MyMarcliffe Results and Short Closure

The Marcliffe acts on #MyMarcliffe survey findings with short closure to implement new systems and focus on service excellence

Hotel will temporarily close from 5th – 16th of January 2025 to implement new systems and deliver tailored training

Today, The Marcliffe announces that it will temporarily close for two weeks in January to embark on its journey towards service excellence, following the insights gained from its #MyMarcliffe survey. 

Following the recent announcement of a multi-million-pound investment, The Marcliffe’s #MyMarcliffe survey, which aimed to solicit feedback on what guests wanted to see in the future of the hotel, received more than 2,400 comments. With 60% from Aberdeen and 32% from Aberdeenshire, the survey highlighted the special place the hotel holds in the community. 

The #MyMarcliffe results have revealed what matters most to guests, with strong themes around modernising amenities, upgrading services, and preserving the hotel’s renowned Scottish charm.

Key survey highlights include:

• Over 26% of comments highlighted the importance of celebrating and preserving the hotel's Scottish charm and its strong ties to the North East.
• 37% called for more refined room designs, enhanced menus, and memorable events, 
• Upgraded spa facilities was also a clear favourite, 34% cited a need to embellish Aberdeen’s luxury offerings. 
• Although 74% of respondents had a very good experience in their last visit, feedback consistently cited the need to refine and enhance service standards to ensure The Marcliffe consistently delivers the level of service guests have come to expect. 

In response to feedback around service and guest experience, The Marcliffe will temporarily close its doors from 5th – 16th January 2025 to focus on a tailored staff development programme, designed to elevate skills and enrich the guest experience over the coming months and years. However, the hotel will honour pre-booked events, functions and residential stays during this time, but will be taking no further bookings to provide staff with the space for focussed training sessions.

Stephen Carter, OBE, board member of The Marcliffe and respected hospitality leader, commented: "We’re incredibly grateful for the overwhelming response to the #MyMarcliffe survey. The guest feedback has been invaluable in helping us prioritise areas for investment. The desire for elevated and friendly service came through loud and clear, and we’re dedicated to making meaningful changes. This is a time for us to invest in our team, ensuring they have the support and resources needed to start delivering the exceptional experience our guests deserve. During this period, we will also use the time to guide our culture and shape our behaviours, ensuring that our core values are reflected in every aspect of our service. Of course, this is just the first page of the next chapter of The Marcliffe and guests should expect to see enhancements over the course of the year. By focusing on the fundamentals, like outstanding service, we aim to uphold the legacy that has made our hotel special for many years.”

This step forward is part of The Marcliffe’s broader vision to elevate the hotel into a world-class destination, blending Scottish heritage with modern luxury. Guests can look forward to further updates as the hotel’s next chapter unfolds. During this period, we will also use the time to guide our culture and shape our behaviours, ensuring that our core values are reflected in every aspect of our service.

The Marcliffe team expresses thanks for patience during the brief closure and looks forward to welcoming guests back on 17th January 2025.