Royal Calisto Hotel in Sozopol

PLEASE TAKE THE TIME TO READ!!!!!!!!!
After staying in this hotel, I can definitely say this was one of the worst experiences i’ve had. Dont be fooled by the nice decor and design of the hotel. The reality of it all is it is a decently renovated hotel with horrible arrogant and EXTREMELY rude hotel staff.
The issues began the second I stepped foot into the hotel and was greeted by the receptionist who gave my friends and I attitude and was not welcoming at all. We stayed in one of the penthouses. On the surface the room looked okay, but after looking around all of the problems quickly became evident. For starters, the toilets in both bathrooms kept breaking and weren’t able to be flushed. One of the showers on the second floor had a huge window with no curtains, looking over the city of Sozopol and the hotels around us. It was extremely uncomfortable to shower there because this meant that everyone around can see you showering. Extremely disturbing…. On top of that out balcony was constantly flooded due to the leaking AC. ( I will attach pictures). These however were not the main issues.
We decided to eat lunch at the hotel restaurant one of the days. WORST MISTAKE EVER. After ordering three Shopski salads we found MULTIPLE hairs in all three of them. We told the waiter to which he proceeded to grab our salad DIG INTO IT WITH BARE HANDS AND PULL OUT THE HAIR, saying “its not that big”. I have never been more disgusted in my life. We told him to remove the salads and we did not ask for new ones. The rest of our order was also messed up. When asking for the bill we noticed the salads we did not eat for obvious reasons were included in the price. We calmly explained to them that we will not pay for them to which they laughed in our face. We ultimately decided to speak to the manager of the hotel. The lady at the reception ( again with attitude) told us she is the manager and said “I dont see the issue here, you got your money back so who cares?). I believe that as a hotel manager you would at least apologize to your hotel guests, but that was not the case. The hotel staff made it seem as if it was our fault.
We decided to move on and just enjoy out vacation but the problems do not end here.
My friends and I spent our days on the beach and would leave the AC working in the rooms so we can come back to a cool room since it did get very hot given that the room was on the last floor. After coming home from the beach, one day, we noticed that the power card was removed. All of our ACs were turned off. We went down to the receptionist and asked why the ACs were turned off to which she told us the owner of the hotel noticed we left a window open and were wasting electricity. They could have easily closed the window. Someone had also gone into our room to fix something on our balcony and we were not informed about this. I believe that when someone other than the cleaning ladies are entering the room I am paying for with all my belonging inside, I should at least be notified. after these multiple problems, we finally decided to speak to the hotel owner in hopes he would understand. WE WERE VERY WRONG.
After explaining all of these problems to the hotel, owner, he told us that the “Entire hotel is sick of us and if we continue to cause problems he will shut off our electricity and kick us out”. He told us we aren’t “ nearly as close to his age, wealthy and education and have no right to speak to him like that”. I have never seen such horrible customer service in my life and I am appalled by this hotel and its staff. Stay away!!!!!!

PLEASE TAKE THE TIME TO READ!!!!!!!!! After staying in this hotel, I can definitely say this was one of the worst experiences i’ve had. Dont be fooled by the nice decor and design of the hotel. The reality of it all is it is a decently renovated hotel with horrible arrogant and EXTREMELY rude hotel staff. The issues began the second I stepped foot into the hotel and was greeted by the receptionist who gave my friends and I attitude and was not welcoming at all. We stayed in one of the penthouses. On the surface the room looked okay, but after looking around all of the problems quickly became evident. For starters, the toilets in both bathrooms kept breaking and weren’t able to be flushed. One of the showers on the second floor had a huge window with no curtains, looking over the city of Sozopol and the hotels around us. It was extremely uncomfortable to shower there because this meant that everyone around can see you showering. Extremely disturbing…. On top of that out balcony was constantly flooded due to the leaking AC. ( I will attach pictures). These however were not the main issues. We decided to eat lunch at the hotel restaurant one of the days. WORST MISTAKE EVER. After ordering three Shopski salads we found MULTIPLE hairs in all three of them. We told the waiter to which he proceeded to grab our salad DIG INTO IT WITH BARE HANDS AND PULL OUT THE HAIR, saying “its not that big”. I have never been more disgusted in my life. We told him to remove the salads and we did not ask for new ones. The rest of our order was also messed up. When asking for the bill we noticed the salads we did not eat for obvious reasons were included in the price. We calmly explained to them that we will not pay for them to which they laughed in our face. We ultimately decided to speak to the manager of the hotel. The lady at the reception ( again with attitude) told us she is the manager and said “I dont see the issue here, you got your money back so who cares?). I believe that as a hotel manager you would at least apologize to your hotel guests, but that was not the case. The hotel staff made it seem as if it was our fault. We decided to move on and just enjoy out vacation but the problems do not end here. My friends and I spent our days on the beach and would leave the AC working in the rooms so we can come back to a cool room since it did get very hot given that the room was on the last floor. After coming home from the beach, one day, we noticed that the power card was removed. All of our ACs were turned off. We went down to the receptionist and asked why the ACs were turned off to which she told us the owner of the hotel noticed we left a window open and were wasting electricity. They could have easily closed the window. Someone had also gone into our room to fix something on our balcony and we were not informed about this. I believe that when someone other than the cleaning ladies are entering the room I am paying for with all my belonging inside, I should

We spent 2 great days at the hotel and then in the 3rd day a group of several families with children of all ages arrived. They were allowed to stay by the pool until 00 am, drink, be loud, have their children run around and break things, play loud music, smash room doors and just be disturbing in general. We have an 18 month child with us. We couldn’t put him to bed, because of all the noise caused by the group of guests. We called reception numerous times - starting at 10:30 pm, as phone records can show, but all they kept saying was “we’ll talk to them”. Very disrespectful and unprofessional on behalf of the hotel staff. I’m sorry to say, this was a great disappointment and we’ll never visit here again.
Edit!!!! After posting this last night “the hotel owner” called me on my personal mobile and told me we need to leave “her hotel” first thing in the morning because we’ve agitated the whole hotel staff and are no longer welcome. They’ve done everything to make us feel at home, but we should know this is the seaside, and guests of the hotel can do whatever they want up to 11:00pm. (Mind you - she’s calling me at 11:30pm, the group of people by the pool still going loud). That’s the law and we should have read the law. If our kid has trouble sleeping, there’s now other kids there who do not want to sleep, so why are we being so pretentious? If we want peace and quiet, we should go to the mountain, because this is the seaside and people do whatever they want here. One more thing - the deal we booked through the hotel website (and I have bank transfer records to prove this) included 1 last free of charge night at the hotel - that’s exactly when we got thrown out for being pretentious. Not that we we’re staying after these events anyway. But just the sheer absurdity of this situation. This is the very sad reality of SOME Bulgarian hotel “owners”. And if the “owner” has anything to say - pull up the video footage from your cameras and let’s see what happened and when.