This hotel service is HORRENDOUS! We arrived early at 1130am and were told by front desk staff they would do us a solid and prioritize our room with the cleaners to accommodate an early check in which was greatly appreciated and unexpected.. until it got to 530pm and we were still waiting in the lobby for the room to be cleaned (check in policy is 4pm). The “manager” was extremely condescending and instead of apologizing, opted to provide excuses and bad mouth us and numerous other patrons waiting for the late rooms before becoming flustered and abandoning the front desk to go to a back room. Plamina (manager) and Javis (front desk supervisor) continually returned to the front desk joking with each other while no less than a dozen upset guests continued to wait for an unacceptablely late check in, most of whom were traveling from lengthy abroad destinations and tensions within the lobby continued to rise. I asked at one point what Palmina could do for us, and she mentioned she responded with allowing for an additional 15 min at check out in a rather unexpectedly rude tone - keep in mind this hotel has a rooftop pool/patio/bar and a spa, both of which would’ve been great options to occupy guests while comping some cost associated while they sorted out the room issues; instead excuses and condescending remarks were provided to each enquiring guest. This may be the most laughable four star hotel I’ve stayed at in two decades of international travel in 50+ countries - and it far exceeds the cost of most. The hotel itself is fairly modern, and once we received our room it is quite nice. It certainly doesn’t offer much privacy from your partner with a glass bathroom and presents a mirrored roof if you’re into making home videos or whatever you’re into. By no means is it inexpensive, but it does have a decent view and the rooftop pool is nice. Again, the most unfortunate concern is the staffing does not measure the aesthetic. I would also not recommend the spa as the pool/hot tub area is grossly humid, floors do not properly drain, and there is visible mold climbing the walls, but it’s hard to see with the limited availability lighting. I would recommend using the rooftop facilities as day use (although unsure of cost), however I’d otherwise choose a dozen other options in the area prior to H hotel if visiting again. Oh, and nearly 10h later I’m STILL waiting to speak with the GM about our experience.. 1/10 and would certain not recommend a stay here. If the GM actually reads their reviews, cmon up to 1706 and I’ll happily fill you in with our trash experience!

Don’t stay here. It’s all a dishonest practice, none of what they advertise is true. Like all other guests, we were rebooked to another hotel ‘h hotel’ and had to stay there for 2 nights of 5 in August before we found another hotel not affiliated with this disaster. The entire ‘establishment’ is frequented by shady people (look up the history of the street and the hotel and you’ll find there have been several serious crimes here). The worst part was the noise, for two nights we didn’t sleep and the hotel refused to move us to the tower we booked always saying we had to wait for the general manager - this is all a lie, they just keep blowing you off. Avoid unless you want to ruin your trip

The only good aspect is the localization. The service is awful . They don't clean up the rooms. I asked 3 times Clean towels that disappeared from the room. In the spa they don't have also avaiable towels. You have to go to the reception completely wet after take an elevator to get them. The reception is the same of nothing. Obs:H hotel is the same owner. They are connected. I recomend staying at Be hotel just in front and newer. Never again.

The hotel is super noisy. drunk people everywhere. you cant sleep. my wife is pregnant and we came to relax. no where in the information its mentioned that even with close windows you have party all night long. i asked to change hotel , i have been told to contact booking . i booked many times, never had a problem with any accommodation, but this is simply not good. Different room were showed to us. But even with close window its a nightmare. Booking.com told me its up to the hotel to decide. First they wanted me to pay 3 nights as a fine. Booking helped at they end They did charge me a full night for leaving earlier than the Booking dates. Not customer friendly, sure you can leave but pay a fine for choosing noisy hotel. When you pay that kind of money for a room you expect service. Calm and relax time. Disappointed.

This was the worst property i've ever been too. We arrived at 8am after 2 hours sleep and had to wait til 4pm to check in. Even though the room cards were ready and they said they would "call us" but never did. The problem was there were 30 odd people waiting to check in at 4pm and the lobby looked like an airport terminal after a cancelled flight. Once we did we discovered the key cards didnt work and each time you need to access the room, a person needs to scan you up and escort you to.your room. So imagine coming back at 11pm with 1 staff member on and a wait of 35 minutes to get to your room and then our blind was broken and we had basically a solar eclipse in our room. Honestly the worst experience ive ever had at a hotel and ive stayed in malta 10 times before this. For the thousands we spent i am absolutley and utterly dissapointed in the staff, assistance, room quality and effort to get to my room. Also the room wasnt even what we paid for. We booked a room with a sauna not a jacuzzi!! I couldn’t even be bothered raising that as the staff clearly have no idea what-s going on and very little care or concern for their guests. Honestly id like a partial refund or would be happy to check out and go somewhere else.

