Malmaison Hotels レビュー 142

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.

Visited the malmaison liverpool was a lovely room and liverpool.was a great place to visit. I no its pet friendly and have dogs in our family but was shocked to see 2 dogs eating and being fed in reception from plates used for guest's....I have been told they have no control over the way guest feed there pets!!

Stayed at Malmaison Brighton. Was very difficult to find. Nice view of harbour,but area around it not nice. Was told at desk of all the Covid rules. When entering room found it to be small and cramped,had a harbour view room. Entered bathroom to find a open bottle of conditioner left next to shower not hotel’s conditioner but last guest. Therefore must presume shower was not cleaned. Floor was dirty and there was a layer of dust on sink area. Told reception and they just said ok. So cleaned it myself. Breakfast was timed but food still arrived cold. Would not recommend.

Wow,
Stayed at York Malmaiosn race weekend and got threatened by thugs on the rooftop bar.
Do not stay here if you don’t want trouble.
Not impressed at all:
£500 a night
Wow never again !!!

Stayed at Newcastle upon Tyne,great location and hotel.
Staff excellent especially the breakfast team ,the lady who greeted us and Rhys.
Well worth the money to stay here

Feel a bit done with Malmaison. Think they get a lot wrong. They are demonstrating a desire to be more green. It meant we got asked twice if we were willing to for go our room being cleaned. I was happy to say no as part of the luxury of staying in a hotel it your room being done. It wasn’t even done great. We’d spilled drink on the duvet the night before and the stain was still on it. So they just made the bed. Also we left a room key In the slot and they took it. My real beef is your guilting the guests to be green but not reflecting it in the price. Also are you planning on reducing the housekeeping hours? I’m just not buying into the ethical stance. To me it’s about cost saving. They have notices at the lifts suggesting people take the stairs and to think about the extra calories they will burn. It’s 2021 and who ever agreed to that type of notices needs to go on some training. It’s potentially fat shaming. Triggering to anyone with eating disorders and sad to anyone who can’t use their legs so don’t have the choice. Do better malmaison as a chain we will not be using you again and I suggest you get it right!

We had the most amazing time at this hotel service staff and food fantastic
The hotel location is fantastic and we enjoyed sitting by the canal with a drink
The choice of breakfast options were fantastic and the hotel was spotless
The staff all friendly and helpful definitely going back

room smelt,no aircondition and window only opens 1 inch, do not go near this hotel in Glasgow

Terrible Service. The hotel agreed to refund us for one night but has simply not done so. We've been chasing them for six weeks now and nothing has happened. They don't even bother to reply to messages. We must have stayed with Malmaison at least 50 times in recent decades. Never again, they treat loyal customers with contempt.

Terrible customer service. Have booked a stay through a third party, but have had no confirmation booking from them (although Malmaison have the booking). We want to move the booking to another day as our concert locally has been postponed because of Covid. Malmaison have been very unhelpful and tell us to go through the third party. The third party have not sent us a confirmation and will not respond to us. Despite several requests Malmaison will not help us. Very poor for such a prestige name.

Great location and service superb.
Josh C was very helpful