We arrived in the evening direct from work and were very tired and needed a shower, but bad luck..the water was very cold ! The staff at the reception explained that they had a problem with the water earlier this day, but it should be OK now (obviously it wasn't OK) but nobody took care about this.. The breakfast was served in a restaurant under the ground without windows - the food was bad looking sausages and cheese (not fresh at all). And it was also dusty and cold! In morning it wasn't hot (or even warm) water again! We wanted to speak with the manager - but the receptionist told us that he is not there and we should wait, even didn't try to help us - we were there just for 2 nights and we spent one in waiting somebody to tell us what is going there! Hour and a half later the manager was still busy and they offered us the next soultions: 1st: to stay and wait for hot water, because they are working on the problem and expect to have water in next few hours 2nd to visit another hotel in "Arbanasi"-which is few km away - but we wanted to stay in Veliko Tarnovo, that's why choosed a hotel in the city, next to the center! 3rd: to send us back the money for the second night if we leave the hotel the same day (because the first night was with so "quality" service)