"The Montcalm Royal London House"

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…"

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.

"Change dates for booking refused"

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 !!"

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

"Loyalty Points that cannot be used"

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 yest"

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"

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

"As a meeting venue NOT a good choice"

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, appalling, just terrible"

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.

"HOTEL COULDN’T FIND MY BOOKING AND CHARGED ME TWICE"

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.