Riu Helios Paradise

They front desk personnel didn’t want to give us the room because we didn’t put the 1 year old on the reservation and they said they can not modify the reservation until we had a long argument with them

hotel located right on the seafront, which had multiple pools, but the beach was quite far away. Unfortunately, our experience was less than ideal in several aspects. Firstly, the reception staff were extremely unfriendly. Their responses were very curt and dry, leaving no room for any discussion or attempts to resolve issues. While not all the staff were like this, the majority left a negative impression. Additionally, the food in the main restaurants was quite disappointing. It felt as though the chefs were either not skilled or not attentive to the quality of the meals, resulting in tasteless dishes. Overall, while the hotel has great facilities and a beautiful location, the unfriendly service and poor food quality were significant drawbacks to our stay.

arrived on the 16th of september after delays at newcastle airport and then delays at burgas for luggage and travelling in a very hot coach for 40 minutes with no air con to a welcome drink and pretty quick check in to be then told our room had been upgraded to a family room having booked a seaview room we were told this was the same ,got to room after what felt like a 2 mile walk from the lift to find this was as we know a sideseaview room with a built up balcony that at 5 ft 5 i couldnt even see over ! went straight bk to reception were the guy on reception then went on and on about these are what we call seaview .sorry but this is not what we paid for after getting the tui rep involved he then went to look at room and then sorted it with reception to have our room changed ,we were then put on the 9th floor in a seaview room . This hotel is beautiful and kept really clean couldnt fault the cleaners especially ours even though alot of guests said they didnt have the same and alot didnt even have there sheets changed .On our first 2 days at hotel we had all facilities open to us main hall for meals, snack bars and beach bars ,the beach bar was really good because its about a ten minute walk to the bit that is for the hotel to use so what a good idea to have a building with toilets,drinks ,and food ,chips,pizza pasta burgers and ice cream to be able to use ,we would use this as apit stop when we would walk to sunny beach .the snack bar near the pool was also good for the same kind of thing but we later found out this was actually an italion restaurant that was never open when we were there ! food was always the same and cold dont think we had one hot meal my son is a really picky eater and he went without alot of the time so we had to constantly walk to sunny beach for him to have something to eat so we spent alot of money when we were supposed to be on an all inclusive holiday ! the only meal we enjoyed was the asian restaurant when it was open ! pool bar was good but the wasps were a nightmare swarms of them dont know how the staff coped always loads of sunloungers available pools were freezing cold dont know how people were even using them plus one had a lot of seagulls in it more than people and alot of seagull poop around ,also to many trees in grounds the place would look alot better without them ,used the indoor pool kids pool alot warmer .after 2 days of having facilities to use alot started to close beach bar closed so no one used beach ,italion restaurant closed so no snack bar only main restaurant open from 8-10 for breakfast,12-3 for lunch ,6 -9 for dinner and nessebar open for ice cream and a few muffins for 3 till 6 so alot of times we went hungry and this is not good on all inclusive not what u expect especially for the money we had paid for this holiday !shop on site was practically empty as well .alot of guests were unhappy with this hotel and all of us were trying to see tui reps a few that were lucky enough to see a rep were g

Our holiday at Helios Paradise began on 23rd September arriving just after midnight. Check in was smooth enough and we were shown to our room by bell boy who hung around for ages waiting for a tip. There was food available for us in restaurant, obviously left overs from evening dinner as it was barely warm but it wasn’t important as we needed to sleep and looked forward to a good breakfast. Sadly what we got was poor, and was the same everyday. As a vegetarian I had little choice, even the omelettes were pre cooked, on 1 occasion I managed to get a fresh cooked one which was great but most days although the ingredients were there, no one was there to cook them. Lunch and Dinner were the same every day with again not much choice, Pork, Chicken, Pizza and Pasta. Same desserts nearly every day. Drinks were ok but serve yourself, staff were at best unfriendly at worst rude. Not a smile from anyone. On one occasion , at breakfast, my husband slipped on something by the bread counter fell flat on his back and banged his head on the floor. Not one member of staff came to see if he was ok, all they were interested in was mopping up what he had slipped on. We booked a 4* Hotel with 5 restaurants, and a full entertainment programme. We got a hotel with 4 out of 5 restaurants closed, No evening entertainment unless you like karaoke or bingo and a Hotel that was being closed down around us, even the air con had been turned off. To make matters worse, the Hotel held a couple of private events during the week, which meant we were not allowed in the main restaurant, on our last night a big party was held, and although the Italian restaurant had been closed to us all week, it was opened to host a private do complete with music, balloons, laser lights and entertainment even though we had had none all week, a final slap in the face. We have been to Bulgaria a few years ago at the same time of year, we had a great time, the hotel at least waited for their guests to leave before shutting down. We have always travelled with Tui for many years and stayed in Riu hotels in many countries, This time they both let us down badly, Worst holiday we have ever had.

