Malmaison Hotels Reviews 

>VERY POOR CUSTOMER SERVICE **Brighton**

I booked an afternoon tea for a baby shower and paid a £10pp deposit. This was asked for when we booked and I was told they would then send paperwork with confirmation.... this was never sent.

Unfortunately we had to cancel the baby shower as baby turned up 10 weeks early so mum and baby would be staying in hospital. I gave 4 weeks notice thinking was plenty of time for them to fill the space but when I didnt get a reply after a 3/4 days I resent the email and after a few more days got a reply saying I couldn't cancel as it was a non refundable deposit....I was never told this when booking and never received paper work with T&C or confirmation.

I was then made to feel like I had to rebook and give a date straight away other wise I wouldn't get my money (£140) back.... How can I rebook when we dont know how long mum and baby would be in hospital for, they may be in upto 8 weeks! I wasn't even offered a voucher credit to book when was convenient. I had to wait another week for a reply from the events team and only got a reply after I called up from my holiday abroad to try speak to a manager. I was getting concerned as we now only had 2 weeks till the date and meant less time for them to fill the space and we still was no closer to working out what could be done.

I finally got told they would refund my money but had to wait 2 more weeks till the end of the month. We are now on 7th August and still not received any money. Was told this morning it would be looked into and would get back to me asap but not heard back since.

The customer service has been awful not one apology, No compassion or understanding giving the situation.

Malmaison Edinburgh. Superb hotel and restaurant, we went in January and received amazing deals on the restaurant in the hotel- Chez mal, the food in the restaurant is in my top 5 favourite meals I’ve had in the uk. Thank you for such a wonderful experience. Hopefully one day we will return.

Malmaison, Belfast- amazingly good. Accommodation so comfortable with lots of intriguing differences. Food and drink superb, with luxury velour seats which my wife enjoyed stroking! The staff were all so friendly& took pride in this wonderful place. Thank you . Holly, a waitress at the hotel was a real professional. The quality of the staff was superb

stayed 2 nights over xmas rooms were ok however despite asking for a nice view and called before to ask as my daughter in law had not been to liverpool before they were left looking at a car park and bins !! i just had the car park !
xmas eve / night kept awake by drunken people in corridor then a full on argument in a room nearby then just when getting sleep fire alarm went off 3 times at 6 am xmas morning (told on chking out was from flat above ) no apology nothing !!! breakfast was robbery £18.95 i expectede better.
all in all i stay in liverpool about once a month but wont stay here again lots of better hotels that cost less !!

Regular visitor to Malmaison Leeds. Can’t praise everyone connected with this hotel enough. On the back of the service received, I have made Malmaison top of my list of hotels when travelling across the UK. Cool place to stay. Little things differentiate great brands from others. Malmaison is a great brand. Love the shower gel. Joined the Malclub. Would like to see a loyalty scheme introduced though for regulars!

We have just returned from the Malmaison in Oxford following a two night stay. The hotel (a converted prison where the rooms are the cells) is a very funky place to stay. The location is excellent and the staff are all very helpful and friendly but (and it's a BIG BUT) there were just too many other things wrong to give it a decent rating.
Our room (and bathroom) were very cold (it was not a 'cell' room, for reasons that will become apparent shortly) and despite asking on two occasions for something to be done about it, it remained cold.
On both nights we were woken up by the astonishingly loud automated emergency warning system in the room which boomed out: "ATTENTION, ATTENTION. AN INCIDENT HAS BEEN REPORTED - PLEASE STAND BY FOR FURTHER INSTRUCTIONS"
As you might imagine, not only did this do it's job wonderfully (it would have woken a dead person!) but it put the fear of god into us.
We sat bolt upright in bed, waiting for the gunfire/explosion/fire with our hearts banging and wondered what the hell to do. We had just decided to dress and evacuate the hotel when the warning system once again boomed out: "ATTENTION, ATTENTION. ALL CLEAR, ALL CLEAR". As if this wasn't a sufficiently traumatic experience the whole thing was repeated again 15 minutes later! Adrenaline saw to it that the remainder of the nights sleep was anything but restful! The following night (Saturday) we had a repeat performance "ATTENTION, ATTENTION....." I'm sure you get the idea of just how horrid it was by now.
The 'reason' was do with an incident caused by a very large party which had booked out pretty well every room in the hotel (the reason why we didn't have a 'cell' room). Not only would it have been nice to know this at the time of booking (we would have found another hotel) it also meant that all of the seating in the bar and other areas throughout the hotel was 'booked out' to the private party.
The following night there was wedding party booked in and once again the same facilities were 'booked out' for the use of the private party (and once again a private party was responsible for triggering the emergency warning system).
The cost of the room for two nights was around £600.00 - a price which we thought included breakfast but in fact this was an additional £70.00 for the two of us). We also booked the hotel car parking (an additional £27.50 per night), which turned out to be valid only until 12 noon on the Sunday when the car had to be removed, whereas the commercial car park just across from the hotel was £25.00 for 24 hours.
We complained (politely) on checking out and were offered a voucher to stay at another Malmaison. When we said how unlikely this would be and how disappointed we were with the whole experience, our bill (which was £725.00) was eventually discounted by £100.00.
So: £625.00 for a cold, unremarkable room, with two nights of waking-up in abject terror thrown in, and with no access to the hotel's most iconic spaces.
Honestly, two nights in the cells at the local nick might have been more preferable - we will not be going back.
Peter

One of the best hotels that I have stayed in ! Will defiantly be back !

Nice rooms, friendly frontdesk staff and good location in Aberdeen, however bar and restaurant services is rather poor. Long wait for food and when arriving wrong order, ending up giving up on lunch and drinks.

The room was amazing and the staff were excellent and really attentive. Highly recommended.

Stayed at the malmasion hotel on the quayside in Newcastle Upon Tyne for one night just over a year ago. We ate at the restaurant inside it. The staff were professional and friendly the food was amazing. Not gunna lie it is quite expensive to stay/eat there but totally worth it as a treat for a special occasion.

Stayed at Malmaison London in the City for 1 night. Friendly staff & great service. Rooms are superb!