needs an update especially in the pool area, dirty, dangerous

location

Stayed in February 2023

The spa was awful, a third of the floor of the pool was missing, stuff was floating in the water of the jacuzzi and the ceiling above it was black and moldy. The steam bath was very small and there was trash (paper cups from coffee) inside. The whole hotel has a lot of wear and tear and has not been maintained at all. Things are broken, damaged and not working properly which is unacceptable for a four start hotel. They were also understaffed and I had to almost always wait to get someone at the bar or at the spa desk. People at the bar were nice and kind but not well-trained. They had no idea how to make a cocktail (any cocktail). However, as I said, they were really kind so it is a menagerial mistake that they are not trained. We were in the Appendix building and there was no connection to the main building so we had to go through the garden in the winter to make it to the spa. That is ridiculous for a winter spa hotel to make guests go outside in their towels to get to the spa. There was no hair dryer in the room, we had to get one from reception and return it immediately after use. The hair dryers in the changing room at the spa did not work (all three of them!!!). All in all this hotel is definitely not a four-star hotel and it is definitely not worth the money! May be if it was a two-star it would be ok, but all this is unacceptable. I will never go back there

The rooms were big and clean, most of the staff was friendly

Stayed in February 2023

First thing first they found it very difficult to find our reservation and when we asked about where we could park, they were arrogant when they were answering. In the apartment there were an electric kettle and washing machine that were in a horrible state. In the kettle there was a spider, and it seemed like the washing machine was not cleaned, like ever. In the first couple of days in the was very warm, but the rest of the days was kinda cold. The all-inclusive included only the bar in the restaurant, and it was active from 10am to 10 pm, which meant when you are having breakfast you don't have all-inclusive, since breakfast was from 8 am to 10 am. When we asked on the bar in the restaurant if we can get water for the room, they told us that we have to bring our glasses from the room, so they can fill them up, or we can buy a bottle of water even though we had all-inclusive. The spa that they offered for free with the all-inclusive included a pool, Jacuzzi, sauna, steam bath. From all of those only the sauna and the steam bath were hot, the pool and the Jacuzzi were very cold. We had to get out of the spa to ask them if they can make them a little bit warmer. Their answer was that they can, but we had to wait 10-20 min, but after almost 30 min later the water had just begun to warm a little, so we just gave up and went back to the room. Lastly the internet speed, a very important part I might say. It was very, very slow, even though every room had its own access point. We could barely manage to stream an episode of one of our series, but we quickly switched to our hot spot from the phone (and no we did not have unlimited plan)

The room was very spacious.

Stayed in February 2023

they told us they serve for dinner multiple different meat dishesh in the phone. but reality was most of the dishes were pork. And saturday they had mexican theme food where 80% of the main meals were pork and we coudnt eat it. and one staff lied to us that one dish was not pork, when in truth it was. And the food was cold. spa was disappointing.

only the rooms were the positive thing.

Stayed in March 2023

1. The food was awful. 2. The bedroom was so small it could barely fit the baby cot. 3. The bed was so small, my husband had to sleep on the couch because it couldn’t fit both of us- normal size people. 4. The pool was cold and pices of its floor were all over the pool area. 5. No shop nearby the hotel. 6

The staff was nice and helpful. We stayed in one bedroom apartment and the living room was spacious. There was nice cappuccino on the bar, not included in the breakfast. Parking in front was available for free.

Stayed in February 2023

There wasn’t anything that really stands out, bed wasn’t as comfortable as expected, but I would say this is down to individual preferences.

The property has amazing futures with a lovely fire place as you walk in and incredible space for groups. Highly recommended.

Stayed in February 2023

Everything was excellent!

Stayed in February 2023

Sauna - broken banch Around 8 PM the water from the bath was pretty cold The water from the jacuzzi was cold The shuttle (only 3 in the morning - small car ) and too early in the afternoon.... The temp in the room around 20 degr. No special room to leave the ski equipment.... During meal, the soft drinks were really bad The coffee from an instant machine

Pretty ok food.

Stayed in February 2023

Massage was horrible.

Stayed in December 2022

We were group of 3 and one bed was a sofabed which is not so comfortable and wasn't clear on the room information. The staffs are not very friendly and also they are not prepared to receive people from other countries. The are a lot of options for food for breakfast and dinner the only problem is that the food is cold. The hotel is more for Bulgarian people.

The room was nice and clean the hotel facilities were good as well and clean.

Stayed in January 2023

The staff at the bar was very rude to us when asked for a coup of coffee they wanted initially to make it in a glass. When we have asked for an actual cup for a coffee they almost threw it on the bar table, made a few comments to the other staff members there and we ended up paying for a cold latte as she did not know how to make one. The food choice was very poor and not tasty.

