Malmaison Hotels Avis 

Have tried numerous attempts in several ways over several weeks to contact Malmaison York about spa packages and a stay for a special occasion. No one has ever got back to me.

I have stayed at the Malmaison Hotel on numerous occasions in city's across the world and have never had any issues. However, the same could not be said about the hotel based in Leeds City Centre.

I booked a room on behalf of a sister while graduating in July. She arrived at the hotel circa 12am to check in and was turned away due to her not being the named person on the booking. In the end they rejected her request to ring me to explain the situation and simply told her that she was not going to stay the night. As a result she had to arrange a taxi back to Manchester alone. This was obviously worrying for an older brother since she was a young women having to get a cab back to other city gone midnight!

I contacted the hotel to request a refund for the cost of the night and was met with delayed responses and no explanation as to why she had been turned away, since it is not their usually policy. After months, the hotel failed to provide any evidence to suggest that she was turned away for any other reason than not being the named booker. And this is how it was left.

No refund,
No explanation,
and a young girl forced into a taxi at night resulting in further expense.

Honestly shocked at the treatment she received. will never be staying here again.

Was given a Birthday treat for the Spa at Malmaison Quayside (Newcastle) and had an AMAZING Full Body Ritual.. and they were so professional and lovely and I felt amazing afterwards.. I was then taken back there the day after for Afternoon Tea and let me tell you I’ve been for many Afternoon Teas and this was by far the best I’ve had.. the food was so nice and if you are not a fan of a certain thing on the Menu they are happy to to change it for something else.. would defiantly recommend it.

Just stayed for my first time ever in this group of hotels and all well. Room was a bit funcky, staff were fantastic, and breakfast was lovely. Well done Malmaison York. Didn’t eat dinner in but the bar and restaurant have a good feel.

Afternoon tea Malmaison York, birthday treat. Bar service took 20 minutes for three cocktails and there were only six people in the restaurant. Disappointing tea, Sent prawn cocktail back as so hot with paprika you just couldn’t eat it, they agreed and replaced with something else.No sandwiches which was disappointing as I feel a finger sandwich is a must for afternoon tea. Wrap again too spicy, a slice of sausage roll with seeds on, ok if you don't mind seeds, again not to my taste. Tiny burger was nice & warm. Deserts looked delicious but were either soggy or over sweet. Nice scones, what looked like mini trifle was cream then a layer of smoothie so just mixed into a slop consistency once you started to eat it. Very slow service, wash rooms stank you literally had to hold your breath while in there! All in all not the best afternoon or a traditional afternoon tea so do your research.

I booked in the Liverpool hotel, had two questions and emailed through the portal to a national enquiries link. I got replies saying I would get a response soon. I never did get a reply. Totally impersonal and hard to deal with. The actual hotel wasn’t much better either. Dark and tired rooms, too dark to see to put make up on. Air con didn’t work so room was boiling and you couldn’t open the window. My advice is avoid.

Hotel was clean , check in was efficient, room was clean .. however who designed these rooms , a 15 year game playing boy , no offence .. you walk into a small room which is dingy and painted in dark colours , Murals on the wall like graffiti, big horrible black over sized furniture, which you can just about walk past , black carpet , black furnishing , except for a bright yellow rocking chair , taking up precious space ..
will never stay here again .. waste of money .. you expect to go into something bright open and feel relaxed . This was oppressive… leaving as soon as we wake up !!!!
Shower was bright and clean .

Don’t book a flexible rate! Every other hotel chain allow cancellation up to check in with a flexible rate! Not Malmaison it’s 24 hour!!! Customer service don’t care

Lovely rooms and the service is great , very helpful staff. We stayed for 3 nights and enjoyed it well

Mailbox BHam, I had the afternoon tea and spa, as a birthday treat. I was looked after by Eka, who was absolutely amazing. As I was visiting on my own I was so nervous, but he put me at ease, and went the extra mile to surprise me with a birthday cake, the whole restaurant cheered. And it made me light up, such wonderful people, made me feel very welcome. He made sure my afternoon tea was perfect, absolute diamond, and a credit to your company

Both Cristina and Sean at the Malmaison Liverpool were excellent fantastic service, friendly chatty nothing was too much trouble- excellent customer service lovely atmosphere spotlessly clean. Both of these members of staff deserve recognition for their excellent customer service food amazing definitely be visiting again thank you

Lived in York all my life and have never experience such rude snobbery. Went in to ask if I could use the toilet and was immediately met with unpleasant faces which scanned my whole face, body and outfit and immediately made assumptions. Was followed into a lift were i tried finding a toilet, however the floor staff disabled the lift keeping me and my also young women companion trapped for five minutes, and escorted us out of the building. I apologised for any inconvenience and tried to explain that I was simply trying to wee, then I got an eye role and was showed a disabled toilet where I was guarded by three workers. I’m not sure what they think I was doing but I was polite and disrupted no one in the process but felt extremely uncomfortable due to the discrimination I was given due to my age, gander and class.On my way out I met a group of older adults who were simply doing the same and were met with a completely different attitude. Please if u are a young woman, be careful, this hotel treats us with no respect.

