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Abbie G

Fantastic hotel, negative reviews on here are not a true reflection on this hotel. It’s great!!

4.0 of 5 bubblesReviewed Oct 6, 2024
Going to write a completely honest review, as I religiously read the reviews on this hotel before staying here and it made me feel very apprehensive about visiting. I’m not too sure why this hotel had so many negative reviews, especially comments about the noise?
The noise was never an issue during the week that I stayed in this hotel. I stayed here for a relaxing hotel and it was exactly that which I had. The sound proof windows and curtains work a treat, you can barely hear any noise from the street below when you are in your room. I really cannot understand why this comment has been made by so many people, as prior to my visit it really put me off staying here but this wasn’t an issue at all.
The staff are absolutely fantastic, always greet you with a smile and polite conversation. I enquired at the reception if we could have a kettle for our room, as you are provided with a coffee machine (which you can use to make tea) but was a bit too complicated for me. Within 20 minutes a member of staff had bought a brand new kettle to our room. Fantastic service.
Another positive which I haven’t seen mentioned in any other review, is you are provided with complimentary bottles of water every day - I’ve never had this from any other hotel.
All in all this hotel is fantastic and any issues we had were absolutely nothing to do with the hotel itself.
The breakfast is the best breakfast buffet I’ve ever had. The bacon is cooked nice and crispy. There’s lots of different options, fried breakfast, breads, fruits, yoghurts, cheeses.
The Hugo’s chain in Malta is fantastic, the food also in Hugo’s pizza and pasta is incredible.

Some points I’d like to make in case anyone reading this is thinking of staying here (none of these points are directly about Hugo’s hotel, but about the location of the hotel);
- the surrounding roads are dirty, they’re cleaned every morning but the area smells disgusting.
- You do not feel safe walking round the streets at night. Group of dodgy men hang around the surrounding area, all day and all evening.
- During the time you walk to breakfast, the bins are being collected so usually a lot of flies around which is off putting.
- Lots of steep hills and steps, so if you’re elderly or less able to walk this definitely wouldn’t be the hotel for you.

All in all, a great hotel and fantastic staff. But the smelly, dirty location really does take it from a 5* to a 4*.
Date of stay: September 2024
Trip type: Traveled with family
4.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
1.0 of 5 bubblesLocation
3.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Customer Relation Manager, Owner at Hugo's Boutique Hotel, responded to this review
Responded Oct 7, 2024
Dear Valued Guest,

Thanks a million for giving us an opportunity to to welcome you at the Hugo's Boutique Hotel.

We are sincerely grateful for your honest feedback, so many details mentioned, and above all - your compliments.

All your kind words have been received with great pleasure, and we are especially proud to know that our staff assisted you, offered you assistance and warm hospitality - thank you for noticing our efforts and for providing us with this positive online recommendation.

It is true that the area around the hotel may not be everyone's choice, and we agree with all your statements - fortunately, it did not affect your overall impression.

We remain at your disposal for anything additional, and we kindly invite you to inform us if you decide to visit us again - for direct bookings, we will always be happy to apply the best rates and assist you with anything you might need - our contact email is crm@hugosmalta.com.

Our team is looking forward to welcoming you back soon!

Sincerely,

Customer Relations Manager

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed September 26, 2024 via mobile

First things first, we arrived early in the morning and the lovely hotel staff did everything they could so we were able to check as soon as possible, usually it’s 4pm. So that was really nice and we appreciate it.

When we arrived the staff was cleaning the dirty trash cans on the road right in front of the hotel. We booked a room with sea view .. Well, we got sea view and a view of ALL NEIGHBOURS. We have had a hot tub in our room right in front to enjoy the sea view .. you can imagine it is not as enjoyable when there is everyone around watching you.

For breakfast you have to walk down to the H Hotel and also for the SPA and the towels for the beach or the pool. As I mentioned above the staff cleans the trash cans in front of the entrance, I advise to not wear flip flops it’s really disgusting. As if that’s not enough the second possible way to the partner Hotel is through the streets of last nights party people.

Breakfast is great. I don’t quite understand why I can’t pay for a good cup of coffee, because the WMF Coffee is just not the one for me…

the spa & rooftop pool don’t appeal to be in great shape. There have been construction workers at the spa pool (it was really loud). There has been black mold in the steam cabins and also at both pools.

We tried to get an upgrade to a suite with sauna and hot tub, as we had already booked a suite with hot tub, I thought that can’t really cost much more. But I was surprised that they would have charged 52,3 percent additionally to what I had already paid for.

We came to relax (nice hotel with spa and hot tub) and maybe if I had read all the reviews maybe it could have been spared me sleepless nights. The surrounding is soooo loud with all the clubs, if you’re with friends and you wanna get drunk - do it. But if you want to relax, get a massage and everything, go somewhere else. Far away from here.
The clubs play loud music up to 5am and the construction workers start at 7 am

Nothing much to do around, besides day drinking - so sad

Room tip: Go somewhere else if you want to relax
Date of stay: September 2024
Trip type: Traveled as a couple
Thank viviocean19
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Customer Relation Manager, Owner at Hugo's Boutique Hotel, responded to this reviewResponded September 26, 2024

Dear Valued Guest,

Thank you for staying at the Hugo's Boutique Hotel and taking a moment to inform us about your impression.

