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
What can I say this company (Brighton based) have totally exceeded our expectations, Gorgeous room stunning views absolutely everything at my fingertips. The biggest thank you ever to (Conor & Ellie) who made my husband and mines stay absolutely exceptional Above and beyond, Totally recommend to all Hotel is amazing Views are outstanding Food is beautiful Don’t need to leave hotel unless necessary Thank you all so much Jade & Ricky price Room 327 5* customer service Definitely deserves a 5* rating
Date of experience: November 5, 2023
Nice enough hotel, clean. The baths are high I almost fell out trying to get out. There wasn’t a toilet brush much to my dismay. Shower gels etc smelt delightful which I was thankful for as if forgotten mine. The bed was very comfy, at home I have a superking so was worried about the double, but Honestly me and my husband slept very well. I ordered room service and unfortunately the food was cold, although this was the case the arrival was swift.
Date of experience: October 21, 2023
Good services. Stayed couple of nights and we will stay again. Thanks
Date of experience: October 21, 2023
I never actually made it to Hotel Malmaison because they cancelled my 50th Birthday booking with a week's notice, leaving me to find somewhere to have my party instead. Disgusting behaviour and the worst professionalism I have ever encountered! I would give them zero if I could.
Date of experience: October 21, 2023
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We had an afternoon tea in Cheltenham. It was excellent. A varied selection of savoury items including a mini burger and prawn cocktail. Excellent selection of cakes plus freshly cooked scones and real clotted cream. Staff were attentive and excellent. Highly recommended
Date of experience: October 20, 2023
I had to stay at the Malmaison in Leeds for a 3 month period for work. I was issued with a free upgrade on arrival. The variety of food and drink available made it great for eating in the hotel and the room was cleaned frequently. The staff at reception were kind and attentive when I requested anything for the room. The room had a great view and all the amenities I required for my stay. I would definitely stay at Malmaison again.
Date of experience: October 17, 2023
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Newcastle - petit spa and restaurant- it’s the staff that make this place- from the pleasant greeting on the reception desk to the waiting staff in the restaurant and all those in between. Spa treatments were excellent (mine was as good as those I’ve had in places like Gleneagles and my friend liken hers to Rockcliff). Staff were attentive and got the balance of friendliness / professionalism just right. Moving on to the restaurant- lovely staff, food was really flavoursome and the sticky toffee pudding was definitely up there in the top puds! Being objective - yes the facilities don’t include a steam room or a pool and the robes were slightly past their best but other than that it is a lovely clean ‘petit spa’ that is a hidden gem and well worth a visit. I will definitely be booking a pre Christmas revisit.
Date of experience: October 12, 2023
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I have stayed at the Malmaison Hotel on numerous occasions in city's across the world and have never had any issues. However, the same could not be said about the hotel based in Leeds City Centre. I booked a room on behalf of a sister while graduating in July. She arrived at the hotel circa 12am to check in and was turned away due to her not being the named person on the booking. In the end they rejected her request to ring me to explain the situation and simply told her that she was not going to stay the night. As a result she had to arrange a taxi back to Manchester alone. This was obviously worrying for an older brother since she was a young women having to get a cab back to other city gone midnight! I contacted the hotel to request a refund for the cost of the night and was met with delayed responses and no explanation as to why she had been turned away, since it is not their usually policy. After months, the hotel failed to provide any evidence to suggest that she was turned away for any other reason than not being the named booker. And this is how it was left. No refund, No explanation, and a young girl forced into a taxi at night resulting in further expense. Honestly shocked at the treatment she received. will never be staying here again.
Date of experience: September 15, 2023
