Travelling alone and on arrival, I was initially shown to a tiny room under the eaves on the 5th floor and to reach it I had to negotiate lifts, stairs and corridors. That in iteslf was not a problem, but as the room was right beside a lift shaft I asked to be moved to a quieter room. The porter was very nice and went to see if I could be moved - and disappeared. On chasing up, another very pleasant porter collected me and together we traipsed along corridors up and down stairs and lifts, to another, much larger room.
We entered, deposited my bags and I looked to settle in before we realised that the room was occupied with the guest apparently in the bathroom.
We beat a hasty retreat - back along long corridors etc. to reception. Eventually, another room was sorted out and off we went again. We entered the (empty room) and the porter left me. I settled in and sometime later, a guest walked in unannounced with her own key. She had been given a key to the same room and was as unimpressed as I was.
All rather farcical, but such lax security is very serious - guests should not be obliged to deadlock their door as soon as they enter and if I cannot be guaranteed a secure and safe environment, all of the mod cons avaialble could not make up for it.
I was called by the duty manager with an apology and a bottle of wine was offered, but this missed the point. I filled out a feedback form and recounted events on check-out, but have not heard further.
The room itself was very nice and the bed really comfortable, although the windows did not shut properly to keep out the noise. The staff were very pleasant although failed to grasp how serious these shortcomings were. Finally, the room service menu was very expensive.
Would I recommend the hotel? If they could sort out secuirty (and I see that I am not the first to complain), then yes, for those who need to be on that side of town. As it stands, instead of a "very good", it has to a "poor" rating. What a shame.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your valuable feedback.
We are glad to read that our team members were helpful and attentive and you found our bed comfortable, however I would like to take this opportunity to apologise for the challenges you faced during your visit to the Montcalm London City. We have shared your comments with the relevant departments. Actions have been taken to ensure that correct security policies and procedures are followed and that standards and service levels are met.
We would like to welcome you back to the Montcalm London City; perhaps you could give us another opportunity to make it up to you, and provide you the exceptionally high standard of service you would rightly expect from us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.