Grand Hotel Therme

Safety Hazards and Lack of Care I have recently visited with my family the Grand Hotel Therme, and unfortunately, our experience was far from satisfactory and very disappointing. During our visit on July 27th, my mother slipped on a dangerously slippery floor in the spa area. Shockingly, no staff member came to her aid, and we had to rush her to the hospital (in our own car, as apparently the staff was not allowed to even call an ambulance for us - unbelievable). The fall was so bad that my mom broke her arm and had to undergo a very serious surgery (she is still in the hospital while I'm writing this). It will take months for her to recover. What’s even more shocking is the lack of follow-up from the hotel management. We have addresed the issue both to Front Desk Manager and to Spa Manager, and we were told someone from a "higher management" (apparently some lady called Milena Antova) would contact us the following day as they are not allowed to even give us an accident report. Despite the severity of the incident, it's been over a week and we haven’t received any communication from them. We also have sent several emails and no reply back. It seems that they try to hide that they have such a safety hazard and don't want to take any responsibility on the matter. But that’s not all. We also noticed other safety hazards (see pictures attached): Slippery Floors Everywhere: The non-slippery floor in a wet area is a significant concern. Guests’ safety should be a top priority, especially in spa facilities and it's not the case here. Entrance Hazard: The hotel’s entrance has a gaping hole that poses a risk to everyone. It’s unacceptable for a 5-star hotel to neglect such obvious dangers. I can only imagine some kid trying to play there and fall! Please be careful if you visit this place! We have never experienced a more disappointing and bad experience than this. A "beautiful" place with a terrible service.

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…