HVD Reina Del Mar

We paid around €400 per night to stay at HVD Reina del Mar, a 5-star Ultra All Inclusive resort, and unfortunately the experience was nowhere near the standard or price we expected. The problems started the moment we arrived. The hotel parking was full, so we were directed to park in what was basically a dirt and grass lot between trees. We could barely get our luggage out of the car because of the uneven dirt and grass. We were then told to walk to the lobby and ask someone with a golf cart to come back for our luggage. When we entered our first-floor room, there was a very strong mold/musty smell. Then I opened the cabinet to put my clothes away and found a huge amount of spider webbing inside. There were also spider webs and a spider in the bathroom. The photos speak for themselves. This is simply not the level of cleanliness I expect from any hotel, never mind a 5-star resort charging €400 per night. The phone in our room didn't work either. When I needed an iron, I had to walk back to reception. Instead of apologizing, I was told that I should have checked the bathroom because there was another phone there. I also told them about the mold smell. Their response was basically that they would tell housekeeping. Nobody came to inspect the room, nobody addressed the smell, and nobody followed up with us. The resort was also extremely overcrowded. Finding a chair around the pool was nearly impossible. Guests would put towels on chairs early in the morning and leave them there for hours without actually using them. Kids at the adults only pool. The overcrowding continued at night. There were nowhere near enough outdoor tables around the lobby for the number of guests, and finding somewhere to sit was difficult. The à la carte restaurants were fully booked, so during our stay we didn't even get the opportunity to experience something that is supposed to be part of the Ultra All Inclusive experience.The food was another major disappointment — bland and almost tasteless, and the alcohol being served felt cheap and low quality. Communication was also surprisingly difficult because many of the staff we dealt with couldn't communicate properly in either Bulgarian or English. I understand that hotels can be busy during peak season, but when you market yourself as a 5-star Ultra All Inclusive resort and charge around €400 per night, guests should not have to deal with dirt-lot parking, a mold-smelling room, spider webs, broken equipment, overcrowded facilities, and being unable to access the à la carte restaurants. We came here expecting a premium 5-star experience. Unfortunately, what we received did not come close to matching the price or the 5-star rating. Very disappointing.

We stayed at the hvd reina del mar in August for 1 week and were blown away, it was AMAZING. We were given room 1521 which was huge with a balcony. Overall the room was very good but there were a few minor niggles; bathroom door was worn out, shower water pressure was unpredictable, one of the 2 sinks was blocked. Positives were; cleaning service was very good, plenty of storage, comfy beds. The main restaurant was HUGE and catered for all needs, babies, children, those with dietary needs. The supply of food was endless. There was a salad station, dips, cheese, meats, breads, pizzas and then cooked foods which varied each day. We had dinner at the other 4 restaurants and were impressed, particularly by the Asian and Italian restaurants. We liked that you could visit the other restaurants (bar the Asian) for breakfast and lunch too. The resort was seriously impressive and huge. We did an average of 10000 steps each day without even trying. The walk from the main hotel to the beach was lovely, through beautiful well kept gardens and past a number of pools. The beach was well maintained and sunbeds were always available, whether at 11am or 2pm. The pools were clean and again had sunbeds available at any time of day. The evening entertainment was really good, great dancers. We even had a pool party and beach party, plus fireworks on the beach Sunday night. The children's entertainers were super friendly and inclusive. The indoor spa was fairly small as was the gym. It got very crowded one morning when there was a rain shower. Otherwise they were a great addition to the hotel and we used the gym most days. We liked that there were very few British families there so it felt like we were really away from home, but this might not suit everyone. There were no English channels on the TV but this didn't bother us too much. Overall, we would definitely recommend this hotel and would consider returning.

I had heard positive reviews about this hotel, and while some aspects are great, the service was deeply disappointing for a 5-star establishment.THE POSITIVES:Beautiful Grounds: The hotel has lovely, well-maintained facilities and a vast territory.Great Beach: The beach is beautiful and endless (though these are simply the natural perks of Bulgaria's coastline).THE NEGATIVES (SERVICE & DISCRIMINATION):The Issue: The staff includes international workers (Ukrainians, Turks, Indonesians). While there is nothing wrong with hiring foreign labor due to local shortages, these employees must respect the guests and follow local regulations.Unacceptable Behavior by Server Ozan: I am a guest who uses crutches. A waiter of Turkish origin named Ozan showed a negative attitude toward me from day one and flatly refused to serve me at both the pool and the evening bar.The Consequences: When confronted, he made poor excuses to his managers, claiming he was 'too busy'. Today is my fourth day here, and I am forced to get my own drinks from the pool bar and the amphitheater. Meanwhile, Ozan deliberately walks past me with a raised tray, covering his face to ignore me.CONCLUSION:It is unacceptable that I am forced to speak English in my own country just to avoid going hungry or thirsty in a 5-star hotel. If someone does not want to work, they should quit so that competent, responsible young people can take their place. If this type of discrimination against a disabled guest happened in Turkey, this waiter wouldn't have kept his job for another day."

I visited the hotel first in May and then returned in June, hoping that the initial issues were just seasonal oversights. Unfortunately, the disappointment was only confirmed. This property does not meet the standards of a true 5-star hotel.First of all, the infrastructure and organization do not justify the high prices. Nothing on the beach was functioning properly, and guests had to walk 700–800 meters one way just to get a bottle of water, which is unacceptable for a beach front hotel. Furthermore, despite the advertised "Ultra All Inclusive" concept, there was absolutely no food available anywhere in the resort after 21:30. Secondly, the behavior of the staff was completely unprofessional. A large portion of the employees did not speak Bulgarian at all and communicated only in English, which is absurd for a hotel located in Bulgaria. Moreover, staff members behind the bars were constantly engaged in loud conversations in Turkish, accompanied by smirking and laughing right in front of the guests. This created an incredibly uncomfortable and disrespectful atmosphere.During my visit in June, I spoke directly with the management on-site. Instead of a professional approach and a real solution to these problems, I was met with empty verbal promises to fix the situation, which were ultimately never fulfilled. The quality of the service is a complete misrepresentation of their advertising.

