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“awful” 1 of 5 stars
Review of Rock Hotel Gibraltar

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Rock Hotel Gibraltar
4.0 of 5 Hotel   |   3 Europa Road, Gibraltar   |  
Hotel amenities
Ranked #4 of 7 Hotels in Gibraltar
New York City, New York
1 review
3 helpful votes 3 helpful votes
“awful”
1 of 5 stars Reviewed January 6, 2014

the owners are taking your money and ripping off the hotel. this is nothing more than a cash cow and no reinvesting is seen. for the money they charged, I expected things not broken and/or broken down. also the service (lack of) in the restaurant was like their unbecoming attitude. the Wifi was the worst if not missing totally.

  • Stayed January 2014, traveled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, January 11, 2014
Dear DD,
I am sorry to learn of your disappointment. Our duty is to fulfill your expectations and we would have liked to have the chance of reacting to and resolving your concerns on the spot.
Nevertheless I appreciate your frankness and hope that we will have another opportunity to regain your confidence in the near future.
Kind regards,
Charles
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1,067 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (322)
Date | Rating
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English first
Manchester, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
4 of 5 stars Reviewed January 5, 2014

Having stayed at The Rock Hotel in October 2012, and loved every minute of it, we decided to return in 2013 to try our first Christmas away from home.

The Hotel retains its charm even though its beauty is somewhat compromised by advancing years. We were lucky enough to view the ‘Show’ room which gave us a glimpse of what The Rock will be like after the extensive renovations. The new décor retains the ‘colonial’ feeling which is the heartbeat of the hotel and if the whole building is completed to this standard it will be breathtaking.

The most important part of our stay, even more important than the excellent dinners and substantial breakfasts on offer, was the friendliness of the ever helpful Staff. In particular Ahmoud in the bar and Aneta in the restaurant - please accept my apologies if the names are spelt incorrectly.

The chance to meet the other guests at an informal pre-dinner reception on Christmas Eve was a lovely way to start the evening. The Dining room was beautifully set and presented at all times. Thank you for a wonderful Christmas.

  • Stayed December 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, January 11, 2014
Dear Linda S,
I appreciate very much your review and I am very pleased that we lived up to your expectations and made your Christmas a very enjoyable one. Aneta is spelled correct and the other barman´s name is Abdullah.
I look forward to your return.
Best regards,
Charles
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Winchester, United Kingdom
Contributor
13 reviews 13 reviews
4 hotel reviews
Reviews in 10 cities Reviews in 10 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed January 4, 2014

We stayed here for the New Year's period for around five days and four nights. The hotel was pleasant - our room shared by three of us was spacious, the beds very comfortable and clean and the view was fantastic from our window (a clear view of Africa!!). The bar downstairs serves delicious baguettes (my steak baguette was mouth watering) and the whole place is full of character with its historical pictures framing the walls of the bar and with a glamorous list of famous names who have visited Gibraltar/the Rock before. All in all a very pleasant stay although the steep hill one must ascend to reach the hotel nearly gave me a coronary.

  • Stayed December 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, January 11, 2014
Dear Pip018,
Thank you for your very kind review. We look forward to welcoming you back to The Rock Hotel. I am sorry about the hill, but then you would not have the best views of Africa.
Best regards,
Charles
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Harrogate, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed January 1, 2014

