Malmaison Hotels has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
Malmaison Aberdeen We were out celebrating with my friends for a birthday we sat outside staff were attentive. Maybe a little too attentive for my liking. Our group were a group of young women. Our waiter who was charming and lovely and and obviously was great at his job. Became a little too familiar and maybe just stepped over the line a little. But the food was amazing, we had some of the small plates and all delicious.
Aberdeen Hotel experience on non business related trip was extremely poor, so much so that I shortened my stay from 3 nights to 1. Room was satisfactory but staff were poor with the exception of the night porter. Manageress repeatedly referred to me as ‘dear’ and had a poor attitude. This same attitude was demonstrated by other reception staff and the Breakfast Manager provided no level of service and when I complained simply smiled as if it didn’t matter. The overall experience showed that the staff believed that it was acceptable to provide poor service because residents are staying due to business and are willing to accept less than average standards because they are not paying for it. This was my first and last stay at a Malmaison hotel. I stayed on the weekend of the digital outages in Spain and wanted to pay for some elements of my stay with cash but was told that the hotel didn’t allow cash in any way. Furthermore, I was expected to pay a lump sum up front to put towards any ‘extras’. When I refused, I was charged for my entire stay in advance. In my world, I pay for goods and services once I have experienced them and not in advance when I don’t know what I am paying for. Non residents are also not entitled to pay with cash. A flawed and fragile business model in this world of over reliance on technology. Never again.
Christmas 2023 - worse Christmas ever... reception staff were extremely rude when they tried to charge me twice for Xmas day lunch plus some other unwarranted charges. Manager was unapologetic when he realised their mistake. Xmas day lunch was extremely poor...I had one carrot as a veg portion. And had a very upset stomach afterwards. Christmas Eve one of my party was taken ill after eating in their restaurant. I just hope they have changed their staff members since then...no one should be treated so disgracefully !
Went to York hotel, we took our friends that was visiting from Essex to see the roof top bar. Asked for a rooftop table for drinks and the guy who was taking the booking said we needed to make a reservation (very blunt & rude) we went to look outside and there was loads of empty tables, we asked again and told him there was plenty of space again he bluntly replied NO as we had to make a reservation. Was shown inside as far away from the outside possible sat next to the bar, told only waitress service, waited 15 mins to be served, asked for 4 drinks and waited another 15 mins for them to be delivered. we paid £32 with an additional service of £3.20 and we was sat next to the bar !!! Rude staff and will not be visiting again
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Visited the malmaison liverpool was a lovely room and liverpool.was a great place to visit. I no its pet friendly and have dogs in our family but was shocked to see 2 dogs eating and being fed in reception from plates used for guest's....I have been told they have no control over the way guest feed there pets!!
Date of experience: September 14, 2021
Stayed at Malmaison Brighton. Was very difficult to find. Nice view of harbour,but area around it not nice. Was told at desk of all the Covid rules. When entering room found it to be small and cramped,had a harbour view room. Entered bathroom to find a open bottle of conditioner left next to shower not hotel’s conditioner but last guest. Therefore must presume shower was not cleaned. Floor was dirty and there was a layer of dust on sink area. Told reception and they just said ok. So cleaned it myself. Breakfast was timed but food still arrived cold. Would not recommend.
Date of experience: September 4, 2021
Stayed at Newcastle upon Tyne,great location and hotel. Staff excellent especially the breakfast team ,the lady who greeted us and Rhys. Well worth the money to stay here
Date of experience: August 19, 2021
Feel a bit done with Malmaison. Think they get a lot wrong. They are demonstrating a desire to be more green. It meant we got asked twice if we were willing to for go our room being cleaned. I was happy to say no as part of the luxury of staying in a hotel it your room being done. It wasn’t even done great. We’d spilled drink on the duvet the night before and the stain was still on it. So they just made the bed. Also we left a room key In the slot and they took it. My real beef is your guilting the guests to be green but not reflecting it in the price. Also are you planning on reducing the housekeeping hours? I’m just not buying into the ethical stance. To me it’s about cost saving. They have notices at the lifts suggesting people take the stairs and to think about the extra calories they will burn. It’s 2021 and who ever agreed to that type of notices needs to go on some training. It’s potentially fat shaming. Triggering to anyone with eating disorders and sad to anyone who can’t use their legs so don’t have the choice. Do better malmaison as a chain we will not be using you again and I suggest you get it right!
Date of experience: August 6, 2021
US
We had the most amazing time at this hotel service staff and food fantastic The hotel location is fantastic and we enjoyed sitting by the canal with a drink The choice of breakfast options were fantastic and the hotel was spotless The staff all friendly and helpful definitely going back
Date of experience: August 2, 2021
Terrible Service. The hotel agreed to refund us for one night but has simply not done so. We've been chasing them for six weeks now and nothing has happened. They don't even bother to reply to messages. We must have stayed with Malmaison at least 50 times in recent decades. Never again, they treat loyal customers with contempt.
Date of experience: July 8, 2021
US
Terrible customer service. Have booked a stay through a third party, but have had no confirmation booking from them (although Malmaison have the booking). We want to move the booking to another day as our concert locally has been postponed because of Covid. Malmaison have been very unhelpful and tell us to go through the third party. The third party have not sent us a confirmation and will not respond to us. Despite several requests Malmaison will not help us. Very poor for such a prestige name.
Date of experience: June 22, 2021
Great location and service superb. Josh C was very helpful
Date of experience: June 19, 2021
