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Hilton Malta

Malta Central Region Saint Julian'sHilton Malta

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Incredible stay at Hilton Malta. We opted for Executive Sea room which was worth the extra price as it had the most spectacular view and was situated on the top floor. The executive rooms also included access to the executive lounge where we were able to have breakfast, afternoon tea snacks and canapes and drinks early evening. The most outstanding thing here was the service; every team member from housekeeping through to the duty managers were outstanding. Nothing was a problem and was easy from start to finish. Rooms were spotless with huge bathrooms and equipped with filtered drinking water tap and large bottled toiletries in caddies to reduce on plastic. Turndown service was also available every evening, which was a nice extra often missing these days from 5 star hotels. The location was perfect, tucked away in the exclusive part of St Julien's in Portomaso. Free valet parking or self park available underground. Staff spoke every European language and resort is everyone friendly from families with babies to business travellers. There are 4 pools, central one is for anyone but depth is 0m so suited to families and a plethora of inflatables and sunbeds available. We never struggled even in August. There is a 12+ pool with depth of 1.5- 2m situated to the left of the main pool with covered sunbeds. Further down there are 2 more pools for 16+ which were significantly quieter not overcrowded called Merkanti which has full food and beverage restaurant and at seat service. There is an indoor pool and gym plus spa, which we didn't use during our stay. QR codes for instant ordering to sunbeds of a full food and drinks menu at every pool was available and very speedy even at peak times we were advised there would be 30 minute wait on the app but it arrived in 10. Andrei in exec lounge mixed is some great mocktails, Gabriele front desk manager arranged our bags to be collected and taken to the room, car to be parked whilst we relaxed in the lounge which is one of the best and easiest check in experiences we've had. Breakfast was served until 1030am and we managed to get in even one day arriving at 1025 as the staff were great! Breakfast had an extensive range of options with 2 cooking stations for eggs to your liking, hot fried breakfast counter, fresh deli counter, cereal, yoghurt fridge, baked pastries, waffles and fresh range of breads. Full fruit counter with fresh fruits sliced daily. They also had dried fruits and nuts and seeds toppings (separate for allergen sufferers) and juice and hot drinks stations where you self served. What was most impressive is despite having over 400 rooms to serve as hotel was full when we went in August, every part of the restaurant and food counters managed to remain spotless throughout the whole of breakfast! Malta and St Juliens felt very safe and a great easy destination to get around. Plenty of Heritage sites to visit, must see is the beautiful city of Mdina(featured in Game of Thrones) In the hotel you have several choices to dine in. Oceana is the buffet restaurant (included in half board). Gazebo served wonderful fine dining style dishes along with a huge grill of a range of steaks and fish. They had the Tomahawk special when we were there which we highly recommend. The world renowned Blue Elephant chain has a restaurant here which has one of the best interiors with a stream and bridge within the tables! Overall one of the best and easiest hotel experiences we've had. Really easy holiday where everything is easily accessible, wheelchair access excellent, extremely easy for families, my hyperactive young nephews would be very happy here! Really lovely staff and good service (not always the case in Malta!) Highly recommend and we will definitely be back!

