, corridors etc all seemed clean and contemporary and so there were no issues. The room itself was a different story though.
We entered a dark and dingy room. It was small and just looked dated. The bathroom has a leaking shower screen with mould on it, the douche also leaked. The fridge was completely empty (so no mini-bar!). No dressing gowns, ONE pair of really awful slippers, a cheap, lightweight kettle was also in the room. We know that hotel rooms are not amaizngly bright but this room was really badly lit. No matter how many light switches there were, the room just always looked yellow and dark. We were given a 'complimentry' bottle of still water for each night we were there. It was just really basic 3-star level. We had told the hotel it was our 17th wedding anniversary but were not gien anything - we were not expecting free gifts - even a message or aknowledgment would have sufficed? Nothing.
A knock on the door and the promised ironing was delivered - very prompt but the ironing board itself was just so disgusting. The iron was also like a £5 one from Argos whihc was good for nothing. Truly shocking.
The pillows on the bed were all of one kind and really plump and hard and both my wife and I woke up with stiff necks. The springs on the mattress were so squeaky that changing sides at night would wake my partner up! honestly, just a text-book 'defintely not five star' hotel. It is over selling itself by two stars at least. The saving grace was probably the accomodating staff and the location. The location was good as it was about 200 metres from a tube station and then one or two stops away from everyting central. Although the location was really good, please remember you've paid so much money for it as well so it's not like it's a bonus!
My review may make me sound over the top but I'm not. I paid for a 5-star luxurious hotel in a good location for our anniversary - I felt like I stayed at a Travelodge. I would not recommend this hotel and I would like to know who awarded them the 'five star' rating. I feel cheated.

We stayed here in the Montcalm on 21st July for our anniversary. Upon arrival we were taken aback by the beauty of this hotel along with the extraordinary customer service we received. We were greeted and checked in by Daniela who made our stay extra special from the moment we arrived. Upon learning it was our 2nd anniversary together Daniela went the extra mile to make sure our stay was perfect. Firstly our room was upgraded to the Club suite and once we were settled in our room she arranged a bottle of wine and cakes which were sent to our room. The room exceeded our expectations being so spacious and clean with luxurious bathroom facilities and the most comfotable bed. On our way out that evening we wanted to thank Daniela for the already incredible service at which point she also informed us she had arranged breakfast for us the following morning. We have been to a number of hotels in the last few years together and never have we been treated so well or experienced this level of customer service by someone so willing to go the extra mile to ensure our stay would be such an amazing experience. we can only apologise for the delay in leaving this review, we would like to once again thank Daniela for everything and because of the unforgettable service we received from her we will definitely be returning soon and would recommend this hotel to all.
Nick and Lauren

Fantastic hotel. Very clean and comfortable rooms. superb staff, all so polite and accommodating. Breakfast is superb. Location is great with many local amenities on the door step including Oxford Street. Stayed there twice now and looking forward to staying there again. The spa was closed this time but used it last time and again was a fantastic experience.

Our weekend away was beaut, the customer service was amazing. We still had restrictions because of covid-19 but it really didn’t matter as the location was close to everything!

We have just finished a wonderful weekend at the Montcalm for our mini-moon weekend of relaxation immediately after our wedding.

Everything was excellent from arrival with Vera taking care to greet us and ensure things went smoothly.

It is clear that we got special attention for our honeymoon, but that is what you want and that is the mark of a hotel which pays attention to the requests of their customers. We were kindly given a free upgrade to a suite as part of their gift to us.

I had emailed in advance of staying asking if they could perhaps put some flowers into the room so it is a little special for us on arrival and they went above and beyond with some excellent decoration and small touches such as members of staff knowing our names and expecting us.

The location is excellent, right next to Marble Arch, the tube station and also Hyde Park/ Oxford street.

The restaurants are great, especially Hankies which had wonderful Indian cuisine served in a tapas style of small plates. Both restaurants had excellent food and reasonable prices.

Breakfast was excellent. I would suggest going for the full-English and having the excellent omelettes that you can get.

The spa is small but if you want to use the spa, be aware that we never saw more than one other person in there, so the size is mindful of its popularity: a lovely jacuzzi, steam room and sauna, and a small pool. The services are very popular, and unfortunately, we did not book far enough in advance to get one of the foot massages, but the spa area itself was relaxing enough.

Thank you to Vera and the team for looking after us!

The worst Hotel service I have ever received.
Trying to book a virgin experience day voucher. Called the hotel 4 times and was put on hold each time and then the phone kept cutting off.

Complained to the reception and was simply told 'OK' no apology nothing.

Montcalm hah should be called MountSTRESS

I don’t normally find the time to post reviews even though I know I should when I’ve had a great experience. However, I felt compelled to write a review for the Montcalm Marble Arch as it was the best hotel in London I have ever stayed in. I book a 5 star hotel in London every year for a break away every year for my better half and have been let down, however this time it was different.

The 5 star Montcalm Marble Arch hotel is immaculate and definitely deserves its 5 star rating, the room was beyond expectations (I selected the Montcalm Club Room), the staff were brilliant and they made sure I best stay. The hotel even let me choose a room aroma and custom pillows at checkout and had fresh fruit and a bottle of wine waiting for me in my room. Because I let them know it was for a for my wife they had towel designs and flower petals laid out of the bed for me. My Mrs thought I was great! However the hotel took it upon themselves to do this for me lol. I made full use of the hotel facilities whilst I was there including the spa, champagne afternoon tea, a meal delivered to the room and full English breakfast which was all top quality. The hotel location is also a stone’s throw away from all the great restaurants and attractions in central London and I will be staying there again next year. Can’t rate the Montcalm highly enough, if you want to surprise your other half with a London treat look no further! One of the main reasons our stay was a cut above the rest was due to the amazing member of staff ‘Izabela’ who was our guest experience executive, if you are planning a special gift for someone make sure you talk to her as she will make your stay incredible.

I found that the best price for the Montcalm was booking direct and signing up to the website for an additional 15% discount.