Maison Sofia - MGallery

It is ok, adequate hotel, off city center. The service is good, the rates are also quite reasonable. However, location is not great at all: it is too noisy early in the morning, and the walls are too thin. For light sleepers, like me, it is challenging to get a good night sleep. I asked for quiet room, but didn't get it, despite my Platinum Accor status. My status wasn't acknowledged initially, then it ended up ok with my stay. Rooms are fine, clean, good sized, with nice abd spacious shower. Not much going on inside hotel. I haven't tried breakfast, for 25 Euro it appears to be too pricey. All in all, it is definitely ok, 3.5 out of 5, not quite 4. Can be certainly better, but not worthy of excellent MGallery brand, not what I used to see in MGallery hotels in Europe.

I cannot fault this hotel, the service, the ambiance and the general sense of calm you vet from being here is without compare. The water feature with the turtles us a nice touch too. The best thing about this hotel is the service, Hristo and Fani deserve a special shout out, they clearly enjoy their job and are amazing at it.

I loved the vibe of the hotel & the amenities, especially the pool & sauna. I went on a brief business trip and enjoyed that the hotel had everything I needed for a comfortable stay. My room was super clean and spacious, yet had a cosy vibe. You can see that the hotel recently got renovated. :) The staff was also really attentive and friendly. Will gladly be back :)

Sadly I have to agree with the negative feedback left by other unsuspecting guests on the fact that the level of customer service here is shambolic; customer service should be the heart of a hotel’s ethos, clearly this establishment did not get the memo. Secondly, by no means should this be classed as a 5 star hotel. Positives: On an international short business trip, this hotel was suggested to me due to proximity for my meetings as well as being within a reasonable taxi ride to Sofia Airport. Below was my experience and suffice to stay subsequent business trips to Sofia have been booked at an alternative hotel where a free full cooked breakfast is also included in the much more reasonable price. Negatives: 1. The manner of some reception desk staff members was what can only be described as disrespectful, insolent, sarcastic and unhelpful as though the guests were an irritation -one in particular was a young woman with mousy hair with her constant eye rolling and looked as though she were an angry expelled student working there as a toilet cleaner and who had been asked to cover reception as there was no one else around -she in fact turned out to be a full time reception desk employee? The reception manager came across as equally arrogant, dismissive controlling and unhelpful and was also clearly bullying another member of the reception team a male staff member who appeared to be in fear of his boss . This 'manager' appeared to have very little respect for female guests too. Other reception staff were also noticed rudely conversing in their language in what consistently appeared to be a hostile manner- as a 5 star international hotel they should be speaking English to the American and British guests who were made to feel as though they were being talked about and were an irritation. There was a general air of aggression and unfriendliness , obviously the tone being set by the unprofessional controlling and intimidating male ‘Reception Manager’ 2. The décor and standard of the hotel was barely 3 star. Apparently this is part of the Accor chain of hotels and recently underwent a costly refurbishment to modernise it? My room was a beige and bland den of gloom; there was an unpleasant sewage type smell coming from the corridors on my floor which pervaded the whole area. The room was on one of the higher floors and all night I was disturbed by something banging near the window, possibly a flag pole or a canopy? The choice of TV channels was poor . The pool area and the seating area where you can view everything from the reception floor looked like something out of the 1980’s . Needless to say we had no desire to use these facilities. The interior was terrible and distasteful in decor and furnishings -this was a million miles away from a newly renovated 5 star hotel. 3. After a long day I ordered food to my room; it arrived looking worse than what one would expect find from a burger van from the side

Nice hotel. Got an upgrade to a pretty good room. The Internet is not very good quality. Also for working, if you are a business traveler, the desk is small and there is not a normal chair with back support or arm rests. This should be fixed for sure! Also the water pressure was not great in the shower. Breakfast was pretty good with a wide selection. Staff was nice. One day, the cleaning service came only at 1830. The mini-bar/fridge did not work at all - it was asked to fix, but no one ever came to take care of it. About 20 minutes from the airport and 20 minutes from town by taxi, but nothing around within walking distance. The staff was friendly which was the best part.

Tuesday night the hotel held a party with music. Extremely loud and noisy. They told me was a birthday celebration and was meant to last up to 1am. I told them I needed to catch an early plane in the morning and they offered me other room in the 4th floor. But I could hear the music with less intensity though. The issue was that in the new room the smoke detector in the wc was on the whole night. Did not switch off as it was broken. It was a nightmare and could not sleep.....

Was this hotel has been recently renovated and is quite nice on the inside, completely lacks any attention to detail For example, I had threadbare towels, several times during my week long stay, which I find absolutely unacceptable even for a one star hotel let alone a supposedly luxury hotel. In general, the reception staff were completely uninterested in helping. Although some of them were quite good, exception, not the rule. The spa space is stunning and really worth a visit. This place is quite out of the way if you are a tourist. It’s about a 20 minute walk to the underground, although you can get a taxi to town, but these weren’t reliable. Overall, I would say that if the management just focused on attention to detail, this place could be quite exceptional, but at this point in time it just doesn’t make a minimum standard for the MGallery brand.