The transport sevice is not worth the name. Doorlocks doesn't work, rooms smell pee and the sink leeks week after week. Nobody cares! Every day you get a new lie!
Not a chance Solana won any award!
We stayed seven people in three different rooms for three weeks. We have had to complain now for two and a half week for the same poor service. The personel doesn't care. They just give you a new lie instead of listening to what you say ant actually try to solve the problem.
First of all we fell for it when Solana offered us transport from the airport. I have it in written that they confirmed my booking of a child seat "that need to be mounted backwards and reply to EU standards and regulations". We got an angry taxi driver saying "I'm just a driver. I dont know anything about a child seat" The Solana booking peolpe did nothing to help. We had to wait at the airport and finally had to travel with something the driver claimed to be a child seat. I had to call the hotel four times on the way to the hotel as they never called back as they promised every time!
The door locks (in two out of three rooms) doesn't work with the old plastic magnetic card keys. We have had to ask for new keys 12 times!!!
The sink in one of the rooms have been leaking for two weeks now and the only thin they do is put the trash bin under it, making the trash smell!
The AC makes the room smell pee. We have been asking for another room for almost a week, but they only tell me they will investigate where the smell comes from. When I keep asking what they have done about it, they tell me again that they will investigate. In other words, they don't do anything about it, hoping we will stop complaining. In my oppinion, they could never be a four star hotel when the only service they offer is to put their heads in the sand.
They claim to have free wifi in the lobby. It works poorly and only one out of ten times. Their router was down for some days and when we asked about it they "offered" us to pay €4 for one hour! As we have already paid for it we claimed to have it for free, but they insisted that we should pay.
I say they should be ashamed of their selves!
If they don't start listening to their guests they should not run a hotel!
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- Also Known As:
- Solana Hotel Mellieha
- Solana Hotel Malta/Mellieha