Ores Boutique Hotel — Hotel in Bansko

Booked 2 Two Bedroom Apartments from the 18th of December to the 20th of December 2020. The price on Booking was 320lv. per two bedroom apartment for two nights for 4 people. I called the hotel to confirm if the restaurant is working due to the Covid-19 situation. The lady at the reception confirmed that the restaurant is closed to dine in but there is a room-service offered. She also said that if we book the apartments through the hotel directly we will get a better price, and this is what we did. We were informed that we will be paying before we leave. When we went to pay we were asked to pay double the price that we were told over the phone. The receptionist explained that the reason for paying this price is because we had a breakfast included and SPA, all of which we did not discuss over the phone.

For the price we paid on top, the service we received was horrible! The breakfast was never delivered on time. We were told that we can get the breakfast delivered whenever we want, so we wanted it for 09:00 on one of the days. However, we got it after 10:00. I went to check when we will get the drinks at around 09:30 and I was told that they are being prepared. When the gentleman came to deliver our breakfast he told us that the coffee has finished and we were given coffee capsules for the coffee machine. In addition to that, on the first morning, the waiter spilt a fresh juice on the eggs and did not bring us a new meal. There was another delivery for the drinks and he again spilt two coffees over all the other coffees. Again, no one brought us new coffees.

On the day we moved in the apartments, the sewage was blocked in the bathroom and when taking a shower the water was going in the corridor. We informed the people at the reception but no one fixed it.

The SPA service was also terrible - the water was cold.

In conclusion - this was an awful experience!! I would not go there again and would not recommend it...

I arrived on the 28th December in the afternoon, checked in and went in the restaurant to have dinner. At 7 in the evening the food seemed already finished and they did not make any refills. I found a rubber piece in the soup. I asked the waiter for some butter, because my little child wanted to have bread and butter and they told me they have no butter in the kitchen (!). On another night, they had mussels in sauce and there was a big piece of mussel shell in the sauce, perfect to cut yourself while eating. Generally speaking, the whole experience in the restaurant was dissapointing.

If you count on relaxing at the pool after one day of skiing, do not come to this hotel. The water in the pool has been cold for the past 5 days and at some point the pool was emptyed. We asked the guy in charge of the pool when will they add warm water, he said we should ask the reception. We asked the reception, they said it is not their job, to ask at the pool. Great customer care!

At last, the day came for us to leave home. I have checked out from this "great" hotel and the employee from reception forgot to return me my passports (I don't know why they kept them in the first place, as only the Police has the right to retain the official documents). I have called the contact number available online to confirm they have my passports and nobody answers. I drove back 100 km to recover my documents, as I would not be able to cross the border with the children without the passports. I received some lame excuses.

On the whole, very dissapointing experience with this hotel and there were other clients complaining to the reception as well during the 8 days I...

I had high expectations for Ores Boutique Hotel, which claims to be a five-star establishment, but it fell far short of that standard.||The cleanliness of the room was appalling. There was visible dirt left from the previous guest, and to make matters worse, we found rubbish left in the cupboard near the kitchen area. This level of negligence in cleaning, especially in a property advertising itself as luxury, is completely unacceptable. The bathroom was no better – the bathrobes were stained, and many were ripped, which only added to the disappointing experience.||Two days before our departure, we were promised a takeaway breakfast as our flight was scheduled before the breakfast service began. On the night before we checked out, we followed this up with the night manager less than two hours before leaving, and he reassured us that the breakfast was “ready.” However, when we checked out, there was no breakfast provided. To make matters worse, when we informed the restaurant about this oversight, they never got back in touch with us – no apology, no explanation, nothing.||We have since referred this issue to Booking.com customer service, as the hotel has refused to offer even a partial refund to account for the breakfast that was promised but never delivered. This lack of accountability is appalling. As a result, we are now reporting the matter to our bank, as this is a clear misrepresentation of services.||Overall, the experience was far below expectations and certainly not worthy of a five-star rating. I would strongly advise against...