White Lavina - Ski Bike Hike в Банско

A real surprise that they have good ratings. They took our money for a reservation with "free cancellation". First they kept postponing to refund the money when we cancelled. After some time, they refunded us a small part, saying that it was an issue with the bank. We are still waiting for a refund, communication is poor, answers scarce. If this persists for some time, we will have to get our lawyers involved. Stay safe! Update: As I see that the hotel is using shady tricks to discredit my review - I had to add an update and explain. You don't see a reservation on my name as it was a reservation for 4. And only one person can reserve, if you are on the internet for the first time. I am one of those 4. Not the one who reserved, but the one whose money you took. If you need proof - shoot me an email. I hope a lot of people will see how you deal with real and serious complaints. You report them and try to hide them. Shame on you - both the hotel and the person getting paid to do shady stuff like this!

I would strongly recommend avoiding this hotel. We made a reservation directly through their website, where they immediately charged 50% of the total amount. According to their clearly stated cancellation policy, the cancellation period is 7 days with a full refund. We canceled our reservation more than one month in advance, well within the free cancellation period. Despite this, only half of the charged amount was refunded. After we complained, we were told this was a bank-related issue and that it would be resolved shortly. More than two weeks passed with no resolution, and every follow-up email received the same generic response: “Please be patient, it is a bank issue.” By coincidence, we later came to Bansko in a different period and stayed at another hotel, so we decided to visit the reception in person to finally resolve why our money still had not been returned. That was when we truly realized what kind of people we were dealing with. The receptionist was extremely unprofessional and rude. At first, she told us to leave the email address used for the reservation and said she would forward it to the appropriate department. When we politely asked to speak directly with a manager or someone in charge—given that this issue involved our money and had been ongoing for over a month—her attitude changed completely. She became arrogant and dismissive, stating that she was “busy” and that we do not get to decide when she calls the manager. She even added sarcastically that “maybe I’ll call him after you leave.” This behavior is completely unacceptable, especially when the hotel is clearly aware that the mistake is on their side and has been blaming the bank in emails for weeks. How patient is a guest supposed to be when waiting over a month for their own money to be returned? Very unprofessional handling of refunds, extremely poor customer service, and a complete lack of accountability. Avoid this hotel at all costs. Based on our experience, this place cannot be trusted and behaves more like scammers than a legitimate hospitality business. UPDATE: After posting this review, the hotel replied claiming that my review is “not valid” because the reservation was not made in my name and reported the review to Google instead of resolving the issue. For clarity: the reservation was for four people, and as anyone who has ever booked accommodation online knows, only one name can be listed on a reservation. I am one of those four people. I may not be the person whose name appears on the booking, but I am one of the people whose money was taken. We also visited the hotel again in person, where the hotel manager told us the same thing — that our comments are “not valid” because we did not stay at the hotel. That is correct: we did not stay because we canceled the reservation, according to their policy. However, we did have a valid reservation, made in my girlfriend’s name, for which they charged us money and failed to return the full amount. So yes, we are absolutely entitled to leave a review — we had a reservation, direct communication with the hotel, personal contact with staff and management, and an unresolved financial issue. Trying to discredit guests and hide legitimate complaints instead of fixing your own mistake is extremely unprofessional. This update only confirms our original experience.

All services / rooms are above expectations for a 2* hotel Staff is helpfull Enough parking spots (underground parking is payable) Breakfast is average but good enough. Coffee is very good Rooms are clean and decent size SPA is working in the afternoons Sky storage rooms needs some heaters for drying the boots like on every other hotel in a sky resort. The bathroom heater was kinda like a dryer and we used it. The bathroom heater is enough for only one person …

I would recommend avoiding this hotel if possible. We made a reservation directly through their website, and they immediately charged 50% of the total amount. A few days later, we had to cancel our trip — more than one month before the reservation date, which according to their policy should allow free cancellation. However, only half of the charged amount was refunded. After we complained, they told us it was a bank-related issue and that it would be resolved. More than two weeks have passed, and the problem is still not solved. We contacted them multiple times to remind them that we are still waiting for our money, but all we receive is the same response: that the issue is with Postbank Bulgaria and that we should be patient. Very unprofessional handling of refunds and poor customer service.

We canceled our reservation within the free cancellation period, but almost a month later we still haven’t received our refund. Payment was easy, cancellation was unnecessarily complicated, and communication from the staff was poor and unprofessional. Very disappointing experience. I would not recommend this hotel.