Hotel Park & Spa Infinity — Hotel in Velingrad

I am trully amazed by both the fact that this is considered a 5 star hotel AND that people leave 5 star reviews... Very misleading. All in all a disappointing experience. Will not recommend and will not go back at any cost. Two stars- one for the hairdresser, who was very nice and good and one for some of the people who work there, who actually seemed to care.

Posistive: The staff: tried their best I guess and front desk were polite The pools: there are a lot of them The restaurant: has lunch menu The kids room: was really nice to have The accomodation: I can't speak of the hotel rooms, cos we stayed at one of the villas-the villa was very spacious and comfortable. The hairdresser was awesome

Negative: The staff: the lady at the reception (even though polite) insisted she told us we have to pay 20 lv per card if we lost it. The card is used to get towels for the spa...very strange system, but I guess either people steal a lot of towels, or the plastic is very expensive, cos we ended up paying 60 lv for the 3 cards we could not find. That is some very exensive towels and we were 3 people at the check-in desk and none of us had heared about this 20 lv rule...so huge thumbs down. Plus it makes one feel like a criminal, like we have stolen those towels. We had payed 1500 lv for our 3 night stay, so I guess they could have thrown some towels in for free...had it been a 5 star hotel. The staff in the pool areas and the "bars" by the pools were rude, the prices for ice cream were high (and not written anywhere) and the service non-existent. I have never been to a 5 star hotel, where you could not order food by the pool. There was almost no staff at the outdoor pools or they were at their phones. There was a lady at the kids room who was very grympy and making both me and my kid feel uneasy-I guess she was supposed to be "entertaining" the kids. She was at her phone and when asked by another member of staff how she was doing, she said in a very irritated voice "what do you think...just like you I have been working for 10 days in a row". I was sitting just in front of her. The pools: the warm pools are quite small, the indoor pool area is super dark, I guess because in the dark you can't really see how old and worn out everything is. The floor is extremely slippery so you have to wear flip-flops-this is just unacceptable. The hygene is very qestionable-you are not asked to take a shower before you go in the swimming area. There is fake "grass" carpet around the outside pools and it is mouldy and dirty. You go in and out and in the water both barefoot or with flip-flops but you can't avoid this dirty "carpet". The restaurant: a bit overpriced. The last night we ate dinner there and my husband was throwing up all night. He had buffet. Our doughter was also throwing up. We are, of course, not sure if they got sick by the food or by the water in the pools. The kids room: the lady seemed to be held hostage there The acommodation: the villa we stayed in was nice, but eventhough it was a year old, it had already seen better days. The sofa was dirty, the floor in thw shower cabins was mouldy. We payed a weekend/holiday fee eventhough it was a weekday, not a holiday and not in high season. The hotel itself might have been good in the early 00' but is seems it has not been...

Update from this year: We visited on work days and it was much more peaceful. The staff was friendly and helpful. The room was clean and nice. I tried a few from the SPA procedures and they were ok but not great and I had a paraffin hand care procedure that had no care in it. They just got my hands in the paraffin that was on a shelf in one of the massage rooms, I wasn’t even seated, got the gloves on, asked me to wait 20min in the siting room, then removed the gloves with the paraffin and that was it. It felt a bit rushed or careless for the money. We also used all the available pools and they were clean and the areas around them were cleaned frequently but the pools were left with a lot of missing tiles or broken stuff around them. Overall it was ok but the small things make bad impression.

Old review: This hotel has a lot of pools and SPA facilities that are really nice. We also saw that it is cleaned regularly. We would have had a nice overall stay if we went there only for the workdays. The main problem was the restaurant and more specifically on the weekend. The food was ok but the lunch menu was the same every two days and if you haven't paid for lunch it is better to go somewhere else. The food overall was ok and the waiters were polite. But when we tried to reserve a table for two for dinner for Friday night (during our stay) first they said it was ok but when we went for dinner the manager of the restaurant was very rude and said that they don't make table reservations so we had to sit where we find a table. We were ok at first but when we entered the restaurant we saw that there were a lot of tables with reservation signs. When we asked the same manager why they say that they don't make reservations and there are reserved tables he was even more rude and said that the reserved tables are for more than two people and since we were only two we could find a place somewhere. Then he literally escaped from us and the conversation whitout saying anything else. He never even apologized for his tone, behaviour or rudeness. We were very disappointed and the rest of our stay was not...

We spent 4 days in the hotel at an apartment - a family of 2 grown-up and 2 girls (2 & 9). The apartment was big enough to take a rest without any major issues. Several times we lack a second bathroom as we need to take a turn taking a shower and it took some time before dinner.

The room was not clean enough for our taste. There were some spider's nets, per shelves of the wardrobe were covered by a thin layer of dust, and we found some clothes under the sofa. Cables are hanging under the desks. The minibar fridge was so noisy so I had to turn it off since day one, which wasn't an easy task as I had to fully take it out of the cabinet to reach its socket.

We book our vacation as Half Board. The included breakfast and dinner are in a no more than 3-star hotel, and not even close to a 5-star one. When we took something from the menu for lunch it was really good and tasty every single time. The menubportions are good and the prices acceptable. The stuff in the restaurant is a little bit slow but at least they are smiling and polite.

The SPA center is good. There are a lot of pools and a jacuzzi. The water temperature in kinds pools was perfect, in the main pool too high and got, in the swimming one also perfect. The steam baths were lacking steam most of the time. The saunas were are good temperate. The ambient temperature in the SPA area around the sauna and steam baths was too low and it was cold. The air temperature next to the pools was...