Hilltop Gardens Hotel Apartments — Hotel in Paphos Municipality

I will attempt to be fair in writing this review. In essence, as a customer, it felt that myself and daughter had to 'fit' into the hotels regime. We were aware that construction was taking place near the hotel but not 15 to 20 metres from the pool area. I large, high building which was noisy every day. I find that Jet2 misrepresented the hotel and should have enabled us to make an informed decision by showing a picture of the construction. Our experience was shared by a large number of people and correlated with existing reviews. Here is our reason for giving a low score to Hilltop Gardens.||1. The original apartment was very small and dirty on our arrival. Hairs in the bath, sink and toilet. There were a number of areas needing repair and paint (apparently, the hotel had been refurbished). ||2. We booked bed and breakfast, expecting at least a buffet style breakfast. In reality, we were shocked at the experience. The choice included: Fried egg on toast, scrambled egg on toast, beans on toast or a cheese and ham toastie. The food was cooked at the pool bar which was not the most hygienic place, although I tried the scrambled egg on toast and the cook, Conny made it well, despite being in a frying pan, which I am aware, people do prefer. In reality Conny was the most pleasant member of staff, always happy and providing good local information. However, this cannot be said by all staff. We were asked to sit at a table around the pool and when breakfast was ready, we were shouted to collect it. I felt there was also an expectation that we return the crockery etc to the bar. I asked for fresh orange and was informed it was not on the breakfast menu and instead, I was offered diluted orange. My daughter plays football to a good standard and eats very healthily. I asked for yoghurt and fruit to be provided for breakfast and again, this was refused.||3. The rooms were 'cleaned' every other day with the provision of towels, one medium ad one hand towel. As we showered daily, we found this was not sufficient. I went to reception where the staff was covering. I asked for one extra towel for my daughter and felt I was rudely told a straight NO. I pressed on this and informed the staff, it was becoming stressful having to make continual complaints. The staff member asked the senior maid who shouted in Greek which I was told, I could not have a towel. This was shocking and very poor customer service. Finally, the staff member called the manager and I was given one towel. Having come on holiday to leave the stress behind, I really don't know what to say.||4. I continued to complain about the poor standard of cleaning and frequency of towel changes. Previous hotels do changed every other day but we have always been provided with enough to last us two days.||5. Our bedding was not changed for the full two weeks were were at the hotel. This again was other people's experience.||6. The hotel was quite isolated, well off the main road where shops and bars were located. It took us 20 minutes to walk to the local Lid and if carrying water, it was a tough return. Restraints were further along to main road to have a better choice. The bus transport was unique. I informed the hotel staff that two busses drove straight past us and was told I needed to stand in front of them. Bus drivers were regularly on their mobiles whilst driving, one driver steered the bus with his knees while he counted the monetary notes and another drove through two red lights. Maybe this is the norm?||I involved the Jet2 rep the day after our arrival who I felt appeared to be defensive toward the hotel. He told me he was the middle man. I asked who he was representing and he said we were, I explained he was therefore not the middle man. This was around the 8th consecutive year with Jet2 and have never found cause to complain until now. I was informed that 3 star accommodation was different in Cyprus compared to Greece where we have visited year on year and had amazing accommodation and excellent customer service.||We found out that a family had checked into Hilltop Gardens the week before we arrived and they checked out the following day. Indeed the rep told us he had moved someone to another hotel, after giving a choice of three. This was the route I wanted to take and was also given a choice of three hotels to look at but was told, they may not all be available. When the rep informed me I would need to pay between £800 to £1000 for another three star hotel, I could not afford this.||I spoke to a number of families staying at the hotel who were experiencing similar problems. One couple had only one air conditioning unit working and reported the problem. I mentioned this to the rep and he checked. The management informed nothing had been reported. This was the defensive approach throughout, passing the issues back to the customer. As we were waiting for our airport transfer at the end of the holiday with other people, we were sat in front of the reception. A man spoke with the 'unhelpful' member of staff and having been at the hotel a week of his two weeks booked, he wanted to hand his keys in and leave. He was told he would have to wait until the next day. ||I spoke to two ladies from Newcastle, one of whom had restricted mobility. They were put into a top floor apartment. When they asked where the lift was, they were informed there was no lift. They had to climb 50 steps to the room. On asking to be moved to the ground floor, they were informed this was not possible.||There is one easy way to build a bad reputation, this is to continue as they are. It felt to me that when the manager Andrea was not present, some staff made their own decisions, holding a lot of power. In relation to fairness, the manager did offer us a choice of three other rooms, though all needed a good clean and felt none were any better than we had. The manager offered another room and upgrade to a two bedroom apartment. It also was not clean but was a better room in terms of space.||I must have either seen or spoke to the rep most days during our two week stay. This was not a holiday for us, it was strewn with difficulties and continual complaints. In one discussion with the rep, I was informed the hotel manager used the free upgrade of room mitigated all the other concerns we have.||Andrea arranged for our room to be cleaned daily with a change of towels at the time. There was two occasions we did not have towel changes daily and the rep informed me, we repeatedly leave the towels in a pile on the floor. I explained that this is what we do on every holiday as it clearly sends the message the towels are in need of changing and we felt it more helpful to staff.||Having read the managers responses to complaints, rarely is anything seen as helping the hotel to improve or the problems are passed to the guest. I cannot tell people whether to use the hotel or not, I would not do this but I hope this information gives people the opportunity to make an...

