Malmaison York

I recently stayed at Malmaison York, and I can honestly say it was one of the best hotel experiences I’ve ever had, and this was solely due to one member of staff, named Luke. The hotel itself is beautiful, with elegant interiors, a great ambiance, and all the amenities one could ask for. But the real standout of my stay was the impeccable service provided by the staff member Luke. Luke’s level of professionalism, attention to detail, and genuine warmth went far beyond any standard of hospitality I’ve encountered before. From the moment I checked in, Luke made sure every aspect of my stay was perfect. He remembered my preferences, anticipated my needs before I even voiced them, and went out of his way to ensure I felt like a VIP at every turn. His service was seamless, thoughtful, and, frankly, astonishing in its quality. It’s rare to find someone so naturally gifted in hospitality. Luke has a presence that immediately puts guests at ease and a commitment to excellence that is clear in every interaction. He truly made my stay unforgettable and has set a new standard for customer service in my eyes. In fact, I believe Luke deserves nothing less than a promotion, a pay rise, and the Employee of the Month award—he has more than earned it! If I could, I would give him a 10-star rating. Malmaison York is lucky to have him, and I know I’ll be recommending this hotel to everyone I know because of Luke’s exception service.

This is probably the most shocking review I have ever had to give but think it’s important to make people aware of this hotel and the appalling customer service. I stayed with family two weeks ago to visit the York Christmas markets and was charged double the usual rate which was bad in itself. In a rush to leave the room for check out, I left my apple icharger and plug in the socket. My mistake. I contacted the hotel straight away and at the time they seemed great. They said they spoke to housekeeping and retrieved my items! Amazing, would save me £50 to replace them. So I thought. They confirmed this on email and said they would need to charge me £10 to post it back to me. Paid them the same day via a link and emailed my address. Then nothing. Absolutely nothing - no email confirmation back, no charger. So a few days later I emailed to follow up, trying to be understanding that its a busy period. No reply to my email. So few days later tried to call all day- nobody picked up. Eventually at 10pm I got through to night staff. They said they still had my items, it was in a package ready to be sent out and apologised but would be sent the next day. So again tried to be patient and wait for the charger to arrive. Still nothing arrived and no contact from the hotel another week on, despite emails and calls. Eventually got through to a manager once I called, no name given, they knew nothing about it! Said I could have my £10 back. That was not the point. Then later on I get an email from the receptionist saying they don’t have my items anymore and they are sorry. So somebody in their staff clearly lost or stole it!! No accountability, no reimbursement for my property. Just ignored again when I requested more information. I have now contacted their General Manager for answers but I am thinking this should be reported to the police as theft as they confirmed twice on email they had my items?!

Modern clean comfortable hotel with good restaurant. Our room (604) had super view of the Minster, gardens and river. Club room not large but well equipped and with good sound insulation although let down a little by some minor maintenance issues- illuminated mirror that wasn’t, broken bulb, cracked floor.