Hotel Sofia

The hotel is clean; and fancy for sure but I just don’t understand how it’s an almost 5 star hotel. There’s almost no amenities unless you pay way extra for them. The pool is small and closes super early in the night, and if you want any sort of hot tub from a long day of walking you have to pay for it in the spa area. There are great things about the hotel and bad things. The breakfast is expensive so we opted out. The room was clean every day at least but no welcome note with water and chocolate’s ,or anything like the person with us in another room. The bars will treat you like peasants if you don’t look the way they completely expect. The staff at the hotel were very nice. We needed a wine opener at some point and the hotel doesn’t even have things like that on hand and has to ask the bar and the bar might not even let you. The spa is nice we did end up paying for it but then if you pay for the time and decide you want extras with it once you get there you can’t do that you have to book an entirely new session which costs 45ish euros just to use it. The stay over all was alright but I would probably look for a different hotel if I were to go back.

The issue I have with this hotel would not be a problem at all if it's a normal 3-star city property, but definitely not fitting for a luxury brand like Grand Hyatt. After arriving at the hotel from a long haul flight in the morning, I enquired about the possibility of an early check in, but have been told straight away, in no uncertain terms, that they are full and will not have rooms available until the normal check in time. The issue is not the denied early check in, as I am fully aware that it is not guaranteed, but the lack of discretion in the service delivery. There was no attempt to even check the available inventory or if the rooms will be cleaned slightly earlier. Again perfectly understandable for a 3-star, but discretion is the key to luxury. When I was finally able to check in I requested an ice bucket to be delivered to my room, and was told there is an ice machine on the corridor. Again that was not an issue- but the machine on my floor was out of service, and repeated call to request it fixed nor to send a bucket up was not responded to. The room is not properly sound insulated with traffic noise clearly audible throughout the night, and also from the restaurant 7 stories above. At least they have a decent taste in music. On check out I was told that hotel management will revert with a response to my feedback, but of course that was not to be, but given the performance of the property, that should have been expected. To sum up, while it was a nicely appointed property, this hotel cannot deliver hospitality to a standard expected of a Grand Hyatt.

The hotel was very clean and the room service food quality and price was much better than expected. The HVAC worked very well and was advanced but very simple to use

Sewer smell in room with no attempt to change room. Had to request an iron on 3 separate occasions before it was brought to the room.

We stayed at a room that was so outdated and right by the roof units (you can hear all the units working and it was very disturbing) but we were willing to oversee that. Unfortunately we had an incident where the air conditioner wasn’t working in the first room they gave us. We had to call the front desk but the phone wasn’t working. We went downstairs and were able to change rooms, but the new room had mold on the sink in the bathroom. I brought it to 3 different peoples attention, with them mentioning every time that they would get it taken care of right away. But unfortunately nothing was taken care of. I even mentioned to the last person I spoke with that I have two little kids and it’s hazardous and he said he’d send cleaning right away, but like I mentioned nothing was cleaned when we got back. We had to come back again on the 22nd and the room we stayed in was in a so much better condition and overall better. The only difference is the first stay was booked using Hyatt points, which I am not sure if that’s what they leave the outdated disgusting rooms for.