The Awesome Lisa
Apr 2023 • Couples
What a fantastic experience at the Malmaison thanks to the amazing Lisa. As soon as we walked in Lisa greeted us with a lovely smile and asked us how our was our day and welcomed us back to the Malmaison. Then proceeded to show us our lovely table and then read all the different types of menu.
Lisa's customer service was outstanding and went above and beyond. It really made our night. She couldn't do enough for us.
Thank you Lisa for going the extra mile x

Loved the hotel in Newcastle. Staff were amazing. Rooms very clean and tidy. The location is the best thing about this hotel.

Great stay in Leeds, nice staff, great location

Malmaison Brighton
Booked the Del Danza Suite as I have at least 10 times, on arrival we was sat in the hallway as staff was hoovering our room until gone 3:30, not even offered a drink.
Finally got in our suite to find the temperature unbearably hot. Turns out the a/c & heating control panels were both broken. Was told by head of house keeping to leave sliding balcony doors open all night & they’d give us a fan & radiator. Not 1 remote control for either TV. Projector wire for music/ TV room divider not only didn’t work but wires hanging out the wall.Fridge broken so another one dumped in the room.
Wallpaper hanging off the wall. From 5am onwards smell of raw sewage .
So upset as not only was this for Valentines Day but our 20th Anniversary.
Elle the reception manager I can only describe as very condescending with a bad unhelpful attitude.
As stated I have stayed in both suites many times over the years & never had a problem.
I have taken photos to show you the top of the range ‘suites’

A dog, whimperering barking all day/night , i did ask reception staff as i was worried about its owner being ill ,(assistance dog) or the dog alerting danger , then on our 2nd morning a very frightening loud alarm woke us up and unsettled us at 7.30am 3 times this happened and as you can imagine my partner being ex forces was up in a panic , so much for a quiet getaway , there wasn't even any bottled water in the mini fridge, standards have dropped to budget no frills accommodation and i am sorely disappointed in Dundee Mal

My wife and I have just returned from a three-night Christmas Break at Malmaison Hotel (Newcastle).

Considering our vast experience of spending time in hotels around the World, we can honestly state (without any hesitation), that we consider this hotel, and its staff, worthy of a Top Ten place!

We arrived at the hotel on the afternoon of Christmas Eve and we were given a warm welcome by Desk Receptionist, Gary. From the moment we arrived, he was very friendly and engaging. He put us at ease our arrival and provided us with all the helpful information we needed. After his friendly welcome we quickly realised that were in good hands. We could not have asked for a better reception on our arrival.

Our room was spacious, tastefully furnished and provided us with the comforts we needed during our three-night break. The provision of a complimentary bottle of champagne and gift bag containing a large scented candle furthered our early impressions of Malmaison’s attention to detail and furthering its guests’ experiences of the hospitality it provides for them.

All the Malmaison staff we met during our stay were so warm, friendly and very engaging. They all made us feel special and valued throughout our stay. It felt like they had welcomed us into their Malmaison Newcastle family. The staff could not have been more pleasant and friendly and, with the prospect of being away from our real family members over the Christmas period, this warmth and welcome meant a great deal to us. They gave the impression that we were considered part of an extended family after a short while – which we very much appreciated and were extremely grateful for.

All the meals we took in the hotel’s Chez Mal Restaurant were excellent, particularly the Dinners on Christmas Eve, Christmas Day and Boxing Day. Considering the time of year, the choice of fare, the quality of the food and the service were all excellent. The atmosphere in Chez Mal was Festive and very warm.

For their dedication to, and delivery of, excellent customer service, special staff commendations go to: -
Reception:
Gary
Chez Mal Restaurant
Amy – Restaurant Supervisor
Aran – Restaurant Supervisor
Sophie – Restaurant Supervisor
Tessie – Table staff
Reece – Table staff
Wan – Table staff

These staff members are key to the delivery of the Malmaison ethos and, as such, should rightfully be considered as valued assets to the Brand. Their unstinting efforts in making our stay at the hotel such a warm and enjoyable experience, are unsurpassed and we salute you for your dedication to your respective duties.

After our recent experience as guests at the hotel, it has impressed upon us that Malmaison is a hotel company that recognises the fundamental importance of investing in its staff’s development in providing excellent hospitality and the attendant values of providing excellent customer service.

Well done to all the staff concerned!
We will return!

Michael and Maureen Marsden

I stayed overnight Christmas night on the 'Bed and Bubbles' deal. I also had a small dog so was allocated a larger room. I loved the room, it was so clean and spacious and quiet. The staff were helpful although no one explained on arrival when I would receive the prosecco as part of the deal. I had to sit in the bar area for breakfast due to my dog and I felt left out of the restaurant atmosphere but didn't want to leave my dog in the room in case he barked. Stephen, the meet and greet person, went out of his way to bring the breakfast items over to me and to make me feel more comfortable. I asked for the prosecco at breakfast (!) and it was given to me but it should have been offered to me on arrival. I will visit the Malmaison again as overall it was a very good experience and has free car parking.

Room dull and in need of decoration
Mould around bath sealant
Veggie breakfast unappetising
Dry and not freshly cooked

Overall price expensive