Grand Hotel Pomorie - Medical spa — Hotel in Pomorie

PROS: • Prime Location: The beach is directly across from the hotel, offering easy access.

• Room Views: Most rooms face the sea, providing stunning view.

CONS: After spending nearly a week at this hotel, I can confidently say it falls far short of its five-star rating, as other reviewers have noted.

• Rude Reception Staff: On arrival, the receptionists were extremely rude and bluntly put mean. We arrived a few hours early, not expecting to check-in but hoping to use a parking space while waiting. To our surprise, the hotel had changed its policy, and free parking was no longer available—a detail omitted from both the hotel’s website and the reminder email sent days before arrival.

The excuse for charging for parking was flimsy—they claimed no responsibility for vehicle damage. Additionally, losing the parking receipt incurs a 100 BGN fee. The receptionist offered no guidance on alternative parking options, brusquely stating they weren’t responsible for other parking lots. To address the marketing manager’s generic response to similar complaints: the hotel’s parking lot has a ramp, preventing direct access.

• Outdated PMS: The hotel’s PMS is archaic. If you make an error or forget to include something in your reservation, the front desk cannot update it. This caused significant inconvenience, as my family had to dine separately because only one of us was initially booked for the restaurant. Prepaying for all dinners was not allowed, and adding the buffet later cost three times more. Despite that, we had dinner together one evening. I had asked the hostess to add the charge to my room. During dinner we ordered couple of drinks for which I had prepared to pay cash. I requested to pay cash for the drinks only but the server—visibly frustrated—presented a cash bill that included the buffet and drinks, dismissing my attempt to clarify.

• Unwelcoming Staff: The dining room staff, including servers and cooks, appeared miserable and unapproachable. The dining area itself was poorly maintained, with large bumps in the carpet causing guests to trip frequently. Random table pieces were stored near dining tables, creating a cluttered and unprofessional atmosphere.

• Subpar Rooms: My room was far from three-star quality, let alone five-star. The bathroom, once elegant, now had mold above the sink, a loose broken tile, and a cheap, outdated showerhead. The bathtub and shower cabin were clogged, and the floor was dangerously slippery, especially with the provided slippers. Towels were thin, worn, and frayed.
The room’s carpet was stained, with one still-wet spot upon arrival, holes, and frayed edges. Wallpaper was peeling and discolored. While the bed was comfortable, the sheets had holes. The TV was barely functional, with only volume and channel buttons working. The chairs, once attractive, were torn in multiple places.
The balcony, offering a stunning Black Sea view, was invaded by spiders and spider webs. The chairs were faded, creaky, and covered in webs as well, and the floor was filthy and slippery. The metal railing was loose, and the mosquito screen door was torn, allowing insects to enter, resulting in multiple bites over several nights.

• Poor Checkout: After spending approximately $3,000 at this so-called luxury hotel, all we received upon checkout was a curt “thanks.” The front desk staff’s attitude suggested we were a burden, not valued guests. There is no excuse for their disrespectful treatment of my family and me.

This hotel is an absolute travesty masquerading as a five-star property, and I will never return to it under any circumstances. Having been robbed of $3,000 for an utterly deplorable experience, I can assure you it doesn’t deserve a shred of praise, let alone a single star. Spare yourself the regret—don’t squander a dime on this sham of an establishment. Countless other hotels deliver genuine hospitality and treat guests with the dignity they deserve, unlike this pitiful...

It’s our last night of a 3 nights stay. Unfortunately, most of the bad reviews are valid, as much as I did not want to believe it. Friends visited a month before us and gave us positive feedback so we decided to check it out. It probably was a good hotel 15 years ago. The furniture is outdated, not bad but old with a lot of wear and tear all around the hotel - lobby, hallways, rooms. It seems clean overall but it has an unpleasant smell everywhere, most likely due to the carpets never being washed. We booked a one bed apartment just for two as we wanted to have an extra room if we wanted to sleep separately but soon as we walked in it was obvious that’s not an option as the sofa is old and very worn out, the fabric is dirty and ripped in several spots, the pillows don’t attach properly so there’s a hole in the middle, definitely not comfortable for sleeping. Otherwise, it is spacious with a big balcony overlooking the sea. The bathroom is big, has a bathtub and a shower cabin. Looks clean, expect the usual mold here and there on the silicone bit holding the glass. The counter around the sink is made of natural stone which has old stains all over it but not so visible, I’m known to be a clean freak so noticed them. Some guests complain that the common parts are cold, we had an issue with the room being too hot. The first night we barely slept from that heath as it was 27.5 degrees and not possible to adjust the heater in any way. We had to turn it off but then it got a little cold the second night. It either works and it gets too hot or you turn it off completely and it gets cold. The worst is the food. The restaurant is not very pleasant, it smells of the meats being cooked out of the kitchen and there’s smoke all over, the food is not nice at all. We did not eat one tasty dish. There’s a variety of meat - lamb, fish, chicken, pork but just dry meat - oven cooked or grilled. If you are a vegetarian there isn’t much - rice that had not been properly cooked, tasteless mashed potatoes and either some grilled (not cooked enough) vegetables or deep-fried. The salad bar is poor. On all three occasions I mainly ate cherry tomatoes and cucumbers. The breakfast is okay - the usual offered by all hotels but not of great quality. I wasn’t going to leave a review but tonight (last night) it took the waiters ages to serve us even after being called over several times. There was no cutlery on the only available table but by the time they brought some we found it ourselves. Then we asked several times of we can order drinks (the only way you can get any) and though there were four ladies roaming around us, none was able to take out order before we were done eating. The food was very salty so we were in need of at least some water but they took so long, busy cleaning the tables despite no more people were entering the restaurant, so by the time a waiter got to us we didn’t want anything anymore as we were ready to go to out room. She just said “okay, thanks” and left off. The staff is not friendly as a whole and definitely not with manners for a 5 star hotel, starting from the ladies at reception. We would not be coming back. My parents booked a stay for May but after our experience they decided to cancel and...

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...