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
Was given a Birthday treat for the Spa at Malmaison Quayside (Newcastle) and had an AMAZING Full Body Ritual.. and they were so professional and lovely and I felt amazing afterwards.. I was then taken back there the day after for Afternoon Tea and let me tell you I’ve been for many Afternoon Teas and this was by far the best I’ve had.. the food was so nice and if you are not a fan of a certain thing on the Menu they are happy to to change it for something else.. would defiantly recommend it.
Date of experience: September 12, 2023
US
Just stayed for my first time ever in this group of hotels and all well. Room was a bit funcky, staff were fantastic, and breakfast was lovely. Well done Malmaison York. Didn’t eat dinner in but the bar and restaurant have a good feel.
Date of experience: July 25, 2023
Afternoon tea Malmaison York, birthday treat. Bar service took 20 minutes for three cocktails and there were only six people in the restaurant. Disappointing tea, Sent prawn cocktail back as so hot with paprika you just couldn’t eat it, they agreed and replaced with something else.No sandwiches which was disappointing as I feel a finger sandwich is a must for afternoon tea. Wrap again too spicy, a slice of sausage roll with seeds on, ok if you don't mind seeds, again not to my taste. Tiny burger was nice & warm. Deserts looked delicious but were either soggy or over sweet. Nice scones, what looked like mini trifle was cream then a layer of smoothie so just mixed into a slop consistency once you started to eat it. Very slow service, wash rooms stank you literally had to hold your breath while in there! All in all not the best afternoon or a traditional afternoon tea so do your research.
Date of experience: July 18, 2023
US
I booked in the Liverpool hotel, had two questions and emailed through the portal to a national enquiries link. I got replies saying I would get a response soon. I never did get a reply. Totally impersonal and hard to deal with. The actual hotel wasn’t much better either. Dark and tired rooms, too dark to see to put make up on. Air con didn’t work so room was boiling and you couldn’t open the window. My advice is avoid.
Date of experience: July 8, 2023
Hotel was clean , check in was efficient, room was clean .. however who designed these rooms , a 15 year game playing boy , no offence .. you walk into a small room which is dingy and painted in dark colours , Murals on the wall like graffiti, big horrible black over sized furniture, which you can just about walk past , black carpet , black furnishing , except for a bright yellow rocking chair , taking up precious space .. will never stay here again .. waste of money .. you expect to go into something bright open and feel relaxed . This was oppressive… leaving as soon as we wake up !!!! Shower was bright and clean .
Date of experience: July 1, 2023
Don’t book a flexible rate! Every other hotel chain allow cancellation up to check in with a flexible rate! Not Malmaison it’s 24 hour!!! Customer service don’t care
Date of experience: June 30, 2023
US
Mailbox BHam, I had the afternoon tea and spa, as a birthday treat. I was looked after by Eka, who was absolutely amazing. As I was visiting on my own I was so nervous, but he put me at ease, and went the extra mile to surprise me with a birthday cake, the whole restaurant cheered. And it made me light up, such wonderful people, made me feel very welcome. He made sure my afternoon tea was perfect, absolute diamond, and a credit to your company
Date of experience: May 22, 2023
Both Cristina and Sean at the Malmaison Liverpool were excellent fantastic service, friendly chatty nothing was too much trouble- excellent customer service lovely atmosphere spotlessly clean. Both of these members of staff deserve recognition for their excellent customer service food amazing definitely be visiting again thank you
Date of experience: May 17, 2023
Lived in York all my life and have never experience such rude snobbery. Went in to ask if I could use the toilet and was immediately met with unpleasant faces which scanned my whole face, body and outfit and immediately made assumptions. Was followed into a lift were i tried finding a toilet, however the floor staff disabled the lift keeping me and my also young women companion trapped for five minutes, and escorted us out of the building. I apologised for any inconvenience and tried to explain that I was simply trying to wee, then I got an eye role and was showed a disabled toilet where I was guarded by three workers. I’m not sure what they think I was doing but I was polite and disrupted no one in the process but felt extremely uncomfortable due to the discrimination I was given due to my age, gander and class.On my way out I met a group of older adults who were simply doing the same and were met with a completely different attitude. Please if u are a young woman, be careful, this hotel treats us with no respect.
Date of experience: May 2, 2023
