Grand Montana Apts 

please remove from your list of offers the grand mountana hotel. I had apartment 501 which was with mold, with smelly bathrooms, sofas very worn and dirty and very cold inside. After talking with them they repaired the radiators. One exterior wall was wet due to seepage from the terrace and was damp to a height of 40 cm. when I asked to change my apartment they told me that have nothing available.the restaurant, although I had half board in the deck, water was not available at the table rather than cost. We revolted to the manager and they introduced a few days later a water dispenser. restaurant was rising to the ceiling, a friend had to move his chair to not rain on his head. Overall, I was very disappointed when I saw where we have to spend 11 nights, with our 3 children (aged between 0.7y - 6y). Though your reservation services are ok, please avoid to promote Grand Montana as a 4-star hotel.This is by far the worst 4 star hotel in Bulgaria where we spent the holiday. Sorry we do not have words of appreciation! Regards, Carmen Stirbu

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The hotel was clean and comfortable. The transfer to the lift queue was regular. The hotel breakfast was boring, identical every day. Do NOT have the evening meal. Good restaurants in the old town, worth the walk. Pool and spa cold. Would stay elsewhere next time if I come again. Lift queues at the bottom horrendus, over an hour some days. Liked Bansko though and snow was superb.

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The breakfast in the hotel was of very poor quality, the same food was available for the entire stay, and the choice was very limited. I know it is an apart hotel, but if you rate it at 4* it should be a little bit more demanding. Also the internet only worked in the first 2 days of our stay. Otherwise the facilities, rooms, shuttle bus and so on were excellent. We will definitely book again from your website.

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In your web site you mentioned the hotel is 150 meters from the gondola. The truth is about 800 meters far.

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It would be nice if there was more information on the max. number of beds per hotel per room (including banks that can be made into beds).

As for the hotel, it was nice, but they should pay more attention to maintenance (small things like broken lights, broken corners of walls etc.). These things add up in the end and might deter future clients.

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Turn the heat up in the pool and jaquzzi water temperature. Lots of your guests over the years have commented on the fact it is too cold but you still choose to ignore those comments and leave it set too low.

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There was a minor issue when trying to make the final booking online. The credit card payment facility timed out and there was no indication if we had been charged or not.

Regardless, the assistance provided by Bulgaria Ski to sort this out, and further questions later on, was fantastic. They were always friendly with same-day responses.

I would highly recommend using Silky Holidays / Bulgaria Ski and will definitely use them again on our next visit to Bulgaria.

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Improving the WiFi would be a help. Wormer pool also will help.

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Hotel is a good value for the money. Since we had 5 in our party, it is one of the few hotels that could accomodate us at a reasonable price. Hotel uses an 8-pax van for transportation to/from the gondola and usually has to make more than 1 trip for the first shuttle at 0800. Walking distance to gondola is about 10 minutes, not 5 and not something you would want to do with boots and skis.

Avoid renting skis through the site. The equipment is in horrible condition. For our party we were issued boots with broken straps, bent poles and skis that had the tips broken (my daughter complained hers were too slow. After inspection, I discovered that there were severl inch long holes in the bottom that created drag.

Do not count on rental staff to assist you in fitting the boots of new skiers or advising you on the length of skis. They actively avoid providing any real assistance--and they were late opening several days which delayed us getting on the gondola.

Instructors or hit and miss. We purchased lessons for the 5 of us. My wife and I had a great instructor, our 13 and 11 year old had a great instructor. But we purchased group lessons for our 8-year old new skier. When we arrived, for lessons, we were told there were no children's beginning skiers class, so they put her in an adult class. After 2 days of "instruction where they had not yet one time even gone down the bunny slope, we arranged private instruction, which tripled the price. Later, my daughter said that her instructor yelled at her and made her go last everytime, and then not even getting a chance to practice when time ran out. The school should have provided the instructor at the group rate since this is what they sold, but they are out to make as much as they can.

All this is to say I would work rentals and instruction independently next time. there are plenty of places for both in Bansko.

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The Hotel staff was very polite and courteous. The Hotel itself needs some minor improvements. The bathroom had a bad sewer smell. Some afternoons there was no hot water. The WiFi was intermittent. The breakfast buffet needs some improvement as far as selections. Other than that, the room was very spacious and very well equipped. We will probably be looking for a different Hotel for next year though.
Thanks for everything.

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