InterContinental Sofia, an IHG Hotel

We've stayed at this hotel 3 times in the past 4 years. Our first visit (06/12) was amazing, with an impeccable room (top floors), a perfect view of the town center, delicious breakfast, and friendly/attentive service. During the next visit (11/14), our room was not on the top floors and was dingy with two broken (visually offset and not attached to runners) drawers and a view of the hotel roof and it's construction materials. The carpet and bathroom surfaces were damaged in several places. The breakfast staff was less friendly and the food offerings had decreased. We did not expect to return after that stay. Our latest stay (04/16) was in Room 322. This time, the carpeting along the hallway and room threshold was dirty and ripped in several places. The room, a non-smoking request, smelled of smoke. Again, our view was of the roof and (probably the same) construction materials. The bathroom fixtures were broken/missing. The shower door was offset and missing key waterproofing - the flood that followed required several towels. A slab of wood hung in the closet fell off it's screws. The service at breakfast was even worse, with only two hostesses, one a trainee. The actual meal was still tasty, so stars for that. We requested the attention of the manager upon checkout, but one was never called. Instead, we had to share our grievances with the front desk staff. As nicely as possible, we complained about the smell and quality of the room. It was not even worth our time to complain as they merely offered to pay our taxi fare to another hotel in town (€5). The room, not including breakfast, was ridiculously overpriced at more than €180 for one night.

Good hotel but rooms are a little too old. Reception is really really rude and had horrible experience. Never going to stay there and probably will stay at another hotel. The manager of the hotel apologized for the behaviour of the staff.