Management at the beleagured Malmaison in Dundee have confirmed for the first time that the hotel will remain closed until at least the end of the year.
The boutique hotel had been due to open on December 1, before severe flooding damaged several rooms, the brasserie and lobby.
Managers now say that, given the extent of the damage caused by the flooding, the hotel will have to remain closed while repairs are carried out leaving hundreds with Christmas bookings out in the cold.
General manager Claire Livingstone said: “Following the flood at Malmaison Dundee we regret to announce that the hotel will remain closed until at least December 30 to repair the damage caused.
“All guests who had bookings at the hotel are being personally contacted by telephone where possible to inform them and have been offered a full refund.
“Malmaison is continuing to liaise with the developers with regards to a date for the works to be completed and we will be issuing further information on the opening as soon as we have further information,” Ms Livingstone added.
Some customers have expressed dissatisfaction with Malmaison’s response to the flooding.
In an email exchange seen by The Courier, staff at the hotel informed a guest that their booking had been cancelled but offered no explanation of how to receive a refund.
The customer said: “There is no mention in the email of how we get our money back or any incentive to keep our booking for a future date.”
Dundee and Angus College’s external relations team, based at the Kingsway Campus, were due to have their Christmas party at the hotel on December 20.
One member of the group said: “We are very concerned. They took the money up front first they asked for a deposit but then they asked for a full payment.
“We haven’t heard anything from them. We are worried.”
Malmaison has asked that any customers with concerns ring 0844 693 0661.