Regnum Bansko Mountain Resort

The view from our room was stunning, and the room was spotless, comfortable, and thoughtfully designed, with a clear attention to quality and detail. We came all the way from Dubai for this resort, and it exceeded what we expected. The staff were professional, friendly, welcoming, and smiling throughout, making us feel at home right away. Breakfast was fresh, varied, and delicious. With the mountains around us and such a peaceful atmosphere, we spent some truly beautiful nights here. An unforgettable stay, and we’ll definitely return.

Getting our luggage to the room was left to us on checkout day because we were told the bellboy had the day off. For a hotel in this category, that level of service is unbelievable. Communication was difficult too: some staff didn’t speak English, and in a few cases they didn’t even speak Bulgarian, which is surprising for a place presented as five-star. Room service was also impossible. Sometimes the restaurant and bar simply wouldn’t offer it, with no explanation, and calls to the restaurant went unanswered. The spa was extremely disappointing, with visible mold on the floor and jacuzzis that were barely warm. That’s unacceptable for a hotel promoting a high-end spa. Dinner was a disaster for 30 euros per person. Breakfast was not bad, but the buffet at dinner was often cold and far below expectations. The à la carte menu was overpriced and not worth it. My pizza was burnt outside and undercooked inside, and the chicken strips I ordered looked more like sliced chicken from the breakfast buffet.

There’s a shuttle to the gondola, and I liked the cosy chairs and atmosphere at reception. The room’s lighting and interior are nice, and it feels premium. The bathroom is well designed and doesn’t smell damp. Breakfast is a simple buffet with a decent range of choices. Still, the mattresses had a chemical smell, so I slept with the door open because I’m sensitive to that. Staff were very to the point, just giving me the room and asking me to sign, without a hello or good day, even though it wasn’t busy. The restaurant felt like a canteen in the evening, and the corridor didn’t feel five-star. I haven’t tried the sauna yet. Overall, a nice hotel, but it doesn’t feel like the mega-luxury I associate with five stars. It was quite cheap for a five-star hotel, so that makes sense. I’d recommend it.

We stayed two nights in spring when the price was very low. Breakfast had a decent selection, and spa access was free. The spa was well maintained, and all the staff were well trained and helpful.