Hotel Laguna Park — Hotel in Nesebar

It's really hard to give this hotel a 2 star rating from our experience and the only reason I have is the location which was close to the beach and close to all shops and the main strip (flower street). When we arrived at the hotel and entered our room we realised that the glass on the balcony was very loose and dangerous. We went down to let the manager know at reception and it took her 2 days to sort out a room change for us. When we entered the new room, we noticed a small hole in the bathroom door which thankfully I took a photo of immediately to ensure we didn't get the blame. The next morning we went down to the pool and the cleaner was cleaning our room, we returned to the room later on to find a massive hole in the front door. I took a photo of this too and the reason it wasn't noticed prior was the fire safety notice was over the sign and due to the sticky marks on the door, had been there covering this hole for a very long time. After confronting the reception staff and manager, we were told that it was us that did the damage and that we would have to pay for it. I spoke to Brian the TUI rep which was absolutely amazing and couldn't do enough to help us. He came up and viewed the room and agreed that the damage had been done previously and not by us. So the hotel also agreed that we were not at fault and said that they wouldn't not hold us accountable for damage that we didn't do. So we were happy to carry on with our holiday. The staff continued to be rude to us, giving us dirty looks and speaking to us like rubbish every day. We managed to overlook this and try and enjoy our holiday. A few days had passed and I went up to the room to get the baby's pram as he was tired, I was greeted by cleaning staff who were shouting at me asking "why you do this". I tried to explain it wasn't us and the situation has already been rectified by management. I then asked for the housekeeping manager to come into the room so I could explain the situation to her. She continued the shouting and saying "why you do this? Awful awful" After explain what had happened to my partner, she decided to approach the manager again and just ask if she could communicate with the cleaners so they could understand that the damage was NOT us. Instead of trying to help, her and a colleague of hers were shouting at my partner in front of guests caller her a "liar liar liar" and "horrible person". My partner then returned to me in absolute tears because of the way she had been treated by staff yet again. I then approached staff, but they were very dismissive of me and were telling us to "just go just go I don't want to speak to you horrible people" when they were indeed the ones being horrible. I approached the rep again yesterday and explain what had happened again and he was not impressed by what I was saying. He told me he would have a word with staff and catch up with me today so I am currently awaiting a response from him later today. Another incident that happened was we were told by staff that my son was not allowed on any small waterslides for his ages, because he is blind in 1 eye, this is disgusting and we felt very discriminated against because of his disability. Understandably we were disgusted at this service by the hotel and staff and didn't want to be in the hotel any longer because of the way we had been treated. After contacting TUI we were told that it was an "unjustified" move even though it definitely wasn't, and that we would have to pay £900 to move hotels which we found very unfair considering it was the hotels fault we were feeling this way. My advice regarding this hotel, don't bother, pay a bit extra and stay somewhere better because if you stay here, you will be lied to and discriminated against. The reception staff are very rude and I can't imagine anyone having a decent experience with them. Another incident involving another lady, she had tried to exchange money at the hotel and the person manning the currency exchange had taken 100 euros off her and would not exchange it or return her money. Avoid at...

