We stayed that the Malmaison for a reunion with friends. We got a really great rate on the room by booking in advance. We arrived at the hotel shortly before 2pm and were quite excited by the Alice in Wonderland style of décor in the lobby. On trying to check-in we found that only one of our rooms were ready, a 3pm check-in apparently, which is quite late when you have plans. There are a couple of nice bars and restaurants within walking distance of the hotel and we made the most of them whilst waiting for the rest of our party. When we eventually got into the room we were delighted to find it was quite a large twin, with two double beds. Good toiletries, minibar, large bath sheets (love a hotel towel that covers your bum!), TV, hairdryer etc, etc.
Evening door staff were very helpful arranging a taxi and giving us a recommendation for where to go in town. We arrived back quite late and decided to head to our room for a night cap, although there were 6 of us we had only just walked into the room and hadn't had time to make any noise when security knocked the door and told us we couldn't have anyone in our room. They asked us to move downstairs to the bar area, where we could stay for as long as we liked. Although disappointed to be moved before we had even taken our coats off, we complied with their request. When we got to the bar we were met by one member of staff who told us we could only order a bottle of wine or beer and that was it. When we asked about ordering food he complained that there was only him on and it would take him ages. We also then discovered that we couldn't have a drink because none of us had taken the cardboard thing that comes with the room key. For a luxury hotel they don't make it easy for their guests to enjoy the amenities! In fairness to the guy, he did say he would be happy to serve us if we went and got the bit of cardboard but who could be bothered going back up 4 flights of stairs for the second time, to get it. After all the hassle everyone decided to call it a night and headed to bed. Feeling hungry we decided to order room service, it arrived reasonably quickly but brought by the same guy from the bar who was clearly still annoyed with us from the bar, it was an obvious struggle to be polite, he managed a 'sign this' and didn't even offer to bring the tray into the room. Whilst the food was ok the portion was tiny for what you paid for it. Whilst eating our room service we noticed raised voices from the room next door, when my friend knocked their door she was surprised to find 12 men enjoying a drink in a twin room seemingly unchecked by security or anyone else!
On the Sunday we headed out and enjoyed a walk around the city. We arrived back to find that all of our room keys had been deactivated and we couldn't get in. We headed to reception to get them restarted, no apology from anyone for the inconvenience. We got back in to find that the room had been serviced and beds made up however, on closer inspection soaking wet towels used to dry hair that morning which had been in the bath for replacement, had been taken out of the bath and put back on the towel rack with no hope of drying. The head of housekeeping walked into our room without waiting to be invited in however, she had come to do the check of the room and when we alerted to the wet towels she apologised and had them replaced in minutes.
This is a really nice hotel in a great location, we just felt let down by some of the staff that who didn't seem to be that bothered about the basics of good service. The Malmaison brand normally carries such a good reputation, I don't think we would choose to stay here again.
- Official Description (provided by the hotel):
- Fog on the Tyne? Let's hope not. Otherwise you'll miss the great view of the Tyne Bridge you get from our hotel in Newcastle city centre. But then, when you're staying at Malmaison Newcastle, it's the views on the inside that tell you your boat's come in. While you're right at the heart of Newcastle's great shops and exciting nightlife, the lure of MALBAR's legendary cocktails and the Mal Brasserie's classic dishes with a twist is pretty strong. And who wants to spend all night out on the town when one hotel in Newcastle has a whole floor with a shipbuilding theme and bathtubs you could sink a battleship in? It could only be the Newcastle Mal. ... more less
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- Also Known As:
- Malmaison Newcastle Hotel Newcastle Upon Tyne
- Malmaison Newcastle Upon Tyne
- Malmaison Newcastle Hotel Upon Tyne