I booked a package including dinner, bed and breakfast for my son and I (he is a student in Dundee). There are a few issues that I think are worth raising:
The hotel is in a very nice building and in a good, central location. The room was quite comfortable but much too dark with inadequate lighting – I had to use the torch on my phone to pack my case in the morning. I understand the ambience issue but there should be an option to make the room brighter.
I had to wait quite a long time to check in as there was only one receptionist and she was busy on the phone.
The service at dinner was absolutely atrocious. I booked a table for 8pm and it wasn't ready until nearly 9 o'clock. We were told to wait in the bar when we didn't really want to as I had work to do. By 1010 pm we had been served only one course and were still waiting for the main. I had the wrong drink delivered (500 ml of wine instead of 250) and we didn't get our meal finished until after 11pm. I was told that the restaurant was unusually busy but that is not my concern and they shouldn't take bookings if they can't cope and I would have thought that hotel guests should get priority.
I requested a 0645h alarm call but didn't receive it (fortunately I'd set my own alarm). I also asked for the continental breakfast in my room as I had to leave for Edinburgh airport and this didn't arrive either! I left my son to sleep and requested that all charges should be taken from my credit card which I used on check in. However, when he tried to check out they wouldn't let him and he had to phone my father to sort it out as he couldn't contact me. Furthermore they wouldn't give him breakfast and told him it wasn't included in the rate. It seems that I was still then charged 175 pounds.
I travel extensively all over the world and had assumed Malmaison was a good brand (I’ve stayed in the Glasgow and London hotels which were fine) so I was very surprised, even though I might expect some teething problems with a new hotel. It was supposed to be a treat for him before taking his final student exams and I am really disappointed. In fact I have never written a review on Tripadvisor before but had e-mailed the manager (Ms Lisa Croll) who didn't respond despite several attempts. I think this is absolutely deplorable service - I honestly have never experienced anything like it and would encourage others to be careful about staying here as they don't deserve your custom.
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- Also Known As:
- Malmaison Dundee Scotland