We stayed here for 4 nights this week. Let me start by saying the staff here is great, from the front desk, to the bars and breakfast folks, to the spa folks. Everyone was friendly, took care of what you asked for, and did so in a happy way. Nonetheless, there were a few things that a business hotel needs to get right to make the stay experience better.
Positives: Hotel arranged a transfer from the airport and it was there, on time, and made it to the hotel, efficiently and pleasantly. Front desk check-in including being welcomed with a glass of champagne--hard to beat. When I asked about changing money, the front desk does not do that but the front door supervisor walked me down to the change place, about 3 minutes around the corner. Excellent printer and copier in the business center. Great spa center staff, who were happy to get you a water or a towel whenever needed. Excellent room service food and staff who brought it--they even prepared a tea for us after closing. Rooftop bar has phenomenal views of the city center from the topic including Alexander's Orthodox Church. Great internet; no limit on the number of devices and no additional costs. Does require daily log-in. Good yogurt, fruit, and pastries for breakfast.
Negatives: Every room does not have an iron and an ironing, unlike say the local Hilton does. In fact, you have to call and ask for one from housekeeping. Then, depending on the number of folks using them, you may or may not get one. If you have a meeting or dinner to go to, plan ahead. But really, is it that unreasonable to have one in each room. One manager suggested the reason they did not do that was because of a fire risk. Really?? The shower in the room has such a narrow clearance on the floor that you cannot open the door and have it clear the bath towel on the floor, thus requiring lots of water on the floor. Unlike many hotels, this one has lots of water pressure and when you turn on the tap, you can guarantee you'll get splashed and wet. The gym has one treadmill, one incumbent bike, several weigh machines, and some free weights. This is inadequate when more than three people want to use the room at the same time. There is a gym next door but didn't seem to have an arrangement with the hotel. Room on the front-street side can be a little loud, the beds are not terribly comfortable, and the heating system has issues the first night of our stay. Same scrambled eggs and sausage served every day; need some variety folks. Often runs out of juice and you have to ask for more. Housekeeping had to be called daily to come in and clean up. Turn down service is basically handing you a bottle of water and a card telling you tomorrow's weather.
Good to know item: If you are traveling with a spouse or significant other, they will add a charge of 20 Lev to the tab. That covers breakfast and the use of the facilities.
Back of the hotel is quieter but with a view; street side, above say the 3rd floor has great views...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We appreciate you taking the time to make us aware of your delightful experience during your recent stay.
We are always pleased to receive praise and acknowledgment of such a positive nature. It is truly rewarding when a guest recognizes our staff’s efforts.
I have taken your comments forward with our Executive Housekeeper, SPA Manager and F&B Manager, as we take our guest comments very seriously and always strive to provide a friendly welcome and we are so sorry this was not the case. Please be assured that the personnel concerned have undergone re-training.
We look forward to welcome you again at the SENSE Hotel Sofia!
Director of Sales and Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.