Mercure Sofia City — Hotel in Sofia City

BEWARE OF THIS HOTEL, THIEVES! I would like to share this review as the Mercure Sofia City hotel continues to ignore my several e-mails and phone calls. I stayed at this hotel the 15-16th October on business trip. At checkout unfortunately I left a bunch of clothes in one of the entrance drawers and upon I realized this, I contacted the hotel via their email address hc1g1@accor.com the same day, asking them to check and return my bag on my own cost obviously. For my second and third email I didn't receive any reply, so I decided to call. At the reception a disturbed woman told me that she's unable to check anything, as "all the systems are frozen" but she will pass the information to the night colleague and will call back. No need to say, noone called and my e-mails are still unanswered after 5 days! Dear Mercure hotel, in case my bag was lost (let's face it, the cleaning personal can steal it) I would have accepted a reimbursement as you must be insured agains thefts, but ignoring the complaints is simply unacceptable and I will raise my official complaint against you at Accor Group. In the meanwhile, dear future guest, AVOID this hotel if you don't want to put at risks your valuables and accept the minimum level of...

We were extremely disappointed with our stay at this so-called "high-end" hotel. From the moment we arrived, the experience was unpleasant. The young man at the reception wouldn't make eye contact, stared at the floor the entire time, and mumbled so quietly we could barely understand a word he said. Completely unprofessional and unwelcoming.

To make matters worse, we were charged 30 BGN for parking without any prior notice. At these prices and with the hotel’s supposed star rating, parking should be included or at least clearly communicated upfront. This felt like a hidden fee and left a very bad impression.

Even more concerning was discovering that there are two separate price lists – one for Bulgarians and one for foreigners. The prices for foreigners were exactly the same numbers as the Bulgarian rates, but listed in euros – meaning twice as expensive! This is not just dishonest, it’s discriminatory and unacceptable.

Overall, this hotel does not live up to its stars or its prices. The service was poor, the practices were shady, and I would not recommend staying here to anyone. There are far better options that treat their guests with respect and...

The hotel was rather modern, with very large rooms. Clean, nice floor heating and good shower. Two bottles of free water in the room upon arrival (refilled every day). The breakfast is solid, but could be better for a hotel of this category (e.g. the possibility ordering an omelette or a fried egg would be nice). The reception could be greatly improved though: Long queue for checking in and out (and the second person at the counter walks away instead of checking in people too). No fast checkout with dropping the keycard in a box (Why the need to pay in advance, then?). Hotel bar also underwhelming: Zero proactivity. If several people sit down, taking orders would be my expectation. All in all, it is a nice hotel, but at that (pricing) level more could...