Hi,

I booked 7 nights at the Kempinski Grand Hotel in the Golden Sands resort yesterday (Sunday) through First Choice, leaving on the 1st Aug 05. Whilst booking I was sure to get numerous guarantees from them to say that the hotel was complete and there was no building work currently underway because the brochure only had an artists impression in it (18 month old brochure).

The First Choice system said that the hotel's 'Beerhouse' (inhouse brewery) was not open and that the pool was not thermal which was not an issue as it's summer! It made no mention to the fact that there was major building work on the go. Reassured, I booked on this basis and because I was told it had been open all season.

Having booked the holiday and looking forward to it I thought I'd check the net for any reviews / comments and on reading the comments in this forum I was increasingly concerned, and more confused, as to the state of the hotel. I therefore called the agents today to ask them to contact a rep from FC to get a status report, making reference to comments on here....

Within 30 mins they got back to me to say that the Hotel is still not open and that they are expecting to make a decision as the whether to open the hotel on 26th Jul 05 or not. This is clearly not acceptable as it's not what I thought I was booking yesterday. Even if they opened on the 26th I would not expect 5 Star treatment / facilities 4 days later and they are no doubt filling the pool with water as I'm typing this message.

I went to FC straight from work tonight and have told them I want a full refund and I fully expect to get it tomorrow. If I was to make the journey to Bulgaria they will only downgrade me and put me up in any hotel with rooms available.

*When I booked there were only 8 rooms left on their system so I hope people check this site before it's too late*

I hope this answers a few of your questions as to the hotel's availability and thank you all who have left messages so far.

This hotel will no doubt be an excellent place to stay once complete and I am 'gutted' that it doesn't look like I'll be going to the resort this summer as it looks fantastic.

Maybe next year...!

live forever,

Thank you for this information, which I am sure will be especially helpful to those who have booked through First Choice.

Please let us know how you get on with the refund.

Peter

Hi again,

Well after another morning of telecon's and stern words with the agents I have managed to cancel and get a full refund.. without any cancellation charges.... I think I'm supposed to be grateful for that!!

It wasn't easy though. Once they had spoken to First Choice I was told the Kempinski owners were holding a meeting today to decide if they could open the hotel in time (i.e. in the next week). I was told that it would either be open in time or they would find me another 5 star hotel to stay in. I basically argued and said neither of these was suitable / acceptable and I wasn't prepared to wait another day for the outcome of today's meeting as the only outcome I would be happy with was to have a full refund. I've had to be pretty forceful but it's paid off.

There has obviously been a total lack of communication on both sides (First Choice and the Kempinski Group) and although I know you hear horror stories about all Tour Operators I have to say I won't be booking anymore holidays with FC in a hurry.

I only hope people read these posts before it's too late because from what I gather there will now be a lot of people going out there only to be disappointed. I would also suggest people try calling the hotel directly if you're thinking of going there because I think when I tried calling the other day I just got an answer machine in Bulgarian - a sure sign things were not right!

I would also just like to make a comment to anyone working in the travel business - Why is it that in this 'digital age' hotels and travel agents do not provide each other with regular updates, digital photographs / videos etc.. so that things like this don't happen. It would make your customers feel much happier if they could see what they were committing to, particularly as it is always a fight to get your money back once it's been so wrongfully taken from you!

I have been sent some photos by someone on another site - these can be viewed here

totally confused now-

have spoken to my travel agents today to contact Balkan Hols with the information from this forum.

The reply was that the hotel was open for business since the 15th July and it is running as a Kempinski hotel with all facilities advertised in the brochure being available.

I have even phone Eclipse Direct to book a holiday for the 4th Aug, and they have been booking for this hotel since May.

As I stand with this, I have no choice but to go as Balkan are happy the hotel is up and fully running.

