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Reviews (2,162)
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All reviewswisteria terracesteep hilliconic hotelbotanical gardenscable carart decolovely hotelfourth floorpublic areaslounge areareception staffhotel poolbalcony doorview from the balconyfantastic viewstown centrebus stop
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Reviewed 2 weeks ago

Our recent stay at The Rock Hotel warrants a mixed revue. The staff were friendly and helpful, the breakfast choice immense but the beds were decidedly hard. Also the pool, unfortunately across a busy main road, would have benefitted from regular leaf clearing. The hotel was no doubt one of the best in its prime but is now looking a bit tired and shabby, especially on the lower floor bedrooms. Most of the staff had excellent people skills but it was a bit disturbing to witness supervisors dressing down their waiters (albeit in a another language) in front of guests: tone and gesture are a total giveaway!

Room Tip: Rooms on the upper floors in a much better state of repair than lower down. Views to die for!
  • Stayed: June 2018, travelled as a couple
    • Value
    • Rooms
    • Service
Thank sjf22103
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesDanino, General Manager at Rock Hotel Gibraltar, responded to this reviewResponded 2 weeks ago

Dear sjf22103,

Thank-you for your comments following your recent stay with us.

Your comments are invaluable to us as constructive criticism such as yours helps us take corrective action where required.

We constantly endeavor to maintain the best levels of upkeep and I can assure you that this is of critical importance. I can assure you that our Pool area and decking are swept and cleaned on a daily basis, however being on the back of the Botanic gardens sometimes we are prone to excess tree debris falling on us on Windy days.

We look forward to warmly welcoming you back very soon.

Best regards,

Charles.

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Reviewed 3 weeks ago

We had a Suite, which consisted of a large bedroom, bathroom, two very large balconies and the most lovely comfy bed. There were table and chairs and a sunbed on the balcony which had views of the bay. The staff were friendly and helpful, we arrived early and went for lunch, when we got back our cases had been taken to the room. The breakfast choice was huge, everything you could possibly want. The swimming pool area had just enough sunbeds, just a shame you have to cross the road to get to it. All in all a great place to stay.

  • Stayed: June 2018, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Jenny T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesDanino, General Manager at Rock Hotel Gibraltar, responded to this reviewResponded 2 weeks ago

Dear Jenny T,

Thank you for your kind words and for finding the time to share your feedback with us.

I am happy to hear that you enjoyed the hotel together with its amazing location.

Your recommendation is highly appreciated and represents our best reward.

Thank you for choosing The Rock Hotel, and we look forward to having to the pleasure of warmly welcoming you back very soon.

Best regards,

Charles

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Reviewed 3 weeks ago

We recently stayed at The Rock hotel in the middle of June in 2018. We found the following:
1. The reception staff were lukewarm at best in the enthusiasm to assist at check in and to advise where the best place would be to go for a meal. One staff member actually mispronounced local place names. We did have luggage assistance though to be fair.
2. Despite the high price the bed was terrible. 2 single beds pushed together.
3. At breakfast the fare was very average and seemed to be not fresh. There was a hair in the cold meat selection.
4. We asked a waitress what time was checkout and she replied " I am not sure I have never been a guest here" ( A real Fawlty Towers moment that one).

Overall overpriced for what you get. The hotel must have been fabulous in its hey day but now it needs refurbishment and the staff need serious training.

  • Stayed: June 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank Dave G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesDanino, General Manager at Rock Hotel Gibraltar, responded to this reviewResponded 1 week ago

Dear Dave G,

Many thanks for your review and the honest and constructive criticism expressed.

I am sorry that your stay did not live up to your expectations. We certainly appreciate the level of detail provided and the time taken to share your opinion with us as it helps us monitor our operation and service and take any necessary and pertinent corrective action.

I am truly saddened at the fact that your stay with us was disappointing as you have described. I hope that you will reconsider The Rock Hotel in future as nothing would fill us with more joy than to be able to restore your perspective.

Kind regards,

Charles.

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Reviewed 3 weeks ago via mobile

I have just celebrated my daughters wedding at the fabulous Rock Hotel, the staff went beyond the call of duty to ensure the day was one that all who attended would never forget.
I would like to send my sincere best wishes to everyone who made it such a memorable day .

Stayed: June 2018, travelled with family
Thank Carr1968
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CharlesDanino, General Manager at Rock Hotel Gibraltar, responded to this reviewResponded 2 weeks ago

Dear Carr1968

Many thanks for taking the time to write your very kind review following your recent stay at The Rock Hotel.

On behalf of The Rock Hotel I would like to congratulate your daughter on her wedding and together with all the staff wish would like to the happy couple every success and happiness for the future.

I am delighted that all our team helped to make this a memorable and highly satisfactory occasion.

We look forward to warmly welcoming you back when you return, maybe for their anniversary.

Best regards,

Charles.

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Reviewed 3 weeks ago via mobile

This is the 5th time we’ve visited. On this occasion we booked a suite for three nights.

Our flight was slightly delayed so we arrived at the hotel around 9pm. Reception staff were efficient but not warm or welcoming. No offer to help with bags or to take us to the room. No enquiry about whether we’d stayed before, either, which always annoys me. We were told that the restaurant would be open for a while longer.

The suite was to a very high standard although in need of decoration (paint rubbed off the wall by the back of a chair).

The bathroom showed a lack of logic which I still cannot fathom. You have to get into the bath to turn the bath taps on because of a huge fixed screen!

The balcony of the suite was huge. Vast. Enormous. Gigantic. And offered stunning views of the bay. Due to being tired we wanted to eat upstairs. I phoned reception to ask if we could have the restaurant menu sent up as the room service one didn’t appeal. After being on hold for ten minutes the response was no. So we had no choice but to choose from the very overpriced room service menu.

Breakfast was ok and served in an airy restaurant. A bit Fawlty Towers at times and definitely used to be to a higher standard. No fish this time and some days things were there and some days not. Yoghurt being one example.

We sunbathed on the balcony on day one. For such a huge space, it would be nice if more than a bistro set and two sun loungers could be provided. During our stay the balcony was not cleaned and by day three had seagull and ape faeces on it.

The pool club needs updating with many of the sun loungers broken. General air of going through the motions by staff and zero atmosphere. This is in stark contrast to previous visits.

On checkout we settled the bill and left. No query about “did we have a lovely stay?” and no invite to come again.

Great hotel. Needs some work on customer service. It’s the little things that matter and those things are being overlooked.

Stayed: May 2018, travelled as a couple
1  Thank Roger E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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