Hotel Sofia

Check in is ridiculously slow there is a plaque explaining there is a problem today which was on display all week. We are re attending for a stay next week so we will see if the check in issues are resolved. The tv broke within the room but this was fixed. The hot water machine for drinks did not work , I asked staff three times for this to be fixed or replaced , the maintenance man looked at it when he reset the tv and said he could not fix and would arrange a kettle. He reattended to check the tv remained working and said he had forgot it but would get someone to bring it to the room. We are still waiting for that kettle as we are at checkout! The cleaners did not clean the rooms until late afternoon when we were returning to the room for sight seeing and one day did not attend at all until asked at reception and then it took an hour. Hotel is a bit shabby around h t e edges except for the reception area which is polished and on display. Overall probably should be renamed to just Hyatt as not so grand and quite disappointing. Returning next Sunday so we will see if it gets any better.

My husband has stayed at this hotel a few times with work and had a good experience. We have also stayed at many Hyatts around the world and always had a positive experience. On this basis, we booked to stay one night with our family including elderly parents. We were left extremely disappointed. This was far below a 5 star experience. First, the check-in process took one hour. We also had to take our own bags to the room as the reception area was chaotic. This is not acceptable for grandparents in their 70s and 80s. The hotel rooms and building were nice and clean and the bar staff by the pool pleasant. Second, when we came to check out the next day, the whole process was again shambolic; the reception area was full of guests trying to check in and out. When eventually we got to the front of the queue to check out, the supervisor checking us out made various mistakes with the billing which resulted in us being delayed in departing by over an hour trying to get the staff to acknowledge and resolve the mistake. When we checked in we each gave our own credit card details for a security deposit. On checking out, I gave authority for the supervisor to charge that card for our room. My father gave authority for them to charge his room to his card for his room. Instead, both were charged to our card without my authority. Mistakes happen, but when we asked the staff to explain this and rectify the situation it took an hour. What was staggering was the response of the staff particularly the supervisor to our whole experience. Also to be told at first that the mistakes with the charging were our fault. No apology was forthcoming; only when we had to ask for one!. This is not the response or experience I’d expect of a five star hotel let alone a Hyatt.

Beautiful hotel in a good location. Breakfast and restaurant was good and convenient. The staff were nice and helpful. The elevators were a little annoying. During busy time it took a while to catch one, especially if you’re trying to catch the breakfast hours! Also, it doesn’t let you go to every floor because I had family on a different floor so I was having to play an up and down game with elevator. Besides that the hotel was great!

Bad location. Old hotel with a worn-out, outdated interior. Rude staff and terrible customer service. Not clean at all. They held my security deposit for weeks after I checked out, which is completely unacceptable. Overall, a very disappointing experience. Stay away. Can’t recommend this hotel.

Not impressive on the outside, so first impression is meh. The location is meh. I had a view of a bank and three unimpressive tenements. The hotel rates itself 5-star but does not give 5-star service. I arrived early. My room was not ready. The hotel said guest services would call me when my room was ready. It did not. So I sat sprawled in the lobby due to extreme jet lag. Coffee maker in my room does not work. Bathroom is dated and has awful aqua-colored tiles. Save your coins for a luxury boutique hotel that understands customer service.