Malmaison London

Francesa was fantastic in help for a last minute trip!

Great location, all round decent hotel. Beds were a bit hard but mostly ok. A couple of little details were missing which makes it 4 rather than 5 - all first world problems but when you travel a lot for business, you get used to the extras. No dressing gowns, no Nespresso machine in room, no conditioner or hand lotion in bathroom, evening room service menu is v limited. But overall it was a perfectly pleasant experience. Shout out to Cash on reception, genuinely lovely person!

Following a recent stay at Malmaison London from 5th March for two nights — a hotel I chose specifically because of previous excellent experiences at your Oxford and Reading locations — I was extremely shocked and distressed to receive an email from the Deputy Manager accusing us of damaging the room by soiling the bed linen. This was followed by a second email containing an invoice for £100.
I immediately called the hotel to dispute this accusation and followed up with a detailed email. In that message, I explained that we had not inspected the bedding upon arrival and were now extremely concerned that we may have slept on already-soiled linen. I also emphasised that I have worked in the property industry for over 30 years in both West London and the Home Counties, and I take great pride in treating other people’s property with the utmost respect. Had either my husband or I caused any damage whatsoever, we would have reported it to reception without hesitation.
I requested that my concerns be escalated to the Hotel Manager and asked for a response by the following day (9th March). As of now, I am still anxiously awaiting a reply, and I am increasingly upset by how this matter has been handled from the outset.
To make matters worse, upon checking my bank account, I discovered two separate debits of £240, in addition to the £100 ‘damage’ charge, followed by a single credit of £240. These unexplained transactions have raised even more serious concerns about the way Malmaison London is managing both customer service and guest accounts.
I am extremely disappointed that loyal returning customers are being treated in this manner. The handling of this situation has been unprofessional, distressing, and far below the standard I previously associated with the Malmaison brand.

Hotel was very nice and in a good location for our visit.

The bedroom was awesome.

Wonderful hotel - will be back soon!

Stayed here 7-8th march to see moulin rouge and location, room, staff etc were all perfect

Luxury location and staff

Hotel très confortable au centre du quartier des affaires. Un grand merci au personnes qui nous ont accueillis et servi le petit déjeuner. Tout le monde a été très sympathique

L’hotel elegante e raffinato si trova in un buonissima posizione: vicinissimo alle fermate della metro e a luoghi di interesse turistico e culturale. La nostra camera era ben arredata e accogliente.

From the minute walked into reception everything was as you would like it
Kasturi was not only a credit to the business but a credit to herself Totally professional from start to finish lovely lady who made the stay so enjoyable
Would also say all the other staff in bar and restaurant great too
Can’t wait to visit again

I could not recommend this malmaison enough! All the staff are so friendly especially Kasturi , who went above and beyond to make sure that we had a great experience.

Very welcoming atmosphere and nice rooms.
I hope others will also have the opportunity to meet Kasturi at the reception. She's an extraordinarily nice and welcoming receptionist.

Arrived for a surprise 60th which was just a few minutes’ walk away, so the location was perfect. I hadn’t mentioned that it was my birthday the following day, but Blessing on reception spotted it on my ID and quietly upgraded us without me saying a word. That level of attentiveness really stood out.

Blessing was also genuinely chatty and welcoming, not in a scripted way but in a way that made us feel properly looked after from the moment we walked in. It set the tone for the whole stay. Small touches like that make a big difference and are exactly why we’ll be booking with you again.

Great stay and excellent staff. The lady called Blessing on the front desk was super helpful! Room very comfortable.

Lovely hotel in one of the best locations in London- much nicer than anything in the west end. Great staff - Kash and Francesca were brilliant and a credit to the hotel. We’re going back in mid March. 💯👍