We arrived at the hotel (which is in Qawra) mid-morning and went straight up to the room. Then we went straight down to reception again to say we were not prepared to stay in that room. It was dark, light fittings were loose, air conditioning didn't work properly, the ceiling fan spun slowly which was probably a good thing as it wobbled a great deal. The room was so small that a sliding door was fitted between the bedroom and bathroom and it had to be coaxed with a lot of shuffling and jiggling into opening. The balcony got no sun, with a blank wall to one side and other rooms and balconies to the other side. If we leaned over the balcony the view was of the demolition site where another hotel had stood. There was paint splashed down the outside of the windows, and over the balcony. the carpet in the room looked grubby, and the beds were uncomfortable, lumpy and almost on the floor due to old metal bedframes. We were told by reception staff that as today was a "transfer day" it was not possible to change our room, but if we went back to them tomorrow morning they would see what they could do.
The following morning we went back to reception to be told the same thing, at which point we said NO we would not do this, we wanted to be moved today, did not intend to be "fobbed off" every day and the fact that they had new guests arriving was their problem not ours. At that point CAROLINE came up to the reception desk and said she would see what she could do for us. She showed us a beautiful, light and airy room at the front of the hotel on the ground floor. It really was like walking into a different hotel altogether. This room had a huge terrace with a view of the square in front of the hotel, air conditioning that worked well, two secure ceiling fans with adjustable speed settings, sparkling clean windows, and a lovely bathroom almost as big as the entire room/bathroom we were moving from. We didn't hesitate in saying yes to moving into this room, and had a very comfortable stay for the rest of our holiday.
We now realised why there were such different reviews on Trip Advisor about the hotel, because one part of it can only be described as slum dwellings, whereas the part "on show" in photos is like a 4star hotel, and we would happily stay there again so long as we had a firm guarantee of having one of these show-rooms.
We found out that the hotel management had changed "a couple of years ago" and that things had gone down since then. Whether this is correct or not, a great deal of work needs to be done to bring the entire hotel up to the 4star status that the management claims it is entitled to have. Having two swimming pools appeared more important to one manager than having habitable rooms for guests to stay in.
Once again, our thanks to Caroline for listening to our concerns, resolving them and helping to turn a disaster into the holiday we had hoped for.
Insist on a room at the front of the hotel
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Jacquie W,
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Thank you for reviewing our hotel on TripAdvisor. I regret to note that in certain areas you experienced disappointment with our hotel. I take this opportunity to apologize for any inconvenience. In the meantime I assure you that these comments will be shared with the relevant managers in view of improving our product and services. We are also glad to hear that after changing your room you enjoyed your stay with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.