The Montcalm Hotels

Used to be our go-to London hotel. Service is now very poor

Unfortunately the Montcalm has become so poor in service, we can no longer stay here. Over the last 10 years we have probably stayed here in excess of 10 times but will no longer do so as the service has nosedived and we cannot accept such poor value for our hard-earned money.

Firstly the positives. The hotel is in an excellent location. It's in a quiet little semi-circle which is very convenient if you are driving into London, plenty of space to offload. There's an NCP right opposite. The rooms all have bidet sprays which is excellent for Muslims. The meat is halal and Edgware Road is close by for more halal dining options. Marble Arch tube station is a couple of minutes away.

Now down to the service. The Montcalm used to be excellent. Since Covid-19 they have gone downhill and are no longer value for money.

Firstly, they had valet parking but no longer. You have to park your own car. They used to have plenty of staff but now they are grossly understaffed and the service suffers.

The rooms are tired and the hotel is in need of a refurbishment.

As you can see from the photo, for the room service dinner I requested, I was given 1 packet of salt and 1 packet of pepper as condiments. Previous visits, I would get proper salt & pepper shakers, a selection of sauces in miniature screw top containers and a bread basket. Pathetic.

They are trying to cut costs now and you can see it from virtually every aspect of the hotel.

The staff that are there are still friendly, Marius (sp?) the concierge, and a porter from Brazil called Sebastien (sp?) are very nice.

But for £385 per night for a room, it's no longer value for money and unfortunately we will have to find another hotel in London that will meet all our requirements.

Shame.

Amazing hotel, clean rooms, nice service

The bed was obviously worn out, there were no hangers in the closet, there was hardly drops of water running from the water tap in the bathroom. I don’t think that these are elements of a hotel that claims 5 stars!! I would strongly discourage anyone from staying there.

My experience was fantastic.. staff are amazing and welcoming.. very clean and cosy

Let's start with the check-in process, it was fast and the reception staff was amazing specially Marsida. The room was not bad when we checked in but after that I discovered that the TV is not working and there was a light that was blinking. I told the receptionist about the issues in my room but nothing was fixed. The housekeeping forgot to remove the trash bin bag when they changed it to a new one and left the old one on the disk. As for the location it is nice and quiet compared to the hotels in the area. Do I recommend to stay in the hotel? Maybe after the renovation but now I prefer not

I booked the hotel to celebrate our anniversary but we were both disappointed with how it turned out. The room was tired and facilities not upto scratch. We had booked the spa in advance and told to change in our room. Unfortunately there were no robes or bathroom slippers. After calling reception we were brought robes but we had to use the soft slippers which were provided. The spa was also a disappointing. Due to the number of people we were unable to use the jacuzzi and we hadn't realised the pool was as exercise pool and as my wife and I aren't strong swimmers we kept getting pushed back by the jet. Coming back from the spa in wet slippers and having to walk through the marbled floor lobby to get to our room I was conscious about slipping. We were also a bit hungry when we got back but there were no complimentary biscuits with the coffee/tea. We were also going out for a nice dinner and needed am iron and ironing board which did not arrive for and a second call had to be made. There was also no clock so we had to put our phones by our bed but there was no charging point on either bed side. All in all a disappointing stay. We did give feedback on check and were offered a complimentary upgrade on our return, but I'm not sure about splashing out again to stay somewhere we've already been when there are better hotels out there in the similar price point.

For a 5star hotel my expectations were so much more. One of our bath towels had red stains so we called reception immediately and was asked to leave the towel outside the room for replacement. In the morning the towel was gone but no replacement. We also emailed advising what had happened but no response as yet.The breakfast was awful, toast arrived way before the breakfast so we had to ask for fresh toast, the scrambled egg tasted bad and the breakfast tables are old and worn. If you look up to the ceiling in the breakfast area the ceiling is flaking and discoloured same in the bedroom the ceiling had a patch that needs filling and sanding . The window view is bad and the hotel seems to have undergone refurbishment and an extra floor added as the original windows of the exterior are unaligned and look disgusting to the eyes plus the frames have not been included in the refurb making them look like a house from the 1900's. The hallway on our floor stunk of food., and even though we were given a late check out of 2pm we received a phone call from reception at 12.30pm asking if we needed assistance to check out which woke me up and i was told the late checkout was not showing on the system but they would put a note. This hotel is not worth the £255 we paid.

The massage was amazing, truly great! However, the spa itself was unfortunately very disappointing. It's also a ridiculous ask to pay for bathrobes and slippers - why not to include those in the price paid for the whole experience?