Your rating of this hotel:
1.0
from 10
Hotel ratings by criteria:
Rooms:
1.0
Service:
1.0
Cleanliness:
1.0
Food:
6.0
Amenities:
1.0
My husband and I stayed at the Marvel Hotel in August 2015. We found ourselves in a very unpleasant situation, which ruined our holiday in Bulgaria - money was stolen from us at the reception.
Arriving at the hotel, we were met by a hotel employee named Atanas, if I'm not mistaken in the name, he explained that yes, how with the settlement. We rented a safe box for ourselves, put valuables there, gave him passports for registration, and in the confusion forgot that there was $ 300 in my husband’s passport, we were handed the key to the room, everything is fine, we laid out our things and went to rest satisfied by the sea .
When he returned the document to us, the money was no longer there, but, unfortunately, we noticed this only the next day (all this time the passport was in the hotel safe with other documents and the money simply could not fall out). We turned to reception with this problem, we didn’t want a showdown, and as an option, we suggested that perhaps this employee simply thought that he was given a tip, let him return this money. The girl, also an administrator, without even trying to hide her hostility, replied that this person had been working with her in the hotel for 6 years, had never stolen money, and even more so, could not think that they had been given a tip, t. to. no one gives them such big tips. To our request to call him and ask, she replied that she was not going to call now, because he worked at night and does not want to wake him up, and we should better check all our bags (all this was said with such a tone, as if we were personally accusing her of something and it immediately became clear that they were not going to find out or do anything) .
We contacted our guide, she tried to understand the situation, after which the hotel employee showed us the CCTV footage. On a black-and-white picture of not the best quality, of course, nothing came of it.
In the evening, we saw Atanas himself at the counter and tried to talk to him personally, he spoke reluctantly, constantly averted his eyes, made excuses, said that he needed to work, there was a tremor in his voice, but the man denied the theft, although he uttered a couple of phrases that made it clear that he took the money: "Why didn't you contact me right away, but only a day later? " . You know, when you go on vacation, for all-inclusive, you don’t take much money with you, and this money was practically the only one we had, and when it was stolen at the beginning of the holiday, and even the hotel employees, it didn’t bring us joy and happiness.
After talking with this "honest employee", we decided that the only thing we can do now is to make an entry in the hotel's book of comments and suggestions about this incident, so that the hotel management itself will deal with their subordinates and what was our surprise when reception we were told that there is none at all !! ! (before that, they specifically asked the guide if there were such magazines here, she said that every hotel has them and they are obliged to provide them). In the end, neither we nor the guide were given the book, they didn’t say the name of this Atanas, they say, because we will start writing reviews on the Internet with his name. They tried to be indignant (for the first time, I must say, and then they basically responded to aggression from the side of the same girl) and we were threatened with eviction from the hotel. And what do you think happened next?? ? In the evening they called us and said that if we don’t calm down and don’t apologize to the same girl, because we raised our voice at her and take her away from work, then we will simply be evicted tomorrow with the help of the police.... In the end, I also had to apologize, because for eviction, as the guide told us, in agreement with the owner of the hotel, they had every right, who, apparently, gave his consent without even listening to our point of view.
You know, it's good when the rest goes without incident, but if something happens, I want the hotel administration to at least try to do something to make the vacationers happy, and so their position in relation to tourists becomes completely clear - We are just money to them. They work only in their own interests, not even trying to pretend that our comfort is important to them.
Arriving at the hotel, we were met by a hotel employee named Atanas, if I'm not mistaken in the name, he explained that yes, how with the settlement. We rented a safe box for ourselves, put valuables there, gave him passports for registration, and in the confusion forgot that there was $ 300 in my husband’s passport, we were handed the key to the room, everything is fine, we laid out our things and went to rest satisfied by the sea .
When he returned the document to us, the money was no longer there, but, unfortunately, we noticed this only the next day (all this time the passport was in the hotel safe with other documents and the money simply could not fall out). We turned to reception with this problem, we didn’t want a showdown, and as an option, we suggested that perhaps this employee simply thought that he was given a tip, let him return this money. The girl, also an administrator, without even trying to hide her hostility, replied that this person had been working with her in the hotel for 6 years, had never stolen money, and even more so, could not think that they had been given a tip, t. to. no one gives them such big tips. To our request to call him and ask, she replied that she was not going to call now, because he worked at night and does not want to wake him up, and we should better check all our bags (all this was said with such a tone, as if we were personally accusing her of something and it immediately became clear that they were not going to find out or do anything) .
We contacted our guide, she tried to understand the situation, after which the hotel employee showed us the CCTV footage. On a black-and-white picture of not the best quality, of course, nothing came of it.
In the evening, we saw Atanas himself at the counter and tried to talk to him personally, he spoke reluctantly, constantly averted his eyes, made excuses, said that he needed to work, there was a tremor in his voice, but the man denied the theft, although he uttered a couple of phrases that made it clear that he took the money: "Why didn't you contact me right away, but only a day later? " . You know, when you go on vacation, for all-inclusive, you don’t take much money with you, and this money was practically the only one we had, and when it was stolen at the beginning of the holiday, and even the hotel employees, it didn’t bring us joy and happiness.
After talking with this "honest employee", we decided that the only thing we can do now is to make an entry in the hotel's book of comments and suggestions about this incident, so that the hotel management itself will deal with their subordinates and what was our surprise when reception we were told that there is none at all !! ! (before that, they specifically asked the guide if there were such magazines here, she said that every hotel has them and they are obliged to provide them). In the end, neither we nor the guide were given the book, they didn’t say the name of this Atanas, they say, because we will start writing reviews on the Internet with his name. They tried to be indignant (for the first time, I must say, and then they basically responded to aggression from the side of the same girl) and we were threatened with eviction from the hotel. And what do you think happened next?? ? In the evening they called us and said that if we don’t calm down and don’t apologize to the same girl, because we raised our voice at her and take her away from work, then we will simply be evicted tomorrow with the help of the police.... In the end, I also had to apologize, because for eviction, as the guide told us, in agreement with the owner of the hotel, they had every right, who, apparently, gave his consent without even listening to our point of view.
You know, it's good when the rest goes without incident, but if something happens, I want the hotel administration to at least try to do something to make the vacationers happy, and so their position in relation to tourists becomes completely clear - We are just money to them. They work only in their own interests, not even trying to pretend that our comfort is important to them.
Translated automatically from Russian. View original
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OTHER REVIEWS ABOUT THE HOTEL
- Good hotel
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- Review of Marvel Hotel
- Terrible service, not worth the money
- We liked the Marvel 4 * hotel very much !!!!!!!
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