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"The hotel wasn’t acting like a 5* hotel. The facilities are good but the staff was extremely rude and incompetent. We were welcomed with no toilet paper in our room (like none) and no hair conditioner. The biggest shock for me was the receptionist who supposed to receive a package which I phoned earlier about and it was rejected 3 times with no phone call to me. I was advised to pay a taxi from Smolyan (€20) to return it back to the hotel. We also tried to order from reception cutlery to our room, they send us to the restaurant and the restaurant send us back to reception so no one actually was bothered to do that. I would never pay again for 5* hotel that doesn’t provide 5* services. Not worth the money "

"Very friendly and hospitable team. Great to have tour of underground Roman Ruins. Got stuck in lift but quickly attended to. Great location. "

"Everything was perfect"

"Breacfast"

"Excellent breakfast. Gluten free and dairy free products available at breakfast. Large room with a large bathroom. Food at restaurant is clearly labelled with allergens. We ate atthe restaurant three times. Food was always good and well presented using fine ingredients. The whisky room ambiance was very cosy with a large wood fireplace heating the room. "