Hotel Mura in Bansko

Firstly the check in took ages with no apology for the wait. The car parking is not on site it is down the road , no big deal but they don’t tell you that they try to get you to pay on an app( which was really expensive. The room was basic and the toilet didn’t flush properly. I pointed that out to reception but they just looked at me blankly. The room stank of smoke and made me feel quite ill. The thing that got to me most though was how unfriendly the staff were. No good morning no hello , tried to avoid eye contact and just plain miserable. Spoilt the whole stay for me. Breakfast was very basic and poorly prepared and the woman in there was the most miserable out of the lot. I was there 6 nights ( meant to be 7 but I couldn’t stand it anymore so I went and booked into a lovely hotel at the airport for the last night. The only good thing about the place was the ski shuttle bus. Always on time and the driver was ok. The walls are really thin and you can hear everything through them. The bar is basic and the barman was the second most miserable one and no draft beer!!

The hotel in itself was actually quite nice however the experience was ruined by one rude member of staff and the food being diabolical. The receptionist was a blonde woman who was extremely rude for no reason at all. Refused to help us book a taxi or tell us where any helpful information for locations of restaurants, gondola times ect. Aside from that the breakfast every morning consisted of cold breakfast items such as beans and bacon. The coffee machine was good and they served juice however the food was poor and exactly the same every day. Would not stay here again.

The staff was arrogant, the breakfast food was not diversified at all, they didn't care if people kept coming, they turned off the coffee machine right in front of me. The first day I arrived, I hadn't checked in because the room was occupied and they didn't even want to give us a coffee, even though I said we were paying for it. Plus there is no bed frame, you sleep on a mattress placed on another mattress, it's dirty and when I entered the room it smelled bad. I would never go back and I don't recommend it. plus they don't even have parking for customers, you have to pay

You get what you pay for.
Rooms had stained carpets and sofas/stools, however the cleaners did a great job as changing sheets/towels/replenishing toiletries daily upon request. They were also very friendly.
Mura hotel is the furthest hotel away from the gondola, taking 15 minutes uphill to walk to. They do, however, provide a great shuttle bus service to the gondola, but it only runs 07.30- 09.00 in the morning and 15.00-17.00 in the evenings, in 30 minute shuttles, which is quite frustrating/ inconvenient. Also note, the gondola has queues of up to 4 hours, so I recommend an early breakfast and the first shuttle up there!
There is no air con, so the rooms get very hot unless you open the balcony door. In fact, I suffered from nose bleeds (very unusual for me) due to the stuffiness!
Beds are fairly uncomfortable, but what can you expect for cheap accommodation. The rooms are also paper thin, so I could hear people in the next door room using the toilet!
The bar is very expensive, so would recommend going into town for drinks as town also has a much nicer environment.
The driver of the shuttle bus is very polite and friendly, it’s a shame I can’t say the same about all of the staff. The brown haired receptionist is lovely, she makes a real effort to speak English- which she does well, her customer service is also excellent! The blonde receptionist, however, is extremely rude and suffers from major attitudinal problems. She is snarky, makes you feel uncomfortable and unwelcome and clearly does not like anyone who isn’t Balkan. She shouted at me in Bulgarian for filling my 0.5 litre water bottle up at breakfast (which I paid for!) How absurd! When I appeared confused as I don’t speak the language, she proceeded to physically SMACK my bottle and shout ‘NO NO NO’ very aggressively. As a young female, I was quite intimidated. She completely ruined our stay and let the rest of the team down as everyone else was lovely. I recommend staying away from her as even if you ask questions she laughs at you and is very condescending.