BestHotels.bg speaks with Zlatina Mihaylova, General Manager of Aquamarine Hotel (Kranevo). The occasion for the interview is the hotel’s inclusion among the TOP 100 Best Hotels in Bulgaria for 2025, based on guest ratings across leading international booking platforms.
Aquamarine Hotel is among the TOP 10 Four-Star Seaside Hotels up to 99 Rooms in Bulgaria and part of the TOP 100 Best Hotels in Bulgaria 2025 ranking. In addition, based on its HotScore™ result, Aquamarine Hotel has achieved a VVV+ rating, defined as “Excellent quality, exceptionally valuable and highly recommended by guests.” How do you maintain this standard, and what challenges do you face in managing the hotel?
For me, managing Aquamarine Hotel has never been just a profession — it is a personal responsibility and a cause. Metaphorically speaking, I treat it like a child. I nurture it every day, giving attention and care to every detail, striving for healthy and sustainable growth with as few setbacks as possible. Maintaining a high standard is based on daily commitment, consistency and attentiveness — both towards guests and towards the team.
The biggest challenge is preserving this level sustainably over time, without compromising on quality or human values, regardless of the dynamics and difficulties of the season.
What are the core principles and values you follow to ensure a “personal touch” and attention to detail every day?
At the heart of everything are warmth, personalized service and respect for individuality. I believe guests can sense when they are welcomed not only professionally, but with genuine care and friendliness. Small details matter enormously — preferences, personal occasions, thoughtful gestures, little compliments. These are the elements that transform a stay into an emotional experience.
What is the secret behind a successful and motivated team? How do you select people who share the philosophy of working “with heart,” and how do you motivate them?
Our team is the heart of Aquamarine Hotel. A strong and united team is the driving force behind every successful hotel. I approach my people in a friendly, humane and respectful way, because I believe that true commitment can only be built on this foundation.
Motivation is not a one-time action, but a daily process of care, trust and open dialogue. When employees feel heard, supported and valued, they naturally pass this attitude on to the guests. Small gestures and emotional support are extremely important — above all, warmth in human relationships.
Do you believe that a hotel’s strong online reputation influences the attraction of new professionals?
Yes, absolutely. A good online reputation reflects not only service quality, but also the working culture within the hotel. Increasingly, professionals are looking for environments defined by stability, ethics and human values — and reputation is often the first signal of that.
How do you ensure that guests feel unique and special during their stay? How do you build trust and cultivate loyalty?
Through a personalized approach and genuine care. We are happy and proud that we continue to build trust and welcome more returning guests at Aquamarine every year. This allows us to respond individually to their specific needs and preferences — from pillow and mattress types to something as specific as the type of coffee cup they prefer.
Room preferences, small gestures for personal occasions, special decorations and attention to detail — these are the elements that create a sense of belonging and trust. And of course, we also express our loyalty through preferential conditions and pricing for returning guests.
As a general manager, what is the greatest challenge in maintaining excellent quality year after year, and what inspires you to continue developing the hotel?
The challenges are many, but above all it is maintaining high-quality service in such a dynamic environment. I am inspired by the people I work with — the Aquamarine team, who are the hotel’s main driving force. I am also inspired by the satisfied smiles of our guests, who return not just for the service, but for the atmosphere and emotional connection.
The greatest satisfaction comes when the hotel feels like a living, vibrant organism — like a close-knit family where everyone matters.
Can you share specific guest stories or moments that have personally touched you?
Of course — there are many. We have witnessed and shared some of the most important moments in our guests’ lives: marriage proposals, birthdays, anniversaries and more. Every gesture of appreciation is deeply touching and emotional for me.
I have received many personalized gifts — with my name, photos and messages — but one of the most emotional moments this summer was when a family brought me a gift and sweets to celebrate their first child, conceived at Aquamarine after many years of unsuccessful IVF treatments. Moments like these stay with you forever.
You are actively involved in social causes. Could you share which initiatives you support and what projects you are planning for 2026?
This year, we focused on causes that actively engage our guests. We created opportunities for them to participate by purchasing small gifts and souvenirs with added value, where each purchase supports a specific social initiative — particularly families raising children with special educational needs. In this way, guests receive not only a souvenir, but also emotional value.
We also placed strong emphasis on linking social causes to food waste reduction from our all-inclusive buffet. More and more guests say this sustainable practice is meaningful and effective. They feel more aware, connected and fulfilled knowing they are truly helping children in need. I believe more colleagues in the industry will increasingly adopt green and sustainable practices.
What can guests expect from Aquamarine Hotel next season — new services, improvements or surprises?
We are currently developing a new rooftop facility, which we plan to include as a new activity in our packages. At the same time, we remain committed to enhancing our high-quality, personalized service, consistency and dedication.
Our focus is on adding value to hospitality — through experience details and initiatives that benefit both our guests and our close-knit hotel community.
Your message or recommendation to colleagues managing hotels along the Bulgarian Black Sea coast?
Let us not forget that true quality service begins with attitude — how we treat the people we work with, partner with and welcome. Bulgaria is a beautiful country with an exceptionally strong hospitality product. The key lies in the small things — even a smile can be a step toward success. When work comes from the heart, the results are sustainable and meaningful.
See the Aquamarine Kranevo profile at BestHotels.bg here.
