We booked on an itison deal which was £99 for one night stay with dinner and a cocktail.
We were staying with another couple and was really looking forward to this stay.
On arrival the building looks lovely but once in the main entrance the hotel is very dark in decor and the reception is not clearly visible ; you have to go downstairs.
The reception area is very small and if two or more people are checking in it gets very congested very quickly. Once checked in, no offer to help with bags and we didn't know how to get to the rooms and had to ask (didn't expect to have to ask in this class of hotel to be fair).
The room was lovely but it was compact to say the least. The bed very comfortable and aircon was the best I've come across at a hotel so far and the bathroom had lovely underfloor heating and complimentary toiletries. The snacks/minibar were extortionate compared to other hotels but we tend not to indulge on that.
The meal was lovely and cocktails certainly weren't watered down so can't complain about the restaurant other than the service. Every course was brought out by a different server and they guessed who ordered what at our table of four, never asked who had ordered what and they got it wrong every time. We weren't too bothered by this but it's all the little things that could be easily fixed that bothered us.
We chose to have breakfast which again was ok. We sat at the same table as we had a dinner and it had not been cleaned. There were still good contents from the previous night even though the table had been turned around for breakfast. We kept having to ask for missing items from the table eg milk and the cups were all dirty (easy enough to change but shouldn't have to).
Check out was a disaster. We had a bill to settle for dinner yet our dinner bill was zero. The staff explained that if you charge to your room the bill you sign will show as zero then they add it on at checkout. Whether I am paying cash or charging to my room I expect to sign for the amount I am due, anything else is utterly unacceptable to me!
That issue aside the amount on the bill was wrong significantly which I contested and pointed out the errors were not of my making. The staff could not quickly work out the problem and I had to explain to them to which I received blank looks.
Sadly this hotel is way overpriced for Dundee in all areas and the service, whilst not terrible, has significant improvements to make. For this chain I'm shocked and very disappointed in the massive gaps in the attention to detail and service delivery that absolutely need addressing.
Even though on paper we got a good deal, we would not return to this hotel. The Doubletree by Hilton or The Apex are far greater value and have a established level of superior customer service.
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- Also Known As:
- Malmaison Dundee Scotland