Montcalm Piccadilly Townhouse, London West End

The staff were so lovely and attentive, but the hotel’s management is the problem. I emailed with requests and never got a reply to either my first or follow-up email. I’d paid for a suite and was given a smaller room, with no acknowledgement. The carpet and bathroom were dirty, with lots of hair on the floor and dust and dirt on the shower screen and inside the bath. The shower screen couldn’t be opened enough to turn on the bath because the sink is in the way, so you have to climb into the bath to reach the tap. The hotel also needs better accessibility. There isn’t even a ramp at the entrance. Soundproofing is poor. At 3am, before a work event, I was woken by emergency sirens on the main road. Breakfast was poor too. The £15 voucher only covers a small Gail's, with pastries and porridge and nothing else. No toast, no cooked food, not even an egg.

We only stayed one night while in London for a show, but would love to return for longer. The room was lovely and very clean, with complimentary fruit and a bottle of wine. We’d dropped our bags off early so we could make the most of the day, then got a call in the afternoon to say the room was ready. We were shown up when we came back. The team were welcoming and nothing was too much trouble. We didn’t have breakfast at Gail's, but it looked very nice, so we’d probably try it next time. The 11:00 checkout was great, and the hotel kept our luggage all day when we left. They even offered us a glass of Prosecco before our taxi. A big thank you to Josh, Aura, Doina, Tilly, Wiki, Bohdana and Mo. We’ll come again.

The West End location made this a handy base for seeing a show, with every theatre within a 15mins walk and no need for a tube or bus. We stayed on a Wednesday night and booked directly with the hotel, which was a really simple process. We arrived two hours early to drop our luggage as arranged, but the room was ready already. Doina and Josh at reception were friendly and genuinely interested in our stay. Josh showed us to the room and explained that the concierge could recommend places to eat or drink. The room was very clean, the A/C worked well, and a complimentary fruit bowl and other amenities were provided. We were on the 5th floor in Room 502, overlooking the main road, yet heard no traffic and slept very well. Checkout at 11:00 am felt much more civilised. The hotel held our bags until 2:00pm while we did some sightseeing before our train. We met the team during the stay and want to thank Doina, Josh, Tilley, Aura, Wiki & Mo for their warmth and outstanding service. Nothing was too much trouble, and we’ve never felt so welcome.

We came back again and had the loveliest time. Our room was upgraded, and it was super clean, comfortable and well equipped. Everyone at the hotel was helpful, caring and friendly, including the people we passed in the corridors and the wonderful Front Desk Team: Aura, Doina, Tilly, Josh, Wiki, Bohdana and Mo. We’ll be back!