Hot Springs Medical and Spa

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.

Overall I was very impressed with the spaciousness and service. Rooms were bigger than expected and we asked for rooms with a view of the mountains/valley but the resort was completely booked and our rooms faced forest which was also nice because we could hear the sound of the wind in the pine trees. The service was very professional and friendly throughout the facility in the reception and the spa center. Big and clean pools with great view of the mountains and nice variety of steam room, sauna, Turkish bath and salt bath. The spa center had a good variety of treatments and everyone in our group thought the services were great. There was a good variety and quality of food in the morning and evening. Two negative aspects: 1) not enough parking, 2) there are a lot of families with small kids and some of the parents were not providing any supervision and a few kids were screaming at the top of their lungs in public spaces. Good place for families but couples might be better to find a spa for adults.

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.

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!

We love Hot Springs Medical and Spa Hotel. It is a great place for families with small children. The rooms are very comfortable, the food is tasty, the staff is very kind, helpful and friendly. The spa area is fantastic, especially the hamam. The pools are fantastic. It is a very good choice for relaxation in the winter and in the summer.

I really enjoyed my stay at Hot Springs Medical & Spa Hotel - the food was great, the pools were wonderful and the staff was very friendly. The rooms are cozy as well. I see that people are complaining about the parking, but when we were there we had plenty of parking spaces available. Overall - a great hotel that I'm looking forward to visiting again!