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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Following my review yesterday I stated that I would post an update on Breakfast at Malmaison Leeds following the most horrendous experience on Saturday 4th December. Good news though - the service levels at opposite ends of the spectrum in comparison to the previous evening and its good to catch people doing the right things - I hate moaning and only do so when I feel its justified and love to give praise when justified. Maybe the day shift can give some training to the night shift !
Date of experience: December 6, 2021
I booked this hotel as a weekend getaway for my partner and I on the basis that we have used Malmaison before in Aberdeen and it was great. Sadly this stay was a disaster. I originally booked one suite for the Saturday night but wanted to extend the stay and also stop Friday night. For two weeks leading up to the stay I emailed the hotel, called the hotel and got no response so in frustration booked a second room for the Friday night independently. When we arrived and I explained the situation the desk staff were just plain rude and unhelpful, there was no greeting, no small talk no experience whatsoever. Sadly it only got worse. The Friday night was a smaller suite which was a nice room and well furnished but of course we had to check out of this after breakfast (which was okay). Holding the luggage for us for the day seemed to be a massive drama. When we returned around 4pm and checked in to the larger suite again there was not even a smile from the staff as I paid over 500.00. Once up in the room there was no robes, the towels were dirty, no hot water, no water by the bed etc. When we checked out the next day and I complained they offered to refund breakfast and that was it. So in summary, the first room was 320.00 the second 570.00 the experience was worth a 60.00 Trevel Lodge room. I will not be staying there again which is a shame as it is well located and the local bars and restaurants were great.
Date of experience: December 6, 2021
Wouldn’t normally spend this much on a hotel stay but had a voucher to use and wanted to treat ourselves to a stay in Edinburgh. The location was excellent, right in the centre of the city (although you could easily walk by and miss it, the branding is quite minimal). Inside, the decor was amazing. Really vibrant and quirky. Our room was marketed as “cosy” but honestly didn’t feel too small and had a great view over St Andrews square. We didn’t use it but the room had its own safe for valuables which was good. You’re also able to easily control the air con in the room with an electronic thermostat which was lovely, a lot of hotel rooms are stifling hot and there’s no way to cool down. Breakfast service was a little slow for a quiet mid week morning but we weren’t in a rush so no harm done. All in all, a lovely stay in a modern hotel although I don’t know if I could ever justify the price per night without a voucher since I don’t tend to spend much time in the hotel room.
Date of experience: November 28, 2021
Terrible brand experience, Prickly reception staff, rude receptionist when challenged, everything is ‘taken on board’ and ‘requested’ like all reviews, but I’m sure they don’t attempt to build customer and brand loyalty by putting things right? Why? Room shocking, stay in Malmaison in many places in England and always return, staff friendly and if it’s wrong they put it right, not here. Asked for a call on Friday, again it would be requested? Why ‘yes your are the customer, not always right’ but yes…. Still No call! Don’t dare challenge them as your are ‘cursing them’ not sure saying a room is poor that you are cursing them? My grasp of English is poor? Happy for that to be considered if needed! Paid 503 for 3 nights.. all I can say is way to much. Mattress with blood on it, photo shown, ‘of course it will be ‘looked into’ and you ‘will get a call’….. nothing. No water in room, no Aircon, noisy, sound proofing poor and bottom line. Deplorable at best. Avoid. Had I received a call today then this review could have been avoided, but like many other reviews, the call did not happen. You have the money to stay here? Then pay 200 more for quality, a friendly team go elsewhere, you will feel more welcome. Positive, I left my laptop in room, it was returned when I checked out, thank you - appreciated. Bar staff amazing but that is where amazing stops..
Date of experience: November 16, 2021
US
We felt very underwhelmed by the room considering the price paid. Being vegetarian we both ordered the beetroot pâté, it arrived very quickly with a side portion of chips, which did not appear to have been cut fresh from potatoes, with no garnish to dress the plate. The burger bun was small, I cut it in half to take a bite, the roll was hard, crumbly and tasted stale. The actual pate did not resemble any form of beetroot burger I have even made or tasted. I pointed this out to the waiter who informed me it was mixed with lots of chickpeas and the bun was vegan and therefore that was as it was supposed to be?! The two meals were replaced with a very mediocre ravioli with blue cheese and walnuts crumbled over to add some flavour and a cauliflower curry. The cauliflower was boiled, not roasted, as one would expect, with a bland ‘curry sauce’ poured over. This was accompanied by one small pita, toasted and buttered and a ramekin of boiled rice. For the cauliflower curry we were charged £17.50 and £14.50 for the ravioli. We were offered no compensation for the inconvenience of a substandard first choice of meal which in turn was replaced by substandard alternatives. The breakfast was not much better!! We expected so much more from a very expensive (£228 for B&B and £73.15 for the evening meal) stay at the Malmaison hotel. Altogether completely unacceptable….. So disappointing!!!
Date of experience: October 17, 2021
US
Had an overnight stay at the Birmingham hotel. Room was ok but nothing special for twice the price of more budget hotels. Locations was good but, again, not worth twice the price of a budget hotel 5 minutes walk away. Breakfast was terrible. Food took almost an hour to arrive even though it wasn't busy as "the order hadn't been sent through". When it did arrive, it was cold. Very disappointing as we could have had a better experience for half the price elsewhere. Not worth the money.
Date of experience: October 16, 2021
US
Malmaison hotels customer services zero stars This review is regarding Malmaison hotel customer services and only customer services. We cannot comment on the hotel as we have not booked with them as they did not want to answer a few general questions about the restaurant and spa, as we wanted to book the full 4.5 hour spa treatment and the restaurant. Not having booked with them before we just wanted to check a few things out. If this had been a nice hotel, restaurant, and spa we would have happily given them repeat bookings, but we won't know that now. Over the past week, I have emailed Malmaison directly through their website on 2 occasions and I have emailed Malmaison customer services head office once. I am a new customer to the Malmaison hotels, having stayed in the grand in York before and that was the perfect stay, we were looking to try a new hotel and unfortunately for the Malmaison, we have now booked to stay in the principal in York as they do answer customer questions and as people know the price goes up closer to the booking date, I didn't see the point in trying to keep emailing the Malmaison as all I get is the automatic reply. In my opinion if you are looking to stay in York find a hotel that does have a customer service team that communicates with potential customers. I do think the Malmaison will blame it on covid,brexit, lack of truck drivers, or a shortage of European workers but I don't think there is any excuse for being unprofessional, rude, and lack of courtesy and that's lack of courtesy, not truck drivers. I think that's the power 4 that the government keeps saying to do with companies using now.
Date of experience: October 15, 2021
Just had dinner at the Malmaison Belfast, food was excellent and our server Cornelia was fantastic, helpful and friendly, we eat out a lot and this is the first time I've ever written a review & felt compelled to do so. Thank you Cornelia.
Date of experience: September 29, 2021
Just home from a fantastic overnight stay at Malmaison, Aberdeen. The suite we had was absolutely brilliant. We also had an excellent meal in the restaurant. Fillet steak was cooked to perfection and the service we received from Bronwyn was excellent.
Date of experience: September 15, 2021
