Grand Hotel Excelsior

I wish to be fair about my review, the reception desk staff are extremely competent, they went out of their way to help whatever queries you took to them. Fantastic. Where this hotel falls down badly is in its inability to be agile and make intelligent decisions. The food service staff are poor. Breakfast actual food is good but managed with chaos. There are ridged rules about no food to be served by the pool area, which leaves customers hungry or retreating to their room to order room service because the restaurant has a 70 euro per head luncheon on on Sunday. We were given conflicting messaging and told room service menu could be ordered by the pool. When we tried to order we were refused. Nicky the restaurant supervisor/manager never came to find us to explain that what she had promised (room service food by pool) she could not deliver. You can’t eat here because of the luncheon, you can’t eat by the pool because it’s not June. You have to go eat in your room and order room service. The only other alternative was the bar to have a small snack and peanuts. I could laugh it was so ridiculous. I even spoke to the Duty Manager , Clyde who just apologised but offered no solutions, a waste of time…we were hungry! So having waited 2.5 hours for any food at 3.30pm we retreated to our room to then wait for room service food. The hotel is only as good as the staff that work there, the food area have lots of foreign workers which would be great but they lack initiative and responsibility. This is a hotel big machine. Ask yourself if this is what you want.

Arrived early for check in due to flights- facade of building really scruffy and the smell of sewerage near the entrance was vile. Reception very short with us and clear that we were early and no availability- would call if room ready early and they did store our luggage. No call and straight to allocated room when we re presented. No welcome drink for us that we were not aware was a standard to all others we saw arriving during our stay.Room dated/ cracked repaired toilet. Very dirty in places particularly bathroom and fittings. No consistency with room eg flower in the bathroom/ flannel/toiletries/ tea and coffee supply. The toilet was constantly filling with water and there wasn’t hot water from the sink tap.Dressing gowns dumped on chair every day after room cleaning which was really surprising. As for the shuttle bus , we didn’t want to use but did once and seems that even when full it will only leave at the specified time which is every 20 minutes. There seems to be a demographic of guests at the hotel who want this service and it could be more readily available. Overall really poor and nowhere near 5 star we wont be back even though we travel to malta regularly and wouldn’t recommend. It would have been very helpful to have been advised that the beach area ( we have stayed here before and loved the area) was not open due to work going on and that the outside areas were not fully open either. Many better options in valletta.

Great location, courtesy transport very welcome and indoor wimming pool a delight. Breakfast excellent. Room 217 was adequate with balcony and sea view. Bathroom needs updating, had requested a walk in shower but it was a shower over a bath with no rails at correct height to hold onto, we were an elderly couple and a very tacky plastic curtain, not expected in a five star hotel. Buffet dinner adequate, disappointed no cheese board as alternative to a dessert. Staff in dining room and in the bar willing but poorly trained. Finally reception staff abrupt and a suggestion please do not make your guests stand for 30 minutes waiting to check in. Perhaps remove the large desk opposite reception which was never used and put in some seating. After a long journey that would be welcomed. I feel this at present is not a high quality 5 * hotel

My husband and I spent four nights there in March and on arrival the hotel took 150 Euros from my bank account as a safety deposit. This money actually came out of my account so left me with less spending money than I had anticipated for the holiday. When we checked out, we were told that the money would be refunded to my account. Four days later, I am still waiting and could do with the money. Please be aware of this when visiting this hotel.

I stayed for five nights in a superior partial sea view room on the 7th floor, which had a lovely view from the balcony. The room was large and I liked the separate bath and shower, but it was all a bit tired. Poor tv channels and disappointed to be given a twin when I had requested a double. It was very clean though and the housekeeping staff were excellent - loved the turndown service with a chocolate! Room service was quick and good; I ate dinner in Admiral’s Landing and the food was good but felt a little overpriced for the offering. Breakfast was reasonable - great to have eggs cooked to order, good selection of cheese, meats, salmon, breads. The orange juice was more like orange squash though, and overall the breakfast wasn’t comparable to what I’ve had in other five star hotels. Service in the bar was very hit and miss - sometimes quick, sometimes very slow, and the food choice in the bar was very limited (particularly for one, as most of the options were platters for two). My overall impression across the week is that the hotel isn’t interested in solo travellers. While there were some lovely staff in the two restaurants (Maria and Daniela in Admiral’s Landing, and a lovely young guy with glasses at breakfast whose name I didn’t get) in both restaurants it was hard to get a decent table as a solo diner. The window tables in both are all for four so therefore kept for couples or groups, and on several mornings at breakfast a male manager was helping couples to find tables while ignoring me. I was either pointed towards a dark corner or left to find my own table. At dinner, despite booking, I was told I could have only a middle table and was repeatedly asked if I was dining alone; and then ignored while two tables of couples who’d arrived after me were served. While I have no problem travelling and dining alone, it seemed that the hotel doesn’t agree, so while I’d love to visit Malta again I’d likely stay somewhere more welcoming.