The Gomerino Hotel

The Gomerino is among the best hotels we've ever stayed in! The staff were wonderful...friendly, courteous, welcoming and nothing was too much trouble. The rooms were immaculate and its location is simply fantastic. Within a 500m radius you get the vast majority of Valletta life from cafés to concerts and churches to nightclubs and the views from the roof top pool and garden are amongst the most dramatic in Europe overlooking the Grand Harbour. In contrast the sub- terraneum pool and spa are a tranquil escape. To top it all, despite its fantastic location in a busy capital city, The Gomerino is almost silent at night. A fantastic holiday thanks to The Gomerino.

Excellent hotel in central location. Clean and well organised. Very friendly and helpful staff. Great view across the harbour from rooftop.

If I could give Gomerino Hotel in Malta zero stars, I absolutely would. What should have been a wonderful hotel experience turned into one of the most frustrating and disappointing experiences I have ever had with a hotel. Not only did my AirPods go missing under extremely questionable circumstances, but the lack of communication, professionalism, and accountability from management made the entire situation significantly worse.

During my stay, I accidentally left my AirPods in my hotel room. Upon realizing this, I immediately contacted the hotel and provided specific details about exactly where I had left them. I made every effort to help the staff locate and retrieve them.

What happened next was particularly concerning.

Through email correspondence, the hotel acknowledged that only authorized hotel personnel had access to the room. According to their own statements, nobody outside their staff should have been able to enter the room after my departure.

Despite providing the exact location of my AirPods, I received a phone call informing me that they could not be found. Just moments after that phone call, I received a notification showing that my AirPods were moving and had exited the hotel building.

Let that sink in. I was told my AirPods were nowhere to be found, yet almost immediately afterward, their location indicated on 'Apple Find My' that they were being moved out of the very building where I had left them.

I have documentation supporting this sequence of events, including the location notifications, timestamps, and email correspondence with the hotel. Unfortunately, the missing AirPods were only the beginning of an even more frustrating experience with hotel management.

From the beginning, I repeatedly requested the appropriate email address to formally document the incident and provide the supporting evidence. Despite contacting the hotel every couple of days, sometimes day after day, trying to obtain updates and resolve the situation, I was repeatedly given an incorrect email address.

For approximately a month, I continued following up, believing I was doing everything necessary to communicate with the appropriate department. It was not until roughly a month later that I was finally provided with the correct email address to submit my information and documentation. And even after finally obtaining the correct contact information, it took several additional weeks to receive correspondence from the actual hotel manager.

Think about how unacceptable that is. A guest reports missing personal belongings, provides the exact location where they were left, presents location tracking that raises serious questions, and then spends weeks repeatedly calling and requesting assistance, only to be given incorrect contact information and delayed responses.

At no point should a guest have to work this hard to receive basic communication from hotel management.

What makes this experience even more disappointing is that, despite the documentation I provided, the hotel continued to deny responsibility without offering what I consider a satisfactory explanation or transparent resolution.

I understand that belongings can occasionally be misplaced while traveling. Accidents happen. However, there is a significant difference between an honest mistake and a business repeatedly dismissing a guest's concerns when presented with documented evidence that warrants further investigation.

My biggest issue is not simply that my AirPods disappeared. It is the way this hotel handled the situation afterward.

The repeated phone calls, incorrect email information, weeks of delayed communication, lack of urgency, and continued denials demonstrated a level of customer service that I find completely unacceptable.

I should not have had to spend so much of my personal time chasing a hotel for answers, particularly when I had already provided the information necessary to investigate the incident.

When traveling internationally, guests place an enormous amount of trust in the hotels they choose. We trust that our belongings will be respected, that staff will act professionally, and that management will take legitimate concerns seriously. Unfortunately, my experience with Gomerino Hotel left me questioning that trust entirely.

I want to be clear that I am not claiming to know who physically moved or took my AirPods. However, the fact that their location showed movement out of the building moments after I was informed they could not be found, combined with the hotel's statements about who had access to the room, raises serious questions that remain unanswered.

I have retained documentation of the incident and my attempts to resolve it.

To anyone considering staying at Gomerino Hotel in Malta: I strongly encourage you to take my experience into consideration. A hotel's appearance, location, and amenities mean very little if management cannot provide transparency, timely communication, and accountability when something goes wrong.

What could have been resolved with professionalism and genuine concern instead became a prolonged and unnecessarily stressful experience.

I would never stay at Gomerino Hotel again, and I cannot recommend this property to anyone who values security, honesty, and responsive customer service.

ZERO STARS. Extremely disappointing management, unacceptable communication, and a complete failure to properly address a serious guest concern.