Grand Hotel Pomorie

“Not a bad four star hotel, needs some effort to achieve stated "trust"”

Any hotel selling itself as a "5-star luxury beachfront hotel" should be ready to meet that description. There is reference to "trust" on the official website. Unfortunately, it falls short. Our family experience hasn't quite reached that level. The staff seem generally friendly, the spa is g... more

Any hotel selling itself as a "5-star luxury beachfront hotel" should be ready to meet that description. There is reference to "trust" on the official website. Unfortunately, it falls short. Our family experience hasn't quite reached that level. The staff seem generally friendly, the spa is good (it meets the level), the restaurant is good - no complaints with these aspects. Unfortunately, however, from our experience, the rooms fall short. They are 'tired', needing refurbishment. It seems to be a general point. There is /was a roof-top mini-golf course that is clearly dilapidated and out of use. I'm surprised that we are invited to walk past it every day to get to our rooms - it would not take too much effort to clean the area up (ideally to useable state, or provide an alternative visual 'experience'). I suppose a 5-star luxury hotel should not reach these levels. We are a family of four with two interconnected rooms. Both are tired but one is, more than the other. Basic things don't work there - the tv, also the air conditioning (notwithstanding closing the door to trigger it). It took three days to convince the staff of the problem with the tv (ultimately, we videoed the picture and they accepted the fact - and responded immediately, but nobody has checked back if all is ok now (its not - but we have moved the mini-bar fridge that was pressing against the socket and have learned that we are able to wiggle the satellite box wires every 15 minutes, or so, and the picture recovers - the other room doesn't have such box, or problem - the tv there also seems to be 'modern') Other disappointments - I guess personal to our stay - are that the rooms are at the south of the double ark building. This has the dual disadvantage of being north facing - there is no sun on the balcony after 11.30 am - and also the view is overlooking a disused old building. Then the car park - its unfortunately too small. There should be a more secure alternative - after seeing police standing around at the provided alternative apparently unguarded 'field' after a couple of days, I was nervous to park elsewhere (so limited use of the car to explore) Following the above, ultimately, if we set aside the price (which is five star) and consider the hotel to be four-star, then the considerations become positive - it is at least quiet, there are good (and quiet) pools, there is easy access to the beach. Still, it would be really good if the aircon worked... I suppose the marketing manager may respond to expand on the positives above, hopefully the shortfalls will be recognized and addressed for the next visitors - I'm not sure we will have the trust to return though. A pity.

less

“Understaffed”

Great spa, great rooms, but lousy service. We stayed 3 nights and every night our drinks, ordered at the beginning of the meal, were served at the end of it. There is simply not enough staff to handle the high number of guests