Malmaison Cheltenham

Keegan, you made my wife’s surprise birthday gathering with our big group of friends a real pleasure, even though it could easily have been stressful. You took care of everything we needed throughout the stay, and that level of customer service makes a huge difference. You’re a star, and I hope you go far in the industry. Awesome.

We came for the funeral and wake of a dear old friend who sadly died at 100. We left feeling rushed and dumbfounded, and didn’t raise it with staff because complaining at a funeral felt inappropriate. The food was put out for only about 20 minutes before a staff member came in and cleared it away. Many of us had been taking turns politely so others could go first, and despite food still being on the platters, some guests, including me, missed out. I can only presume what was left was thrown away, when people would have eaten it if there had been more time. During catering, staff also blocked walkways and corridors, making things difficult for people with mobility issues. I was appalled by the lack of professionalism. Staff were gossiping among themselves and swearing within earshot of guests and children. We were also disappointed that we couldn’t sit in the conservatory because it wasn’t properly weatherproofed. A bit of rain had caused flooding.

We booked at the last minute and had a very comfortable night. The hotel is lovely, the staff are friendly, and it’s well placed for the town’s restaurants and bars. There was a wedding on, but you wouldn’t really have known. Breakfast was lovely with loads of choice, though the restaurant felt very chilly. We’ll be back soon.

Only a short stay, but a very good one. The staff were lovely and attentive, especially at the front desk. Breakfast service could be better for what you’d expect from a 4-star hotel.