It's really hard to give this hotel a 1 star rating from our experience and the only reason I have is because I can't rate any lower.|When we arrived at the hotel and entered our room we realised that the glass on the balcony was very loose and dangerous. We went down to let the manager know at reception and it took her 2 days to sort out a room change for us.|When we entered the new room, we noticed a small hole in the bathroom door which thankfully I took a photo of immediately to ensure we didn't get the blame.|The next morning we went down to the pool and the cleaner was cleaning our room, we returned to the room later on to find a massive hole in the front door. I took a photo of this too and the reason it wasn't noticed prior was the fire safety notice was over the sign and due to the sticky marks on the door, had been there covering this hole for a very long time. After confronting the reception staff and manager, we were told that it was us that did the damage and that we would have to pay for it. I spoke to Brian the TUI rep which was absolutely amazing and couldn't do enough to help us. He came up and viewed the room and agreed that the damage had been done previously and not by us. So the hotel also agreed that we were not at fault and said that they wouldn't not hold us accountable for damage that we didn't do. So we were happy to carry on with our holiday. The staff continued to be rude to us, giving us dirty looks and speaking to us like rubbish every day. We managed to overlook this and try and enjoy our holiday. A few days had passed and I went up to the room to get the baby's pram as he was tired, I was greeted by cleaning staff who were shouting at me asking "why you do this". I tried to explain it wasn't us and the situation has already been rectified by management. I then asked for the housekeeping manager to come into the room so I could explain the situation to her. She continued the shouting and saying "why you do this? Awful awful"|After explain what had happened to my partner, she decided to approach the manager again and just ask if she could communicate with the cleaners so they could understand that the damage was NOT us. Instead of trying to help, her and a colleague of hers were shouting at my partner in front of guests caller her a "liar liar liar" and "horrible person". My partner then returned to me in absolute tears because of the way she had been treated by staff yet again. I then approached staff, but they were very dismissive of me and were telling us to "just go just go I don't want to speak to you horrible people" when they were indeed the ones being horrible. I approached the rep again yesterday and explain what had happened again and he was not impressed by what I was saying. He told me he would have a word with staff and catch up with me today so I am currently awaiting a response from him later today.|Another incident that happened was we were told by staff that my son was not allowed on any small waterslides for his ages, because he is blind in 1 eye, this is disgusting and we felt very discriminated against because of his disability. Understandably we were disgusted at this service by the hotel and staff and didn't want to be in the hotel any longer because of the way we had been treated. After contacting TUI we were told that it was an "unjustified" move even though it definitely wasn't, and that we would have to pay £900 to move hotels which we found very unfair considering it was the hotels fault we were feeling this way.|My advice regarding this hotel, don't bother, pay a bit extra and stay somewhere better because if you stay here, you will be lied to and discriminated against. The reception staff are very rude and I can't imagine anyone having a decent experience with them.|Another incident involving another lady, she had tried to exchange money at the hotel and the person manning the currency exchange had taken 100 euros off her and would not exchange it or return her money.|Avoid at...

We have been visiting Sunny Beach for the last 15 years (approx) lol and spent our first couple years at other hotels but Laguna park was the best not just for us but for the kids too, when we first went there was a small slide in the middle of the pool that was it, over the years the hotel has improved by what i would say 100%, with its aqua slides ect ect. The food is slightly better although I think im beginning to look like chips and onion rings lol. For a person who has visited Laguna park in both the height of the season and the back end I carry on enjoying it, The only let down for Sunny beach is that the shops and restaurants start to close down halfway through September BUT BUT there is still plenty of places to visit. The only complaint I had was The reception staff required a little bit more training in customer service. On arrival we had to remind the girl we was stood at the desk for a reason (to book in) as she kept walking away and talking with someone else, on our second week we complained to the reception that our air condition had turned warm to be told that it had been turn over as customers complained they was cold, ( why didn't the customers turn their air con off in the room ) I explained my husband had been diagnosed with cancer and has had a lot of treatment for this and he uses medication to prevent hot sweats caused by his treatment, The girl shrugged her shoulder and said i could have a fan. the advert for the holiday said air conditioned rooms, But after all of this I would still go back to Laguna Park Please please please Management train your staff ( all staff ) in customer care, you have staff more interested in their mobile phones than serving especially at the bars.|People complained this year about reserving their sunbeds before 9am and having their towels removed, all you need to do is stay with your beds till after 9am, People complained about the food not hot enough, mine was OK but if you want there is a microwave next to the toasters you could use, People complained about the lifeguards whistling, well its their job to keep everyone safe, people running , diving, and jumping in the slide pool warrants a whistle, People complained about loud music I only know of the music from the night entertainment that finished at 10pm...not very late is it...What i witnessed in September this year was plenty of children taken out of school to holiday and bear in mind we are 2 hours ahead so 10pm is not that late when realistically it was 8pm....JUST SAYING...lol...all in all Laguna park is one of the best hotels in Sunny beach if you don't think so you want to try Sun Palace...lol now that was an experience. I hope everyone found a good thing about their holiday and I hope going into the Euro coin does not spoil it in January, I hope you all return one day as Laguna is always changing for the best, as for the eye sore of the derelict building opposite, there is no plans as such but if there is I hope it wont become a night club , fair ground or anything that will disturb a stay in Laguna, I|hope I haven't upset any one doing this review, but a bit of criticism is good for business and sole,|till the next time |have a...