Hotel Marinela Sofia

Such a prestigious hotel, such poor and disrespectful attitude towards the CUSTOMER.
I wanted to check out right after breakfast and then go to the room to pick up my luggage. The front desk person said “No, I can check you out, only when you have the luggage with you. How do I know that you will not stay in the room after you have checked out”. I was really shocked. This is the first time someone tells me that.

I turn to him and said that “you show no respect to the customer. You imply that I am not a descent person and that I would have stayed in the room without paying”? !!!! Of course I left without saying a word.

And the “comedy” goes on. 5 minutes later, in the check out, they asked me if I had something from the mini bar and I answered that I didn’t. What did they do? They called the cleaning lady to check!!!!! And to confirm that I was not stealing!
COME ON GUYS. This is not an attitude of a professional, working in such a brand. And of course it is not the employee’s mistake. MANAGEMENT has its share as well for failing to properly select and train people or having the right procedures under which they should operate.

1 member of staff was nice, rooms were clean and hotel was unique. Japanese restaurant was great. Room service and reception service were poor. All staff seemed miserable to work there. No air con, when you called reception, no one answered. When you went to reception to ask for support on anything, the response was sorry we cannot help or no. This was meant to be 5 star, it might be in 5 star surroundings, but the service would have been 0 stars. Given 2 because the hotel was unuasl.

Hotel of Thieves! Very unpleasant environment in terms of safety. Left the jacket in the bathroom next to the reception and when I returned to take it, it was already stolen. 4 star hotel can’t guarantee safety of personal belongings. So strange. Never recommend this hotel to anyone! And of course, the breakfast is terrible, better not to eat at all.

I am female and was staying alone here. The hotel GAVE A KEY TO MY ROOM to some stranger at night and he freely entered my room at 1:30 at night. Shock.

Avoid this hotel if you need privacy, because the reception easily gives the key from the room where you stay to random people who can enter the room in the middle of the night.

When I complained to the manager, he didn’t show any sign of surprise or that he is impressed with this information, and then with a bored face he told that something similar happened last night to their other guests and they have called a police.

So looks like they have complete mess happening there.

Receptionist was awfully smelling with sweat. You need to hang on for 20 min to get somebody from the reception to pick up the phone.
Dirty plates and poor choice at the breakfast as the cherry on top, all those proving that it were not the occasional fails but systematically awful service about which nobody cares.

Also, I paid 380 eur per 2 nights and they didn’t even try to clean my room on the second day.

After several visits to the manager he promised to send some compensation to my account as compensation for the incident but I saw that he is obviously lying to get rid of me.

2 weeks after it is obvious and no money on my account.

Owners of the hotel have been in prison.

But I think more employees shall go to prison because it should be illegal to give access to the guests rooms to random strangers.

Very disappointed. Not to the standard of a 5 star hotel. Loud music. Extremely loud. Service was bad. I asked for refund, they never got back to me.

Absolutely disgusting, appalling, unsatisfactory. I would not even call it a 1-star hotel. The rooms are in a very dilapidated condition. It’s the end of October, but the staff refused to turn on the heating so I was completely freezing overnight and got sick. No extra blankets in the room and I asked for one multiple times at reception, but one wasn’t provided. The cleanliness was non-existent. Cigarette burns, coffee stains, loose hairs could be found on the carpet in the room and the bathroom floor, drain and sink. The service is miserable. The staff is very rude and incompetent. There’s loud music throughout the night and some very questionable people hang out in front of the entrance. I didn’t feel that the staff cared about the guests, nor did I feel safe with the all-night blasting music and shady figures standing in front of the hotel and walking the halls. The only nice thing was the breakfast honestly.