Montcalm Brewery — Hotel in London

I should have paid better attention before choosing this hotel. The room I had : the fridge was not working and there was glitter on the floor: sign that it had not been vacuumed after previous guests. I called reception, very nice concierge offered to upgrade me to a bigger room . We go to the 2nd room, it is indeed bigger but gosh I almost wished I had not changed. the curtains and the rail fell on my head when I shut them tried taking a bath : the knob stayed in my hand. took a shower instead: cut my toe when climbing out with their sharp window

At that point I decide to call it a night and go to bed: only to discover the sheets are completely STAINED and the bed looked like someone had sat on it! This bed was not professionally made. I had NOT touched that pillow !!!! Its all wrinkled.

It's now been 35 minutes reception said the cleaning person was coming to change the sheets.. still waiting.

40 minutes the housekeeper comes to change the sheets . Great. She doesn't even seem to see the BIG FAT stains when I show them to her. She called her superviser who obviously acknowledged the stains. They changed the sheets. Yippy. I thought I could FINALLY call it a night... But no no no, one of the lights did not swith OFF! called reception for the 4th time, they dared to ask me if I had tried to turn off the switch 😂🙄. They send someone, he tried turning off all the switches, lights DID NOT turn off!! It's the one in the picture attached, with a very clean mirror as you can see. 😱

So I get moved to a 3rd room. I inspect the bed with the concierge, we both see hair that obviously is not ours. He took photos. At that point it's been 2 hours since moving from the 1st room so I decide to just call it a night and sleep. I did check the bed for bedbugs just in case. Soo at that point I thought it couldn't get any worse , I get into bed . I hear people screaming, arguing. I put my earplugs in. Still hear them scream. I call the concierge AGAIN to complain and ask if he can talk to them, he says yes but the shouting continues. After 10 minutes I decide to go knock on neighbors door myself and ask if everything is ok (room 133). A lady comes out , I ask her if everything is ok, she apologized saying she was dealing with an urgent situation... I go back to my room. Screaming continues. Stay tunes for another horrible story from Montcalm brewery.

I get that they are refurbishing the hotel but in this condition, it's a 1 star at most. Even a hostel would have a better service.

I just want to cry and move to another hotel but it's 11pm and the 2 nearby hotels I called are fully booked. Needless to say I will be reporting this to the Montcalm managment. The concierge who took me from room 2 to 3 was nice but clearly lacked professional experience. I asked him if this was the 1st hotel he worked at and he said yes. That's ok , everyone starts somewhere but at least an apology would have been nice instead of "I didn't know the room was like that"

This room was booked through my company, I'm going to make sure they get removed from the...

This is the worst hotel experience I've had in a very long time. The fact that they advertise this is a "5-star hotel" is frankly disrespectful. I would rank this hotel as "slightly above a run-down motel in the wrong side of town", and that's being generous. Here's a list of all the problems we had:

When I booked my reservation through my travel agency I explicitly requested a 9am early check-in. I made sure they had noted that in the reservation. We flew on a red-eye to London and got to the hotel at 8am, and they said our room wouldn't be ready until 3pm. I said that wouldn't work for us and they said they would look for a room and call me soon, so I went ahead and paid. We went for breakfast and they never called. We went back to the front desk at 10am and I asked if our room was ready yet. They said no, and that I would need to wait until 3pm. I very politely said that wouldn't work for me and we were going to a different hotel, and that I wanted a full refund since they didn't honor my reservation. Guess what happened next? Yes, they suddenly "found" a room! Unbelievable. The fact that they lied like that to my face saying that there were no rooms available only to find one when I said we were leaving should have made me run away immediately.

We finally get a room and fall asleep immediately. Then a couple hours later I wake up, freezing. I try to turn up the heat, but the thermostat is not working. Turns out the heater in this "5-star" hotel doesn't work in the middle of the winter! I call the front desk and a maintenance guy eventually comes and checks it out, and says it will take a couple days to fix it. What? I then call the front desk and say we need a new room. They ask to pack our things and say someone will come soon to take us to the new room. Of course, we wait one hour with our jackets on inside our hotel room and no one ever comes. So I call again, this time upset, and say this is really not working for us and we want to leave. Guess what, suddenly their colleague is on our way to our room, again!

We get the new room. It is warm. I check the lights and it looks like everything is working. I'm happy. Then at 10pm I'm getting ready for bed. I go to the bathroom and flush the toilet. Guess what happens next... The toilet starts leaking water into the bowl non-stop and it becomes impossible to flush it! Pressing the flush button just does nothing. I don't want to call maintenance because I need to wake up early for business meetings, so I go to bed and try to meditate to the continuous sound of running water in the toilet bowl the entire night. At least they were able to fix it the next day. But then it happened again 2 more times during our stay!

Frankly I feel completely cheated and scammed. This hotel should at least give us a 50% refund because it was honestly...

Not even close to a 5-star hotel. Worn-out and tired.

I stayed at the Montcalm Brewery for one night. Check-in was smooth, and we were upgraded to the next level room (had booked a Superior Double). The hotel is a maze, and the room numbering system makes very little sense. There was no offer to show us to our room, and it took a lot of exploring to find it.

The room (110) was OK, but not 5-star. Small, poky and very worn. The duvet cover was ripped on the corner. There was damaged trim in the room. The (old) AV panel by the desk had part of the trim missing, exposing the screws. The divan trim was ripped, exposing the internals of the divan. The hotel represents itself as a 5-star, luxury hotel. This room was not at that standard.

I explained this to the front desk, who were apologetic and offered a move to another room. We agreed to this and went out. The staff said they would move our luggage while we were gone. When we returned, we were given new keys and told that we had been upgraded again. This time, we were offered someone to take us to the room. We waited, but that didn’t happen, so we went looking. Again, it was a bit of a search to find the room.

The new room (319) was larger but still worn out. Exposed carpet grip into the bathroom, which would definitely hurt if stood on with bare feet. A gap in the carpet in the bedroom. The bath was damaged, with a dreadful repair that looked like they’d tried to fix it with Polyfilla. The showerhead was covered in paint. The marble tray in the bathroom had a corner chipped off.

On top of this, the air-con didn’t work properly (and it was really hot). The window only opened slightly. There was nobody to fix the aircon, so they brought us a fan. It was OK (just).

Then the water was cut off, so there was no running water. That’s no bath, no shower, no washing, and even no toilet flushing. They brought us three small bottles of water.

Breakfast was nice, but nothing memorable. They forgot the veggie sausages on the veggie breakfast, so they were cooked and brought out separately. Food was warm at best.

When we checked out, the lady on the desk asked how our stay had been. I replied “disappointing”. She smiled and said “ok” and continued to check us out. She was unconcerned that a guest found their stay disappointing.

In the hotel’s defence, I then received a phone call from a manager, apologising for the issues we had experienced and offering a 50% reduction on the stay.

Overall, this could be an amazing hotel, but it needs a lot of money spent on it. The rooms are tired and in desperate need of renovation. As well as the issues we found, the furniture is just worn, chipped, scuffed, stained and old. It may look luxurious from a distance, or in a carefully framed photo, but when you get up close, the...