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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A shout out to the excellent and professional staff at Malmaison, Dundee. I have visited 3 times so far and each visit has been exceptional. A very welcoming and warm atmosphere. The staff are very friendly and the food and drinks choices are really good, I would highly recommend their cocktails 🍹. Although I haven't stayed as a guest I have seen their rooms and they are superb. They have a lovely outdoor terrace to enjoy their wonderful cocktails and excellent food. Also great views over the River Tay. Definitely worth a visit even, like me, you just want to stop off for drinks or food or both. I would like to give a special mention to Jordan, Dale, Amy and James, thanks guys for making my visits so enjoyable 😊🥰
Date of experience: August 11, 2024
US
York. Nice room but dark. Room was really cold and although we found how to put heating on not sure it was in the bedroom part of the room. I slept with bathrobe on! Dinner menu and breakfast choices poor. More choices at breakfast re continental ie cheeses, cooked meats etc would have been nice. Not the best Cumberland sausage neither felt it was processed or done in the microwave. Second day we ordered breakfast box to the room for partner. I had already paid for breakfast in the room rate which was an extra £150 for three nights so for £25 he got bowl of fruit, box of cornflakes, milk and toasted gluten free bread toasted on one side. No butter/ margarine or jam. Absolutely disgraceful. And it was late! Disgusting when we could have gone up the road paid £10 each for somewhere who had a gf menu! Also first breakfast we were placed next to two females who should have had a volume control with them then they were joined by another colleague who joined in who was equally as noisy. The whole relaxing breakfast experience we were expecting was spoilt and not sure why staff did not ask them to keep it down We booked for dinner on Saturday as had family joining us however the choices were limited along with prices. We don’t mind paying the price for good food but there was nothing appealing not everyone wants steak or burgers. We cancelled our reservation and ended up going back to Judges where we had ate the night before and had lovely food Malmaison take note re their menu! Few things definitely need improving on!
Date of experience: June 15, 2024
US
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
Date of experience: June 13, 2024
visited last night with my sister was fabulous the service by Daniel & Connor was so special my sister & I felt like royalty Connor made us a fabulous cocktail and the singer Calum was really good so easy listening Thank you all !!!
Date of experience: June 3, 2024
Last review it was a hotel back on top. How wrong Sunday Lunch a disaster who at head office decided to change roast chicken to roast chicken breast cardboard with a rainforest ontop. Please get a grip Sunday lunch not Sunday salad.
Date of experience: June 2, 2024
We stayed at Newcastle Malmaison and the reception and cleaning staff were really helpful and friendly. A special mention should go to Tessie who was looking after guests at breakfast. She was super polite and did everything she could to make it a great experience. My wife was not well and she helped me to organise bring some breakfast up to the room for her 😊
Date of experience: May 11, 2024
I ordered the blue cheese salad which consisted of lettace, 3 nuts and 3 5mm cubes of blue cheese.no dressing, nothing else.Cost 9 pounds.sadly I forgot to take a photo..
Date of experience: May 6, 2024
US
Stayed in Malmaison Liverpool and prepaid for Club Room. Queued for more than 10mins at Check-in with a queue out the door and just one staff member on Reception. I was then given a room key for a room that was already occupied with someone in the shower!! How is that even possible?! They then made me wait another 10mins at Reception while they got me a new room! I had to ask for the Manager twice who never appeared. The bed was uncomfortable and the sheets were scratchy. Don't bother.
Date of experience: May 3, 2024
US
First of all we booked with Mal mason through booking.com and wasn’t aloud to pay up front for it to be cheaper we was made to pay more on the day, I put in a request when booking, and then asking at reception which they assured it was there, then we phoned again and then still never received! So we gave up and got our son in bed with us. Instead of going out for food we ordered from room service, first we recieved the wrong order, then secondly my food I sent back came back warmed up, I know this because I taken a piece of chicken out of the middle to see if you did this and low and behold it was exactly the same meal! So I phoned and sent it back then went to subway, and then to top it off after the p1ss take of the night we had and having to eat a sandwich for tea! The bloody air con starting going off its head at 12 on wards, as you will see on the records I’ve reported some of this. It’s a shame because we have stayed here quite a few times and will not now due to the bad experience, just to top it off!!! I drove 2.5 hours each way to get to your establishment and my wife is also pregnant and I’m still feeling the brunt of booking your hotel now!! Please respond to this complain as spending over £200 for this ear ache is a nightmare! Thanks Jordan
Date of experience: April 27, 2024
US
Initially booked 2 rooms on the website. Wanted to extend the stay but website wouldn't allow me to amend so called the hotel. I had booked a double for myself and a family room for my daughter and mother which they queried. They stated the family room has a single pull out bed/chair which is only suitable for children. I pointed out there was no mention to this on the website but they were adamant i should change to a different room. I explained it was for my mother and daughter and had to be a twin. We checked in and the bathroom and bedroom are all open plan which is totally unsuitable for non married or couples. You come out of the shower straight into the bedroom. There is a wall of transparent glass and nothing else to hide your modesty. Totally unacceptable and a case of design over function. I have never had before, and do not want again to walk out of a shower cubicle directly into the bedroom. I expect a separate bathroom, particularly at the prices they charge. Went to reception and was told i should have booked a family room! Went through what happened on the phone and was told the family rooms have a double sofa which converts into a double bed suitable for adults, and they have a separate private bathroom. Ate in the restaurant the first evening and was servced by a brilliant waitress. 2nd evening again went to the restaurant and was told they have no pasta. How can a restaurant run out of flour and eggs? Seems they don't make anything fresh but buy it in ready made and just warm it up. Not good for the prices they charge. We had prepaid the evening meal so came to the end of the meal on the second night and was given a bill for the entire meal and was asked to sign for it. I explained it was wrong and should only be for drinks as we had the evening meal package. Waitress said okay but can you sign it anyway, which I refused and asked for a correct bill. She then rolled her eyes, gave a loud humph and said she would have to get the manager to do it and walked off. 10 minutes later the manager arrived and asked me to sign the incorrect bill and he would sort it out later, again I refused. I also asked for the service charge to be removed as the waitress was just rude. He looked like he really didn't care and just kept insisting I sign the bill which I continued to refuse. He eventually gave up and walked off. Went to check out on the last day and was presented with the wrong bill! You really couldn't make it up. Mistakes happen but it is the way they are dealt with that matters and having to argue with the waitress and then bar manger in the middle of the restaurant over an incorrect bill is not acceptable or professional. Malmaison have a lot of 1 star reviews and have never responded to negative criticism, which shows what they think of their customers. I have had better stays and service in basic Holiday Inn Expresses and will never stay in a Malmaison hotel again
Date of experience: April 26, 2024
