MF

Apr 26, 2024

Malmaison York

Initially booked 2 rooms on the website. Wanted to extend the stay but website wouldn't allow me to amend so called the hotel. I had booked a double for myself and a family room for my daughter and mother which they queried. They stated the family room has a single pull out bed/chair which is only suitable for children. I pointed out there was no mention to this on the website but they were adamant i should change to a different room. I explained it was for my mother and daughter and had to be a twin. We checked in and the bathroom and bedroom are all open plan which is totally unsuitable for non married or couples. You come out of the shower straight into the bedroom. There is a wall of transparent glass and nothing else to hide your modesty. Totally unacceptable and a case of design over function. I have never had before, and do not want again to walk out of a shower cubicle directly into the bedroom. I expect a separate bathroom, particularly at the prices they charge. Went to reception and was told i should have booked a family room! Went through what happened on the phone and was told the family rooms have a double sofa which converts into a double bed suitable for adults, and they have a separate private bathroom. Ate in the restaurant the first evening and was servced by a brilliant waitress. 2nd evening again went to the restaurant and was told they have no pasta. How can a restaurant run out of flour and eggs? Seems they don't make anything fresh but buy it in ready made and just warm it up. Not good for the prices they charge. We had prepaid the evening meal so came to the end of the meal on the second night and was given a bill for the entire meal and was asked to sign for it. I explained it was wrong and should only be for drinks as we had the evening meal package. Waitress said okay but can you sign it anyway, which I refused and asked for a correct bill. She then rolled her eyes, gave a loud humph and said she would have to get the manager to do it and walked off. 10 minutes later the manager arrived and asked me to sign the incorrect bill and he would sort it out later, again I refused. I also asked for the service charge to be removed as the waitress was just rude. He looked like he really didn't care and just kept insisting I sign the bill which I continued to refuse. He eventually gave up and walked off. Went to check out on the last day and was presented with the wrong bill! You really couldn't make it up. Mistakes happen but it is the way they are dealt with that matters and having to argue with the waitress and then bar manger in the middle of the restaurant over an incorrect bill is not acceptable or professional. Malmaison have a lot of 1 star reviews and have never responded to negative criticism, which shows what they think of their customers. I have had better stays and service in basic Holiday Inn Expresses and will never stay in a Malmaison hotel again