Royal Spa Hotel

I have had a great experience in Royal hotel the hospitality and food was absolutely amazing, the SPA is extraordinary with loads of pools and clean. The receptionist Zdravko was so helpful and kind. Thank you to all the team.

TLDR: not a 4* experience for sure, relatives stayed in the hotel some time ago, hotel went downhill since then. Cons: - At checkin (at 17:30) our apartment wasn't ready because someone didn't checkout and decided to stay for another night. While we were given two different rooms, the quality of the rooms wasn't great (e.g. balcony of one room was overlooking the roof of atrium and walls, another room's window was just over the kitchen which started to work as early as 5:30 am and produced lots of noise). - Rooms themselves were quite dated and needed repairs (e.g. there was a huge puddle of water in our bathroom after taking a shower because drain wasn't working, toilet seat was not properly screwed, curtain didn't have stoppers and was falling down). - Very cheap and uncomfortable pillows and mattresses. - Super choppy WiFi - in most cases it didn't work. - In the second room that we moved later we had an electrical panel that was doing a lot of electrostatic noise (had to use earplugs). But this seems to be relevant for most Bulgarian hotels, idk why. - Cleaning and towel change schedule wasn't clear, we didn't have towel for legs for about 3 days. - Pools in spa are quite in bad shape and require repairs. Lots of sediment and dust in corners of the outdoor pools. Pool railings were not fixed properly and were very wobbly, which is a health hazard. - Most of staff (except for few) in restaurant was grumpy and didn't speak English. Pros: - saunas were in good shape - good food, though the selection of food mid-week is much smaller than during the weekends - good massages

It's a pity that the hotel changed a lot just in one year. The hotel need a renovation (facilities in the rooms are broken, in spa zone handrails to pools are not stable, bubbles does not work properly). The restaurant is awful: food is cold during breakfast and dinner, not tasty from the lunch menu, service in not nice (you will call waiter for months and sit with dirty plates). Staff on the reception tries to help you but they cannot. The manager told us that this hotel in only for 2-3 days stay as you will not mention all the problems for so short time. We've stayed there for 10 days and it was a disappointment. Very sad. Also, the hotel doesn't offer loyalty for frequent travelers: it was our second stay but we did not get anything special.