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Sotiris
Zurich, Switzerland

Looks can be misleading...

2.0 of 5 bubblesReviewed 28 Feb 2020via mobile
Although our booking was originally for the Victoria Hotel, we were given a room in Palazzo Capua due to overbooking. They claimed that this room was better but I consider it a downgrade. First of all it was very cold & it took hours to get some kind of heat through an old air condition. We had to call the reception of Victoria Hotel 2-3 times to come and fix the problem with the heating. They came after a long time... Since there is no reception in the building, we had to get out on the street and go to the Victoria Hotel every time we needed something e.g. electricity adaptors... The suite that was given to us had absolutely no view. It was dark and felt like a basement. Fortunately we spent only one night there and the next morning we asked to be moved to Victoria Hotel... What a relief!
Date of stay: December 2019
Trip type: Travelled as a couple
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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.
Kevin_Callus, General Manager at AX Palazzo Capua, responded to this review
Responded 4 Mar 2020
Dear Sotiris,

On behalf of The Management and Staff, I would like to thank you for sparing some time to post your review on TripAdvisor.

I am extremely disappointed to hear that your stay with us did not live up to your expectations and would like to apologize on behalf of all the team at Palazzo Capua. It is only through your feedback and suggestions that we keep improving our product to ensure expectations are met.

Hope that our commitment to continuously improve will make you change your mind to re-visit our hotel in the future.

Sincerely,

Kevin Callus
General Manager
info@axhotelsmalta.com
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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4 - 9 of 120 reviews
Reviewed 26 January 2020

If you want to have a dream palace, romantic, fantastic, fabulous junior suite in Malta, this is the place. Peacefull, quiet, comfortable, fast wifi, great balcony, good meals in the next door hotel, as well as fitness and spa/sauna. A great experience, perfect for Malta history!

Room tip: Book Prince Francesco Suite for your romantic dream holliday
Date of stay: January 2020
    • Value
    • Rooms
    • Service
2  Thank Catalin M
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.
Kevin_Callus, General Manager at AX Palazzo Capua, responded to this reviewResponded 27 January 2020

Dear Catalin M,


At AX Palazzo Capua, we like to adhere to what the hotel's name implies, and treat our guests like royalty.

Your positive feedback on Tripadvisor regarding your stay with us at AX Palazzo Capua has been very well received by the whole team.

May we have the pleasure of welcoming you back for yet more pleasant stays at AX Palazzo Capua.

Sincerely,

Kevin Callus
General Manager
info@axhotelsmalta.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 September 2019

We have stayed at the Victoria previously so decided to try a suite in the Palazzo Capua next door at the end of May / beginning of June. We are very happy that we did. Lots of room in this historical building.
We stayed in the Prince Charles of Capua Suite which has a mezzanine bedroom area. There is a large bathroom with bath and shower, a lounge area and a dining area with a table and six chairs where you can eat with room service. There is a large sofa bed in the lounge but we don’t know if more than two can stay. There is a large balcony that goes all round the building.
All facilities at the Victoria can be used such as the pools and spa.
The suites are very private and relaxing.
If you have problems with stairs I would ask if there is a ground floor suite as there isn’t a lift. As it is possibly a listed building I don’t think they would be allowed to fit one.
As always the staff were fantastic, you couldn’t ask for a better team. Everyone wants to make your stay as easy and enjoyable as possible. We even had a turndown each evening.
One of the best we have stayed in.

Date of stay: May 2019
1  Thank Les_Nuttall
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.
Kevin_Callus, General Manager at AX Palazzo Capua, responded to this reviewResponded 23 September 2019

Dear Les_Nuttall,


We thank you for kindly finding the time to write in your thoughts about your recent stay at Palazzo Capua.
You wrote quite extensively and all Management and staff are extremely appreciative of this. I look forward to share your great comments with the entire team.

Such comments surely entice our motivation to persevere in our quest in achieving the guest full satisfaction.

We all look ahead to welcome you back at The Palazzo Capua in the not too distant future.

