Melia Grand Hermitage

I am in disbelief that this hotel is part of Melia?! The service, facilities and location have nothing to do with Melia standards. Only the price was consistent with Melia standards. There is no beach access. 15 min walk from the hotel you get a free sunbed on a horrible dirty overcrowded public beach. The beach in front of of Melia is part of another hotel?!!! The hotel management are definitely in their early twenties with absolutely no clue about hotel management and customer service. There response to issue I have raised, was shocking. We stayed in a Level apartment which costs more than a stay in the Maldives and I didn’t even get basic toiletries such as shampoo. No coffee either although the room is advertised as including coffee making facilities. The management response was that coffee making facilities doesn’t mean that coffee will be included. In departure and checkout after settling a bill for thousands of euros, the manager did not even ask how was my stay and did not even bother to say goodbye I am shocked!!!!! I am originally from Varna and my family holiday in golden sands ever year. I should have listened to all locals warning me not to book at Melia.

In September I had 10 days at The Melia Grande Hermitage and the staff are what made it a great holiday. Yes, the rooms are spotless and the food is great, but that is what you would expect from a Melia, but the quality of places always comes down to people. So after several reviews here diminishing the staff, I wanted to share my experience. I found the staff to be not just warm and friendly but one of the managers, Nina Neshkova, could not have been more kind and she made me feel cared for, truly impressive for a hotel of this size. While it is exceptional to find one person as good as Nina, I found two. The manager of the Spa, Maia Ivanova, also deserves special mention. She was warm, welcoming, incredibly helpful and extremely efficient and she guided me to the right members of her team to get the sessions I needed and loved. I heard hardly any English voices in the hotel, or in Varna generally. So perhaps people have been too quick to take staff not being fluent English speakers for rudeness, and have forgotten to consider they may just need a moment to get their heads around what you’re saying. I found even those with no English very happy to help. This is a great hotel with a great team.

I had reservation for 3 sea view rooms, 6 guests.We were accomodated in 2 sea view rooms and 1 pool view room. At the reception we were promised that next day they will change the pool view room with another, with sea view, but no change was made, even a sea view room next to us was available. The staff was not interested in helping us and to see us pleased as their guests. The hotel not a beachhotel as it written/seen on the site. The beach is not so far, but the hotel is not next to the beach. The beach bar has a poor offer. Just coffee, tea, water, local tapped wine and beer, icecream and that's all, no cocktails at all, or some better quality drink as expectable at a 5* all inclusive hotel. The entertainment was poor too, something at the pool area during the day, at evening at the stage. The staff not so kind, smiling (just very few exception) as we experienced at other Melia hotels. The main restaurant does not have a wide variety of meals, has shortages, like no spices, no olive oil, no croutons, etc. At the lobby bar, or pool bar no midnight snacks at all. The tapped wine, the juices, soft drinks, all local, had very low quality. They stored and served us the local sparkling wine at room temperature, not chilled. We had to pay at check out some international whiskey, that we have had as welcome drink at the lobby bar. We were told when we ordered the whiskey, that it costs 40 leva, but at the check out they've changed it to 40 euros.It was an uncomfortable situation, after a long discussion with the staff, which told us, that they tell the prices sometimes in euro, sometimes in leva (unacceptable explanation), we were offered a 20% discount on 40 euros, the final price. Finally I would like to express my disappointment about this hotel, which is definitely not a 5* hotel, I will not recommend it, never. Just to have Rituals toiletry and bidet in bathrooms do not make it a 5* hotel. I have been accomodated at 4* Melia hotels and I was very satisfied each time, they have been much, much better than this far undeserved 5* star Melia Grand Hermitage hotel, which does not represent Melia hotels standards.

This was a lovely hotel with friendly staff and good food. We have just returned from ten days here. The animation team were good fun and never missed an opportunity for a chat. The room was big and spacious with the best views! We did think that housekeeping of the room was not very good. I think the only thing I actually did in the 10 days we were there was change the towels every day, the beds maybe twice I don’t take the bins. The 2 cups and two glasses were never changed. One day we had to cool down to reception for toilet paper – has now had been left! Nothing was too much trouble for any of the staff we dealt with. The grounds and facilities were very good. The beach facilities were good too. The only downside for us was if you went down to the promenade for a walk after dinner in the evening there was nothing. A few supermarkets overpriced shoe shops and a lot of cheap rubbish gift shops. The locals didn’t seem keen on you being there and could appear stern faced and often rude.

The service was excellent, the food was amazing! But what disappointed us most was how the manager humiliated her employees right in the middle of the room, making them cry, humiliating them, putting herself above them - how inhumane and arrogant. It was truly sad!Менеджер из Спа она сумасшедшая 😠 !!