One week stay, two couples…good job we had each other for company! Had we been made aware this was the last week of the holiday season for this hotel and the Sunny Beach resort we would not have booked it. The hotel itself is beautiful and spotlessly clean. Great location. That’s the good bits done. The hotel boast 5 restaurants. Unfortunately, only the main buffet one was open and actually, three times in the week we were banished from it as they were hosting conventions/private parties in it. On these occasions we had to use the small limited Asian or Bulgarian restaurant which they opened. All the buffet food was bland, cold and repetitive. Chicken, neck of pork, pizza and some sort of fish was the limit. Definitely not what you’d expect from a RIU 4* all inclusive. There was no late night snack bar. They put a tray of dried up cheese sandwiches on the karaoke bar at 11pm, first come first served. They were disgusting. Entertainment was non existent. Main show bar was closed. Only one of the animation team left in the hotel. Our evening entertainment consisted of one game of bingo one night. Next night, quiz, lasted 30minutes. Two nights of Karaoke lasting 90minutes and mostly kids singing. We went to the indoor pool, thought we’d try the jacuzzi. Unfortunately this was occupied by two drunken men who were simulating sex with each other and play fighting. They’d also taken in wine glasses which obviously were not permitted. Beach bar was closed. Swim up bar, closed. Only a handful of staff could smile (some bar staff), the rest were miserable and stern. No holiday atmosphere or hospitality whatsoever. The hotel was winding down and packing up around us…it was supposed to be our holiday! Rooms were spacious and clean. No tea making facilities but did have a safe which they wanted the equivalent of £20 to use. This was not a deposit. As we had a late return flight, we enquired about a late check out of our room. We were told we could have it free…if we signed an agreement not to complain about the hotel! Obviously we didn’t keep our rooms on! Virtually every UK holidaymaker in the hotel was complaining. The holiday rep was overwhelmed. It was the only topic of conversation. I’m attaching photos of the pizza on offer (the only thing that was hot). The late night sandwich which was the entirety of evening snacks. Brussels and eggs for breakfast. Evening entertainment (provided by kids)

I arrived at the Paradise on 19 September for 10 nights, check-in was quick and the room was big and spacious so couldn’t fault it. My preferred hotel are always the Rui’s all around the world, it became apparent quite quickly this was one of the worst ones we have stayed in. For the whole 10 days there was no live performances, the only entertainment was a quiz or karaoke. None of the a la carte restaurants were open so could only use the buffet restaurant, well that was until there was a function so the buffet restaurant was closed, at that point the hotel opened the Bulgarian and Asian restaurant. Now back to the buffet restaurant the plates were cold together with the food we were advised if the food is cold use the microwave, this is unacceptable a restaurant should not be serving Luke warm food. As the Buffet restaurant was the only place open you will get the same food at lunch and dinner, oh and you will get carrots and sprouts for breakfast. Breakfast was ok but didn’t eat every day as you got fed up with the same food. We didn’t have an issue with the lobby bar though staff do not smile I’m putting this down to their culture, two nights before we came home we was asked to use the same glass for a drink which isn’t right. Even though we complained to the Tui rep numerous times they didn’t appear to do anything to help, the hotel was closing down day by day and as a paying guest the hotel should give the full facilities until they close on 30 September. It has made us think twice about staying in another Rui hotel, the only good think Rui has now pulled out of Bulgaria all together so there is clearly an issue but it certainly doesn’t help a 10 day holiday was ruined where a hotel is closing down around you