Paradise Bay Resort Hotel

I am writing to formally express my disappointment with our recent stay at Paradise Bay Hotel, Malta. We chose your hotel for a relaxing family holiday, but unfortunately our experience was extremely disappointing and fell well below the standard we expected.

The most serious issue was that the air conditioning in our room was not working. We reported this to reception several times throughout our stay. Every time, we were told that the maintenance team would check it, but nothing was ever repaired. Instead, we were repeatedly asked to “manage for one more night” and were promised that we would be moved to another room the following day. This promise was made more than once, yet no alternative room was ever provided. We were simply given excuses while the issue remained unresolved.

There was also a strong bleach/chemical smell coming from the bathroom water. We reported this concern as well, but no action was taken, nor were we given any explanation. It was unpleasant and concerning, especially while staying with our family. We had spent the day in the sun and had significant sunburn. Returning to a room without functioning air conditioning made it impossible to rest or recover comfortably. We paid for a hotel that should have provided basic comfort, yet we were left to endure conditions that should have been resolved promptly. What disappointed us even more was the attitude of the reception staff and the night managers. Rather than listening to our concerns and trying to resolve them professionally, we were made to feel as though we were complaining simply to receive compensation. One of the managers handed us a form and essentially told us to write down our complaint and “see if you can claim.” Instead of acknowledging the hotel’s failure to address the problems, it felt as though our genuine concerns were being dismissed and treated as an attempt to obtain money. This was insulting and completely inappropriate. The overall attitude of the night managers was unprofessional. There was very little empathy, no genuine effort to resolve the issues, and we were made to feel that if we were unhappy, we could simply leave. One receptionist also repeatedly acted as though she could not understand English whenever we raised our concerns, making communication unnecessarily difficult. The only members of staff who deserve recognition were two employees at Porto Restaurant—a friendly gentleman who always greeted guests with a smile and a Nepali lady who was consistently welcoming, professional, and genuinely pleasant. They were the only people who made us feel valued during our stay. We booked this hotel to enjoy quality family time, and instead we spent our holiday chasing staff to fix issues that should have been dealt with immediately. The repeated failure to repair the air conditioning, the lack of response to the chemical smell, the broken promises regarding a room change, and the dismissive and unprofessional attitude of the reception staff and night managers significantly affected our holiday.

I expect Paradise Bay Hotel to investigate this matter thoroughly and explain why our repeated complaints were ignored. Given the inconvenience, discomfort, and poor standard of customer service we experienced, I believe it is reasonable to expect appropriate compensation for a stay that fell far below the standard advertised and paid for.

We specifically booked this hotel because the room was advertised as having air conditioning. Unfortunately, although the air conditioning unit turned on and the fan was running, it blew no cold air at all, so the room remained uncomfortably hot.

We reported the issue to reception immediately, but instead of resolving it, we were repeatedly told that it would be looked at “tomorrow.” Each time we followed up, we were passed from one person to another, and no one actually fixed the problem. By the end of our stay, the air conditioning was still not cooling the room.

It was extremely uncomfortable having to stay in a hot room, especially when air conditioning was an advertised amenity that we had paid for. We expected the hotel to either repair it promptly, move us to another room, or provide another suitable solution, but none of this happened.

The lack of urgency, poor communication, and failure to provide a basic advertised facility completely spoiled our experience. Sadly, we would not recommend this hotel based on how this issue was handled.