We visited the hotel between Christmas and NG in K...

We visited the hotel between Christmas and NG in Kovid. Our reservation was for 6 nights, 7 people, divided into 3 one-bedroom apartments. When we arrived at 27 the building where we were accommodated was icy, not heated so far, neither the apartments nor the common rooms and the temperature in the rooms was about 10 degrees, we literally stood with jackets, scarves and hats. We immediately looked for a reception and asked for an explanation, they told us that they thought we were used to too warm and in fact the hotel was not cold. we also had fireplaces that we wanted to light, as it was not possible to heat the rooms with the available small radiator in the room. Ignition of the fireplace said that it would cost us BGN 20, but it turned out that once the wood from the initial ignition was over to pay another BGN 20 and so on rough bills if one ignition lasts 1-2 hours, then for the whole night we had to pay BGN 100 only to have normal living conditions. After quarrels we were saved They took the fireplace for free, but unfortunately the behavior of the management was not adequate. Instead of taking care of their guests, to see how happy we are, they argued with us. And isn't that exactly the idea of the mountain in winter - to ski and then to be warm and cozy in your room? The restaurant-in the conditions of Kovid we had the right to visit and eat only in the restaurant of the hotel where we are accommodated. Breakfast was buffet, almost without variety and at a medium level , for lunch and dinner there was a reduced menu and only a few dishes were offered: 4 salads, 3 appetizers, 4 main, 2 desserts. The food was relatively tasty, but some dishes were not well prepared: too greasy potatoes, undercooked rice, makeshift desserts .Unfortunately there was a lack of variety and not yet 2-3 days we all got bored and it was a real pain to choose something to eat. On 31.12 because they were preparing the festive dinner for lunch they only had french fries and fried chicken sticks. Imagine if you ate this on dinner on p the next day how much you will eat again. They literally left us to save ourselves and look for other alternative food options. Spa - very little for a 4 star hotel, not well maintained, dirty pool, cold common areas, lack of warm connection between the spa and the other blocks. The sauna accommodated only 5- 6 people, the pool is extremely small. The steam room and gym worked - something that is forbidden in Kovid's conditions. Staff-Manager to the question "What beers do you have?" answered with "I will check", the girls at the reception answered our every request, request and misconception with "Well, these are the rules of the hotel", the waiters at dinner and lunch had to chase them, to order, at the expense or to clear the table from previous guests.One waiter after coming to clean the table after literally 5 calls, sprayed our food (which sat on the next table) with detergent-extremely irresponsible! Apartments and rooms: I attach pictures of dirty sheets (yellow pillows, yellow stains on the sheets as well as blood stains), hygiene should be increased in Kovid's conditions, not the other way around. The bathroom was extremely cramped and uncomfortable, the bathtub literally ended up on the hinges and doors, the kitchen had the most basic conditions, all extremely depreciated, our tea kettle, for example, didn't even work. removed and dangerous to use. The TV is not as big as in their official photos, the remote had no batteries, the boiler was leaking in the bathroom and you are not sure if it will explode right in front of you while bathing. The coffee was of extremely low quality and price of BGN 3.50 for cappuccino. In short, what we received certainly does not justify the price we paid.
I wish success to the team of Balkan Jewel definitely have to work on a lot of things until they can offer a service that fits their category, price and the product they advertise on their site.