Ensana Aquahouse

The hotel and all its facilities were amazing, but the services were not so great. The bartender told me the bar was closed at 11:57 p.m., showing me a schedule that indicated it closed at midnight. When I pointed out that it wasn't yet midnight, he started mimicking me and saying, "We're closed, we're closed." The desserts at dinner were the same for all four days.

Quite a fresh and modern facility. All what's needed is decent 5 star. Territory is a bit congested with many buildings. There are 2 beaches, quite small and landlocked, nothing spectacular. Service is quite unfriendly and reluctant, this part needs a lot of work.

We visited in October, so here is the summary : -1 restaurant and 1 bar only that are available, the rest were closed. There is also one small bar at the pool but the employees are often absent, several times they said no more juice available (however low quality, Ciao, cheapest one) - as seen in other comments as well, the spa area is not very clean (for example, they let guests to pass by the spa with the shoes from outside) - access to the beach is not cool at all, you need to go down by some stairs that don't look very well and not practical at all if you have a stroller or mobility problems - restaurant very small for the number of guests, during weekends especially you have to chase for a free table and this in October... Food is average, nothing impressive, cheap stuff usually. They don't refill when something is empty, they expect guests to complain several times to bring the respective thing. So the buffet is poor, absolutely not reflecting 5 stars. Beverages horrible taste, nothing bottled (not even water so you can give it to kids). Baby food with limited availability, you have to chase to get a small spoon to feed the baby. - i don't specially recommend the hotel for kids : room has furniture with metal sides that are quite dangerous, one pool available for kids, one playground outside but very basic and a kids room again very basic in terms of amenities and toys. In some of the evenings, they do a mini disco for 30 minutes at 20:00, Svetli from animation team is very nice :) - animation in the lobby bar not done every day as advertised, no schedule displayed to know who will sing and at what time more specifically - reception is not very helpful, they don't explain anything at check-in, i had to request specifically to get a printed paper with the hours for meals. - at the Thermal house, there is a separate building with separate services, you need to bring your towels there if you don't want to pay to get towels from there and have exchange clothes etc., not very practical - we had our room near the conference room that they rent for events, so there were parties with loud music until late at night... - comfortable beds, large room, we had an executive superior with separate bathroom so no sink in the room (as i saw in other comments). However there is a glass between bathroom and bedroom so if you go to the bathroom there will be light in the room - this is more important for the ones traveling with kids :) - we had ultra all inclusive but not sure what it means for them as if you request a coffee at the bar, they say you have to pay for it, the only included one is the at the machine. If you want normal cocktails like Aperol or Mojito, again you have to pay for them as they only have few local Bulgarian alcool included... So for me this is not ultra all inclusive. An average experience but not a hotel to recommend, we will not return as there are plenty of other hotels in Bulgaria with better services, entertainment, food, et

I think this was one of the worst hotels I've been to in Bulgaria. It hardly qualifies for 3 star hotel. And I will list the reasons below. I arrived at 11 o'clock and was told that for early check-in I have to pay 20 lv/h. Being with the child, I accepted, but even with money, there were no rooms. I waited until 14:45. Deluxe room a mess. The unfinished ceiling. There is no bathroom area. Everything was in the room: sink, WC, shower, only some windows to delimit. ZERO privacy. If you washed your hands, you would wake up the whole room. The restaurant is very undersized. Nibble. You would stand in line for 30 minutes to get something from the grill and when you arrived with the meat at the table you would find that it was raw. The food had no labels, you didn't know what was there, if it was spicy or not. If you arrived at 6 p.m. when the restaurant opened for dinner, you had some dishes, if you arrived at 7:30 p.m. you had other dishes. Taking into account that we all paid the same, it seems insensible and cheap on my face. I also tried the outside buffet once (it can't be called a restaurant because it has 5 tables and only 3 dishes), only there was no written menu there either, and what was displayed on the monitors (when they were working) was not served at the table. And the tiny portions (3 portions of wings meant 3 wings and a handful of fries). They keep you on a diet even if you don't want to. Fruit was also brought to one of the bars outside, but 50 boxes of fruit for over 800 people meant very little. Again, maximum stinginess. All drinks are by the dispenser, very sweet and nasty to the taste. Plain water is given in a cardboard CUP. All 6 cocktails on the all inclusive list are also made at the dispenser. A combination of juices and very little alcohol. Becks beer in the dispenser can only be found at a restaurant outside, otherwise their beer is of an execrable quality. The pools are very small, cramped, with few sunbeds. The same beach, small, few sunbeds and PUBLIC. Anyone could occupy a sunbed even if they were not from the hotel. Towels thrown on the sunbeds at the beach from 5:30 in the morning, and at the pool from 7:00. In addition, the beach was not cleaned and it smelled of algae brought to the shore by the currents. Absolutely no one followed the rules at the pool, they jumped in the water, splashed the people on the sunbeds, came barefoot and rinsed their feet in the pool water (although there are showers where you can rinse), brought glass glasses to the sunbeds even though it was forbidden. There is no entertainment for children, a mini Disco, something to capture their attention. Nothing at all. The only ok area is AQUAHAOUSE Termal where there were indeed large swimming pools, but there everything is paid for outside the entrance. In conclusion, you give a little, you get a little.