Mo MoMo Mo

10

An excellent location as it adjuncts seaward out of the Hilton Portomaso Malta. Post a recent full overhaul, it is now a classy, up-market facility. Mercanti Beach Club includes two swimming pool areas (one of them an infinity pool) with ample loungers and Cabanas for choice, clean modern showers, toilets, and changing facilities availble exclusively for Mercanti customers. There is also access to a rocky beach, though it is a precarious walk down to the Seawater and Waves. It also has a scenic Restaurant/Bar area sitiated on a raised Pagoda in the centre of the club. It has also become an adults only club (16+), making it more quiet and relaxing for those without youngsters, en-tow. We reserved a Day Pass for myself and 2 daughters ( 17 & 22 years old) at the Mercanti Beach Club on a midweek. Not cheap, at €200 for a 2-person Cabana for the girls and €70 for a single person Lounger .... but that does include a €100 food credit for the Cabana and €37.50 for the Single Lounger. There is an option of reduced Day Entry prices of €130 for the 2 person Cabana and €50 for the single Lounger; but th3 higher F&B includove rate does work out better value for money if you to intend have Lunch and Cocktails whilst at the club and do end up using the credits fully; and realistically that is hardly optional if you are going to spend the whole day at any Beach Club. We did end up using the credits fully ... and then some! Food, cocktails, and their presentation were of high quality, and the speed of service to your Lounger was impressive. Not so at the 'Pagoda restaurant' (our Sushil starters arrived at the same time as the Main Meals). It just seemed that some of the staff were getting hot and bothered after a long day of contonious service under the searing Southern Med Sun in late July, which is understandable in all fairness. Highlight of the day were the pleasant tunes produced by a 2 person performing 'band'. A male DJ and a female Saxanophist duo, whom took over the bar area of the raised rotunda in the last hour of opening of the club. The only shame was that there were not many people there to enjoy it due to seemingly strict closing hours. Even lingering around the bar in this serene late hour of the day is not allowed past 7 pm. I would say Mercanti Beach Club has become THE premium adult's only beach club in St Julian's, Malta .... though only during the clear Sun hour times, as there is a complete lockdown at 7 pm.

Ali MuttawaAli Muttawa

00

We have stayed in this Hotel several times. The travel restrictions because of COVID/CORONA now are not excisting anymore! So I have decided to return. As expected from the last stays several problems appeared again. PORTER IN FRONT OF THIS 5 STAR LUXURY HOTEL again was not to be seen. That includes that none of the staff has helped us to carry the luggage inside. Even inside the Hotel nobody has cared about it. So we stored the luggage in front of the reception desk. CHECK-IN: The CHECK-IN was not done in a professional correct manner like it should be done. The young female receptionist from NETHERLANDS was not correct informed how to handle the CHECK-IN including payment. The BOOKING CONFIRMATION of HILTON says: " There is a credit card required for this reservation. When you CHECK-IN A HOLD MAYBE (!) PLACED ON YOUR CARD FOR THE FULL ANTICIPATED AMOUNT TO BE OWED TO THE HOTEL including estimated incidentials through your date of CHECK-OUT!" The lady first said that they will only make a print of the card. Then after my questions she has informed me that the Hotel wants to block money of the card. After my new questions I got told that the Hotel wanted to block 1.000 €. I have rejected it and then I have asked her to talk to the Manager about this case. She has not talked to the Manager but she has talked to one of several available guest relation manager who then decided that they would charge at once the full amount of 927 € ( not 1.000 € like they wanted to do). That means the room rate was pre charged! The receptionist was not informed that we have stayed in this Hotel several times! An invitation for a welcome drink was only done after my reminder. Thanks God I could present the last reservation number and then the receptionist has found it and we should get an UPGRADE for my booked and paid room with Seaview! We needed to wait some hours and got the keycard for the room. I have asked the female receptionist to get exchanged 20 € for tip into coins. She came back and told me that they don't have coins. She has exchanged the banknote into 10€ and 5 € notes. Bad for them! No tip for the staff! Like in the past nobody has told us how and where to find the room. It was self service! Even after several years the Hotel has not fixed better informations how to find the room. After 10 minutes of searching without finding the room we gave up and complained at the reception and ask for somebody to show us the room. We then got shown the room in the 7th floor with Seaview. ROOM Of course there was no Welcome Card for a frequent guest in the room. Of course there was no fruit basket or a bottle of Prosecco or Wine in the room! It was just looking like designed by IKEA. At the table was only one (!) chair. AMENITIES ARE NOT AVAILABLE ANYMORE! MINERALWATER IS NOT SERVED ANYMORE!!! YOU CAN GET YOUR WATER OUT OF A SEPARATE PIPE IN THE BATHROOM NEXT TO THE WASHBASIN!!! AT THE WALL ARE FIXED BOTTLES WITH SHAMPOO, SOAP AND BODY LOTION. If you want to wash your hair while sitting or laying in the Bathtub you need to stand under the shower otherwise you can't do it! The light condition in the Bathroom is poor. It is not lighted enough for shaving a beard or for doing a correct make-up! The toilet is not separated with a door! Turn down service was not to be seen. Sweets on the pillow were not presented. AC in the Room is central controlled. BREAKFAST Now there is only self-service offered. The Restaurant is looking like a big overcrowded canteen. Freshly squeezed orange juice was not available. Only juice out of the brick pack. Mineralwater was available out of big containers. One of the staff poured mineralwater out of plastic bottles into the container. This is interesting because the management has written in the room that drinkable water is available out of the pipe because they want to reduce the use of plastic bottles. QUARTERDECK BAR AND LOUNGE Red Wine was served with wrong contents. After complain it was served ice cold. Check-out: No question for being satisfied!

