Hotel Sofia

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 Old hotel with a worn-out, outdated interior.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.

Perhaps the worst experience in a hotel in recent years. Lack of professionalism and client experience very poor at check in desks as well as attention from hotel management.

Stayed on the third floor. It smells something horrible. The carpet in the elevator on the floors as nasty. The hotel is just really dirty and old. We checked in late and the AC wasn’t working well. You can tell that the hotel is not well managed anywhere. Attention to details matter. Definitely not even close to 5 stars. I have officially given up on Hyatt after this stay

This has easily been the worst check-in and hotel experience I’ve ever had. It took over an hour just to check in. The front desk had a sign posted blaming "system upgrades," but that is completely false. A computer upgrade doesn’t cause massive lines every single day for four straight days—it’s just a convenient excuse. The staff here clearly do not believe in customer service, offering zero acknowledgement or care for their guests. If you stand in the lobby for even five minutes, all you will hear are staff members making excuses instead of solutions. Maintenance is another major issue. I have asked multiple times for someone to look at my AC because the room simply will not cool down. Every time, they insist it's "working" while completely ignoring the actual temperature in the room, flat-out denying they have maintenance issues. To top it all off, the elevators are painfully slow, and the overall property is a far cry from the "luxury" they advertise. Save your time, your money, and your patience and stay somewhere else.