Aqua Hotel

We recently stayed at Aqua Hotel in Bulgaria as a family. The rooms were quite nice and the location is convenient, making it easy to access nearby attractions. However, the service was extremely disappointing. Basic amenities like drinking water were not provided in the rooms, and when we requested it over the phone, we were told to get it from outside the hotel—which was quite shocking for a hotel of this standard. Also the cleaning lady never changed towels, cups and toilet papers were not provided. We called to the reception but nothing done. The worst part of our experience was the parking. The hotel has very limited parking space, and guests are charged 12 BGN per day for it. This added cost and inconvenience made our stay less comfortable than expected. Overall, while the rooms and location were satisfactory, the poor service and parking situation would make us think twice before booking again.

The worst customer service on a hotel's reception that I ever seen in my life. Non-professional woman showed all kinds of disrespect and discrimination by nation. Knowing I'm Ukrainian she refused to speak English at some point and told me that I must know Bulgarian (which I barely understand but trying to learn in a free time). She doesn't even know what the customer service is, she should be ashamed to come at work without any skills except that she's barely speaking English, but only when she wants. The main issue why the conflict took place was the absence of AC in all rooms in the hotel. They have only central heating that cannot be regulated. The first room's temperature was 30C degrees. Second one was 26C degrees, still impossible to breathe, you feel like in sauna. They refused to make a refund at any point, however they obligated to do so by law. Hopefully elderly woman came out and showed us another room that was 22C degrees and we were able to breathe. Rooms Hot, no air, no AC Nearby activities Jacuzzi is working only 50% but they still charge 20BGN for that

No parking for guests. You can pay for a parking spot but if you leave and somebody else needs a spot they sell it again to the next person and you have nowhere to park. If a spot becomes available they charge you again as if you haven't payed already. This makes the hotel useless for business visits to Burgas.

You need to be lucky if you want to have dinner in the restaurant because it is insultingly small. The one night the place was empty the kitchen was slow. The staff wasn't helpful or polite either.

The deluxe room is below average. There is no shampoo or shower gel in the bathroom so bring your own. There is some type of soap I guess.

I was there for 5 nights. Don't visit for more than 1. Unless you just need a place to sleep for a few hours before moving on don't even consider it.

The room wasn't ready when we arrived, we were told that they had rented it to someone else as the hotel knew we would arrive 16 hours later than we planned, but we know it's already booked, so we should have got the room right away when we arrived. The hotel is in a residential area and there are a lot of mosquitoes. We had to pay extra to smell the steam. The restaurant had short opening hours.

One of my worst experiences abroad - would never come back. I booked 2 nights and got to my room really late at night because my flight was delayed, took a shower and went to sleep. In the morning I discovered that the entire bathroom smells like sewage! I told the receptionist and left the room for the day. In the evening when I came back and showered it became even worse and the entire room smelled bad, when I got down and talked to the receptionist she shrugged her shoulders and said the technician would come in the morning.
I ended up explaining to her that the right thing to do is move me to a different room because it is not possible to spend the night there and compensate me for another night. She ended up moving me to a smaller room which I didn’t mind as long as it won’t be stinky.
In the check out they made me pay for that extra night!! Even though the receptionist never told me I would have to pay for it and even explaining to the manager didn’t help.

Bad service and they also ripped me off!!! And I’m not even begging to describe how badly this hotels looks, how uncomfortable the beds are and the amount of noice from the other room!
Do yourselves a favor by choosing someplace else!