Luxury Chalets Pirin Golf & Country Club

The area. Is like a small village

The worst experience ever! When we came to the hotel the receptionist said us that we do not have reservation. We tried over an hour to find our reservation until I called booking and called them. They played us and said that they never said to us that we haven’t a reservation. After that, we came at 15:00 o’ clock for check in, they said that the room isn’t ready and come an hour later. So we returned 16:00 and they said us the same that the room is not ready come to an hour. When finally we get the key at 17:00, the sheets of one bedroom was dirty with hair all over. So grossly. The smell of the house was the worst, it smells cesspit. The radiator leaked all the time that we were there. When we checked out they said to us that we drink a cola from the mini bar that never happened because we went to supermarket and we did not need to take things from the mini bar. And more important the reception guy was so annoying and bad behaved. All the time he was so sarcastic.

The house design was ok and the resort is very nice.

The house was extremely overheated, reaching more than 34 C in the rooms, making it impossible to sleep. We couldn't just open the windows overnight, as we had a baby in the room. We called the reception staff 4 times during our 2 day stay and nobody fixed the issue.

The villa itself is very comfortable and spacious. It also had a nice view to the mountains.

The main problem was that check-in did not happen in the promised time. On booking the check-in time js wrong. When we arrived at 14:00 they said that we would have to wait till 15:30. We entered the villa at 15:30 and it was still dirty and messy. We complained but they couldn’t tell us when exactly they are going to clean it. Of course, we expected a solution or compensation. After 10 mins of complaints and questions from our side, all we got was an invite to go sit at the restaurant, wait and get free drinks and some food for the time being. We got inside our villa at around 17:00 o’clock. In general the staff at reception looked very confused and some of the employees had to wait for advice from other co-workers. There were constant queues at the reception which made the stay quite tedious at times. The wi-fi did not work. The kitchen is equipped, but not fully. For part of a 5 star resort i would expect we would have the basics like kitchen towel, kitchen soap, detergent of some sort, sponge etc. The towels were not changed during our 2 night stay. There were no extra towels either. All of this is not acceptable for a 5 star resort. The sauna and steam bath were tiny, given the big size if the resort and hotel part.