"First of all, i would like to say that the staff are lovely and willing to help with any issues.
However that being said, we have stayed in this hotel for 2 weeks and have had a multitude of issues:
ROOM
we paid for an upgraded room with a sea view - it did have a beautiful view but we were not informed until arrival that our room was away from the main hotel, up a very steep hill with a mini bus ride to our block. Our block had no facilities and was poorly maintained - one of the wooden steps was broken for multiple days and eventually fell off completely. the other steps up to our room were not secure. On top of this our doorhandle fell off repeatedly for an entire week and we mentioned this every single day. We eventually got the option to move rooms but clarified this with reception and they said it was not due to the doorhandle, but because we were far away which leads me to believe they would not be fixing it. We also had no hot water in our upgraded room for multiple days. There was also a smell of sewage in our room throughout the week we spent in that room prior to being moved. Our room was also not cleaned for 3 days despite multiple requests and even so, the bins weren’t emptied, surfaces weren’t cleaned and nothing was dusted. The sign outside the door that is meant to be the room number and an electronic do not disturb/clean please was completely rubbed off. attached a picture of ours vs what it was meant to look like. We could also hear our neighbours clearly through the drains. We also had no wifi in our main room.
There was no drinking water available and we also had no tea and coffee in our room until we asked reception for this. The new room in the main building we were moved to was much better than this but the shower was still broken and full of dirt and grime. On leaving, we lifted the beds up to do a final sweep to make sure we didn’t forget anything and the floor under the beds was thick with dirt, grime and leftover items from previous guests. Our room still was not cleaned thoroughly ie surfaces were not cleaned, it was just towels and bedding daily.
FOOD
The food was awful, on the photos the buffet looks much bigger than it actually is. There is probably 8-10 hot dishes every day which are often reused for multiple meals as we noticed across our two week stay. My partner ate greek yoghurt on the first day and we thought she’d mistaken it for cottage cheese as it was not right, but it was curdled yoghurt.
The majority of fruit is poorly cut or tinned, grapes looked brown. The food sits under heat lamps for hours and is cold, the red meat is tough and hard so we gave it to the local orange cat who is lovely. We both had stomach issues throughout our stay and decided to eat at local restaurants instead despite paying for all inclusive (Skala bar and Bahia Mare beach club are lovely).
DRINKS
On arrival the drinks were honestly like drinking seawater, many guests complained about this. Around 1 week into our stay i am assuming the filter was changed as they weren’t as salty but still low quality so i chose to buy cans of coke and fanta from the hotel shop instead. The cups were visibly dirty and small and plastic on multiple occasions. i ordered a frappé and i will just attach a picture of what this was but it wasn’t drinkable.
FACILITIES
There is ONE public toilet in the whole building. In two weeks i never found them to be clean. On more than one occasion we had to ask for the bins in the public toilet to be emptied and ask for toilet roll. In two weeks we also never seen a cleaner cleaning any of the hotel, which i was shocked at as usually in hotels there are constantly people cleaning. The railing down to the games room / bar was broken and just hanging in the middle of the stairs for at least two days. This was removed but not replaced. The games room is really poor quality, no games have all their pieces the table tennis paddles are all ripped and broken. Every table is wobbly and has stains or marks on.
POOL AREA
the pool is lovely it’s large and there are many loungers, we never dealt with “sunbed wars” and they are comfortable but you can tell the cushions on the loungers are getting old as they all had stains on and some were replacement cushions that were much thinner. The infinity pool on the picture isn’t quite as “infinity” as it looks as it appears there’s a second pool that is empty in front of the pool and you can’t see the skyline due to the trees in front of the hotel. There is a very small basic children’s pool but i wouldn’t recommend bringing children here.
ENTERTAINMENT
There is live entertainment most evenings, nothing during the day. there is also a movie every afternoon in the TV room which we did not attend but we did store our luggage in this room before leaving. We never saw anyone in the TV room. There is also a rooftop bar that was an extra cost but we decided against going here as the drinks at the main bar weren’t great and didn’t want to pay for a drink if it would be of the same quality.
There isn’t much around if you’re looking for somewhere with a strip of restaurants and bars but the local bars and restaurants that are around are lovely."
