Hotel Dengan WiFi di Sofia, Bulgaria

We booked this based on its 5* rating. Couldn’t have been more inaccurate. We booked a week in the Junior Suite with balcony (for us with our two teenage kids) on half board. The room: First room we got put into had a double bed and a sofa bed. The sofa bed had a mattress which was about 4cm deep and sloped downwards towards the head. It was extremely uneven and terribly uncomfortable, and absolutely stank of body odour. Plus, the two kids (boy and girl) would not want to sleep in same bed. I understood when booking that it would be two singles for the children. We asked them to move us on the first night, they said that was all they had. We then discovered the main double bed was two singles pushed together, so the kids slept there, and we “lay”(didn’t sleep!) in the sofa bed as it was so awful. The TV wasn’t working, the curtains were hanging off by a thread, the electric plug sockets were hanging out of the wall, and the bathroom tap was broken. The next day we complained again to our Crystal Ski rep, who spoke to the hotel and got us moved to another room, which which was much better but still nowhere near a 5* standard. (So, there WAS a room available!) The hotel staff kept telling us that this room was not included in our contract, and ensuring we knew how much of a favour they were doing us. Hah! New room: curtains still broken, tv broken, shower head broken (kept falling down every time we turned the water on). The glasses in the room were only cleaned twice during the week. The rest of the time, I had to wash them myself. The empty toiletries bottles were left on the side of the bath, never tidied up. My gown got dirty on day 3, so I put it in the bath with towels to be washed/ changed. They ignored that and just hung it back up. Food: Be warned, no drinks with dinner are included in half board, not even a glass of water or juice. You have to pay extra for that. When you do order these, please allow an entire evening for them to arrive (you will be finished eating by the time they do), and then you won’t get everything you ordered. The breakfast was just about the minimum standard acceptable, if you want toast every morning. The rest of the food was awful, greasy, and the coffee machine was only working for about 3 mornings. The rest of the time, the coffee or the milk had run out. The dinners - well, despite paying for half board, we did end up having to eat out eventually. I have no idea if it was a money saving exercise, or the chef was just awful, but the food was the worst I’ve ever come across. Everything was cold, all the time. The food looked like it had been left out all day, crispy and dry at the edges. Terrible quality and the restaurant got emptier each night as people realised they couldn’t do this, and slowly left to find other restaurants to eat in. There are PLENTY of other restaurants in Borovets, so I implore you to NOT get half board for this hotel. You will regret it. The only reason to enter into this hot

Would not hesitate to book this hotel again, from the moment we arrived we had an excellent experience. The family suite is huge! Bright, airy, modern and clean room with plenty of storage and so warm we had to turn some radiators down. The hotel overall is very clean and welcoming and all the facilities were in good condition. Breakfast buffet was plentiful and different each day. The evening meals were very nice, one night was a buffet and I ate much more than I should have! The pool is clean, quite new and open long hours. We really appreciated the hospitality from the staff and a shame we didn’t get the chance to try the spa. The bus is free but it’s easy to get a taxi into Borovets for 20 lev if the timings don’t suit you. Top tips would be to book directly with the hotel for a cheaper rate. They also offer an evening meal supplement so you can go half board. For tea drinkers like me take some tea bags!

Best place for a family. Best location just next to the lift. Great animation team to entertain the kids every day after 16h. All day Kindergarten available for an extra cost. Food at the hotel restaurant was great both on breakfast and dinner. Lot of variety. Indoor pool and thermal zone great bonus included in the price, even though a bit overcrowded after 17h. Lobby live music on a daily basis.

Had an awful experience sending my parents there for their anniversary. The staff and management of the hotel are very inexperienced and were a complete disappointment throughout the booking process and duration of stay. Additionally, the room key system was not working and staff had to walk people to and from their rooms as guests could not use the elevator on their own or open their own rooms. I made the reservation with my credit card online, and wanted to call and make sure that 1) my parents are listed as guests on the reservation so they can check-in and 2) they can use my credit card on file for the duration of their stay if they wanted to get additional food, drinks, etc. The goal was to send them to an all expenses paid getaway. Had to call 7-8 different times on different days, until someone was finally able to confirm that they are added to the reservation as guests and it will not be a problem to put the charges on my credit card (they would put a note in the reservation this is a prepaid getaway present). Most of the other calls went either unanswered or went to an new associate that had no idea what to do and had to reroute the call that then went unanswered. On the day of the check-in, the reservation could not be found under my father's name (embarrassing experience), and then takes a while to find it by the booking number because it got ”lost” in the system. Then they were told they had to use their credit card for the entire booking and any additional purchases (another embarrassing experience, after thinking you are going to an all expenses paid getaway), and now we have to trade receipts for reimbursement. Then throughout their stay the room access system was broken and they had to get walked to and from their rooms by an associate with a master key, completely unacceptable. The location of the hotel and hotel grounds are incredible, but the staff is completely inadequate and management incapable. Would not return until there are some top down changes in how this place is run.

