Duni Royal Pelikan Hotel - All Inclusive in Sozopol

DO NOT USE THIS HOTEL!!!! We have just come back after spending a week there and it was hands down the worst holiday experience we have ever had. So many problems to go over but the biggest one was how rude the staff were. No customer care whatsoever, not willing to help anyone and literally would moan if you asked for any assistance. Our air conditioning wouldn’t work and it turns out every other guests that were staying were having the same problem. After speaking to other guests, the reception staff had been telling everyone different stories from an engineer will be out to they have turned the air conditioning off throughout the hotel as it was getting ready to close for the season?!?! We had an engineer out to look at ours and the reception staff contacted us to say he will ‘get a part’ for the air con the following day to fix the problem. Turns out this was a lie and they just told us that to please us at the time. The hotel has a big splash park connected to it and this was one of the reasons we booked here as we have 2 boys. Now imagine the disappointment to find out ( off other guests not the hotel staff) that it was closed, again as they were ‘getting ready to close for the season’. This was not advertised on the website and if it was we would of never booked there. All other families were complaining about this and all the staff would say is ‘well you now know to not book at this time again’! This isn’t exaggerated in any way believe me, these are there actual quotes. Despite it being an ‘all inclusive’ holiday’ a lot of the bars and pools were closed, if you have young ones in a pram then be prepared to carry it up and down stairs to get to the restaurant and pool as there are no ramps. We booked it with first choice and we (along with everyone else that were staying there) complained to the TUI rep and her response was that first choice shouldn’t be selling it as they always have complaints!!!! Not really helpful to us after we had paid a lot to go there. She then went to say that the staff there are underpaid that’s why they are miserable. Our youngest baby has allergy to dairy and my wife who breast feeds him has obviously cut out dairy so he doesn’t have a reaction. They put out allergen advice for the food that they put out, however they put out a pastry that had a symbol that it contained just gluten. My wife had it and my baby son had a severe reaction as it turns out it contained dairy. First choice are currently dealing with our complaints and they are seriously considering not using the hotel again. The rooms were dated and not clean, no sheet on the bed when we arrived and urine on the toilet seat. We obviously asked for a maid to come up and put a clean sheet on the bed and to clean the toilet and her response was ‘tomorrow as it’s to late in the night’ 😂 we were gobsmacked and demanded that she cleaned it which she eventually did. everyone who we spoke to that were staying at the hotel said they were taking it further to ensure the hotel isn’t advertised through first choice again as there experience was as bad as ours. There are so many more issues but I think I’ve ranted enough. Hope you all take the time to read this before you think of booking this hotel.

Food is awful, staff are almost rude very uninterested lucky to get a grunt out of one let alone a smile. Complex is nice beach is beautiful but the staff have ruined this place made me and my family feel unwelcome

The food is certainly not for English people. Barely anyone speaks or understands English. The food is shocking. Even the human dustbin of the group refuses to eat at this hotel. Very disappointing especially as we have a week left ☹️