Grand Hotel Velingrad

I want to first start this review off with that this hotel does not deserve its five stars anymore. If you are looking for a five star hotel and experience, this is not the hotel for you.
The view of the room was a roof, when the hotel is located at one of the highest points overlooking Velingrad and they still didn't manage to make all the guests feel treated to a five star experience. When we addressed our dislike of the room at reception we were told all standard rooms had a view to a roof and that if we wanted a different room we could pay an extra 50 lv a night, when right next to the lady there was a price list of the rooms and the difference between the standard and the deluxe was not 50lv a night it was around 30lv.
The room itself could be cleaned better. The shower door was not alright it was missing screws and did not slid properly. The matress was old and way too soft to the point of discomfort. The aircon was making a noise and the thermostat did not work, but when I called reception to tell them they sent someone immediately, at least and fixed it.
You can see the condition of the room from the attached pictures.
The spa was not great considering the 5 tars of the hotel. A lot of missing tiles, the walls were falling apart. The steam rooms were awful. One was too big and could steam up properly, while the smaller one had a giant gap in the bottom of the door and was letting cold air in. The saunas were nice and the water in the pools was nice, as well.
The restaurant staff were mostly not open to help you and grumpy. What I noticed was that they were very helpful and smilling towards guests that they knew. There was no non alcholic beverages included in the dinner buffet and something I had never seen before, was reservations of tables at the hotel buffet. There were times where people with full dishes in their hands couldn't find where to sit because there were many empty tables that had been reserved. The food was often cold as they did not take care of the food properly to keep it as warm as possible.
Overall, definitly will not be visiting this hotel again. Does not deserve the five star rating.

TO THE HOTEL OWNER/MANAGER: 2 ELDERLY PEOPLE ARE IN THIS TERRIBLE HOTEL RIGHT NOW SUFFERING. AIRCONS BROKEN, HOTEL UNDER RENOVATION, KITCHEN CLOSED AND ALL FOOD IS OLD, STALE AND BAD. NO ONE FROM STAFF IS HELPING, NO MANAGER ON SITE. THIS IS THE WORST EXPERIENCE AND A FRAUD TO BRING 2 OLD PEOPLE TO A SO CALLED 5 STAR HOTEL AND HAVE NO BUFFET AND NO HELP. THEY NEED HELP RIGHT NOW!!!!! THIS IS NOT 5 STAR THIS IS A DISGRACE. SHAME ON YOU.
GUESTS STAY AWAY FROM THIS PLACE AT ALL COSTS.

My stay at this hotel was disappointing. The food was consistently terrible, leaving me regretting every meal I had. The staff displayed rudeness that made interactions uncomfortable and unenjoyable. The redeeming factors were the well-maintained rooms and pools. However, the overall experience was marred by the poor quality of dining and unpleasant encounters with the staff.