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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Stayed in the Newcastle hotel. nice accommodation but room service was a bit slow. Nice coffee bar as well
Date of experience: June 19, 2021
Stayed in their Dundee hotel for a last minute wedding and couldn't be happier with the place, really lovely. My first time visiting Dundee and I had a great time.
Date of experience: April 29, 2021
Good hotel for a good price. Staff is friendly and helpful. Food good
Date of experience: February 8, 2021
I stayed at Malmaison Birmingham and Glasgow, both experiences were great. Staff is very nice and polite, rooms clean and food yummy.
Date of experience: November 6, 2020
My husband and I stayed overnight on a dinner, bed and breakfast offer in the Malmaison in Glasgow for our wedding anniversary in October and it was fantastic. Sadly our holiday to the Isle of Lewis to try and glimpse the northern lights was cancelled however we purchased their DBB offer and we couldn't have been happier. The meal was very nice, the cocktails are fantastic and the staff were curtious, professional and friendly. We enjoyed this so much that we are planning another visit again soon. We still have a number of cocktails we want to trial. :)
Date of experience: October 26, 2020
I have been in contact with the staff at Malmaison Brighton trying to negotiate a refund of a voucher as they are not offering the service I initially bought it for, and have not offered to extend the voucher for the time they have been closed during covid. The staff are extremely unhelpful, very slow to respond and it seems they are trying to hold onto my money for as long as possible - hence the painfully slow email correspondence. I have been directed backwards and forwards between departments for months with no success or any sort of solution being offered. Would not ever recommend them to anyone or choose them for any dining/hotel experience.
Date of experience: August 19, 2020
US
Had an amazing stay over the weekend. Our room was AMAZING with a fantastic view. We checked in around 3.30pm and was attended to by Dave. (What a credit to to The Mal) What a lovely man! I was listening to his previous check in & he was full of knowledge, nothing was to much for him. Our check in was just the same. Had an absolute beautiful 3 course meal ( the prawn starter I would highly recommend ) .Had a peaceful nights sleep which was well needed. Breakfast however was a little busy. But none the less was tasty. Teezy? Was fantastic for our breakfast and could not do enough for us!! Again what a credit to the hotel. Well done Malmaison. Keep your good staff!
Date of experience: February 2, 2020
US
I booked this for my wife's significant birthday as I wanted something different. It was expensive at £821 for two nights including breakfast & dinner one night but it had loads of character and in a central location. The good: Nice hotel in well converted prison. Lots of original features & character. Central location. Easy access to on foot to city centre, shopping & railway. The let downs: Prior to arrival, I had to phone to book parking as there was no way to do this on the website when booking the room. On arrival, the receptionist wanted to charge me £101 but didn't know what for when I quizzed her. I knew I had to pay for the parking but that should have been £57 for two nights. In the end, it was decided that I should pay for the parking on check out. Apparently, my booking hadn't been loaded onto the system properly. As I had prepaid for dinner in the hotel, I asked the receptionist what that meant - was it a special menu we had to choose from? What about wine - a special wine list? The receptionist didn't know the answers so after checking if we could eat at the restaurant either night, we decided to go to our room & sort out the dinner questions in the restaurant later. On arrival to the room (129), the room was pleasant and other than a couple of short & curlys in the basin (yuk!), seemed well appointed with everything you'd expect in a 4* hotel. We opted to have dinner in the restaurant on our first night so wandered down to the lower level at approx 7:20pm. On arrival in the restaurant, it became apparent it was very busy and we should have booked a table. It would have been useful if the receptionist had mentioned that when we checked in. We were given a table but asked if we'd mind vacating by 8:30pm. We said OK as long as they could serve us promptly. Dinner service was not bad considering but the staff were clearly very busy and understaffed. As a result, we had starters and mains although my side of chips didn't arrive until after I'd finished my main so I ended up having a plate of chips on their own. The salt cellar on our table & the next table were both empty so we went without rather than worry about it. Again, the staff didn't seem to know what the pre-booked dinner deal meant so we were advised to book it to our room and sort it out on check out. We ran out of time for desert as it was now 8:30pm so we retreated to our room for the night. On the up side, the food that we did have was amazing! It then became apparent that the room I'd booked (a superior double cell) only had a double bed. This was surprising given the cheaper rooms all had either queen or king size. I'm 6'4" so this makes for an uncomfortable night for both of us because I end up sleeping diagonally which doesn't leave much room for my wife. The second night, we solved this by extending the bed with a chair & cushions so it was much better but not ideal. Other things about the room: Nice waterfall power shower but controls were very sensitive so was difficult to get just the right temperature. The shower stopped after a few minutes then restarted a few seconds later. We quickly got used to the fact when it stopped it came back freezing cold then boiling hot before the temperature stabilised again. The shower was also fixed height which was only just OK for me without having to duck. In the bathroom there was also an exposed wire sticking out of the wall under the wash stand. Hopefully it was disconnected but I didn't poke it to find out. Also, the towels had a hint of deep fat fryer smell to them. In the bedroom one of the power sockets on the wall was also loose. A number of lights in the room didn't work but there were enough that did so it wasn't really an issue. There was also a smell of drains when the bathroom door was first opened after being shut all night. The next morning, breakfast was very disappointing. Lots of items on the buffet were low or ran out and when refreshed, there was a rush of bodies stocking up quickly before they ran out again. To be honest, we had a much better breakfast at a Holiday Inn Express where we paid less than 10% of the price for a room including breakfast. Service was slow (45 mins for tea & toast after multiple reminders) and no mention of hot food until we asked if we could have a menu. The final morning of our stay & breakfast was much better and more relaxed. The waiter even apologised for the service the previous morning and the evening that we ate in the hotel. It's a nice hotel but it's let down by the staff. Not anything against any of the staff themselves. They were all polite and helpful however they could obviously do with more training & more staff to run this hotel. When we checked out, we paid for the parking but refused to pay the optional service charge for the dinner that had been added automatically. The poor receptionist had only been there a week so I didn't feel it appropriate to answer anything other than "fine, apart from the service in the restaurant", when she asked how our stay had been. I would have contacted Malmaison directly with the content of this review rather posting it here if there had been a contact us button or similar on their website but I could not find such a button or link. In summary, this could be a great hotel but it is currently vastly overpriced and under staffed.
Date of experience: October 18, 2019
By far the best hotels around. Not cheap but I love them they are beautiful Xx
Date of experience: October 12, 2019
It is not a cheap hotel this, but well worth the money! Breakfast is a awesome and the hotel and staff are so well presented. Room is amazing 😉. Would stay here again for sure, the only negative would be the cost of parking as the hotel uses the Mailbox car park. The Malmaison Birmingham hotel is probably the best hotel in the area (having stayed at the Radisson and Hilton). Whilst more expensive (when we looked) this hotel was worth the money and has character and charm which the other hotel chains do not have. Would love to stay again and may try the London one off the back of such a stay.
Date of experience: October 9, 2019
