Montcalm Brewery Townhouse — Hotel in London

We paid £300 per night. For that price point it should have been perfect. It wasn’t. I feel massively ripped off. This place was a letdown for that price point.||PROS:|-Excellent location |-Lots of bottled water replenished|-Lovely breakfast buffet|-Lovely and attentive restaurant staff |-They take food allergies seriously and food is labelled with allergens - this is excellent. Our daughter is allergic to nuts and you took great care of her in the restaurant. Thank you.|-Nice outdoor seating area to sit with drinks |-The cleaners are very sweet and friendly||CONS: |-Poor customer service generally, but main issue is with the concierge. They really let the hotel down and are not typical of the standards that London concierge normally hold in many London hotels. Here, the concierge are not forthcoming or interested in helping guests, their interactions with customers are poor. No welcome or conversation or even a ‘hello’, no offer of help with luggage, didn’t wait for me and my daughter to cross the busy road he just charged on ahead and left us, and no offer to show us to the room which was another building (some students from the student accommodation next door to the hotel helped us initially).| -We went to reception and asked for a fork for our room so our daughter could eat something allergen friendly we had bought, reception said they would send it, it never came, this isn’t good enough from the reception team. I see they do this alot to people.|-The room cleanliness on arrival was unacceptable- food left on carpets from previous guests (some raisins) totally unacceptable and bad for people with food allergies. The room was not hoovered. However, they did come in and clean the room after our first night and make the beds and this was done nicely.|-Room furnishings are a bit tatty, stains on walls and curtains, and bathroom plug falls out of the wall and is broken. Not acceptable whatsoever for £300 a night.|-Only 1 coffee machine to serve an entire breakfast room, come on, surely you can afford...

Definitely not a 5 star hotel. I have been to 3 star hotels infinitely better than this one. We were put in a different room than the one we booked and when we complained they moved us to a room that didn't seem to get cleaned since the 80s. Broken window, letting street noise in, fire alarm going on for no reason several times in a row preventing me from sleeping. When I complained at the reception desk, I was told that this fire alarm problem had been going on for a few weeks, that there wasn't much they could do, but that during the night it would stop (!!!) We were exhausted before the trip even started. With the exception of one polite employee (new, apparently started two weeks ago) all the employees extremely arrogant and rude. As if they were doing us a favor and not their job. We even had to listen a concierge making an extremely racist comment about how the heat wave in London was Morocco's fault and that "they could have this horrible weather, we (English) don't want it!". I asked for an plug adapter as the only plug close to the bed did not fit my CPAP machine, and even though I had borrowed an adapter during the afternoon, now the concierge was saying they did not have such a loaner and suggested I should have bought one earlier. Because of the deafening fire alarm going on for no reason, I also asked for earplugs, and the concierge's response was to say that no, I would not need those because, as they had mentioned before, at night the alarm should stop and turned away. I will definitely never go back to this hotel again and would not recommend it to anyone. Any Ibis can be better than this supposedly 5 star, full of staff with no...

The location of the hotel is amazing, but that’s about it. I’ve travelled there with a group of colleagues and I have to admit we have made a big mistake when booking this hotel. The state of the rooms do not justify the price tag. In my room, the air conditioning did not work. Or if it did, then it made very little difference to the temperature in the room. The bed was also so soft that I woke after one night of sleeping with pain in the back. Having gone through the day with pain, I thought I would sleep it off. Little did I know that a white night was waiting for me. I tried all the tricks in the book to make myself fall asleep only to give up around 1.00 am and I went down the reception of Barbican rooms to ask for painkillers. The guard/receptionist did not have so he called the main reception, but they did not have any as well. The amount of effort they put in was minimal, even though I made it clear that my back pain is caused by the bed. I ended up walking around London trying to find painkillers without any instructions from the receptionist. I can navigate myself, but given that the hotel prides itself as a 4 star hotel, the service is really missing.

From my colleagues, I’ve heard the following: one bathroom had broken tiles and the shower head was ducktaped. The tv was not working and the air conditioning was just as faulty as mine. another colleague’s tv set would inly show a single channel which had a wimbledon match from 20 years ago another colleague could not use the usb charger from the room because it was faulty

All in all, I can only recommend people to stay away...