Upon arrival at the hotel, we checked in as usual, the receptionist gave us a print out of restaurant times but that was all the information we had (no usual welcome pack including a map of the hotel, restaurants, local information). We enquired about a safety deposit box to discover there wasn’t one in the room but we would be welcome to leave our valuables (laptops, passports, money, iPods, phones) behind reception when we went out, as you can imagine, we thought no thanks. The room was on the third floor with access by a lift very useful. Considering I upgraded to a deluxe room, there was nothing deluxe about it. It was clean to start but that was the best thing about it. It was small; the wardrobe door didn’t open all the way because it hit the bed. There was punch mark in the door which was rather unwelcoming. Whilst unpacking, we soon discovered our balcony was shared as a child from the room next door stared through our patio doors. As previously mentioned, it was clean to start however, the cleaner only assumed the duties of changing to towels and leaving new toilet roll of which one day she forgot and we had to ask reception for more toilet roll and new towels. The bed of course we made ourselves but were never tied, neither were the sheets changed the whole time we were there. The hotel claimed to have hairdryers in the rooms. So like most people, saving weight in their case, I didn’t take one only to be disappointed. 4 days into the 7 night stay, another couple told me to ask a reception, where they gave me a tiny travel hairdryer.
The first night we decided to go for a walk, to be very disappointed that the bars, restaurant and entertainment nearby, were nowhere to be seen. Instead we had the glorious view of unbuilt hotels and untreated grassland.
As we were on a skiing holiday, the hotel boasted a 5 minute free minibus ride to the slopes which actually took 25 minutes in a van that rattled a lot as its rear wheel suspension had blatantly bloke. The free bus gave you two time options for each outward and inward journey which we felt should have been at our disgression.
The hotel says it’s in Bansko but it’s not, it’s in the middle of nowhere. In the real Bansko town, (25 minutes van journey) we found the bars, restaurants, pubs etc. that the hotel claims are ‘within walking distance.’ The town is lovely, so welcoming and picturesque. A brilliant, little town with an old-fashioned theme. It is full of BBQ a themed restaurant which is where we tended to eat since the selection and variation in the hotel was little. It was too easy to predict the food each day. The hot food (which was always cold) selection was 8 dishes and a small selection of salads. Even though we were given a copy of the restaurant times upon arrival, these lasted three days. After that, they changed daily and it was awkward to predict what time to go for breakfast as they obviously assumed we were physic. It was the same for dinner. We never bothered with lunch. We ate out to get a real meal. At dinner times, we had to fight for seats as it was school holidays, there was three coach loads of children running wild in the hotel. These were also particularly annoying on an evening, as left to do their own thing, ran around like lunatics.
The all-inclusive bar was located in the basement of the hotel and wasn’t manned 24/7. Therefore to get a drink, we had to go upstairs and find a member of staff to serve us downstairs. The entertainment was minimal. There was never an act. It literally consisted of music played in the basement (which looked like a nightclub) which was always Bulgarian music. Nothing to accommodate the English folk. However, this wasn’t every night but there was no information to let you know when it was on or not. The receptions staffs were useless.As our own entertainment, the hotels wifi came in useful.
Overall, upon booking this hotel, it was sold to me as 5*. I would rate it 2* based on the location, rooms, services and food. We were so disappointed. If it had been a general holiday, we would have not stayed there however, on a skiing holiday minimal time is spent at the hotel, so we managed to escape its gloom.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC