The Phoenicia Experience

Guest Service Directory

Welcome to The Phoenicia Malta.

We are delighted to offer you a diverse selection of services throughout your stay at our hotel. Please do not hesitate to call us at any time should you require any further information or assistance. 

The rooms are fitted with adaptor/sockets, however should you require additional two pin electrical adaptor, for appliances which work with 220W-240W; please contact Guest Service Centre. A deposit of €5.00 will be charged to your room account. This will be refunded upon returning the adapter.

For information and reconfirmation of flights, please contact our Concierge.

The Malta International Airport is located 11 kilometers from the hotel and can easily be reached by taxi. For further information, please contact our Concierge.

Baby Cots are available upon request at no additional charge. Kindly contact our Guest Service Center.

Normal local banking hours are: Monday to Thursday from 08:30hrs to 12:30hrs
Friday from 08:30hrs to 16:30hrs and Saturday from 08:00hrs to 12:00hrs. Kindly ask Concierge for changes to seasonal opening hours.

Our bellboys will take care of your luggage throughout your stay and deliver them to your taxi or limousine when you leave. The bellboy will also be happy to collect and store your bags if you wish to have them stored in the luggage room until your departure.

For birthdays and any special occasion, please contact Guest Relations who will be pleased to assist you with any special requests you may have.

Contessa offers an international breakfast between 7am – 10.30am. Guests booked on breakfast inclusive rates are entitled to breakfast at Contessa.

Should you wish to enjoy breakfast in the room, a Room Service A La Carte Menu will be provided (at an additional charge). 

The use of a computer with internet access is available free of charge opposite the Reception. For any other assistance required please contact our Reception staff.

For rental car services kindly contact the Concierge, who will be more than happy to make the necessary arrangements.

Available 24hrs. For information please contact Reception. Foreign currency may be exchanged at the Front Office cashier 24 hours a day.

Our check-out time is 12:00hrs. Should you wish to have a late check out, kindly contact reception. Every effort will be made to accommodate your request, depending on availability. A late check out charge may apply. Please contact Reception.

Please be advised that Traveler’s Cheques and Personal Cheques are not accepted as method of payment for hotel services. We accept all major credit cards and local and foreign currency for payment.

The hotel will be pleased to arrange child care services. This service costs €20 per hour or part of an hour, minimum of 3 hours. Kindly note that a minimum of 24 hour advanced notice is required. This service is subject to availability. 

All childminders are qualified in early years or have over 3 years experience in the field. They also possess a clean police conduct and are qualified in paediatric first aid. 

Contact our Guest Service for booking this service. 

 

The Reception/Concierge staff will be pleased to provide information regarding churches of various denominations as well as the services held in different languages.

The Club Bar is open daily from 17:00 hrs to midnight. offering a full range of cocktails, drinks, liqueurs, cigars and light bites.

You will find a guest service questionnaire in the stationery folder located in the dressing table drawer. We would appreciate you taking the time to complete the form. The form may be left in your room or handed over to Reception.

Located in the Lobby, seven days a week, 24 hours a day. The concierge is the man ‘with the golden keys’, ready to open all the doors around Malta and assist you throughout your stay. He can confirm your flight, send a package and recommend a restaurant or the best sightseeing tours on the Island.

The hotel has extensive meeting and conference facilities to cater for any number from 10 to 1,000 persons. Our Banqueting Team would be more than pleased to help you arrange any meeting, cocktail party, exhibition, business dinner, gala dinner, wedding, etc.

We accept all major credit cards.

A medical doctor is on call. Please contact our Guest Service Centre if needed. A private doctor’s fee is applicable.

Should you not want to be disturbed please hang the ‘Do not Disturb’ sign on the outside doorknob to your room. Please contact our Guest Service Centre if you do not wish to receive any phone calls.

In our Food & Beverage outlets, the dress code is smart casual.

The electricity supply from the sockets is 220 – 240 Volts. The razor socket electricity supply is 115 – 240 Volts.

In cases of Emergency kindly contact the Guest Service Centre.

To report a fire, dial 0. Calmly tell the Guest Service Agent the location of the fire and if possible, the extent of it. The Guest Service Centre Agent will immediately initiate our Emergency Procedure. In the event of fire, DO NOT USE THE ELEVATORS, use the Fire Exits located in the corridor. A plan of these is placed on your guest room door. Use these exits to leave the hotel. The hotel assembly point is at the square across the road from the hotel, near the statue of Christ the King.


