Hotel Bansko

Please don't book this hotel unless it's the last place you want to stay in and you don't care about cleanliness, decent food, and rude staff. We booked 2 rooms and we received one which stank of cigarette smoke and almost passed out from the smell, we went to change the room and hardly got another one. The rooms are dirty, if you have white socks and make a few steps on the carpet will turn dark, the staff doesn't understand a few words in English we communicated with hands, towels with holes, very poor quality and there were days when they only left 1 towel for 2 person room. The bed was hard as a rock, dust everywhere. The food was too bad to even look at, so we booked the hotel with breakfast and dinner, we went out to eat every night after the ski because we couldn't touch the food. Bad taste, no flavor, with the worst ingredients. This hotel felt like a joke and we hope they will do something about it. We checked out early cause we couldn't stand the place anymore, was depressing. We went to the reception and checked out a night before our departure, leaving the keys and everything, the next day when we arrived at our homes, the hotel called to make the check-out. Truly and fully a joke of a place and stuff. The only positive things are that there is warm and the water is always hot.

Upon arrival, we were dismayed to find that the hotel room did not match the representations on your website. To our shock, we discovered mold in the bathroom, particularly on the shower curtain. Despite our repeated requests for room change, the staff blatantly ignored us. Furthermore, the absence of curtains in the room was inconvenient and disturbing. Communication with the staff was challenging as they did not speak English proficiently. The incident during dinner was particularly distressing. Despite presenting our voucher indicating that dinner was included in our package, we encountered a disrespectful attitude when settling the bill for drinks and additional items. Extremely rude staff , rolling their eyes in front of you. As parents of two young children, the lack of professionalism and the presence of mold in the room are completely unacceptable. The baby cot provided lacked the promised mattress. Having worked in the hotel industry for five years, I understand the importance of guest satisfaction, and I must say that the attitude of the staff and the overall condition of the room do not align with a supposed four-star standard. The “sofa” in our room had 3 normal legs and a wooden leg , which was put poorly ( no health and safety ) when my daughter got on the sofa she fell with it. The sofa fell towards the wall , thankfully I was next to the sofa , and when I catch it to pull it back , it fell on my phone , smashing it. Upon complaining at the front desk ,,…again , rolling eyes , laughing at the fact that my phone was on the floor. Not even the tinniest concert if my daughter is alright. Awful. I won’t recommend this hotel. Please avoid. The breakfast is average and the dinner is below average. No water or a choice of juice for the kids provided. A tiny corner for the buffet.

Despite experiencing various disappointments during my second-year stay at this hotel, the one shining aspect is the exceptional massage expertise of Ekaterina at the Spa's, her small office is a heaven room. Her golden hands provide a standout and enjoyable experience, making her the sole reason for booking this hotel again. Unfortunately, the overall decline in provided service at this hotel is evident in rude staff, nonexistent cleaning, and disorganization, making it challenging to overlook the hotel's shortcomings. Particularly, other "masseur" lack knowledge about massage and basic muscle anatomy, resulting in unpleasant experiences, unlike the remarkable rejuvenation achieved through Ekaterina's magical touch. Staff very rude specially some at reception. Cleaning non existent, we had to implore for clean towels and toilet paper. Robes with holes and looking and smell like dirty. although they say there is room service available on site and even in the welcome info in reality the staff considered they won't offer it. The car used for the transfer to the lift is filthy smells horrible and full of trash. To get a kettle which should be in the room we asked multiple times at reception. Overall very disorganized, fells like there is no management at all at the hotel and the staff doesn't care about costumer service or their job. Internet very slow. Breakfast tolerable. Very disappointed specifically because I had a quite pleasant stay last year.

The hotel needs major refurbishment. But the worst thing is the dinner in the mehana. I am literally eating sandwich with creamy salad and yellow cheese since there was nothing to eat. Even the traditional "lukanka" salami is old... The breakfast is ok, but not for a four star hotel. Nevertheless, good products.