We booked this based on its 5* rating. Couldn’t have been more inaccurate. We booked a week in the Junior Suite with balcony (for us with our two teenage kids) on half board. The room: First room we got put into had a double bed and a sofa bed. The sofa bed had a mattress which was about 4cm deep and sloped downwards towards the head. It was extremely uneven and terribly uncomfortable, and absolutely stank of body odour. Plus, the two kids (boy and girl) would not want to sleep in same bed. I understood when booking that it would be two singles for the children. We asked them to move us on the first night, they said that was all they had. We then discovered the main double bed was two singles pushed together, so the kids slept there, and we “lay”(didn’t sleep!) in the sofa bed as it was so awful. The TV wasn’t working, the curtains were hanging off by a thread, the electric plug sockets were hanging out of the wall, and the bathroom tap was broken. The next day we complained again to our Crystal Ski rep, who spoke to the hotel and got us moved to another room, which which was much better but still nowhere near a 5* standard. (So, there WAS a room available!) The hotel staff kept telling us that this room was not included in our contract, and ensuring we knew how much of a favour they were doing us. Hah! New room: curtains still broken, tv broken, shower head broken (kept falling down every time we turned the water on). The glasses in the room were only cleaned twice during the week. The rest of the time, I had to wash them myself. The empty toiletries bottles were left on the side of the bath, never tidied up. My gown got dirty on day 3, so I put it in the bath with towels to be washed/ changed. They ignored that and just hung it back up. Food: Be warned, no drinks with dinner are included in half board, not even a glass of water or juice. You have to pay extra for that. When you do order these, please allow an entire evening for them to arrive (you will be finished eating by the time they do), and then you won’t get everything you ordered. The breakfast was just about the minimum standard acceptable, if you want toast every morning. The rest of the food was awful, greasy, and the coffee machine was only working for about 3 mornings. The rest of the time, the coffee or the milk had run out. The dinners - well, despite paying for half board, we did end up having to eat out eventually. I have no idea if it was a money saving exercise, or the chef was just awful, but the food was the worst I’ve ever come across. Everything was cold, all the time. The food looked like it had been left out all day, crispy and dry at the edges. Terrible quality and the restaurant got emptier each night as people realised they couldn’t do this, and slowly left to find other restaurants to eat in. There are PLENTY of other restaurants in Borovets, so I implore you to NOT get half board for this hotel. You will regret it. The only reason to enter into this hot

Would not hesitate to book this hotel again, from the moment we arrived we had an excellent experience. The family suite is huge! Bright, airy, modern and clean room with plenty of storage and so warm we had to turn some radiators down. The hotel overall is very clean and welcoming and all the facilities were in good condition. Breakfast buffet was plentiful and different each day. The evening meals were very nice, one night was a buffet and I ate much more than I should have! The pool is clean, quite new and open long hours. We really appreciated the hospitality from the staff and a shame we didn’t get the chance to try the spa. The bus is free but it’s easy to get a taxi into Borovets for 20 lev if the timings don’t suit you. Top tips would be to book directly with the hotel for a cheaper rate. They also offer an evening meal supplement so you can go half board. For tea drinkers like me take some tea bags!

Best place for a family. Best location just next to the lift. Great animation team to entertain the kids every day after 16h. All day Kindergarten available for an extra cost. Food at the hotel restaurant was great both on breakfast and dinner. Lot of variety. Indoor pool and thermal zone great bonus included in the price, even though a bit overcrowded after 17h. Lobby live music on a daily basis.

Had an awful experience sending my parents there for their anniversary. The staff and management of the hotel are very inexperienced and were a complete disappointment throughout the booking process and duration of stay. Additionally, the room key system was not working and staff had to walk people to and from their rooms as guests could not use the elevator on their own or open their own rooms. I made the reservation with my credit card online, and wanted to call and make sure that 1) my parents are listed as guests on the reservation so they can check-in and 2) they can use my credit card on file for the duration of their stay if they wanted to get additional food, drinks, etc. The goal was to send them to an all expenses paid getaway. Had to call 7-8 different times on different days, until someone was finally able to confirm that they are added to the reservation as guests and it will not be a problem to put the charges on my credit card (they would put a note in the reservation this is a prepaid getaway present). Most of the other calls went either unanswered or went to an new associate that had no idea what to do and had to reroute the call that then went unanswered. On the day of the check-in, the reservation could not be found under my father's name (embarrassing experience), and then takes a while to find it by the booking number because it got ”lost” in the system. Then they were told they had to use their credit card for the entire booking and any additional purchases (another embarrassing experience, after thinking you are going to an all expenses paid getaway), and now we have to trade receipts for reimbursement. Then throughout their stay the room access system was broken and they had to get walked to and from their rooms by an associate with a master key, completely unacceptable. The location of the hotel and hotel grounds are incredible, but the staff is completely inadequate and management incapable. Would not return until there are some top down changes in how this place is run.

Best place for a family. Best location just next to the lift. Great animation team to entertain the kids every day after 16h. All day Kindergarten available for an extra cost. Food at the hotel restaurant was great both on breakfast and dinner. Lot of variety. Indoor pool and thermal zone great bonus included in the price, even though a bit overcrowded after 17h. Lobby live music on a daily basis.

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