ibis Styles ST Pauls Bay Malta 3 stars

Family friendly

A true Pleasant experience. The people were extremly polite and nice.

I was on holidays with my family. It was very nice to visit Ibis ST Pauls Bay Malta. Stuff is very helpful and smile all the time. We achived very comfortable and clean room. The hotel is in a great location with lovely pool on the roof. It's a real pleasure to stay at this hotel. We felt right at home. Thank you so much for the warm welcome. We'll be back. I highly recommend it.

I am disappointed with my recent stay at the Ibis Styles St. Paul's Bay from May 17th to 21st. As a loyal Gold ALL member, I expected better treatment. The initial room upgrade was appreciated, but the room was unusable due to an awful smell and constant traffic noise. We hoped it will stop at some point but the entire evening, night and even the morning we heared horns, breaks, motorbikes, cars, and people shouting. The next morning I checked online whether there are any rooms available in the hotel, and there were. I approached the reception asking if it was possible to change the room due to the smell and the noise. The receptionist explained me that the odor is probably coming from pipes in the bathroom because the room was not in use during winter. Despite numerous requests, staff were unhelpful and delayed in finding a solution. Their unprofessional behavior and disregard for my concerns as a Gold ALL member were shocking. 1. First of all the receptionist couldn't provide us eith the new room. She had to consult it with the manager. Manager was off on this day so she was texting him/her. We were leaving for a walk so I suggested we will come back in one hour. 2. When returned she still hadn't manage to get the response and told me to wait. We went to the room and after some time I called her if she got the response. She did but she told me we need to wait until 2-3 pm when her supervisor will arrive to the hotel. She said they are expecting a group check-in the same afternoon. 3. At 3:15 pm I approached the reception again. The receptionist confirmed the supervisor is already in the hotel but he is in the pool bar now. I asked if she coul call him but she said he is busy at the moment and I need to come back in 15 minutes. She didn't even called him. 4. As we were actually staying by the pool I went back on 10th floor and met the supervisor by the pool bar. He said he is aware of our request but he needs to check in the system if the room is available due to this group arrival. He told me to come back later. I felt so disappointed I had to chase them all day, the supervisor arrived to the hotel, he knew about the customer request but didn't bother to check the availability and provide the answer. I couldn't understand what is the problem. The Accor app was still showing multiple rooms available. I asked if I would get the room if I bought it now online but he didn't actually answer, he kept saying the group is arriving later and told me to come back later. 5. I wanted to give up, I was so disappointed by the unprofessional service but the smell in the room was nasty and the noise irritating. In the evening I decided to try last time. My mum and I approached the supervisor asking if he is able to provide us the answer. He looked at my mum and said if she is my mum, they will have the room for us. I found this answer very inappropriate. He said we can move the next morning and mentioned the room will be smaller but if we want, we can check it now and decide whether we want to change or not. It was 9pm, he showed us the new room. Despite the room turned out to be free, clean and ready to accommodate guest he said we can't movie in now. I informed him we have a trip at 8am next morning and he said it's fine, we can pack our suitcases and get the new room at 7am or they can move our suitcases for us while our absence. I asked why can't we move now. He said it's due to any potential walks in at night. I was shocked. I checked the rooms availability again and it showed me that there were more than one room free that evening (screenshot attached). I was too tired to discuss, he obviously wasn't willing to give us the room. We were finally given the new room the next morning at 7am. I have been choosing Accor hotels from about 10 years, I stayed in Ibis, Mercure and Sofitel hotels before but it was the first time I was treated this way. Few days earlier we stayed in Mercure St. Julian's and the customer servis there was fantastic. The Guest Relation was very approachable and kind. She respected every guest and their needs. I'm aware Ibis is a budget, 3 star hotel but I have never experienced the difference in the customer service before. In st. Paul's Ibis hotel the restaurant and pool bar staff were very kind but I found manager's and the receptionist's behaviour so disrespectful. They were dismissive, and unprofessional, making me feel unwelcome and unvalued as a loyal Accor customer. This is not the standard I expected from a brand like Accor. I hope this feedback is taken seriously and used to improve the customer service standards at the Ibis Styles St. Paul's Bay.

Than you for everything. The room the smiles and all the details asked answered with a big smile. All the staff excellent especially Andrea. Thank you all

Cannot fault it in any way.