My husband and I booked to stay at the Excelsior Grand Hotel recently, admittedly with some reservations having read a number of unfavourable reviews on Trip Advisor.
We arrived at the hotel on Thursday around mid-day and were advised that our room was being cleaned and would be ready by 3pm at the latest. We left our bags with the concierge, and went off to lunch. On our return to the hotel around 3 pm we were surprised to find our bags lying unattended on a trolley beside the front door. We were advised that although our room had been cleaned it had not been inspected and we would have to wait until that was completed before we could enter our room. Finally around 3.30pm we were checked in and given our key.
What we had booked was a sea view room, what we were allocated was a room that looked directly onto the hotel , only once you were out on the balcony could you actually see the harbour. I asked at reception if we could change room and was advised that the only free room was a twin overlooking the service entry.
We decided to go down to the indoor pool for a swim but found that the water was freezing, certainly too cold to have an enjoyable swim. We spoke to the pool attendant who suggested it might be better the next day.
That night we turned on the air conditioning as the room was rather stuffy, however no cold air came out and we ended up sleeping with the door to the balcony open all night. We told reception about the air conditioning and were assured it would be fixed that day. On the Friday night again we turned on the air conditioning as the room was too hot and once again no cold air came out. We slept with the doors open for the remainder of our stay.
By this point we had noticed other issues with the room; broken furniture, dust everywhere (under the desk, on the waste basket in the bathroom) the toilet seat not being cleaned properly, mildew and lime scale in the shower, peeling paintwork on the balcony, used glasses being left in the room. The towels had seen better days and the toiletries were cheap. Elsewhere in the hotel there is evidence of this lack of proper cleaning/maintenance, for example the wall paper in the ladies toilets next to reception is stuck down with tape.
On Saturday we decided to use the hotel spa facilities and I booked a massage and a manicure for myself and my husband opted for a spa package. We were both very disappointed in the quality of our massages, and my manicure was so poor I had to return to the spa the following morning to have it redone. The “relaxation area” of the spa is certainly not of 5* standard. The furniture is no more than garden furniture and the sound of the water feature was drowned out by the noise of the water pump.
What was meant to be a relaxing holiday turned into one in which we were complaining on a daily basis about basic aspects of the hotel, which ruined our holiday completely. We paid 5* prices for our stay and expected 5* service, what we received was more akin to a 3* hotel with highly inflated prices.
When I contacted the General Manager to complain he did offer us a complimentary stay at the hotel which we will not be taking up
- Official Description (provided by the hotel):
- The Grand Hotel Excelsior Malta is a deluxe, 5-star resort situated within the sixteenth century fortifications of Malta’s capital city, Valletta - a UNESCO World Heritage site. The Excelsior commands the island’s premier waterfront location offering breathtaking sea views of Marsamxett Harbour and Manoel Island. As a member of Preferred Hotels & Resorts, the hotel exceeds expectations on the basis of its 5-star service excellence. All deluxe rooms and suites enjoy a harmonious blend of classic and contemporary design mixed with modern 5-star convenience including multi-channel flat screen TV. Spread over ten levels, three of which are executive floors, most of the rooms and suites overlook stunning harbour views. The Excelsior’s facilities include a private 30-berth marina, large outdoor and indoor swimming pools, health & beauty centre and 3 food and beverage outlets. The Excelsior offers versatile conference & banqueting facilities, fourteen flexible venues, a number of which have natural daylight - an ideal environment for business meetings, conferences and other events. Near to the Excelsior is the Mediterranean Conference Centre. This historical building enhances the Excelsior’s conference potential with an auditorium capacity for up to one thousand four hundred delegates. The Grand Hotel Excelsior opened its doors to its first guests on the 10th September 2007. Right from the start it was very clear that the product and service offerings were to be of a superior nature. The hotel prides itself in attracting and retaining a faithful following of leisure and business guests as well as prominent international personalities. ... more less
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- Also Known As:
- Excelsior Grand Valletta
- Hotel Excelsior Grand
- Excelsior Grand Hotel Malta/Valletta