Montcalm East, Autograph Collection

Room facilities

NA

Hotel was nice and breakfast good. Staff friendly.

Dear General Manager, I am contacting you regarding a stay I booked and paid for for my daughter and son-in-law as part of their honeymoon. I specifically informed the hotel that this was their honeymoon because I wanted their stay at a 5-star property to be a particularly enjoyable part of their trip. Unfortunately, the service they received was extremely disappointing and certainly did not reflect the standard I believed I was paying for. There was initially no recognition of their honeymoon. When a bottle of wine and sweets were eventually arranged much later in the evening, they were made to wait more than 30 minutes for them. The following day was considerably more disappointing. They returned to their room in the evening to discover that it had not been properly cleaned or serviced. Their old towels had been left, the bin had not been emptied, and clean towels had simply been provided. In addition, my daughter’s small suitcase had been placed on a chair on top of clothes she had laid out ready to wear for dinner. They also discovered that Prosecco was apparently available to guests at no extra cost, yet this had not been explained or offered to them and they had instead been offered juice. Had this been an inexpensive hotel, some shortcomings might perhaps have been understandable. However, this was sold and priced as a 5-star experience, and I booked it specifically as part of their honeymoon. I am therefore asking you to investigate their stay and provide an explanation for what happened. I would also ask you to consider an appropriate refund or other financial gesture to reflect the standard of accommodation and service actually received. This was meant to be a special experience for my daughter and son-in-law, and it is extremely disappointing that instead I am having to raise a complaint about it. I look forward to your response and proposed resolution.

the place was clean and nice, especially the staff so helpful and go over the top to make your stay feel better

We really enjoyed the spa despite the jacuzzi being out of action. The property was decorated well and had an executive feel

The sky high room felt considerably overlooked by another building that it felt uncomfortable to keep the blind open. There was no way to control the temperature in the bathroom, nor a way to block the sun from lighting the bedroom through the frosted bathroom door