Hotel Evelina Palace — Hotel in Bansko

Ah, where should I start...Evelina "Palace" Hotel is definetly not a 4 star hotel, at most 2! Definetly not a "palace", don't get fooled by its name. The hotel looks old , there was hair on the bathroom floor when we arrived. There is a pretty ok small sauna and an inside almost-warm swimming pool. The water and the hall where the pool was were too cold for me and I used them only once.||The food was average, little choices and it looked like there were many processed foods like frozen: pies, fishfingers,some kind of schnitzel. For halfboard,no drinks for dinner, not even water. At breakfast no real coffee.||But the worst was the attitude of the "lady" that was supervising the place. I do hope that she is not the owner! She was rude and was treating us like nothing but a source of money and that's it! She accused us of breaking some glasses, with no evidence, and of course, without being true. Then she tried to extracharge us for drinks we did not have. She showed us a receipt for 5 leva, that was not signed, so obviously we did not order those drinks. When we confronted her and told her that what she was doing was cheating on turists she apologised. We were a big group and everybody had an extracharge for something theysaid they did not have, some of them for large sums of money, up to 60 leva. Her attitude left us with a bitter taste and it is such a pity that something like that can ruin your holiday, because Bansko is a nice mountain town with good slopes which can assure you a nice winter vacation.Fortunately we had a nice funny group and the vacation was not a total fiasco, but please, DO NOT let yourself be fooled, DO NOT PAY FOR SOMETHING YOU DID NOT DO OR HAVE! ||As a plus....the hotel has a good location, big rooms, nice garden. It has a free shuttlebus to the slopes, but there are also many other hotels that have this service also.|| But everything was overshadowed by the attitude of...

Ah, where should I start...Evelina "Palace" Hotel is definetly not a 4 star hotel, at most 2! Definetly not a "palace", don't get fooled by its name. The hotel looks old , there was hair on the bathroom floor when we arrived. There is a pretty ok small sauna and an inside almost-warm swimming pool. The water and the hall where the pool was were too cold for me and I used them only once.||The food was average, little choices and it looked like there were many processed foods like frozen: pies, fishfingers,some kind of schnitzel. For halfboard,no drinks for dinner, not even water. At breakfast no real coffee.||But the worst was the attitude of the "lady" that was supervising the place. I do hope that she is not the owner! She was rude and was treating us like nothing but a source of money and that's it! She accused us of breaking some glasses, with no evidence, and of course, without being true. Then she tried to extracharge us for drinks we did not have. She showed us a receipt for 5 leva, that was not signed, so obviously we did not order those drinks. When we confronted her and told her that what she was doing was cheating on turists she apologised. We were a big group and everybody had an extracharge for something theysaid they did not have, some of them for large sums of money, up to 60 leva. Her attitude left us with a bitter taste and it is such a pity that something like that can ruin your holiday, because Bansko is a nice mountain town with good slopes which can assure you a nice winter vacation.Fortunately we had a nice funny group and the vacation was not a total fiasco, but please, DO NOT let yourself be fooled, DO NOT PAY FOR SOMETHING YOU DID NOT DO OR HAVE! ||As a plus....the hotel has a good location, big rooms, nice garden. It has a free shuttlebus to the slopes, but there are also many other hotels that have this service also.|| But everything was overshadowed by the attitude of...

Be careful of your possesions!The stay in a 4 star Hotel should provide satisfactory comfort, a great level of customer service and adequate security to make it a pleasure experience. Hotel Evelina Palace has failed to meet all of the above throughout our stay. We have been unfortunate enough to have money stolen form our jacket that we regretfully left in the lobby area on the second night of our stay .When asked reception if they have found it the next day, we have been informed that even though it is found we have to pay the Hotel and then they will hand it back ,as if it was some form of ransom or guarantee. After a short "negotiation" , we obtained the jacket only to find out that a considerable amount of money has been stolen from the wallet that was in the inner pocket. The staff did not sympathise nor were they willing to help with investigating the incident or put us at ease. In contrary , the management went on a defensive and kept emphasising of what a big mistake we made and that we should pay the Hotel immediately. Although, the card has been provided in advance via a website at the time of booking, the staff have failed to inform us on the first and second night that they could not receive the payment. The sequence of these events, together with the failure in the provision of adequate security and customer treatment, has aroused our suspicion and left us no other option than to have the Police involved to investigate further. We do not expect the money to be returned back to us,nor do we expect to be found and regardless of our suspicions, we do hope that the Police investigation will prompt the management of the Evelina Hotel Palace to invest in security, additional cameras and staff training in hospitality and customer service. This hopefully will increase the security standards to that of a 4 star Hotel or "Palace" and prevent...