Helena Park

"I travel a lot and was really looking forward to my first trip to Sunny Beach. Unfortunately my experience at this hotel has been the worst experience I have had. The entrance into the hotel is not great. The bricks are cracked and unsafe. There is no staff member to assist you with your luggage. The reception staff were not welcoming at all. Our room was not ready so we went for lunch after putting our suitcases in the luggage room again no member of staff to help you The hotel is very dated indeed in all places . Stuck in the 1970’s The food is the only good thing about this hotel, apart from the level of oil used on the food and the fact that the choice did not change much and got less as they got nearer to the end of the season You have to get your own drinks as you enter the restaurant. No warm welcome from the restaurant manager. The worst and most annoying thing is the waiter/waitress take your plate without asking you if you have finished. They don’t speak to you, just rudely take the plate without any warning. There are two many waitresses/waiters and even chefs just standing around the restaurant talking to each other, when they could be getting drinks for the guests and providing excellent customer service. The only person who knows and does customer service was the guy who run the bar near reception The first room we were given was very small and when you opened the balcony door it was right against the bed, so you have to close it when you enter the room from the balcony to get pass the bed and the same going out onto the balcony. The noise from the plant room and road did not make it a pleasant experience to sat out on the balcony. We can’t use the air conditioning due to a throat issue that I currently have but when we left the balcony door open at night, we were not getting any sleep at all. After 2 nights, we spoken to the Jet2 representative got us moved to a better room where the balcony experience was better, the room was huge and we got sleep when we had the balcony open. The indoor pool is a walk to their sister hotel across the way. Unfortunately the pool was dated and dirty and not the pool you would want to use. I only used it once. You cannot use the outdoor pool in the sister hotel despite nobody being in it at all. The bath in our second room when you used the shower, the water was over the floor even with the shower glass door closed, the fan in the bathroom did not work and the water was cold if you have a bath. This hotel needs a complete refurbishment, staff who know what customer service is and how to deliver it. Not a hotel we would return to either"

"The hotel was located at the far end of Sunny Beach in a quieter location close to the beach front. The hotel was quiet during the day but there were some pool activities and games to take part in, if you could manage with how cold the pool is. We travelled as a group of friends in couples and ages ranged from mid 40s to late 50s. We are a lively bunch and perhaps the hotel was on the side of too quiet at times. The evening entertainment was OK with kareoke, disco and a quiz but could've been better organised as it started late on occasion. We had fun though and met some nice people from the UK and Germany. The hotel was very clean including our room. Decor was perhaps a bit outdated but the grounds of the hotel were lovely. Our room had a balcony and overlooked the main road although it wasnt noisy at all but to get any sun a pool view room would be better. It isn't a hotel I would suggest if I was asked for somewhere modern but would recommend to customers looking for a quieter location away from the lively centre of Sunny Beach. There were enough sunbeds for the time of year and pool towels were provided. Also had use of a beach area but the all inclusive drinks etc wasnt included here but a lovely location to watch the sunset or relax. Food was very good. Always something to eat and didn't struggle to find anything each day. It was varied throughout the week with themed nights although this was perhaps not particularly obvious besides from posters around the hotel. Maon food was labelled but desserts weren't and I didn't see any allergen information so this is something to be mindful of if you need to avoid certain types of food. Snack bar food was also good and the pizza in particular was always lovely. Drinks were very strong and sometimes it was lost in translation what we wanted to order. I ended up with a malibu and coke one day instead of bacardi and coke and one member of our group was told cocktails weren't available but minutes later my partner ordered me a cocktail with no problem. Tables were cleared quickly but perhaps a little too quickly at times as no sooner as you'd put your cutlery down on your empty plate it would be taken away regardless of if the rest of the table had finished or not. Sometimes it felt a bit intrusive. The hotel wanted us to pay €25 euros per hour for a late check out which we refused due to having an 11.5 hour wait from check out at midday to our pick up time. On the plus side we were allowed to keep our wrist bands so could still get food and drink while we waited. It could be as it was end of season and it does say on the information provided that they usually take it off you at check out."

"Arrived may 18th for 10 nights hotel is excellent spotlessly clean and food is best we have ever had at all invlusive. Staff are so friendly and helpfull if u want all inclusive u wont be dissapointed with this hotel and only a short walk to lovely sandy beach. Also has the strongest drinks of any we have been to wil be back"