Malmaison Hotels Reviews 

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.

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.

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.

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!

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.

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 .

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.

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

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.

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.

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 !

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.

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.

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..

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!!!

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.

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.

Michael (Duty might manager) from the malmasion branch in the Leeds city centre was absolutely brilliant. He offered a phenomenal service and rectified an issue we had with the noise insulation.

Kind regards

Hamza

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.

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.