Ice Angels Hotel — Hotel in Samokov

Even that my family visits Borovetz every year, this was our first time in Hotel "Ice Angels". The Hotel has the best location in Borovetz since it is located just in front of the ski slopes. The Hotel is renovated last year and provides a nice holiday experience. The lobby is small but nice and warm. The restaurant is also very nice and serves buffet breakfast and for dinner, you choose the main course during breakfast and the salads and the soup is served as a buffet. This is sometimes tricky because you don`t know what you will get. The chief of the kitchen must know that when he serves the main dish, kids might not like his souse decoration, garlic or onions with the meat. In general, the food was nice, but we had some bad choices, even that they were "advertised" as nice dishes. ||The main problem is that since the buffet table is very small, sometimes the refill is not going fast so you have to wait (also on breakfast).||||The room was spatial and very clean. ||||You can not enter the hotel with skiing boots, so you can either leave it in the ski depot or in the room if you have sneakers with you. If you keep the ski equipment in the depo they charge 5Levs (2.5 EUR) per day, per equipment. Even that I was not keeping our ski equipment in the depot, they request me 5 levs since I was dresing the ski boot her. This was very strange, I told the manager, but I never entered the ski depot again, and I change my shoes in front of the Hotel. ||||Concerning the staff, the cleaning ladies are very nice and polite and wishing you a good morning with a smile. The receptionists are horrible. They never welcomed us, they never smiled or never wish us, good morning, day or evening, or goodby. The doorman was also very polite, nice and helpful with a shy smile.||||In general...

Pro: Food, Spa, Massage-excellent,  wi-fi works fine in all places including the room. Location is excellent if your rent your skiing equipment from the hotel. I would not recommend their rent, because with them you are liable to pay for any broken or damaged equipment, and it can happen, because the equipment is not brand new. Would recommend "Alpine" rent shop, where you are not liable for damaged equipment.

Cons: Rooms are small, wardrobe is very small, cleaning is not too meticulous, no replacement of shampoo and soap, the staff is not overly friendly and the manager is simply rude. From 30th of January morning there was no water in whole of Borovets for more than 24 hours due to some tubing issues. No drinking water, no using the toilets, no showers. Only at 10 pm the hotel staff has brought some mineral water and proposed it to the clients, most of which already bought the water by themselves. When the next day we spoke to the manager about some form of compensation, he said that "it is not the hotels problem" and that he "already spent to much money on the mineral water". Even once we didn't heard from him that he is sorry or something of the sort. The next day, when we come back to the hotel after skiing, the door to our room would not open with the magnetic key. I was sent 4 times up and down by the guy from the reception each time with new card which he provided. Still the door did not open. Only then he dicided to go up with me and discovered that the battery of the locking mechanism is empty  and called the maintenance guy. So we spent more than half an hour without possibility to enter our room and take a shower after skiing, and running up and down from the reception to...

Me & my partner ordered 2x Bailey's hot chocolate, then two separate Bailey's and two separate hot choclates turned up, I thought it was a little strange but just went with it. When i asked for the bill they charged us extra as separate hot chocolate and Bailey's cost more. It was a clear mistake on their behalf, so I told the waitress that there's a mistake and she was extremely rude and said that I should speak better English, I decided to complain the receptionists and she said it was a mistake but they couldn't refund me the difference (which worked out at 8 lev), sorry. I asked to speak to manager and she said I can't because manager is in meeting and won't be available for a long time. I explained that it's a simple error from waitress which I shouldn't have to pay for and the solution is easily resolved by refunding my 8 lev, I explained otherwise I will report this on trip advisor and Google reviews and she said that's my best option, this made me even more angry. They clearly have no understanding on dealing with complaints and customer satisfaction. I hope no-one else gets the same treatment I received which is why I've written...