I had a very unpleasant experience at this hotel. I stayed just one night on business leaving yesterday morning. I woke up and the water coming from the hot tap was green mucky coloured. I shaved and showed as best I could and once dressed went down to the lobby where I found the duty manager - her business card title is "Journey Ambassador" - yuck.
I told her about my experience and before getting far into my explanation she said, "Water - Yes we have had severe problems with our hot water following a burst pipe which happened at 4am and which took much longer to repair than anticipated.We now need to allow the water to flow through the pipes before clear water becomes available - there was nothing I could do".
I countered there was plenty she could have done - she could have written a note to be put under the door of every affected room apologising for the inconvenience and placing a complimentary bottle of water outside the door so at least teeth cleaning could be done in hygenic conditions. If she was not competent to be duty manager, she should go back for further training!
I am involved in hotels myself, things do go wrong and the customer satisfaction is only assured if proactive management is part of the team spirit. I like to hope that in none of our hotels would we give guests such a negative answer. I made it clear, I had little sympathy.
She did try to appease me later and gave me 50% discount by that doesn't put things right. We exchange business cards and she wrote a polite email part of which surprised me, "I can assure you that the sediment was harmless, but I still agree that this created a great deal of inconvenience." But could she really assure me that the sediment was harmless - water analysis usually takes some time and I suggest that assurance was not given based on any analitical data. She had no idea whether I had developed some nasty tummy bug (which I havent because as a seasoned traveller I didn't drink the filthy water).
Things go wrong in hotels like in all businesses but that is when training, a team spirit make the difference.
The room was otherwise nice, the lobby was fairly attractive, the breakfast area looked decidely tired and the outside pool was empty with a very dirty looking bottom.
I will try to return to the Westin on my next visit!!
- Official Description (provided by the hotel):
- Ideally located in the prestigious Portomaso development within the fashionable district of St. Julian’s, the Hilton Malta hotel has come to represent the style, comfort and hospitality for which the Hilton brand is renowned. Standing as a centrepiece of the coastline and an intrinsic part of the Tumas Group’s flagship design, Hilton Malta sits comfortably alongside Portomaso Business Tower, the Residences and Yacht Marina in one of the most exciting and dynamic property developments anywhere in the Mediterranean. With remarkable views of the Mediterranean, the 413 rooms and suites available offer the discerning guest unrivaled relaxation and comfort. All the hotels rooms and suites have a Mediterranean décor with either a balcony or terrace overlooking the prestigious Portomaso Yacht Marina or offer spectacular views of the Mediterranean Sea. ... more less
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- Also Known As:
- Hilton Malta Hotel Saint Julian`s
- Hilton Saint Julians
- Hilton Saint Julian's
- Hilton Hotel Malta
- Saint Julian's Hilton