Malpas Hotel Review - 89 of 154 Reviews

Malpas Hotel – I would not stay again and would not recommend it friends. Not 5 star.

As a sixtieth birthday treat for my wife, we wanted to go 5 star, our room was nice with fantastic views from balcony. However we were located directly over the Jazz bar. On our 10th night they had a Salsa Jam in the bar, due to the noise level and particularly the bass beat (the mirror wardrobe doors were vibrating in time to music) that woke me up at midnight, it was impossible to sleep until after 04.35 hours when it stopped, the hotel staff then began clean-up and started to drag chairs and tables back into position. I made 5 visits to reception to complain and was lied to by staff on each occasion (the music will be off by the time you return to your room, once they cut the cake the music will go off, they have permission up to 3am, the owner has spoken to them and it will go off they are just winding up), the hotel staff had absolutely no control over the event. I am convinced that had the 6th Anniversary Salsa Jam not wound itself down naturally , the noise would have continued for even longer. They are also advertising a 5-day Salsa Jam in September 2011.

When a complaint was made the following day to the Manager he replied “it was only for one night”. He also agreed to speak with the Bar Manager, but he never got back to us at all, he gets nil point for customer service. To rub salt into the wound the Salsa Jam was set up around the pool the following afternoon for 4 hours. Considering the average age of the British guests was probably 60, not many considered this 'entertainment' entertainment. When the travel agent rep spoke to hotel about complaint they were told it had been solved, but they didn't explain why it had been allowed to happen in the first place. There were several other complainants, mainly from first floor guests, but all floors above the bar were affected to some extent.

The rooms above the bar are also affected by music/bass 3 nights a week, and there was a wedding on the pool terrace with loud amplified music. I did not complain about these events as they finished at midnight which I thought was reasonable.

I received a sincere apology from Customer Services on Monday, but by then the damage had been done, I'm convinced that this type of disregard will continue unabated and affect future guests. The hotels behaviour was outrageous, their lack of response to complaints was dire, this event completely spoiled my holiday. They need to decide whether they are running a Hotel or a Disco.

Liked — Views
Disliked — Loud, thumping bass beat

Read Next Review: “the hotel& there wounderfull staff makes a great stay”

Read Previous Review: “Memorable & Enjoyable!”