Well I cannot imagine First Choice cancelling my holiday and agreeing a full refund if the hotel was up and running as it should be. You know how difficult it is to get money back from these people! All's I can do is share what I've been told. If the hotel was open and running to the advertised standard I would be very annoyed because I was really looking forward to staying at both the hotel and the resort.

Thanks for the photo's.

Hi everyone ,after ringing my travel agent again yesterday and complaining again about not getting a refund they rang first choice who agreed to give us a full refund which they have done.So it is safe to presume this hotel IS NOT AND WILL NOT be ready to open when we were supposed to travel on the 8th of september.I would advise anyone to insist on their money back.Good Luck,Barry!!!!!!!

We're booked to go there on 5th August with Balkan. Have talked to our Travel Agents who told us that Balkan were awaiting the outcome of a 'meeting' and reports from their reps in the resort.

Travel Agent said not to panic yet! 2 weeks to departure and hotel not completed - of course we're getting worried.

We're going back there tomorrow, so should find out more then.

The hotel is open, and has been since 18 July, when the first clients occupied. The hotel is of a very high standard.

Whilst the hotel is open work continues on the facilities, which should be fully operational within the next 2-3 weeks. THe majot facilities such as swimming pools are open.

Uncle BG

I have spoken to Kempinski in London this morning - as far as they are concerned the kempinski name is not with this hotel at present and she does not know when they will be.
Until it has been given the Kempinski 5* rating there management team will not be present at the hotel.

I have asked them to confirm this by an email to me - and still awaiting that email.

Chiller

Regardless of what Kempinski have informed you, I can confirm that there are two large neon Kempinski signs fixed the exterior of the hotel.

The bathrooms include toileteries with the Kempinski logo on them.

The Kempinski Management team are in the hotel, overseeing the work and welcoming the guests.

Uncle BG

UB, can you send me any photos or any other evidence that the hotel is up and running, as the evidence is swinging very much to the hotel not being run as a kempinski hotel or worst of all not even open.

I'm due to go to this hotel on 29th August. Totally confused now as to whether the hotel is ready or not. Surely if it was open someone would provide photos of the hotel. I am at a loss what to do as i know First Choice will not admit that the hotel isn't ready until the last possible minute!!

Hi Jo,even if the hotel opens soon you will be in the middle of all the teething troubles and staff training problems.Demand your money back NOW and go somewhere else before it's too late!!!!!!!

Chiller,

Send an email to me , i'll reply with a photo

Uncle Bulgaria

EDIT: For online privacy and protection, your e-mail address has been removed from this post. Private messaging should be used to exchange personal contact details. Please check our Terms & Conditions for further information.
Many thanks
David
Moderator

Jo,

If you've read my story above you'll know I also booked through First Choice. If they are not cooperating tell them other people have been told the hotel is not open by their own people and have been given a full refund as a result. You should be demanding this too.

I have come to a conclusion, after some thought -

This ain't rocket science, in fact it's very simple.

This hotel is run by Kempinski, and open with all the advertised facilities, when the Kempinski website says it is, and not before.

Until such time as this happens, it isn't, end of story.

If travel companies or agents are giving you problems with refunds, I suggest you get in touch with your Trading Standards NOW.

All they need to do is look at the Kempinski website to see the hotel is not opening until the end of 2005. It is also the answer they will get if they contact the Kempinski Group.

It seems to me it is not the case that you have to prove to your travel companies the place is not fully operational, but the opposite

In view of the very clear statement on the website, they have to prove to you it is fully open and under Kempinski management, and explain why Keminski insist it is not.

Good luck,

Peter

please have a read of emails.

I have also got thomson working on getting answers from Balkan

Chris,

That's game set and match to you, and supports what I said above.

It it follows the pattern of the Bansko Kempinski, which was a similar saga last winter, as soon as it's under full Kempinski management it will be removed from 'development projects' on the website and appear as one of theirs on the world map.

You can't do much better than have the actual hotel manager in Bulgaria telling you that 'if you expect full operation, we suggest a later date for your visits'!!

Peter