Spa Hotel Infinity Park Velingrad in Velingrad

I am trully amazed by both the fact that this is considered a 5 star hotel AND that people leave 5 star reviews... Very misleading. All in all a disappointing experience. Will not recommend and will not go back at any cost. Two stars- one for the hairdresser, who was very nice and good and one for some of the people who work there, who actually seemed to care.

Posistive:
1. The staff: tried their best I guess and front desk were polite
2. The pools: there are a lot of them
3. The restaurant: has lunch menu
4. The kids room: was really nice to have
5. The accomodation: I can't speak of the hotel rooms, cos we stayed at one of the villas-the villa was very spacious and comfortable.
6. The hairdresser was awesome

Negative:
1. The staff: the lady at the reception (even though polite) insisted she told us we have to pay 20 lv per card if we lost it. The card is used to get towels for the spa...very strange system, but I guess either people steal a lot of towels, or the plastic is very expensive, cos we ended up paying 60 lv for the 3 cards we could not find. That is some very exensive towels and we were 3 people at the check-in desk and none of us had heared about this 20 lv rule...so huge thumbs down. Plus it makes one feel like a criminal, like we have stolen those towels. We had payed 1500 lv for our 3 night stay, so I guess they could have thrown some towels in for free...had it been a 5 star hotel.
The staff in the pool areas and the "bars" by the pools were rude, the prices for ice cream were high (and not written anywhere) and the service non-existent. I have never been to a 5 star hotel, where you could not order food by the pool. There was almost no staff at the outdoor pools or they were at their phones. There was a lady at the kids room who was very grympy and making both me and my kid feel uneasy-I guess she was supposed to be "entertaining" the kids. She was at her phone and when asked by another member of staff how she was doing, she said in a very irritated voice "what do you think...just like you I have been working for 10 days in a row". I was sitting just in front of her.
2. The pools: the warm pools are quite small, the indoor pool area is super dark, I guess because in the dark you can't really see how old and worn out everything is. The floor is extremely slippery so you have to wear flip-flops-this is just unacceptable. The hygene is very qestionable-you are not asked to take a shower before you go in the swimming area. There is fake "grass" carpet around the outside pools and it is mouldy and dirty. You go in and out and in the water both barefoot or with flip-flops but you can't avoid this dirty "carpet".
3. The restaurant: a bit overpriced. The last night we ate dinner there and my husband was throwing up all night. He had buffet. Our doughter was also throwing up. We are, of course, not sure if they got sick by the food or by the water in the pools.
4. The kids room: the lady seemed to be held hostage there
5. The acommodation: the villa we stayed in was nice, but eventhough it was a year old, it had already seen better days. The sofa was dirty, the floor in thw shower cabins was mouldy. We payed a weekend/holiday fee eventhough it was a weekday, not a holiday and not in high season. The hotel itself might have been good in the early 00' but is seems it has not been updated since then.