The Balkan Jewel Resort, Trademark Collection by Wyndham

Unfortunately our experience with this hotel was disastrous. We chose The Balkan Jewel for the end of our vacation, specifically because it offer an E charger, a restaurant and a snack bar by the pool, indoor pool + spa, massages, playing areas for children, etc. When we arrived at the hotel, the EV charger wasn't in use, the man at the reception initially said they don't offer such thing and offered us a PHONE charger! Eventually, after speaking and explaining to the 3rd person, they called someone to come the next day (maybe?) and set up the stations, as they didn't seem to be in use at all. Although I sent a message via *********** in that exact morning to ask if the EV charger is functional and received an affirmative answer. No biggie, we were tired and hungry and could easily wait until the next day to charge the car. When we wanted to go to the restaurant, after waiting until 7 pm for the main restaurant to open for dinner, as the pool snack bar was closed, we were told we can't eat because they have a private event. After we argued, the women told us to buy the menu from the party group and to eat whatever they planned. Seriously?! We asked for the manager and after another argument she said that we could eat in the room some soup, maybe rice or whatever... Our 4year old daughter was crying by this point and we were beyond disappointed and angry. We chose a nice hotel with, said, a nice restaurant to enjoy the last 2 vacation nights, to enjoy a good dinner and wine, not to eat in the room, so we didn't agree and asked to check-out immediately, which we did. The manager also said that we shouldn't be there because the hotel is full and there is no room for us - but we already received a room. So we left, we no regrets and went to a hotel nearby, where we felt welcomed and could enjoy what we have paid for and what was advertised. The Balkan Jewel is a dead end - we received worn out robes - one of them was torn apart and when I went at the reception to change it, the woman there pretended to not speak English, even though later on she spoke perfect English. The cleaning is also a joke. We were stuck in the elevator - when we told the manager she said it's not true, as she was using it. And about the EV charger station she said that it broke down at 12 pm that day, after I sent them the message asking about it. But in reality, they were never, ever in use - they have 2 or 3 stations and none of them was in use. No one at the hotel knew how to connect it. Such a shame!

Wonderful hotel. Excellent staff. Indoor heated pool. Very big jacuzzi. 5 minutes drive from Bansko.

A fantastic holiday that was made better by great staff. Polly and her team are fantastic and nothing was ever a problem. Shuttle to the slopes whenever you needed it, warm apartments with the option to cook. Food fantastic along with a well stocked bar! Will be back again next year

This resort is in a beautiful location surrounded by mountains and in a valley. There is delicious food in the towns nearby but also its close enough drive to other countries or cities to visit like Greece, North Macedonia, Turkey, Kosova, Serbia and to visit Sofia and Plovdiv nearby and Melnik wine valley. It is a very clean resort with many amenities and offers included buffet breakfast that was delicious.

Service was attentive and accurate, even though some small issues arised the staff was able to solve It as soon as possible. The room was not only cleaned and equipped, was also having a wonderful view of the Mountains. The bed was really comfortable along with the rest of the many services offered by the property, including the variegate tasty breakfast. Location was perfect. If you are looking to relax and have a break with no caotic surroundings It Is Just the right spot. Overall the quality/price rapport was great, I strongly recommend.

Dirty cutlery and quite cold booked appartment. Change of appartment happened to lower price offering without any notice about that. Slow staff by check-out and sorting out of price differences between initial and 2nd room. Overall experience not matching the claimed 4 hotel stars.

Not what it says on the tin. Stained lounge sofa mattress, unsafe electrics, with bedroom lamp flickering on and off. Kettle overheating. Broken kitchen tap, work surface and plug. Shuttle bus unreliable, 14.30 shuttle didn’t turn up until 15.50 despite three calls to reception staff ,advised on 3 occasions was on its way. Male reception staff rude. Jacuzzi broken. Restaurant lovely and housekeeping helpful.

Decided to go to the Balkan jewer resort in Razlog with a big group of friends we entered the hotel got the key and the holiday started room are perfect but one thing the bathroom the door couldn’t shut and all of the water was coming out the shower which made a big mess on the days we have went it was decent hot I will say but u still did need an air conditioner but there was no remote which was very weird the pool there are 2 pools one outside and ones inside both of the pools are a 🫤 the outside pool the biggest one there was a rat in the pool which was very concerning for a pool we went to the reception to tell them and their words where it’s totally fine we always have them and I was like hold on a min I am not stepping into this pool inside the pool was really dirty the indoor pool as soon as u enter the pool u could get their big smell of bleach I don’t even know what was in the pool it smelled like bleach and was really strong that made your eyes hurt the food the main so as it said all inclusive all inclusive is only in the morning 😭 lunch and dinner they serve you it and u don’t have a option like what ever they cooked that’s what u gotta eat the food was decent it was really really cold and that’s what it made not to eat alor of us was hungry and hud to run to the shop for noodles another thing u gotta pay 3lv for a drink they do not give drinks out my friends room was terrible they booked an apartment with a view and they did not have hot water which was more than crazy cause u payed and there wasn’t hot water at all and they had to boil water in the kettle and take a shower anyways I would give this hotel a 4 star for the room and most of the bathrooms I guess but the food and pool a 1

Not in enough promoted hotel. Excellent food (breakfast and a la card). Generally, in Bulgaria people working as waiters are not pleasant and this hotel are not exceptional. Big and clean apartments.