I'll try to be as objective as I can, although they almost managed to ruin my break.
My girlfriend and I stayed in one of their more expensive rooms, bearing the prestigious name of Double Deluxe Room.
The first impression was good, nice carpet, paneling, and a nice-looking bath and bathroom.
From then on, everything became total hell. The bed was not a King Size but 2 extremely nasty spring mattresses, one with a hole where the hip should have been. 3 fingers of space between the mattresses. After I complained to reception, the response was, "well, that's the only one we have available at the moment" (Just to note, we are talking about a 300 BGN a night room!)
I go to the bathroom, which is glued to the bedroom, and the door DOES NOT close; it just slides, and there is a 2-foot loft! This means that if you go for a big errand, not only will your better half hear absolutely everything, but there will be a pleasant smell wafting throughout the room (the bathroom doesn't even have a fan)
I run the air conditioner - water runs down the wall; I sit on the little desk - the bulb of the lamp on top is missing.
I run the shower - there is almost no pressure, it just "drips." I turn on the TV - the TV buzzes along with the sound and is unbearable to listen to for more than 4-5 minutes.
For every complaint, the answer was - well, that's what it is. Sorry.
On their website, they loudly advertise free transport to Aquahouse (on the front page). I'm like, come on, let's at least take a walk there - guess what? There was no such thing, it was old on the site, and the programmers hadn't been able to remove it for months (which in itself is totally misleading advertising)
Finally, totally desperate, we decide to go to their "spa", where there is no receptionist, a family of Ukrainians in the pool screaming and throwing their kid in the pool, and there are beer bottles and orange juice everywhere.
I have informed the reception that I am leaving a day early because it is not tolerated and I do not want any money, but if there is a management, who wants me to explain to him before I leave the reasons, let him order. No answer for 2-3 hours, finally they called me to say "stay until tomorrow when there would be a manager at the hotel to explain"
I have been in many hotels, from 1 star to 6. I can safely say that this hotel is left to its own devices; the reviews are either old or fake because, to date, the whole experience is a total travesty. If you are wondering between this hotel and another, boldly choose the other, whichever one it is. I doubt they are any more incompetent, disinterested, and uncaring in this one.
