Stephengb
6.0Could improveWe recently stayed at Montcalm Royal House and, overall, had a lovely stay. The hotel itself is beautiful, the spa facilities were excellent, the rooftop terrace was a real highlight, and breakfast was fantastic. The staff we encountered during our stay were friendly, and we left with very positive memories. Unfortunately, those memories have been overshadowed by what happened after we checked out. We accidentally left a pair of hair straighteners, worth around £200, in our room. We realised our mistake the same day and contacted the hotel immediately. We were confident they had been left in the room, yet we were told that housekeeping had not found them. Since then, we've made numerous phone calls, been assured that further checks would be carried out, and have even been asked on two separate occasions to email the details, only to receive no response. We completely understand that mistakes can happen and appreciate that not every lost item is recovered. However, what has been most disappointing is the lack of communication and apparent lack of urgency in dealing with our concerns. Being repeatedly told someone would get back to us, only to hear nothing, has left us feeling ignored and as though our issue simply isn't important. For a five-star hotel, we expected a much higher standard of customer service after our stay. A clear explanation, regular updates, or even a sincere acknowledgement of our concerns would have gone a long way. It's a real shame because our stay itself was genuinely enjoyable, but the way this situation has been handled has left a sour ending to what should have been an excellent experience