Frequently Asked Questions
Q What time is check in and check out?
Q Can I check in early or check out late?
Q Do you have parking? Is it free?
Q Can we get an extra bed or cot in our room?
Q What spa facilities does the hotel have?
Q Which rooms are accessible and how can I book them?
Q What happens if I don't arrive?
Q I have a gift card, how do I make a booking?
Q How do I get to the hotel?
Q I have allergies, how can you accommodate me?
Q My booking failed online, what should I do?
Q I've booked via a third party and want to cancel
Q I am under 18 can I stay in a room by myself?
Q I need a copy of my receipt for my last stay
Q Can we drop off our luggage at the hotel?
Q Do you offer a baby sitting service?
Q Is it possible to book a room for the day?
Q Is there a service charge on room service?
Q Will Hotel du Vin ever ask me for my credit card details by email?
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.