Emerald Beach Resort & Spa

I stayed at your hotel last weekend, and unfortunately, my experience did not meet the expectations of a five-star, all-inclusive establishment. I believe it is important to share some feedback for the management to consider and improve future guest experiences. Upon arrival on Friday, we were the only guests checking in, which should have made our experience feel exclusive, but instead, it was far from welcoming. The receptionist failed to inform us about several important details. For example, the spa access excluded the jacuzzi, which required an additional fee of 30 leva for 30 minutes. This was not mentioned at check-in, nor was it communicated that the Russian bath was also excluded. A staff member later asked us to leave the facilities unless we paid. This was embarrassing and completely avoidable if there had been proper communication upfront. Additionally, we were not informed that the hotel had WiFi. When I raised a complaint about the television not working, the receptionist’s solution was to ask me to troubleshoot the router myself, rather than sending someone to resolve the issue. This level of service is unacceptable for a hotel of this caliber, and it gave the impression that the staff at reception are unmotivated or indifferent to their roles. The dining experience was equally inconsistent. On the first night, the waitress in the restaurant was kind and attentive. However, on the second night, the service in the larger restaurant was appalling. The waitress was rude, unprofessional, and dismissive, accusing me of mumbling and speaking arrogantly. Her communication was difficult to understand, and she even instructed me to reuse my cutlery between courses, which is not acceptable in a five-star establishment. While she attempted to be polite at the end of the night, the damage was already done. The lack of transparency regarding the spa facilities and the hidden charges for the jacuzzi and Russian bath are particularly disappointing. Guests who book all-inclusive packages expect these amenities to be included, especially at a five-star property. This creates a sense of being misled and detracts from the overall experience. To the management: I strongly recommend reviewing your customer service policies and ensuring staff undergo proper training to meet the standards expected of a luxury hotel. Look to other five-star, all-inclusive hotels where guests are not burdened with hidden costs for spa amenities that should be part of the package. Also, improve communication at reception and ensure staff address guest issues proactively rather than making guests troubleshoot problems themselves. People pay a premium for the promise of a luxurious, worry-free stay. Please take note of these comments and work toward delivering an experience that matches your advertised standards.

The pool was very cool and nice breakfast. And very friendly staff and nice beds. Slide at pool. Fun time. I would go back there because it’s a realy dun place to go have fun and jump into a pool.

Nice clean apartment bit small, meant for 3 people but as solo was ok Everything in either Russian or Bulgarian by the pool. Not bad but bit expensive for what is was. Swimming pools very nice. Not a bad experience