City Avenue Hotel in Sofia

stayed at this hotel many times in the past and always had a good experience. Unfortunately, this stay was completely different. There was no hot water, no heating, and breakfast was not available even though it was included. These are essential services and not minor issues. The staff’s attitude was rude and dismissive, and I felt uncomfortable during my stay due to how I was treated. Very disappointing experience. I would not recommend this hotel in its current state.

1. The AC can only be turned on by pressing a button on an uninsulated circuit board hanging off of it
2. The carpet in the hallway has rips, dents in the floor, and dried up yellow liquid (assuming this was from someone throwing up)
3. Queen size bed was left with a single size duvet. Wasn’t enough to keep me warm overnight.
4. There were no toiletries (soap, shampoo etc.)
5. There were NO towels in the room

I stayed at this hotel and found the room cozy and spacious, though the peeling walls and mold were a letdown.

The real disappointment, however, was the behavior of a certain bald employee. While I was parking, he approached me aggressively and asked, “Is this how you park, bro?” - a phrase that seems to sum up the hotel’s idea of hospitality. He continued being hostile.

It’s frustrating to deal with such hostility when all I wanted was a pleasant stay.

Overall, the hotel had potential, but the rude staff left a bad impression.

I paid around £200 in advance for a superior twin room. What we got at early hours 3am Monday was a double room we brought this up to the young man on reception he told us the hotel was full and that in Bulgaria double room is twin and you have to remind them in advance it is two single beds.

We asked for another bed he reluctantly got a very badly worn camp. He made me carry it in the lift to 503. He carried bed sheets, he then placed them on the side table. I myself had to set up the camp bed, he left and my friend was in reception waiting he was told by the young man all sorted and when my friend came up he saw like me the camp bed was not made up. Also there was stains on the floor and the toilet had faeces stains on the bowl.

We was moved to 501 midday Monday and from that point onwards the stay was without any major issue.

We agreed that we was given a two hour free extension to our late check out. This comes to 17 Euros 50 Cents. I do not believe this small gesture of goodwill is enough to provide suitable remedy to the issues on the first night.

When we left we were shocked at the attitude and rudeness and expectation the two hour late check out was seen as a reward rather than what it was a small start to a proper apology acknowledgement and recognition that this complaint deserves a better goodwill gesture.

My friend made a compromise to take in the account the one night stay being 89 lev and our mini bar usage and city tax being 110 lev take off the 89 lev we pay the difference to acknowledge the terrible first night. However the lady on reception had abhorrent behaviour making us out to be thieves and pests and refused to see reason.

We paid our minibar bill and city tax knowing our flight is leaving in a few hours and we explained if we pay we take this matter further with the expectation of at least first night refunded.