The Montcalm Reviews 83

I was just about to make a booking and I wanted to check about the double charge issue. When a hotel takes a payment on account and then another payment debits your account. Eventually payment on account shows on your balance but could take over a week. Tried to get some reassurances from their customer service and they were really rude. Huffing and puffing over the call at me. Just wanted a nice room for one night. Didn't even get my foot through the door.

I stayed at the Montcalm East branch in Room 1121 with my partner. This was our anniversary and a special occasion as we live multiple hours from each other so seeing each other is not a common occurrence, however this was soiled by a variety of issues we encountered during our stay.

Unfortunately, we could hear people upstairs - it sounded as if they were jumping up and down and/or walking very loudly. This was very disruptive and woke me up at 6am, and I also heard this noise until 1am. This led to an impoverished sleep, which did not set us up well for the next day and had a significant impact on our day and our night.

Our TV was not working, we appreciate the speedy response we got from maintenance once we informed reception staff, however this issue continued intermittently throughout the night. Additionally, there was a fault with the remote, I had to go to the edge of the bed to use it which was greatly inconvenient and disruptive.

Lastly, room cleaning came to clean at around 9:30am. Following an interrupted sleep last night, this was the last thing we wanted as we were just trying to fall back asleep after all the noise issues we had to deal with. Based on my previous experiences, room cleaning usually comes in early afternoon or late morning to mitigate disruption.

I picked your hotel based on recommendations and it’s reputation of being prestigious, the aesthetics do meet the expectation but I was disappointed with the experience.

Furthermore, I emailed customer service the day after with this exact message and have yet to receive a response. Extremely poor overall experience.

Do not stay at this hotel! The hotel didn't have anybody's rooms ready at 7pm. The customer service was abysmal, there was no-one there managing the situation, and they charged me twice. No apology. Honestly the worst experience I've ever had with a hotel.

Absolute shocking experience we were attending for the awards however an hour to check in then when got to check in only one room ready so 4 women and 1 man had to get changed in 1 room which was unacceptable finally got our rooms at midnight will never return to this hotel

Lovely hotel clean accommodation, friendly staff. Shame the spa timings were restricted to 30 mins a day or any longer £25phr
No treatments other than a massage on offer. Poor shout

Rude staff on reception, had to use app with no other options. Old phone in room didn't work, so i had to have upto date phone to access room service etc but there equipment was ancient. Rude staff in spa. Horrible stay.

I was awarded a voucher to use at the Montcalm Hotel London, it was for a 2 night stay, I contacted the hotel by phone requesting a further night. I was over talked by a man on the phone telling me to email my voucher code along with the request of an extra night. To date I have not heard from this company. Due to there inability to carry out simple customer service requests I will not be using the voucher in September 2021! I have booked a different hotel where the staff seem to have customer skills.

Awaiting refund for cancellation made within correct time frame for over a month..told 2 weeks ago refund has beem processed but still nothing.. no email responses and made numerous calls..shocking service

A hotel that’s advertised as open but is in fact closed !
I use Booking.com, and have had an account for years. Searching for a quiet hotel close to the City of London I saw The Montcalm London City & Brewery, in Chiswell St. Good reviews, quiet location, so I booked and crucially got it CONFIRMED. I arrived to find the hotel closed ! A member of staff at the site said I was mistaken and would be staying at The Montcalm Finsbury Square. ( I had checked this one out before I booked the Chiswell Street hotel and discounted it due to previous reviews of noisy guests, loud music, and cannabis being smoked in the rooms). I rocked up at Finsbury Square to find out what was going on to find their system had booked me into Finsbury Square ! When I showed the duty manager the confirmation email from Booking.Com for Chiswell St there were lots of apologies. The staff at Finsbury Square are excellent, professional and understanding. What isn’t acceptable is their reservation system that puts the hotel staff in very difficult positions. Breaking News: Having checked the Booking.Com app just now (20:30) The Montcalm group sent me a message at 5.50am on the day of the booking changing it to Finsbury Square. Some of us were on a train at that time travelling to the hotel that was booked but was never open !!
Summary:
Excellent hotel staff (for the hotels that are actually open!)
Appalling reservation system and the people responsible for administering it !

I wouldn’t rely on anything sent via email or Booking.Com when using The Montcalm Group, recommend you actually ring them first !!

I would of given 5 stars if we had longer time in the pool and wished it was a little bigger. But one thing this place has amazing staff that make you feel welcomed. Room was clean and lovely. Didn’t want to leave. This hotel allows you to be who you are. Different characters you bump into. I will defo be coming again.

I bought a spa day pass for 2 in Feb, it was a few weeks prior to lock down but globally the virus has already been spreading quickly, so I decided to cancel because I was trying to be responsible and not risk anyone's health.

Called several times during working hours and couldn't get a hold of anyone in the company. I eventually left voicemail because I have tried time and again. No one ever gotten back to me.

Now, months have passed and they are open again. I tried calling them to get my unused appointment rebooked but they refused, saying I didn't call 48 hours prior to initial appointment.

I explained but the she insisted that the record under my phone number wasn't there and asked me to prove that I have made a call 48 hours prior to my initial appointment.

I gave up after spending approx. total of 5 hours going back and forth to find what they need, and communicating with different customer service reps.

The fact that I have not used the service at all and they could see that but they rather insist on "rules" to keep my money and not let me rebook seems very inconsiderate especially at times like this.

No kindness. No understanding. No consideration.

This kind of customer service will not sustain a good business.

Completely disappointed. We had a hen party spa weekend booked prior to covid which is due in July. Spa cannot be open for obvious legal reasons but yet Montcalm have been utterly distasteful in their responses to us. They will not refund us and have given the only option to rebook by the end of the year. Given current circumstances I think it’s totally disgusting customer service and would never recommend for that reason. A luxury hotel/spa should have dealt with this much much better. Between the whole party and many planned things that couldn’t go ahead Montcalm is the ONLY establishment that has given any of us problems. Considering they can’t even provide the full service we booked for I’m shocked they are expecting us to rebook a hen weekend that isn’t going ahead within the next few months.

Had the best birthday ever! Don’t miss out!!

Unlike my preceding reservation, the person did not propose me possible options (like special offers, breakfast, etc.).
Also did nod feel as a "preferred customer" though I already stayed several times in the hotel.

Had a wonderful surprise for me in the room as it was my birthday. Blew up balloons for me and for a little cupcake and also a card. wonderful breakfast

Excellent place to meet people and access the hotspots of the city.

I came away with my daughter for a special moment together to catch up . Wonderful experience the receptionist was efficient and kind . The staff where friendly and helpful . Our room was quirky with the windows but warm and cozy . Didn’t want to leave it . Went to the swimming pool area a must for every traveler. The surroundings and ambience was first class . Pillows and lighting amazing in the bedroom . Breakfast excellent just the right choice . Thankyou for an excellent 5 star stay . Best not tell everyone I won’t be able to book again it will be fully booked x

Overpriced. Very nice hotel overall. But 2 points. The food is way way overpriced. I paid over £50 for 2 glasses of wine and a main course. Second point. Breakfast was hopeless. There was no bread left out to make toast and there was no coffee. There wasn't anyone around until I was about to leave when a waitress turned up and offered me coffee. When I complained at checkout I expected, at least, for the breakfast bill to be waived but no. So, I won't be staying again.

No sound proofing in the rooms, I barely slept