The Montcalm Tracking Order Status

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!

Ho soggiornato al Montcalm Chilworth Townhouse Paddington a fine novembre.. È un hotel da 3 stelle non certo da 5 come viene venduto. Avevo prenotato una camera deluxe per me e mio figlio, ci hanno dato una camera senza finestra al piano interrato. Dopo le mie rimostranze, ce ne hanno data una al primo piano... peccato avesse la finestra murata, con la maniglia rotta.... Mi sono molto arrabbiata, ho parlato col signor Luca, il direttore, il quale si è scusato dicendoci che per quella notte la camera da me prenotata era occupata, ce l'avrebbe data il giorno dopo ( avevo fatto la prenotazione 3 mesi prima...) In un soggiorno di 3 notti è molto fastidioso spostare di nuovo le valigie sfatte... Comunque per farsi perdonare ci hanno regalato 3 colazioni, dicevano di non parlare italiano, non ci abbiamo creduto, si vendevano come personale multilingue (compreso italiano).. e sono certa che le mie ""esternazioni " un po' italiane un po' inglesi le abbiano capite benissimo. Comunque la posizione è molto bella e comoda, per il resto non si può pagare un 5 stelle con i disagi che ci ha creato! Non ci tornerei.

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

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 .

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