Like some other recent reviewers, we booked Christmas week at The Rock. We flew from Manchester so were spared the problems of Gatwick. We had booked in February so we expected the refurbishment to have been finished. Having read the comments of other reviewers, we were a bit concerned by November that the work may not have been completed, so checked with the hotel and the travel agent and found, as did others, that it hadn't even started. We considered cancelling or being moved to another hotel (for a price!) but neither of the two offered by the Agent were in as good a position as The Rock, and didn't have the same reputation, so we went to The Rock anyway. We were so glad we decided to stay. The décor was, indeed, looking a bit neglected but since a delayed, multi-million pound renovation was about to begin, that was not surprising. Everywhere was spotlessly clean, the staff friendly and efficient and our enjoyment was not affected in any way. The quality of the Christmas lunch exceeded our expectations. We had several meals in both the main dining room and the terrace bar and were perfectly happy with the quality, size and service throughout our stay. Some time ago a reviewer used the phrase 'faded elegance' and we would go along with that. Let's not forget, the staff have been waiting a long time for this refurbishment too. Mr Danino, the Manager, went to some trouble to make sure our disappointment was minimised and we were grateful to him for his personal attention. One of the bedrooms has been prepared to demonstrate how it will look after refurbishment and it looks quite impressive. Double glazed windows will keep out the traffic noise and louvred shutters will allow fresh air in but keep the monkeys out. Our only grumble was with the travel agency who, since they had known for months that the refurbishment was delayed, could have warned us and offered an alternative earlier. As it happened, we were pleased we didn't take it. We understood that the refurbishment will be completed by the late Summer and we look forward to staying again sometime.

Room Tip: No problem. All the rooms face the harbour and the bay.
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  • Stayed December 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, January 2, 2014
Dear Peter,
I would like to wish you and your family a very Happy New Year. May it filled with an abundance of good Health and Love.
I am particular touched by your review which shows how much of an inextricable bond can be created between a grand, old (but elegant) establishment and its greatest asset: guests such as you.
Thank you.
Charles
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Canterbury, United Kingdom
Contributor
15 reviews 15 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed December 30, 2013

We booked the Christmas Package at the Rock, having previously stayed there for Christmas several years ago, and wanting to repeat the experience. At that time we were told that the hotel would be undergoing a major refurbishment (desperately needed) and we were looking forward to staying in the updated and refurbished hotel.

We were among the unfortunate ones who travelled on Easyjet on XMAS eve from Gatwick, and should have been at the Rock before 12 noon, but due to the storm and issues at Gatwick and diversion to Malaga, we arrived around 2:30am Christmas Day. The reception staff were lovely and had set aside our Xmas eve dinner as requested, which we ate on arrival.

But the rest of the time the restaurant staff were slow and surly, at breakfast and for all of the XMAS meals, and gave the impression that they did not want to be there. Mind you most of them were very old which could account for the slowness, except for one young blonde waitress who did her best to make up for the rest of the team. The hotel did not seem that full, yet I had to ring several times to get the maid to do our room, which was not cleaned to the previous standard. Perhaps they were short-staffed due to the XMAS period, however, considering the cost of the XMAS residential package, you would think they would have got in extra staff to ensure standards were met.

The Rock needs to up its game and get on with the refurbishment of the hotel and the restaurant staff, I had been looking forward to this holiday for months and felt very let down.

Room Tip: I would suggest that you do not stay at the Rock until they have refurbished it. It is really too...
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  • Stayed December 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, January 2, 2014
Dear terrylee c,
First of all my best wishes to you for a very Happy New Year !
I would like to thank you for your comments which are certainly taken on board. I am sorry that your stay did not live up to your expectations especially concerning the planned refurbishment progress which you have not enjoyed on this occasion. Some of the staff have been here for many years but their "slowness" should not be confused with their dedication to the hotel and its guests. The new staff you have mentioned are setting the pace now and our objective is to reach a good equilibrium between experience and new impetus.
I hope that we will soon have pleasure of welcoming you back.
Best regards,
Charles
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england
Contributor
20 reviews 20 reviews
17 hotel reviews
Reviews in 12 cities Reviews in 12 cities
35 helpful votes 35 helpful votes
4 of 5 stars Reviewed December 27, 2013

