We chose Malie House after extensive research, drawn in by the beautiful marketing photos, warm email correspondence, and glowing reviews. We are a couple who travelled all the way for a special trip and we were completely let down. From the moment we checked in, it was clear the room had not been properly cleaned before our arrival. The corridor carpet had visible stains and dried liquid marks. The bathroom mat had accumulated grime and debris around the fixtures. The room rug was covered in hair and dark particles. This was not a minor oversight this was a room presented to paying guests in a genuinely unacceptable state. We raised our concerns immediately with reception. The response was dismissive and nothing was done. The housekeeping team showed a complete reluctance to take responsibility or rectify the situation to the standard expected of a hotel at this price point. The one shining light in this entire experience was Alexandria, a member of staff who went completely above and beyond. Cleaning our room was not her role, yet she stepped in, took our concerns seriously, and actually did something about it. Alexandria's professionalism, kindness and initiative stood in stark contrast to the indifference shown by everyone else. She is the only reason this review has one star rather than none. The hotel markets itself as a charming boutique experience with high standards ,the reality is very different. The photos online bear little resemblance to the actual condition of the rooms. As guests who planned this trip carefully and invested significantly to stay here, we feel completely misled. To future guests , especially those traveling from afar, please look beyond the beautiful Instagram photos and read the fine print carefully. And to Malie House management Alexandria deserves recognition. Your housekeeping team and your response to genuine guest complaints do not. We would not return and cannot recommend this hotel in its current state.
