Caramell Premium Resort Superior

If you have an electric car, please don’t come here but if u still want to come you have to pay 5€/hour for the charging which is only 220W, so there isn’t a real charger only the basic one. The hotels also need a huge renovation, the new side of the hotels also very old and warn, shabby.

Really not recomended ! the struggle to get food inside the resort at 17.45 Tuesday it's destroying all your expectations from it. Difficult to discuss with staff...and they LIE in the menu from the room in the premium rooms from building D. It'says that you can order from menu provided in the room till 10pm, for a fee of 2000Huf, but in reality nobody serve you anything. I wil not come second time and I will not recomend this place to anyone ! Sorry that I choose this location.

OMG, where to start.... They have a stupid policy that you can’t change your towel or bathrobes before 3 days 😡 (I checked out on the 3rd day anyway..) and they tell you to dry it in your room - which I did overnights, but obviously 1-2 hour is not enough time to dry the towels and bathrobe AGAIN, before heading to the spa again after lunch, etc.... but they refused to change it (what service is that????), for a 4* Superior hotel it is ridiculous, also in general, it is just ridiculous. Yes, save water and stuff, but if a guest REQUESTS to please change it for a dry and clean one, you would do it! In better places!

The food was okay, desserts a bit tasteless, not sure why? My friend said the same, who was in the same place previously.

The service charge fee for everything ON TOP OF THE COSTS are weird hidden fees, as it did NOT say when I booked online at all in the price... basically I booked online with all the services (bf, dinner, treatments) and paid the deposit, but somehow, I ended up paying about 50 000Ft more than what I booked.. I had the tea and free cake, but that did not cost that amount.. the service fees added up, god knows, why when it was self service and buffet bf and dinner anyway... so maybe be transparent and note the extra fee before you give the bill and including IN the online booking as well...

The communication between the receptionists and the treatment staff is very POOR!!!
The therapists had kinda no idea what and who to expect and what time.. the receptionists forgot to tell them some important details (what treatment we exactly paid for and how long), also did not give correct treatment times to them and to us! + gave the wrong number of people (I booked for a couple massage, not for 1 person! - which meant, we were lucky that they had both thai therapist ready on time, 1 just got in and had a coat on and the surprise on her face, that she actually dropped in for a treatment asap she got in) receptionists changed treatment times randomly without confirming with us!!! So that messed up our and the therapist timings as well..

The BEST things were the therapists despite all of this!! The Thai therapists ladies are the AMAZING! Lovely, caring, professional and gave amazing treatments! I am saying this as a long practitioner massage therapist myself!

The spa water was nice hot, and as we went in winter, not many people, which was great. - Lack of information about the water and how long to stay in the water.. Having to search on the website is not good enough! It should say in the spa area with all the details about the health benefits, description etc. to advise to all guests.
The other wellness pool was cold, blowing cold bubbles, not enjoyable at all!!

So to summarize it, this is NOT a 4* Superior hotel experience and costings.. rather 5* for costings for 2* quality in terms of rooms and reception + waiter service (oh some rude comments from the waiter after dinner). Working in the hospitality industry ourselves with my partner for decades, we never dared that attitude to our customers ever!
Food was okay, but I am going to hotels on a regular basis, and I have eaten in 2* places a lot more delicios food, literally every time!
SO who deserve a 5* there are the exceptional thai massage therapists and the beauty therapist lady, who also gave a lovely treatment.

The therapists are amazing, but they would be in their own business without the hotel as well!!!

The hotel itself with all the out of work spa facilities, cold spa water, blant food, some rude waiter and hidden costs with NOT mentioned service charges ONLY visible with the final bill - not mentioned anywhere else (online booking, etc), and the list could go on.
So max 2 stars but only because of the lovely treatments and friendly approach from all therapists. (if it would be just the treatments to rate, they would get 5* from us and the advice to start their own business outside of this hotel because they are amazing)

The rooms were okay, although the showercabin was broken, water ran out at the side of it. We missed more hooks to hang jackets or towels properly and we also missed night sinks.
Personell gave mixed informations about services, one said, we could only exchange towels for the wellness area after three days (yikes) which wasn't true after all, we could exchange them daily. At the reception we were told, all hotel guests get a free piece of cake in the afternoon, but when we went to the bar to get it, they told us we'd have to order coffee too..
Some of the facilites smelled really bad, like mold, f ex the Tepidarium and Turkish steam bath. The smaller saunas were just forgotten to be kept warm sometimes and when we wanted to use the bio sauna or aroma sauna, they were just cold. The finnish sauna was ok, but one day there was like a sauna disco, and the music was so loud you could hear it in the whole wellness area, a bit annoying if you want to relax, but at least it didn't last very long. Some saunas miss a sandclock and/or thermometer. After my massage I had more pain than before and the masseur spoke almost no English, so he didn't even understand me, when I told him that. There was no kind of refund or voucher for another massage after I talked about it at the booking office for wellness treatments. My partners treatments were ok though. Seems to depend on which person treats you.
The thermal water pool was great and I liked the salt cave. Bit sad that there was just one other pool with whirlpool which was too cool to really spend time in. There was no pool to really go swimming. Also there is no cold water pool to cool of after the sauna, you either pour a bucket of cold water over yourself or take a shower.
The gangways that connect the different parts of the hotel are barely heated and I got a really bad cold after three days, I guess because of walking around there with wet hair and wet bathrobe (changing is only possible in the hotel room).
Buffet was great in the morning and not that great for dinner.
There were cameras everywhere, even in parts of the wellness area. We didn't find that very comfortable.
All in all we were able to make a nice time for ourselves but I'd definitely not go there again. I also found the total cost of 700€ way too high for what we got spending our vacation in this hotel.

My worth experience around europe. 4 star lie overpriced bad bad bad ! Very dirty hygene not on top ! 5 days one time cleaning on request , food low level 2 star , spa half not working , mechanical.problem on doors can open the room alone our dogs came out without controll . We talk with the manager secound day. He was really nice and did his job. Said we are all have right and they will try to make it change. We had a free massage that was the only good here . We were told to have compansation , but the morning we left the hotel we just payed a crazy amount for this terrible experience. So all is a lie and stay away people!!! So far as you can.

Kitchen the worst I experienced in my full travellings around. Same bad boring food every day same ragou for 4 days named same sauce same sweets like dry bread with cream full butter. Basic material low level ........

Could write a lot more , I will put photos from cigarettes around our balcony , bed after cleaning . Its a joke !