Hyatt Regency Pravets Resort — Hotel in Pravets

We visited the hotel in mid February with another couple. Very big SPA area and nice lobby. However, there are so many other things to complain about! We booked rooms with mountain view - there is no such thing - it is more like a hill than a mountain and all rooms with "mountain view" are entirely north exposed which means no sunlight. There was also an issue with our balcony door and the wind was coming through it during the night! Staff did not seem interested in treating customers properly - almost nobody is smiling or being polite, the experience was similar to 1 star motel and definitely far below our expectations. Only some of the waiters were nice. During the check out we were not asked for any feedback - everything was prepaid which means that the money was already collected long time ago, so who cares about customer experience after all? There are no free things to do in the hotel - even the billiard is payable which is ridiculous Extremely high prices for coffee and water - I am not sure who was engaged in pricing but 3.50BGN for average Lavazza coffee and 6BGN for 750ml water is insane. Get real, or at least start offering exceptional service and coffee. Food - oh my God, the food! I have read many positive reviews about it and my shock was extreme - low quality ingredients, cooked days ago and just re-heated. No diversity, tomatoes and cucumbers were cut on big pieces and were tasteless, yellow cheese had mold!, sausages and salami were greasy and tasteless. I can not imagine how a 4 star hotel can offer such a low quality for the prices they get! This was the most awful hotel food that I have ever tasted in my entire life! Shame on you! Coffee included in the breakfast was disgusting and as stated above the price for the regular Lavazza coffee is 3.5BGN so you should either drink the awful one, or pay to get a normal coffee. Once the breakfast is over, which is at exactly 10 AM, the staff start covering and taking everything back to the kitchen - even the water! I find this totally unacceptable, at least the drinks should be available for 30 minutes after the official end of the breakfast.

The only positive things that I can share were already listed by all guests and these are the view and the surrounding area. I have read many responses to old reviews from a hotel manager that they are planning to make a big renovations which is good. However, the food and the staff are supposed to be on significantly higher level when you set such prices 24/7. After all, visiting a SPA hotel is an escape from routine and has to bring positive experience and relaxation which is not what we were left with at the end.

To summarize : I am 100% positive that the price you will pay will not match the value...

I have visited this hotel 5 years ago and the memories I had were much better than my experience now. First there is no mini bar in the rooms, only two 330 ml. waters, which are obviously not enough. Therefore you would need to pay 5 leva for not even a big bottle of water in the lobby bar. The coffee served in the restaurant for breakfast, which is included in the price, is far from good and if you want a better one, again, you have to pay an extortionate amount for it in the lobby or 3,50 for a 250ml. bottle of coke. You pay above average price for this hotel, which has the word SPA included in the name, but if you want to use it you have to pay for it separately - Sauna, relax room, etc. Every single thing in the spa is paid separately, which I find appalling. Am I supposed to go to the Spa with my wallet and pay for each room I want to go into? It’s normal for massages or some more special treatments to be charged additionally, but advertising your hotel for its SPA center and charging your guests additionally is just disgusting. There is an outdoor pool in the premises of the hotel, but it is maintained by an outside company and you have to pay for it. This sounds very stupid to me, but I was ready to pay until I was met by the most rude and hostile man working there. He had the worst attitude towards us and made me feel so uncomfortable. After all your business depends on me and other customers like me and it is unacceptable to treat them in such manner without any reason. Even if it is a separate company the hotel guests are going there and this attitude makes up their opinion for the hotel as well. This hotel obviously lays on old glory and the view of the lake and mountain, but this is so not enough to keep your customers happy. I will definitely never return to this place, because if you don’t know how to take my money in a normal way I will not let you treat me like a fool. If I have chosen to stay in your hotel I obviously can afford it and am happy to give you my money, but you do bot know how take them properly and there are plenty of other places, which offer much...

Had an awful experience sending my parents there for their anniversary. The staff and management of the hotel are very inexperienced and were a complete disappointment throughout the booking process and duration of stay. Additionally, the room key system was not working and staff had to walk people to and from their rooms as guests could not use the elevator on their own or open their own rooms.

I made the reservation with my credit card online, and wanted to call and make sure that 1) my parents are listed as guests on the reservation so they can check-in and 2) they can use my credit card on file for the duration of their stay if they wanted to get additional food, drinks, etc. The goal was to send them to an all expenses paid getaway.

Had to call 7-8 different times on different days, until someone was finally able to confirm that they are added to the reservation as guests and it will not be a problem to put the charges on my credit card (they would put a note in the reservation this is a prepaid getaway present). Most of the other calls went either unanswered or went to an new associate that had no idea what to do and had to reroute the call that then went unanswered.

On the day of the check-in, the reservation could not be found under my father's name (embarrassing experience), and then takes a while to find it by the booking number because it got "lost" in the system. Then they were told they had to use their credit card for the entire booking and any additional purchases (another embarrassing experience, after thinking you are going to an all expenses paid getaway), and now we have to trade receipts for reimbursement. Then throughout their stay the room access system was broken and they had to get walked to and from their rooms by an associate with a master key, completely unacceptable.

The location of the hotel and hotel grounds are incredible, but the staff is completely inadequate and management incapable. Would not return until there are some top down changes in how this...