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“Great staff but needs refurbishment” 3 of 5 stars
Review of Kempinski Hotel San Lawrenz

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Kempinski Hotel San Lawrenz
5.0 of 5 Hotel   |   Triq ir-Rokon, San Lawrenz, Island of Gozo SLZ1040, Malta   |  
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Ranked #1 of 1 Hotels in San Lawrenz
Dunblane, United Kingdom
Top Contributor
83 reviews 83 reviews
28 hotel reviews
Reviews in 56 cities Reviews in 56 cities
54 helpful votes 54 helpful votes
“Great staff but needs refurbishment”
3 of 5 stars Reviewed September 26, 2013 via mobile

Having stayed on previous occasions we were, by comparison, disappointed. The staff were, as always, exemplary but the bedrooms are now tired and in my opinion not to the standard expected of a five star hotel. The almost completely empty "Residences" wing looks rather forbidding and does little to enhance the hotels appeal. The Kempinski may still be the top hotel in Gozo but based on recent experience I would question whether it still merits a five star rating.
I suspect that next time we visit Malta / Gozo we shall consider alternatives.

Stayed September 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, October 22, 2013
Dear Guest,

we would like to thank you for having chosen the Kempinski Hotel San Lawrenz for your last stay in Gozo.

First we like to thank you for your positive comments on our staff. We are very sorry to learn from your comment that the rooms were up to your expectations. There is a continuous effort on our side to improve our services and we are grateful if you share with us your unfortunate experiences.

We do very much hope you will find the time and opportunity to return to our hotel and that we can regain your confidence.

Looking forward to hear from you soon and welcoming back to Kempinski Hotel San Lawrenz, we remain with kind regards,

Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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726 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (180)
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English first
Portsmouth, United Kingdom
Senior Reviewer
7 reviews 7 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed September 21, 2013

Lovely place to stay. Exemplary staff and wonderful service. Nothing too much trouble. Returned this year for two weeks. As frequent visitors to Malta and Gozo over the last 30 years we have much to compare and without doubt, Kempinski is the best hotel on Gozo! Our Gozitan friends recommended it last year and now we would not consider any other hotel on the island. Very relaxing.

Room Tip: Junior suite overlooking pool recommended
See more room tips
  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 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.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, September 24, 2013
Dear Guest,

How delightful to read that The Kempinski Hotel San Lawrenz played a major part in making your visit to Gozo amazing and I am pleased that it was really quite perfect. I am thrilled that you won’t be considering any other when visiting the island and that said we look forward to welcoming you back on your next visit.

Thank you for your lovely feedback!

Warm regards,
Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gillingham, United Kingdom
Senior Contributor
45 reviews 45 reviews
15 hotel reviews
Reviews in 21 cities Reviews in 21 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed September 17, 2013

Wow...great hotel, restaurants and pool facilities. In Gozo with four friends and two babies. No problem for this hotel. We all had a very special day following a telephone call to the hotel they offered a great deal for the day 35 euros per adult included lunch, towels and use of the pool. They were so helpful and attentive from the moment we arrived.

  • Stayed September 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, September 24, 2013
Dear Reviewer,

Thank you for posting your comment on TripAdvisor.

We were very happy to read your positive review, and are glad that we could contribute to making your Sunday to Gozo a great experience.

Personalized service is of great importance for Kempinski, and we invest heavily in training to ensure every guest feels special.

Thank you once again for your thoughtful feedback.

Your sincerely,

Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hampshire
Contributor
12 reviews 12 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed September 17, 2013

My husband and I stayed at the Kempinski San Lawrenz in September 2013 and overall I have to say it is a very nice place to stay and we would probably return if we were going back to Gozo. However, we felt that the hotel’s 5 star status is fading and in reality is probably a 4 / 4.5 – the hotel and its fixtures and fittings are looking a little tired and it needs a bit of money spent on it to bring it back to what I am sure was fabulous when it was new. The staff, generally, are excellent and efficient. We had a couple of hiccups but nothing major. The rooms are spacious with a good size bathroom. However, the curtains were hanging off the curtain rail – before we arrived – which should be picked up by housekeeping and reported. The soap dish holder in the shower was loose and wasn’t holding the toiletries – we fixed this. The shower frame base, however, was absolutely filthy and had obviously not been cleaned in some time. I ran a tissue around it and it came away black! One gripe I wish the hotel would listen to, as it is a common theme on Trip Advisor, is please make sure the kids use the family pool. We were lucky in that there were not many children staying, BUT we didn’t appreciate the screaming children that did come to the Main and Residences pool. The parasols around the pool had seen better days too – some weren’t even working. The selection at breakfast is fantastic but the quality of food wasn't there - the sausages are dreadful! Obviously these are the faults, as they are easy to pick up on, however we had a wonderful week and really enjoyed ourselves. The restaurants are expensive and unfortunately no other restaurants in walking distance were open whilst we were there. The BBQ on the Saturday night is excellent for 35 Euros each! A pint of beer is 6 euros and a gin and tonic 8 euros just to give you an idea of prices. Bottles of wine are from around 20 euros upwards. It is not a paritcularly cheap place to stay and for the prices being charged, nothing other than excellence should be expected!!

Room Tip: A pool view room on a higher floor is a must.
See more room tips
  • Stayed September 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 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.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, September 24, 2013
Dear Guest,

We would like to thank you for having chosen the Kempinski Hotel San Lawrenz for your last stay in Gozo.

First we like to thank you for your positive comments on our staff. We are very sorry to learn from your comment that not every department and every service were up to your expectations. There is a continuous effort on our side to improve our services and we are grateful if you share with us your unfortunate experiences, in details.

