Hotel Laguna Park & Aqua Club

Until our last day, we genuinely loved this hotel. The rooms were very clean and the beds comfortable, thanks to a hardworking housekeeping team. Food was delicious with plenty of choice, even if it got repetitive at times. Staff were friendly and welcoming, especially the bartenders. The pool area was clean and well kept, and the slides were great fun. We also liked the relaxed atmosphere, with few rules or restrictions. On departure day, our pickup was late, but we could still use the all-inclusive facilities, which we appreciated. A couple of small things could be better. The minibar came with two beers, two juices and two bottles of water free, then drinks cost extra. We'd have liked drinking water available on each floor, even from a filtered station. The room also came with only a limited supply of coffee sachets and milk portions. You could get coffee downstairs, but it would have been nice to make a hot drink in the room throughout the stay. The last day left us deeply stressed. We checked in at 11pm and the hotel took our passports to speed things up, saying they'd be returned the next day. My sister and her partner didn't collect theirs during the holiday, which they accept was their responsibility. But when they went to get them on departure day, one passport couldn't be found. At first, the receptionist insisted it had already been collected. We said it hadn't. After we asked for the CCTV and records to be checked, the hotel eventually confirmed we were right. We were facing the possibility of two young travellers being stranded in Bulgaria, needing emergency travel documents, another hotel, replacement flights and all the stress that brings. Our Jet2 representative was extremely supportive. The mistake itself wasn't what upset us, since people make mistakes. We felt our concern wasn't taken seriously, and that more effort went into proving the passport had been collected than finding it. As our flight time got closer, my mum and I made one last request: stop checking CCTV and physically search reception again. The passport was then found where it should have been all along, in a box behind reception where the passports were stored. The receptionist seemed genuinely pleased to find it, and we were hugely relieved. Still, if staff had believed us from the start, hours of stress and uncertainty might have been avoided. We spent hours on calls and contingency plans, and my sister and her boyfriend were so stressed they didn't eat until 4pm. It overshadowed our final day. Such a shame, because before that we'd enjoyed the stay and would have left with only good memories. More trust when guests raise a concern could have prevented the whole thing.

The food was fab, and though it was a little repetitive, there was so much choice that it didn't bother us. We all enjoyed it. My salads were lovely and fresh every day. I'm not a big drinker, but the drinks were fine, with plenty of options whether you wanted alcohol or not. We stayed 14 nights in peak season and arrived late. There was no porter or help with luggage, even though it was obvious my father had mobility trouble. I took my parents to their room, then had to find ours in a different block. We'd booked separately, so that's not the hotel's fault. It was my birthday on arrival, and staff left a lovely cake and a happy birthday card in my room, a lovely touch. The hotel was clean, our room was spacious and cleaned daily, and the animation team were superb and worked so hard. Staff seemed fine, neither especially friendly nor rude, perhaps because of a language barrier. The location is great once you find your way around, and the beach is a five-minute walk away. The slides and pool were super busy, so we sometimes went to the quieter area by block D, where there was no trouble finding a lounger. My only criticism is the evening entertainment venue. It's tiered like a stadium or theatre, which makes it hard to get drinks or go to the toilet once you've sat down. I'd prefer a regular one-level room with tables and chairs, but that's just my preference. I would return, though it's very expensive in peak season and I still want to see other places, so I won't be back for now. That's no reflection on the hotel. I'd definitely recommend it if you're thinking of going, and if you've already booked, I'm sure you'll have a lovely time.

Our kids had a great time taking part in the animation activities, and we loved the themed dinners that let us try new dishes. The food was outstanding. Our room was spotless and the AC worked perfectly. The staff were excellent and helpful throughout, especially the pool bar team, who deserve a special mention. They work hard even with challenging guests around. One small annoyance was the flimsy soft plastic cups at the indoor bars. Harder plastic would be better for having a drink in the lobby. We also occasionally had to put up with guests showing poor manners, like entering the restaurant in wet swimwear or leaving children unattended with loud tablets. We had a wonderful family stay at Laguna Park Hotel in Sunny Beach. I'd definitely recommend it for a family holiday. The good points far outweighed those minor issues, and the staff made it memorable.

There was plenty for families and children to do, and the hotel has a fair rule against putting towels on sunbeds before 9am. Some people laid towels down at sunrise, but pool attendants and lifeguards removed them if nobody was there by 9, so there were always loungers available. The hotel isn't on the beachfront, though the beach is a very short walk away, with lovely beach bars if you want a change. We had a brilliant all-inclusive holiday in peak season. The hotel was immaculate, and staff worked hard to keep it clean, dealing quickly with any mess. Breakfast, lunch and dinner had lots of choice each day, including pizza, pasta, rice, meat, vegetarian food, fruit, salads and desserts. The main restaurant got busy and chaotic, but there was more than enough food and stations were replenished regularly. We ate and left quickly or went out for dinner. It was peak season, so the crowds made sense. Our room was an excellent size for three. We were travelling in a group but weren't given rooms together, so the hotel compensated us. Reception staff were very helpful. I'd read a review saying reception had no air conditioning, but that wasn't my experience. Staff were friendly and helpful generally. The main pool was noisy and crowded, with the slides and music keeping families busy. We spent some time there, then moved to another pool when we wanted quiet. Our teenagers could return to the slides whenever they liked, and at peak season the crowds were understandable. I'd definitely recommend the hotel, which had everything we needed as a family.