Great hotel, pity about the service
07/08/2019 Michael T, Melbourne, Australia
The general build quality of the hotel is exceptional for Bulgaria, and my room is one of the best I have had over the past few years. It is spacious, well laid out, with a really wide desk area for e... more
The general build quality of the hotel is exceptional for Bulgaria, and my room is one of the best I have had over the past few years. It is spacious, well laid out, with a really wide desk area for example. There is a hushed quiet that you associate with premium quality. The best option if you are flying out the next day.
But although we booked the shuttle from the airport terminal in advance it took over 15 mins for the luggage to appear on the carousel, and I just missed a shuttle. Not to worry, I settled down to wait in case it came back after 30 mins. It did, but didn't stop and I came out the door from the terminal to find it disappearing down the road. I had made the mistake of stepping just inside because it was over 30 Celsius. Rather than wait again, I decided to pay 10 lev for a taxi, but I wasn't happy.
I told my tale of woe while checking in and they give me a voucher for a free drink, specified as either a cocktail, soft drink, beer or wine. I read the description of the cocktails on a sign at the door going in to the restaurant and decided to choose one. But it is Wednesday, and the head waiter explains that they serve cocktails only on Thursdays!
It goes on! I asked for a lemon soft drink, which was acceptable. A few minutes later a waiter appears and serves me a sparkling mineral water. I decide not to contest the issue - too hard.
I call for the bill, only to find that the mineral water is listed on it. I call over the head waiter to protest, who thinks it was something additional I ordered after the lemon soft drink: 'did you get the lemon drink?' 'No'. OK, they remove the drink from the bill.
I retire to my room exhausted....
They really have to do something about the service in this country. less
SvetoslavPanev, General Manager at Best Western Premier Sofia Airport Hotel, responded to this review
Thank you for your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations regarding our F&B service. We will overview our procedure for complimentary vouchers and make sure such case will not happen again. We do our best to keep our guest satisfied and we do provide free drink vouchers to our guest's of the day.
Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.