Yes, I guess I can confirm it is Secrets Sunny Beach.

I did end up budging and paid with MC. The most egregious issue is that the front desk and the front desk manager do not respond to complaints or requests.

In my talk with the front-desk manager, she basically just listened. Essentially, no apologies, no excuses, no solutions from her. The one concession she made was the promise to check with the a la carte restaurants if they could fit me in. The hotel never got back to me on that.

I think this is issue for the category they are in. Customer inquiries should see a response.

I finally spoke to the assistant GM, just having a short chat about the credit-card and unlimited restaurant access issues, not re-hashing the other stuff.

He was much better, providing me with background info serving as an excuse. He also said he would provide some Hyatt points as compensation (amount still unknown to me).

I would strongly discourage from booking the resort at this stage. The manager indicated that they were aware of all of the issues I raised. He suggested they had the "limitless", "no reservations" part removed from the hotel web site (apparently not, it was still there yesterday).

I also spoke to some other guests with real customers service issues. A German couple had been there for 10 days and had still hadn't gotten a room with a working TV, despite moving rooms a few times. The hotel seemingly did little to fix this (they claimed they had spoken to the front desk and the front-desk manager over a dozen times) and claimed satellite-provider issues.

The non-working elevator issue (I had that as well) apparently was a theme over their entire stay. The hotel has four elevators for 330 rooms across 13 floors. But during my time there, sometimes two, sometimes just one elevator were out of order.

I can't comment on that as I didn't turn on my TV, only noting it was a bargains basement brand. (Finview or something).

Hopefully, they bring this hotel eventually up to snuff. But right now, they are not adhering to the brand standard. There are notable differnces between the description on the hotel web site and the actual situation (just to give another example, wireless speakers mentioned in the room description are also not present).

Again, the assistant GM was nice and emphasized their plans to improve, but they're not there yet.

I believe Amex partners with different providers in the EU than in the US. I have never seen the rules on US cards but it's probably not safe to assume that terms and conditions of US and Euro cards roughly match.