City Avenue Hotel

The breakfast was the worst I’ve ever had. The bread tasted like cardboard, and there was no heat under the hot plates, so the food went cold. That seems unsafe if it isn’t kept at the right temperature, and I understand hot food has to be held at a minimum of 63 degrees under EU law. There are cheaper, better breakfast options in Sofia. Either improve it or stop serving breakfast. Our room’s heating was another problem: it reached a ridiculous 47 degrees celsius, we had no way to turn it down, and had to leave the window open. There were some good points during our couple of nights visiting Sofia earlier this minths. The location was pretty decent, near Opelchenska Metro station. The room was dated but clean, with a comfortable bed and a really good shower. Reception staff spoke good English and were helpful when the Yellow cab didnt worl, they ordered a taxi.

We paid our minibar bill and city tax, even though our flight was only a few hours away. We told the hotel that paying didn’t settle the matter and that we planned to take it further, expecting at least a refund for the first night. My friend had suggested deducting the 89 lev cost of that night from the 110 lev minibar and city tax bill, so we could pay the difference to acknowledge how bad the first night was. The woman at reception treated us like thieves and pests and wouldn’t listen. When we left, the rude attitude and the expectation that the two-hour late checkout was a reward were shocking. We saw it as a small first step toward an apology and proper recognition of our complaint. I don’t think a two-hour extension, worth 17 Euros 50 Cents, was enough goodwill for what happened. We had paid around £200 in advance for a superior twin room. When we arrived at 3am Monday, we were given a double room. The young man on reception said the hotel was full and that in Bulgaria a double room is twin, and we had to remind them in advance if we wanted two single beds. When we asked for another bed, he reluctantly brought a very badly worn camp bed and made me carry it in the lift to 503. He brought sheets and left them on the side table. I had to set the bed up myself. My friend was waiting at reception and was told it was all sorted, but when he came up, the bed still wasn’t made. There were stains on the floor and faeces stains in the toilet bowl. We moved to 501 midday Monday, and from then on the stay had no major issues.

The room had potential, with a cosy, spacious feel, but the peeling walls and mold were disappointing. What really spoiled the stay was a bald employee’s behavior. While I was parking, he came up aggressively and said, “Is this how you park, bro?” He stayed hostile after that. It’s frustrating to be treated that way when all I wanted was a pleasant stay, and the rude staff left a bad impression.

The staff were rude and dismissive, speaking to me unprofessionally. I felt they treated me differently from other guests, and it left me uncomfortable and unwelcome. There was no hot water, the room was cold, and neither heating nor air conditioning was available. Breakfast, which was included in the booking, wasn’t provided. Basic services weren’t delivered, and the stay was unacceptable. This hotel isn’t what it used to be.