Mountain Paradise 3 (By The Walnut Trees) — Hotel in Bansko

It is laughable how the hotel is rated as a 4 star, when it is arguably a 3 star at best.

Rooms:

The room we were given was in very poor condition with damaged doors and furniture as shown in the pictures below. Upon our arrival, the sheets were not changed and we were lacking clean towels which were supposed to be provided by the hotel. The room itself was dusty as well. The pillows were uncomfortable and small. Sheets and towels were changed every 4th day.

The bathroom smelled of ammonia during our whole stay and we were given little to none soap and shampoos.

The heating couldn't be adjusted in every room, which meant that one room was constantly hot while the others were constantly cold.

Staff

The staff was terrible, providing 0 help to our problems during our stay.

There were kids from a skiing camp/school staying at the hotel which made a lot of noise past midnight and the staff DID NOT contribute in any shape or form to give the children's superior/teacher a warning or a fine.

We had issues with the wifi and no fix was provided by the staff.

The only positive was the bus driver who took us to the skiing slopes and back. He was always kind and on time. He was, without a doubt, the best staff member at the hotel.

Food

The food was unpleasant and disappointing. There weren't many choices or options and the food was unappetising.

But the absolute worst part of it all were the cups. The hotel did not bother to give us glass cups or mugs for the coffee and we were forced to use plastic ones which melted once hot coffee or tea was poured in. When we complained about the above mentioned issue, the staff's excuse was that they did not have any glass cups. Which is absurd.

Pool and SPA

The pool was rather large and clean, it had a great hot tub and an amazing spa sector with steam rooms, saunas and more. No...

I want to express my utter disappointment and displeasure from this hotel. We stayed in this hotel in March and booked an aparthotel for 3 people. When we came to get the key, there was no one by reception for 10-15 minutes, until finally someone showed up. She gave us our key and we walked into the room. First off, the entrance door was almost impossible to open and close and it was basically hanging off the hinges. One of our beds was basically a wooden box, by far the most uncomfortable sleep I've ever had. There was a stove and kettle, but ZERO cutlery and 2 cups. The shower doors wouldn't open and then, once inside, were impossible to close. The entire build quality of the hotel looked like it was made by mentally handicapped carpenters- random holes in the wall, paint peeling off, rickety chairs and tables (basically everything was shoddy). The furniture looked like it was nibbled by rats. There was also no wifi, due to a "server problem". The "included" breakfast was cold and grey and the spa services closed prior to their stated closing time multiple times during our stay. When we went to speak to the receptionist about these issues we had, he had the worst customer service I'd ever seen. He blamed us and then pretended to write down our issues. He told us he didn't know when the wifi would be fixed, but "it wouldn't be soon". We asked about the cutlery and he told us we wouldn't be given cutlery, as the stove is not supposed to be used and food is not supposed to be eaten at the hotel. When we told him about our wooden box for a bed, he said he would send somebody up to "change it". This never happened and I still have back pain a few days later. I left this hotel 2 days before the end of my booking, because I could not stand it. Please AVOID...

We stayed with my friends for 5 nights and the bed sheets were not changed once. The sheets on one of the beds were dirty. When we arrived, our room was supposed to be for 4 people, but instead it was for 2, so we had to ask the maids to turn the sofa in the living room (we were in an apartment) into a bed. In all 6 days nobody cleaned the room or took the trash out. We ran out of toilet paper really fast, but there wasn’t another roll in the bathroom. The room was really cold because the heater only worked in the morning for a few hours. We had breakfast, lunch and diner at the hotel restaurant every day. The food was horrible. There wasn’t any fruit and the vegetables tasted like plastic. Everything was the same for the whole stay - lunch and diner were absolutely identical and the breakfast was so mediocre. Nothing was prepared well and everything that was supposed to be “meat” neither looked or tasted like one. There wasn’t a variety of drinks and we had to drink from plastic cups. One more thing about the restaurant is that there weren’t oil, vinegar or olive oil on any of the tables so we had to eat absolutely tasteless food. The doors on the rooms were really old and squeaked any time we tried to open or close them. The location is not that bad, but the parking area is practically non existent. In general, i wouldn’t recommend this hotel to anyone. Even though it has a good garden and capacity, the managers are definitely not doing their job as...