Juergen CannesJuergen Cannes

00

The hotel features relatively large and spacious rooms. We booked the “King Executive Sea View” rooms, which seemed fairly spacious and had a nice view over the Ocean. However, there’s a catch! Not all “King Executive Sea View” rooms give you a real “Sea View” as advertised on the Hilton website (see pictures on their website). We were rather shocked after we checked in and got into our room as what we received was a partial sea view at best. We were basically looking at a side-wing of the hotel (see first picture). Only after we walked onto the balcony, we could sea some of the sea - but again, it looked nothing like the picture on the website. Now I do understand that hotels only show the best rooms and vies on their website, but it’s not like we’re inexperienced travellers. In other hotels that treat their customers fairly, such a room would have been advertised as a “partial sea view” room to set the right expectations. Being very disappointed and rather baffled, I went back to the reception to ask if we actually got room category that we booked. Apparently that was the case, and unfortunately for us, the hotel was booked out - so no chance to switch rooms. We had no choice but keep the room for the first night but I went back the next morning to find myself in another bizarre conversation. The front desk staff first tried to just discard my concerns completely, repeating that this was the right room category. Because I would’t give in, they changed their strategy and tried to sell me an upgrade to a suite which had the “same view as on the website”. So now I have to pay extra to get what I booked in the first place? Eventually they gave in and we were able to switch rooms many hours later to a room that had the same view as on the website. And it was gorgeous (see second picture). In general when it comes to the staff and their friendliness, we have to differentiate between two areas: the Executive Lounge and the rest of the hotel. The staff in the Executive Lounge was just absolutely lovely! Nice, caring, polite, attentive - they really made up for some of the other experiences that we made. We enjoyed every single one of our trips to the lounge because of how nice the staff were there. The rest of the hotel, however, is another story. I have rarely experienced such arrogant staff, especially at the front desk. It was just such a disappointment. The front desk trying to sell me an upgrade to a room/view that I booked in the first place was just one example. During checkout, after being asked if our stay was okay, I shared my criticism about the room situation. And guess how the front desk responded? With silence. It was very awkward - and it was actually this very check-out experience that led me to writing this review. Now to those who like to travel with their four-legged friends. In general, the hotel is pet friendly and allows dogs for an additional single surcharge, which is fair compared to some other hotels. Be aware though that this hotel has some very strange policies, that go beyond anything I’ve seen in pet-friendly hotels and also are much stricter than any restaurant in Malta. Dogs are not allowed anywhere except for the lobby and the room, which means that you cannot take your pet to the bar or any of the restaurants. Unaware of this rule, we went to the bar with our dog on the last day with the plan to spend a few hours there and have a nice meal while waiting to go to the airport. Sadly, we had to yet again experience rather rude and arrogant members of staff. Whilst the first waitress happily handed us the menu, I tried to order a cocktail with the second person who came by. After making my order the waiter just looked at me and says “no pets!” and walks off. It was just bizarre. Would be come back to Malta? Yes, definitely! It’s an amazing island with very nice people, great food and breathtaking scenery. Would we go back to the Hilton? Probably not.

