Terms & Conditions

We take great care to provide you everything you need to know on our website to choose the right room for you, and invite all our visitors to read and understand our terms and conditions before finalizing their bookings.

By making a booking via our website, you also accept and agree with the standard terms and conditions as set out below.

Information on the website

All information on this website pertains to 'The Montcalm London Marble Arch' as well as information specific to every hotel in the Montcalm Luxury Hotels collection. Although we have taken great care to make this website as clear and informative as possible, The Montcalm London Marble Arch cannot guarantee that the information is error or omission free and will not be liable for any inconveniences, loss of revenue or damages resulting from the direct or indirect use of any information on this website.

We also take great care to ensure that all information on our website is accurate, appropriate and current, and content is reviewed regularly to this end. However, we cannot guarantee that the rates and hotels listed will be available at the time of booking.

If you feel that certain information is expressly needed and cannot be found on this website, please do not hesitate to contact us and we will rectify and/or provide the information required without delay.


Individual Bookings:

A valid credit / debit card is required for all bookings. We accept Visa, Master Card, American Express, Diners and Switch only), valid until the date of departure from the hotel. The credit card details will be passed directly to the hotel to guarantee your booking. The hotel reserves the right to take a pre-authorization of the credit/debit card for the first night in order to secure the booking 48hrs prior to the date of arrival. If the card is declined, the hotel will attempt to contact the guest and reserves the right to cancel the booking if an alternative valid card is not provided. Bookings cannot be guaranteed without a valid credit/debit card. Please note that completing the reservation form does not constitute a confirmed reservation. The Montcalm London Marble Arch will send you a confirmation of reservation by e-mail or by fax with a booking reference number, which must be presented on arrival at the hotel. Please also note that full payment is required at check-in.

Group Bookings:

We welcome group bookings of 10 rooms or more, however please note that group bookings are subject to different agreed conditions to those set out above for individual bookings.

For more information on individual or group reservations, please contact reservations@montcalm.co.uk or + 44 (0) 20 7479 2233.

Manage Your Booking Online

It's now easier than ever to amend, modify or cancel your booking online. Simply go to View/Modify Reservation' to make changes to your booking or 'Cancel Reservation' to cancel your booking, entering your reservation ID and email address. Your booking details will then be displayed, allowing you to make the amendment.


Individual Bookings:

Cancellations must be received before 14:00 hours, 24 hours prior to your expected arrival date. If a cancellation is received after this time, or in the case of non-arrival, the hotel will charge for one night's accommodation.

Please note that cancellation policies vary for special offers, discounted rates and packages. Please check at the time of booking, or for more information please contact reservations on +44 (0)20 7479 2233.

Group Bookings:

Group bookings are subject to different agreed conditions to those set out above for individual bookings. In the event of cancellation or non-arrival, we will charge the full amount of the tariff specified, unless otherwise agreed in writing. All cancellations must be made directly with our Groups Desk by fax or email, and we will ask for written proof of the cancellation.

For more information on individual or group cancellation please contact reservations@montcalm.co.uk or+ 44 (0) 20 7479 2233.

COVID-19: Update to our Non Refundable Booking Policy

Bookings made before 16th March 2020 for stay until 30th April 2020

- For guests with existing reservations made before March 16, 2020 until April 30, 2020, including reservations with pre-paid rates, we have waived the charges applied for all non-refundable bookings.

- For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30, 2020, we will allow the reservation to be amended to another arrival date at no extra charge up to 72 hours before your scheduled arrival date. * Please note that changes to the reservation will be subject to availability and any rate differences.

To amend your booking, please contact our reservations department on +44 (0) 20 7479 2233.

Payment Policy

The Montcalm London Marble Arch accepts guaranteed reservations only. You are required to enter a valid credit / debit card number to guarantee your reservation and no charges will be made by the hotel, however pre-authorisation will be taken. You are responsible for payment in full directly to the hotel upon arrival, and the hotel may require an imprint of your credit card.