This hotel was clean. The staff were friendly and accommodating. As a black person, I felt no ounce of racism. At Hugo Hotel you’re 2 minutes from the shopping centre and 2 minutes from a small beach. What more could you ask for? Oh and the food and room service was excellent.

Hotel is nice, customer care less so, they charged us for my girlfriend starting her period in the bed. Not only shaming and uncomfortable for her but also incrediblely harsh. Imagine how she felt during this conversation being told she damaged the bed. It’s not she broke a mirror or anything. On top of that we bought a hot tub room which leaked all across the room, they fixed it but that’s just met with “things break, it’s fine now so no issue” - they withheld entry to our room until this was paid. the hotel is nice but overall trip so far very disparaged by that experience and not ideal for a birthday trip. The manager asked me to smile after this as I was obviously unhappy? Don’t understand that

If I could rate them ZERO I would . I am writing to express my deep dissatisfaction with the service we received during our recent stay at your hotel. Unfortunately, the experience we had was far from satisfactory, and I believe it is important for you to be aware of the issues we encountered. Upon arrival, we were shocked to discover that our room was flooded, and this was not due to the shower. Despite our concerns, the staff at the front desk were incredibly unhelpful and dismissive, telling us that they would simply call maintenance and nothing else. We were extremely disappointed by the lack of care and attention shown by the staff in such a difficult situation. They offered to give us a room which would have been a downgrade to the room we already had. When we spoke to the manager, Pamenla, she initially refused to help us, and it was only after we persisted that she finally agreed to provide us with a new room and some free drinks. However, we were extremely disappointed to learn that this would not be possible until the following day, when Pamenla was off duty. It was only thanks to the assistance of Pallavi that we were finally able to get a suitable room, and this was done in a quick and efficient manner. We were grateful for her help, but we still feel that the service we received overall was unacceptable. In conclusion, I believe that it is important for your hotel to take these issues seriously and to ensure that all staff are properly trained to deal with such situations in a professional and efficient manner. I hope that you will take appropriate action to address these concerns and to ensure that other guests do not have to endure the same experience.

Overall, quite disappointing. We didn’t get our value for money, and there were a number of things that went wrong. This has the potential to be great, but we experienced serious flaws. The check in: we arrived on a hot and humid evening post plane trip with our luggage at about 7pm. The hotel server was down, so we were told immediately that our key cards won’t work until it was fixed. This was all fine, we completely understand that technology can go wrong. The issue was that the hotel did not have any efficient strategy in place to combat this with new arrivals despite is being over 24 hrs since the server went down. We needed someone to take us to our room, scan the lift and our room door for us to get in. We waited in the lobby over 30 minutes for this, and when they eventually gave us a staff member to take us (after we had to prompt several times), this staff member didn’t have access to the floor and so we bounced around from 0 to 11, eventually to -1, where we had to carry our bags up stairs to reception on 0 to wait to do it all again. When we informed them that it didn’t work, they first tried to brush us off and say that someone would be there soon. This was over an 1 hr of waiting at this point. We then had to clearly state that we were not happy with this, for them to eventually bring another staff member from the back to take us to our room. They apologised but couldn’t understand that we weren’t upset about the server being down (of which they had no control as was reiterated by several staff members), it was how they were “managing” the issue. They should’ve brought more staff on during the server being down as bellhops, or dedicated the lifts to manual override, or worked out another solution. There was just no plan in place. No compensation was offered. The room: We booked a Elegant room with “town view”, however the “town” apparently is the inside of the hotel (see photo). The rest of the room is how it appears in the pictures. The cleanliness, however, left a lot to be desired as there were clearly pubes in the shower when we arrived (yuck). The TV is a good size and position, however it has no netflix / internet compatibility which is a shock for a “luxury” hotel. Also, most of the TV channels don’t even work. Complimentary bottles of water is nice when it’s hot out, though. The bed is comfortable, and the room gets very dark easily. You can definitely hear music from the rooftop every afternoon/evening/into early am as there is very ineffective noise reduction. This isn’t an issue for us, we’re 25 and sleep easily but wouldn’t recommend it for anyone who this would be an issue for (we deliberately have told our grandparents to not stay at this hotel or in St Julians on the main club strip). Housekeeping is great during the stay and the modern buttons for do not disturb are a nice luxury touch. The facilities: the infinity pool on level 11 is nice, has a good view but the cocktails are disappointing and expensive (not worth it). The pool towels provided are good. The pool on level -1 is heated and clean, however serious safety concerns as it overflows on the tiles and it is VERY easy to slip. There is also very extensive mold on the ceiling, walls and skirting. The pool room wallpaper is bubbling/peeling from the moisture and the only way it is swimmable without being super grossed out is the fact it is very dimly lit with only pool lights. The location: very central, very close to nightlife and restaurants. If it’s your thing to be that close (it works for us as young adults) then the location is perfect. If not, you really won’t like it’s location - probably stay closer to Sliema or Valletta.