Sincerely,

Kevin Callus
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 July 2019 via mobile

I don’t know where to start. Wow what a stunning hotel. We stayed here last year on our first trip to Malta & loved it. We then decided we wanted to get married in Malta. We booked a villa for a week for the wedding as we were having a party there for the day after the wedding. Although the villa was lovely I wanted to stay st AX Palazzo Capua the night before my wedding & the night of my wedding. I knew the photos would be amazing as the balcony/terrace area & the stairs leading up to the room really take your breath away. I couldn’t believe it when they had decorated our bed for the 2 nights we were there making swans out of towels & putting rose petals on the bed. On the wedding night they had also given us a bottle of champagne which was such a nice surprise. Unfortunately on my wedding night on the dance floor my Achilles heel got torn & I ended up going to the hospital next door to the Hotel (very convenient) The manager & staff at The Victoria which is also part of the Palazzo Capua went out of their way for us. The breakfast is amazing & has everything you could want. We would definitely recommend this hotel & the Victoria as our friends stayed there & we will definitely be back again. Thank you so much.

Date of stay: July 2019
Trip type: Travelled as a couple
1  Thank Escape09212379059
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.
Kevin_Callus, General Manager at AX Palazzo Capua, responded to this reviewResponded 22 July 2019

Dear 698lindsayr,


Thank you so much for visiting us and for sharing this recent stay with all the other travelers.

We strive for every guest to provide a wonderful visit and really appreciate your feedback. I am glad to read that our hotel facilities and services met your expectations. It is reassuring to read that you have received excellent service from our team members who strive their best for our esteemed guests; will certainly share your kind comments with the whole team.

Kindly be ensured that on our side as well, we are looking forward to welcome you back in the property in a not too distant future. Until then and on the behalf of everyone at AX Palazzo Capua, I wish you all the best.

Sincerely,

Kevin Callus
General Manager
info@axhotelsmalta.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2019

Stayed for our anniversary, loads of room, relaxing and comfortable. We got the sun on the balcony for a little time in the morning and a little in the afternoon. Ideal for a romantic getaway. The staff had been excellent

Date of stay: June 2019
Trip type: Travelled as a couple
1  Thank AndreaLouise75
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.
Kevin_Callus, General Manager at AX Palazzo Capua, responded to this reviewResponded 18 June 2019

Dear AndreaLouise75,

At AX Palazzo Capua, we like to adhere to what the hotel's name implies, and treat our guests like royalty.

Your positive feedback on Tripadvisor regarding your stay with us at AX Palazzo Capua has been very well received by the whole team.

May we have the pleasure of welcoming you back for yet more pleasant stays at AX Palazzo Capua.

Sincerely,

Kevin Callus
General Manager
info@axhotelsmalta.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 June 2019

When I booked this hotel, I believed I was booking a hotel that is 5 star, with a spa and indoor pool. I chose the deluxe suite.

On arrival it was nothing but a five star, the suite's living room looked like a box room, stench coming from the toilet. To make matters worse all the facilities that led me to book the hotel was in "another" hotel next door, including restaurant for breakfast.

Our flight arrived at midnight and we were extremely tired, we went down to reception (which was in the other hotel by the way) and asked for our room to be changed, we were told both hotels were fully booked and if they were going to be able to move us it would have to be the next day in the afternoon, but there was no guarantee. I ended up booking another hotel at 1am.

Now to make matters worse they are refusing to refund our money because they are claiming that we were offered an upgrade the following day. Not only was the hotel missold, their customer service is full of deceit.

My advise, don't book the Palazzo

Room tip: All amenities are in another hotel
Date of stay: May 2019
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank toladehin
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.
Kevin_Callus, General Manager at AX Palazzo Capua, responded to this reviewResponded 10 June 2019

Dear toladehin,

On behalf of The Management and Staff, I would like to thank you for sparing some time to post your review on TripAdvisor.

I am extremely disappointed to hear that your stay with us did not live up to your expectations and would like to apologize on behalf of all the team at Palazzo Capua. It is only through your feedback and suggestions that we keep improving our product to ensure expectations are met.

Hope that our commitment to continuously improve will make you change your mind to re-visit our hotel in the future.

Sincerely,

Kevin Callus
Hotel Manager
info@axhotelsmalta.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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