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The private room was the only decent part of our stay. We were charged €22 a day for two people to use the spa, but getting any use out of it was another matter. On Friday, we waited about two hours to use one of the two small outdoor jacuzzis. The main pool was crowded, and we managed about ten minutes in a sauna before it filled up too. There are just two saunas for all those guests. Saturday was worse. We spent around an hour looking for a sunbed and never found a free one. It was noisy and packed, with no chance to relax. The spa seemed suited to 30-40 people, yet it felt like there were over 100 inside. Paying extra just to stand around and wait isn't what I expected. The spa itself is tiny for the number of people admitted, with only two small pools that looked dirty or poorly maintained. The floor was so slippery that I saw several children fall, and one got hurt. That's a serious safety problem. The online pictures and claims about a relaxing five-star spa don't match what we found, and the experience was the complete opposite of relaxing. I asked reception for a refund because we couldn't really use the service we'd paid for. I waited about 20 minutes for the manager. She was dismissive and arrogant, saying something like, “for this money you won't find a better spa in Velingrad.” Price wasn't my point. I was trying to explain that the online promise of relaxation didn't match the crowded reality. She wouldn't listen, started shouting, and dealt with it unprofessionally. We did get the refund, but her attitude was unacceptable. This was the worst hotel and spa experience I've had in the Velingrad area. If you're looking for relaxation, hygiene, safety, or a proper spa stay, avoid it.

For an average price, you get a beautiful, spotless and luxurious spa and wellness place, with a really friendly feel. Highly recommend!

Most of the staff were helpful and polite, but checking out was a really uncomfortable way to end our one-night stay at Sveti Spas. They stopped us and kept us waiting for about 30 minutes while they brought in other people, because they thought we'd taken the robes. There hadn't been two robes in our room when we arrived. We noticed that, but with only one night there, we didn't think it was worth raising at the time. It felt unfair to be accused over something that hadn't been there, and it spoiled what could have been a nice stay.

After ten years, my return to Balneo SPA Hotel Sveti Spas was a pleasant one. The food was tasty and there was plenty of it, and the facilities were nice and looked after. The hotel sits on the edge of Velingrad, which makes for a quiet, relaxing setting, and the mountain town itself is beautiful. My one reservation is that calling it a five-star hotel may set expectations for service and amenities that it doesn't quite meet. Still, it's a good option for a relaxing spa break.