The location was good and rooms very spacious.

Stayed in January 2023

The bed was bad due to the mattress. Hygiene of the hotel is not good. Also in the SPA hygiene was very bad. I would not recommend this hotel to anyone.

Lobby was OK and the view was good. I can recommend only this. Other than that you can check what I did not like below.

Stayed in January 2023

the location

everything was very good and the staff was very friendly

Stayed in January 2023

The pool is located in the main building and if your room is at secondary buildings you'll have to run to not freeze, but there is another problem: the yard is poorly illuminated (very burned out lights). The food was OK, just OK. The cafe machine was working only for breakfast and not for dinner (I don't know what is that big expense...), at the other side you have tea (while there are bags), water and juices with 3 aromas, but you can drink juice only if you are one of the first that came to dinner room (after that, it was flowing water. The prices of the lobby are pretty high also. After all, I had pretty good time in Murite and with those corrections it would have been the perfect place.

Clean rooms, nice lobby, warm all around the hotel, hot water every time

Stayed in January 2023

everything else

the lobby

Stayed in January 2023

The staff is very rude and the “spa” is only one pool and one small jacuzzi with unsupervised kids diving and screaming in the pool and even in the jacuzzi.

Stayed in January 2023

Everything except the TV

The TV

Stayed in December 2022

N/A

Everything. The rooms in our apartment were nice, clean and had everything that we need. The SPA of the hotel is great and the pool is nice and large.

Stayed in November 2022

The whole place needs some renovation as it is pretty worn out. The Spa was a bit too small for the capacity of the hotel and as everything else it needs some fixing and maintenance.

Breakfast was pretty ok. The massages were great. Very nice, friendly and professional people.

Stayed in November 2022

1. We weren't provided with slippers, we had to manually ask for them, although they are an included feature. 2. There wasn't any guidebook in the room regarding the reception number, breakfast/dinner times, room service, utilities, etc. 3. Poor reception service. 2 out of 3 times, the receptionist didn't answer the phone. We had to go down to the reception, make the inquiry, and go back to our room, which could've been easily solved with a simple phone call. 4. The electric kettle was dirty from the previous room tenants. We even made a request for a change, but it didn't come to fruition, the dirty kettle remained in our room for the remainder of our stay. 5. Although we stayed in an apartment, the space wasn't usable. The kitchen wasn't equipped with any utensils, pots, pans, or plates. Overall, the stay at the apartments isn't worth the charge. 6. The rooms had a specific old smell, probably from lack of ventilation. Also, for a 4-star hotel, the bedroom was quite under-decorated. 7. Although it's listed under facilities, the bathroom didn't have a hairdryer, which for a spa center is a must-have. 8. The hotel is a 20-minute car drive from the center of Bansko. For the same price, you can easily find a booking that offers the same facilities for the same price and is closer to the ski area and old town.

1. The room was quite hot and pleasant to stay in. 2. The pool water was lukewarm and pleasant. 3. The lobby area was cozy. 4. Sufficient parking space.

Stayed in November 2022

On first place I felt mislead because the site and booking says that the hotel has 3 types of restaurants and no one told me that only one of them is working and it's on block table. The second thing that is not said anywhere is that you are sharing an entry and a terrace with another room. Third - spa center is in the basement next to the storage room and I don't think it's working cause there were only 5 people running the whole place. It's been written that the pool is warm but it's not.

The area is very beautiful. The view from the window was astonishing. The room was warm. And last but not least the whole crew of 5-10 people were great when we got to know them.

Stayed in October 2022

Excellent

Stayed in October 2022

ewerything you need is here

Stayed in October 2022

The room was quite small and we had a shared balcony with another room. The rooms do not have an air conditioner?!? It was cold - in the rooms and in the shared spaces. People were dining with their jackets on in the restaurant. Rooms do not have a hairdryer and you have to ask for one from the reception. There were not enough beds in the spa center. The inside pool water was not mineral and warm. The food was enough but almost everything was tasteless. We were on the 4th floor and the elevator was not working about half of the time of our stay.

Our balcony had great view of the mountains. It was clean. The WIFI was good. The staff was really friendly.

Stayed in October 2022

Not enough staff, not friendly, obviously in a bad mood all the time. From a 6 days of stay we got 1 "Good morning" on our 5th day. Two of us got food poisoning on top of everything!!! And maybe the worst of all was the comment one of the staff said silently behind our backs, while we were discussing the lack of good food - "that's what you paid for"!!! Can you imagine ... I can continue, but I just don't want to stress myself anymore ... The place is falling a part slowly.

Honestly, nothing special.

Stayed in September 2022