We appreciate all your mentions, and we are grateful for this genuine review.

Even though we failed to meet your expectations and offer you what you were looking for, it is nice to know that our staff did a good job and showed willingness to assist - we always try to make your stays as special as possible.

Rest assured that all these comments will be shared with Management, so that we can start with corrective measures and take your advice into account for things that are under our control.

Having said that, we would be pleased to be your hosts again, perhaps during a less busy period in the area, so that you can enjoy a more relaxing stay!

Kind Regards,

Customer Relations Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed July 29, 2024 via mobile

great hotel I recommend this hotel, full relaxation in the hotel and a great district, the most beautiful beach in Malta and 100 m from the hotel I recommend everything close to shops, restaurants, possibility of buying trups a top class hotel

Room tip: we recommend this hotel close to everywhere
Date of stay: July 2024
Trip type: Traveled as a couple
Thank Katarzyna K
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Customer Relation Manager, Owner at Hugo's Boutique Hotel, responded to this reviewResponded July 29, 2024

Dear Valued Guest,

Thank you very much for taking your time to make us aware of your positive experience.

The Team of Hugo's Boutique Hotel is truly pleased to see your kind comments and overall satisfaction - we are glad that you are spending your holiday nicely and enjoying the beauty of Malta.

We also hope to welcome you again in the future!

Best Regards,

Customer Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed June 6, 2024

Staff was friendly, but for a Penthouse suite you can get a better experience elsewhere. Our room was right below the rooftop pool/ nightclub, already a bad setting, we had no sleep all nights we were there. I get it is an adults hotel but I am adult and I certainly don’t want to get drunk and party all day and night, some of us come to relax. The bouncers you have on the 10th floor were super rude, I mean I am already on the penthouse floor, why would I want to enter the 11th floor incognito if I have all access. They felt like TSA back in the US. The room was very meh in my personal opinion. What saved the stay was the jacuzzi in the patio outside the room, but the amenities were basic, no shampoo, cheap toilet paper, and no were to sit other than a couch to watch tv, if you want to have dinner, you have to sit outside in with extreme wind, so breakfast was interesting. If you happen to want to go to the rooftop pool, be ready to be stacked like sardines in the poorly set chairs with a potential risk of falling over to the pool as you walk to your chair if any available. I was expecting something wow given we book a penthouse and it felt like a standard room at a Hyatt hotel.

Room tip: The pool gets crowded. The noise level if you are in a penthouse suite is crazy loud, construction, honking 24/7, but the spa was amazing
Date of stay: June 2024
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Karen Q
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Customer Relation Manager, Owner at Hugo's Boutique Hotel, responded to this reviewResponded June 6, 2024

Dear Valued Guest,

Thank you for staying with us and for sharing your feedback.

We are sorry to see that we failed to meet your expectations, and that you were not satisfied with the style of our hotel.

Your comments will be given to the Management for possible improvements, and you are more than welcome to contact us should you consider visiting us again.

Our team would be more than happy to assist with suggestions, follow up on your stay and make sure that your future experience is better!

Kind Regards,

Customer Relations Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed May 22, 2024 via mobile

beautiful Boutique Hotel located in the heart of San Giljan's entertainment district. However, the nightlife does not disturb your stay in the room. This is a boutique hotel "pûr sang". The staff is very friendly and helpful. Very large rooms with a fantastic bathroom with a wonderful shower.

Room tip: Keep in mind that you will be staying entirely in the entertainment area
Date of stay: May 2024
Trip type: Traveled with family
Thank Odyssey64319367603
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Customer Relation Manager, Owner at Hugo's Boutique Hotel, responded to this reviewResponded May 22, 2024

Dear Valued Guest,

Thank you very much for staying at the Hugo's Boutique Hotel and for providing us with this positive review.

It is a pleasure for us to see your compliments and satisfaction with so many aspects - having satisfied guests is our ultimate goal and the best reward for our continuous work.

Looking forward for a new opportunity to welcome you soon!

Warm Regards,

Customer Relations Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed April 26, 2024 via mobile

Really nice hotel with a beautiful spa. Anvar from the reception was a great guy, really friendly. I really recommend it! We celebrated here my friend’s bachelorete s party! You can get the time to relax pack with detox tea or maybe deluxe time with prosecco!

Date of stay: April 2024
Trip type: Traveled with friends
Thank Alice C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Customer Relation Manager, Owner at Hugo's Boutique Hotel, responded to this reviewResponded April 26, 2024

Dear Valued Guest,

Thanks a million for staying with us and for providing us with such an amazing review.

We are always proud to be part of your pleasant experience and long-lasting memories, and we are delighted to see that our team has assisted and made your special trip even better - Anvar will hear your compliments, which will serve as additional motivation for him to continue his effort.

Thank you once again for providing us with this nice recommendation, we are looking forward to welcoming you back!

Warm Regards,

Customer Relations Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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