I currently have family staying in this hotel (Mum, Sister, Nephew (11) and Niece (11months), they arrived on Monday 10th so still have 4 days left! They paid for a transfer with the booking agent and on arrival were faced with nothing! To which they then had to arrange another one themselves! When they arrived at the hotel, all hallways are pitch black so they were unable to see room numbers, when entering the room, the lights didn't work and the balcony door was broken (with a baby this is totally unacceptable). I have received numerous calls from them UNDERSTANDABLY upset that they are not getting what they paid for! They are staying HB but it may as well have been Room only!! Staff have been nothing but rude and unhelpful. My sister required hot water for my nieces bottle on the first day and they were told to use tap water and with no kettles on site she refused as there was no way of warming it up or sterilising it! They were then told to walk to the local supermarket and get water from the coffee machine! Having requested to speak with their Rep, they were told he would be onsite on Tuesday morning at 11:30, he arrived at 9am so they missed him and could not raise their concerns with him. They eventually managed to get his details and contacted him by phone. They are less than happy about the facilities here as they have not had many food options (3 choices per day) so have had to spend more money dining out each evening! Which when booking HB you expect to have at least Breakfast and Dinner in the hotel (I know this may not always be to your liking). ALL onsite facilities shut daily at 5pm which with children can cause issues as they become extremely board. Day 3 (this morning) my mum has fallen in the restaurant and luckily the 1 member of staff that seems to be human helped her up and gave her some ice! They have been confronted with rude and unhelpful staff since the minute they arrived! My sister was told only this morning to 'Shhhhh' by a member of staff because she raised yet another problem!! My mum was told that the staff simply didn't care by another staff member!! its such a shame they are having this experience as I was in Sunny Beach last year and could not fault my experience. I raved about it to them on my return which obviously made them book... I now feel like I have sent them somewhere which ultimately has turned out to be 'The Holiday from HELL'
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