Montcalm Marble Arch Townhouse Reviews
Montcalm Marble Arch Townhouse
41 Great Cumberland Pl, Westminster, London, W1H 7LG, United KingdomView Hotel Details
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Montcalm Marble Arch Townhouse Guest Reviews
3.1/5
71 review
Verified reviewsLocation3.1
Amenities3.0
Service3.3
Cleanliness3.1
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All reviews(71)
Positive reviews(24)
Reviews with photos/video(3)
Negative reviews(17)
Guest User
Club Room
Stayed in Jul 2024
Business travelers
1 review
Very Good
Posted on Jul 30, 2024
Standard not as expected from Montcalm
Response from Property: Dear Guest, Thank you for your recent review. Kind regards
Guest User
Deluxe Single Room
Stayed in Aug 2024
Other
1 review
Posted on Aug 19, 2024
Good luck
Response from Property: Dear Guest, Thank you for your recent review. Kind regards
MillerCatherine
Deluxe Room
Stayed in May 2022
Business travelers
2 review
Posted on May 16, 2022
This is one of the worst hotels I've ever stayed in. There is no lift, I had to switch rooms due to extremely loud banging noises, the carpet was incredibly dirty, the kettle didn't work (which was just as well as the corner of the room it was in had a terrible smell), and the shower stopped working while I was in it.
The location is fantastic, extremely convenient to parks and high streets--every day I walked to great food and theatre.
Response from Property: Dear MillerCatherine, Thank you for taking the time to share your feedback. We deeply regret that your stay did not meet your expectations and apologize for the numerous issues you encountered.The lack of a lift, loud noises, dirty carpet, malfunctioning kettle, unpleasant smell, and shower issues are all unacceptable, and we are truly sorry for the inconvenience these problems caused you. This is not the standard of service and quality we strive to provide.We are, however, glad to hear that you enjoyed the convenient location and proximity to parks, great food, and theatre.Please reach out to us directly so we can discuss your experience further and make amends. We value your feedback and hope you will give us another opportunity to provide you with a much-improved experience in the future.Sincerely, The Montcalm Hotel Management Team
Guest User
Deluxe Room
Stayed in Apr 2024
Couples
1 review
Posted on Apr 28, 2024
Booked 20m2 delux room with view. We found the room very small, from the edge of the bed to the wall, a person next to it could barely fit. View? Basement with window and grates.
Cold room, bathroom with electric radiator not working, air conditioner not working. They provided us with an electric stove which also did not work. They provided us with a second electric heater, we had to place it against the wall, it couldn't stand up. Meanwhile my wife left with flu. Absolutely to avoid.
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DASEIS
Deluxe Single Room
Stayed in Jul 2024
Business travelers
7 review
Posted on Jul 11, 2024
The house is old and very small
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Response from Property: Dear Guest, Thank you for your recent review. Kind regards
KennedyHoliday
Stayed in Jun 2024
Couples
Very Good
Posted on Jun 27, 2024
Had a fantastic weekend away for a wedding. The reviews on here were slightly concerning. But when we arrived we had none of the issues mentioned. You do need to walk a small distance to collect your keys as the hotel is many apartment blocks on the street. Room was clean and spacious. Only two small issues. The shower head is a rainfall type so little awkward if you don't want to get your hair wet. Secondly a few socket switches were loose but pointed these out at checkout and they seemed concerned so hopefully sorted this out. Left our bags at checkout to get more of London and returned hours later to collect them with no issues. Would stay here again.
Response from Property: Dear Valued Guest hank you for taking the time to post such a lovely review of your most recent experience . It was a true pleasure to have hosted you here at the hotel. My team will be thrilled to also read that you found the hotel like a 'home away from home', we strive to create this feeling with every single guest that walks through our front door. We are very lucky with regards to the location of our hotel. I very much look forward to welcoming you back soon. Regards Tamas Jurca
Vijay A
Stayed in Jul 2024
Family
Posted on Jul 19, 2024
I made reservations thinking this was a 5-star hotel. When I arrived at the hotel, the receptionist said that my room was leaking and would move us to a sister property next door. He took us down to the basement which was a tiny room with enough space to fit a double bed. I refused to stay and the receptionist made a call to his colleague (seemed like a stunt) and showed us another room on the ground floor which was a bit bigger but up to a 2-star standard (soiled carpets, old furniture and not up to the mark). I think this whole thing was a scam and possibly had offered my room to another larger group party which I saw at breakfast the next morning. I would not recommend this place to anyone.
