City Avenue Hotel by HMG

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.

Worst hotel experience I have ever had - we paid to leave tired, sick, angry and with body pain

Good sides of the hotel: Very big and spacious but old and unclean rooms with bad lightning.
Kind staff which is unfortunately not effective when it comes to resolving negative situations.
We received a complimentary bottle of wine and a plate of some season fruits which was a nice gesture but absolutely not enough to make up for my ruined time with my partner who I see for a few days once every 1-2 months :)
The breakfast is not bad but absolutely nothing special - again the bare minimum from a hotel which is about to be closed.
Since the bathroom was leaking, we were transferred to an "upgraded room". Not sure how much this is on the positive side since when we requested this at reception, we were told "no promises" but after escalating to booking, they gladly did it :) The only difference with the not upgraded room is that it had a sofa and a couch chair instead of the two smaller chairs in the previous room. The TV was also bigger.

Bad sides: 4 days of not a single drop of warm water, hence the luxurious experience of showering with wet wipes and cold water. Bonus: getting sick and paying to go to a salon to have your hair washed.
PS: There was an outage in that entire region for which the hotel is not responsible. However, the hotel is responsible for the fact that their heater was broken and they only called a technician on the next day which still did not resolve the issue because the heater did not have the capacity to cover the hotel's needs - basically whoever gets lucky, gets the water :)
"Nothing we can do attitude from staff"
Discrepancies between what hotel staff says and what Booking representatives say in terms of available options for addressing the issue.
Most uncomfortable bed I have ever slept on and the accompanying back pain after.
Unprofessional response when attempting to find a mutual agreement on adequate compensation and being called a "hand twister" when expressing my opinion of what I believe is a reasonable responsibility taking on the hotel end.
Dangerous objects in the rooms - my boyfriend hurt his foot on that metal object on the ground.
Photos of the hotel absolutely not as reality
We were explained that the hotel is due for closing and this is why everything is in a bad condition, however, I don't think that this is the guests fault and they should be the one suffering.
I hope this helps everyone to make their choice and not have the experience we had.

While the reception is quite nice, rooms unfortunately very dated, dimly lit and quite depressing looking. Unfortunately nothing quite like the pictures in there's website. Noisy room depending where you’re located, the carpets are dirty, wallpapers peeling and bathroom has seen a better days too. The room smell aulful. This is my worst stay so far. Hotel is short walking distance from a metro station.