Bansko SPA & Holidays

The food, pool, and sauna were the only parts we liked. The rest was a mess. I booked a particular room type, but was given something else and told the one I reserved wasn't available. The second room was meant for three, yet it had a double bed and a mattress on the floor. We had no hot water, then the electricity went out. When we raised these problems, reception kept saying they couldn't do anything. They weren't helpful, and they didn't speak even basic English, so communication was difficult. Cleanliness was poor too. We stayed four days and they never brought fresh towels.

The location is central and the staff are nice. That's about all I can praise. I honestly don't know how this place earned four stars. The noise was awful. There's no sound insulation, and guests talked, shouted, laughed, and even fought through the night until 6 a.m. The food at breakfast and dinner had almost no variety, just two or three choices at most, made with low quality ingredients. They even served leftovers from the previous day for dinner. There's no pool for children. The saunas weren't running unless you asked staff to turn them on, even with the hotel full. Cleaning felt superficial, with dust, mold, and cobwebs in the rooms. The furniture was old and the place needs a full refurbishment. Prices ranged from 100 euros to 500 euros a night for the same room and number of people, depending on what you'd accept.

The spa was a real treat, especially the sauna, warm pool, and relaxing massage. The buffet was delicious, and the staff were so polite and helpful. The hotel was spotless, spacious, and welcoming. The manager was kind and attentive too, always ready to help with whatever we needed. We had a perfect stay.

I left Riverside Hotel in Bansko with a very bitter feeling. I had paid in advance for three days of ski passes and equipment rental, but a death in my family meant I had to go home as soon as I arrived. I couldn't use any of the services, not even for one day. My travel agency contacted the hotel and explained what had happened, but Riverside Hotel still refused to refund even part of the payment. This was a family tragedy, not a change of plans for fun. A customer focused, professional hotel could have shown some flexibility, perhaps with a partial refund or a voucher for later. Instead, they relied on “policy” and kept the money without providing any service. I found that completely lacking in empathy and basic human understanding. I do NOT recommend this hotel to anyone who expects humanity, respect, or fair treatment. Very poor customer service. Shameful behavior.