Guest check in was so pleasant as we were very early and had to wait for our room. We were told we could us the pool as we waited. The pool was beautiful and lovely views. It could of used a bit of cleaning the pool itself... The staff in the pool area from Amika, Joston, Jibon and Krishan were amazing! Remembered your room number and were so friendly! It seems they have a shortage of towels as it was hard to get clean towels. When they serviced the room they only would leave one towel. The rooms are very swanky and dark so you can definitely loose track of the time in the morning. The breakfast that is included was delicious! It's definitely not for kids and the noise level at night is a bit loud. Also hard to get in and out of the pool as they don't have stairs and no railings.

I have very mixed feelings about my stay at this hotel. On the one hand, the elegant room with a balcony I had was excellent. The bed was very comfortable, room and hotel amenities of a high standard, and the service from the staff was excellent; no complaints there at all, in fact, the staff were commendable. However - and this is a BIG "however"! - the location of the hotel detracts significantly from having a pleasant stay there. Of the four nights I "slept" there, I only had one decent night's sleep. The noise that begins to blare from the Paceville streets at around 8pm does not cease until at least 4am and can be clearly and distinctly heard through the so-called "double glazing". If you enjoy having club beats and constant shouting in your room all hours of the night, you're in for a treat! But if you'd prefer a good night's sleep, I'd highly recommend somewhere else. Again, this is a shame because the hotel is very good indeed. A pity it's in this location. (Additionally, if you have children, avoid the area: "gentlemen's clubs" literally line the streets for the entire block.)

The hotel was modern and clean and room was spacious and nice touch to have the jacuzzi bath but unfortunately sleeping in the room was like we was in the middle of the nightclub and I could hear every song until at least 1am every night and some nights 3am. Another disappointment about the hotel was the way the rooftop pool and bar was managed, they allowed people to reserve beds yet people were not arriving until 3pm to sit on them, the service is very slow and most of the waitors don't even look for customers instead wait to be shouted at but if you go to the lift door to go to the room etc they chase you down like you've stolen the crown jewels and make you feel very uncomfortable about the bill and is so unorganised that once I'd signed the bill with one waitor and went to my room to then have a different waitor knocking on my door 10 mins later because he had set up his own tab for me which was not a nice experience. The hotel should just make every guest sign for every order they place rather than allowing people to build up huge tabs if your worried about not getting your money rather than making guests feel uncomfortable. The bathroom doors are made of clear glass meaning there is no privacy at all in the bathroom and also in the room I had there was no natural light making the room very dark. Finally when I mentioned all these points to the staff their response was "Ah thats not good, we get alot of the same complaints, sorry to hear that" so clearly I am not the first to mention this and likely not to be the last with this attitude.

Great Hotel, staff friendly and hotel very clean. However, I stayed there on the 21st February and I am still waiting on my €200 deposit to be refunded to my account. I have sent 2 emails to reservation email from original confirmation email and no reply. It really is not an acceptable amount of time to have my own money returned to my account. A holding deposit should be returned at the earliest..

Very clean, very friendly staff. Modern room with good amenities. Great location as central to most things and buses are great. However fully sound proof rooms would have been ideal as it is a lively part of town and you can still hear some noise when sleeping. Best member of staff by a mile is Bishal.

This is my second time coming back to Hugo’s Boutique hotel as I loved it the first time. But quite disappointed this time. The room was absolutely boiling and with only 1 window, there was hardly any air in the room. We was shocked to find out that there was no air-con available, only heating, which is surprising in mid March when the weather was averaging 20 degrees and sunny everyday. We asked the front desk several times about the air-con for them to tell us it was simply out of their control and that the whole hotel was on ‘heating’ mode which could not be changed. Because of the boiling room and lack of air-con, we were forced to sleep with our window open which meant hearing the clubs and people till 5am and then the cleaners after. This meant a complete lack of sleep for the whole week that we stayed there. Really disappointed as you don’t expect this when paying this amount of money for a luxury hotel. Apart from the lack of sleep from a hot stuffy room and loud noise, the hotel itself is beautiful and the staff are lovely.

