Hotel Panorama Resort Bansko — Hotel in Bansko

Bansko Panorama Resort - nice looking hotel, with pleasantly decorated lobby, magnificent view, but chaotic staff operation turned our stay into a whole mess. Our stay was one week winter family vacation. On arrival, rooms were cold, and corridors in upper floors freezing. On second day, reception staff shared blower heaters upon request. We liked: looks, interior and exterior. Food quality was acceptable but with quite limited choice and diversity of main meals. We disliked: Room cleaning service, terrible and lazy. On room visit, they just emptied trash and added toilet paper roll. Bathroom never cleaned. Room floor was mostly dirty, cleaned by staff only once, upon request. Towels – we found 9 on arrival, and dropped to 4 on first (requested) exchange. Toilet paper was not available in evening hours on reception, we were directed to supermarket. Beds, matrasses terribly uncomfortable (worn out). Convertible sofa bed was disaster, again with worn out matrass so you can feel its metal structure… Parking, underground garages offered by agency (Ski&Sun, Nis, Serbia) were unavailable upon request at reception. Parking above hotel was overcrowded, with no free space. We were directed at available space on street. On other hand, every time we stopped car at entrance to load/unload luggage or drop off/collect kids, we were warned to drive away immediately. Restaurant is looking nice and tidy, with service far behind it’s looks. Food serving is delayed (empty serving dishes), coffee machine is often without milk, forks and knifes are not on table upon arrival (and not available for self service). Bread, milk, and kid’s favorite chocolate cereals are often unavailable. We noticed dissatisfied guests quarrelling with staff. In return, served food was cleared at meal finish time sharply. Lobby bar missed milk for coffee, hot wine is occasionally available…

Hotel is missing staff operation routine, maybe is even short of staff, quality of service and bar/food quality are not meeting expectations for 4-star hotel. Do not expect western hospitality and service quality. Despite looks, this ruined our staying experience. I do not...

Hello everyone. It is important for me to share with you the terrible experience I had at this hotel.

First of all, when we came to check in (21:00), the entire hotel was dark, no people, no reception. The experience was questionable, I felt as if I had broken into the hotel. It took us about40 min to find the hotel and room.

Second, the breakfast here was disrespectful, I haven't felt such disdain in a long time. The fruits were on the verge of decomposition (see photo), some mornings we received cold food, and the icing on the cake was the dog of the hotel employee's who wandered around in the dining room and enjoyed our food before we came, in my girlfriend's dish we found hair from the same dog and in mine there was food missing (no wonder the dog was so happy to see us)

Third, there is a problem with hot water in the rooms. There is a boiler for each room, in such a way that you have a limited supply of hot water, just enough for one ten minute shower.

Fourth, we ordered a room with a double bed, and got a room with two separate beds, therefore we had to move in the middle of the day (within their working hours 9-17) from one room to the other.

Fifth, on the topic of the hotel facilities and the pool, the facilities are ornamental facilities and do not function (billiard table without sticks and balls, hockey table without hockey...). Also, in order to turn on the facilities of the saunas, they asked us to call the reception an hour in advance in order to turn them on especially for us (we were not in the ski season), but the availability was lacking. It should be noted, we booked a hotel with a jacuzzi but apparently I hallucinated when i booked our stay (it was not working properly).

Funny anecdote, there are transparent curtains in the rooms, recommended for those who like to get up at dawn.

In conclusion, the overall experience at the hotel is...

I've tried everything to solve the problem with the hotel management but they just won't cooperate. First they send me from one receptionist to another which says that hotel with big 4* doesn't have manager, then in the end I speak with the marketing manager as I found out at the end of our conversation and she says that she needs to see with the general manager and then as the days passed they offer me only to change room for the last day.

I didn't get soundproof room as it says in the reservation. My room was next to the children playground room, gym and elevator which are all so noisy if we even don't look the fact that the room door have a whole and I can hear everything inside - there is none isolation.

In the bathroom there isn't one door on the shower so whenever we shower we have to clean the mess afterwards so we could use the bathroom again.

We've got bed sheets that doesn't match our bed which is pretty lousy - I've slept on better bunk beds this one. It has the spring mattress and whenever my girlfriend or me made some move it gots that metal spring sound so it is really impossible not only to sleep but to use this room also. Very bad, and they didn't provided those things that we agreed on signing the contract.

They just wanted to rip me off. The room in the...