We have stayed at the Grand several times on past trips to Gozo and have always found it to be excellent however this trip proved somewhat of a letdown.
On arriving after a long trip from Australia our booking for 8 people had not been recorded correctly and our request for a family room if available had been overlooked - despite the booking being made by telephone by my Maltese speaking husband. After much tooing and froing we eventually got our family room.
All rooms in this hotel are very good and particularly the family rooms which have a lovely big balcony and great view over the harbour.
Coming down the next morning however we were accosted by one of the reception staff who told us that we should have requested a family room when we booked (which we did !) and that we should have booked direct with them (which we also did!) . Her manner was very rude and at no time did she offer any sort of apology when we pointed out the facts - her attitude continued to be that we had done the wrong thing !
On our second night at the hotel we were heading out to dinner when my mother - who was travelling with us- slipped and fell outside the front door. We ended up asking reception to call an ambulance which they did but that was the end of the involvement of the hotel (besides the barman bringing her a bottle of water while we waited for the ambulance which was nice of him).
At no time during our wait for the ambulance did any staff member approach us to ask if she was OK and if there was anything they could do.
Similarly when we returned to the hotel the next day on crutches and very sore - there was no enquiry as to her wellbeing at all! I contrast this to another holiday at a Hilton in Mauritius where my daughter had a paddleboat accident that resulted in her going to hospital and getting lots of stitches. We were phoned several times by management asking how she was and were greeted on arrival back from hospital by a fruit basket in the room.
I am not asking them to fall over themselves but I would have thought that some level of concern is not too much to ask !
This put such a dampener on our stay that I would seriously reconsider staying in this hotel again - I would only be staying there for the location - not the service.
- Official Description (provided by the hotel):
- The Grand Hotel is ideally situated overlooking the fishing hamlet of Mgarr Harbour and the surrounding verdant valley. The hotel enjoys panoramic views of Comino and Malta across the Gozo channel. Viewed from above, the to and fro of the fishing boats and the incomparable vistas add a romantic touch to the excellent hospitality offered at the hotel. ... more less
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- Also Known As:
- Grand Hotel Mgarr
- Grand Hotel Gozo Island Of Gozo, Malta - Mgarr