This hotel was one of the worst we have ever stayed in (and we've stayed in a few!)
The staff were rude and unhelpful, the rooms were OK but the balcony doors didn't close properly and we needed an extra duvet but the staff were just not interested so we made do. We saw the rep once and her English was so appalling we just didn't understand a word she said..
The pool was nice, but on the first day we forgot to take a towel and a few inflatables up to the room, we weren't allowed back into the pool area to get them, then the next day they had disappeared. After that we saw the pool guy taking the stuff people had left behind every evening from our balcony - we guessed that he probably sold it back to the local traders to sell again as we bought a bucket and spade set that was full of sand from one of the traders outside the hotel!!
The restaurant was nicely laid out but the food was a bit dismal - in fact the nicest thing about the hotel was the pizza restaurant next door.
Its a shame because we love Bulgaria and have been many times, this hotel is in a great location (although a little loud as its right on Party Street) but it is let down by the unfriendly staff and crap customer serviceMore