Grand Hotel Therme — Hotel in Razlog

This hotel is grand as it says in the name. Very spacious and luxurious. The lobby is its center piece with comfortable furniture and a bar where you can fiest on drinks, they offer tea, coffee, juices and alcohol (all inclusive guests can drink this wherever, everyone else has to pay for these additionally). The receptionists are not fluent in english but with a few hand gestures and simple words they can understand. Yes, the hotel isn't done yet fully but that doesn't stop u from enjoying the spa and pools. There are workers working outside but there isn't any noise. There are 3 pools. One is indoor, a small one outdoors and a big one outdoors. The big pool outdoor is very shallow but it's temperature is good and it offers jacuzzi jets, the only problem with this pool is that it is seperated from the spa so you have to go on to the main floor (and the spa is -1 floor) in order to enjoy it. And it is not connected to the inside so when you get out of it all warm and wet you get hit by the cold outside. You can also enjoy drinks and alcohol from the bar on and in this pool. Next we move on to the spa area which is as I said on the -1 level floor. There are 3 saunas which are exquisite by all means. One is an aroma sauna and its temperature is 80C, next there is a bigger one 85C, and the last is a finland sauna which is 90C. They dont have an ice room but it makes no difference because if you go in the colder months you can go outside after the sauna and achieve the same effect. Next there is an aroma steam room which i didn't like because the temperature wasn't hot enough and there wasn't any steam in it, so It was kinda useless to be honest same with the other steam room/turkish bath which was bigger but also not hot enough inside and this one offered a small pool with 5C-10C cold water. Next there are hot beds but they aren't real stone, they are some sort of plastic and they are not hot enough as well. There are beds by the indoor pool, bean bags as well and there are chairs by the big outdoor pool where you can leave your possessions and bathrobes. They dont change the bathrobes everyday so if you want that you should specifically ask for it at the reception. I was all inclusive so I went to breakfast lunch and dinner also there is a "bakery" that offers sweets cakes and cookies but baguettes with tomato avocado as well and you can munch these whereve you are feeling hungry. There is very good coffee at the bakery as well much better than at breakfast. The food is excellent and very diverse, there is something for everyone. The rooms are comfortable and clean with great bathrooms especially shower. The view is good as well no matter what side of the building u r. All inclusive can have drinks at lunch and dinner but at breakfast only the coffee from the machine and not from the kjtchen bar (idk why and the coffee at the breakfast machine was really bad and the machine kept breaking). There is a big parking and there wasnt a problem with that. The indoor pool is medium sized and again very shallow. And the small outdoor pool is right next to the indoor but u again have to get outside in the freezing cold to enjoy the outdoor pool- it would be better if they were connected and you could swim outside from the indoor to the outdoor pool. I think I covered pretty much everything. I did come here for the spa tho and i would give the spa 3 stars as the only thing I liked in it were the saunas. Everything else was good but It could be better for such a grand and...

Dear Hotel Management,

I am writing to share feedback regarding our stay at your hotel, which, unfortunately, has not met the expectations we had when booking a 5-star resort.

We made our reservation by phone and were told to expect a confirmation email, which we never received. Thankfully, we did receive a WhatsApp message confirming our booking, otherwise, we would have arrived uncertain of our reservation status.

Upon arrival, we expected a warm welcome and valet service. However, there was no one at the entrance to greet us or assist with our vehicle—a surprising oversight for a hotel of this caliber. After asking another guest where the bellboy or valet attendant might be, someone eventually showed up and helped us with parking and moving our belongings to our room. While the grand entrance and pleasant aroma created a positive first impression, the issues quickly began to add up.

When we booked, we specifically requested a small portable bed for our one-year-old child. Unfortunately, it was not provided in the room, and there were also not enough towels in the bathroom. We had to call the front desk and wait for these items to be brought to us.

As we settled in and began to unpack, we attempted to use the in-room safe for our valuables, only to find that it wasn’t working. Again, we had to call the front desk to have someone come and repair it.

