Hotel Edelvays (Sokolets Borovets Ad) — Hotel in Samokov

Review||||Overall:||- English is an enigma for the staff at Edelweiss Hotel, other than the manager and Nicola from the restaurant (very polite and friendly guy) NO ONE knows any english, so it’s very hard to understand anyone or be understood, not to mention having a conversation. From my knowledge, in order to be accredited as a 3star hotel, more than 50% of staff has to speak english. This is not the case at Edelweiss Hotel ||- They were constantly threatning to call the police when you’re in an argument with them, instead of trying to solve the issue, they just turn around and leave||- On check in: no actual useful information given regarding the hotel’s wanna be services that they have available such as the pool table, the shuttle (pick up/drop off points and timetable) or the sauna. The only thing they said was: “this no possible”. We encountered issues with the luggage room and with the shuttle to the gondola, which although suposedly available, upon our arrival, it was NOT. In the end the receptionist called 2 taxis which we had to pay… on our way back, we had issues finding the shuttle bus as we were not provided with the right logistic information. When we called the reception to ask for help, instead of trying to guide us, they hang up the phone, didn’t pick it up when we rang again, did not explain properly where the meeting point was and have been ignoring us saying that the driver is there and then contradicting themselves saying that the driver should come in 5, 10 and then 15 minutes. We ended up waiting for 1 hour.||- On check out: they started shouting at us when we were leaving our suitcases at the cars, thinking we would just be leaving without paying the additional things (water, pool table) we had during our stay. I mean, really?!?. Also, they told us other guests complained about us, however this is a lie for 2 reasons: 1. The hotel staff doesn’t understand English so it would have been impossible for them to understand the guests and 2. The majority of the guests were romanian, and they actually cheered us when we were arguing with the hotel staff, saying they’ve also been treated poorly and they were happy someone was actually taking attitude.||||Rooms:||- There are water pipes in the rooms that have a constant noise, it was very loud and uncomfortable to have a non-stop noise right next to your bed, in your head and ear at all times ||- Very old fashioned furniture, dirty shower cabin curtains||- Thin walls, you can hear everyone everywhere around you||- In the bathrooms, there is EITHER cold or hot water, there’s no in between, and the hot water is white for some reason. Moreover, the smell in the bathrooms is gross and makes you sick and the light is flickering and almost explodes everytime one turns on the bathroom light||- Very poor room service: they have no hospitality knowledge or skills, they do not change the towels, they just fold them which is neither hygienic nor proper. They knock maniacally on the doors when they come so if you are sleeping, resting or in the bathroom, this is very, very disturbing||- There’s mold everywhere||||Staff:||- There’s an armenian employee in the restaurant who speaks only his language, although he’s been told we do not understand him. Also, he is very aggressive and intrusive when cleaning the tables||- The young waiter is a very nice friendly guy who assisted us and behaved the way a person working in hospitality should. The only one with english skills in the whole hotel, he actually speaks better than the hotel manager||- The driver is very nice too, however he is not able to exchange two words in english||- Impolite reception staff, both Maria and her colleague, absolutely lacking problem solving skills, very rude, arrogant and not knowledgeable||- The manager is anything but a manager, doesn’t have neither the soft nor the hard skills to manage different situations. She is trying, but she is far for being fit for the role.||||Services:||- Water was not included for dinner, unacceptable to sell your property with breakfast & dinner included, but not to offer WATER in the evenings. One morning, we tried to fill in some bottles and they literally came and blocked the water machine so we couldn’t get it, and started speaking in a different language (once again)||- The wifi did not work||- They do provide a luggage room, however this is in plain sight, in front of the reception, it has glass windows/doors and basically invites everyone to serve themselves willingly with whatever they please. What is more, the size of the room is 0.25-0.50 sqm. For a hotel at a skiing resort, this is obviously not enough when there are people bringing their skiing equipment.||- They do not have surveillance at the reception area so the luggage room is not protected at all, not safe||- Shuttle: On booking, free shuttle transfer is supposed to be available throughout the day, however this is a lie. The bus is only available for 2-3 timeslots until 11.15 in the morning and there are only 2 transfers available until 4.15 in the afternoon. Moreover, the staff had the audacity to strike us through from the shuttle list and did not even have the decency to tell us that they did that so we...

