Montcalm East, Autograph Collection

For my 30th birthday weekend at Montcalm East, the welcome was lovely. We got a glass of pink Prosecco and Pago juice at the front desk, and there were robes and slippers in the room. The room had been set up with a bottle of rosé, petals, balloons, a note and sweets, which was a really nice surprise. The hotel seems well thought out, and staff made a real effort to help whenever we asked. A few things let the stay down. Some USB ports and the alarm clock didn't work, and some complimentary items, including the sewing kit, had already been opened and used. There was also a random torn carrier bag. We hadn't realized a physical card was required at check-in, so I had to use mine even though my partner wasn't keen on me doing that on my birthday. The gym equipment was surprisingly basic for this kind of hotel. On Sunday morning I called the spa hoping to book a birthday massage and use the facilities. The person who answered sounded blasé and said there were no massages running. That was a huge disappointment, as the spa was the main reason we'd chosen Montcalm. Without that, I would have rated the service five stars instead of three. A special thank you to the person who worked with my partner on the room, and to the two men at check-in, especially Billy. He took our bags up, checked on us, showed us around and was always happy to help take a nice photo.

SONAL at the front desk is a big reason I enjoyed Montcalm East enough to try extending my stay by a week just a few nights after arriving. She's thoughtful and sweet, and made me feel like a friend. I've recommended the hotel to colleagues staying at other Marriott Bonvoy accommodations in London, and I plan to return next year on another long-term trip. By the end I'll have stayed seven nights, some alone and some with family, and tried a couple of room types. Housekeeping has been fairly consistent, and having a pool is a nice addition for a city hotel. The staff are the heart of the place: incredibly friendly and accommodating, while guests should be kind and considerate too. From the welcome juice bottles to the concierge taking care of luggage, delayed check-ins with complimentary drinks and quiet halls at night, the service has been great. Thanks again to SONAL, JANESH, DANIELLA and ADEL at the front desk, plus SHERVIN and BILLY at concierge. Everyone has been so sweet and thoughtful.

The massage was the main letdown of our spa day. My therapist was warm and kind, with excellent customer service, but the treatment itself wasn't good. I'm a sports therapist with 5+ years of experience, so I know what a massage should involve. In a 50-minute treatment, all areas except the head should be worked unless agreed otherwise, but my legs and arms were barely touched. The strokes were very light, with no other manual work to release tension. My lower back and feet were neglected, my neck was skipped entirely, and too much time went to my upper back. The work there jumped from very light to very deep without building gradually. The point pressure wasn't firm or controlled, which can hurt a client. When I asked for more pressure, she suggested upgrading to deep tissue. Higher pressure isn't necessarily the same as deep tissue, which uses different techniques. The package included a de-stress massage, often a Swedish-style relaxation massage or a hybrid adapted to the guest. A Swedish massage can still use more pressure without switching to deep-tissue or sports techniques. During the treatment she checked her phone and typed twice, and several times looked at a piece of paper. I also don't think therapists should handle guests' belongings, to avoid any possible accusation of taking or touching someone's property. She may have been taught to do that in beauty or massage school, but I don't think it's advisable. The facilities were clean enough, though the spa is small. When it's quiet, you can probably have a decent time; when busy, it isn't relaxing. Some guests don't follow spa etiquette, which isn't the staff's fault, but it's useful for future customers to know. The music was pop rather than relaxing spa music. We booked a couple's room as part of the package, but at the last minute we were put in separate rooms at slightly different times without being told in advance. Separate rooms would have been fine at the same time, but some clients care about sharing a room and should be informed of changes. Booking online was easy. Phone communication with one receptionist wasn't great because she came across as rude, though she was helpful and professional over email. It was also odd that we booked a massage slot and only found out late that the time had changed. We weren't told in advance. We happened to know the right time because I'd booked spa access before the massage; otherwise I could have been late, and they might not have been able to fit me and my partner in. On arrival, the spa receptionist, who I believe was called Anini, was professional, kind and welcoming. She was the highlight of the day. This isn't meant as a negative critique. The spa has potential, but there are several things to improve.

The room service food was delicious, the bed was incredibly comfortable, and my room was so quiet. I stayed for two nights over the Easter bank holiday and got a free upgrade at check-in, which was a lovely treat. The room looked gorgeous and stylish, and I liked having a button for everything, from mood lighting and underfloor heating to the curtains. Some fixtures and plug sockets looked a little tired, and the shower floor was damaged. It was still usable and I hadn't paid extra for the room, but I told staff at checkout because it could disappoint someone paying full price. There was also a Montcalm East cube box on the bedside table that I couldn't figure out. Staff I spoke to were all kind and welcoming, and nothing seemed too much trouble. The spa was small and got busy quickly, so it could be noisy instead of relaxing. It also felt a bit worn. I'm not sure what the weird experience room was for. A man was nude in the sauna, though I hadn't seen anything saying nudity was allowed. My massage itself was good, but at £170 for an hour, I thought it was incredibly expensive and wished I hadn't booked it. Breakfast wasn't great value. The buffet was small for the price, and many things on the table-service menu still cost extra at full price. Next time I'd order from the breakfast menu instead of paying to include breakfast with my stay. At night I couldn't turn off two strong blue lights above the TV, if that was even possible. They shone straight at the bed, so the room wasn't fully dark and I had to put a blanket over my eyes. It's a shame, since the mood lighting and blackout curtains made the room feel designed for relaxing. The TV also wasn't smart, so I watched Netflix on my laptop instead of on the big screen. I'd definitely stay again, with a few changes to how I plan the visit.