HI Hotels Imperial Resort

We’ve spent a week there and it was amazing! The location is very good, the beach is close, the souvenir shops are close! The atmosphere was really good, I’d like to highlight the animation team, which was organizing fun games all the time, they were not pushy at all, and everyone joined to the programes with good feelings! The rooms are really good, the beds are comfortable, there is enough space to everything. There is also TV in the rooms and very well functioning air-condition system! Everything was clear, the rooms, the hotel, the pool, around the bars, the dining room! The food was really delicious and the variety was huge! I can really recommend! There is a very good pool in the inside and the outside as well. There are bars arounf the place, there is a game room with a lot of options. There were only one thing which was a bit disturbing: there’s a bar right under the hotel, a bit closer to the sea, and they are a bit loudy in the evening with these karaoke shows and live-concert programes. All in all, I do really recommend this place to families but also to everyone who want to relax a bit close to the sea.

2 nd time at this beautiful hotel, booked again for next June too.Nothing is too much for any staff,who were always happy to please.Food for all,there's always something you can eat.Snack bar was great too Chris on the bar inside hotel always knew what we wanted before we got to him lol .Only thing I disagree on is the long working hours and little pay.Last thing at night cleaner was cleaning snack bar,woke up in morning,she was there again (staff must be exhausted)With being euro now,I noticed big difference in price from last year,bought something last yr for 14 lev,this yr same thing was 14 euro!?! Beware on little train,price is €4 but never had change,so had to give him €10.Think this was a easy way of making money !!! Over and above,if you have any problems just ask Rado he will sort it out quickly.

​Arrival & First Impressions ​Well, where do I start? We arrived at the Imperial Resort a little later than planned due to a flight delay. Upon arrival, the check-in process felt incredibly rushed. The receptionist, Mario, was full of smiles but wasn’t one for actually sharing useful information. It was essentially, "Here’s your card, there’s your room number, and the lifts are over there." He didn’t mention that there was a snack bar open at midnight, even though we knew the hotel offered 24-hour service. The customer service at arrival was definitely lacking; some basic information would have been greatly appreciated. Instead, my son had to find out about the late-night snacks from another guest while visiting the 24-hour bar. ​The Pools, Splash Park, & Sunbed Battles ​Coming down the next day, we were greeted by the classic holiday struggle: absolutely no sunbeds available. While we were aware of the second "quiet pool," we felt like we didn’t really belong on that side of the resort. The behavior of some other guests didn't help, as we saw people literally throwing other guests' towels off loungers—even while families were actively in the pool! ​On a positive note, the splash park is lovely and was always busy. The main pool was a little cold, but that's a personal preference. As someone with a fear of water, I would have preferred gradual steps leading into the pool, but I still observed plenty of people, including my own family, thoroughly enjoying themselves. I even built up the courage to go into the indoor pool, which was nice. ​The Animation Team & Entertainment ​The animation team—Daniil, Alex, Allyx, Danyi, and Margaretti—were fantastic. They would arrive with a burst of energy, bustling around to do the club dance by the poolside before heading off to run activities. My sons had a great time and got on incredibly well with them, especially Daniil and Alex, though the girls were great too! While the games got a little repetitive over the week, guest involvement was definitely improving by the time we were leaving. ​For evening entertainment, we watched the circus, which we really liked, though the stage area was always packed. My only minor gripe with the entertainment/bar scene was the constant reminders for tips. I understand everyone has to earn a living, but tipping should feel like a choice rather than an obligation. That being said, my husband did tip the animation and bar staff as we left. ​Food, Drinks, & Outstanding Snack Bar Staff ​The daytime snack bar and drinks staff are worth their weight in gold. They were incredibly polite and even remembered our drink orders—hotel management could honestly learn a thing or two from them! The snacks themselves were lovely; my sons raved about the pizza, and I admit I enjoyed a cheeky donut. ​As for the main restaurant, the evening meals were themed, and there was always something nice to eat or try. ​Atmosphere, Other Guests, & Excursions ​Unfortunately, some of the other guests were quite rude and unpleasant. I highly disagreed with people taking photos and videos of other guests without permission. When challenged about it, they suddenly pretended not to speak or understand English. It really took away from the "family holiday" feel, but I guess a holiday is what you make of it (some people were even complaining about getting splashed while sitting by the pool!). ​During the week, you get a message saying your holiday rep will visit twice, but that welcoming face-to-face service seems to have disappeared in favor of "you can just ring us." I chose not to meet up with them, which may have been my mistake. We did take a walk to Sunny Beach, which was lovely. Feeling the sea waves on our feet and walking back through the sandy dunes to the hotel was a highlight. We found the hotel's excursions to be a little overpriced, so we decided to skip them. ​Housekeeping & Accommodation ​The rooms were cleaned daily, and towels were replaced regularly. Housekeeping was lovely and always hard at work keeping the place clean. I was very happy with this aspect of our stay. ​The Departure Disaster: Unprofessional Management ​The major downfall of our holiday happened on our final day. We paid 125 Euros for a late checkout to keep our room until 5:00 PM. What we weren't told was that this did not include our evening meal. I went to the restaurant at 6:30 PM to eat before our 8:00 PM coach collection, only to be turned away. I was so embarrassed and honestly thought it was a joke. ​My first port of call was the restaurant manager. Up until this point, he had seemed lovely and friendly, constantly directing the waiting staff during services. However, the moment there was an issue, his attitude completely flipped. Instead of politely explaining the policy, he was dismissive and rudely sent me to reception. ​At reception, things got worse. The receptionist was incredibly dismissive, telling me, "Well, I have more people leaving than just you." When I questioned this and raised my voice—pointing out how pathetic this treatment was, and how glad I was that I didn't have my two grandsons with me to witness it—he actually called security. The security guard came over and just stood there, glaring at me intimidatingly while I sat down, feeling incredibly upset. It was completely unnecessary and deeply upsetting. The reception staff desperately need to align their communication so they are all giving guests the same information. ​Would I Return? ​Before the checkout incident, I thought this hotel was ideal. However, the hostile treatment we received at the end completely put me off. While my boys say they would happily go back because they loved the animation team, I personally wouldn't return unless the management and reception staff learn some basic manners.

Animation team was fantastic Hotel was brill untill last day they cut us off from evening food with out notice so we gone fron 12 till 8 with out food

We recently returned from a wonderful family stay at the HI Hotels Imperial Resort in Sunny Beach and had a brilliant time. ​The location is excellent, situated in a quieter, southern part of the resort but still just a short, pleasant walk through the beautiful sand dunes to reach the beach. It’s also very convenient for visiting the historic Old Town of Nessebar, which we really enjoyed. ​Our son absolutely loved the facilities. The splash zone, the kids' pool, and the outdoor playground kept him busy and entertained throughout the trip. Seeing him have so much fun by the pool and on the beach was definitely the highlight of our holiday. ​The staff were friendly and attentive, making us feel welcome from the moment we arrived. The food options provided plenty of variety for all of us, and it was great having the snack bars and poolside options for quick bites during the day. Overall, it was a perfect base for our family, and we really appreciated the blend of relaxation and activities available on-site. We would definitely recommend it to other families looking for a stress-free getaway in Bulgaria!