Mat MikMat Mik

10

A 5 Star Disaster We were meant to stay at the Hilton Malta from 17-23 July. Due to Air Malta cancelling our flight, the earliest we were able to arrive was the 20th of July. The Hilton Malta wouldn’t allow us to amend our reservation dates, despite the fact that upon arrival (three days late), our room wasn’t actually ready as it had been sold to someone else. Upon checking in to our room, we noticed it was very dark and there was a lack of adequate lighting. The room was constantly dark unless the curtains were completely open. This gave us no privacy whatsoever as the balconies opposite us could see into our room. After my first shower, I went to put on a bath robe and the the robe was dirty and had food stains on it - it was absolutely disgusting. Amongst other things, the toilet holder in the bathroom was falling apart, the door to the balcony was impossible to open. The room itself was generally dusty and there were fingerprints on all the mirrors. It just did not feel clean. We had a bar fridge that did not actually open. On our 3rd night, I called housekeeping twice to request some clean towels. There was no answer. I then tried the front desk, there was also no answer and no call back either. The following morning, my husband called front desk again and the phone rang out for 10 minutes - no answer, no call back. When we physically went downstairs and told the man at front desk that we had tried to call several times, he replied with ‘we were busy’ with no apology or enquiry as to whether we needed any help. On our last day, we tried the Breakfast Buffet - the food was well below par for a supposed ‘5 star hotel’. I have had better food quality on a budget airline. The service was also atrocious - Patryck was very rude and lacked any customer service skills. When we arrived, he asked what our room number was and then said ‘you don’t have breakfast included’. I advised I was well aware of this and that we were happy to pay. From there, it only got worse. We spent 10 minutes at the toaster and the bread came out hard and not even brown (after being put through machine 4 times). The fruit was filled with brown rotting fruit. We paid €50 to basically drink a juice and a coffee. The food was so poor it was inedible. The drinks by the pool were extortionately priced and to make matters worse, the cocktails had ‘limited’ alcohol content in them. Upon checkout, the man at the front desk asked us how our stay had been and I advised that it hadn’t been very good. He responded with ‘oh okay’. We asked if we could be use a comfort room due to a late connecting flight. The front office attendant booked us in for 17:00, when we came around to using - of course it wasn’t booked in and the front staff looked clueless! By this point we had clearly lost all hope with this hotel, so we asked for a duty manager. We told him the situation and he eventually ushered us into a room so we could get changed. To sum it up, this has absolutely been the worst ‘5 star’ hotel we have ever stayed at. I’m not sure how this hotel received its stars. Shocking experience over all. Safe to say we will not be staying at any of the Hilton hotels moving forward.

Ian WIan W

30

We spent 1 week here for our honeymoon Beautiful hotel. Lovely rooms and lovely pool area. Food was always fantastic quality. Staff were also lovely and very helpful. Just one rather big issue that ruined out stay. It appears to be a very popular wedding venue. And on the days they host weddings which was 2 of our 7 night stay the Tuesday and the Friday we got ushered away from the adult pool for them to set up at 2pm.. we were then ushered away from the entire pool area altogether from 5pm for nobody to enter other than wedding guests. We had the sea view suite overlooking the sea which looked out to the pool area right below us and from 7-12pm there was and ABNOXIOUSLY loud DJ playing music until midnight. Let the hotel down massively I understand people want to have these places for wedding venues but I don't believe hotels should be taking bookings for weddings closing off entire facilities for the rest of the guests to use. We ended up being room bound from 4-5pm both of these days as the entire pool area and outside bar was shut off to anybody other than wedding guests. I raised this issue with the duty manager manager and was given drinks vouchers in the price range of €80 which I explained was not sufficient considering we'd paid €300 per night to stop there and to be able to use the facilities and enjoy the sun and the pool. Other things to note is the Blue Elephant restaurant is beautiful place to eat but the food is very average and very expensive. Apart from that.. Beautiful hotel. Gorgeous area, great staff! FOLLOW UP. Received correspondence from the hotel offering a complimentary upgrade on our next visit. I expressed we would not be visiting again and this was not adequate reimbursement. Went to our provider. Provided time stamped videos. Emails of them admitting to closing the pools and outside area for all guests not involved in the 2 weddings over our 7 night stay. Hilton replied with an email lying about turning the music off and didn't address closing off the outside pool and bar area at all. Will not be staying here again. Secondly we will not be using Jet2 or HolidayGems again. Next step is to claim through 3rd party legal team. REPLY TO HILTON I was contacted by my provider and sent an email response from yourselves 48 hours ago stating no outcome of a partial refund. I have replied to them with your reply on here can I request when this refund was agreed and how much for. I will attach there reply in the photos.

Mathew WoodwardMathew Woodward

00

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Overview

4.7

(2.7K reviews)

Phone

+356 2138 3383

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Website

hilton.com

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