Hyatt Regency Pravets Resort

The grounds are beautifully kept, the location is great, and the spa itself is lovely. The people at the spa reception were polite and professional. Beyond that, though, the stay was disappointing. My wife was nine months pregnant and waited ten minutes for the piccolo before carrying our bags herself. The food fell well short of what I’d expect from a place like this, our room hadn’t been properly cleaned, and although the staff were polite, they seemed uninterested.

The restaurants are short on service. You can place an order and be ready to pay, but then you’re left depending on whoever happens to be working. I’ve also had repeated trouble getting a room on time: I’ve stayed twice in the last 24 months, and both times I arrived after 16h00 only to find my room wasn’t ready. The waiting staff’s communication is below average too. For example, they often forget to greet guests while staring at their phones. The place might seem good if your standards are low and you haven’t stayed at another hotel in the chain. I don’t know why it carries the Hayatt Regency name, but there are plenty of reasons it shouldn’t. Thanks for taking the time to read my feedback.

The first impression was of a stay that would be difficult. At check-in, no one offered to help with our luggage even though we had a small baby, and the woman at the desk kept us waiting while she was on the phone. We were handed a printed A4 sheet instead of having the hotel facilities properly explained. At checkout, we were again left waiting while the receptionist talked on the phone, and nobody asked for feedback. The staff made us feel disconnected from the hotel, as if they were happier not to be bothered. We had paid extra for a lake-view room. Room 200 had a large terrace shared with another room, where someone could be sunbathing half naked. When I raised this, the receptionist moved us to room 228 at the end of the corridor, but its lake view was obstructed. The room was dusty and poorly maintained, with mold in the bathroom. We also had half board booked, but the restaurant entrance attendant couldn’t find our access because it was still linked to room 200. She first told us to sort it out with reception ourselves. It didn’t seem like the staff were communicating with each other. There were lots of flies in Mercato. The waiters didn’t seem interested in helping with a baby chair, so we got it ourselves and cleaned it before use. A waitress took our order for two cocktails and got one wrong. Tables were given utensils only once, so after that we had to pick them up ourselves. The food was bland and the cakes weren’t tasty. The kids’ room was locked during weekdays, and the opening hours seemed strange. There were only a few broken toys, and no changing table in the toilet. The kids’ pool smelled strongly of chlorine. The sign says adults aren’t allowed in it, but there were always two or three people there. The lifeguard seemed useless. An older man watched YouTube with headphones on and barely glanced at the two-meter-deep pool. I only saw him move to get a sandwich, which he ate beside the pool. I also saw a woman standing right next to him trying to ask something, and he didn’t react. The spa was closed on Monday because of a city power outage. Shouldn’t the hotel have enough backup power to provide what guests paid for? We also weren’t told there would be a wedding on the hotel grounds that Monday. On Tuesday, Toyota was filming cars driving through pedestrian areas. On Wednesday, a butler asked us to move our car because the parking lot was being closed for Toyota vehicles. New arrivals couldn’t park comfortably either, since the lot was occupied by Toyotas. The playgrounds were poorly maintained and unsafe. The plastic pieces on the chessboard were broken and had sharp-looking edges.

The view and location were the best parts. Our room was nice, apart from a spider web, but the hotel felt a little cold. The spa was small and underwhelming, with no hot pool or jacuzzi. Food was both very bad and expensive, and the service was awful. The staff seemed inexperienced, unwelcoming, and unhelpful.