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
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The Awesome Lisa Apr 2023 • Couples What a fantastic experience at the Malmaison thanks to the amazing Lisa. As soon as we walked in Lisa greeted us with a lovely smile and asked us how our was our day and welcomed us back to the Malmaison. Then proceeded to show us our lovely table and then read all the different types of menu. Lisa's customer service was outstanding and went above and beyond. It really made our night. She couldn't do enough for us. Thank you Lisa for going the extra mile x
Date of experience: April 23, 2023
Loved the hotel in Newcastle. Staff were amazing. Rooms very clean and tidy. The location is the best thing about this hotel.
Date of experience: April 13, 2023
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Malmaison Brighton Booked the Del Danza Suite as I have at least 10 times, on arrival we was sat in the hallway as staff was hoovering our room until gone 3:30, not even offered a drink. Finally got in our suite to find the temperature unbearably hot. Turns out the a/c & heating control panels were both broken. Was told by head of house keeping to leave sliding balcony doors open all night & they’d give us a fan & radiator. Not 1 remote control for either TV. Projector wire for music/ TV room divider not only didn’t work but wires hanging out the wall.Fridge broken so another one dumped in the room. Wallpaper hanging off the wall. From 5am onwards smell of raw sewage . So upset as not only was this for Valentines Day but our 20th Anniversary. Elle the reception manager I can only describe as very condescending with a bad unhelpful attitude. As stated I have stayed in both suites many times over the years & never had a problem. I have taken photos to show you the top of the range ‘suites’
Date of experience: February 14, 2023
Brighton Malmasidon hotel, smells of dogs and there’s hairs everywhere in the room/ bathroom . The hotels managers should clean the room daily it is not the cleanest and the breakfast is too expensive for £18 per person . Generally this hotel is over priced and Travelodge is much better !! They will try and over charge given the chance so do not give them your credit card details .
Date of experience: January 4, 2023
A dog, whimperering barking all day/night , i did ask reception staff as i was worried about its owner being ill ,(assistance dog) or the dog alerting danger , then on our 2nd morning a very frightening loud alarm woke us up and unsettled us at 7.30am 3 times this happened and as you can imagine my partner being ex forces was up in a panic , so much for a quiet getaway , there wasn't even any bottled water in the mini fridge, standards have dropped to budget no frills accommodation and i am sorely disappointed in Dundee Mal
Date of experience: January 3, 2023
My wife and I have just returned from a three-night Christmas Break at Malmaison Hotel (Newcastle). Considering our vast experience of spending time in hotels around the World, we can honestly state (without any hesitation), that we consider this hotel, and its staff, worthy of a Top Ten place! We arrived at the hotel on the afternoon of Christmas Eve and we were given a warm welcome by Desk Receptionist, Gary. From the moment we arrived, he was very friendly and engaging. He put us at ease our arrival and provided us with all the helpful information we needed. After his friendly welcome we quickly realised that were in good hands. We could not have asked for a better reception on our arrival. Our room was spacious, tastefully furnished and provided us with the comforts we needed during our three-night break. The provision of a complimentary bottle of champagne and gift bag containing a large scented candle furthered our early impressions of Malmaison’s attention to detail and furthering its guests’ experiences of the hospitality it provides for them. All the Malmaison staff we met during our stay were so warm, friendly and very engaging. They all made us feel special and valued throughout our stay. It felt like they had welcomed us into their Malmaison Newcastle family. The staff could not have been more pleasant and friendly and, with the prospect of being away from our real family members over the Christmas period, this warmth and welcome meant a great deal to us. They gave the impression that we were considered part of an extended family after a short while – which we very much appreciated and were extremely grateful for. All the meals we took in the hotel’s Chez Mal Restaurant were excellent, particularly the Dinners on Christmas Eve, Christmas Day and Boxing Day. Considering the time of year, the choice of fare, the quality of the food and the service were all excellent. The atmosphere in Chez Mal was Festive and very warm. For their dedication to, and delivery of, excellent customer service, special staff commendations go to: - Reception: Gary Chez Mal Restaurant Amy – Restaurant Supervisor Aran – Restaurant Supervisor Sophie – Restaurant Supervisor Tessie – Table staff Reece – Table staff Wan – Table staff These staff members are key to the delivery of the Malmaison ethos and, as such, should rightfully be considered as valued assets to the Brand. Their unstinting efforts in making our stay at the hotel such a warm and enjoyable experience, are unsurpassed and we salute you for your dedication to your respective duties. After our recent experience as guests at the hotel, it has impressed upon us that Malmaison is a hotel company that recognises the fundamental importance of investing in its staff’s development in providing excellent hospitality and the attendant values of providing excellent customer service. Well done to all the staff concerned! We will return! Michael and Maureen Marsden
Date of experience: December 31, 2022
I stayed overnight Christmas night on the 'Bed and Bubbles' deal. I also had a small dog so was allocated a larger room. I loved the room, it was so clean and spacious and quiet. The staff were helpful although no one explained on arrival when I would receive the prosecco as part of the deal. I had to sit in the bar area for breakfast due to my dog and I felt left out of the restaurant atmosphere but didn't want to leave my dog in the room in case he barked. Stephen, the meet and greet person, went out of his way to bring the breakfast items over to me and to make me feel more comfortable. I asked for the prosecco at breakfast (!) and it was given to me but it should have been offered to me on arrival. I will visit the Malmaison again as overall it was a very good experience and has free car parking.
Date of experience: December 28, 2022
Room dull and in need of decoration Mould around bath sealant Veggie breakfast unappetising Dry and not freshly cooked Overall price expensive
Date of experience: December 23, 2022
Had a birthday celebration at the Newcastle Malmaison and couldn't be happier. Special call out to the lass on bar service, sorry I didn't get your name but you were helpful, friendly, proficient and professional... blonde hair and glasses (Saturday 6th Aug) and then Teasi, afternoon tea was mainly served up by you...amazing! Our party of 8 was called by their individual names throughout and faultlessly at that. Our orders were delivered with smiles, good conversation, genuine interest and care. Teasi was the consumable professional and is a credit to Malmaison. The remaining team were great, thank you for a memorable afternoon out in a gorgeous setting at a very reasonable price given the gorgeous grub and incredible service. 😁
Date of experience: August 6, 2022
