Ibis Sofia Airport Hotel

My husband and I flew into Sofia and stayed one night at this hotel to catch a very early flight the following morning. We called the hotel requesting shuttle and were told to wait in a specific area at the airport. We did. The moment we saw the van pull up I waved to get the drivers attention that we were the ones being picked up. When he stopped, he rolled the window down and in a very rude and annoyed tone and look on his face said “Ibis Hotel” I replied, yes we are staying at the Ibis hotel. He put the van in park, got out, opened the back door and stood there. He didn’t offer to help load our luggage. Absolutely unfriendly and unprofessional. We arrived to the hotel and again unloaded our own bags. He did not deserve a tip. We walked in and checked in. The young man at the check in desk was very nice and friendly. Thank you for welcoming us! You were nothing like our driver. We were told to come down to the lobby the following morning at 4:10am to catch the very early morning shuttle. We did. We got to the lobby at 4am. They gave us a sack breakfast since we were leaving so early. An apple and a sandwich. As we waited for others to come down, we noticed a family come down who spoke Bulgarian. Immediately one of the employees started making them their coffee. Why didn’t we get asked if we’d like coffee? Oh, that’s because we didn’t speak their language. Then my husband and I noticed an employee and the family that spoke Bulgarian start to quickly walk out the door. In a panicked look I looked at my husband and said I think we should follow them. We literally felt like little lost puppies running after them. No one made an announcement saying it’s time to go or approach us and tell us “Sir/Ma’am the shuttle is heading to the airport. No communication whatsoever. Again, this driver (different than the one we had the day before) was rude. He helped the Bulgarian family with the luggage, but not us. How sad this makes me that people aren’t universal when it comes to kindness regardless of the language barrier.
The room was okay and basic for one night. Only complaint is they should vacuum their floors because there were a lot of dust bunnies. Sweeping only pushes everything around. My one star of service is due to the drivers.

If hotels are in the service sector, this cannot be a hotel. There is no need to put staff at the reception for nothing, they are of no use. The hotel has a shuttle to the airport. I ask when the service will arrive and he says he doesn't know. I say it's important but I have a flight and he says I don't know. Also, the rooms are small and it is a hotel far from the airport. It is also far from the city center. The only good thing was the breakfast. It is definitely not suitable in terms of price vs performance.