We have recently returned from a three-night stay at the Rock Hotel. We have stayed at this hotel a number of times over the years as we try to get over to Gibraltar for a short break two or three times a year and we now alternate between the Rock Hotel and Caleta Bay Hotel.
Yes, as other reviewers have mentioned, it is looking a bit tired now, you must not let this put you off staying here, it is spotlessly clean, all the staff are friendly and polite, (it is good to see the same staff have been here for years). Our room was a standard twin with balcony and was spacious with a little lounge area. Again, clean and tidy. OK there were scuff marks on the walls and skirting boards, the paint was peeling off in places, BUT we expected that, the renovations have still not started. And we were pleased that our room had double -glazed doors onto the balcony so we slept well! We did hear from a former member of staff that one of the main reasons for the delay was that the Spanish are stopping building materials such as cement from crossing the border into Gib!
As for the food, terrific!, the restaurant was quiet every morning for breakfast, and the food quality and service was very good. We had dinner in the main hotel on two nights, again it was very quiet and the presentation and quality of the food was first class. Two courses are £24.95 and wine was available by the glass. After dinner we relaxed in the lounge with a couple of drinks and the staff in there were very attentive and helpful.
All in all a very good stay and we shall return to this hotel later in 2014.
The only slightly unpleasant aspect of our visit to Gibraltar was at the new airport terminal in Gib coming home. After checking in we approached the passport/boarding pass control, and there was a young lady from the airport telling us we had to check our hand luggage into the hold. (We had a small hand luggage piece each). Another member of staff mentioned that she was only targeting British tourists for this treatment and letting locals through with all their hand luggage!

  • Stayed November 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, January 2, 2014
Dear EnglandMikeb,
I wish you a Happy and Prosperous New Year.
Thank you for your very kind review and for your continued loyalty. I appreciate the sincerity of your comments which motivates us even more as we work hard to keep improving our standards and service.
Best regards,
Charles
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Winchester, United Kingdom
Contributor
17 reviews 17 reviews
11 hotel reviews
Reviews in 12 cities Reviews in 12 cities
59 helpful votes 59 helpful votes
5 of 5 stars Reviewed December 14, 2013

I stayed one night at The Rock on my way back to England and there is no doubt in my mind that I shall return, possibly during the spring or summer months. Mr Danino, the manager, did so much to make us comfortable in a small suite on the third floor. Our rooms were beautifully furnished and squeaky clean, the sheets and blankets were as one should expect them to be, there was a fridge in the sitting area with a tray on which was a large kettle and a cafetiere complete with freshly ground coffee. We had supper in the downstairs bar which is replete with interesting black and white photographs from the past featuring the Queen, warships, aircraft and famous people. The breakfast was first-rate with full English breakfast if you wanted it, cold meats, cheese, yogourt, cereal, fruits and juices. The staff were courteous. The lounge area overlooks the harbour and there are pleasant gardens and a terrace. My only disappointment was that I was not lucky enough to see the apes! The Rock will soon undergo renovations and I am hoping that the colonial style will be kept throughout.

  • Stayed December 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CharlesDanino, Manager at Rock Hotel Gibraltar, responded to this review, December 19, 2013
Dear Maeve,
Thank you for your lovely review. I am so glad we succeeded in providing you with the service and positive experience that the Rock Hotel strives to offer. I have intentionally not mentioned the refurbishment in my responses as I want to leave that to the appropriate time and not make promises about timings yet. However, I can assure you that the colonial charm with the art decor touch will remain.
Best regards,
Charles
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Rock Hotel Gibraltar

Address: 3 Europa Road, Gibraltar
Location: Gibraltar
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 7 Hotels in Gibraltar
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Rock Hotel Gibraltar 4*
Number of rooms: 102
Official Description (provided by the hotel):
Built on Gibraltar's western flank with stunning views across the bay, it has been welcoming guests since 1932. As the colony’s premier hotel the guest book is littered with famous names as diverse as Sir Winston Churchill and the Two Ronnies! Tastefully renovated, it has the character of a bygone era with the facilities of a modern 'Grand Hotel'. Traditional afternoon tea is served in the lounge and the hotel’s Rib Room Restaurant is recognised as one of the finest places to dine in Gibraltar. The atmospheric Barbary Bar and adjoining wisteria covered terrace are wonderful places to be on a summer’s evening, both are delightful meeting places, the latter a popular venue for weddings. The hotel’s pool area and gardens have an air of tranquillity, yet the centre of town is only a 10-minute downhill walk. ... more   less 
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Also Known As:
Gibraltar Rock Hotel
Rock Gibraltar

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