Top Service But Not 5 Stars Hoel Facilities
Posted Jan 6, 2016
We stayed in Premier for 5 days between 28.12 till 02.1.16. The staff was very friendly and highly professional which made us very happy with the overall service. However, the facilities the hotel offers are by no means 5 stars class. We booked a double room which was announced on the Expedia website with 40 sqm but it was 25 sqm at best - we could hardly open our both suitcases and had to jump over them 5 days during our stay. There was free w-lan in the entire hotel but in the rooms it hardly ever worked. There were absolutely no free sockets in our room apart from the bath so to recharge our cell phones we had to unplug the phone and the lamps in the room. The room was not well isolated, so whenever the people next door smoked on the balcony, our room was full of smoke as well. The housekeeping was only selectively exchanging towels or refilling the shampoos, lotions, etc.
The spa was nice with an outdoor jacuzzi and we had really great massages, but the spa is clearly too small for the size of the hotel and it has no recreational/ relaxing area - there are only 5-6 sun-chairs around the pool which were always packed! It was also annoying that in 80% of the cases the lady at the spa told me she cannot give us any towels because they are being washed - would advise management to plan better - we have never experienced that in any other 5 star hotel. All in all - next time we go to Bansko, we won't stay in Premier.
Comment from Hotel Management
Jan 18, 2016 by Manager, Hotel Management
Thank you for choosing Premier Luxury Mountain Resort 5*.
Unfortunately we did not meet your expectations through your feedback and we feel so sad for that. You stayed in one of renovated room 427 and the total sq. meters are between 32-40 based architect plans, for Standard Double Room as your reservation was. We do not promote something that it is not exist because we are honest with our guests and always we want the best value for You! About Internet, you are completely right and from Monday we start to upgrade it. In Reception desk you can ask for extra sockets( availability even in 230w or 120w) depending of guest nationality. Inside the room according Bio/eco cleaning system we follow the procedures as sign refers to. If you put it down in bathroom we collect them otherwise not. Bath amenities again depending the guest use we change it daily. At least we are happy that you found Staff and overall services excellent. We are wishing you Happy New Year and even you still continue to visit Bansko it is good news for us. Warm regards.