Nice rooms, comfortable bed. Wonderful and warm staff! The restaurant is excellent. Stayed there for a couple weeks for work and every morning at breakfast was greeted by smiling faces and delicious food. Great selections, and plenty of options and variety. Slavka the mgr was incredibly sweet and even one morning after I slept through breakfast hours because of a late work night, she organized something nice for me. It’s the little personalized details like this that matter! Home away from home.
The number one reason we keep returning to the Sense in Sofia is because of Slavka! She has been taking care of us for several years now every time we come to Sofia during breakfast. The Sense has great food and a lovely rooftop restaurant with a 360-degree view of Sofia. Seriously, go see Slavka. You won't regret it :)
While the hotel itself is very nice, the service was atrocious - particularly from the front desk woman Jana. She was extremely rude (quite honestly I don’t know what criteria the hotel uses to hire it’s staff, as I have never experienced more attitude from a customer service staff member than from this woman), provided us an unsafe crib for our baby and when we inquired to see if there is anything that can be done to remedy the situation she told us there was nothing she can do (again with the most massive attitude you can imagine as if my request was so frivolous!). So providing your 8 month old child with a mattress that was initially 3 inches too short and later after they swapped out the crib and leaving the same mattress which was now TOO long and can thus suffocate my baby? “Nothing we can do”. This woman should not be working in any type of customer service position and needsto get fired asap as she clearly does not understand the concept of service and customer is always right. Such a disparity between this woman and five star hotel and the service you would expect from this type of establishment. Furthermore, this front desk woman Jana, was clearly unhappy with my inquiry about a safe crib the day of check in, and carried on residual vengeance as the day of checkout I nicely called to ask for itemized receipts for the 3 rooms we had booked and was confronted again with massive attitude. She proceeded to tell me that no one from my family “had passed thru the front desk to check out” the 2 of 3 rooms we had indeed departed from hours prior (@sense hotel Sofia, please do check your surveillance as I saw with my own eyes when my kids handed their keys to the two rooms over to this exact woman). So she was pointlessly lying to me simply to create friction and confront me with further attitude again for absolutely no reason. Additionally, I saw another person here commenting about staff entering the rooms when the do not disturb sign was on and the hotel responding that did not happen. I can tell you that all 3 of our rooms were entered several times when our do not disturb sign was on including my room on the day of check out before I had checked out.…
I love staying at the Sense hotel. The cordiality and professionalism of the whole team are beyond words. And the greatest experience you can get at the Sense is at breakfast time. Slavka and her team Miriam, Maria, Victoria and the rest of the staff are amazing! So kind and professional. They make me feel at home. Looking forward to my next stay at the Sense Hotel
I was positively surprised by the upscale design, interior, friendlyness of the staff and the excellent food and drinks I had. The rooms are spacious and all interior is of outstanding quality. I can definitely recommend the roof top bar and restaurant. Looking forward to my next stay at the Sense Hotel.
Sense hotel in Sofia is an amazing place for the business trip stay as well as family stay. The team at breakfast is super customer oriented. Slavka always remembers what kind of drink you had and tries to accommodate whatever may be needed. Great caring team. Appreciate the experience with your Hotel.
Noise, caused from small building works that started at 9 AM, just a few meters away from our room. Leaking shower due to the zero protection of the tub glass. Breakfast in the exact same area (9th floor), where rooftop bar clients had smoked just a few hours prior breakfast time. Totally inadequate waiting service: waitresses who don't speak Bulgarian, but instead of explaining to you so in English, they simply turn their back on you, so you find yourself constrained to ask twice for the same thing other two people from the staff. Inadequate reception service at check-out, except for the great, middle-aged guy, who helped us with our luggage. First and last time here.
It’s a good hotel, but there are some details for a 5 stars hotel. The spa is small and the water where not so clean. The rooms were comfortable, but our bathtub was spilling water all over the floor. The breakfast is not so varied, and the worst is that the coffee takes long time to arrive (despite there are not so many people) and you have to pay the second one! Clean rooms. People is neutral, not always welcoming and smiling. It has an external restaurant very elegant in the first floor (so book before you don’t find a table) and a rooftop bar with a nice view where you have breakfast as well and good food for dinner.
We have enjoyed the wonderful staff at this hotel. I wanted to mention Slavka who works on floor 9 has incredible customer service. She always makes my family and I feel so welcome. She is highly professional and presents herself very well. She deserves the very best at this hotel.
im staying at the sense hotel for many times a year and i wanted once again to express my appreciation for the whole team for the great service im getting there from the moment im checking in till the check out they will always help you with any issue you need and resolve it very fast special thank you to Mrs slavka koteva from the restaurant that is always with a big smile on her face, full of energy and happy to serve you and make sure nothing is missing . she is a real professional in hospitality ! thank you as well to the whole kitchen team that knows already how i like my breakfast and preparing it immediately as i enter the restaurant is a big pleasure to come back every time to this hotel – it deffently feels like second home 😊 well done! avi
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