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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Just spent a weekend at Malmaison with my son who is a student in Aberdeen. Amanda Brack and her team have been excellent yet again. Nothing is a problem. Great location comfy rooms and lovely bar. Until next time!
Date of experience: March 24, 2024
US
We booked the restaurant as part of York Restaurant Week which is 2 meals for £40. First, no one could find the booking. Neither were they sure about the promotion. The restaurant staff blamed their other colleagues for the mistake, telling us that this happens often. We were eventually offered a place on the balcony. We accepted it because we assumed it was their dining area. The balcony was freezing cold, for which we were offered blankets. It was very dark and no one else was eating outside. Our mistake was we should have left at that point. However, I persuaded my husband to stay. I am vegetarian. I let the waiter know this. When our meals arrived there was meat in both dishes. The meals are served in a box. I was under the impression that I had been served a vegetarian meal. I ate what I thought was a meat substitute dish only to find it was pork. We thought that our plates must have been mixed up so I swapped with my husband only to bite into chicken! It was so dark we could not see anything. We could not even read the menu. In the end, I was so concerned that I might end up eating more meat I left my meal. My husband ate some of it. I told the waiter what had happened and he blamed the kitchen staff for the mistake. The York Restaurant Week was advertised by the restaurant as a 2-course meal. However, when we attempted to order a dessert we were told that we would be charged additional. We were given a dessert wine as compensation for their error in not providing a vegetarian meal. By now we were just desperate to get out of there. I have sent the service team an email about my experience but have not yet received a reply. Therefore, anyone who is a vegetarian please be careful and double-check with staff that you have a meal that is what it claims to be. In all honesty, I would also double-check if you have any allergies. I will not be eating there again and neither would I recommend the restaurant to any of my friends. Honestly, we felt like we were second-class diners. Poor show Malmaison.
Date of experience: March 19, 2024
Currently at your Oxford hotel. Incredible service in the bar, the cocktails are perfectly made, exceptional service and would highly recommend. Perfect evening
Date of experience: February 25, 2024
US
We stayed at Malmaison Liverpool Saturday 16th February. I wanted to write this review to say a big Thankyou to Taylor who made our lovely cocktails and to Rebecca who was our waitress. Both were wonderful with us. As were Cat and Ivan’s who served our breakfast and went above and beyond with our dietary requirements. All staff so attentive, polite and friendly. Excellent standards of customer service. Thankyou all for a wonderful stay. Jo
Date of experience: February 21, 2024
Stayed at brand new Malmaison deansgate Manchester, how disappointing, advertised as iconic hotel, the room was so dark you could barely find anything, meal - basic and bland food and Sora - cocktail bar has wonderful views of Manchester - if you like to look at construction. Not a patch on Piccadilly and double the price.
Date of experience: February 13, 2024
US
Edinburgh - Mediocre room, very dark. Not even a bottle of complimentary water. Basic TV experience. What was once cool/trendy now past its best. Tiny relaxing guest area. Hotel layout feels like a warren. Does not feel like a four star hotel.
Date of experience: January 23, 2024
US
Mal Maison Manchester Piccadilly. I have stayed at this Hotel so many times over the last 20 years and would not consider the need to go elsewhere until now! Whoever they employed to re design and refurbish this hotel is clueless to what any hotel guest actually requires from a good hotel room. This company is squeezing margins at the expense of functionality Mirrors not positioned near lights, ceiling lights so dim the whole room is like a cave. Drench showers with flow restriction, you have to spend twice as long in the shower just to get wet. Towel rails so small that you have to be an expert in origami just to dry a hand towel. There are more lights behind the reception desk than in the whole hotel room. Just awful. Can’t see to get ready to go out. As usual, you get the standard “I’ll pass your comments on” from the reception desk, knowing full well they won’t bother. Sorry Mal maison but you’ve lost a loyal customer.
Date of experience: December 31, 2023
US
Currently in attendance at a party in the Malmaison in Dundee! Firstly it’s f**king Baltic, so clearly they don’t pay their heating bills. Then let’s get onto the drink - big room, tiny bar, certainly not big enough to adequately service the amount of people here. Having to buy two rounds at a time so not to spend all night in the queue. No-one collecting empty glasses or bottles from tables and I’m sure they make up the prices as they go along. Been to the bar 3 times for exactly the same drinks and had 3 different prices. Finally just to drive the final knife in the pints aren’t actually pints, on close inspection of the glasses they are actually 2/3 pints but we are of course paying pint prices (at least!!!)
Date of experience: November 19, 2023
Contacted “The Team” beginning of September about an issue. Followed up several times, not even had the courtesy of an acknowledgement, let alone a response. Won’t use again.
Date of experience: November 9, 2023
Enjoyed a relaxed Friday Lunch with excellent service from Tessie. Malmaison have lots of offers for meals and drinks - Will return again.
Date of experience: November 5, 2023