This hotel was extremely clean with great customer service and close to all amenities. Our room cleaner Chanrda was very helpful and setup some nice balloons etc in the room for my wife's birthday. My only complaint would be some of the guests can be loud but we were right by the lift, also you can hear the nightclubs till late (2/3am). This didn't bother us as we were out most nights but it's something to consider if you wanted a relaxed break. The swimming pool and spa services were awesome and swimming pool use is part of the hotel stay. Would definitely stay here again.

Great place and good breakfast. Was actually surprised how quiet the room is taking into consideration the amount of music and noise from the street below. Oh btw mirror over the bed 😉

Had the most wonderful stay at Hugo’s. Unique style of hotel in great location! You are in a middle of St. Julian’s, surrounded by bars, restaurants , beach near by too. Room is perfect, great breakfast and staff is lovely especially Teo. Highly recommemded!

Absolutely WONDERFUL! From the moment I got to the hotel, I was greeted and treated so well. Jenis, the front desk supervisor, was able to check in multiple guests in the lobby at once, with a smile on his face. Krishn, the reservations manager, personally came down to greet me and assisted in getting my room ready. He also took the time to help with my lost luggage, and called the airport over and over until it arrived. Truly amazing service! Luke was kind enough to offer me his own adapter for my computer because I had forgotten mine. Noel, their restaurant and bar manager, ended up getting me an adapter, and offered to help me with anything I needed during my stay. He went above and beyond to answer any questions I had during my stay. Gaurav, one of the waiters downstairs and also at Infinity was excellent. This staff is top notch! If you are looking for a quiet, secluded place, this probably isn't the hotel for you. But otherwise, Hugo's is amazing. The location is amazing for every place to eat and to go out. There is a shopping center across the street. The bay view is beautiful. And every place I went with the Hugo's name, I was treated so kindly. I am very grateful for this staff for how they were so accommodating. I will be back many times.

Oh my...where to start!!! 2 stars only for the hotel amenities, room decoration and staff friendliness. The Hugo's Boutique hotel is located in middle of Paceville surrounded of several discos/bars with extremely loud music until 5h, 7 days a week!!! It's like trying to sleep inside a disco and the base sound shakes the walls of the room. Independently of the room and floor that you stay. After complaining in the reception they gave us ear plugs!!! We couldn't sleep at all, even with noise cancelling headphones. The next day we were moved to another hotel from the chain only after complaining to the travel agency. It was slightly better but also very noisy as all the area around St. George Bay! The same happened to other guests during our stay. Perfect if you want to party, a nightmare if you want to rest. It's quite disturbing to see so many fake/bot reviews regarding this hotel.

Gorgeous building, and it only gets more breathtaking when you walk in. High quality rooms and high quality service. We've enjoyed the infinite pool, the spa and the food at Hugo's Hotel. Just has it all! Definitely the hotel to stay when in Malta.

The hotel is modern, chic and has the best location. Breakfast was fantastic and the rooftop pool has an amazing view.Staff are very accommodating and helpful. Stayed for 2nights for our honeymoon and thanks to Teo for the the room recommendation and for looking after us during our stay. The amenities and the room was lovely especially the black and gold theme.

Most beautiful hotel i have ever visited! Its located in the heart of the st.julians (for me its the most beautiful city in the island), 2 mins from hop on hop off buses, from the bay and for many restaurants, bars, shopping mall! The design of the hotel is fantastic, the rooms are crystal clears and the breakfast was very tasty and gave you many many options to select! Last but not least, litterly all people of the staff were more than polite and helpful! We enjoyed our staying here! We will definetely come again!

Very good hotel, clean tidy and worth every penny. Very central in the main strip, great restaurant downstairs too! Highly recommended

Gorgeous hotel! Staff was incredible, and the room was extremely gorgeous. I also went to the spa at the H, lovely experience overall! Will definitely be back

I stayed in this place last week with a group and we arrived late evening, and the front desk was very professional and polite .. I would strongly suggest and recommend this place. Clean, organized and very accommodating.. staff is very nice.

Hotel room, furniture, design and food was Fantastic however service was very poor during our stay. Will surely not visit again. I hope this is well reviewed by Hugo Hotel management.

