Malmaison Hotels
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Malmaison Brighton….dont!
Malmaison Brighton…. Upgraded to a deluxe sea view room more than a week prior to my stay, a two year delayed bday celebration for my sister and I following death of our father. Prior to the stay I had contacted malmaison customer team to ensure they had the upgrade, they did. Day of the stay I am called by reception who tell me there is an issue with the room and do I need a twin room. I said I did, I was then offered a ‘continental’ twin, which is a double bed with two duvets…I said no, that’s basically a double bed…I asked if they were overbooked, I was told it was a maintenance issue. The receptionist said she would speak to her manager and get back to me. Less than 5 minutes passed and she called me back and told me the issue was now resolved and on arrival we would get a free Prosecco because I had been worried by the call. On arrival at the hotel we were asked to wait for the manager as there was an issue with the room…we were offered a free Prosecco…we sat down with a non alcoholic cocktail and waited. 45 minutes later I went to reception to see what was going on. It takes a while but basically the issue was there was no deluxe sea view twin room, all were taken by people who arrived the day before…so our option was a double room, or standard twin…I felt so angry and so disappointed and basically lied to. Apparently scaffolding on 3 rooms, I guess 3 of the 5 twins meant a shortage of twin rooms…we were told there were only 2 twins in operation…we counted the rooms with scaffolding from outside later…so we end up being offered breakfast as compensation as that was all the reception person was authorised to offer and a standard twin…the standard twin is a dark internal room, nothing special. A room I would not recommend. The only reason you’d stay at this hotel is the sea view. The marina is an unpleasant area, getting out of it to walk into Brighton means negotiating a kind of wasteland of car parks…if we had known about the issue earlier we would have gone to another hotel…I complained in writing last Friday, have yet to hear….we checked out a day early…my previous stays at Malmaison hotels have generally been good but it’s been some time since the last one, and I fear the chain is going downhill