Grand Hotel Resort&SPA Ma&Ma - Adults Only

Felt like a 3 star hotel masquerading as a 5 star establishment! The overall experience is marred by poor general service and leaves much to be desired. The staff (with the exception of the pool and luggage staff) lack basic courtesies and hospitality. We plan to return to Sardinia but will certainly be skipping this hotel.

The Positives:

*Breakfast:* The spread was excellent, offering a variety of fresh and delicious options each morning.

*Poolside:* The poolside service was exceptional. Staff were attentive and friendly, making the pool area a standout feature of the hotel.

*Rooms:* The room and notably the bed, was comfortable and well-maintained, with a charming, albeit traditional, decor.

*Room Cleaning:* Housekeeping was top-notch, ensuring rooms were spotless and well-organized every day.

The Significant Negatives:

*General Service:* The service throughout the hotel was abysmal, except at the pool. Whether at reception (Marco was polite though), the spa, or the breakfast area, staff were unaccommodating, condescending, standoffish, and made us feel unwelcome and uncomfortable. This stood in stark contrast to the very friendly and welcoming service we received everywhere else in Sardinia.

*Views:* Given that La Maddalena is known for its stunning vistas, the view from the poolside is underwhelming as you are surrounded by large rocks, with the exception of a small deck with great views but uncomfortable seating.

*Air Conditioning:* The dated AC in the room does not let you adjust the fan speed, which is bizarre for a hotel of this supposed stature.

See below: the interesting part is the answer form the GM of the hotel:

Our impression: Overall, we were more than disappointed. Here just a couple of reasons:

No hotel or location instructions or any warm welcome at arrival. Standard „hello“ plus a standard Prosecco, which supposed to be a „welcome drink“ and that was it. This was so poor and freezy. We have been in several 5-stars locations around the globe to compare. But this was a real new experience for this kind of classification or rating as a „grand hotel“.

Our room No. 304 was and is not as we have booked, there is no partial seeview. You guys are just ignoring your ratings. Just to remind: the „Frankfurt“ table is allowing up to 15% off for this kind of misleading information only. The alternative room, which has been offered was more than inappropriate. Also with a surcharge, which made us speechless.

The „sorry bottle“ of Spumante, serving „without“ a second glass is also „very interesting“ (as one broke).

The Jacuzzi Pool was just to loud and a manual switch-off impossible, only a use of a wet fuse (very unsecured & dangerous method) could stop this noise. The dirt has been claimed as well. The balcony is so poor. Just two uncomfortable seats/loungers, nothing „inviting“ or any color. You really better stay in the room than being spotted from the neighborhood on this poor piece of concrete material.

Your staff seems, with only very few exceptions (William), totally demotivated and unfriendly. The service at breakfast was a disaster of unfriendliness and pure ignorance. This is not even worth a 2-star rating. They only speak to remind you that the service will close in 5 min. Every morning we went away with a bad experience. You should know: „Service & kindness“ is the key.

No shuttle available to the center.

Even the housekeeping is not managed, they left dirty cleaning rags and used napkins on our table (these napkins were full of red wine, which we don’t drink).

Your „dark“ SPA with a very interesting „hygienic standard“ is not recommended at all.

Anyway, we love this beautiful island, but this kind of „advert vs. reality“ of your hotel leaves us with a real bad taste.

Now the answer:

As General Manager of Grand Hotel Resort Ma&Ma, I would like to thank you for choosing us for your stay in La Maddalena.

I do very apologize for the email received.

I find the tone of your letter a bit disrespectful towards the staff who works here (around 90 people) that, with passion and love, try to assist all our guests during their holiday always with smile and professionalism, trying to fulfill their requests.

You could only have told that the hotel did not exceed your expectations.

As always, we take into consideration all comments which allow us to improve and exceed the expectations of our guests, returning year after year.
Instead, you went further denigrating the work of our staff. I regret that you found them unwilling to go beyond their normal daily routine. This is not the comment we are used to reading as we always receive excellent feedbacks for our efficient staff.

Sorry to contradict your opinion, which does not completely match with our company policy and with the way we like to treat our guests.

Finally, my personal point of view, reading your feedback, is that I think that you didn’t like anything about this hotel from the first very moment.

I’m not sure if you have tested a spa treatment, or a drink at pool bar, neither a pizza in our Pizzeria…anything of that…..

I stay at your complete disposal should you need any further assistance, and I take this opportunity to send you my warmest regards.

General Manager