Просто ужас!!! Just awful!!!

We were in Bulgaria for the third time, but this time was just awful. We bought a tour for three adults through the Finnish branch of the TUI tour operator. Despite the fact that the room was booked for three adults, they settled in a room with two beds and two armchairs. Sets of bed linen, towels, dishes, furniture for the balcony were designed for two. Armchairs were designed to sit, not sleep. The third set of linen was given only a few hours after check-in. All bed linens had holes in them. When asked to provide a bed for a third person, we were told that this was not possible, because there were no beds in the hotel, although the hotel was less than half occupied. Then we asked for a mattress, but here we were refused. The administrator Maria offered us to change the room for an additional fee, but we refused, because. to. for vouchers they gave a rather large amount. There was a free fridge in the room, for which we were charged 5 BGN per day. We refused to pay. As a result, since we were not provided with a bed or a mattress, we had to sleep on a hard one with pillows that were torn and, when turning during sleep, slid down to the floor and our legs lay on the boards. I had to collect all the blankets and bedspreads and lay them instead of these pillows. Patience was only enough for three days, then she just slept on the floor. When the meeting with the guide named Miia took place, we invited her to our room. She was indignant for a very long time, took a few photos and said that she would send it to the TUI head office in Helsinki. In the end, they brought us another blanket instead of the third mattress. After that, the entire hotel staff stopped paying attention to us, even saying hello. We have already asked to introduce us to the administrator or director of the hotel, we were told that this is impossible. Although the director lived in the same hotel and his car was every day at the main entrance. On the third day of our stay, one of our family members needed honey. help, we contacted the reception and they sent us to the farthest clinic, which is more than an hour away. I want to emphasize that the problem arose with the legs and it was voiced, but this did not bother the staff of our hotel. As a result, we ourselves had to look for a clinic closer and in the end we own it. When we told the hotel staff about this, they were very surprised, saying that we did not know. In general, I want to draw attention to the fact that they answered any of our questions with this particular phrase or pretended that they did not understand Russian. I also want to draw attention to the fact that the attitude towards Russian-speaking tourists is simply disgusting, despite the fact that the parents are EU citizens. The most amazing thing is the kitchen staff. Firstly, they do not work in uniform, without caps and gloves, I am already silent about shoes. Dirt from the tables is brushed off with a rag right on the floor, all this happens in front of the guests. In the same way, the pool and the surrounding area are cleaned. Even though the pool is open from 8 am, the staff starts cleaning at 7.50. During breakfast, all the dust from the pool cleaning flies right into the dishes. I had to make comments. When we checked out of the hotel, the same administrator Maria said that our conditions were very good and we should not make any claims against them.