Hotels, even the very best ones, don't always get everything right. I think the mark of a really good hotel is how they handle it when that happens.
We stay at Malmaison regularly and many things are consistently good - great location, good atmosphere (and bar) and more than anything the excellent staff and service. It's a city-centre hotel, so it's never going to be a quiet retreat, and it's rarely cheap, but that's supply and demand.
On our previous stay we had a few issues with our room. Mostly fixtures and fittings, nothing major - but the way it was handled by the hotel management and staff was exceptional. We were made to feel like our satisfaction was a genuine concern for them, which is increasingly rare in the hotel industry. This was also reflected in our next stay, which was pretty much back to what we expected from Malmaison.
There are plenty of places to stay in Manchester, and I've tried most of them over the years, but there's definitely something to be said for a hotel which is not only very good to start with, but also clearly cares about making sure they improve when required.More
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