The Balkan Jewel Resort, Trademark Collection by Wyndham

The Greek chef was the best part of the hotel. He was so kind and helpful to us. The rest of the stay was disappointing. We visited in the last week and found no slippers in the room, torn sheets, and black bags of towels and bathrobes left in the hallway. I couldn't tell if they were clean or dirty, but that wasn't the right place to leave them. Some buffet food was cold too. Getting to central Bansko meant calling a taxi through reception. It cost 25-30€ each way, cash only, with no card option. That's far too much for such a short trip and unacceptable. If I visit Bansko again, this wouldn't be my first choice.

I came with two friends for a weekend that was meant to be relaxing, but I left furious. We paid 50€ per person for a maisonette for three people. The restaurant staff were great, and the food was good, but the rest fell badly short of a spa hotel. The place is beautiful, but that's about it. There was a dead cockroach under the sofa and a bad smell in the bathroom. We still tried to enjoy the spa, but the free sauna had no water for controlling the temperature, so it was cold. Then the pool made everyone's eyes sting terribly because there was an ungodly amount of chlorine that day. The maisonette had two bedrooms, but only one had a heater we could adjust. The other was set to the highest temperature. We complained three times over two days. A technician came twice and “fixed” the wrong radiator both times. On the third try, nobody was available to help, aside from hotel security. It felt like a practical joke we were paying for.

I've stayed in over 40 countries, and this was by far my worst hotel. The room reeked of cigarettes, with waves of smoke coming through even though we couldn't smell it from the balcony. Everything felt outdated and in need of major renovation. Things were loose or broken all over: the fridge and ceiling fan didn't work, the shower didn't work, and the bathroom sink pipe leaked whenever it was used. The towel rail by the bath was rusting into the tub and barely attached to the wall. A horrendous experience, and definitely not a 4-star hotel. I think Wyndham would be horrified if they knew the state of the place.

We had a really nice stay. The food was very good, and all the staff were kind. They let us check out late, so we could enjoy one last day of skiing.