My partner and myself stayed at hilltop apartments for two weeks , on arrival we were met at reception by a lovely lady Connie who showed us to our room had a wee chat and explained that if we wanted the air con for the duration of our stay it was €5 a night extra , to be fair when booking my holiday I was told air con was included and I was a bit annoyed but never the less we had to get it as temperatures was at 31 degrees with humidity at 43 ! So after a min or two and the sweat beating off both of us we headed bk to reception to see the lovely Connie and she set us up with our air con which there was a unit in our bedroom and one in the kitchen area ! The apartment had everything we needed in it to get by , a gas cooker,toaster,kettle,fridge,cups glasses,plates,knifes ,cutlery,sieve and 3 pots ! Would b really handy if there was a microwave . We arrived late on the wed so literally just headed Lidl which is a 10 min walk away ! When leaving the hotel u turn left , make your way to main road and stay on left hand side of road and walk straight you’ll see Lidl’s . The hotel has an on site shop with a wee bitta variety but found all their prices was double what you’d pay in a shop . Outside Lidl’s is a bus stop where u can get the bus to the harbour for €1.50 each or a day ticket is €5 and u can use as many buses as u like all day to 9pm ! Just buy ticket on the bus . Opposite Lidl’s bus stop on other side of the road u can get a bus to coral bay , both places are stunning with plenty of eateries and pubs and cafes and shops! I hate complaining but a few things in the hotel need attention , 1st and foremost in my opinion the cleaners ! Every single morning and our balcony was at the back and below to the left was the cleaners staff room , just b4 7am ( which is 5am back home) they all meet and they don’t talk they scream conversation to each other and woke me every single morning , yes most reading this is sayin ‘ should have took ear plugs’ but at end of day I booked a relaxing holiday Il wake when I wanna wake lol ! If u manage to sleep through their cackling every morning u haven’t got away with havin a lie in ! Oh no many a morning I’ve fallen bk asleep to be woke with an old lady at the door shouting over and over again ‘ hello? Morning? Hello ? Hello? Morning? And her stood at my bedroom door !! Yes fair enough they have a job to do and yes it’s a hard job with the heat but any other place I’ve been cleaning didn’t start to later ! Or we had a do not disturb sign to put on the door sun beds , there’s quite a few broke but overall when hotel is fully booked there’s nowhere near enough for all the residents! Our 1st week was pretty busy but coming into the 2nd week it was Cyprus holidays so locals was all staying and the place was fully booked and to be fair the hotel manager looked after her own it was obvious. Another thing that needs attention is the pool ! The scum around the pool is unreal and disgusting and the kids scrape it off , surely that all should have been cleaned b4 the new season it looks like it’s ground in for years . There’s steps into the pool but the top step in the shallow end the screw was constantly out and the step broke , numerous times my partner fixed the step , they need better steps as a few elderly holiday makers couldn’t get back outta the pool . Hilltop apartments needs evening entertainment! Pool closes at 7pm and then your lost with what to do ! Everyone heads down the town which takes the trade away from hilltop ! Families that can’t go out every night are at a loss and bored . All in all We did enjoy our stay in hilltop gardens a holiday is what u make it and we had a fantastic time , Connie needs a special mention as she was the only member of staff who always spoke to us made us feel welcome she’s a real asset to hilltop ! The man behind the bar at times is a lovely fella too and so polite they all need a pay rise cause without them that place wouldn’t run aswell ! The weather was fantastic the two weeks we were there with a beautiful sunset every...

