Earth & People Hotel & SPA — Hotel in Sofia City

Title: Disappointing Experience - Not Worth the Hype

I am genuinely surprised by the positive reviews for this hotel. My recent stay was far from pleasant. Here’s a detailed account of my experience:

Room Conditions:

The rooms were unclean and emitted an unpleasant odor. The carpets were old and stained, adding to the overall discomfort. Despite requesting room service multiple times, the room was not cleaned during my stay. Service:

The service was subpar, with staff showing little interest in assisting guests. Most interactions with the staff were frustrating; they pretended not to speak English when complaints were raised. The manager did not even make eye contact when addressing issues. The staff, although not entirely at fault, appeared untrained and overwhelmed due to understaffing. Common Responses from Staff:

"I don't know" seemed to be the go-to answer for any query or complaint. Why is the room not cleaned? "I don't know." Why is there a 120 BGN bill for the bar? "I don't know." When will the gym open? "I don't know." Can you play the UEFA 2024 match on the TV in the lounge? "I don't know." How can I watch the football match in my room? "I don't know." Can you arrange the bed to be a sofa for one night? "I don't know." Why is the room price higher than last time? "I don't know." Why is mineral water priced higher than yesterday? "I don't know."

Breakfast:

The breakfast was monotonous and lacked variety. Staff during breakfast service were inattentive and unwelcoming. Positive Aspects:

The only redeeming feature was the wellness area, which was well-maintained. The professional masseurs provided...

Very poor/bad breakfast.They do not offer/have small spoons for coffee or tea. The most windows in the rooms are very difficult to open and close. Defect. The bed is not working for the third person in the room. All the rooms have the same system. The same bad beds in the rooms.We have been in this hotel for 2 week and get pain in our body from the bad quality of the beds. The fridge in the rooms is are small that it is impossible to buy anything yourself and place it there.We wanted to speak with the manager in the hotel to solve the problems. But managers are not at the place. They are never at the hotels. The personal promise to write to the managers, but not answer. Strange hotel. Many problems, Not mangers to talk to, to solve the problems. I think it is expensive to stay in this hotel with poor service and no body is there so solve them. Some of the personal try to help without results. Because the managers are not there. The complains of the guest are not heard .We talk to other guest, they had the same bad experience like us. The room cleaning was poor,too. My husband ask for the vacuum cleaner to clean our self. At the end the personal/reception could not understand our feedback. They looked angry. They think that all in the hotel is perfect.I think the hotel is not good to except constructive critical feedback. This was a problem for family for 3...

This Hotel is a place where I have been going for almost 7 years until now, and it never occurred to me to write a review about it. I believe that this is so because I really feel the hotel as my own home! ||However, it is, the Hotel is just perfect! It is situated on the Ring Road of Sofia, very accessible to all the malls which are nearby if you are travelling by car. The spa is currently not working due to COVID 19 precautions measures, but I remember before the pandemic the spa (pool, jacuzzi, massage….) was one of the highlights of my stays at the hotel. The rooms are spacious, very clean and modern. There are two wings, i.e. A – old wing and B – new wing. In the second the rooms are bigger while in both wings they are perfectly equipped. ||The breakfast is amazing, on top of the hotel (8th floor) with a great view of Vitosha Mountain and it is buffet. The food, at least for me is the best that I have ever tried in hotel accommodations. The coffee is good quality, too. ||The hotel has private parking (garage) and parking outside which is good and safe as well. The surroundings are peaceful, even though the hotel is situated near the Ring Road. The overnights and sleeping there are relaxing and great charger of my batteries. ||The staff is kind and helpful and even the managers are very kind. ||I definitely recommend this place...