Hot Springs Medical and Spa

Our traveling group consisted of two parents, a two year old, and a grandparent. The hotel is warm. The rooms are clean. The food is varied and for the most part their own production. The spa and medical center are at a very good level. As it is a very frequented hotel you have to take into account the occupancy of the pool. As the water is mineral and this implies a limited stay in it, you should have no difficulty.

The option for this hotel for our vacation was a disaster. I had been here before and was excited to return, but it was a huge regret. Do not come to this hotel during a holiday. The price does not match the experience, and you will be frustrated. We paid for five nights over New Year's weekend and were forced to pay an additional of 5 times their regular daily rate JUST for their New Year's Eve party. However, they couldn’t find a table for us at the event, so we missed it entirely. No food was served, and by 11:20 p.m., my kids were crying. When they finally brought the first course, it was cold and unappetizing, and no one could eat. €1,000 for no party, no food, and unhappy kids. I spoke to the restaurant manager, who admitted the hotel should do something, but nothing was done. The hot springs were overcrowded, with dozens of kids running around the pool while lifeguards ignored their duties, staring at their phones. I even witnessed a child slip and scream, but the lifeguards didn’t react. I took pictures of their negligence and shared them with reception. Do not let your kids use this pool unsupervised, even if they can swim. Every year, hundreds of kids die at hotel pools because of the lack of responsible lifeguards. If a fatality happens at this pool, it is the hotel management fault, as he got informed. The lifeguards only seemed to work when closing the pool, often switching off lights 20 minutes early. Worst of all, the hotel manager avoided me for four days despite being informed of my complaints. The restaurant manager told me he was very aware of the issue and didn't know why he didn't come to me. I remained calm and polite during 4 days, but no resolution was offered. On my last day, I gave up trying.

Great SPA hotel and yet a few changes since the last time I visited can now be perceived. Food quality seems to have somewhat deteriorated, and service used to be better; however, what has led me to write a comment is a concern about kids' safety. For several days now, I have seen children wandering unsupervised in areas where they should always be accompanied. A little girl's arm got stuck today in a playing device in the game room while trying to reach out for a ball she was not supposed to try retrieving from the machine. I raised the issue with the staff to be thanked for the feedback and was told there were cameras, kids should be accompanied, and they could do nothing. The point is that access to different areas is supposedly controlled. Had the area in question been locked as it should be, kids could access it only when accompanied.

We went for a skiing trip to Bansko with friends who are Bulgarian, and they recommended this hotel. We didn’t regret the choice! Sadly, there was no snow this December in Bansko, which meant we had to rely on our hotel to somehow compensate the disappointment. It didn’t fail: the spa is excellent with many varied steam rooms and two pools (inside/outside); the rooms were spacious and comfortable, and the restaurant had varied and tasty food. There is a small gym in the hotel, which we didn’t use much, and a game room, which we did use a lot. Everything was working well and the wi-fi had good speed. From negatives: there is absolutely nothing to do outside the hotel as it stands kind of in the middle of nowhere. It it’s only a 10 minutes drive to Bansko, where there are plenty of shops, restaurants and a pretty old town. There is also a skating rink there, too. Also, the water in the pool was too warm for me to stay any longer than 5-10 minutes. It was easily 31-32C. However, if you swim outside it provided a nice contrast to the cost air. Also,

Visited this fantastic spa hotel in late July 2022 for a long weekend. Room: executive. Clean, spacious, with a gorgeous view to the mountain. The balcony was large and, due to the smart hotel design, felt private, secluded and not overlooked. The room was cleaned daily, with our towels changed. The bathroom was large and spotless. Central air con rather than a separate air conditioning unit, which works far better as it is non intrusive and quieter. WiFi: perfect. I had a work Teams video call scheduled and it worked just as well as at home. This was pleasantly surprising as it is unusual for a Bulgarian hotel. Spa and services: excellent. We used all the rooms in the spa centre, and a few treatments. The spa was clean, super relaxing and I enjoyed the little details such as fresh lemon or cucumber water in the resting area. Swimming pools: excellent. The mineral water was tested daily, as far as I could see. Both indoors and outdoors pools were clean and spacious. Gym: clean, air conditioned and provided all basic gym equipment. Towels and cleaning tissues available at the entrance. Food: simply amazing. I have never tasted such delectable food in any hotel ever. It is organic and comes from their own farm. We were on half board basis and I really loved the variety. Would have appreciated if water was available but you had to order bottled water or any other drinks. You could buy a seasonal veg box from the farm - I highly recommend it. Lobby bar: stayed there one evening and enjoyed fantastic live music - amazing, super relaxing. The second evening we saw a couple there who were vaping: unpleasant and I would have hoped that staff would notice it and deal with it. Smoking or vaping should be taken at designated places, not in the lobby bar. Staff: the greatest asset of the hotel and I hope it is reflected in their wages! Everyone was pleasant, smiling, very helpful and super polite. This is yet an incredible feat for a Bulgarian hotel so I really appreciated the friendly attitude and professionalism. It felt like everyone was a part of this big team working together to make our stay relaxing and stress free. General: although there were many guests, families, young children, etc. it did not feel overcrowded. In fact, it felt quiet and relaxing. I have finally found my summer holiday place!

I love this place. This is one of the few spa hotels that I would like to visit again and again. In my opinion, it has the best spa in the country. The prices are not high. They are accurate. The outside pool is warm enough. I love the spa area. One thing that I don’t like in the hotel is that there are too many children and the noise is awful. The families should be having their meals in a different part of the restaurant. Also, even though it is forbidden for children under 14 years to visit the spa area lots of parents were bringing them there. And the stag was not doing anything about that. However, the place is really good. The rooms, the nature -everything is amazing! I have there three times.