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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We booked a room on Thursday at 18.00 at your Newcastle hotel. I made an error when booking - should have booked for the Saturday but it went through for the same night. I realised the next day when I got a message asking how our stay was (we obviously hadn’t stayed thinking booking was for Saturday). I asked if we could have a discount for the Saturday, but hotel refused, saying we would have to pay full price. I would understand if hotel was full, but I know it wasn’t. Won’t be going again.
Date of experience: June 19, 2022
It says on their website in large text that they'll beat any price. They couldn't beat booking.com on their website, so I rang them to ask, and they couldn't beat it there either. I then emailed and was told that they DO beat all other sites and they gave me a price that beat booking by a fiver - which is great, however, I had to check their website, call, post to Twitter, email, email again before I got a smarmy reply that just beat booking - seems like false advertising to me.
Date of experience: June 5, 2022
US
Stayed overnight following a family wedding in the city. It was a pleasant stay and the staff were very professional. The room and facilities were very nice and comfortable (bed really soft & comfortable). Room was a corner suite on the 6th floor, very spacious. My only quibbles were that we couldn't check in until 3pm (wedding was at 12.00) and there was no-where for us to leave our bags, we had emailed ahead 3 times to enquire about this but received no response, so we left them with a fellow wedding guest and called back later to check in. The breakfast is a tad pricey at £30+ per head so we went elsewhere, there was a lot of noise from outside into the early hours from fellow revellers and nearby Pitcher & Piano. The rooms, reception and public areas are lit by mood lighting which was quite dark and took time for eyes to adjust. Otherwise it was a pleasant stay and an enjoyable end to a lovely family weekend.
Date of experience: June 1, 2022
US
A 4-star hotel in a great location, close to the train station, river and a wide range of eateries. Staff especially at reception and breakfast were excellent. The hotel operates an eco friendly policy where you can opt out of daily housekeeping and are gifted a free drink at the bar in return. There was also a well equipped gym which I took advantage of throughout my stay . The only slight complaint was that my suite was dusty, possibly due to a lack of windows or lack of occupancy for a while. I had to buy antihistamines for the first time to solve the issue, although aside from the dust the room was maintained to a high standard. Would definitely stay there again!
Date of experience: May 15, 2022
No rooms….was the first words from the lady in the Edinburgh reception. I recommend you kindly ask if the guest has a booking before that reply. The location is absolutely great and the hotel rooms is fine. 1 star for the disappointing first impression.
Date of experience: April 29, 2022
We stayed at the malmaison York . First I would like to stay that the staff are lovely and friendly and the breakfast was fabulous but that’s where is ends . We got to our room which had been upgraded to a club room from standard . The room was quite small and dark . The carpet had stains on it and the plug hole in the sink was broken so no chance of filling the sink up . The plastic beaker for rinsing your mouth out was filthy with the remains of someone else’s toothpaste in it . When we made a cup of tea the milk was off and curdled in the cup . The TV didn’t work , neither did our lift pass so we ended up taking the stairs which were covered in dust . There is clearly a housekeeping issue with the hotel . Really not worth the £279 for the 1 night . First stay at this hotel and probably the last .
Date of experience: March 20, 2022
The facilities were awful. Locked out of the hotel at 11pm like it was some 1970s Blackpool landladies b/b. Went for a drink in the bar and the treatment of guests was like pesky mosquitoes the staff did their best to swat off to bed from 11.15, with comments like we are closing in half and hour and last orders now please at 11.30 on a Saturday night. We then saw a couple come in 5 minutes later who were told in sorry we are closed. The room had an empty mini bar not even bottled water. I began to think this was some soviet gulag and not a 4 star hotel in Edinburgh. The toilet flush did not flush and the towels were hidden away.
Date of experience: February 8, 2022
US
Awful awful experience at Malmaison Belfast. Checked in and checked out one hour later. No facilities. Everything closed. Aggressive intimidating General Manager. So relieved to leave such a negative hostile environment
Date of experience: January 27, 2022
My wife and I stayed 3 nights at the Malmaison Brighton Marina in Nov 2021 in a Club Sea View room. The location was great and we had a nice view across the outer harbour. There seemed to be more style than substance to the hotel - certainly not what I’d expect of the Malmaison brand. Despite the view, the room was really cramped, and the sound attenuation between rooms was truly AWFUL. In addition, there was clearly an issue with the aircon as the room was stiflingly hot despite the thermostat being set very low. As ever, the staff were great, but given the fundamental issues with lack of space and poor sound installation between rooms, I really can’t recommend this property in the manner that I’d expect of a Malmaison.
Date of experience: December 11, 2021
If you want to spend £450 to stop in a dirty, freezing room on a fold up bed and be called a liar by a rude, unprofessional receptionist by all means stay at the Malmaison Manchester. First let me start by saying I would not usually come on Trustpilot to bad mouth a business, however the service considering the £225 a night price tag has got my blood boiling. We have stopped here before so it would seem its a luck of the draw situation when getting a room as our previous room was outstanding. My family and I travelled down from Newcastle to attend the Christmas markets, Upon arrival we were given the key to a double room that would not of been out of place in the hotel Cecil, I turned straight back around and headed to the front desk to see what was going on. To be fair the lady on the desk was helpful and upgraded the room as I told her it was a booking for 3 people not 2 via booking.com, she told us there was a mistake on the system, when i asked what mistake she did not explain? Although the room was bigger it was tired and dirty there was only a half a roll of toilet roll in the bathroom so i'm curious to if it had even been cleaned before giving us a key although the beds were made, the place was freezing but we grinned and bared it for the night. After spending the night on a Z-bed freezing due to the heating and aircon not working correctly I went down to the front desk to see what could be done. I explained we had stayed before and the quality was much better to be told I hadn't stayed and must of got it wrong as what we had is all they have got! The lady this time was rude, condescending and told me I was lying. At this point I returned upstairs and called head office to be told if you leave now we will refund 1 day, obviously we couldn't leave due to how busy it was and not having anywhere else to go. I returned back to the room and tried to get the heater on the wall working to find that the cable was snipped with the wire exposed (luckily not live). We waited for staff change over and voiced our concerns again, this time a member of staff came to the room and confirmed there was a problem with the heating but assured us he would return with some heaters. This never materialised so we spend night two huddle together freezing again! Although I appreciate the hotel needs other revenue streams other than the rooms make sure to check if they have any functions on because if they do you will be listening to banging bass coming through the floor all night and due to the location of the lifts and function room you will have a fight on your hands just to get to and from the lifts to the room. I am so disappointed with the service and the way were spoken to, it felt like a case of deal with it as they seemed overrun due to the big functions they were hosting. We will not be returning and we would also advise you to think twice.
Date of experience: December 10, 2021
