I have stayed at quite a few rui hotels and unfortunately this was not only the worst rui experience, it was the worst hotel i have ever stayed in. We arrived , and from the outside the hotel does look like it is in desperate need of painting. The pool area was shabby, plastic chairs, coffee from plastic carton cups, coffee is dreadful. The pools are terrific but i am a water baby and only dared entered this pool once. Firstly it was too cold, secondly both pools were dirty. The rooms are clean but depending on which cleaner you get, depends on the cleanliness. We had to ask for toilet roll! and toiletries. There is no bar area as such, usually, before a meal on holiday we like to sit on a terrace, or some area where you can enjoy a cocktail, beer or drink. The bar is in the reception area, with marble floors and outdated leather settees. We likened it to sitting at the airport waiting for a flight. I asked for a cocktail, it was served in a cheap small beaker, with chopped up fruit !!! it did provide lots of laughs though. In all my travels i have NEVER experienced such bad service and terrible food in the restaurant. It resembles a school canteen, bright lights, queuing for food, first come, first served. We are not fussy eaters but lived on salad (lettuce , tomatoes, onions, olives) that is about as much variety as you get. Puddings, (same every lunch and night), frozen chips, and cheese (not served at lunch i was told!). I did pluck up the courage to highlight to the maitre de that the tagliatelle was in fact stone cold. There was no apology, he just disappeared into the kitchen with a lady ! The next night the sausages were cold, i complained, again, no apology just a disappearing act. We spoke to the rep, Megan who was lovely but stated that no one else had complained. Yet, we had been informed that lots of people were in fact complaining. Megan then told us towards the end of the week that many customers had complained about the food. However, nothing improved and nothing was done. I made a formal complaint eventually and intend to follow this up. The drinks are another matter, i asked for Malibu and was almost sick with what they delivered. Branded drinks are extra, for a 4Star platinum this was a disgrace. At one rui in costa del sol, champagne was included in the all inclusive. There was a queue every morning for fried eggs, then by the time you had queued for your bacon the eggs were cold, they were also under cooked with slime still on. The bacon changed from being bacon to being ham which had been fried ! the serving areas are tiny for the number of people, hence the reason you have to queue and queue. Oh and the afternoon snacks in the afternoon - such joy!! cold veal burgers, and left over cake from lunch. We only went once. The lamb one night was completely inedible, 6 out of 6 days, the hot water for coffee was broken. I was told to wait until the light came back on, i lost the will to live and ended up with water. The soup is another matter all together, i knew what it said it was, but it did not resemble anything i had tasted, and not in a good way. I have always booked all inclusive, not being a fussy eater i work on the assumption there is always something you can eat ! hot tip to self? never assume. The positive, was the animation team who worked really hard and did entertain, lovely people. However one night the entertainment was what i can only describe as erotic dancers. I was on holiday with mum and aunt, this is supposed to be a family hotel, i felt like i was in an erotic bar. We were not the only ones and many people made comment on this. The staff in the bar salon are also lovely as are the reception. Unfortunately that is the only positive about this hotel and the resort. We were warned about pickpockets, but not advised on which areas NOT to visit as three lone women. We ended up in a frightening situation with a Romanian man, please be aware of this. They are good looking people and try to engage you in conversation, keep walking. They are NOT nice people looking to chat !!! We were then met at a bus stop by a very aggressive man trying to get us in a taxi, one man was pick pocketed whilst we were there and another beaten up !!! there are also "cherry pickers", these people try to sell you cherries or straw berries, once you have them in your hands they demand money, when you refuse, they rob you. All in all 6 people who should have had 2 weeks holiday , paid to return early and came on our flight home, loosing an awful lot of money. I know one poor couple were on their honeymoon and cut this short to return home. We never even received an apology, only off our thompson rep. We will never ever book another Rui hotel and we usually take 3-5 holidays a year. It is only when we stayed here that we realized our loyalty points from other trips had not been added to the loyalty card. We also had to eat out at Mcdonalds and other such places the food was that bad, and again there was no compensation for this. We also had to look at a poor horse with a cart, this is personal preference i know. But to see a horse stood for 12 hours a day in blazing heat, getting stressed, directly at the front of the hotel is NOT my idea of a holiday.
- Official Description (provided by the hotel):
- * In the Sunny Beach resort area on the Black Sea * 6-story building * Situated on the beach front * 300 m from the center of Sunny Beach * 25 km from Burgas airport * Credit cards accepted: MasterCard, Visa ... more less
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- Also Known As:
- Riu Helios Hotel
- Riu Helios Sunny Beach
- Hotel Riu Helios Bulgaria/Sunny Beach