I was offered an upgrade after none of my requests sent upon booking/prior to arrival were met, and my room was not as depicted online. Special thanks to Dragi for looking after me with regards to that and the complimentary breakfast. Fruit infused drinking water placed in the lobby, gym and spa, added a nice touch. There are hand sanitizer points throughout the building. The breakfast buffet was nice but one has to get there early before the more exotic fruit and pastries run out. There are plenty of restaurants and cafés in the area as alternative options such as Prêt which serves organic coffee or Itsu for a lighter dinner. I enjoyed some art and the tropical garden at The Barbican. The gym and spa facilities are very compact but do the job. Hôtel guests can be booked into the spa for a maximum of half an hour each day of their stay which includes shower time. Realistically one can only fit in a 20 minutes swim or steam bath/sauna in that time and slots get booked up early, but it’s nice to have the option. Ventilation in the gym might need to be improved for summer.
I booked a Deluxe Single room at The Barbican Rooms. The room was not as expected. Booking.com stated the room had a bathtub. I was checked into an easy access room at The Brewery instead so no bathtub and it was dirty. Perhaps Montcalm ran out of rooms. There was no dedicated room service and a lot of staff take over shifts from each other without communicating what a guest has requested multiple times. I advise asking for Marina who is head of Housekeeping and best placed to co-ordinate staff, if the room needs to be cleaned/amenities replaced/something fixed. There was no essence sprayed in my room in either the easy access or Montcalm Club room. I was told the machine they use for it had been loaned to another site and they were waiting for a new cartridge. I had my own organic rose and frankincense essential oils with me which were better than the AmbiPur Cotton Fresh aerosol spritzed in my room. The rooms are not soundproof as I could hear people in the next room and got woken at 4.30am one night by a drunk guest who mistook my room for his and kept trying to open my door. I made the mistake of taking my laptop bag to the spa. I was advised they would put it in the luggage room for safekeeping rather than a locker. I later found my new laptop with a cracked screen and dent in it as if something heavy had been placed on top of it, a suitcase maybe, very disappointed and waiting to hear back from The Royal as to whether I can view CCTV footage of the luggage room while my laptop was in there. My stay felt like I was at a 3/4 star hotel at times, only thanks to a few thoughtful staff members did it end up feeling like a basic 5 star experience by the time I neared the end of my stay. The bath water outlet popped off revealing years of grime. I had to soak it in soapy water for an hour before I could get it all off, after which it fitted back in and worked perfectly. The hairdryer looked extremely worn although it just about worked.