Response from Property: Dear Guest, We deeply apologize for the distressing experience you had during your recent stay. Your feedback is important to us, and we regret that your stay did not meet the high standards we strive to provide. We are particularly concerned about the condition of the room you were given, including the stained bedsheets, noisy air conditioning, peeling wallpaper, cracked sink, and dirty carpet. This is not acceptable, and we will address these issues with our housekeeping and maintenance teams immediately. We also apologize for the inconvenience caused by the room's location and the lack of an elevator, especially considering your knee injury. The unhelpful response from our staff is unacceptable, and we will be conducting additional training to ensure all guests receive the consideration and assistance they deserve. Regarding the miscommunication about your room and the subsequent offer of complimentary breakfast, we understand why this felt insulting given the circumstances. We are truly sorry for this oversight. Please reach out to us directly at fom@montcalm.co.uk so we can discuss your experience further and offer appropriate compensation for your troubles. We value your feedback and hope you will give us another opportunity to provide you with a much-improved experience in the future. Sincerely, The Montcalm Hotel Management Team
androulla c
Stayed in Jul 2024
Couples
Posted on Jul 7, 2024
Don’t stay here. Boobed in May a double versus room advertisement on bookings. Com with photo showing g spacious room with sofa well decorated etc REALITY - the room provided was in basement of sister hotel a few doors down there was no lift I have a knee injury so found the steep narrow staircase a real problem . Room was tiny - bedsheets stained with blood , pillows and bed lumpy, aircon so noisy we needed to stuff the plastic case to stop rattle as couldn’t turn off aircon because it became too stuffy and airless. Peeling wallpaper, cracked sink, dirty carpet, threadbare dirty, holed covers on bed. No consideration by staff who told us it would ok to leave luggage as they would sort us out with a “good room” on check in at 1 pm but when we got back at midnight they quite literally told us take it or leave it and made themselves scarce! TO find a bottle of mulled wine and an offer of free breakfast ( which was already in our package paid for) was just insulting. We didn’t get the room we paid for. Others booked later than us and not through bookings.com were treated far better we found out at breakfast
Sarah h
Stayed in Feb 2024
Couples
Posted on Feb 28, 2024
0/10 for cleanliness - used vape clearly in sight in bathroom which shows room wasn’t checked and stain on bed proving it wasn’t cleaned either. we had been switched from their suites to the hotel the DAY before our arrival due to “maintenance issues” and were promised best accommodation possible - instead we were put in the basement with a view of cigarette butt-filled grass area.
Response from Property: Dear T63HWsarahh, Many thanks for taking the time on sharing your thoughts. We deeply apologise for the inconveniences that you have faced during your stay, i have passed your feedback to my team as is valuable for us. Furthermore, we would like to welcome you soon in the near future to met your expectations. Many thanks! Kind regards, The Marble Arch team.
Roving54705314432
Stayed in Feb 2024
Family
Outstanding
Posted on Feb 12, 2024
Lovely people, all very kind and nice, the breakfast was very good, and is very close to many places, so it is easily accessible. As well beautiful, the hotel looks very nice. Met a very nice Romanian worker Corina Dinu i think, she was very helpful and lovely. Very nice Price and quality!
Response from Property: Dear Roving, Many thanks for taking your time on sharing your thoughts. We are glad you enjoyed our facilities, breakfast and our location. We are glad to be on the heart of London. We hope to welcome you back soon, in behalf of all our time please do visit us again soon. Kind regards, The Marble Arch team.
Avivatraveller123
Stayed in Nov 2023
Solo travelers
Posted on Nov 15, 2023
The only good thing is the location, very centered, close to Oxford street and transportation. Lucky me to order it only for one night. The room was the smallest I’ve ever been to. First, I was offered to get a room in the basement but I refused. There was a bit dust but the shower was clean. The noise was terrible! I’ve heard every slam door and couldn’t sleep all night. I don’t understand why in some websites, it’s written that it’s 4 stars hotel. It’s more like 2. Not recommended at all.
