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“Lovely hotel, inconistent disappointing service” 3 of 5 bubbles
Review of Malmaison Newcastle

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Malmaison Newcastle
Certificate of Excellence
Aberdeen
Level Contributor
15 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Lovely hotel, inconistent disappointing service”
3 of 5 bubbles Reviewed March 15, 2013

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.

Room Tip: Ask for a room facing the river.
See more room tips
  • Stayed March 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank SunCraver001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,119 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (510)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Spanish first
  • Swedish first
  • Any
English first
Glasgow, United Kingdom
Level Contributor
35 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
4 of 5 bubbles Reviewed March 15, 2013

We only stayed here for one night and stayed here several years ago for one night also. The location is brilliant, book a room with a view of the Tyne / Millenium Bridge well worth the extra £20. We stayed in a standard double room, it had a huge double bed, a very spacious room, with a large bathroom , shower over bath. Smartly decorated. The lift speaks in French to you, that's the only pretentious thing about this place. The bar does great cocktails, you are waited on at table, it was busy but tables were available. Breakfast included in our rate was full cooked fresh for you if you wanted it. Booked through the hotels website for £133 b&b for a Friday night. Great value. Parking is opposite in a small mufti story which has a dedicated section on top floor for guests. Pay less on check out for parking there.

  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank barney78
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
57 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
4 of 5 bubbles Reviewed March 15, 2013

Spent 2 nights recently at the Malmaison Newcastle. Overall a very good stay, but there were one or two little issues. First the good things: Big rooms with functional heating; the bed was amazing; all the staff were very nice. There's too much to mention. Now things to be improved on: Room service dinner, my pasta arabiata was tasteless, salmon fishcake was barely edible; the slivers of smoked salmon with my breakfast scrambled eggs was wafer thin; the gym didn't have any cleaning stuff to wipe down the machines after use.

Room Tip: Get a river facing room
See more room tips
  • Stayed March 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank GokeF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Newcastle upon Tyne, United Kingdom
Level Contributor
35 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
5 of 5 bubbles Reviewed March 12, 2013

We've just come back from another lovely stay at Malmaison Newcastle and are a bit puzzled by some of the negative reviews.....
We often stay over at Malmaison if we are seeing show's at The Sage or The Theatre Royal rather than have a late drive home and we have always been well looked after.
The on line booking system is great, and you can select exactly what sort of room you want, and whether or not you want to pay a few pounds more for a Millenium Bridge view (well worth it).
If you have a favourite room number, you can put that in the special requests box and the staff will do their best to keep it for you. If you do this you should never really find yourself in a room that you don't like. The bar and restaurant staff are lovely, and some of the special offers they have on are excellent. We've never had breakfast (we bring fruit and croissants!), so can't comment on that, and the 12noon check out is much appreciated.
David in main reception is always really helpful and friendly and everything has always been smooth and straight forward, and very relaxing.
Merci Malmaison et a bientot j'espere!!

  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Cashmere375
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stourbridge, United Kingdom
1 review
5 of 5 bubbles Reviewed March 11, 2013

We just spent two nite lost weekend from 8 & 9 at the Malmaison, Newcastle Quayside. First of all, I take my hat off to you and thank the management and all the staff for making our brief stay here, a wonderful, life changing experience, all other hotels take notes. You made us feel so welcome and like a part of the family. The dinning experience is first class and the food is top shelve and not too bad price wise considering the quality of this hotel. I'm going to be visiting the the area in the next few weeks and i'm planning to stay we you guys again! that's if rooms are available. Sorry i can't give you 10 out of 10, but trip advisor only goes up to 5.

Thank You

Trevor Parker :)

Room Tip: if your on a budget, book a room on the 5th floor i'm 517 nice view of the river and quite
See more room tips
  • Stayed March 2013, traveled solo
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank TrevorParker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Newcastle Upon Tyne
Level Contributor
162 reviews
73 hotel reviews
common_n_hotel_reviews_1bd8 122 helpful votes
2 of 5 bubbles Reviewed March 10, 2013

We've just returned from Malmaison having taken my wife there for Mothers Day. There were 4 of us in total and we won't be returning.

We paid £29.95 per head for their Mothers Day menu.

First impressions were the Brasserie was looking shabby. The table was looking worn, the cutlery looked incredibly well used and scratched to pieces. Service was slow, poor and inaccurate.

My Lamb Shank consisted to 3 of the smallest 'cutlets' I've ever seen and you'd have been lucky to get an ounce of meat out of all of them combined. They were virtually all fat, bordering on cold and served with a 'square' of potato.

Our 4 meals received two small bowls of vegetables between them, with a total of 6 roast potatoes.

We waited 15 minutes after being seated and weren't asked if we wished to order drinks before the waitress asked if we were ready to order. When we did get our drinks, the order was incorrect. The wine arrived swiftly but two soft drinks took 20 minutes and then one of them was wrong.

We had to wait again to be asked if we'd like dessert (part of the Mothers Day menu) and had to ask for the menu ourselves.

My meal was one of the worst I've ever had in an establishment that should deliver much much better. My wife and children enjoyed their meals although one (our eldest) described it was "just okay and a bit dry".

A total bill of £180+ for what should have felt special and in the end left me feeling I'd made a bad choice. I won't make the mistake a second time.

  • Stayed March 2013, traveled with family
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank Zillion
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
north east england
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed March 4, 2013

Stayed here for 2 nights 1-3 March 2013, had stayed in the hotel before and had a lovely room so was expecting the same....unfortunatly not the room we were given was very small ,we were offered an upgrade at further cost but as we had already pain £179 for the 2 nights without breakfast didnt want to spend anymore as we paid extra for a room overlooking the millenium bridge, the room as i said was very small the bed very hard and the whole 6th floor which is were our room was located is in desperate need of a lick of paint as was parts of our room, as per some other reviews the breakfast set up was terrible with some of the staff being quite ignorant and 1 customer acually got up and left the restaurant as he was the first person in at 08.00am but was the last person to be served. For an upmarket hotel i thought the room and breakfast experience was deff not value for money and after looking forward to stopping in the hotel again left very disappointed and feeling let down. Best thing about the hotel was the SPA and the location - dont think we would stay here again !!

  • Stayed March 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank ne1NorthEastEngland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Malmaison Newcastle

Property: Malmaison Newcastle
Address: Newcastle Quayside, Newcastle upon Tyne NE1 3DX, England
Location: United Kingdom > England > Tyne and Wear > Newcastle upon Tyne
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#2 Spa Hotel in Newcastle upon Tyne
#9 Luxury Hotel in Newcastle upon Tyne
#11 Romantic Hotel in Newcastle upon Tyne
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Malmaison Newcastle 4*
Number of rooms: 122
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

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