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All reviews rooftop pool comfort room the bus air con building work plenty of choice cafe bar bars and restaurants half board hotel is in a great location bed and breakfast walk in shower breakfast and dinner cold meats large balcony buffet style choice of food
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Reviewed 11 October 2018

We arrived at the Santana Tuesday lunchtime after staying a few days in the South of the Island visiting family. Our first experience, I felt the receptionist clearly hated her job, although after a couple of days she seemed a little more pleasant to us.
The Hotel is clean and tidy and our Bedroom and Bathroom were a comfortable size, it’s a 3 star by UK standards.
We booked the Santana on a half board including beverages basis for 5 nights. This was our first mistake. The food is pretty ordinary and not overly tasty. The drinks included are only severed at Dinner time. A good point here - its wine out of box, not something we enjoy. The Breakfast is ok but if you are not down at Dinner at 6.30pm then the food looks messy. In fact at around 8pm one night the dessert table looked like the remnants of a cream cake fight. The Hotel insists on no string vests or shorts above the Knee for Dinner. This is something they clearly do not enforce. The restaurant is full of string vests and very short shorts showing off not very attractive legs when you are trying to eat.

The Pool area is lovely and we didn’t see one chid during our stay but on the other side of the coin its full of more mature people with too much time on their hands. This makes simple things like trying to get a coffee a trial as they are so slow in doing so. One other pet hate we had is the guests seem to press both the up and down call buttons on the lifts when they are only going one way. This slows up the lifts to an awful level. The more positive points , the Hotel in amongst all the pubs , supermarkets and restaurants in Bugibba. In fact the Hotel is 2 minutes from the bus station and 5 minutes form the Oracle Casino. Interestingly gong forward if we stay again at the Santana it will be on a Bed and Breakfast basis at best, personally I think Half board or all-inclusive is expensive there.

There are plenty of place to eat around and in fact with free entry at Casino, lunch is only 7 euros for main, dessert and a drink, they have a restaurant in the evenings.
In summary the Hotel is fine for a few days on a bed and breakfast / room only basis, just somewhere to sleep. We would book again on this basis.

  • Stayed: September 2018, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank JeremyHooke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sunroute Hotels M, Guest Relations Manager at Hotel Santana, responded to this reviewResponded 4 weeks ago

Dear JeremyHooke,

We thank you for your comments which are indeed appreciated. We apologise for not meeting fully your expectations. Your review will be forwarded and discussed with management.

We do appreciate constructive criticism in order to be able to improve our services/standards.

We look forward to seeing you again here at Hotel Santana.

Kind regards

Jennifer Scerri
Guest Relations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 October 2018

Visited Santana hotel in May. This would have been our third visit and is a Birthday Gift each year.
The hotel as always during out stay has been comfortable and clean. The staff are amazing and will do anything to help out.
The Restaurant has a good selection of dishes and does cater for vegetarians.
The addition of the Zen Garden is wonderful and peaceful if you want to hide away for an hour or so.
seems we will be returning again in 2019...!!

Stayed: May 2018
1  Thank Christine C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sunroute Hotels M, Guest Relations Manager at Hotel Santana, responded to this reviewResponded 11 October 2018

Dear Christine C,

Thank you for sharing with us your wonderful review on TripAdvisor about your previous stay at Hotel Santana.

Your comments are truly valuable and highly appreciated and we are also looking for to welcoming you again next year.

Kind regards,
Vera Zelles
Guest Relations Officer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 October 2018

Arrived at this place via Titan Travel. There is an adjacent building site operating from 7am and my first room faced it. Dirty, loose wires in bathroom, stained and burned carpet, electrics went off when kettle was plugged in. Moved to room further from building site but still noisy from road. Reception staff unwelcoming. Restaurant with very little natural light and food quality bad.
Other in our group had similar complaints - cockroaches in bathroom, patio doors not closing, stained duvet, bed sheets didn't fit bed, rooms not cleaned properly, shower water not draining away and flooding under door.