Bulgaria had been on my travel radar for many years, and in May this year I finally decided to take the plunge and spend two weeks at the five-star Reina del Mar Hotel in Obzor. It is worth noting that May marks the beginning of the holiday season in Obzor, so the resort is relatively quiet and many of the local shops and businesses have yet to open for the summer. However, this did not detract from the overall experience. The hotel truly deserves its five-star rating. The staff are highly professional, exceptionally friendly, and consistently go above and beyond to ensure guests enjoy a memorable stay. As a solo traveller, I was pleasantly surprised to be upgraded to a sea-view room. The accommodation was spacious, comfortable, and impeccably maintained, with daily housekeeping carried out to a very high standard. The dining experience was particularly impressive. Although some of the speciality restaurants were not yet open due to the early season, the variety and quality of food available were outstanding. Every meal offered an excellent selection, catering to a wide range of tastes. With relatively few guests staying at the hotel during my visit, daytime and evening entertainment was understandably more limited than it would be during peak season. Nevertheless, the animation team worked hard to provide an enjoyable programme of activities and entertainment. The hotel's gym and spa facilities were another highlight. The heated indoor spa pool was excellent, and the wellness area included two saunas, a superb steam room, and, for those feeling adventurous, an invigorating ice room. For anyone seeking a genuine five-star holiday experience at a reasonable price, I would have no hesitation in recommending the Reina del Mar Hotel. It offers exceptional service, excellent facilities, and a relaxing atmosphere that makes for a thoroughly enjoyable stay.

Easter time with such a great experience. All in one! No need to move around . Lot of choices, rooms very comfortable and we have enjoyed the sea view as well. Food was great!

We found a room in this superb hotel with impeccable service. Our request for adjoining rooms, as we were four members of the family, was resolved by the customer relations manager by upgrading us to a much more beneficial new accommodation. the restaurants and food of impeccable quality. We managed to have a truly 5 star holiday! Thank you!

A truly exceptional and modern 5* hotel in Bulgaria. Brand new. The food and cakes are excellent, there are countless canteens, you can have a great meal everywhere, Lavazza coffee is very tasty. Very suitable for families with children with playgrounds and children's pools. Also the children's program is great. Free Wi-Fi is very accessible and fast throughout the campus. A beautiful huge area with a large beach and plenty of sunbeds. It didn't happen that we didn't have sunbeds. No need to book in the morning at all. We always found a place by the pool as well. The rooms are beautiful, spacious with a balcony and a view of the sea. However, I have a few reservations about the 5* resort called ultra all inclusive. Larger coffee cappuccino cups are often missing in the dining room, and there is always a shortage of red watermelon, one has to wait. There are carpets in the rooms that should be beaten more often, they are quite dirty. There is a Lavazza coffee machine in the rooms, but they don't leave enough coffee capsules, I don't know why they skimp on it and they didn't leave us any several times, I had to keep asking and they won't even bring it to the room. You have to go to the reception. You will look in vain for milk or cream for coffee in the room. The shower in the room is missing a shower holder (I don't know why). We had to ask for a baby bed upon arrival, despite the fact that it was written at the time of booking. The climate in the corridors is unbearable, they spend too much on it and save on room coffees, beach showers, water heating, watermelon, staff and garden. Dinner is only until 9:00 p.m., which is very little and I have not encountered this in an ultra all inclusive resort, even in Greece, Egypt, Italy, Tunisia, or Turkey. Everywhere there are dinners until 11:00 p.m. There is an extreme lack of trash cans in the resort, one has to constantly look for trash cans and walk 50 meters to throw something away. The water in the pools is relatively cold and you can see that they save on heating the water. Even in the children's room it is cold. They miss gardeners and their relationship with gardens. After 3 years of operation of the hotel, the sidewalks and curbs are overgrown and no one is taking care of it. No one cuts the trees and the lawn is also neglected. The bark is missing under the bushes and trees and it looks ugly. The gardens cannot even be compared to a similar resort in Egypt. They lack water and more frequent trimming. The hotel's beach is about 130 meters long and there is only one shower in the middle of the beach. I've never seen that anywhere. Extremely small number. There should be four in that place and two more on the sides, at least 8 in total. People walk on the sand all over the area, there is simply sand everywhere, even in the pools. And there is an extremely cold shower by the children's pool. Our child caught a cold in Augusta after two days from the water in the warmest children's pool, he was sick for the next two days and OK for the last two days. Even the toilet is not enough for such a resort. The neighboring hotels (less luxurious) also have a beach bar, and this luxury resort does not have a beach bar. One walks miles a day for such things. One dining room and half of the bar between the pools are closed in Augusta. Lack of staff. Do not expect someone to serve you on the beach, such as in Egypt. They also have a problem with timely cleaning of dining tables. The sea is quite stormy and 3 days out of 6 we had a red flag prohibiting swimming in the sea, and the other 3 days when swimming was allowed there were jellyfish everywhere, even 5 meters from the shore. You can't swim, the sea is murky and you can't see further than 2 meters even with swimming goggles, and you'll spot the jellyfish at the last moment, when it's right in front of you. I'm not even talking about those potted stones by the pools, which are destroyed and fly around. I don't think we will be coming back here, even though it is the best and most modern resort by far in Obzor.