Boutique Hotel & Spa Tsarevets

I still blame ourselves how could we accept to stay at this hotel! I think there is some confusion with a hotel next by having almost the same name but much higher rating. We always make a research beforehand for our accommodation but this time we fell into a trap. We stayed two nights at this establishment during our holidays around the country and it was the worst choice of all. And we'd been to many hotels in Bulgaria. Let's start with the good points... Hotel is well located, within a short walking distance from Tsarevets fortress. It's also in the old city which allows you to reach it easily after going around. The neighbourhood is calm and away from the traffic of the main streets. Breakfast is so and so. Nothing to recall really but still acceptable. Now, let's get into the room we had. At first glance everything looks tidy and indeed the photos on the internet reflect what you initially see at the hotel. But, the photos don't show the hygiene, cleanliness and professionalism. It's like there is no management at this place. It's like everything is in auto-pilot. We entered our room quickly after checking in, to leave our things and go to visit the fortress. Upon arrival in the room, we notice that the bed sheets were crumpled. Bed was prepared and tidy but everything looked kind of used. You couldn't tell for sure that the housekeeping changed the bed sheets. It's out of my own logic to think that a hotel can put new clients in rooms where the bed sheets haven't been changed (!), so, we thought that maybe it's a policy of the hotel not to iron the bed sheets for energy consumption matters. We didn't see any obvious dirt to confirm our fear. We went away for visiting the fortress and city and returned back to the hotel late. Again, we had our question marks when going to bed if we are really sleeping in a clean room... It was late to start complaining to the reception so we decided next morning to share our thoughts with the receptionist. The next day, going down for breakfast we reported to the lady that we were unsure if we had a clean room or if it is a matter of policy for not ironing the sheets, because everything looked crumpled upon arrival. She confirmed that they iron the bed sheets but maybe in our case the sheets were still a bit wet and weren't enough ironed. She said to us that definitely our sheets were clean but she will ask anyway the housekeeper to change everything at the cleaning of the room during the day. Later in the day, returning to our room we found it exactly at the same condition as we left it in the morning! No new towels, old towels on the floor, no toilet paper, no shower gels, bed as we left it in the morning. After seeing this we were sure that indeed the room we had was not cleaned the previous day from the previous clients and no bed sheets changed. I went downstairs to the lady at the reception. I reported the situation and she was like surprised. I asked what is the policy of cleaning the rooms in the

The price of a room is much too high in relation to the services offered. the hygiene leaves much to be desired and they turn on the strong AC to cover the smell of the carpet in the room. Peeling wallpaper, dust-clogged ventilation. You have no privacy at all in the bathroom - glass window & door that does not close tightly - room 301. Poor breakfast for vegetarians under the conditions in which I specified this aspect when booking. Dirty dishes. It is very close to the Fortress, 2 minutes, but it is not a picturesque location. The quality-price ratio is not worth it, we will not come back here, lucky that we only stayed 3 nights.

Very nice hotel close to main attractions. The breakfast was good and fresh. The hotel is clean and modern. It has a very nice pool and spa. The rooms are big and with a lot of space. The only problem was that the stuff don’t know quite well English

The room are exactly like in the photos, amenities are quite well and match with the descriptions. The problem is with the staff, especially the manager. Is very rude, unpolite and started yelling at me when i asked him if it is possible to check in earlier. The breakfast is quite poor , you don t have so many options but it has a good taste. They don t speak english, it is very difficult to understand with them. The manager told us that is a family business and it is not 24/24 open the reception. When we had to check out, we had to wait a lot in the lobby with other people because there wasn t anybody at the reception. The rooms are clean … but we found a bug in our room:(. I only recommand this hotel if you will stay 1-2 nights.

The worst accomodation experience I have ever had.We booked a deluxe double room with extra bed.The extra bed was dirty and broken and we had to put the filthy bedsheets on by ourselves.Afterwards we had to wait about an hour for the owners of the hotel to answer.Not only did they refuse to refund us but they also denied to help thier own employee and hung up the phone while she was asking for their help.After almost two hours they gave us a tiny extra room that was even filthier than the last.In both the rooms the bedsheets were dirty and full of hair and every corner of the rooms had spiderwebs.

Bellow I will describe the difference between the information provided during the initial conversation with the hotel representative and the reality on arrival: • Check-in timeslot misinformation - the actual check-in was 3pm (instead of 2pm as stated during the phone call) check-out still same - their excuse was the pandemic situation. • We were forced to pay prior Check-in! - during the phone call, the receptionist claimed we could pay at anytime during the stay. • Issues with the parking - " we have enough parking spaces outside the hotel including a free underground parking and you would definitely have a parking space in the underground car park" - was the statement of the receptionist. On our arrival there were no parking spaces available even the promissed one (big problem for Veliko Turnovo city centre). Later on, it appeared that the underground car park is not free! • All amenities in the SPA centre are free for the hotel guests except the massage - was what the receptionist stated on the phone call. This was not true at all! On arrival, the receptionist told us that the sauna and the steam bath cost 10lv each for each person who uses them... Free were the 4m long kids pool and the jacuzzi. • The AC system didn't work in the room - the fuse was down. Later on, it appeared the management schedule when the cooling system to operate. • Tsarevets fortress room view .. Well, yes. If you pop out your head outside the window and bend your neck you might see it. • Breakfast... let's say that the coffee was ok. The conclusion: deffently not a claimed 4 star fancy hotel and the appropriate service - miscommunication between the personnel, not so professional attitude. Do not expect a warm wellcome and a smille.