Secrets Sunny Beach Resort & Spa — Hotel in Nesebar

Hyatt have sold their sole by branding this a Secret and TUI you have miss represented this hotel as 5* luxury the quality, standards, services and food are categorically NOT Secrets.

If you have travelled and stayed at a Secrets before and have experienced their standards, this is NOT what is delivered at this hotel.

Hyatt, you have now lost any confidence or brand loyalty I had previously with Secrets and TUI I would question whether you check what you are advertising matches what is and is not being delivered.

Examples of areas that the hotel does not align with the Secrets model:

All Inclusive is not All inclusive as you must pay extra for certain spirits/drinks/cocktails.

No 24-hour room service. Mini Bar, no spirits and not topped up for a whole week.

Food quality and choice, poor, limited and repetitive every day. Often food cold/lukewarm and seen restocked from a previous sitting.

Only buffet option for breakfast and lunch (no A la carte option).

Hotel only has 2 a la carte options, Seafood and Italian, but very limited menu's and presented on 'plastic laminated' seaside cafe style menus (not in any way a five star feel).

A la carte restaurants in Secrets do not open 7 days per week so only choices are Seafood restaurant open 2 nights and Italian 3 nights (no choice and limited options for only 5 of 7 days a week)

There is an option to dine at Dreams A la carte restaurants next door. Good luck if you manage to get a reservation as they only allocate 2x6 tables on 2 sittings for Secrets guests. Again, not a full week operation. Could not get a reservation at the Bulgarian as full on the 2 nights of the week that it opens.

Asian restaurant - only managed to get a reservation by complaining, manager extremely rude and food quality poor.

A la carte restaurants do not allow you to order more than one dish from each course (again not all inclusive). I have dined at other secrets and dreams resorts and in their a la carte restaurants I have never been challenged when asking for 2 x starters or no starter and sharing 2 main courses with my partner.

The hotel/Hyatt app does not work for booking restaurants, instead you must queue in the buffet restaurant at 8am or 6pm to attempt to get a booking/reservation.

No drinks service to table or sunbed (no waiter/waitress service). If you want a drink you must go to the bar and queue or self-service points - never experienced this lack of service in any other Secrets or Dreams resorts.

Drinks selection poor, as mentioned not all drinks/spirits included. Cocktail list is very limited and when asking for something not listed was told No! (not sure if this is their policy or due to lack of training).

Preferred Status upgrade very poor and not value for money compared to other Secrets and Dreams resorts.

Preferred check in - no difference to standard apart from being offered a warm glass of prosecco (watched these put out and left for hours on a table next to reception)

The Preferred lounge is a joke - an internal room, without windows, no outside terrace, soulless and again self-service only. Limited food choices (usually left out for hours) and does not offer anything different to the standard bars or buffet select outside.

Room air conditioning. Instructions too complicated and symbols missing/worn off making controls difficult and required guesswork to operate.

Bath robes too small, told no large robes available. Therefore, my wife was left without for the duration of the holiday. When asking at reception, told that Hyatt would not allow them to order new/large robes.

Rooms only had hand and face towels.  Towel was that small it would not wrap around my waist.  Requested bath towels, told they had none. Escalated again at reception to be told Hyatt wouldn't allow them to order new towels.

Pool area large and plenty of sunbed but did not witness the pool area being cleaned/washed down throughout the whole week.

Pool towels threadbare and very thin – still branded...

Extremely disappointed. First af all short explanation about present situation of the hotel. For several years the building belonged to the RIU chain and operated under name RIU PALACE. At this moment it is SECRETS brand which is part of World of Hayatt. To the point...I made reservation for 3 nights Junior Suite Deluxe Frontal Sea View with the Preferred Club Unlimited Luxury package ( I left after 1 night) 1.Check In during check-in no one offered to help with my luggage, no one offered a drink, juice or even water (in the Preferred Club package I should get a glass of champagne or prosecco), welcome "fruit basket" in the room it was 2 apples and 1 orange 🤣...for two people Room nothing has changed here (but it's rather hard to spoil a room that already existed), so the room was big with a really nice view of the Sunny Beach and the Black Sea (I attached the photo) but ... the preferred club rooms are located on the 13th floor, there are work 3 out of 4 lifts from the reception level, and 1 work out of 4 lifts from the spa level !! (where most people get on or off becouse this is where the pools and beach access are), with such a occupancy of the hotel, to go to breakfast, lunch, dinner or return from the beach for something to the room I had to wait forever...savings at every way General In my feelings the hotel run down, there is a lot of dirt in places where it is totally unacceptable fo example in main pool. The service is mostly young people slightly lost in their work but trying to smile to the guests ... Food/Unlimited Luxury All Inclusive The food is really below any criticism. Undercooked meat is not only completely unacceptable but also dangerous to your health. During my shortened one day stay I go to the dinner it was Asian evening, the sushi from that evening was served for dinner the next day (terrible!). General choice of food is really limited, everything looks so that you wouldn't even want to smell it, not to mention to eat it. The juices you can drink are mostly water mixed with something resembling juice from the distributor...All Inclusive level max 2 stars hotel maybe... Check out after one night I decided to thank you for this amazing experience and leave the hotel, I asked for a refund 2 days (I did not book through any intermediary portal, only directly from the Hyatt application and payed in the reception), of course, any refund was refused, explaining the hotel's policy, no apologies were given for the inconvenience, no thanks for the stay, nothing at all. Summary This hotel is a trap for unsuspecting tourists who probably still associate it with Riu Palace, I will never come back to it again, at least until it is under the Secrets By World of Hyatt brand. Fortunately, Bulgaria is changing a lot and just a few kilometers from this "luxury" hotel, a resort has been created that outclasses it in every even the smallest aspects. Finally at the end you will find some pictures from my "Unlimited Luxury Experience with Preffered Club by Secrets Sunny Beach Resort & Spa, part of...

This is a great hotel and I can't understand all the negativity about it! It has only just opened after a complete refurb, the rooms are amazing and a great size we were in a preferred club suite and it was beautiful. The Hotel is immaculate and kept incredibly clean, the cleaners came morning and evening to clean your room and give fresh towels etc. The communal toilets are always clean as are all communal areas never saw any dirt or rubbish anywhere. The buffet had a huge selection for breakfast lunch and dinner everyday and there was different options. So you could easily have something different everyday. There is not loads to do at the hotel but that suited us perfectly as we wanted a relaxing holiday to chill out and rest. We had 3 days of great sun but we're pleased to get that as we understood we had chosen to go in May when the weather was unpredictable and it was the start of the season. We went on two trips which were very good and the guides were really knowledgeable and friendly. The only disappointments for us was that we were preferred club which entitled you to the use of a members lounge but this was open to all residents and they were abusing the facilities. It was also very warm in there because the air conditioning at the hotel had not yet been turned on as it was not peak season yet. We also didn't get to have a late checkout and therefore it was a long day for us on our final day without a room as we weren't collected for our flight until 9:15pm and had been out of our room since 11am, however we had used of the indoor pool changing rooms and showers so could have a shower after a day at the pool. If you are looking for a quiet relaxing holiday to rest then this is the ideal place to do it especially if you go at peak season when the weather will be warm and sunny everyday and you can just relax by the pool everyday. I feel that people are being very unfair on the hotel and staff when it is the start of the season with new staff and etc. They were all incredibly polite and happy to help and the holiday is what you make it. If you are looking for something more lively then this isn't the...