In the case of Advance Purchase bookings and certain other promotional offers, the total cost of the stay is payable in full at the time of booking. Failure to provide a valid credit/debit card to secure the booking will result in automatic cancellation of the booking. Advance Purchase reservations are non-cancellable and non-amendable. In the event of a cancellation or non-arrival, no refund will be given. The name on the reservation must match the name of the credit card holder, and the same individual must check-in for the stay. The credit/debit card used to book the Advance Purchase rate must be presented at the time of check-in. If you are booking and paying for the stay on behalf of another individual, please contact our Central Reservations team prior to the arrival of the guest. Advance Purchase offers cannot be combined with any other promotional offer and the discount is non-transferable. We reserve the right to discontinue the promotion at any time without notice.

Pre-authorisation of credit/debit card

A valid credit/debit card is required at the time of making a reservation, to be used as a guarantee against a late cancellation or a no-show.
A Pre-Authorisation will be placed on that Credit/Debit card for the value of the first night's stay prior to your arrival date.
The pre-authorised amount will then be completed as credit towards the total cost of the reservation upon arrival (as long as the same card is presented and used for the payment) when the full payment will be collected.

Security Deposit

Upon arrival at the hotel, a deposit (for any incidental charges during the stay) will be required before a reservation can be checked in*
The deposit can be covered either with a valid credit/debit card or a cash deposit. This to guarantee and cover the cost of any bar, restaurant and room service charges and/or other incidentals which are charged to the room account.
The deposit amount is 50.00 per night up to a maximum of 200.00 by either credit/debit card or cash.
If the deposit is covered by cash, this will be returned on departure from the hotel. Please note that this deposit can only be collected by the person who signed the registration card, as a valid and matching signature will be required for the collection of the cash.
The hotel also reserves the right to use the deposit to cover the cost of any accidental/intentional damage to the room or any part of the hotel premises; or to cover the cost of any deep cleaning that is required due to any actions of the occupant, including smoking.

Booking Care Charter

We consider customer care our top priority and we are committed to delivering consistent customer service excellence. To read our Booking Care Charter, please click here

Privacy and Cookies Policy

We consider your privacy extremely important and will always respect it. To read our Privacy and Cookies policy, please click here

Non Smoking Policy

The Montcalm London Marble Arch is a non-smoking hotel in keeping with applicable UK laws and regulations, and strives to maintain a smoke free environment for guests, visitors and employees. Smoking in the hotel is against the law and is therefore strictly prohibited on the hotel premises, including guest rooms, corridors, bars and lavatories. The no smoking policy also applies to conference and banqueting guests. Only guest rooms indicated as smoking rooms are exempt from this policy and guests are requested to smoke only within these rooms.

There is a fixed penalty of 200.00 for non-adherence of the above policy, therefore we kindly request that you respect the law and abstain from smoking in the hotel.


We regret that pets are not allowed in the hotel, with the exception of service animals providing assistance to individuals with disabilities.

Photography Policy

Any images taken anywhere on the hotel premises or copied from our website or marketing collateral may only be used for personal and non-commercial use. The use of these images for commercial purposes including, but not limited to, publicity materials, websites, blogs, books, newspapers and magazines must be pre-approved by the Montcalm Marketing department. For more information, please contact us on pr@montcalm.co.uk.

Child policy

  • The hotel welcomes guests of all ages and our aim is to make travelling with the family even more enjoyable.
  • Children up to 2 years may share their parent's room at no extra charge. Baby cots are available upon request (subject to availability) and advance booking is required.
  • Children aged 18 years and under may not occupy a hotel room on their own and must be accompanied by a responsible adult.

Photo ID Required for All Guests Checking

Photo-ID requirement for British Citizen

Any guest who is a British citizen can provide a valid driver's License ( UK & EU Licence only) or any other ID type with guest photo

Photo-ID requirement for UK Residents

Any guests who are a resident in the United Kingdom must provide a valid passport or national ID cards with photo which states their nationality.

Photo-ID requirement for EU Residents

Guest checking in from any of the European Union countries must provide either the ID card , Passport or EU drivers licence upon check-in.

Photo-ID requirement for NON-UK & EU Residents

Guest who are not from UK or any of the EU countries can only provide a Passport as a valid photo-ID.

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