Balneo SPA Hotel Sveti Spas — Hotel in Velingrad

Overcrowded SPA, the pools one day with warm water, the next - with cool water (according to the staff due to maintenance, but anyway the price is the same for both warm and cold days); mediocre and monotonous breakfast; restaurant with too loud music in the evening and huge queues of people for food, which we refused; raging unsupervised children in the lobby; "children's center" with almost no toys in it and with an animator whose role is only to play videos on the screen and look at her phone; bartender in the lobby bar without an ounce of bar culture - e.g. offers expensive VSOP cognac without having cognac glasses, offers lemon for whiskey, etc. And, finally, an extremely inhospitable and arrogant manager who accused my child (6 years old), directly, without seeking contact with a parent, of stealing a toy because she supposedly saw him on the cameras, only it turned out that this was not my child..., but even after that the lady in question said that she had nothing to apologize for, because that was her job - to protect the property, and refused to meet with us. I wish her success with this, as well as with the other problems in the hotel, which will not be solved by watching cameras... She left us with an unpleasant feeling and insult. We would certainly not visit the hotel again. We used an apartment from the owner, which was impeccable, we have no complaints about it. However, if you are a guest of the owner, and not of the hotel, you are not looked upon with favor, it is constantly pointed out that "you are not a guest of the hotel", even though you pay for everything you use at the hotel - you are in a...

We did visit the complex for 2 nights and overall we were satisfied for the money we paid, however there were few things to mention that might be taken care off:||||The quality of the customer service and timely reactions - our TV adapter was broken and we had to wait 24 hours to be changed. Despite the fact that there was a simple step just to take an adapter from other room and replace it. The receptionist was stating that the responsible IT person needs to authorise this change and he is off on Sunday.||Such a simple action and they could not manage it. I cannot imagine if it was something bigger. They were either not willing to help or not enough flexible. This is a 5 stars Hotel receiving guests every day, I would expect to have back up plans and be prepared for such simple issues. ||||The quality of WIfi - they had a lot of connections but none of these was enoughly strong. They were so slow and poor that we could not use it at all in the room.||||The pool was not very clean and well maintained, seems like since opening the hotel there were no renovations. It might be a positive action some small cosmetic changes. ||||Overall, we have received good quality for the amount we paid, the hotel and location are good, comfortable rooms, food, the spa is big, just few suggestions for improvement can be taken as...

It is definitely not a 5 star hotel. It is nice but a lot of work must be done to be a real 5 star hotel. Rooms are not very comfy. Not enough towels for 3 persons, the hairdryer was broken, not enough light/lamps in the room. The bathroom get all over the floor with water cuz there is no slope for the water to run off...The heating system is central and very noisy if I want to sleep I need to turn it off, same with the fridge. 2 years ago in the apartments there were kitchens, but not anymore, I have some diets specifics and always bring special food with me, that is why I always book apartments, so it was very uncomfortable and they don't have/offer food options suitable for me, you even can't eat when you are hungry as the restaurant doesn't work from 4-7 pm for example, only nasty sandwiches from the lobby only with meat haha and there answer is that you have to wait for dinner, sorry sir, but I am not eating by command...also the spa is no so good as before, the outdoor pool was warm only for 1 day, then they stopped the hot water in it and we couldn't go in, the jacuzzis were damaged and only 1 type of nozzle out of 4 worked, so yap, this is the last time we are...