After several visits on this property I was expecting some improvements...very few unnoticeable.
I have stayed this august with some friends and could say that I was very disappointing.
First, not enough parking lots - old problem. They managed to add few more on the right side. Thinking that they are sharing this area with the Helios Spa *** it is not enough...2 hotels on 20 parking lots?!
Second, the rooms were not ready in time...when we arrived at 13:00 they said that they will have it ready by 14:00 (the international official Check in time) but we got the rooms at 15:00 after insisting at the Reception that we are tired and we want to shower and get rest, as we were in vacation... Very bad reception and guest service staff.
- they were all the time overwhelmed by the work volume; (1-2 on shift with no manager's or supervisor's presence in the front desk area)
- they were not smiling at all;
- they were not making eye contact;
- they don't know Hilton Standard, HHonors member's benefits;
(Small parentheses: I had to pick someone from Grand Mellia Hermitage - i am not comparing the hotel's but involuntarily you notice the human touch of the second hotel. The girls at the reception there were perfectly speaking English and French, they were very professional looking and acting...just interact twice with them and they really made me say: WOW, thank you! Never happened at this so called Hilton Hotel :( )
From the check in experience i only recognized the cookie being part of Hilton Standard. Disappointing. The rooms even we had it on the same floor they were totally different. It might look good for the diversity but it looks awful when one has soap and other does not.... Every room was missing something. When i dared to ask for shampoo and shower gel for the second person i was told that one small hotel bottle should be enough for 2 persons!! Come on...the next day i bought my own.
Even the girl at the reception told us that the rooms are ready, in one the maids were just entering and was very very dirty and bad smelling so I had to ask the reception to find us another one, especially that the person supposedly staying in that room is asthma suffering. She was already nervous so she called her manager (a very nice elder lady responsible with rooms division). I have explained her the situation and after trying to convince us to wait one more hour for that room she finally gave up and find us another room, nicer and bigger. After personally coming to show us the room, she made sure that the maid knows we are "special" guests so from that moment on that room was very kindly taken care of :)
We stayed for a all week, some of the rooms were frequently cleaned, some were not...towels were changed upon maid's mood, sheets were never changed in a full week even we asked for it several times...they just did not wanted to. That was really inappropriate for a 5 star Hilton Hotel...and unacceptable. Some of the rooms had bathrobes, some not, same with the clothes drier on the balcony...only the chosen one had one.
Regarding the food and the service in the restaurants, waiters were so active and hard working that you never had the time to notice something was missing from the buffet otherwise never asking you if you would like a coffee or a tea or anything, they just ignore you. This is not Hilton hospitality.
Internet WiFi was available in the lobby and at the pool but the coverage was not all the time good. In the rooms you only have cable internet available with is not that convenient. The PC room in the lobby has now 2 computers instead of 4 that they had last year but same thing, all the time there are guest's children playing on it...even at 3 in the morning :)))
The pool - another story.
They have 2 outside pools (actually one is Helios Spa's and an inside one). The Hilton outside pool is the right one as you exit from the Reception and has wooden chairs and mattresses. It is quit and nicer than the main one shared with Helios Spa. The second one was the pool for animation main activities, all the time busy and crowded. If you want to get a chaiselongue you need to get up very early. At 8 everybody is "reserving" a chair by putting their towels on and after breakfast they are going for another nap coming by the pool after late 11.
The "lifeguard" guy was very rude and arguing with the clients. One day, me and my friends we were laying in the sun on the second line of chairs (first was "reserved") out of 2/3. We were 9 people and once a fat Russian with his family came at around 11 and opened the big umbrella that put us almost all in shadow...without asking without anything...we kindly asked him to close it as we were laying there for the sun, if we wants shadow they should find another place, as there were free chairs in the shadow. He was not speaking at all English and he gave tip to this "lifeguard" Bulgarian guy to came and "solve his problem" as he was speaking both Russian and English. He was very rude and unpolite with us insisting to open the umbrella even if we were 9 and the Russians 3. Of course we did not let him so after 30 minutes of arguing and offering them the umbrella and showing another spot were they could stay they finally decided to leave us alone. When I asked his name in order to write a complain letter to the manager's he got really angry insisting to join him at the Reception...I told him that we should find another job, he was nothing to do with tourism and hospitality.
In the last day they insisted to charge us for all rooms another 7 leva per hour for late check out even if we were HHonors members and this is a benefit that we have everywhere in the world...It wasn't a problem of availability as you might think...if you have 7 leva suddenly there are rooms available after 12:00. Very rude and unpolite way of saying goodbye, they called us at 11:00 saying that in 30 minutes we have to release the rooms as they are expecting a group and they need time to clean it. I kindly explained them that i have checked in at 15 instead of 14 so will leave the room at 12 (not at 11:30) even if they deserve it at 13.
A very bad hotel and service experience so CHOOSE SOMETHING ELSE ! Think about the fact that you are there in vacation and you need to feel comfortable and welcomed and you need to be pampered...make yourself a good and find another place.
Sea view rooms are worth paying for, as well as the corner suites.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.