Dear Carly, Thank you for choosing our four-star establishment for your family vacation and for kindly sharing your impressions, First and foremost, we appreciate your kind comments regarding our exceptional catering team, bar and entertainment staff. It is their priority to make sure our guests are receiving the highest levels of hospitality. Our expert chefs deliver with passion an array of dynamic dishes, international, national and local Bulgarian cuisine. Our bar staff use the freshest ingredients and our entertainment team make sure everyone is making the most out of their holidays. Thus, we will forward your thoughtful observations to the team as it will make their day to know you have praised their efforts and that they have contributed to giving you and your family some happy moments. On the other hand, we would like to express our sincere apologies regarding any inconveniences. It is important for us to make sure all our guests are catered to and are taken care of. Following from this, we would like you to know that we have a strict recruitment protocol, we only hire highly-qualified, experienced and attentive individuals with high professional standards. However, we apologise for any misunderstanding due to perhaps, the language barrier. Nevertheless, we have forwarded your comments to our management team for further revision. Moreover, we have a dedicated maintenance team that regularly checks our establishment to make sure everything is fixed and in working order. However, we regret you did not receive this impression. On the other hand, thank you again for praising our excellent house-keeping team, they have attention to detail qualities and always but their thoughtful touches into the work. We trust you and your family have taken home some lovely memories of your holiday and what a pleasure it would be to serve you again at one of our Iberostar hotels worldwide, We hope you all had a safe journey home and we wish you all the best. Best regards, Quality Manager, Iberostar Sunny Beach Resort