Response from Property: Dear Avivatraveller123, Many thanks for sharing your feedback. We deeply apologize for the experience that you faced here with us at The Marble Arch Suites. We hope after the transfer to our sister property The Marble Arch London, the remaining of your stay was pleasant. Once again we deeply apologize and we hope to welcome you back soon with me overseeing your stay from start to finish. Kind regards, Jade Brito
Lucinda_lay
Stayed in Nov 2023
Business travelers
Posted on Nov 6, 2023
Dated, dirty, tiny. I had room 6. A shoe box right behind reception. An absolute rip off! I’ve never seen such a small room. No space to put my luggage down. The table didn’t even have a chair because it wouldn’t fit in! A tiny single bed rammed up against the window and curtains so you can’t open the curtains. Old dirty carpet and very worn decor.
Response from Property: Dear Lucinda_lay, Many thanks for sharing your feedback. We deeply apologize for the experience that you faced here with us at The Marble Arch Suites. We hope after the transfer to our sister property The Marble Arch London, the remaining of your stay was pleasant. Once again we deeply apologize and we hope to welcome you back soon with me overseeing your stay from start to finish. Kind regards, Jade Brito
Guest User
Stayed in Nov 2023
Other
Outstanding
Posted on Nov 5, 2023
Had great stay!!!. Although at the beginning we were offered a room in basement and the worst part was I've issues with my leg and climbing up and down would have been a nightmare. However, thank you so much to the gentlemen Karim . He not only understood the problem but instantly he offered us a specious room on ground floor. A part from that breakfast was top-notch. The only disadvantage is they don't have any elevator in the building but with great service you're forced to give them a 5*.
Guest User
Stayed in Oct 2023
Other
Posted on Oct 26, 2023
Hotel reported they had had a flood and were unable to accommodate all of our party, stating they had sent an email that day. They wanted to send a single woman to a hotel ten minutes away. Denied breakfast even though it had been booked as part of our package. Poor standard of decor , noisy with the sound of the electricity boxes humming all night disturbing sleep. Room in the basement so very dark and curtails that didn’t open fully .Cramped room and bathroom with not enough room to swing a cat. Room unclean ,bedding and pillow dirty , headboard damaged . To remote didn’t work , fridge was hot. All rooms in our party unpleasant.
Guest User
Stayed in Apr 2023
Other
Posted on Apr 10, 2023
I was really surprised how shabby and run down this place was. Multiple stains on the carpet, furniture really bashed and the bathroom in particular was horrible. The shower cubicle was filthy and mouldy looking, the floor tiles badly cracked and the extractor fan was thick with dirt and grime. All this quite visible by just standing there - I didn’t have to hunt down these issues like they do in 4 in a bed! The bathroom had a horrible lingering smell too. I asked reception if I could move rooms and whilst they were very understanding and showed me another room, this was equally as grim. As this alternative was in the basement, I decided to stay put. Apart from some dodgy looking stains in the duvet the bed was actually quite comfy. The Studios are in a great location but at £300+ per night I would NEVER stay here again. It had a feel of somewhere that was quite stylish 15 years ago but had received very little TLC and has become rundown. Much nicer hotels in the vicinity - book these at your peril!
Response from Property: Dear Guest, Thank you for taking the time to share your feedback regarding your recent stay with us. We genuinely regret hearing about the various issues you experienced. The condition you've described is certainly not up to our usual standards, and I'm deeply sorry for the inconvenience and discomfort you experienced. We hold ourselves to a higher standard, and it's disappointing to learn we did not meet your expectations. Your feedback about the room cleanliness and state of the furniture and bathroom is alarming and will be addressed with our housekeeping and maintenance teams immediately. I assure you that this isn't the usual feedback we receive, and we will take swift corrective measures. While I'm pleased that you found the bed comfortable and the location convenient, it's clear that other aspects of your stay were less than satisfactory. We sincerely appreciate your honest feedback as it gives us an opportunity to improve. Once again, I deeply apologize for the unpleasant experience you had at our hotel. Should you decide to give us another chance, please contact me directly. I would like to ensure that you have a more positive and comfortable experience. Warm regards, Jade Brito Manager On Duty