Malmaison York — Hotel in Great Britain

Having just returned from a stay in York (beautiful place which I definitely recommend visiting) my husband and I agreed we would definitely revisit the city, but likely stay at a different hotel next time.

Positives:

Initial meetings with staff members at the front desk were really positive and helpful. Our bags were kept safe until check-in time, and then check-in itself was smooth.

Our room was generously-sized and comfortable in most aspects, and we loved the inclusion of teas, coffee and a Nespresso machine.

Breakfast was of excellent quality, and provided generous choice while keeping potential food waste to a minimum. The servers in the restaurant were warm and attentive.

The hotel's location is brilliant - just a short walk from the station, and main landmarks to visit like York Minster, The Shambles etc.

The hotel gym is one of the better ones I've used (though it would be an idea to get some more robust weight benches as they are very light and move around too easily)

Negatives:

I'm so sad to say that housekeeping, and consistency of service, are letting Malmaison York down. Upon arrival to our room, I opened the kettle to make a cuppa and found the kettle honestly full of limescale - there was a really off-putting amount. There was also a table mirror light not working, and the shower heads were so clogged and built up that water shot off in all directions when we tried to use the shower before heading out. When I went to grab the additional pillows from their storage, they were stained with somebody's makeup. I called straight away to ask that these issues could be rectified and the team member on reception was extremely apologetic. She said they'd get right onto it, which we were really pleased about.

Unfortunately, when we got back to the hotel a number of hours later, none of the issues we'd flagged had been sorted. I called again to request that the pillows could at least be replaced, and a member of housekeeping came up, handed me 4 new pillowcases and left us to change them ourselves.

We were at Malmaison York for 3 nights - the shower, kettle and non-working light never were fixed. When we checked out, the team member on the front desk didn't ask us how our stay was. These are simple but crucial points of service that make the difference between having an adequate stay and a really wonderful one. We really wanted to have the latter experience, but sadly were left feeling quite...

Had dinner here last night with a group of friends for a birthday. When arriving the young man was very helpful and accomodating to set up the table etc. To our liking Which was nice.

The food itself was cooked beautifully. I had the chicken and the Squid and have no complaints on the actual execution. But the chicken came with nothing. squid portion was also tiny which isn't the kitchens fault as I am assuming it is cooked to company standards but either way is poor value for money. I only bought one drink which was a glass of house processo for £5 on the menu but when presented the bill was charged £8 plus service charge which is outrageous considering the prossecco itself would have been bought around that for the bottle.

The girl serving us was very rude. I understand that some of our party was late, but it does happen. We were told the kitchen wanted to go home and it's too late to be serving . (Bare in mind this was over an hour before last orders) the last person arriving was half an hour late and we were told to hurry it up and must have been asked 4 times when is everyone getting here. The kitchen will be angry and want to go home,that's its "Tuesday night, and it getting late" as if its acceptable on a friday but not a weekday. I understand 30 minutes was annoying (most of the party were there on time) but considering the money we spent I thought the service would be top notch. Additionally, we were asked to pay for the meal upfront only a day or two before out booking which was very odd.

Having worked in the industry both front and back my whole life I understand time constraints but that you leave room of lateness and delays on service as well.if 8.30 booking to serve around 9 was too late they should have rescheduled our booking. Insane prices plus service charge for a service I did not enjoy. I had a starter main,a slice of cake and some of my friends side and was still hungry when I left.

Overall the experience would have been okay if it wasnt for shrude comments being made at us. Might have just had a one off bad experience but really don't think it's acceptable to essentially be told were the reason the kitchen could not go home and have the young lady making these statements eye rolling and sniggering at us or entire meal having only been 30...

York is fantastic, Malmaison leave little to be desired. rooms darker than York Dungeon

Liked · Excellent location for access to York centre, Nespresso coffee machine (although more pods would have been nice) Couple of glasses of free Prosecco as told them it was the wife's birthday (It actually was didn't lie) Shower was excellent both rainfall and normal

Disliked · Get ready this is a long list Email links on any email did not work to confirm booking Tried to ring to confirm booking but couldn't get through on phone day - rang for 30 minutes plus solid no answer eventually had an online chat with AI robot, could not answer most questions. Room was small to say the least, I spent extra for a supposedly superior "club room" Room was dark, the lighting had been designed by Chris McCausland, Stevie Wonder and Helen Kellar No task lighting for makeup - was not wired in. Rang reception for a replacement. Was told someone would bring straight away, half an hour later I had to ring again - no answer for 10 minutes. After 40mins had to visit reception. Just to be told that someone is bringing it. Another 20 mins later someone came but could not replace broken mirror light however did come back with an extra mirror. Lighting so bad in room, all overhead, no wall lights next to a mirror for makeup / hair. Had to create a makeshift make up station with a lamp tilted and the spare mirror. Service in the bar was poor. Was asked to take a seat and someone would take order. Waited 15 minutes before had to remind someone to come over. The bar was not overly busy. Room was very expensive for a small room. Cannot just put light on in "sink/kitchen area" puts bright light on over bed - not good if someone is sleeping Pillows offered me support Road / people noise in room even on 5th floor. More lighting grumbles, Toilet in shadow for the men when doing stand up to use. Coffee bags bad, just the usual sachets would be better Toilet door lock broken, No space in wash area, work top contained wash basin, Nespresso, kettle if your using it, a fixed vanity mirror that was useless (as mentioned no back light as...