Cascadas Family Resort

Not sure where to start with this review, 1st impression on arriving were ok, it’s a big complex with lots of different areas! We were a family of 7, 4 adults, 3 children aged 17, 12 , 8. Before we arrived (4 weeks) I emailed the hotel asking for our rooms to be as close together as possible, this was not granted & we were in 2 separate blocks completely, 12 & 21. We payed close to £6000 HB for 1 week so our expectations were quite high! We booked a 2 bed deluxe and a 1 bed deluxe apartment. After arriving in the 2 bed apartment (3 adults & 2 kids) we were highly disappointed, we were on the 6th floor in the furthest corner possible, it was like it was a spare room no one had stayed in for quite a while, cobwebs all over the windows, dust on the floors, bedding & pillows were badly stained. The balcony was tiny with a small round table & 2 chairs, could barely fit one person on it let alone 5! Dining table with 4 chairs! I rang reception straight away asking to be moved, was told by a very rude receptionist that this wasn’t an option as they were fully booked! Things got worse when our son went to the loo and the whole toilet seat and lid fell off! Reported to reception along with an issue where the shower tray flooded the whole bathroom after one shower which meant we were all wading in each other’s dirty water as the water did not drain, this was all reported Friday evening, .nothing was fixed until Wednesday! My other half decided to fix the toilet seat as we got sick of waiting! The girl and boy on reception basically don’t care especially if you’re English, half of the resort is owned by Russian/Polish so they are favoured over English! Food was awful, stale and warm at best! Same every other night! The saving grace of this ‘hotel’ and I use the term loosely as it’s more of a residential complex , are the grounds, pools and pool bar! The only member of staff who took the time to even say good morning etc was the lifeguard at the waterfall bar pool! Staff are rude, service poor, not once was our roomed cleaned or bedding changed, we had clean towels left twice in seven days and that’s it! I have put a complaint into Jet2 and am still awaiting a response, it was my 40th birthday whilst we were there and we made the most of a crap situation, we ate out most nights & made our own lunches the food was that bad. The reviews that says it’s the best AI they’ve ever had are fake reviews or it’s the wrong hotel as AI is not an option here! AVOID!

Great hotel, great food, best AI ive been too! The added bonus of the onsite restaurant too which is a must!! location not the greatest but I knew this when I booked, the hotel has everything you need on site and provides a free shuttle bus into pomorie I'd go back to this hotel!