Centrally located to main sightseeing areas, and next to Serdika train station which is convenient. Staff not overly friendly or helpful. Room is neat, but dusty in some areas. Had issues with the curtain and bathroom door not being able to be closed. Maintenance was quickly dispatched which was great. He fixed the curtain, but looked at the bathroom door and said 'big job', then walked off. He never came back to fix it the next day.
Had an issue with a double booking being made due to a third party website glitch which resulted in me being charged twice for identical bookings made for the same dates. Had alot of issues trying to get refund from the hotel (who were adamant that they weren't going to refund the duplicate booking charge as it was a 'non-refundable' booking. Yes, I understand what this means - however, I'm appalled that a "five" star hotel is so greedy that they chose to keep the small amount (around $210 AUD) for the booking over showing some good will and making an exception when they can clearly see it's been a double booking error by the agency website. Staff at reception NOT HELPFUL at all - they kept giving me the runaround eg. see reservation team, they're not working on weekends, talk to the agency instead etc. Still have not received refund from hotel or agency. This will surely cost the hotel more in lost revenue due to word of mouth & poor reviews from myself in future
Parking