Really nice experience in Bulgaria. Hotel offers a "LEVEL Service". We enjoyed the stay so much. Great service, nice food, huge "junior suites", beautiful garden to realx for Level guests. We all will come back....More
- Free Wifi
- Free Parking
Really nice experience in Bulgaria. Hotel offers a "LEVEL Service". We enjoyed the stay so much. Great service, nice food, huge "junior suites", beautiful garden to realx for Level guests. We all will come back....MoreShow less
Dear Emily S,
We are extremely happy that you enjoyed your holiday and you were satisfied with the benefits of our Level program. To meet our guests’ expectations is our main goal and we are looking forward to welcome you next season, to have the chance to exceed them.
My family and i stayed for a week in the hotel all inclusive, the hotel and rooms were really nice and spacious but the whole 5* experience was let down by the service and food. All of us had diarrhea due to the poorly cooked food that was served cold. Selection was poor and tasteless and if there was anything decent you had to fight with alot of greedy people who would pinch all the food! Not at all what i expect as a dinning experience in a 5* hotel.
Dear “Learna C”,
Thank you very much for sharing your comments about you recent stay in Melia Grand Hermitage and for the good estimation of our facilities. About the food, in previous comment and in our personal correspondence we took the opportunity to explain that there is no possibility and no cases of food poisoning in our hotel according the records of the Health Inspectorate, hotels doctor and our internal log book. Beside this we have already taken some actions to improve the variety of the menu and to increase the temperature of the served food.
So one more time thank you very much for choosing us and we hope to welcome you again in Melia Grand Hermitage.
We spent one week in this hotel and it was very nice. The room is very spacious, clean and comfortable. Excellent location. They have a nice spa, and indoor pool. The outdoor pool gets too crowded sometimes and you have to pay if you would like to sit on the beach (for the umbrella and mattresses).
Dear "clara m",
On behalf of allof us hera at Melia Grand Hermitage, I would like to thank you for having spent your vacation with us and for the kind words in your review as well! We are very happy to know that we have met your expectations and that you had an enjoyable stay.
We hope to see you again soon.
Quality Manager at Melia Grand Hermitage
I wanted a relaxing holiday, with sun, beach and tours. I had heard a lot of good things about Bulgaria, so decided on going out to Golden Sands, Varna. I was with my partner.
The Melia is a large hotel, very close to the Black Sea, and the beach. Although a large hotel, the service is excellent. As you would expect, the peak period has a lot of students working at the hotel - but all of them were friendly, and very helpful. Service was attentive, but discrete. The food was served in a large and spacious restaurant - and was self service. There was an amazing choice. There were excellent fresh salads available, and many different main courses - always fish, and meat courses. There were several themed meals with a different set of meals. In addition there were pastries, ice cream, and fruit. The service staff promptly cleared up tables, and cleaned up after people. If this was not enough, there were bars with cooked snacks and pastries. One great feature was the ability to get early breakfast when going out on early morning excursions.
It was very easy to get excursions. A number of good trip providers make themselves available in the hotel lobby, and they have an informal office with literature in a room on the ground floor. I do not know about the trips in English - I took my holiday from a Dutch company, and they offered many trips in Dutch. I used a delightful Russian agent for trips - which were really wonderful, and extremely informative, but the language may prove a barrier to many UK people. My only problem with the trips was that there was much to see and do. This meant that they were somewhat hectic, and busy. However, they were great fun, and there were always stops to ensure the journey was not too tiring.
The hotel has two swimming pools - one indoors, and one out. We used both, but preferred to go to the beach and swim in the sea. The sea was great, and warm. However, there was a period when the incoming waves were very strong - I believe as the result of a storm at sea - and it was not possible to swim.
The room we had was wonderful. We were on the 8th floor, with a view over the bay, and the swimming pool. The bed was comfortable, and the amenities great. There was a TV with many channels. We only watched it a little, and that was mainly the Russian channel. The UK stations were dominated by the Olympics which did not interest either of us. The hotel had additionally provided a room on the ground floor with a large TV which was tuned to the London Olympics, which allowed interested guests to watch with others. The room was large, and airy. The bathroom was large, spacious, and lovely.
We had a problem with a smell in the bathroom when we arrived. But we spoke to the front desk, and within minutes we had staff investigating the problem, and thoroughly cleaning the drains. The hotel also offered us alternative accommodation should the cleaning have not been successful. This was all very impressive given that we arrived in the wee small hours of the morning.
There was quite an interesting mix of guests. Very few people from the UK, but many from other parts of Europe - especially Italy. There were also many Russians, Armenians and Jews. The majority of staff, including the cleaning staff, spoke understandable English.
To sum up - we spent a delightful two weeks at the hotel. A wonderful holiday.
Thank you very much on behalf of everybody here at Melia Grand Hermitage for having chosen us for yor vacation and for the excellent score you have given us in your review as well. We are very happy that we have met and exceeded your expectations and that you had a fabulous holiday.
We will expect you to visit us again.
Greetings from sunny Varna
Anna Gancheva - Quality Manager
we stayed one week in the hotel , rooms are nice but service is really catastrophic. we arrived at night , the bar was empty . not even a bottle of water on the table. i ask for water from room service, they came 45 minutes later , of course charging the water. second day i use the towel after shower and put it on ground. believe me they did not change it !!!!!!
There is a snack in the level area , the server lady almost shouted on us because she did not understand exactly what we wanted . i will pass on the rest
Globaly it was a bad experience, staff not friendly at all. i will never go there again
N.B. It has nothing to do no more with kampinsky, don't be trapped
We appreciate the time you have invested creating this preview and the days you have spent with us in Melia Grand Hermitage.
We are always maintaining high standards of service and comment like yours is really surprising for us. Please accept our apologies if we could not reach your satisfaction. About the mini bar, with the standard program (not Level), they are empty upon arrival but there is a mini bar menu provided in each room that offers you a diversity of five different mini bar packages. You should only choose the perfect one for you and to call the mini bar attendant. In fact this strategy is one of the new implanted ideas mostly liked from our guests. About the cleaning in the rooms I can assure you that our housekeeping department is strictly following the standards and are changing the towels on a daily basis. And last but not least the friendliness of our staff is proved by many comments in this website and we are constantly working on it. This year we reinforced the recruitment procedure and more than ever in situ we are conducting induction training, video professional training, customer service training and many other for each department and every single employee. In addition to that we have assigned a person from our team to conduct weekly coaching to the staff from different departments.
So one more time I would like to apologize if we couldn’t reach your expectations and we hope to welcome you again in Melia Hotels & Resorts.
Most in our group ( all inclusive) got diarrhea. Ice for cocktails are below desk picking by hand without gloves. Staff in the bar in the lobby unfriendly according to global standards. The upper floors are reserved for Arabic (Sheikh, rich?). That's why their guardians prohibit entry into the lift. Guests with aggressive Muslim traditions and Russians. In such a category hotel I would expect a good evening show but it was a small event at the level of village inn. Food is a thematic every day but tasteless.