Trying to move past these inconveniences, we headed to the pool area. Feeling a bit thirsty, we went to the poolside bar, but were disappointed by the lack of attention from the staff. The bartender was engaged in a conversation with another employee and did not acknowledge us. When we did place our order, we were told that the all-inclusive package only covered basic fruit juices from a machine—a very limited selection for what is advertised as a premium offering.

Dinner that evening was a step up in ambiance, and while the buffet offered a wide selection, the taste of the food was underwhelming and did not match the visual appeal.

Later, while sitting near the lobby bar, my son asked the bartender if they had anything sweet. He was told, rather curtly, that they only had some gum, and it wasn’t free. I approached to clarify that we were on the all-inclusive plan, and was told—with little courtesy—that the plan “doesn’t cover a piece of gum.” At that point, I felt compelled to begin documenting our experience, despite it being only our first day of a five-day stay.

Our overall impression so far is that while your property is visually beautiful and well-maintained, there is a significant gap in service and hospitality. More than half of our interactions with staff have fallen far below what one would reasonably expect at a 5-star resort. It is clear that many members of your team would benefit from customer service training to meet even the most basic guest expectations.

We came here to relax and enjoy a special time with our family. While we understand that minor issues can arise, the pattern of inattentiveness, poor communication, and lack of professionalism has been truly disappointing. I hope you will take this feedback constructively and implement the necessary improvements to bring your service quality in line with the exceptional physical standards of your...

I had the opportunity to stay at this hotel and experience its spa facilities. Overall, I found the hotel to be quite pleasant, with well-maintained rooms and a good breakfast offering. However, there were a few areas that could use some improvement.

Firstly, I encountered an issue with the attitude of the SPA receptionist. While the facilities were impressive, I had a small request regarding towels, and unfortunately, the receptionist was less than accommodating. She explained that I couldn't have two towels, even though I needed one for the sauna and another for the sun beds. The way it was communicated could have been handled more tactfully, as her tone seemed dismissive. It's important to remember that a friendly and helpful attitude can greatly enhance the overall guest experience.

Another minor issue I encountered was with the spa toilets. The light sensors were set to turn off after a very short duration, leaving guests in the dark if they didn't move quickly. It would be beneficial to adjust the timing to allow guests more time in the restroom without feeling rushed.

Additionally, I noticed that not all of the sun beds outside were equipped with cushions. While this may seem like a minor detail, it can affect the comfort of guests who wish to relax by the pool. Ensuring that all sun beds are adequately cushioned would contribute to a more enjoyable experience.

I found it somewhat inconvenient that one of the doors leading to the outside pools was locked, requiring guests to walk around the pool to find an exit. It would be beneficial to provide clear signage or alternative access points to ensure a smoother flow for guests.

Also, the person that chose the flooring in the pool area has made an extremely poor choice, it is slippery as hell.

One more thing I noticed was that the choice of music in the spa and massage rooms was not quite appropriate for creating a soothing and relaxing atmosphere. The selection seemed somewhat mismatched and could be improved to enhance the overall ambiance. To create a more serene environment, I would recommend selecting soft instrumental music or gentle nature sounds that promote tranquility and relaxation. This small adjustment would further contribute to the overall wellness experience and create a more enjoyable atmosphere for guests.

Some later edit: there are no chairs on the balconies… Makes absolutely no sense.

Despite these minor issues, I must reiterate that the breakfast, lunch, dinner were delightful, with a variety of fresh options available. The rooms were spacious and well-maintained, providing a comfortable environment for a pleasant stay.

Overall, while there were a few areas that could be improved upon, my experience at this hotel and its spa facilities was positive. With some adjustments in attitude, convenience, and attention to detail, it has the potential to offer an even more exceptional guest experience.

Recommendation: Sauna rooms are big enough to have scheduled programs every hour, like in German or Austrian saunas. This would make it a lot more interesting and increase the popularity...