"Started well, ended poorly! Disappointed."

Started well, ended poorly. Check in was fairly simple, was wished a happy birthday and anniversary though i clarified that this was from my previous stay and i was there for leisure. I was then told this was probably why my room wasn’t upgraded to one with a bath, as i had previously requested a room with a bath but was informed my room selection did not provide this, however for a £50 surcharge i could have this or be upgraded for free if one was available on the day. Thus i had stated that the shower would suffice and not asked about this option upon arrival, so found it strange that the bath/upgrade was referred to. Mathieu at the bar provided notably excellent service, making a cocktail that catered to my needs, as the alcohol freakshakes that were on offer the previous year (which i was very much looking forward to) were no longer on the menu, having been replaced by two healthy options. Birthday balloons, a welcome card and fruit with a piece of cake were brought to my room. I thanked the members of staff for the gesture but explained again that it was not my birthday/anniversary and that maybe the front of house staff had not communicated this to them in error. They were both polite and laughed it off, leaving the treats. The bedroom was nice, the grohe shower was great and everything appeared to be fine until the morning shower when i discovered a very unsanitary family of insects moving around on the shower enclosure shelving where the toiletries, my wash cloth (which had been left there and used during the night) and magnitone were sat. I found this unacceptable for a 5* establishment or any establishment for that matter, as it meant that the standards of cleaning were not consistent throughout as a group of insects do not just appear overnight. I checked out shortly after and raised this with the customer services operative at the desk. I was told that she’d make a note of it and that i was all paid up so that was that. I suggested that someone really needed to go and deal with the issue promptly as it was a very unpleasant thing to see especially whilst you’re trying to get clean. I was told someone would be sent up and that concluded my stay. She was very disengaged and did not come across as caring about the issue at all which was in complete contrast to the person my friend spoke to upon checking out, who was friendly, engaged and polite (though she didn’t have any issues with her room she had raised concerns about her meal the previous night which were also met with similar disinterest). It’s disappointing that this issue occurred in the first place and that the service isn’t consistently good from all staff as the location is excellent and prior to this experience it was certainly one of my top choices of hotels in London.

Update: Informed by duty manager that the room has been quarantined (so hopefully no other guests will have the experience i did) and that pest control will inspect the room to address the issue as a matter of urgency. Was offered complimentary upgrade on my next booking and breakfast as a good will gesture. However, i honestly cannot see why i would pay for another room to get an upgrade which i know can be offered free anyway and some food. Positives are that communication was recieved this evening (having emailed them following reporting it in person and via email this morning) and that it will be looked into and dealt with accordingly. No plans to return to Royal London City.

"I am very satisfied for the all seasons"

I am very satisfied for the all services

"Stopped here for 2 nights as our son's…"

Stopped here for 2 nights as our son's wedding reception was being held next door at The Brewery. The staff are so friendly and helpful and the room itself was really comfortable (the aircon was a lifesaver).

"Fabulous room and service"

Fabulous room and service, highly recommend

"Not so good hotel"

Good hotel, but the staff stole my charger, as no one was in the room the following two days apart from cleaners. I know that I left it in the room, as I never take it out with me and it was the only item left behind. That's not acceptable irrespective of the times that we live in. Trust is trust and so I cannot stay at the Montcalm ever again.

"Haven't checked in yet"

Haven't checked in yet, but the representative that took my reservation spoke SO fast and appeared more interested in getting me off the phone than actually ensuring that all my details were accurate. Coming from another country, it was/is incredibly important for me to ensure that my details were on point. I hope my actual stay is a better experience.

"Nice and easy booking process"

Nice and easy booking process

"Extremely frustrating check out…"

Extremely frustrating check out experience. Despite having to prepay both an initial booking and then one extra night, having settled up for incidentals I was asked for my credit card again, for "an additional credit check". It is bad enough to have to prepay even an extension (and by the way, although they remembered to make me prepay, they forgot to give me an updated keycard forcing me to return to the check in deck late at night).

The hotel buildings are charming, but there is desperate need for better signage to navigate the corridors.

"Excellent Hotel"

very pleasant, polite and efficient staff

excellent, clean modern room

Thank you

"Excellent service rooms very clean and…"

Excellent service rooms very clean and well appointed, but breakfast much too expensive, cheap streaky bacon will drive peop[le down the road to a cafe