Grand Hotel Bansko

The hotel facilities were great, the rooms were big, clean, and comfortable. The spa was truly amazing it had everything it was very relaxing and beautiful. The food was nice there were a lot of choices however most of the time it was cold. The staff was rude, I asked for early check in and they couldn't even respond. They failed to tell us about parking and we got a ticket on our stay there from the police. Next they made us pay for parking on certain areas at the check out on which we were not informed at all.

There are only two things we appreciated about this hotel. The breakfast was nice and diverse. The SPA center is new and well-designed. That’s it. Only a very small portion of the hotel has been renovated, yet the prices charged for the old rooms create a clear expectation of a comfortable, well-maintained stay. Unfortunately, that expectation is completely misleading. The condition of the older rooms falls far below what the price suggests, making the overall experience deeply disappointing. It is absolutely unacceptable that in a hotel where a night costs 250-300eur, you find a cockroach in your room. It is even more unacceptable that the cleaning staff leave their cleaning products behind in the room and that half of the personnel cannot communicate properly in either Bulgarian or English. The entire experience was absurd and far below what anyone would reasonably expect at this price level. All of this was reported to the hotel manager. She apologized and deducted one of the two massages from our final bill. While this gesture was noted, I honestly expected that, given the circumstances, we should have been compensated much better. Still, some form of acknowledgment was made. We had also forgotten a small piece of jewelry in one of the bathrobes, which was found by the staff and returned to us the next day — and for that, we are grateful. Despite this, the disappointment remains. For this price, such a level of hygiene, organization, and overall service is simply unacceptable.

The SPA center and the food. Service was very, very, very poor, the staff was mostly tense/curt/laconic. Facilities (except the new SPA) getting old and shabby. The music at the longe-bar too long and totally not matching the style of the venue, bar-tenders poot skills (couldn't make basic cocktails). no menu. Paid parking. The air-conditioner required a degree to turn on. Basically poor experience, expect the SPA and the food.

The giant spa area with circuit of many saunas, Hammam, Steam bath, warm pool with jet strong yet, jacuzzi. Very clean , always someone dry the floor. The 503 room very big and quiet at the last flirt 4 th. The buffet is just amazing , so many many options. But I bring my sourdough bread . The wifi is so crazy, have yo Connect again every time you stop looking the phone or tablet. Don’t have Smart tv with Netflix and prime. Have yo clean better the room . If I eat pop corn have to take off from the floor with vacuum. Don’t have to change towels and wardrobe every day , you should put a sign when guests want to wash put on the floor.

Exceptional

Good

The spa is really nice The real deluxe room is nice We had high expectations given the amount of money we paid for our stay. And we had a bad experience with this hotel. We paid full price for a deluxe room and received a lower-end room! The hotel verbally agreed with booking.com to give us a voucher for one free night, but they haven't emailed us anything despite our numerous attempts to contact them for 2 months. Very disappointed with this hotel; the service is disappointing. I do not recommend this hotel. Edit: the hotel replied to my review in a very formal way. However they still haven't contacted me to honor their promise of a voucher as compensation. Very disappointing customer service, not worthy of a 4-star hotel, they don't keep their word...

There is no value for money. In the offer I bought it said that parking is for free, however when I arrived there the receptionists told me I shall pay for parking or I can park on the street next to the hotel for free? Unacceptable. The staff is extremely demotivated and there is no hospitality at all. There were missing cutleries on the buffet. I told one of the waiters and he just disappeared. When I asked at the lobby bar about the desert display, I was told that I shall pay and the deserts are expensive - 10 lv? If I pay this amount for the rooms and twice for the parking spot, why wouldn't I pay for deserts as well, when all inclusive haha. My foot wont step back there and I wont definitely recommend.

Exceptional

Exceptional

Superb

Pleasant

The hotel does not look as the booking pictures at all. Every single thing în the room was old and crapy quality and most were broken (closet Doors, mirror, bathroom accessories, flooring, kitchen cabinet Doors, etc). There was a sense of tidyness because they cleaned our rooms daily, but I feel things were rotten underneath as we noticed several cockroaches around the rooms, bathroom and even în the fridge. The sauna was spotless though, and looked amazing. Food was not amazing quality, our daughter had some pasta one night that literaly tasted like puke, but other than that, the everything tasted like everything. Overall, aside from the SPA, everything sucked big time.

Superb

Very good

I drank some beer and 3 little champagnes and 3 coffee, and put the payments to my room. When I checked out I had to pay 260 euro for that. That is absurd and a rip-off, they will give you a receipt all in Bulgarian, so you can never tell.

Superb

Facilities Excellent, the spa and gym are superb. The staff. Absolutely horrendous.

The hotel has all the necessary amenities, an excellent wellness center,great pool, and a good, plentiful breakfast, although it is the same every day. Free parking is available. The beds are very comfortable. There is also a room for card games and socializing. It is not baby stroller-friendly, as there are stairs everywhere. The staff is unfriendly, and apart from the receptionist, almost no one understands English. Roman, who works at the bar, is a very rude person. Since most guests come for skiing, they should have more frequent shuttle buses because the van that runs every hour is not enough—it gets too crowded.

Good