The hotel itself is beautiful—stylish rooms, great location, and excellent room service staff. Unfortunately, the front desk and customer service left a lot to be desired.
I tried to book directly, but the hotel’s website was down. When I called the reservations office, I was disconnected—and when I tried again the next morning, they were closed until 10am. I ended up having to book through a third party. At check-in, I expressed my frustration and asked if they would honor the “member rate” listed on their site, which included a discounted dinner, breakfast, and late checkout. I was told curtly that there’s no such thing as a membership—despite that being the term used on their own website.
There was no assistance with luggage, and the directions to the rear parking were vague. Though the setting was lovely and dinner was enjoyable, we skipped breakfast and chose another spa for the rest of our stay due to the poor front desk and reservation experience.
Sadly, Malmaison Aberdeen has lost my confidence. I won’t be returning.
