I was not able to respond directly to your reply to my review, but I would like to take this opportunity to clarify, as several statements you made are simply not accurate and do not reflect the reality of what occurred during our stay.
When we checked out after just one night—despite originally booking a 6-night stay—the manager clearly told us first thing when he saw us “We won’t refund you anything.” No apologize. We only stayed that night because we were traveling with our almost 90-year-old mother, who was utterly exhausted after an 8-hour drive. We had no choice but to remain for one night to ensure her safety and comfort, but we left the property first thing the next morning, as the room conditions were absolutely unacceptable.
Thank you for taking the time to respond, though I must respectfully disagree with the way the situation has been portrayed in your message.
Unfortunately, your statement does not reflect the reality of our experience. When we first raised our concerns about the mold in the bathroom, around the toilet, under the sink, and on the damaged door, the manager did not offer us another room at that time. In fact, we were clearly told that there was nothing that could be done.
Moreover, when we checked Booking.com ourselves shortly afterward, we saw availability for smaller rooms, directly contradicting what we had been told. This inconsistency is both concerning and disappointing.
It was only after we insisted and pushed for a solution that another room was eventually shown to us—not proactively, but reluctantly.
The room we were shown was much smaller than the one we paid for—there was barely enough space to place our luggage—and it was certainly not equivalent in comfort or value. We never asked for an upgrade or a two-room unit; we simply wanted a clean, safe, and mold-free room in the same category, which is a basic expectation for any guest, especially when paying $300 per night.
As someone with allergy, I made it very clear that the room presented a serious health hazard. Instead of showing concern or empathy, the only action taken was to send a cleaning staff member to wipe down the mold. Despite this, the mold obviously remained visible. At no point did the manager apologize or show any empathy.
To reiterate:
• We did not request an upgrade.
• We were willing to pay more, despite the already high price, just to be moved to a safe and livable room.
• We were repeatedly told, “There is nothing we can do.”
The condition of the room and the dismissive, unprofessional handling of the situation left us no choice but to leave. Due to the high season, we were unable to find alternative accommodations nearby and were forced to cut our trip afrer one night and return to Bulgaria, which completely ruined our vacation.
We have reported this situation to Booking.com. The room we stayed in should not be rented out in its current condition—not just because of the visible mold and water damage, but also because it looks nothing like the photos online. It’s both misleading and unsafe.
Our review is intended to warn future travelers who, like us, rely on ratings and photos when booking accommodations. This was not a minor inconvenience—it was a serious health and safety issue, coupled with a complete lack of accountability and proper customer care.
We sincerely hope you take immediate steps to renovate the room and train your staff in appropriate guest relations. Until then, this property does not deserve its high rating or its current price...
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