"Overall, our stay at Hard Rock Hotel Malta was excellent, and almost everything was perfect. However, the experience was seriously let down by the night-shift staff, whose attitude and lack of professionalism were extremely disappointing.
On our first night, when we arrived at our booked room, we were told that we were being upgraded. In reality, we were given a room with a very poor view at the back of the building, overlooking construction work, with practically nothing pleasant to look at. The following day, we spoke with the daytime manager, who was professional and helpful and moved us to a fantastic room overlooking the pools and the city. This made a huge difference and showed us what the hotel was actually capable of offering.
Unfortunately, our experience with the night shift was consistently poor. On another night, I tried to order late-night snacks and beverages, only to be told that wine was not available and that several kitchen items were unavailable as well. When I asked for a simple modification to a sandwich, I was told that they would not make any changes and that their only job was to heat up the products. The attitude was unhelpful, dismissive, and completely inconsistent with the standards expected from a hotel of this level.
The most disappointing part was that this was not an isolated incident involving one employee. We encountered three members of the night-shift team, including two reception staff members and the night manager,"
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