New spa center. Food in the restaurant. Facilities. Kids center.

The restaurant staff was just awful: unhelpful, unhappy, or rather miserable, lazy, and really makes you feel like they hate the customers. They kept on running out of coffee cups and would never refill. Ran out of tea, but would never notice and once you ask, they might tell you once they have it restocked, or might not. They were just hanging out on their phones, but never cleaned the mess around the food stalls after 100s of people have passed by. Made faces when you asked for coffee cups. The hotel is lovely, but the restaurant, bar and especially breakfast serving staff (not the cooks!) can destroy the ambiance to a degree you don’t want to go back!

The SPA center is good. The rooms are comfortable and large, excellent serivce. Friendly staff. The breakfast is perfect.

The swimming pools need renovation, however they are all thermal and we enjoy to use them. The restaurants are not ok for a five star hotel. There is no place to eat, if you do not use the block table menu. Except the breakfast, the food does not worth the money. We prefer to eat outside the hotel.

Clean hotel and rooms. Our room was big, had all the necessities and a balcony. We enjoyed the sauna and the outside jacuzzi very much but we couldn’t enjoy the inside pool as much because it was too crowded and full with children, screams etc. For us, the bed was too hard and they had a cover under that made noise so after our first night we asked for a solution and thankfully they immediately put a mattress topper which made a huge difference.

The staff does not understand English, the most needed language especially when you work in the Tourism sector, in a good rate. They don’t even say hello when they see you ( only the housekeepers waved at us with a smile and helped us find our room or other departments whenever we got lost because the hotel is massive ). For a five star hotel, the food and the room service that we ordered was very disappointing and unfortunately I will not recommend after our incident.

Awesome stay! I had a lovely time with my mom. Really relaxing in the middle of the nature and by walking distance to the city center otherwise you can be there in 5 min by taxi. The hotel is very beautiful, big, spacious, comfortable, clean, it feels like home. So many plants and very green. The service is great. Very nice breakfast and we had our lunches and dinners there and the food and drinks were really good. The room is very spacious, with a cute terrace and we could hear the water from the river which was very peaceful. The swimming pool is lovely. I definitely recommend and will go back there if I come back to Sandanski.

Everything was great. If I have to say something it would be the music at the swimming pool that is a bit loud and repetitive. So a bit lower and diverse music would be lovely.

Location and the facilities

The SPA needs renovation and it’s really overcrowded.

The indoor pool and spa facilities were perfectly clean. The water temperature was just right. The staff were friendly and helpful. The room was spacious and comfortable. Wonderful breakfast. We loved the peace and quiet throughout the hotel. It's close enough to the town centre, so going out for dinner is no hassle.

Dinner options in either restaurant are not veggie-friendly. If you're a vegetarian, you have no option but to go out for dinner. Luckily, the town centre is a very short drive from the hotel.

All hotel was well maintained and run, also great children room. The pool are great. Rooms are refirbished, restroom in apartment is new. Great design of the hotel.

The breakfast was good, but same food was all week. There is no lift, only stairs to access indoor pool and sauna. Very important to management of the hotel: on booking it was not stated that every room has a fridge and if requested cot and kettle could be provided. At first I dissmised possibility to stay in the hotel because of that, later I decided to go for it because of high rating. Cot and kettle has been provided by the hotel.

Beautiful location! Authentic architecture surrounded by nature - river flowing next to it and the air is pure clean! Enjoyable and refreshing SPA facilities; not to mention the professional balneological services. The staff of the hotel and SPA were very helpful and friendly! Looking forward to coming back!

The only thing we did not enjoy is the Bulgarian restaurant! Menu had not much choice even though the local cuisine is so rich and delicious, in contrast to the rest of the hotel staff waiters were not very friendly

Clean, nice pools and spa facilities. Polite staff, quiet.

Food in both restaurant wasn’t impressive. Only the breakfast was nice. The game room was ‘under maintenance’ so we were unable to take advantage of it.

The breakfast was awesome and really rich - there was a fridge with ice cream too. The rooms are comfortable and big. We had a cot and a kid sleeping on a sofa bed and there was a space left though. There are also activities for the kids like art workshops and a salt room.

Our room was in the most left part of the hotel exactly near a construction of a new building and it was noisy in the afternoon, when the workers there are shouting one to another or playing music.