"I booked the hotel online based on the reviews I saw in ***********, trip advisor and hotel website. Hotel website and booking has promoted their best room being 23m2, no other rooms, and same was confirmed over phone that all rooms are as per the web site. Once we arrived we were stroked to see awkward hotel room. Room- small about 13-14 m2. Food- very little variety. The vegetables were most untasted vegetables I ever tasted, which were claimed to be from home farm. The SPA is far from modern facilities, situated in the basement, in small multiple rooms. All is very dated. There is No lobby where you can have a coffee. The only decent thing I could mention is the swimming pool. Regardless it was nothing special to elevate the hotel value to the price levels of a very good 4star hotel in Velingrad. Following was add in internet as available in the rooms, it was not available, or in very poor condition: - TV- very poor signal, it was freezing, very annoying, - internet- very poor, upload/download 4.46/0.84mbps, measured with ookland. - safe- no safe - mini bar- nil, damaged fridge, unplugged, when I plugged, it was smelling on burnt insulation. - mattress was smaller (1.4m) on large bed base. - laminated floor- in extremely poor condition. - room had 2 pillows, and you will get 2nd pillow if you ask for it and you will receive a pillow case if you ask additionally. The hotel generally looks very-very dated. High price for cheap value."

"A wonderful hotel in a quiet and peaceful place. Kind staff, cleanliness at an extremely high level, delicious and varied food every day. The pools and SPA are excellent. Everything is done with the convenience and comfort of the guests in mind. Highly recommend!"

"فندق مذهل بمنظر طبيعه و جذاب و غرف فسيحة، التصميم قمة في الرقي و كذلك مركز سبا رائع مع تعاملات لا تصدق، الطعام طازج و ذو مطابخ رائعة، الحلويات فريده و اللوبي فخم و الموظفون اكثر من رائعين friendly, I recommend everyone to visit this hotel to experience all this in person!"

"Lovely spa hotel, the athletics are amazing and very lix feeling. Slightly on the pricy side though."

"This place is incredibly beautiful and has an amazing spa that provides everything you need for true relaxation. It offers a great jacuzzi, a heated pool, various jets and a comfortable relaxation area with heated beds with LED lighting. However, it would be fantastic to include more vegan dishes and desserts as this would cater to those on a strict vegan diet or anyone interested in trying different flavours. Thank you for everything!"

"فندق جيد و نظيف . يوجد به سبا جيد و نظيف . يعاب عليه سوء الطالع من انه فتح و اغلاق السبا فكان لائقا الى حد ما و يريد اغلاقه قبل الوقت المحدد (منطقة واحدة من السبا تعمل من الساعه 10 الى 19 و المسبح كبير من الساعه 9 الى 20). بقية الموظفين مهذبة فقط، لا تنتظر المساعدة الخاصة أو الابتسامة، ولكن صحيح. الناس الذين يزورون هذا الفندق قديمين إلى حد ما (أكثر من 70 أو أكثر، يأخذ هذا الاعتبار إذا كنت تبحث عن شيء آخر). ويقع الفندق في مكان قريب جدا. الإفطار جيد، ولكن لا يمكن أن تأكل في المطعم أو الكافي. يقع الفندق في الضواحي. وهو بعيد عن المدينة ، ولكن مناسب جداً لمواقف مجانية إذا وصلت هناك بالسيارة. إذا كانت الغرفة تواجه حمام السباحة ، فستواجه أيضا حركة السكك الحديدية التي تمر أمام الفندق ، ولكن هناك القليل جداً من القطارات التي تمر عبرها. الغرف كبيرة ونظيفة ، في طابق واحد هناك حمام سباحة ، في طابق واحد هناك حمام سباحة ، في طابق واحد هناك دش. الفطور جيد إلى حد ما، مع العديد من الخيارات."

"We have come back for a second year and unfortunately there’s been an overwhelming deterioration in the service this hotel offers. It boasts 5 stars but actually corresponds more to 3. Below is just a short explanation of the significant issues, which a 5 star hotel should not have. Before I start, I’m just going to mention how wonderful their spa service and facilities are - they made our stay worth it despite all the below issues. - [ ] Staff members at reception are just not present at their desk - they all sit in a room just behind reception and peek through if you happen to be around and shout “Hello”. Not a good first impression. Check in was quick but we were not offered to be taken to our room or asked if we need help with our luggage. Not a smile in sight when we were checking out. - housekeeping is inconsistent - room cleaning is just basic sheets being fixed and towels changed, the bathroom is not wiped, sink not cleaned, no replenishment of body wash throughout our 4 day stay. We were not offered complimentary bottles of water as we should have been. - issues in the room e.g soap dispenser not working (and cleaners warning us that it doesn’t work rather than asking somebody to fix it), no tissues (when we asked for some they told us they’re only reserved for guests on floor 4?), tv remote does not work and no one came to fix it until we wrote an email to management (more on this later). - Staff members by the pool (including lifeguard) are very much preoccupied with their phones rather than paying attention to customers - us and another family had to wave for 10mins+ at them to come and take our orders; when ordering drinks they just seem totally uninterested and partially annoyed at having to serve drinks. To a point where I felt like apologising for having ordered a coffee. Drinks are overpriced. - The buffet for dinner doesn’t have enough labels on foods - especially the dessert section. It just says “desserts” with about 7 options to eat. When we asked a waiter for more information on the food he said he doesn’t know and “even if I wanted I can’t learn them because they’re so many”. Ridiculous answer. He seemed inclined to argue with us rather than apologise for the lack of appropriate labelling. If you happen to have an intolerance or worse, a severe allergy - forget about informed food choices at this hotel. - The lobby bar has a very limited selection of drinks (which is fine) but when we asked for Ouzo we were told only the restaurant serves it, and they can make an exception only on this occasion for us to go and get it ourselves from the restaurant - totally unacceptable for a 5 star hotel. After sending an email with our comments to the management during our stay, management was helpful, met with us, and responded to most of our comments. Nevertheless we are really not going to go back - it’s a shocking service. This is unfortunate as the hotel really does offer wonderful facilities (even though they are slightly unkept)."