Helios Spa & Resort Hotel

This hotel has a lot to learn and improve upon.
Rooms are lovely and the hotel itself is very nice. However we were supposed to be on an all inclusive 2 week holiday. The times for ordering drinks changed almost daily from stopping at 11 and then midnight and then we had drinks until 5.30 am! They then decided two days before the end of our holiday to stop the ice creams for the children. They changed the goal posts constantly. By the time we had left the all inclusive 'lepers' were not allowed to drink in the main bar after 4pm and had a separate allocated area at the far end of the hotel. All inclusive should mean you can drink at any bar!
There was no atmosphere in the hotel.
The manager was unapproachable and unfriendly and refused to see us when we wanted to talk to her about the ongoing confusion. Ourselves and other families complained to the Rep Dimitri (Balkan Rep) who seemed unconcerned and did absolutely nothing and infact at one stage accused another family member of not telling the truth.
It was a complete farce and the goal posts were changed regularly. It was the waitresses, who I must add where absolute stars and worked so hard for very little money, who were the ones left to tell us of the changes. It really should have been down to our rep to tell us of any new developments.
All inclusive in this hotel does not mean all inclusive and to be honest it is so cheap in Bulgaria I would advise you go bed and breakfast.
This hotel lacks fun, atmosphere, continuity and consistency and I would not stay there again. The food was laid out like a cookhouse style canteen and considering it was a four star hotel I felt this could have been much better.
Hotel was very clean and very close to the shops and stalls.
Entertainment was limited and they tried to charge us admission fee for that on our all inclusive package!
Also a lot of the families had sickness and diahorea including my husband and my son. Not sure what caused it but there was a lot of people who had it.
A letter of complaint will be sent to Balkan holidays and lets hope they are more helpful than the Helios Spa Manager and Rep