Overall: English is an enigma for the staff at Edelweiss Hotel, other than the manager and Nicola from the restaurant (very polite and friendly guy) NO ONE knows any english, so it’s very hard to understand anyone or be understood, not to mention having a conversation. From my knowledge, in order to be accredited as a 3star hotel, more than 50% of staff has to speak english. This is not the case at Edelweiss Hotel They were constantly threatning to call the police when you’re in an argument with them, instead of trying to solve the issue, they just turn around and leave On check in: no actual useful information given regarding the hotel’s wanna be services that they have available such as the pool table, the shuttle (pick up/drop off points and timetable) or the sauna. The only thing they said was: “this no possible”. We encountered issues with the luggage room and with the shuttle to the gondola, which although supposedly available, upon our arrival, it was NOT. In the end the receptionist called 2 taxis which we had to pay… on our way back, we had issues finding the shuttle bus as we were not provided with the right logistic information. When we called the reception to ask for help, instead of trying to guide us, they hang up the phone, didn’t pick it up when we rang again, did not explain properly where the meeting point was and have been ignoring us saying that the driver is there and then contradicting themselves saying that the driver should come in 5, 10 and then 15 minutes. We ended up waiting for 1 hour. On check out: they started shouting at us when we were leaving our suitcases at the cars, thinking we would just be leaving without paying the additional things (water, pool table) we had during our stay. I mean, really?!?. Also, they told us other guests complained about us, however this is a lie for 2 reasons: 1. The hotel staff doesn’t understand English so it would have been impossible for them to understand the guests and 2. The majority of the guests were Romanian, and they actually cheered us when we were arguing with the hotel staff, saying they’ve also been treated poorly and they were happy someone was actually taking attitude

Staff: There’s an armenian employee in the restaurant who speaks only his language, although he’s been told we do not understand him. Also, he is very aggressive and intrusive when cleaning the tables Nicola is a very nice friendly guy who assisted us and behaved the way a person working in hospitality should. The only one with english skills in the whole hotel, he actually speaks better than the hotel manager The driver is very nice too, however he is not able to exchange two words in english Impolite reception staff, both Maria and her colleague, absolutely lacking problem solving skills, very rude, arrogant and not knowledgeable The manager is anything but a manager, doesn’t have neither the soft nor the hard skills to manage different situations. She is trying, but she is far for being fit for the role.

In their reply from booking they said that their staff speak english on an excellent level, which is a blatant lie. They’re probably using chat GPT to write their emails and stuff. I don’t expect them to reply to this review because they have 0...

Overall: English is an enigma for the staff at Edelweiss Hotel, other than the manager and Nicola from the restaurant (very polite and friendly guy) NO ONE knows any english, so it’s very hard to understand anyone or be understood, not to mention having a conversation. From my knowledge, in order to be accredited as a 3star hotel, more than 50% of staff has to speak english. This is not the case at Edelweiss Hotel They were constantly threatning to call the police when you’re in an argument with them, instead of trying to solve the issue, they just turn around and leave On check in: no actual useful information given regarding the hotel’s wanna be services that they have available such as the pool table, the shuttle (pick up/drop off points and timetable) or the sauna. The only thing they said was: “this no possible”. We encountered issues with the luggage room and with the shuttle to the gondola, which although supposedly available, upon our arrival, it was NOT. In the end the receptionist called 2 taxis which we had to pay… on our way back, we had issues finding the shuttle bus as we were not provided with the right logistic information. When we called the reception to ask for help, instead of trying to guide us, they hang up the phone, didn’t pick it up when we rang again, did not explain properly where the meeting point was and have been ignoring us saying that the driver is there and then contradicting themselves saying that the driver should come in 5, 10 and then 15 minutes. We ended up waiting for 1 hour. On check out: they started shouting at us when we were leaving our suitcases at the cars, thinking we would just be leaving without paying the additional things (water, pool table) we had during our stay. I mean, really?!?. Also, they told us other guests complained about us, however this is a lie for 2 reasons: 1. The hotel staff doesn’t understand English so it would have been impossible for them to understand the guests and 2. The majority of the guests were Romanian, and they actually cheered us when we were arguing with the hotel staff, saying they’ve also been treated poorly and they were happy someone was actually taking attitude

Staff: There’s an armenian employee in the restaurant who speaks only his language, although he’s been told we do not understand him. Also, he is very aggressive and intrusive when cleaning the tables Nicola is a very nice friendly guy who assisted us and behaved the way a person working in hospitality should. The only one with english skills in the whole hotel, he actually speaks better than the hotel manager The driver is very nice too, however he is not able to exchange two words in english Impolite reception staff, both Maria and her colleague, absolutely lacking problem solving skills, very rude, arrogant and not knowledgeable The manager is anything but a manager, doesn’t have neither the soft nor the hard skills to manage different situations. She is trying, but she is far for being fit...