Please refer to the ‘EMERGENCY FIRE PROCEDURES’ section in this directory for additional fire safety instructions. If you are physically challenged, please inform reception in advance so that we can take the appropriate action if necessary. A fire alarm test is held every Monday at 11:00hrs.

Flowers may be ordered through our Guest Service Centre.

We can arrange your golf requirements at the ‘Marsa Golf Club’, which is located 8 kilometers away from the hotel. Please contact the Concierge.

A member of the management team is always available in the Lobby. Should you have any issues during your stay or if the service you have requested does not meet your expectations, please contact our Guest Relations or the Manager on Duty, who will personally help to resolve the issue as quickly as possible. Please remember that we always welcome your suggestions to help us continuously improve the quality of our product and services.

The Dean Gera hairdressing salon is located next to the spa. Open Tuesday to Saturday from 09:00hrs-18:00hrs. For an appointment please call the Guest Service Centre.

A hairdryer may be found in in a grey bag handing in the wardrobe in your bedroom.

The Housekeeper and our team of Room Attendants are here to ensure that your room is as comfortable as possible. Should you find that a lamp is not working correctly, you need extra writing paper, an extra blanket or pillow, a shirt ironed urgently, a lost button replaced or that you have forgotten your razor, please contact our Guest Service Centre who will be pleased to assist you. 

Ice cubes can be delivered to your room at your request. Please contact our Guest Service Centre.

Complimentary WiFi is available throughout the Hotel. For information about accessing the internet kindly ask at Reception or contact our Guest Service Centre.

We would like to assure our guests that no personal data is stored on the electronic keys used for opening guest bedrooms.

The hotel offers laundry & dry cleaning services between Monday and Saturday. Laundry service is not available on Sundays and public holidays. Laundry and dry cleaning bags and a price list are located in the drawer of your dressing table. Please complete the forms, place them in the bags and call our Guest Service Centre for collection. Items handed in before 09:00hrs will be returned by 16:30hrs on the same day. Express service is also available for items handed in before 09:00 hrs. Express Service Laundry is delivered by 14:30hrs on the same day. 50% extra charged applies.

Please contact our Concierge.

Please contact our Guest Service Centre.

The Palm Court Lounge opens daily from 08:30hrs to 22:30hrs serving morning coffee, afternoon tea, light snacks and beverages.

For prompt handling of your luggage, please call our Guest Service Centre.

To send or receive mail, please contact our Guest Service Centre.

A map of the Island and of Valletta can be obtained at the Concierge Desk.

Messages are delivered to your room.

Your room has its own private bar which is replenished daily. Should you require additional replenishments please call our Guest Service Centre.

The local currency is the Euro (€)

A selection of foreign newspapers can be ordered through our Concierge. Please contact our Concierge who will order and arrange delivery during your stay.

The hotel offers a free car parking facility for hotel guests, which is accessible via guest room key. The management of the hotel cannot be held responsible for any damage to or loss from your car. We advise you not to leave any valuables in your car.

Guide dogs are welcome as are small pets. Pets should never be left unattended in the room. Dogs are not allowed in any part of the hotel and gardens without a leash. Pets are also not allowed in the restaurants and in the swimming pool area. Owners are responsible for any damages.

There will be a charge of €50.00 for extra cleaning of the room on departure.

Concierge and Guest Service Centre are able to supply details of pharmacies in the area. Normal opening hours are 08:30hrs – 19:00hrs . A limited number of pharmacies open on Sundays between 08:00hrs and 12:00hrs. Please ask Concierge or Guest Service Centre for details.

A selection of different pillows are available from our Guest Service Centre for your sleep comfort.

Please ask at the Concierge for more information.

Our pool attendants are on duty from
10:00hrs – 17:00hrs during spring and autumn and from 09:00hrs – 19:00hrs during summer. Outside of these hours the pool deck is unattended and for safety and security reasons will be closed at sunset. Pool towels are supplied free of charge and are available from the pool bar. We would like to ask you to please refrain from using the white towels from your room for the pool deck. From time to time during the summer months the pool area is used for evening events. We apologise in advance for any inconvenience that may be caused during our preparations.


Board games and playing cards may be obtained from Concierge and also from the Pool Bar during summer. The pool is heated during the winter months.

Ironing service is available between 08:00hrs and 16:00hrs. Please call our Guest Service Centre.

