Thats the only way i can describe this holiday. I was so glad i had only booked a week.
I seen two sides to this hotel one was totally run down and dirty, and one that was clean shiny bright and cheerful. Pity both were serviced by the same miserable staff.
we booked a one bedroom apartment along with half board catering to give us the best of both worlds. space and choice of food. On arrival we were told we were going to be disappointed because they didnt have an apartment but there was a very nice family room we could have. No apology was offered, only a couldnt careless attitude. When i said i had paid for the facilities of an apartment i was told the hotel would give us free HB and the girl on reception was in no way sympathetic with our cause. When i pointed out that their generous offer of free HB was hardly an offer at all, because i had already paid for this, i was told we could have free drinks, which i refused also. When i asked if i could order a tea tray i was asked to pay for it. Yet i had already paid for the use of a kettle in my request for an apartment,
Both the room and the lift that took us to it, were shabby, the air conditioning didnt work, there were two tiny beds pushed together and a wardrobe, that was it. The shower did work thankfully. Being on the second floor i was concerned that the balcony door didnt lock and when i requested that this be fixed, it was attended to quite quickly. Unfortunately it hadnt been repaired, only jammed closed, which meant we couldnt open it at all. No air conditioning, no air from window, doesnt make for comfortable sleeping. After a lot of fuss we were eventually given another room the next day, (still no apartment) which was much improved better beds better furnishings and a better lift. In fact it seemed as if we were in a different hotel all together. The lift was mirror and chrome shiny with clean floor, but the airconditioning was still the same, (not working) but at least there was a fan on the wall which moved the warm air around.
The waiting staff were pleasant, the cleaning staff were pleasant, both doing a difficult job under very difficult circumstances, but the reception staff were surly and had a totally couldnt careless attitude, and made it quite apparent that nothing was THERE fault, in fact it appeared to me that is was MY fault, afterall i was the one who booked the hotel. Hmmmm!!
There was no air conditioning in the hotel at all that actually worked, waiting for a lift that took anything up to 15 minutes to arrive, was hell. You may well leave your room freshly showered and dressed but by the time you waited in a hot corridor for a lift that came only when it felt like it all that effort was wasted. The dining room didnt need salt on the tables, people just used the sweat dripping from their brows to season their food. There was simply nowhere one could go to escape the heat except outside.
I dont care how much some may think this hotel was cheap if it were free i wouldnt stay in it again. I have also had far cheaper holidays with far better conditions in other countries. I am normally very easy pleased providing things are clean im happy but i also expect to get what i am told i am paying for, regardless of what the price is, i.e. 1 bedroom apartment with kitchen facilities, and airconditioning as standard - if thats what is stated then that is what i expect to receive.
The rooms facing the pool were awful, roadside view was better. Also rooms with only 3 numbers i.e...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I would like to start off by apologising for not giving you the room that you have actually paid for i.e a 1 bed room apartment.
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I believe that this was the main issue why you have written the above and I do understand your anger and frustration however I would like to explain further the above comments.
I am happy to hear that after making some remarks to our front office team they changed your room into a much better one the following day. At the moment we are operating at full occupancy and that is why we had some problems with regards to your room. Even though I understand that this is not your problem, believe you me that we are doing our utmost to achieve guest satisfaction non the less.
I would like to move on and speak a little bit about our front office staff. Hands on heart I must say that our front office department is one of the best (if not the best) departments at The Bugibba Hotel. All of our receptionist are very friendly and I have guest questionnaires and feedback to prove this. However I will look into your date of arrival and see whom was working and will have a little chat.
When it comes to the heat and the A/C I would also like to apologise. Over the past few weeks we had major technical faults of which we had no control of. This has left us without A/C in all public areas and thus that is why you felt hot in the restaurant. Again, this issue has now been resolved and we now have A/C's in the public areas aswell apart from the rooms.
I would like you to contact me personally so that we will see what can be done to give you a better impression of our hotel. If you are interested please do so on firstname.lastname@example.org
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.