Hotel Sofia

Amazing hotel. The best workers. 100% professional.

Very safe hotel location and great people working there and a wonderful breakfast! Great checkin process and taxis are always available. Local bus service is also close to the hotel.

I was trapped between floors in one of the main elevators during the recent heatwave. The emergency call button did not work at all ( yes I followed the instructions on the placard) .The security camera in the elevator is obviously not monitored. Fortunately I had my phone. I repeatedly called the front desk number , and the hotel general number ,but no one answered. In some desperation I finally called 112 for the fire department to come and release me. I was met by management on my release with a water bottle and a towel and a bunch of completely ridiculous ,lame and unbelievable excuses . They claimed a past power outage, but the entire time I was trapped the lights were on full and the TV information screen was showing the football scores! I question that an active alarm is not a vital safety concern? Ps....lots of long black hair on the floor in my room and a defective television. I'm 30 minutes into waiting for someone to attend to it.

We reserved a prepaid rate in February 2026 with connecting twin and king rooms as we were traveling with a child. Upon check-in, we were told that the rooms that we had paid for in advance in February were “only requested” and not guaranteed. That was not clear when we booked, and why would they take payment if they can’t guarantee it? Then we were offered a junior suite that would accommodate our family if we upgraded the king room for €92 a night. As we were tired and jetlagged, we agreed, but we would’ve stayed someplace entirely else if we had known we’d all be in one room. I was assured that they would refund the twin room that we did not ever occupy less the “upgrade fee” to go from the king room to a jr suite. At checkout, they showed me they were refunding the money, but I still don’t see it on my credit card as even pending. And honestly, I’m just disappointed that this is the second time this has happened to us with Hyatt (also in Beijing in 2019.). I don’t trust the brand for travel with family now - we had a great experience with Hilton and connecting rooms so that is likely a more secure choice. This is unfortunate as breakfast and the pool were amazing, but reservations systems surely can for the quantity of connecting rooms to sell. And I will need to follow up further on the refund with Hyatt - I emailed tonight, but I will call the credit card company if it’s not solved imminently.

Lift do not give access to each floor without going to lobby, facilities was just normal, food was still great and its too far from city.