Sunny Hills Ski & Wellness — Hotel in Chepelare

Location is very convenient, very close to lifts. Interior is modern and everything is new. Very clean. Food is OK, mostly traditional Bulgarian. Car park is rather small and car spaces not enough for the guests of the hotel. Children's center is actually a tiny room with few toys and crayons.

The main problem during our stay was that we paid for two bedroom apartment, but instead we got a bedroom and a living room with extra double bed in it. (Not to mention that the status ''apartment'' can be given only when kitchen is present and there is no such thing in this aparthotel.)

The front desk needs proper training in customer service skills. We arrived in the hotel with two young children at 22h in the evening and had to complain that we haven't been given what we have actually booked. The receptionist's reaction was unprofessional and her answer was that we should look for another hotel if we don't like what they have given us. We were asked to compare our apartment with the one given to friends of ours and if we liked it better to swap. We realized our friends were given apartment with two proper bedrooms and a separate living room and both families have been charged the same price. Eventually we were compensated for the inconvenience.

I must say the rest of the staff in the hotel was lovely - very polite, hard working and helpful. The hotel has nice bar and excellent massage therapist.

The SPA center though also needs improvement. Jacuzzi tubs were muddy and cold, showers smelly and sauna switched on only when customers come so the first ones have to wait minimum 15 minutes before it becomes warm. The SPA offers salt room, which could give great health benefits. Unfortunately the SPA caretaker lady (who is sitting at a desk outside of the main area) expects to be asked to switch the system on and clients are not aware of that. In result people sit in that room without any point, which is disrespectful and in reality bad practice. We didn't repeat...

The Hotel was average. The rooms were clean, and mostly maintained. There were some holes from some cables above the door, but I've seen worse... The apartment seems to have been designed with a kitchen in mind, but later removed and replaced with a smallish bed instead. They are pet friendly for an extra fee, and had no issue with our pup being there. The included breakfast was pretty great. Variety of products and well prepared.

What is the reason I would never repeat? Location! The hotel is surrounded by other hotels. Right in front of it is the rotting frame of a long abandoned hotel construction. On all other sides are different hotels, with one of them abandoned and overgrown by foliage. We went there with our dog, but had a hard time finding a place where it can do its deeds... There are no walking paths in proximity, it's either wild growing grass, tall unkept bushes, or concrete. You have to drive somewhere in order to find any hiking routes or even a place to enter the forest. Walking over the road is pretty dangerous, and would not recommend it to anyone.

Pamporovo as a place is but a shell of what once was, many years ago. Filled with abandoned hotels, unfinished constructions, absolutely terrible infrastructure for anything other than a car, I was shocked how difficult it is to find nature while actually being in the mountains...

The cherry on top were prices. Comparable to places like Italy or Germany, but at half the quality of food/service, and none of the effort put in maintenance. Hotel windows and were dirty, even for those that worked. Basically no sidewalks, bike paths or even when such existed were crumbling. There are so many massive, tall hotels and while most were empty now, the streets were packed with cars. I can only imagine how bad it would get in season...

TLDR - Hotel is fine for Bulgaria and room price, everything else is...

I went for a ski trip with colleagues and friends and found the rooms are spacious and warm. The hotel is a 10 minute walk uphill to the main ski lift/station or 2 minute shuttle journey. ||||We booked a 'Two bedroom' room, which is actually a one bedroom apartment with a bed and a sofa in the living room area. They were only able to provide double beds. The beds were used with dips in the warn areas but not too discomforting. ||||The hot water in the showers would usually last only 20 minutes, so if you are will a group of 3 or more, you will have to be quick if showering in a row. ||||The hotel staff was friendly on reception and the food at the restaurant was sub-par. ||||The main reason for a 3 star review was the service received at the spa & wellness centre. The two staff members there were abrupt and aggressive when using the facilities. Having to pay 5 Lev to use the spa you would expect a relaxing experience, but it was far from it. Both the male and female staff member were constantly patrolling the sauna and Jacuzzi ordering you to leave when spending more than 20 minutes in each facility. At one stage I was kicked out of the shower after using the sauna and jacuzzi as I was in there for more than 5 minutes. It was honestly one of the worst spa experiences I have had and felt on edge rather than at ease after every use. ||||TLDR; Good hotel, okay food,...