Oborishte 63 Boutique Hotel — Hotel in Sofia City

I booked my hotel for a Business trip to Sofia on June 13, so about 4.5 months ago. I booked at Sofia Residence Boutique Hotel for two nights for the dates October 27-29. I received an email on the evening of October 25, less than 48 hours prior to my check in time from the hotel stating that they were overbooked and could not accommodate me. This in itself is outrageous because I doubt everyone booked their stay as early as I did and I think because I booked so long ago I should have been prioritized. Additionally, I find it hard to believe that the hotel only just found out that they are overbooked.

The manager offered me (mind you, in a tone that sounded as if she was doing me a great favor) to rebook me in another hotel if I wanted to. I did want that and I let them know to rebook me around the area in a similar hotel ASAP. I got a reply that they had booked me in Crystal Palace Boutique Hotel. You will understand that at this point I would not trust an email from Sofia Residence Hotel stating they'd simply done something so I asked them for a written confirmation. To this they responded that they could not send it tom me since it was night (I found this strange because I am able to book in the middle of the night and still get confirmation) and that they would send it "during the work day." I told them that I would wait only until 10:00 am in the morning of the next day and if they didn't send me anything by then I would be making my own arrangements so as not to end up homeless during my trip to Sofia.

By around 12:00 pm (Sofia time) the next afternoon I still had not received anything from the hotel so I emailed them and said it didn't matter anymore and booked my own stay. The hotel finally responded at around 2 pm (Sofia time) saying it is difficult to get confirmations and that they hoped I didn't hate them (very professional btw).

I am writing this because it is absolutely not okay to treat customers the way I was treated and other people should know that this hotel can be irresponsible and...

The hotel is very clean, with all necessary amenities in the room. The location is good, close to points of interest, but I must point out an important issue: parking. If you are a foreign tourist, you may face serious difficulties finding a parking space, which can cause significant inconvenience.

Unfortunately, our experience was overshadowed by the attitude of the receptionist (the young man with glasses). From the very first interaction, there was a complete lack of openness and willingness to help. His tone and behavior were rigid, showing none of the basic courtesy and hospitality one would expect in a hotel. We felt as if we were not welcome there, which should never happen in customer service.

The most upsetting moment was in the morning, when we came down for breakfast (included in the room price) during the allocated time, only to be told—completely nonchalantly—that the cook had already left. We were traveling with a 5-year-old child, but this did not seem to matter to him. He offered to prepare breakfast himself, although that is clearly not his responsibility, which raises serious questions about the hotel’s organization and service standards. We did not pay for an improvised experience, but for complete services as advertised by the hotel.

I have never written a review like this before, and it is not something I enjoy doing, but I believe it is important for the owners to know that such behavior can undermine all the other positive aspects of a stay. I will not return to this hotel—not because of the conditions, which were good—but solely because of the receptionist’s attitude. People come back to places where they feel welcome, and in our case, that feeling was...

||The hotel is very clean, with all necessary amenities in the room. The location is good, close to points of interest, but I must point out an important issue: parking. If you are a foreign tourist, you may face serious difficulties finding a parking space, which can cause significant inconvenience.|Unfortunately, our experience was overshadowed by the attitude of the receptionist (the young man with glasses). From the very first interaction, there was a complete lack of openness and willingness to help. His tone and behavior were rigid, showing none of the basic courtesy and hospitality one would expect in a hotel. We felt as if we were not welcome there, which should never happen in customer service.|The most upsetting moment was in the morning, when we came down for breakfast (included in the room price) during the allocated time, only to be told—completely nonchalantly—that the cook had already left. We were traveling with a 5-year-old child, but this did not seem to matter to him. He offered to prepare breakfast himself, although that is clearly not his responsibility, which raises serious questions about the hotel’s organization and service standards. We did not pay for an improvised experience, but for complete services as advertised by the hotel.|I have never written a review like this before, and it is not something I enjoy doing, but I believe it is important for the owners to know that such behavior can undermine all the other positive aspects of a stay. I will not return to this hotel—not because of the conditions, which were good—but solely because of the receptionist’s attitude. People come back to places where they feel welcome, and in our case, that feeling was...