Rude to loyal customers and dismissive to complaints
Booked a room through booking.com and chose to pay a higher price (for an already over-priced room) in return for a free cancellation option and no pre-payment. Nonetheless the hotel demanded my card... more
Booked a room through booking.com and chose to pay a higher price (for an already over-priced room) in return for a free cancellation option and no pre-payment. Nonetheless the hotel demanded my card details, proceeded to access my card (where I had deliberately not left any funds) and cancelled my booking for lack of funds! I wrote to the GM to complain and received a rude reply from a junior flunkey dismissing my complaint offhand.
The management of this hotel is clearly completely free of any notion of customer service, is greedy and not terribly bright either.
The hotel itself is nothing to shout about: definitely not a four-star standard. Severely overpriced rooms (you can get better deals in city-cenre five-star hotels), shockingly expensive food and drink, basic bathrooms lacking even a hook to leave a towel on, tiny bath, dirty shower-head and curtain.
Access to the hotel is difficult, signposting is non-existant.
If you need an airport hotel, go to the Novotel or any other for a superior deal and service. less
Svetoslav Panev, General Manager at Best Western Premier Sofia Airport Hotel, responded to this review
I cannot thank you for making this comment, because you were not our guest and you DID NOT stay in our property.
As General Manager I have never sent you any message our email! Please, share with us all emails or messages that you received from me or any of my colleagues!
Second, I am 15 years in this industry and I have never experienced such case. Somebody who did not stayed in our hotel to comment in such details! This is a shame for you and definitely you will be in our black list for the future.
We always accept constructive feedbacks in order to improve our services and product. However, all comments are from people being our guests.
Look forward to receive any proofs that you were are guest at Best Western Premier Sofia Airport Hotel.
Have a nice day.