Have just spent 4 nights here at Hilltop Gardens. Was my first trip to Cyprus but we used this as a base so were out morning till night, we knew in advance this was going to be the case but a few things to note:

Cleanliness Charges Location Others

The room seemed clean enough at first glance however there was a clump of hair on the kitchenette sink (which was there until we pointed it to the cleaner on our 2nd last morning), the bathroom window was disgusting and there was marks on both the mirror in the bathroom and bedroom (which looked like blood?). We checked in late at night so when we got up we got ready to go in the pool - there was a dead cockroach being eaten by ants outside our room door, I alerted the desk who said the cleaners would remove it and went to go in the pool. My 8 year old wouldn't get in it as it was disgusting with bits floating about etc - we quickly got changed and headed out. When we returned around 5pm, the coackroach carcass was still there and I alerted the man on shift, he handed me some ant spray and that was that? The rooms did get cleaned and we did get fresh towels however there was marks on pillowcases, on the towels etc. I know it's budget however you expect a level of cleanliness.

Charges - €10 deposit and €6 to use the safe. €10 deposit and €6.50 a day for AC (which is needed). We paid a day at a time for AC as we weren't sure if we were going to stay and the woman gave my mum attitude about paying it all in one go for our entire stay. KEEP YOUR REFUNDABLE PAPER RECIEPTS - even though you can clearly tell we've paid a deposit, you won't get it back without these.

Location was out the way so perfect if you need somewhere quiet (but we were ground floor so could hear banging doors, people above us walking, showering etc). We took the short walk down to Lidl everyday and got the 615 bus to Tombs of the Kings. The 611 will then take you to the harbour/waterpark from there. €6.50 for an adult day ticket and a child is €3.25. This became a bit of a nightmare however the buses are frequent and journey times not too long. There is nothing surrounding the hotel so this will be needed if you don't have access to a car.

Others being the hotel is near building works. The doors and windows don't feel very secure and the cleaners left the bathroom window open all day (we were ground floor so this was unsafe for our belongings?). There was only one plug socket in the room that I could find. I will say the included Wi-Fi was great and we had no complaints about that at all with 3 devices being used in the room. Only a couple of ceiling fans in the lobby and no AC when we waited for our transfer. One perk was that they showed the Euros final in the lobby on the TV when we came back one night. We didn't use the food or drink facilities so cannot comment on that. Our room view was to a bush with 2 plastic chairs and a table on the patio - would usually find ants or a cat on the chairs. No secure luggage room, just had to leave them in the lounge. Had a look in their on-site shop but everything expensive when Lidl is just down the road.

Overall I'm giving it a 2 star for the multiple issues we had, I would factor in travel costs for your stay duration and see if it's more worthwhile getting somewhere a bit more central. I wouldn't return but as somewhere to sleep it...