Hotel Cherno More

We weren't guests, but it was late and our baby needed changing after a little accident. We had been staying at another 5-star hotel and had already noticed this one, hoping they'd show basic kindness. We asked at reception if we could use the restroom to change the baby. They refused because we weren't staying there and suggested we try a restaurant or somewhere else. I've never seen a 4- or 5-star hotel turn down such a basic, human request. Maybe for an adult, but for a baby it felt inhumane and ridiculous. Helpful service might even bring future guests back. This felt like 1-star service, not 5. The place may seem friendly when you're paying, but otherwise there's no respect or help, even in an ordinary situation involving a child. Very disappointing.

The hotel is excellent, especially since the renovation. The Martini Bar is a great new hot spot to meet, see and be seen. The casino also offers great hospitality.

The location was the only good thing for us. We chose this hotel because it was within walking distance of lots of places we wanted to see. At check-in, the toilet didn't work and there was no running water. Reception said a technician would come, and we waited 30 minutes with a sleepy, crying baby. When we called again and asked to change rooms if it would take that long, they told us to wait a little longer. The repair people eventually arrived and took another 30 minutes to fix it. They should have moved us as soon as we reported the water problem, since it clearly couldn't be fixed right away. We lost over an hour of our paid room time. In the middle of the night, the AC shut itself off and we were freezing. We thought it might be a glitch, but it happened again on the second night, usually around 2-3 am. During the day it mostly worked, though it stopped now and then. We asked to change rooms because this was unacceptable. They accused us of not knowing how to use the remote. The repair people came again, and it was funny that they didn't know how to use it either. They said it was fixed, but it wasn't. At reception they said only one other room was available, with two separate beds that they could put together. We wanted a refund instead of staying the other night we had booked. The receptionist, Maria, was the rudest person. All she could say was, 'What can we do?' No apology, discount, or anything. We had paid in euros cash, but they refunded the remaining day in BGN, which was less than we originally paid. By then, we just wanted to leave. Everyone on staff was rude and mean. We'd never choose this place again. The rooms were tiny, with no room for two people to walk around the bed at once. Not family-friendly at all.

There's a cat stuck on the roof. We're staying at a nearby apartment, and I'm posting only in the hope someone sees this and helps. The cat has been meowing desperately for 3 days. We spoke to the staff, reception, and guards. They all said the roof can't be accessed because only the technician has the keys. But if there's a fire, how do they get to the roof and the fire stairs? They all seemed careless. We contacted every organization we could, but there's nothing more we can do since we're heading home in a couple of hours. I hope this reaches someone kind who can help.