Due to the limitations of a short business trip to any capital city, I sometimes rely on the hotels facilities in order to refuel between meetings and will therefore choose hotels with the facilities to cater for that.
Having arrived late on the Wednesday evening, I wasn’t expecting the restaurant to be open and had made arrangements on the plane to get a bite to eat.
However, on reviewing the evening menu that night, I was very much looking forward to enjoying the restaurant on the Thursday evening, following a number of meetings that day. Unfortunately the restaurant had been completely booked out for a private event, which somewhat marginalised the other hotel guests who had also paid for this facility during their stay.
Room service was not available and therefore the only option was to leave the hotel and find a restaurant. Not great service when everyone staying at the hotel will have an expectation of using the restaurant and we were not informed prior to that evening that we would be excluded from this facility, and for what - more important guests?
Another example of bad service was when I asked for an iron and ironing board, in order to prepare for business meetings the next day. I certainly wasn’t expecting someone to iron my shirts for me, and whilst I am more than capable of carrying these items to my own room, I would have expected the staff to have delivered these items to the room and not hand them to me in reception to trudge back with.
The night I arrived was around 10pm and I was unable to get hot water for a shower that evening. The window had also been left open, which led to mosquitoes in the room, which were annoying to have to eradicate and ultimately I didn’t fully succeed and then had to endure a few insect bites over the next couple of days. Fly mesh should be added to windows, if they are going to remain open.
Anyway, I was comfortable enough for a short two night stay but was a little disappointed with the customer service, which was polite and professional but perhaps thoughtless is the best way to describe it, so overall, not impressed. I will probably look elsewhere now, when back in Sofia. less