Жахливий сервіс, обман із «апгрейдом» та хамство менеджменту! Terrible service, deception with the "upgrade" and rude management!

I do not recommend the Sol Luna Bay Resort hotel to anyone. We arrived as a large family with a grandmother and three children. We booked two STUDIO Park View rooms, but at the reception (manager Milena) they imposed a "free upgrade" to a room with a sea view on us.
This turned out to be a complete deception. We were settled on the last attic floor with dirty, old furniture and a broken elevator. Instead of the sea, from the window you can only see a huge high wall of our own building. The balcony is tiny (half a meter), it is impossible to sit there, due to the lack of air, things do not dry. To see even a patch of water, you have to stand on a chair. This is a real "Wall View".
The hotel employee, who was supposed to help with re-parking the car and escorting us to the room, was simply mocking: he made us with small children carry heavy suitcases and bags on foot for almost a kilometer, walked next to us and laughed. And when he saw the broken elevator, he turned around and left, leaving us to carry everything to the 5th floor. As it turned out later, it was possible to easily drive up to the building by car, but they deliberately didn't show us the right way.

We returned to the reception, but the managers (Didi, Nadia Stoyanova, Dmitry Stefanov, Nadezhda Simeonova) flatly refused to return our reserved rooms at STUDIO Park View, lying that there were no places. At the same time, other people were calmly checked in after us, and their things were carried on carts, which they did not even offer us. They openly laughed in our eyes and offered to move only the day before departure.
The words of the Guest Relations Manager (Nadia Stoyanova) were the height of cynicism. She stated that we “should be grateful, because in 2022 their hotel accepted 1.000 Ukrainians fleeing the war”. Justifying their terrible service and deception with the war in our country is absolute meanness.
The host Alma Service LTD also did not help in any way, and their operator in a telephone conversation generally advised us to “go get drunk and relax”. Now we have to struggle every day with a stroller and small children on the stairs of the 5th floor.
Avoid this hotel!