+ Commentaire de Yiannis Constantinou; Christos Mougios
12.01.2011 09:00

Date de séjour: jan 2011
Type de voyageur/s: Famille avec enfants

Rating des hôtels: | 1 Hors de 5
Rapport qualité/prix: | 1 Hors de 5
Situation: | 1 Hors de 5
Personnel/service: | 1 Hors de 5
Chambres/hébergement: | 1 Hors de 5

Dear Sirs,

The purpose of this letter is to complain about our five nights stay in Florimont Casino and Spa hotel in Bansko which I booked through your travel agency.

The reason we chose the hotel was profoundly that it belongs to the Best Western chain and it would meet the general standards of a 4 star hotel. However, the hotel didn’t in no way live up the claims you made in your advertisement in your web site.

First of all, on our arrival we were told that just a double room has been booked for us. We showed them the voucher which indicated that we had booked and they had confirmed 2x2 bedroom apartments. After we had been waiting for an hour, they finally found accommodation for us. We were given rooms No C 17 and C 06 for my friend Mr. Mougios. At 12 o clock in the midnight, they had to change room (2 adults with 3 children) because their room didn’t have heating. And as they were informed, there was a problem with their room. So they were trying to find for them a room by searching door to door. Each room had a problem so finally at 2 o’clock they found a room on the last floor B 43.

To make matter worse, as soon as we got into our rooms we found that there was no light and just two lamps were working in a two bedrooms apartment. There was no toilet paper every day, only the first, and the rooms were extremely dirty. No maid visited our rooms for the first four days. We informed the reception desk and they promised that our rooms would be cleaned, just to find out that nobody had cleaned our rooms when we came back in the evenings. We finally demanded someone to come and clean our rooms and a maid appeared just to lay the dirty sheets, fold the dirty and wet towels (din not change them), and sweeps the floor full of dust, with some toilet paper. We then asked her to bring a vacuum cleaner and she replied that there was a small one for all the hotel 200 rooms!! She called the reception from her mobile phone since the room’s phone was not functioning and she finally found the vacuum cleaner. She tried to sweep the dirty carpets but the vacuum broke down. During our stay we were firmly asking for toilet papers (finally we went to buy some from the mini market), clean towels and lamps, but in vain. As a matter of fact, we were carrying one lamp which was operating from one room to the other. Mr. Mougios had to walk the long corridors twice, each time that he wanted to enter in his apartment because his magnetic card was out of order always. The front office promised that the technicians would change the batteries just to find out the next time that he couldn’t get into his room and walk along again and down to the front desk and get again promises that the batteries would be changed.

Further the breakfast was awfully poor. There was no coffee or juice after 09:15 aprox. and when we asked the waiters to refill the tanks they just nodded and they vanished.

The table clothes were extremely dirty full of stains and the waiters when we asked them to change them, they kept turning them upside down.

The cups were dirty too but the plates were disgusting. Food like rice and oil covered the “clean” plates. When we asked for a spoon for our child, they said that the time is 10:05 and the breakfast was finished. During the evening buffet, there was no variety, no meat was served (just some tiny pieces of chicken or pork hidden under rice), the potatoes were black and green and there was nothing for us or our children to eat.

Moreover the heating swimming pool water was 26 celcious which means that the water was cold.

We thought of changing hotels but with four children we thought it would be quite difficult. We couldn’t though imagine that we would have the same treatment for the rest of our stay. Here I would like to stress that not only the hotel’s facilities were insufficient, but also the staff was rude and indifferent.

As a result, we left miserable and totally furious for staying in this hotel. I feel you have the responsibility to check this hotel’s services.
To sum up, your advertisement was misleading and we are most disappointed by the quality of services provided.
For that reason we demand a refund of the money we paid to you as a compensation for spoiling our holidays. I trust you will give this matter your immediate attention.

Yours faithfully,

Yiannis Constantinou