Sense Hotel Sofia

On the website this hotel looks very nice and presentable , and it’s a 5 stars hotel. In reality it’s a big disappointment after staying there for 2 nights.
We booked a Deluxe room, the size of the room is very good and spacious, it has French windows as described on the website, however we were placed on the 2/F, which was a bit low to oversee the st Alexander church across the hotel, besides we can hear very clearly the traffic outside which was a bit noisy. There is no curtains on the windows , there are some boards you can close at night but light could come in between the gap of the boards.
The pillows are very soft and flat and not comfortable at all. They provided complimentary bottle of water everyday but they didn’t refill the tea bags, coffee and milk powder the following day which they claimed will be refilled complimentary everyday. So I called the reception to refill it, a mini bar lady came in and she refilled the tea bags and coffee, after she left I only found that she didn’t refill the Nescafé powder and green tea bags that I like. I was so fed up to call them again so I was feeling frustrated and disappointed.
During check in receptionist Abigail and Okra were friendly and helpful, they told us if we wanted to go to the rooftop bar it’s better to have reservation and we can book at the reception.
So when we decided to book, we went to the reception, the reception staff Mario was on duty and he was reluctant to help us and just told us to go straight to the rooftop bar to ask there. The rooftop bar is a joke as well, we reserved and arrived on time the staff was grumpy and she gave us a table in the middle row despite there were window seats available, the rooftop bar was very noisy with DJ playing loud music and people can smoke right next to your table, our night was then ruined.
When we went to the spa, the staff Christine was grumpy without any smile, she didn’t give us towels, locker keys, or explain the facilities, not until we asked her. We felt very unwelcome.
The breakfast had very little selection, waitress didn’t explain where to get food so we were left to wonder ourselves, there is no coffee machine or tea making facilities, you need to wait to be served and they never refill your coffee.
The service provided in this hotel is not up to standard, they were very unprofessional, I was very disappointed to have come to this hotel.