Grand Hotel Therme

The door gestapo totally ruin this hotel. You really must sort out this totally unwelcoming ordeal. The surly doormen totally diminish the appeal of this hotel. Having stayed here before this new addition makes this hotel a very unpleasant experience

Overall a good experience. Some comments We got the all inclusive deal -it includes food and drinks but not premium drinks There is currently no swimming pool they are still building it The mineral pools are ok , generally the areas round them are always full so tricky to find a seat. suggest hotel adds sun loungers. The buffet food was very good but comes a bit repetitive after a week. lots of choice however and good service. The gym is excellent and brand new. The rooms are not large but sufficient, comfy beds but unusually a TINY safe that wont fit a laptop at all. Very strange choice of design for international travellers. There is horse riding and buggy rides which tge kids enjoyed also a walk in the forest very good kids club lots of things for kids to do Nice spa and massages very good and not expensive - 50 euro for 90 mins was for sports massage. Overall relaxing and nice place ' 2 hour 30 drive from Sofia.

This hotel is outstanding and beautiful. You need to be patient as it’s brand new and they’re trying so hard to get everything finished and perfect but on the whole- it is perfect!! You see small insignificant things along the way that are not quite finished, but nothing to complain severely about like I’ve read. Our family booked 3 luxury villas. There were some small issues but they were small and nothing to be offended too much by. A few staff have attitude problems, but the most are very nice and friendly because we were very nice and friendly to them. I would say a lot of the guests were the rude ones! The thermal spa pools are outstanding! The food selection is amazing! (Sometimes a little on the cold side). The ski hire service is great and the man who works there is so nice! There are only 3 set times you can get the ski bus to Bansko and back, but if you befriend a taxi service from Bansko and get their personal number, it’s even better. The gondola for skiing is only 10 mins away from the hotel. I had a severe back injury during my time here and had to stay longer at the hotel, the staff were so nice to me, (especially Deedee and the doctor). Couldn’t have asked for better treatment. We will definitely return to this hotel. Gabriel the bar man is such a lovely man too…

Visitors from the UK. This spa in Britain would be treble the price. So in that sense all good. Lovely outdoor heated pool. Nice indoor steam rooms and saunas. The place was a bit dirty with lots of empty cups and plates dotted around (you would think they would have someone regularly cleaning these up). Also, the drinks on offer warm and limited. But overall a nice experience. It’s clear they are still finding their feet - so hope one day it fulfils its potential.

Another fake 5 star hotel This hotel is a product of local organized crime as many are. Horrible quality. Horrible service. Inedible food. Scams and theft like trying to charge you for water when you have meals included. Just awful. It’s clear that basic EU laws and decency don’t apply here and 2024 is not the year that will change.

Terrible hotel! I had two rooms booked and they cancelled by booking 2 days before mu check-in day. Left me with no hotel booking for my long waited holiday. I just received an email saying that my booking was cancelled due to a issue with the system. When I asked to rebooked, I was told no rooms were available. This is not a service for a 5* hotel. I spoke to a lady at the Reception called Mihaela who was so rude to me and didn’t give me an explanation when I asked her why my bookings were cancelled. Instead, she just hang up on me. Terrible customer service.

The facilities are good but the staff is inexperienced and uninformed and unfriendly, price quality is not worth it. And it happens that they offer you a service to pay for and it is not up-to-date and they don't refund your money! I don't recommend it. Not correct and not qualified.

I want to express my disappointment with the hotel. 1. Stayed in wing 6 at least 10 min walk to the Reception, SPA, restaurant, the corridor to wing 6 EXTREMELY COLD, -10 DEGREES/showed the electric stove that was in the corridor/2. Renovations are still going on and there are stains accordingly, it is dirty.3 The rooms, although they are made nice, are heated with air conditioners that make a terrible noise, in the bathroom there is an electric radiator that is not enough and the bathroom is cold, the towels are thin, unbranded/ refinement to the nice hotel/, cheap towels. 4 The food for dinner was not tasty at all, only some desserts were okay. Every meat we tried was dry, and lacked spices, salads super tasteless, as if bought from some cheap supermarket, nothing, nothing to do with food like in Katarino, Lucky Bansko and Kempinski,5. There was an organized Gourmet dinner with guest chefs, for which our group of 30 people / team building / was not informed, ie the hotel does not make a team, a company feel good, to offer something different. They simply decided on their own that there was no need to inform us. 6. EXTREMELY BAD SERVICE! 7. The SPA is not bad, but there is no pool for swimming, only hot tubs/quite a number/ for melting and soaking, no salt room. As a short summary: beautiful packaging/hotel-like for pictures/ but without filling. ABSOLUTELY DOESN'T REPLY 5 STARS HAVE NOTHING TO DO WITH THE DETAIL!

Our firs impression as guests of the SPA was that we were not allowed to walk in the hotel, therefore, the ‘bouncer-wanna be’ person at the main door asked us to walk down the stairs instead of allowing us to use the elevator despite that one of us has difficulties walking. What’s even more ridiculous is that if you’re not a guest at the hotel you can’t sit at the lobby nor consume what’s available on the bar. Please consider your members of staff appropriately!