Do not book your vacation with Hugo in Malta! I still cannot believe their attitude towards their customers. They refuse to reimburse me or even give me any kind of voucher or compensation for the booking that was cancelled not because of my fault. This only shows how much they care about their customers! I suggest that you never book anything with them. They keep throwing me back to the booking agency, but they insist that the hotel is the one refusing to refund or offer a voucher for this cancelled trip. What kind of attitude is that? To just keep our money although all flights were cancelled and there was no way to use this booking. What a bad way to run a business! H Hotel in San Ġiljan Booking Id: 120-445172 Check-in Thu, 2 July 2020 from 16:00 Check-out Mon, 6 July 2020 until 12:00

Love this place. Highly recommended. Everything is perfect. Such luxury. Perfect view. Best hotel on the island. All staff very friendly. My favourite place.

Best budget hotel in malta.

Very nice and luxury hotel ! The best one with good service. Ranjita, Ranpool et all the receptioniste guy were so respectul and brilliant with us. Big thanks. From you're 3 french parisien ✅👌🏽 We will never forget our stay there.

Worst experience ever, shower doesn t work. Staff is nice but hotel service is really not worth the price of rooms. Noisy all day a d night, broken window and very very uncomfortable

Wonderful adult only hotel. Great staff and in a good location

Stayed here last 2 days in November 2022. Check in was excellent. Very friendly and professional. Although I was a bit early my room was ready and I was in my room in 10 minutes. Room was on a high floor as requested, looking back to Paceville Plaza. Wonderful bed and a shower to die for!! Checkout was seamless. I was very happy with my stay! Thank you all and good luck for 2023!

I enjoyed the hotel itself, but the problem I have with this hotel was when I attended an "All White" pool party - When I ordered a beer and was digging in my pocket to get the correct coins to pay, the bartender grabbed the beer from my hand and drank from it - then handed it back to me! Apparently I was taking too long to give him the right coins. It was dark (black lights on) and I couldn't see the correct coins quick enough. When I complained about him drinking from my beer, they told me I had to leave. *I'm a US citizen and not super familiar with all the different denominations of coins in Malta. Either way I'm willing to bet I didn't spend more than 45 seconds trying to figure out which coins to pay with. Completely unacceptable behavior from the staff.

Amazing stay. The whole staff was really kind and helpful. Big thanks to Pahavi, Mario, Ali and Monsieur the Guest Manager. I will certainly stay again and recommend :) Anas

If your thinking of Malta this is the best hotel to stay at. Very friendly and very caring staff. I would like to give this place 10 stars. They have all food varieties next door to each other all belonging to Hugos brand whether it's burgers pasta or pizzas. They have saved me alot of money by finding me all the best places for bargain prices. Thank you Hugos Boutique hotel. Will miss this place.

Wasn’t the best experience, considering paying premium price for a suit. The toilet wasn’t functioning the first night and the noise from the bars/clubs down the strip was a huge turnoff. Management was trash, they never showed concern or empathy considering the situation. Sam at the reception was awesome, the spa & rooftop bar/pool are decent. FYI, there’s construction ongoing near the hotel and the vibration coming from the construction wouldn’t make it easier to sleep.(No fault of the hotel)

Staff very unfriendly and argumentative on several occasions during stay, when we arrived was asked for a 250 deposit put of nowhere...no prewarning after booking nothing so totally throws you once you arrive...rooms not ready till stupidly late, (dinner time) so your expected to stand in the lobby and rummage through your suitcase with someone standing over you watching...extremely humiliating!! Rooms are unreal...Nice but clearly designed with couples in mind...chains on the walls...mirrors on ceilings...tissues on bedside tables 😳😂...Great if your a couple...go to the pools its all set up in two's for couples again...extremely uncomfortable when your a single person....if your young then this is the hotel for you...im only 35 but felt like I was a granny on love Island when I went to the infinity pool!!! Will never return but was an experience!! Might suggest house keeping clean rooms in the mornings...not at the times people are showering/getting ready for dinner totally impractical!!!

Stayed here for 4 nights! Very modern and clean! Could be a bit noisy in the evening us if the party street next door, but soundproof system is great, the sound is negligible!

Nice room but you can’t sleep if you’re not deaf. The room is extremely noisy due to pubs and clubs downstairs. The receptionist offered ear plugs which means it’s a common issue last for a long time.

Our stay was perfect, could not imagine better. We are from paris, and we came for 4days in Malta, the hotel is just like the picture, no lies. Everything we expect, great accommodations and location, rooms and bathrooms on top 👌🏾 The outdoor pool was closed because we are on december but the Indoor pool is phenomenal ! very hot and so relaxing, same for sauna, hammam Hosts were so nice, kind and all professional. specially ARSHAD who much cares about us and our stay in. We recommand it 200%