Exceptional

Liked: Excellent location

Great aervice

Liked: The hotel was nice and the staff were very friendly. We ran into a situation where we were scammed out of our AirBnB we had rented on our way to London so we had to rebook a hotel so we had somewhere to sleep that night. The staff were very friendly and treated us with dignity and respect when we arrived which is rare to find in London. We would stay here again 100%.
Disliked: N/a

Not the hotel we booked,...

Liked: The hotel room was very clean and tidy.Pleasant cleaner.Reception staff and Porter polite and helpful
Disliked: Our biggest problem is that you sent us an email at 06.30 on the morning of our travel to tell us we were no longer staying at The Piccadilly but were now going to be staying at the Montcalm, Marble Arch. We were not given any choice and at that time, it was difficult to start looking at other hotels anyway as we were starting our journey. Whilst we understand there is a pandemic,, we are certain that you were aware that the hotel was closed before 06.30 on the morning of our travel. The reason we chose The Piccadilly was because it was the ideal place to stay for the places we wanted to visit and the restaurants we had booked, therefore, staying at The Montcalm was very inconvenient to us.We did not feel the Montcalm was of a 5* standard. The room we were given was very standard considering we had been forced to move to another hotel. The breakfast was buffet style, which we were very concerned about. We have visited other hotels recently and been told it was only table service due to the pandemic so to see people handling produce, cutlery and plates was quite alarming given the increase in infections currently. The staff were reasonably quick in bringing tea and coffee to the table but if you required anything else, it took time to not only get their attention but to actually have the item brought to the table.The food was also of a disappointing standard and felt like the cheapest version of everything had been purchased. Nothing tasted nice. Bacon was not cooked properly and was soggy, sausages tasteless, eggs looked unappetising and watery.We used the hotel bar one night. The barman had no Bailey's due to "a large party the night before"!! and no nuts or crisps which we felt should be pretty standard and complimentary for a so called 5* hotel.Coffee was good.Fruit bowl was good.

Good location

Liked: Location good right next to the theatre not 5star
Disliked: The continental breakfast served in room was poor , very minimal and brought wring juice

We have a great time,...

Liked: Excellent location, very clean rooms. unfortunately the Spa and Restaurant were closed but the service was lovely.
Disliked: The lift can be a bit slow, shame they hadn't got the spa up and running, but understandable considering we are still in a pandemic.

Very good

Bad stay

Liked: Location was ok for our trip based on what we were doing but the property it?s self did not reach expectations. Considering this is rated 5 stars we were extremely shocked by the property.
Disliked: The rooms were neglected. Poor cleaning standards - dust everywhere. Very dated, fixtures and fitting were faulty, poor paint work. Two single beds pushed together. Mould in both rooms. We were told on arrival the restaurant and bar was closed which was unexpected as restaurants and bars are now open everywhere else. Our breakfast was served to the room and quite possibly the worst breakfast I have ever seen. A poor selection of a fruit salad. Cold toast, 2 butters for 4 slices, coffee was the worst I?ve tasted. Juice was not what we asked for and to top it off room temp yoghurt and cereal. We also complained about the rooms when we arrived and were told that our breakfast would be upgraded - if that?s an upgrade I dread to think what other guests are receiving. We had to go and get breakfast from somewhere else?s, you get a better breakfast at a premier inn! Staff were unitentive and unhelpful. Really shocked at how this could be rated 5 stars. I wouldn?t even give it a 3 and I?m not one to complain. So disappointed as I regularly book through booking.com and I have never had a bad trip.

Fantastic location, could do with...

Liked: Fantastic location
Disliked: Spa not open but not informed when booking, breakfast served in room but wasn?t asked if vegetarian, 3x meat breakfasts delivered but unable to eat, plus no soya milk although asked a day in advance.

Superb