Melia Grand Hermitage

I had a very disappointing experience during my stay at Grand Hermitage Varna. One afternoon, I was feeling unwell and called reception asking for medical assistance. I was initially told a doctor would come to my room. Shortly after, they called again and instructed me to go to a medical center because the doctors were “busy.” I was not informed that this was a private medical center. Upon arrival, the doctor administered an IV drip and recommended additional tests, including blood analysis and an ultrasound, which were performed at yet another location. At no point was I informed about the costs beforehand. After treatment, I was shocked to discover a bill exceeding €1,100 for services, supposedly covering three days of treatment. I did not consent to additional days of treatment, and when I raised this issue, I was told I had been “informed beforehand,” which was not true. Attempts to clarify or dispute the charges were met with excuses about government tax and private center policies. Furthermore, when I asked the hotel why there is no in-house medical service, I was told that all nearby hotels operate in this way. Yet the hotel itself does not take responsibility or provide clear information to guests regarding private medical services. This experience felt misleading, unfair, and highly unprofessional. Guests should be fully informed if medical services are outsourced to private centers with separate fees. The lack of transparency and accountability from the hotel is deeply concerning. I cannot recommend this hotel under these circumstances.

Following an issue caused by other guests which was reported to the customer relations team, a follow up review is required. The customer relations team followed up following our dissatisfaction with the issue and sought to improve the stay for my family. I appreciate the efforts and the personal approach in addressing the problem. We're assured that they will take a proactive approach to affected customers in the future when problem customers cause issue for others (something which their staff can only react to after the event), especially where young children are affected. I pass on my thanks to the customer relations team for their efforts in making my family feel happier and safer.

I am shocked and disappointed that this hotel is part of Melia having stayed in various Melia hotels around the world. I visit Golden Sands or Albena every year and the standards at this hotel are disappointing. Stayed in August with my family in a Level upgraded room. The hotel is extremely overcrowded making the stay stressful. The rooms are not cleaned at all. For a first time in my life I have been asked to pay for the coffee and tea in my room. No parking despite being advertised as available parking. Made complaints at reception but hotel management appears to be students in a summer placement - very kind and sympathetic but absolutely clueless. All staff is imported from “somewhere???” - none of them speak Bulgarian and all completely inexperienced. Filthy overcrowded beach.

We were on a family vacation with our 10 year old son. We had a great time, there are lots of entertainment like slides, a rope park and a wonderful animation team that always offers different activities, both for children and adults. They were always smiling and even if you refused them, they always wished us a nice day again with a smile. The food was delicious and varied, you can always find something to eat throughout the day. The rooms are spacious and clean. We would gladly come back again.

It’s a beautiful hotel, lovely swimming pool, we were happy with the food. Friendly staff. If you have teenagers not a good place, bar staff will serve alcohol to minors even though you have asked them not to. Cocktails were given with no qualms and my son was 16 If you have little ones ok but not great for inbetween as they don’t care.