I must start by saying, I never leave negative reviews as I know how tough businesses work to maintain decent reputations. I also apologise to everyone about the length of this one, but I felt compelled to detail our experience so that others don’t go through what we did. I will start with the positives, the room was clean and tidy and the pool was nice. The other massive positive is that we fortunately only stayed 2 nights! Now the negatives. Where do I start. Firstly the shocking customer service. When we booked the hotel last minute to extend our stay in Malta we were quoted for two rooms (we are family of four) at £80 per night per room (total of £320 for two nights). This was the winter rate as their winter season starts on the 1st October which is also advertised within the hotel. They also didn’t have a room for 4 so that was the alternative they offered us. We excepted. When we arrived one of the rooms wasn’t ready and we were told would be ready in 1 hour (it eventually was ready about 4 hours later). We checked in to one room, paid the £320 and there was no mention of any more money to be paid at that stage. Roughly 4 hours later, with no apology, our second room was ready. We were then asked to pay another £320! They were claiming that we needed to pay £320 per room, which was the same rate as the luxury 5* hotels on the island (this hotel was far from that standard). We challenged them and they flatly denied the original quote / conversation and asked us to prove the quote in writing (everything was done over the phone). The first manager who came out to speak to us, who will remain nameless, essentially accused us of lying, and the best he could offer was an extra bed in our room. He also offered an extra room key for my 7 year old son, and then tried to charge us €1 for the privilege. That didn’t go down well as you can imagine. I am an extremely calm person, but even I was seeing red mist at this stage. Later the second manager saw us, and to his credit, acknowledged how bad the service had been and gave us the second room for free for the first night, and a couple of bottles of wine on the house. On the second day, they deactivated the room key with no warning and when we visited the front desk, they wanted to charge us £80 for the second room, and suggested the two free bottles of €10 wine acted as compensation, and we were back to where we started. In the end, all 4 of us had to squeeze in to a room for two people. Not a hint of an apology, and if anything, a really smug attitude behind the desk. The worst thing for the hotel is we were part of a big wedding party. Three other members of the family were also misled in to booking under false pretence. We genuinely believe that the hotel have major service, communication and honesty issues. We had a look around the island and there are many, many better hotels than this one. The service was the worst I have experienced in all my years of travelling, and on check out they didn’t even thank us for our custom, but instead sniggered to each other. Looks like they find mis-leading customers and a family of four having to squeeze in to 2 beds amusing. SHAME ON THEM. If they offered me a free stay, I wouldn’t take it. The whole situation created stress for my family, when we were supposed to be staying a few extra days to unwind and relax after a busy wedding. AVOID, AVOID, AVOID. 1* is too many, but you can’t give negative points on trip advisor.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.