Is not usual for me to write a review, but in this case I have to... After visiting many destinations and hotels of the same level I have to say that the Aquahouse Hotel & SPA was the best place we spent our vacation. The rooms, service, food and also staff are absolutely excellent. We would love to come back :-)

Great facilities- the rooms are spacious and modern, the hotel is beautiful too. But the staff is rude and not well trained. The food is low quality and the sunbeds are not enough which creates a very unpleasant competition each morning if you want to get a space. The burning BBQ around lunchtime next to the biggest pool is a disgrace. The towels changing system is silly to say the least. A lot of room for improvement.

The property is very nice, but it was our honeymoon and when we arrived, our room smelled like a sewer. Instead of changing our room immediately, the hotel insisted on having service check out our room. They did ultimately change our room, but to a lesser room without a private bathroom. The most unsettling part of the two night stay was we had no hot water either of the two mornings so we we unable to shower until the afternoon. I am a bald man and my wife is blonde, but somehow we had long black hair in our bed each evening. The hotel only made excuses for each problem and made no effort to rectify their problems. A 5 or 4 star resort this is not. Again, it is a beautiful property but the standard of service was unacceptable and wold definitely not return.

This hotel is not a 5 star hotel and definitely not a “luxury SPA” hotel. They might have been, but most probably many years ago. Now it is a poor managed “all inclusive” hotel, selling packages and trying to bring whoever they can as guests, where kids are running constantly around, guests are literally fighting at breakfast, the food has poor quality and the staff cleaning at breakfast is not enough, there is no place at all around the pool areas, the personal is not trained about what “5-star service “ means and not even what any kind of service means, some were really impolite and disrespectful. My advice is simply: stay away from this hotel, it’s not worth your money!

First of all and I believe the most important is the kindness of the employees of this hotel. Nobody is saying good morning and nobody is smiling, even the general manager, who I came across a couple of times is not having a friendly approached. Guess it start with him, and the other managers, they have to be an example. In this 4 days that I am staying in the hotel, there is not 1 person who ask me, how is your stay? Or welcome to Aquahouse Hotel, or do you need anything? A good day, or how are you? Weird as I believe it Is so easy….. So much different from all the countries that I have been. Next to that nobody speak English, all a little, but when you ask for something they don’t understand you. Next to that the guest in this hotel are not 5* class guest, its full of East European people, “ fighting” at the breakfast, lunch and dinner buffet, where the food is also not 5* standards. Beds at the swimming pool are all taking by towels form 9.00 AM, NO PEOPLE TO SEE, they are all in the breakfast area, but all sun beds are reserver by towels. Some the whole day and nobody from the staff is doing anything about it. We decide to have no breakfast, (for example the lady at the restaurant door, ask very rude: room number, without saying good morning, or anything) and for lunch we spend in the Italiaan restaurant, what is more relax and the ladies there are more helpful. At night we decide to go outside for dinner as I believe dinner in my holiday should be enjoying in a nice comfortable sitting. The rooms are very comfortable, spacious and clean. We took a standaard room, garden view, (parking) and it was fine. The area around the hotel is amazing, on the beach very nice restaurant, and bars, its very nice. For the money we have paid I believe its very bad value for money…. They have so much work to deserve to be a 5* hotel. For now this is a big no-go for me. We are still in the hotel, and as I was not able to talk to anybody of the management so I decide to put this review. I truly hope that they will take my review seriously and make some changes.