Regina

Avoid, Avoid, Avoid So much is wrong with this place I will try keep as short as possible by bullet points. This is a 2 star at very best, the fact this is being shown as a 4 star is disgusting and very misleading. We were the only English all week and boy did we know it. The other guests, mainly Bulgarian and Romanian made it clear they don’t like the English. Even dragging their kids away from ours in the pool. There are 2 very small and dirty lifts to service all floors, they are still moving when the doors open so very unsafe. It was a literal fight every time you needed them. Others push past you to enter, doesn’t matter if you had been standing there for 5-10 mins. There is also only 1 toilet per sex in the lobby for the whole hotel, these were always out of paper and stunk with wet floors. • Aircon unit leaked daily, onto the light then the mattress. Couldn’t have it of full blast as something clearly wrong and it was noisy (nothing was done about it) • Room poorly painted / finished • Bathroom constantly stunk of sewage, they don’t use U bend water traps on the waste pipes, so the smells come straight back up • The pool also stunk of sewage as did most of the local area all the way down to the beach • Silicone around the shower and sink was manky and pulling away • We had no water at all in the room on 3 separate mornings and on 1 evening. Every time we called reception we were told 5 mins. This soon turned into 1 & half hours. • Filthy corridor carpets + walls • Slow shutter on the hallway door was broken and never fixed so the door kept slamming constantly. If you put something there as a doorstop it would be gone 5 minutes later • All the lights in the upstairs corridor (even fire safety lights) went out one night leaving us in complete darkness • I had severe stomach cramps and toilet visits on day 2 after having some mystery meat from the buffet • The food in general was shocking and Lukewarm at best, and again every meal felt like a fight as the other guests just push in constantly • The place is advertised with the following, beauty salon, shop, sauna, massage, games room, but NONE of these are here. • The indoor pool was never allowed to be used, nor was the gym • Room service we only saw twice, I was lucky to have found where they kept the toilet roll or we would have run out constantly as these were never refilled. • Towels and room “cleaning” used very loosely, were done only twice but still they never refilled shower gel or hand soap, so we also ran out of these • Activities are they same every single day and the evening entertainment was terrible. • Was told by a worker there that there are supposed to be 2 lifeguards as there are two pools. There was only ever one and he was an old guy who looked asleep most of the time. This left the kids pool unmanned. • People spitting on the floor around the pool as well as stubbing out cigarettes there • Drink machines constantly ran out of soda water so the cokes etc were flat • My wife was turned away from the ice cream counter saying it was shut. But when a Bulgarian woman went up, she was allowed to get some • Avoid the Ambassador steak house – food was sloppy and workers extremely rude Bulgaria is supposed to be up and coming, but until they change their attitudes to the British, there is no point going. It is 4-5 years from being the new go to place. They clearly don’t like us, even shop keepers made that clear. The area around this hotel (streets etc) are full of rubbish, some overflowing sewage manhole covers meaning the smell of sewage is everywhere. This was our first trip abroad in 21 years and this country and its locals are simply disgusting.

I am writing to express my deep dissatisfaction with the experience we encountered at your hotel, Royal Hotel, on 26th August 2024. Our troubles began as soon as we arrived. We had anticipated that parking would be available as part of our stay at a four-star hotel, but instead, we were surprised to find that we had to pay an additional 20 BGN for parking. Although we were unhappy with this unexpected charge, we eventually paid it and hoped to move on and enjoy our holiday. Unfortunately, the problems only escalated from there. When we arrived at the canteen for our scheduled check-in at 2:00 PM, we were met with a long, chaotic queue. We were forced to wait nearly an hour to check in, which is completely unacceptable. When I questioned the staff about the delay, they cited being short-staffed and claimed this situation was unprecedented, despite knowing the exact number of guests expected that day. Such poor planning and lack of organization are inexcusable for a hotel that advertises itself as four stars. After enduring the frustrating check-in process, we encountered yet another inconvenience: the elevator. We had to wait an additional 10 minutes just to get into an elevator. This delay, coupled with our already frayed patience, made for a terrible start to our stay. Upon finally entering our room, we were horrified to find the beds in a dreadful condition, ripped apart and looking like they had been through a disaster. This level of neglect is shocking and completely unacceptable. We decided to have lunch by the beach, which was decent but unremarkable. However, dinner at your hotel was the worst decision we could have made. Despite paying for an all-inclusive package, the food quality was abysmal. The food was unlabeled, looked unappetizing, and appeared as though it had been carelessly thrown together. To make matters worse, both of us experienced stomach issues after eating, leading us to question the hygiene standards of your kitchen. It is absolutely appalling that a hotel of your supposed standard could provide such poor service and amenities. The state of the food alone is enough to warrant serious concern. It is shocking that this establishment is allowed to operate and even more so that it has been given a four-star rating. I am requesting an immediate investigation into these issues and a full refund for the distress and inconvenience we have endured.

Well incredible hotel went with Loveholidays and complained whilst there how dirty the hotel was and the fact they only cleaned the room twice after begging advertised as 4* not even 1* and as Loveholidays are no longer covered by ABTA no point complaining they just ignore you - bar was often closed common areas dirty - all inclusive - no do not eat or drink there