The hotel offers two restaurants – Contessa & The Bastion Pool Restaurant (seasonal). Contessa restaurant serves breakfast, lunch and dinner daily, and brunch on the weekend. It offers à la carte menus and a buffet breakfast as well as speciality events. There is an eclectic variety of dishes both traditional Maltese and classics with a twist. Our executive chef takes full advantage of the daily catch and features a fish of the day. Dine in the conservatory, the place to be seen in the heart of Valletta:

Breakfast: 7am – 10.30am
Lunch: 12pm – 3pm
Dinner: 6pm – 10pm

For reservations kindly contact our Guest Service Centre.

Available 24 hours a day. The room service menu may be found in your room. Kindly contact our Guest Service Centre to place your orders. A €5.00 service charge applies.

The in-room safe is provided as courtesy for the added convenience and privacy of guests. Pursuant to local law, the hotel is not responsible for the safekeeping of articles placed in the in-room safe. For better security, we recommend that money, jewellery, documents and other valuable items be placed here for safekeeping. 

Secretarial services are available upon request. For more details regarding services available, please consult with our Guest Service Centre.

The hotel is fitted with CCTV security video cameras. Should you require special arrangements please contact the Manager on Duty.

A sewing kit is available in the room, however Sewing Service is available via Guest Service Centre.

A shoe shine mitt may be found in your desk drawer. Shoe polishing is also available from Housekeeping. Guests are requested to place the shoes in the Shoe bag and contact our Guest Service Centre for collection.

Valletta, one of Malta’s shopping areas, is just a stroll away from the hotel. Most shops are open between Monday and Saturday from 09.00hrs – 19.00hrs. Most of the shops are open on Sunday and Public Holidays from 09:00hrs – 13:00hrs please contact our Concierge should you require further information.

All hotel rooms are non-smoking. The Phoenix Restaurant, Palm Court Lounge, The Club Bar, and banquet rooms are all smoke-free areas. Please contact our team members for directions to designated smoking areas within the premises.

Our Concierge has details of the closest leisure center and the range of facilities they offer as well as information concerning other sporting facilities available on the Island.

Stamps may be purchased from the Concierge desk.

If you require a step-down convertor for appliances which work with 110 Volts please contact our Guest Service Centre. A deposit of €100.00 will be charged to your room bill. This will be removed upon returning the transformer.

Shades by O’Hea is located on the ground floor. It is open daily Monday to Saturday from 10:00hrs – 17:00hrs.

We recommend limousines are booked in advance through the Concierge. Taxis are also available from outside the hotel.

Tea and coffee making facilities are available in every room. Should you require extra tea and coffee please contact our Guest Service Centre.

Country codes, area codes and full details of the telephone system are available on the telephone instruction card in your room.

Please consult the TV card in your room.

Should you require extra toiletries or other room amenities, please contact our Guest Service Centre.

Organised Tours and private excursions may be arranged through our Concierge.

Valet service is available for 24 hours. 

We cannot accept responsibility for personal belongings left on the premises. Valuable items may be left in the deposit boxes found in your room.

Voicemail facilities are available on your telephone. Please consult the telephone card for instructions.

Early morning wake-up calls may be programmed through your telephone or booked through our Guest Service Centre.

Free WiFi is available in all our, rooms, restaurants and bars on the ground floor as well as at the pool area. Kindly ask at reception or contact our Guest Service Centre for login details.

Contact Numbers

Our friendly team are happy to help in any way possible, no matter what your enquiry may be. 

Fire Safety

Precautions

  • Investigate our safety features.
  • Locate the nearest fire exit and know how to get there under adverse conditions.
  • Know how to open and unlock your door also in the dark.
  • Always keep your key in the same place, close to where you sleep.
  • Do not carelessly toss lit cigarettes or matchsticks into bins.
  • Please do not smoke in bed.

Action in Case of a Fire

  • Stay calm.
  • Notify our Guest Service Centre Immediately (0).
  • Touch your guest room door, if hot DO NOT OPEN.
  • Place a wet cloth over your nose and mouth.
  • Keep yourself wet.
  • If you leave your room take your room key and proceed to the nearest fire exit.
  • Stay beneath any smoke by crawling if necessary.
  • DO NOT USE ELEVATORS.
  • Go downstairs and out of the building by using the fire exit, the assembly point is on the square across the road from the hotel.
  • Close all doors behind you.

How to Survive

If you have to stay in your room:

  • Fill the bathtub with water.
  • Wet sheets and stuff them around the door.
  • Block vents that are emitting smoke.
  • Stay low if there is smoke in the room.
  • Keep a wet cloth over the nose and mouth as a filter.
  • If the door and walls are hot, bail water on them with a container.
  • Call the Operator (0), give your room number and explain that you are in your room.
  • Stay calm.