Mercure Sofia City

I would not recommend this hotel in any way. Most things did not work in the bedroom…. Safe, sockets, showers barely worked, no tea making facilities. My room was not attended by housekeeping 2 of the 5 nights I stayed there. Breakfast just about edible but hot food was lukewarm and overcooked and plates, cutlery frequently ran out. The dinner which was part of my package was appalling….. mostly inedible and many evenings we were guessing what the meat was. No choice. The staff seemed hardworking but understaffed. Zero atmosphere in the hotel. Joyce September 2923

Think twice before you commit to this hotel . Very tired and in need of refurbishment, safes did not work ,sockets did not work, paint and paper peeling, shower hanging down. Breakfast could be described as adequate at best. Evening meal disgraceful. On the plus side the rooms were large , bed comfortable, plenty of hot water. The staff were friendly and helpful.

The main factor that give the most impression to the guests about the hotel are the staffs. Perhaps the reception team requires more of a customer service training to be more hospitable and be more polite to the guests. I found only one receptionist-lady who had able to put her job by heart. She deserved a recognition. She even handed me leaflets of tour options. The rest, especially the guys were worst. They have no proper courtesy on dealing with tourists/guests. Housekeeping, though we can’t communicate each other that much are more polite. Disturbing guests in the other room was a problem. The Hotel don’t have a security team to stop those nuisance. Even the night shift receptionist did not do anything to stop that. It was really a headache specially for me who had an early morning pick up for the next day tour. The scrambled eggs was Still with egg shells. It was a total stress.

If you could, I would give 0 - because of the hotel, because of the total lack of responsibility from the management, customer experience and customer satisfaction are certainly words that will remain misunderstood by the entire staff of the hotel chain! In short, I booked 3 rooms for foreigners who come on business trip The guests arrived at different times late Sunday night and next morning they all wanted to move out and change hotels due to several issues with the rooms they had. The complaints of all guests from all rooms on two different floors were the same: 1. Problems with hot water - the water in the bathrooms is sometimes hot and sometimes cold and it is difficult to take a bath, constant change between cold and hot water and the inability to adjust it. It was confirmed as a problem by the front desk person. 2. High temperature in the rooms - all guests complained that the rooms were very hot and it was not possible to adjust the temperature. This was also confirmed as an issue that was known to the hotel staff. 3. Poor internet connection - the guests were foreigners and relied on the internet at the hotel but unfortunately it was almost impossible to use. The guests were so disappointed that even after the few hours spent in the hotel (literally under 12 hours) they were unwilling to look at other options that were offered by the front desk and wanted to move out immediately and move to another hotel. The most interesting thing is that for two months now there has been absolutely no feedback from the hotel, no matter how many times I have tried to contact them. In this way, customers are definitely not won.

5 days, 5 business meetings, I am more than happy. Food is delicious, staff is friendly and always ready to make your stay joyful. You need to try Orient restaurant, this place is magical… they have a gym and Shisha bar. If you want to see sunset you can go top of ten hotel it’s a great panoramic view.

Breakfast- cold, no variety of products, no quality at all Room - almost broken …everything is absolute disaster. It is dirty and smells like pub Housekeeping - the worst i ever met!!! Every morning they open the door without asking is anyone there. Every f….ing morning they weak me up!!!