Premier Luxury Mountain Resort

The pools were spacious, warm, and beautifully maintained, indoors and outdoors. We stayed in an Alpine Room, and everything was impeccable. Both hotel restaurants served refined food, and breakfast stood out for its quality and wide selection. The front desk team were courteous and efficient. Special thanks to the spa reception manager for professional, attentive service. Having a VIP ski pass for the Gondola made things convenient, and parking was easy with plenty of space right in front. A truly luxurious, relaxing stay. Thank you for everything.

For the high price, the organization felt amateur at best. I booked for eight friends expecting an easy vacation, but we spent much of it trying to get basic services we’d paid for. We’d requested neighboring, identical rooms with two bathrooms and two balconies, but arrived to find ourselves scattered around the hotel in inferior rooms. After I complained, they eventually moved us into the right room, but the stress had already spoiled our first day. We were promised champagne, then told it wasn’t available and offered a free mini-bar instead. It stayed empty until our last day, even though we reminded staff daily. Late one night, our room cards stopped working. They gave us one physical key for four people. The next morning, a second key was supposed to take an hour, but we waited in the lobby for two and a half hours just to get into our room. The receptionist did try her best to help, and we appreciated her effort. The hotel’s management and systems, though, are clearly failing. I wouldn’t recommend it for groups or anyone wanting a stress-free stay.

The staff made us feel so welcome, especially Dilyana, Katerina, Emilia, Krissi, and Aishe, who gave us outstanding service. Premier has clearly had a recent refurbishment and feels fresh and modern. The new spa was an amazing highlight, and the gym was excellent and well equipped. We’d happily come back and highly recommend it.

We’d stayed here last year before the renovation and couldn’t fault it, which is why we returned. This time will definitely be our last, and I’d tell people to avoid it and spend a bit more for a good stay elsewhere. The hotel says it was recently renovated, but work is still going on. There was a foul, mouldy smell through much of the building, and the staff were rude and unhelpful. The pool and spa were disgustingly crowded, nowhere near relaxing. Check what time checkout is: nobody told us until we returned to our room on the last day, where scary dogs charged at us. All our things had been thrown into the foul-smelling boiler room, with some stuff missing. I know Bulgaria is different from the UK, but this would barely pass as a three-star hotel there.