Prestige Hotel — Hotel in Veliko Tarnovo

I made a reservation here through booking.com for a "One-Bedroom Apartment" which is supposed to be "65 square metres" as described, for me, my wife and 2 children.||I made the reservation on Thursday and got there on Saturday, for 3 nights. May 1st is a vacation day so the whole Arbanasi was almost completely booked. When i made the reservation only 3 hotels had vacancy (this, Maraya hotel and another one).||When we got there Saturday around 12 (noon), the lady at the reception told me that she has no room for us, because she did not check booking.com system and all the rooms are full. She also told me that i will not find any place to stay in the whole Arbanasi as it is a holiday and everything is full.||After a while, and after my insistent requests for them to solve the situation somehow, she told me that the owner found a solution. It was a very small room (less than 10 sq meters) with a bathroom that had just a toilet and a lavatory (no bath tub or shower cabin). Also, it felt like it was in an old woman's house, not a real hotel...||The apartment we booked was 60 eur/night, and they said that they will give me this room for 45 eur/night... Actually they wanted the money at the start, luckily I asked to first see the room.||Knowing that Arbanasi was kindof full and after their pressure that i will not find anything else, i almost accepted the crappy room. However, before giving them the money i checked booking.com and saw the same hotels available (including the Prestige) as Thursday.||I called hotel Maraya which had a vacant apartment. The receptionist at Prestige heard my conversation and said that she can take me to Maraya, as she knows where it is. I thought that that was the least she can do to fix the situation she created.||When we got to Maraya, i saw the apartment, the rate was 50 eur/night, i said i will take it and thanked the receptionist from Prestige. However, she would no leave, and pretended that i need to pay 60 eur/night, to her, and from that price she can pay Maraya the 50 eur/night which was the room rate and with the rest of 10 she can pay a fee that she needs to pay at booking.com !!!!!!!!! for the room that she did not have for me!!!!!!||I was obviously shocked and refused this. then she talked something in bulgarian with the receptionist at Maraya (i think she tried to convince her not to give me the room!) and then left angry. She NEVER presented ANY apologies!!!!!||Anyway, i had my accommodation so I thought I will let it slide and have my relaxing vacation.||The next day, the shock continued: i got an email from booking.com saying that the Prestige hotel reported a no-show and that i need to pay 60 eur as a cancellation fee, as stated in the hotel's policy. I replied to booking.com explaining the situation and the next day i was contacted and assured that "Prestige" will not take that fee from my credit card.||||The attitude of the owner and receptionist was the most rude attitude i had in Arbanasi, where otherwise i had a...

We spent our new Year in this location and the experience was not great. The host is very kind but she doesn't speak english so it's not possible to communicate with her. Food was ok, very cheap and abundant but the rooms are terrible. Heating don't work properly and with a temperature outside of -8 degrees this is unacceptable. The isolation of the rooms is terrible with wind coming in from windows and door. Suggestion is to choose something different if you want to stay...

The owner was always very polite with us, making the things easy. The room where we were was the biggest one, very relaxing and I slept very well there. The environment was perfect, the garden, the old design of the house, there was also a small very lovely cat that live in the house to which I felt in love! Summarizing, I strongly recommend the hotel if you want to have calm days and relax. Definetly, I will go...