We do very much hope you will find the time and opportunity to return to our hotel and that we can regain your confidence.

Looking forward to hear from you soon and welcoming back to Kempinski Hotel San Lawrenz, we remain with kind regards,

Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
edinburgh
Top Contributor
75 reviews 75 reviews
18 hotel reviews
Reviews in 26 cities Reviews in 26 cities
70 helpful votes 70 helpful votes
5 of 5 stars Reviewed September 17, 2013

Hidden gem, staff very friendly.
Especially found the tall chap [think he was german] in reception very helpful
I had a mini emergency bachk home in the UK to deal with & he went out of his way to help.
Great pool area
Hidden gem

  • Stayed September 2013, traveled with friends
    • 4 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, September 24, 2013
Dear Reviewer,

Thank you for posting your comment on TripAdvisor.
We were very happy to read your positive review, and are glad that we could contribute to making your trip to Gozo a great experience.
Personalized service is of great importance for Kempinski, and we invest heavily in training to ensure every guest feels special.

Thank you once again for your thoughtful feedback.

Your sincerely,

Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Amsterdam, The Netherlands
Senior Contributor
22 reviews 22 reviews
16 hotel reviews
Reviews in 20 cities Reviews in 20 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed September 14, 2013

I recently enjoyed a stay at this hotel and although there were many pluses, it wasn't the perfect experience I expected.

Positive:
Staff were friendly and respectful throughout my stay. Check-in was smooth, and my request for a quiet room was granted: on the 8th floor I didn't hear a thing. The room was spacious and well-appointed, and it's nice to have a child-free pool (although not much is done about the screams coming from the other pools). Breakfast was extensive, the staff made excellent local recommendations and the spa is absolutely wonderful, take your time to enjoy the hamam and indoor pool; its open until late which is handy.

Negative:
The WiFi is hopeless, anywhere in the hotel. I thought the lobby would at least be reliable, but it disconnects continuously and is a torture to use.
The shower in my room was frustrating, fluctuating from quite cold to scalding every few minutes and it was impossible to use without soaking the floor.
Breakfast is almost over-staffed. One thing is to check on your guests, but it's not enjoyable to be interrupted continuously by different people asking how things are, and have someone decide to re-arrange the entire silverware drawer next to you while you are trying to peacefully enjoy your coffee.

Overall, it's an oasis from which to peacefully enjoy Gozo and feel pampered throughout your stay. WIthout the WiFi and shower issues, I would happily stay here again.

  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 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.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, September 24, 2013
Dear Reviewer,

Thank you very much for taking the time to share your experiences.

It was with great pleasure to learn that you enjoyed your time at our hotel and that almost everything was to your satisfaction.

I would like to thank you as well for your constructive comments with regards to the shower and the Wifi, please rest assured that I already discussed these points with the respective head of department in order to take the appropriate actions.

It is always important for us to receive constructive criticism and praise in order for us to take the appropriate action. Our main intention is to make our guest’s stay as comfortable as possible whilst away from home.

Thank you once again for your time. On behalf of my team I look forward to welcoming you once more to the Kempinski Hotel San Lawrenz in the near future.

Kindest regards

Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Malta
Senior Contributor
43 reviews 43 reviews
9 hotel reviews
Reviews in 20 cities Reviews in 20 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed September 13, 2013 via mobile

My wife and I have just returned from a short two night break at the Kempinski. As for relaxation, no other hotel on Gozo and Malta beats this hotel. It has three fantastic pools, an excellent Spa, serves a very good buffet breakfast, free parking, free bikes and all the other emnities one would expect from a 5 star hotel. It is also at present, offering super deals for short breaks at around 40% off. I only have two things to criticize and these are, first, the air conditioning unit in our room (531) was very noisy. This was not such a problem as we used the ceiling fan instead, but in July August this would be a big problem. The other objection is that although we had a very big bathroom, there was no shower, but only a very inconvinient to use bath tub. One other thing is that I think this hotel is not suited for the noisy young types.

Stayed September 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenzoKnight, General Manager at Kempinski Hotel San Lawrenz, responded to this review, September 24, 2013
Dear Guest,

we would like to thank you for having chosen the Kempinski Hotel San Lawrenz for your last stay in Gozo.

First we like to thank you for your positive comments on the pools, the spa and the breakfast. We are very sorry to learn from your comment that not every service were up to your expectations (Bath tube and Air conditioning). There is a continuous effort on our side to improve our services and we are grateful if you share with us your unfortunate experiences.

We do very much hope you will find the time and opportunity to return to our hotel and that we can regain your confidence.

Looking forward to hear from you soon and welcoming back to Kempinski Hotel San Lawrenz, we remain with kind regards,

Sven Fritzsche
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Kempinski Hotel San Lawrenz

Address: Triq ir-Rokon, San Lawrenz, Island of Gozo SLZ1040, Malta
Phone Number:
Location: Malta > Island of Gozo > San Lawrenz
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in San Lawrenz
Price Range (Based on Average Rates): $
Hotel Class:5 star — Kempinski Hotel San Lawrenz 5*
Number of rooms: 122
Official Description (provided by the hotel):
Kempinski Hotel San Lawrenz - Where European luxury meets Mediterranean flair! Malta's blissful sister island Gozo is the Mediterranean's best kept secret and home to the hideaway resort Kempinski Hotel San Lawrenz Gozo. Indulge in luxury, culture, sun & sea - and find the undiscovered island you have been dreaming of! ... more   less 
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Also Known As:
Kempinski San Lawrenz
San Lawrenz Kempinski Hotel
Kempinski Hotel San Lawrenz Island Of Gozo, Malta

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