Grand Hotel
Pomorie
A 5-star medical SPA and balneotherapy hotel on the Bulgarian Black Sea coast, serving guests from four language markets. We built a new site from scratch, integrated the booking platform end-to-end, and solved more than the two operational problems the old site quietly created - medical treatment bookings made without prior specialist approval, and offer prices that didn't match what guests saw at checkout. The previous site was locked to PHP 7.4 by an aging theme and plugin stack; the new build closes that security gap on top of everything else.
Client
Grand Hotel Pomorie
Industry
Hotel Medical SPA / Balneotherapy
Year
2026
A booking journey that follows the hotel’s real operation
The old booking journey changed language inside the external widget, could take payment before medical approval, and could not sell promotional offers online.
The new system keeps the guest’s language through booking, routes treatment packages for medical approval before payment, and calculates the selected offer’s actual price.
Challenge
Grand Hotel Pomorie is not a typical hotel website project. The property combines accommodation, a balneotherapy center, a medical SPA, conference facilities, restaurants, and sports infrastructure - and serves guests in Bulgarian, English, Russian, and German.
Three problems sat underneath the visible design. First, the Exely booking widget ignored the site's language. A German-speaking guest could browse the hotel in German, then suddenly land inside a Bulgarian booking flow.
Second, treatment package bookings could be paid in full online, but every treatment requires approval from the hotel's chief physician. That approval only happened on arrival. When a guest's condition turned out to be incompatible with the booked treatment, they had already traveled, planned, and paid a non-refundable deposit.
Third, the Exely widget on the old site accepted online bookings and payments only at standard rates. Not a single promotional offer or special could be booked online - every one of them had to be reserved by email or phone.
Solution
Multilingual booking, all the way through. The booking widget now follows the site language. A German guest sees the booking widget in German, a Russian guest in Russian, and every step from the home page to the confirmation stays in one language.
Pre-qualification before payment for treatment packages. Treatment bookings now route through a custom form built around the questions the chief physician would normally ask on arrival. The physician reviews and approves remotely. Payment is only requested after approval. A guest with a contraindication learns about it from their living room, not from a doctor's office after a 2,000 km trip.
AI-controlled per-offer booking forms with full pricing logic. Every offer on the site has its own booking form, with the prices for all seven seasons and the offer's discount. Guests choose what's theirs to choose - dates, room type, guests - and the form computes the actual price they'll pay. What's shown is what's charged.
Results
Treatment package bookings are now medically pre-approved before any payment is taken - eliminating the conflict between non-refundable deposits and medical contraindications.
Offer prices shown on the site match offer prices at checkout, across all seven seasons. The offer-page reservation forms are AI-controlled. The booking flow is fully localized in four languages - including inside the third-party booking widget. The new site was launched with zero downtime on a live-booking property, and moved the stack off the mandatory PHP 7.4 the old site was pinned to.
The campaign results below refer to the February–March 2026 campaigns described in this case. The return figure is client-confirmed; it reflects the combined offer, existing audience, creative and paid distribution, not an isolated effect of rebuilding the website.
Verified campaign performance - February–March 2026
Valentine's Day campaign (1–14 February 2026). One sharply written banner. By 10 February the hotel was fully booked for the 14 February peak - every one of its ~180 bookable rooms taken.
March 2026 carousel campaign. Three top offers as a single sponsored carousel ad, running for 10 days. Result: the hotel filled up a second time within the same window.
Return on ad spend. Both campaigns were built on the hotel's Facebook community of 22,000 active followers. The ten-day March campaign returned its advertising budget more than 100× in profit - confirmed by the client.
Both campaigns followed deep audience research and a precise creative strategy. Two campaigns, hotel filled twice - each time in ten days.
Client's feedback
Brand Design Ltd. understood that a hotel website isn't a brochure - it's an operational tool. They asked questions about how our front desk works, how our doctors approve treatments, how our pricing actually moves through the seasons. The result is a site that handles real bookings, not a pretty homepage with problems hidden underneath.
Management
Grand Hotel Pomorie
Verified review on Clutch
“Brand Design Ltd has learned our business model in no time and suggested the best possible solutions.”
Zhivko Zhelyazkov
Grand Hotel Pomorie, Balneohotel Pomorie JSC · Pomorie
5.0/5 ·
A complex booking or multilingual customer journey?
Map the booking steps, languages and operational dependencies before choosing the technical change.