Grand Hotel Pomorie in Pomorie

Although we had booked for 3 days, the reception we got was so bad that we turned around and walked away from the hotel and drove back to Varna where wee were staying. It's not often that we walk out of a place that we have paid for in advance.

This is supposed to be a wellness resort. It does have mineral water pools, saunas, etc. However, smoking is not only tolerated, but allowed. The room smelled like cigarettes. I cannot open the balcony as smoke comes in, I cannot sit on the balcony and enjoy the beautiful sea view, because smoke comes from all sides. The restaurant buffet is decent, but I cannot enjoy it as there is very limited indoor seating and in the fully enclosed patio, a lot of people smoke and there is no ventilation. If you want to enjoy the Black Sea and do some spa activities, and you do not smoke, this is not the place. I do not understand how the hotel management can allow such a blunt violation of the law.

We will never come again
The AC barely worked and when it let out air it smelled of smoke. There were ants in our room. The staff was not very service minded. You had to pay for the sun beds on the beach. They claimed to have a lot of facilities (e.g., minigolf, tennis) but there was no signs of that. A fourth of the facilities in the spa didn’t work. Seems like this hotel had it’s glory days 20 years ago.

PROS:
• Prime Location: The beach is directly across from the hotel, offering easy access.

• Room Views: Most rooms face the sea, providing stunning view.

CONS: After spending nearly a week at this hotel, I can confidently say it falls far short of its five-star rating, as other reviewers have noted.

• Rude Reception Staff: On arrival, the receptionists were extremely rude and bluntly put mean. We arrived a few hours early, not expecting to check-in but hoping to use a parking space while waiting. To our surprise, the hotel had changed its policy, and free parking was no longer available—a detail omitted from both the hotel’s website and the reminder email sent days before arrival.

The excuse for charging for parking was flimsy—they claimed no responsibility for vehicle damage. Additionally, losing the parking receipt incurs a 100 BGN fee. The receptionist offered no guidance on alternative parking options, brusquely stating they weren’t responsible for other parking lots. To address the marketing manager’s generic response to similar complaints: the hotel’s parking lot has a ramp, preventing direct access.

• Outdated PMS: The hotel’s PMS is archaic. If you make an error or forget to include something in your reservation, the front desk cannot update it. This caused significant inconvenience, as my family had to dine separately because only one of us was initially booked for the restaurant. Prepaying for all dinners was not allowed, and adding the buffet later cost three times more. Despite that, we had dinner together one evening. I had asked the hostess to add the charge to my room. During dinner we ordered couple of drinks for which I had prepared to pay cash. I requested to pay cash for the drinks only but the server—visibly frustrated—presented a cash bill that included the buffet and drinks, dismissing my attempt to clarify.

• Unwelcoming Staff: The dining room staff, including servers and cooks, appeared miserable and unapproachable. The dining area itself was poorly maintained, with large bumps in the carpet causing guests to trip frequently. Random table pieces were stored near dining tables, creating a cluttered and unprofessional atmosphere.

• Subpar Rooms: My room was far from three-star quality, let alone five-star. The bathroom, once elegant, now had mold above the sink, a loose broken tile, and a cheap, outdated showerhead. The bathtub and shower cabin were clogged, and the floor was dangerously slippery, especially with the provided slippers. Towels were thin, worn, and frayed.
The room’s carpet was stained, with one still-wet spot upon arrival, holes, and frayed edges. Wallpaper was peeling and discolored. While the bed was comfortable, the sheets had holes. The TV was barely functional, with only volume and channel buttons working. The chairs, once attractive, were torn in multiple places.
The balcony, offering a stunning Black Sea view, was invaded by spiders and spider webs. The chairs were faded, creaky, and covered in webs as well, and the floor was filthy and slippery. The metal railing was loose, and the mosquito screen door was torn, allowing insects to enter, resulting in multiple bites over several nights.

• Poor Checkout: After spending approximately $3,000 at this so-called luxury hotel, all we received upon checkout was a curt “thanks.” The front desk staff’s attitude suggested we were a burden, not valued guests. There is no excuse for their disrespectful treatment of my family and me.

This hotel is an absolute travesty masquerading as a five-star property, and I will never return to it under any circumstances. Having been robbed of $3,000 for an utterly deplorable experience, I can assure you it doesn’t deserve a shred of praise, let alone a single star. Spare yourself the regret—don’t squander a dime on this sham of an establishment. Countless other hotels deliver genuine hospitality and treat guests with the dignity they deserve, unlike this pitiful excuse for luxury