Room Tip: None available
  • Stayed: October 2018, travelled with friends
    • Location
    • Sleep Quality
    • Service
Thank Linda E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sunroute Hotels M, Guest Relations Manager at Hotel Santana, responded to this reviewResponded 11 October 2018

Dear Linda E,

First and foremost we would like to apologise for any inconvenience you encountered during your stay at our hotel.

As your feedback is extremely important for us, I can assure you that the comments you shared with us on TripAdvisor will be certainly passed onto the management team for further discussion.

We always advise our guests to communicate any issues whilst they are at hotel and hence giving us the opportunity to rectify them with immediately. The duty manager is always available to ensure that we provide the best possible service and hospitality to our guests.

We hope that we will have opportunity to restore your faith in us and welcome you at Hotel Santana again.

Regards,
Vera Zelles
Guest Relations Officer

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 October 2018 via mobile

Took three complaints to get the bath cleaned, left three mornings running.
No washing up done two mornings running, full towels not replaced, told they had run out.
Mediocre breakfast inndidmal restaurant.

Stayed: October 2018, travelled with friends
Thank homelycromer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sunroute Hotels M, Guest Relations Manager at Hotel Santana, responded to this reviewResponded 8 October 2018

Dear Homelycromer,

We would like to thank you for taking time to review our hotel on TripAdvisor.

We apologise for not meeting your expectations during your stay. Our main goal is to please our guests who are coming from different countries with different expectations. We apologise for not having done so in this case. I can assure you that your comments will be passed onto the management team for further discussion.

We hope that we will have the opportunity to restore your faith in us and welcome you at Hotel Santana again.

Kind regards,
Vera Zelles
Guest Relations Officer

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Reviewed 7 October 2018

We have just returned from 10 nights in this hotel and I have to say we did enjoy it very much. Unfortunately our room was overlooking a building site out the back (quite close actually) and this could at times be noisy, hence only 4 stars. Work did start here at around 7.00 to 7.15 in the morning so no lay in as such. It did finish around 3.00 or 4.00 in the afternoon so the evenings were ok. However we did ask to be moved to another room and we got a quieter room after 3 days. The staff were very helpful in this matter.
Our holiday did not start well though as when we arrived at the hotel to begin with, our holiday company, Chevron, had not bothered to let the hotel know we were coming, so consequently we had a longish wait before we did get a room. Chevron did let themselves down quite a lot during our stay and that did spoil our holiday, but that was not the hotel's fault.
Our room was comfortable and eventually quiet (ish). It was kept very clean and tidy and we had no complaints in that respect. The reception area was comfortable and the staff on reception were excellent and very helpful. The bar area was nice with great staff. All of them very cheerful and very helpful. The dining was good too. Food was really nice and plenty of choice. However I would say that at times there was a wait for a table as I believe the hotel may have been full and so dining was very busy at times. But it was not really a problem, we just chose our dining time when it wasn't quite so busy.
The hotel is well placed for surrounding bars, restaurants, tourist shops and not far from the sea. Our only real complaint was with Chevron which was not the hotel's fault. Be advised that there is building going on at the back of the hotel. In fact I think there is building going on everywhere in Malta, so wherever you go it won't make a lot of difference.
This really is a nice hotel with very helpful staff everywhere. It is kept very clean and tidy. The food is excellent and plenty of it. We can not complain about the hotel at all and would recommend it any time.

Room Tip: Be aware of building work going on out the back, so perhaps a room at the front and on a high floor
  • Stayed: September 2018, travelled with friends
    • Value
    • Location
    • Service
Thank JohnwWestgate
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sunroute Hotels M, Guest Relations Manager at Hotel Santana, responded to this reviewResponded 8 October 2018

Dear JohnwWestgate,

We would like to thank you for taking time to review our hotel on TripAdvisor.

Your feedback is truly valuable for us as it helps us to improve our product and services and it will be discussed further with the rest of our management team.

Please accept our heartfelt thanks for your kind review about our staff and food choice.

Whilst we thank you again for your recommendation, we also hope that we will have the opportunity to welcome you again at Hotel Santana in the near future.

Kind regards,
Vera Zelles
Guest Relations Officer

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