"Do not stay at this hotel"

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…"

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

"Disastrous do not stay in this hotel!!"

Disastrous do not stay in this hotel!!

"Not a relaxing spa as expected"

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"

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.

"Lack of customer service skills."

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…"

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 open, but closed ??"

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…"

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.

"Poor customer service & Not considerate"

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.