"We booked through the website"

We booked through the website, expecting a 5* Hotel, the hotel we thought we were at, was closed for refurbishment. So had to go across the road.
Around the reception desk was tatty, torn wallpaper etc. Our room 202 was smaller than anticipated, looking tired! The Bathroom was filthy, tiles falling off, not clean round the edge's of the shower, marks on the walls. The 1st night, I was awoken twice, when the people next door flushed the toilet in the night, causing pipes to bang. I could even hear the bed creak when they got back in.
We spoke to reception in the morning, who “gave us a complementary upgraded” to room 305. This although quieter, was still scruffy with broken tiles, broken/cracked window in bathroom door, cracked window pain. Rust & limescale buildup around the shower, due to not being cleaned properly.
The towels had threads hanging off them ( way past their sell by date)
As for breakfast, it’s only a small area, but I had to constantly ask for spoons & glasses for fruit juice ( surly they can always make sure they are available without being asked for)
They didn’t clear used crockery away properly.
The only positive thing I can say is that the bed was comfy!
How this is a 5* I have no idea, but will be contacting AA to ask them to visit

"Sub standard room and rude staff"

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 .

"Overcharging again!"

When checking my bank a few days later, I found that they had taken payment for 5 rooms. I rang the hotel and spoke to the very nice lady who checked us in on the day and remembered the mix up. She put me on to her manager. I explained the situation and she said that 5 rooms were booked by me and that as one was a 'no show' i would still have to pay. She was having none of it. I rang the reservations team who directed me back to the hotel. I was again told that 5 rooms were booked and I would have to pay for the no-show room.
I forwarded my email confirmation to the Duty Manager at the hotel, which clearly stated that there were 4 rooms booked. She then replied saying 'Please note the amount has been reversed however thus (sic) can take 3/5 working days to reflect into your account.'
Surprise surprise, no payment has been received and I have had no response to my latest email asking them to call me. So I am £384 out of pocket now.
I have since learned that this is not the first time that this trick has been pulled off with them.
So please be careful. If you must stay here, check your bank!

"Montcalm East London - exceptional service"

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

"Had nice stay"

Had nice stay. Alice was very helpful and kindly upgraded my room. Shame I woke up too late for breakfast

"Marketing emails despite not signing up"

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.

"Dreadful hotel (Montcalm City Brewery)"

Dreadful hotel (Montcalm City Brewery), very expensive (over £1,300 for 3 rooms), no room service, no mini-bar, no amenities apart from two small bottles of water, no bar after 23:00hrs, very small 'double' bed, impossibly noisy air-con, very noisy room (constant machine noise all day and night) leading to very little sleep...all in all a horrible experience, I would avoid in every circumstance.

"Really enjoyed the spa at this hotel"

Really enjoyed the spa at this hotel, clean and well looked after. Didn't try the treatments but perhaps some other time. Tried the pool and the sauna, both excellent, right temperature, etc.

"Rude customer service"

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.

"Not worth the price. There are better hotels are much cheaper rates."

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.