Hotel Gran Ivan — Hotel in Varna

The receptionist was polite, kindly took record of my ID /Bulgarian passport/ had a short, friendly conversation with me and even went a little further by allowing himself to ask about my personal situation such as 'how my husband let me go to Bulgaria in a hotel, all alone' ; asked me to go on a date with him and last, but not least commented that since my husband is not in the country I can go on a date with him and that would not affect my marriage in any way. I have not made an issue of that situation as I told him quite clear and made him understand that does not matter what the situation is I would not cross the 'boarder' and there is not a chance in the world I can let any of this happen. Other than that - he has always had a smile on his face and operated an excellent example of customer service.||||Once I was checked-in I went to the room /405/ to find out there is nothing like what it was in the pictures advertised online on Booking.com and I got shocked, but I decided to deal with it on the next day. I was completely exhausted of the travel I have had in the past couple of days so I have only changed and went out for dinner. The male at the reception was again kind enough to give me some options for good places to have dinner near the hotel. I have then returned and went to bed straight away as I had an extremely important exam on the next day. ||||The day is 12th of May 2022, 8:10 - I was woken up by two brown-ish dressed females who were dressed as cleaners but again had no badge on their clothes. They were shouting to each other from different room at 8AM which completely pissed me off as I could not have the rest I needed for the exam I had later on the same day. I made them aware that their behaviour is unacceptable and even then they did not apologise or even stopped. Since I was already woken up 4 hours prior my alarm I decided to check on Booking app what kind of room I booked as I know my wants and I doubted I would book a room that looks more like a cell in a prison in Bangladesh - with only a small window and hard access to natural day light. I then realised that the room I booked has a terrace and French windows which is nothing like the room I was hosted in. I have immediately called Booking.com's customer service and they arranged for me to be moved to the room I have actually booked. ||I have kindly asked for help to move my luggage and was told to ask 'the female on the 4th floor' who completely denied to assist me and even mentioned I am spoiled by my husband /which is a conclusion I believe no one should make verbal since they do not know me in person/.||||I have moved my luggage all alone and went for my daily tasks. ||||Day 4 - 15th of May 2022; 12.30 PM - I have asked the female /picture attached below/ who again had not have any badge on her clothes for a coffee with milk and a bottle of water and then took a seat in the cafe area. I was told I could grab them in a very disrespectful manner and I was given a 'look' by the same person. I then said I am having coffees here four days in a row and I was always served. She then said she does not care about that and passed by me /but still did not serve the drinks I have ordered/. I then asked for her name and she introduced herself as 'Maria' , I have asked if I can see her badge /only to verify the above claim/ on which she replied that 'she does not have one'. I said that this is illegal and I will most certainly take it further only for the sake of being treated with respect and took a picture of her face for reference /attached below/. I have then asked her to get me a taxi to Държавна автомобилна инспекция (ДАИ) - Варна on which she happily said 'sure'. I have left the premises when I saw the cab outside, took and seat and when the driver asked to confirm the final destination we both got to know that she have ordered me a cab for completely different direction. ||||I came back to the hotel around 4 o'clock in the afternoon, the absolutely same female was there and did not apologise but gave me that awful...

Nous avons réservé le séjour via booking, 200€ pour 3 nuits. Après 7h de route, nous arrivons enfin à l’hôtel et là surprise, nous arrivons entre deux énormes bâtiments, rue bondée, des trous énormes de tous les côtés. Nous décidons donc de nous mettre en double file comme le pouvons afin de rentrer dans l’hôtel et demander s’il y avait au moins une place de parking : oui mais non en fait ! Il n’y a que 2 places de parking pour tout l’hôtel ! La réceptionniste nous dit de nous mettre derrière les deux voitures déjà présentes et qu’elle nous appellera pour déplacer la voiture. Après 7h de conduite, notre fatigue était à son plus haut point, comme vous pouvez l’imaginer. Nous tournons donc pendant près de 30 minutes. 30 minutes durant lesquelles nous n’avons pas trouvé une seule place et durant lesquelles nous nous sommes faits agresser par un homme marchand en plein milieu de route (celui ci n’a pas apprécié le fait que mon mari klaxonne).C’était la goutte de trop ! Nous sommes retournés à l’hôtel et avons demandé le remboursement pour toutes les raisons énumérées précédemment. La réceptionniste ne voulait pas rembourser et nous a demandé d’effectuer l’annulation nous meme (après nous avoir proposé d’aller dans un autre établissement partenaire pour y séjourner. Proposition que nous avons déclinée car nous ne souhaitions plus séjourner dans Varna après ça. Réaction normale à mon sens). Nous avons annulé et nous sommes allés séjourner dans un autre établissement, dans une autre ville. Là où j’alerte, c’est sur la mauvaise foi du personnel ! Je m’explique : nous n’avons pas appelé booking immédiatement pour expliquer ces mésaventures (grosse erreur). Nous avons reçu un e-mail disant que nous nous n’étions pas présentés à l’hôtel (gros mensonge de la part de l’établissement). Nous avons vu avec booking le lendemain pour le remboursement, la personne que j’ai eu au téléphone m’a dit que des frais d’annulation nous seront comptés, ok no problem ! Je reçois un mail disant que l’établissement acceptait de rembourser, génial ! Une semaine plus tard, je reçois un nouveau disant que l’hôtel avait finalement changé d’avis et que le remboursement était annulé ! Depuis, s’en suit une bataille acharnée avec booking (qui se dédouane totalement de toutes responsabilités car c’est l’hôtel qui refuse de rembourser et non eux) et l’hôtel qui n’entend manifestement pas les raisons de ne refus de séjourner là bas. Aujourd’hui énième appel où on nous explique exactement la même chose « nous allons voir avec le manager de l’hôtel pour qu’il procède au remboursement ». Et énième refus de l’hôtel. Nous courons après eux depuis trop longtemps. Pour conclure je dirais que si vous avez la possibilité d’aller dans un meilleur hôtel, mieux situé, où le personnel est plus compréhensif et ouvert, allez y !!! Celui ci...

Very nice price-quality budget hotel, very near from the autogara or bus station and the big mall, very well connected to the city downtown and the beaches by the local buses transportation, the rooms are super cozy with all the furniture very well displayed, the breakfast it's quite complete with the fresh products always available and the best of the hotel is the service, Alex the chief, will be always aware of your necessities to help you by the best way possible, the receptionist are very helpful too, (Boyana and Ivaniya). Only one thing that I can complain , it's that sometimes during the nights the rooms get a little bit cold during this winter months, but it's just a detail that I forgot to advise to the administration, anyway I give it 5 stars, and looking forward to return soon during the...