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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malmaison.com125 total • Write a review
US
Love this hotel chain and have stayed in almost all of them numerous times ( whole thoroughly recommend this chain) Went to the one in Leith again for my b day ( beautiful location and free parking) and had minor issue with my stay . Got in contact with Beata and since then she has one of the most professional approaches to helping I have ever experienced, Lady is a total asset to your company. For anyone reading this who likes hotels, give Malmaison a bash, beautiful rooms, bars, restaurants and some of their venues and locations are stunning and as the review says, great staff ( and no I don’t work for Mal in case your wondering )
Date of experience: December 11, 2024
US
A truly delightful experience. Having previously stayed at several Malmaison hotels, we had high expectations for York Malmaison on our first visit last weekend, and we were not disappointed. My partner had booked a room and requested an extra bed for her child. Upon arrival, we were given a room on the 4th floor, but when we got to the room, we noticed the extra bed was missing. A quick call to reception was met with the most courteous response; the receptionist kindly offered to send housekeeping straight away to resolve it. After about half an hour, she rang back, inviting us to reception to discuss the matter in person. She explained that our initial room was a bit too small for an extra bed and promptly offered us a new room key. Imagine our surprise and delight when we opened the door to find ourselves in a stunning suite! We then decided to dine in the hotel restaurant, where both the food and the staff exceeded all expectations. Each team member took the time to chat with us, which made us feel so warmly welcomed. Later, we asked if we might take a look at the Sora rooftop restaurant and bar. Given that we had a 12-year-old with us, we would have completely understood if they declined; however, we were welcomed warmly and shown to a lovely sofa area with fantastic views. Even in the bustling atmosphere, the staff were incredibly attentive. Tempted by the luscious cocktails on offer, we couldn't resist and indulged in a few. At one point, we asked a lovely waitress if we could step outside on the rooftop terrace. She kindly directed us, assuring us she’d hold our table for our return. The views from there were absolutely breath taking. Later, we enjoyed a quiet drink in the downstairs bar, a beautifully laid-out and immaculate space with a welcoming atmosphere. As we were relaxing, a gentleman from the hotel approached us, inquiring about our stay and whether we were enjoying the suite. He engaged us in a friendly conversation about York, other hotels we had visited, and the Malmaison experience. To our delight, he also mentioned that the drinks we’d ordered were on the house as a thank-you. This gentleman and indeed every single staff member we encountered, went above and beyond. We have never felt so genuinely welcomed in any hotel, including other Malmaison locations. The impeccable décor, thoughtful layout, warm and professional staff, and the inviting atmosphere made for an unforgettable stay. We’re already looking forward to booking another suite and can’t wait to return! The gentleman's name was Chris Shaw, Deputy General Manager, he and his team certainly are a credit to the brand and hospitality itself!
Date of experience: November 9, 2024
VIP treatment. I stayed in the Malmaison London on the 27th and had an excellent night sleep, the staff were helpful and check in was smooth. The thing that really impressed me was on the morning of the 28th I needed an upgraded suite ASAP for a VIP client. A lady named Blessing on the desk was incredibly helpful and managed to sort out something immediately saving me the ire of an incredibly important client.
Date of experience: October 30, 2024
A very unfortunate stay here, Staff seem unable to read/check things for them myself. The room was pre paid, I mentioned this when I checked in. However they said it wasnt to charged me twice. I said they were mistaken, which it turned out they were so they refunded me, Then when I check out they charged me again!! I'd avoid this hotel and stay somewhere that won't charge you twice for something youve already paid for.
Date of experience: October 28, 2024
What can I say about the Piccadilly Manchester location The location is the only thing going for it Reception staff who really can’t be bothered Toilet running all night Tea no coffee Missing pillows No response from calling reception Best part other guests trying the room of a woman on her own and the hotel don’t give a damn !!! For over £130 id rather have slept on the streets got 2 hours sleep if that due to the door being tried and noise from the bathroom and the hotel thinks ill stay there again DREAM ON
Date of experience: October 23, 2024
Stayed in the Deansgate hotel Staff really great young fella in Sora from Liverpool doing architecture at uni, really nice and Grace in the bar and grill, made my birthday. Had a few treats, such a wonderful hotel. We will be back. Thanks Amanda & Harvey
Date of experience: October 7, 2024
I'm deeply disappointed with my recent experience at Malmaison. I have a £150 gift card, which the hotel refused to honour. Repeated attempts to resolve this through emails were met with indifference and no solution. As a long-term customer, this lack of respect and accountability is unacceptable. Malmaison has lost a loyal guest, and I will no longer recommend the hotel to others. Extremely poor service for a supposedly reputable brand.
Date of experience: October 1, 2024
I recently had the pleasure of staying in the Mal Maison Hotel In Newcastle, the location near the Tyne river was great and ample parking available, although its across the road from the hotel. Staff were very helpful and advised me on the best places to visit whilst in the city. Lovely clean and comfortable room.
Date of experience: September 17, 2024
Malmaison Birmingham We had a truly memorable experience during our recent stay at Malmaison Birmingham. My partner and I were celebrating our 10 year anniversary and decided that we’d like to head back to where we met. We felt so lucky! Our stay from start to end was brilliant. All staff we met were brilliant. However, there was a shining star when we met Warren as our waiter. Our two friends were late but the restaurant held our table regardless. Our waiter, Warren was a breath of fresh air! Handsome, charismatic and totally charming he guided us through both the wine and food menu with eloquence. At the end of dinner we spoke more and we were delighted to hear that Warren is studying chemistry at The University of Birmingham. He’s just had a gap year in San Fran. It was great to hear his tales of the city! Warren made our night even more special and unique. We really hope that he does well in the perfumery business. Chanel will have their new shining star! Xxxx
Date of experience: August 23, 2024
What a dreadful rip-off the Malmaison Hotel at Brighton Marina is. We had booked, room only, some weeks ago but on arrival were initially offered a disabled room (310). We asked to be moved and were given a tiny double room (210) with any spare space occupied by a metal frame, ideal to bump into. The aircon struggled to work and there are no soaps provided, just budget hotel style dispensers. The toilet paper was so thin we could read our newspaper through it. What a terrible experience and at £178 per night, room only, not one we will ever repeat.
Date of experience: August 12, 2024
