“We rested” at the hotel from 10 to 24 August 2018. We went from the tour operator "TUI". Been here for the third time. The first time was in 2013. The second is in 2015. During the second stay noticed significant improvements. First of all, this concerned Wi-Fi, which became free and appeared in the rooms. Against the background of other hotels, “Mura” was distinguished by good staff, the presence of an exchange office (with the current exchange rate), free Wi-Fi in the rooms, quality food, fairly comfortable rooms without insects and a location close to the sea. Of all the above, only the last remains.
1. Good location of the hotel (close to the sea).
2. Free sunbeds and umbrellas (provided that you have time to take them at 7 am).
1. A seller who, in no case, can not change money
Immediately upon arrival, we wanted to change money and asked at the reception where this could be done. We were told that only in the store on the 1st floor, although earlier this could be done at the reception. When asked where else it could be done, they didn’t answer us (and they didn’t even mention the exchange office in Dobruja, although probably everyone knows about it there). The seller in the store changes money at an extremely unfavorable rate and refuses to do it at the normal rate. At that moment, when the official dollar exchange rate was 1.69 leva, it changed at 1.56! Therefore, change money in Dobruja or with your guide (we did this).
2. Restaurant - vomit
The quality of food has deteriorated sharply compared to previous years. The dishes are washed extremely poorly (you have to choose a clean fork or plate for a long time, and it is generally better to take disposable glasses). In addition, the restaurant serves 2 hotels - "Mura" and "Slavuna", as a result, the staff can not cope with so many tourists and there are always huge queues, so you need to come to eat either very early or very late. The quantity of meat dishes has strongly decreased. The food is mostly tasteless, the meat is undercooked, and the first courses seem to be diluted with water when they run out.
Due to the poor quality of food and complete lack of sanitation in the restaurant, poisoning often occurs among tourists. In the course of conversations with waiters and maids (it turned out that they were trainees from Ukraine), it turned out that poisonings happen here all the time. It didn't pass us by either. My grandmother was already poisoned on the 8th day of her stay after eating fish in a hotel restaurant. I had to call an ambulance, which took us to a medical center in Dobruja, where my grandmother was put on a drip. It seems that the doctors of this center are not the first time faced with a similar problem - they knew perfectly well what to do. By the way, a Frenchman with the same symptoms was lying in the same room with his grandmother.
When talking with the hotel manager (complex manager Georgi Atanasov), regarding this situation, we did not receive an apology, but only saw a smirk on his face.
It just so happened that during our stay at Moore we changed 3 rooms: 220.140 and 222.
At first we were placed in room 220. Everything was bad in this room, except for the view from the window. There was no Wi-Fi, the light in the toilet barely turned on, there were many house ants, the air conditioner did not work well, there was an old broken-down castle, and a leaning broken picture hung over the bed. After about 9 days, the air conditioner broke down completely, and we went to change the room. In the course of this, another conflict occurred with the staff, which I will write about in paragraph 6.
We were first moved to room 140 with a “sort of sea view”, also no wifi, and a broken lock.
After the intervention of our guide, we were moved to room 222. The view from the window here was worse than in room 220 (trees interfered), there was also no Wi-Fi, the mosquito net was full of holes, there were more ants (there were even ants with wings ), a broken faucet in the bathroom, the bed was broken, holes above the bed from which ants crawl out (and sometimes fly out). But here the light in the bathroom, air conditioning worked, and with 50 attempts it was possible to connect to Wi-Fi, standing next to the door.
Wi-Fi in the hotel is almost non-existent. It is only in the corridor and in some rooms, which are located next to the routers (about 2 routers per floor). In the restaurant, on the beach and very often in the lobby, contrary to the statements of the hotel management, there is no Wi-Fi. 3 days before departure, the router in the lobby broke down. On the day of our departure, it was still not fixed. The signal is extremely unstable and even directly next to the router often disappears.
6. Rude front desk staff
We have been to hotels in different countries, but we have never seen such rudeness and disdain for guests.
6.1. WiFi incident
It all started on the second day, when we went to the reception to ask to change the room due to the lack of Wi-Fi. The blonde FOM Iva Zhelyazkova was sitting at the reception, who refused us, explaining that this was not enough reason to change the room, and, in general, there were no free rooms. Later that day, after talking to the maid, we found out that there were rooms available, and even went into one of them and checked for Wi-Fi. After that, we again approached the reception, but Iva Zhelyazkova found many more reasons why we could not change the room:
1) That's still not enough reason to change the number
2) You have already moved in and polluted the room, after you no one will clean it a second time (our offer to clean the room yourself was also refused)
3) We cannot move you as this room is for other people
4) Wi-Fi does not catch well everywhere and no one will relocate because of this
After that, we turned to our guide about this problem. He arrived and spoke with Iva Zhelyazkova and the General Manager Georgi Atanasov, who came up at that time, who, in turn, came up with a story about a non-existent master who would arrive and fix the Wi-Fi before five o'clock that day. There was, of course, nothing to repair there, since the router simply did not reach our room. After we turned away and went, these two (Georgi Atanasov and Iva Zhelyazkova) chuckled at us in the back. The master, of course, did not come, but we already understood that we were simply deceived.
6.2. air conditioning incident
Around the 9th day of our stay at the hotel, the air conditioner broke down completely. In the evening I went to the reception and reported the problem. They recorded my room and said that tomorrow from 9 am to 10 am the master will arrive and fix the air conditioner. Iva Zhelyazkova was not at the reception.
The next morning no one came to see us. Arriving at the reception, we saw Iva Zhelyazkova there and re-reported the problem, specifying that our room number had already been recorded. When she opened the notebook, it turned out that our number was crossed out, as if the problem had already been solved.
At that time, we did not know who we were communicating with, since Iva Zhelyazkova did not have a badge. On our request to tell us your name, surname and position, we were denied in a rude manner without explanation.
Nevertheless, Iva Zhelyazkova bothered to call the master, who, after looking at the air conditioner, said that it was beyond repair.
After that, we were given a room on the first floor (140), which, to put it mildly, did not pull on the “sea view”. Iva Zhelyazkova flatly refused to change the number, explaining that there were no free rooms.
After we informed our guide about this problem, he came and the room on the second floor was found instantly! By the way, it was next door to our former room.
6.3. Number renewal incident
It is clear that previous events discouraged us from contacting the reception about extending the number, but since our plane was at 22:10, we had to do it. At about 8.00, my grandmother came to the reception and asked about the extension of the room (Iva Zhelyazkova was not at the reception). The administrator said that it is possible, and you can do it even now. At that time, we did not have the necessary amount with us to pay.
When we exchanged money and went to the reception to pay, Iva Zhelyazkova was already sitting there, who, of course, refused to renew the number. Only repeated intervention of our guide helped us to do it.
Once this hotel was one of the best on the coast. Now it has degraded so much that there is nowhere to fall below.
I join the reviews of "LatvianRiga" called "Mixed Feelings" and "goldenfishy" called "Terrible! ", which most accurately reflect what is happening in this hotel at the moment. What is characteristic is that almost all negative reviews, like these, refer to the period of the summer of 2018. Most of the positive reviews refer to 2007-2015, which is not surprising.
By the way, “LatvianRiga” in its review mentioned the problem with Iva Zhelyazkova and her arrogant behavior towards tourists. His review was written on June 27.2018, and there were no improvements promised by Georgy Atanasov. By the way, "LatvianRiga", like us, also did not receive any apology for such behavior of Iva Zhelyazkova.
P. S. Many thanks to our guide Arkadiy (TUI company) for his help in solving recurring problems.