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

Malmaison Hotels is a collection of luxury boutique hotels located across the UK, offering a unique blend of stylish accommodations and upscale dining experiences. The company specializes in providing guests with well-designed rooms and a variety of amenities, including restaurants, bars, spas, and fitness facilities. Malmaison caters to both leisure and business travelers, ensuring a comfortable and memorable stay for individuals and groups alike. With an emphasis on personalized service and distinctive design, Malmaison Hotels also offers options for special events such as weddings and corporate meetings. Guests can enjoy a range of dining options, including the renowned Chez Mal Brasserie & Bar, and partake in various promotions, experience vouchers, and packages tailored to enhance their stay. The company focuses on delivering high-quality hospitality in prime locations, making it an appealing choice for those seeking a luxurious getaway or a functional space for business engagements.
Malmaison Hotels receives a mixed response from guests, reflecting both commendable service and significant issues. Many reviewers praise the attentive and friendly staff, highlighting their positive experiences during stays, particularly in locations like Glasgow and Belfast.
Customers often mention the comfortable accommodations and quality food, with some describing their experiences as delightful and recommending the chain. However, numerous complaints arise regarding room conditions, such as heating issues and unsatisfactory cleanliness. Additionally, several guests report poor customer service, particularly during billing disputes and at reception, which detracts from their overall experience. The inconsistency in service and room quality leads to a divided sentiment among guests.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.1 | 125 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 3.7 | 3 |
| Sep 24 | 4.0 | 1 |
| Oct 24 | 2.6 | 5 |
| Nov 24 | 5.0 | 1 |
| Dec 24 | 5.0 | 1 |
| Jan 25 | 5.0 | 2 |
| Feb 25 | 3.3 | 3 |
| Mar 25 | 3.3 | 4 |
| Apr 25 | 2.0 | 3 |
| May 25 | — | 0 |
| Jun 25 | 1.0 | 1 |
| Jul 25 | 3.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 125 most recent reviews.
“I stayed at Malmaison Glasgow and the reception staff were SO lovely”
“Aberdeen Hotel experience on non business related trip was extremely poor, so much so that I shortened my stay from 3...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Hotels.
| Company | Overall | Legit | Service | Value | Booking | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 3.1 out of 5 (fair) | 100 out of 100 | 3.4 out of 5 (fair) | 2.4 out of 5 (poor) | 1.5 out of 5 (poor) | −26% | 125 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.8 out of 5 (good) | 3.5 out of 5 (good) | — | 1,083 | |
| 3.6 out of 5 (good) | 100 out of 100 | 3.1 out of 5 (fair) | 2.6 out of 5 (poor) | 2.1 out of 5 (poor) | −14% | 918 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.6 out of 5 (good) | 4.5 out of 5 (good) | — | 1,069 |
Bottom line: Malmaison Hotels is #5 of 5 on overall rating in this group. On booking, Alfa Travel scores higher (4.5 vs 1.5).
125 reviews of Malmaison Hotels. Filter by what matters to you.
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
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Polarized pattern: few middle ratings. 50% of recent reviews are 4–5★ and 44% are 1–2★.
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.
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’
Brighton Malmasidon hotel, smells of dogs and there’s hairs everywhere in the room/ bathroom . The hotels managers should clean the room daily it is not the cleanest and the breakfast is too expensive for £18 per person . Generally this hotel is over priced and Travelodge is much better !! They will try and over charge given the chance so do not give them your credit card details .
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
Had a birthday celebration at the Newcastle Malmaison and couldn't be happier. Special call out to the lass on bar service, sorry I didn't get your name but you were helpful, friendly, proficient and professional... blonde hair and glasses (Saturday 6th Aug) and then Teasi, afternoon tea was mainly served up by you...amazing! Our party of 8 was called by their individual names throughout and faultlessly at that. Our orders were delivered with smiles, good conversation, genuine interest and care. Teasi was the consumable professional and is a credit to Malmaison. The remaining team were great, thank you for a memorable afternoon out in a gorgeous setting at a very reasonable price given the gorgeous grub and incredible service. 😁
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 .
Malmaison Hotels is a collection of luxury boutique hotels located across the UK, offering a unique blend of stylish accommodations and upscale dining experiences. The company specializes in providing guests with well-designed rooms and a variety of amenities, including restaurants, bars, spas, and fitness facilities. Malmaison caters to both leisure and business travelers, ensuring a comfortable and memorable stay for individuals and groups alike. With an emphasis on personalized service and distinctive design, Malmaison Hotels also offers options for special events such as weddings and corporate meetings. Guests can enjoy a range of dining options, including the renowned Chez Mal Brasserie & Bar, and partake in various promotions, experience vouchers, and packages tailored to enhance their stay. The company focuses on delivering high-quality hospitality in prime locations, making it an appealing choice for those seeking a luxurious getaway or a functional space for business engagements.
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