Frequently Asked Questions
CAN I CHECK IN EARLY OR CHECK OUT LATE?
Early or late check out isn’t always available. Please contact your Malmaison hotel directly in advance and they will do their best. It's normally not a problem, but we can't guarantee. Contact details can be found on the hotel locations page.
DO YOU HAVE PARKING? IS IT FREE?
Every Malmaison hotel is different and parking may be limited where available. Please see your chosen hotel for directions and local parking information including charges, or contact the hotel directly. Contact information for each hotel can be found on the individual hotel location page.
CAN WE GET AN EXTRA BED OR COT IN OUR ROOM?
Extra beds can be booked in advance at an additional £30. Not all room types can accommodate extra beds, so please be aware that you may need to upgrade to a larger room. Cots are supplied free of charge. Any cots or extra beds must be booked in advance of arrival.
WHAT SPA FACILITIES DOES THE HOTEL HAVE?
Spa facilities vary by hotel. For more information on spa facilities at Malmaison please visit our Spa page.
WHICH ROOMS ARE ACCESSIBLE AND HOW CAN I BOOK THEM?
The number of accessible rooms can vary by hotel. For more information on accessible rooms and to make a booking please contact our reservations team on 0330 016 0380
WHAT HAPPENS IF I DON’T ARRIVE?
If you fail to arrive on the day of your booking, the full room price will be charged. Please check the terms and conditions of the package you have booked for details of our cancellation policy.
CAN I BRING MY PET?
Guests are welcome to bring their pets to stay at Malmaison and we welcome well behaved dogs to all our properties. Please notify us during the booking process or in advance of arrival. For more information on our pet policy please see our booking terms and conditions page, charges apply
DO I NEED MY CONFIRMATION AT CHECK-IN?
You don’t need to provide your confirmation at check-in. However, you must be able to show photo identification and a valid credit or debit card used to make your booking if requested by Malmaison.
I HAVE A GIFT CARD, HOW DO I MAKE A BOOKING?
Gift cards cannot be used to purchase any pre-paid or advance purchase rates online. They can be spent in any Malmaison hotel; in the bar, brasserie, spa, or against an overnight stay.
HOW DO I GET TO THE HOTEL?
A Directions to each Malmaison hotel can be found on the individual hotel’s location page. You can select your Malmaison hotel from our hotel location page.
WILL MALMAISON EVER ASK ME FOR MY CREDIT CARD DETAILS BY EMAIL?
Phishing is the practice of tricking someone into giving confidential information. Examples include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud.
We will never ask you to confirm any full credit card details, only ever the card type and last 4 digits. If you receive an email or phone call claiming to be from Malmaison or Hotel du Vin asking you to supply the full card details, please do not respond. If you receive such a request, you should report it to our Central Sales Team or our Information Governance Manager.
Where you are asked to send payment for accommodation or services by transfer to a bank account please be certain that this is a legitimate request from us before you proceed. Before sending payment, you should always contact the hotel directly, by using the contact details published on our brand websites, and ask to speak with the hotel accountant to check the receiving bank details is one of our valid business accounts. Any email address from us requesting this type of payment will always be from an email address in the format of @malmaison.com or @hotelduvin.com and no other email address variants are valid for asking for this sort of payment.
WHAT IS THE MINIMUM AGE FOR STAYING IN A MALMAISON HOTEL?
The minimum age for staying in your own room is 18 years and over. Under 18's can stay in a room if accompanied by a parent or guardian. Children's breakfast prices apply to 5-12 year olds, 4 years and under complimentary.