Karolina Hotel

Staff are incompetent and do not care. When asked about why they aren’t doing anything about people reserving sunbeds the night before their response is “there’s no issue with it, I don’t see why it shouldn’t be allowed”. The staff behind the bar are also rude. Asked for a vanilla milkshake - told to wait 2 minutes then they continue serving other customers while occasionally glancing over at us!

Upon arrival was told I will be met at the hotel with our key and WiFi router we had paid for, however was driven to theyre offices and told to pay in full, after an hour of arguing that we’d already paid and him finally able to wake his boss up as it was 1am they gave us our keys and took us to our complex. After waking in the morning I took a look around, there exposed electrics, the shower hanging off, the shower door had gone and was replaced with a grotty falling apart curtain, there were 5 of us staying in this apartment 2 adults and 3 children, there was enough warm water for 2 out of 5 of us to shower warm, the water tank would take hours to fill back up and get warm again, plus without warning it drops all over the floor and if you don’t have a bowl under it to catch the water you will find your bathroom has a small river flowing through it. they display pics of karolina hotel and the pool which have nothing at all to do with these apartments but they will allow you to use , the gym you can hire off them for 10kg a day, spa was shut down, not sure why, resteraunt was nice, pool was nice and looked after but as I say these belong to the hotel, the thing that will catch you out is all these beautiful pictures are of the hotel which has nothing to do with they’re private apartments so when I went to the reception I was told that they can’t do anything as that’s nothing to do with them. They are displaying pictures of beautiful hotel rooms which are not the rooms they gave us, our room was supposed to be air conditioned throughout as we asked, the big room had air con for the two sofa beds my kids had to sleep on but our room had a fan to keep us cool, the beds were uncomfortable no good at all for your back, we paid for cleaning and change of towels etc, nobody came once, even though I tried to complain the hotel said it’s nothing to do with them. We also paid for an extra day as our flight back was at midnight and didn’t want to be stuck holding our suitcases all day from 10am so they told me at the beginning of the holiday we’d be picked up at 9pm outside our apartment entrance on Friday 15th I said ok, at 7.30pm that night I got a call from a Bulgarian number to make sure all is ok, this someone who called me doesn’t speak English well at all and told me in very broken English that they collection the next day is sorted, at which point I said I don’t want picking up the next day, you have all my flight details and you knew and agreed to pick me up in an hour and a half from now at 9pm Friday yet your phoning me and you don’t know anything about it. You try explaining all that to someone who doesn’t speak English when you only have 90 mins before your supposed to be on your way to airport. Lastly all complaints fell on deaf ears I told them about my room, the defects, the fact the hotel didn’t wanna know, the fact it didn’t get cleaned once. The oven they give you won’t close and has no visual displays to tell you temperature or if it’s