Hotel Coop, Sofia

Very Disappointing Service – Not Worth the Price I recently stayed at Hotel COOP Sofia and had an unpleasant experience with one of the receptionists, Mariana. When I called the reception to request some ice for my room, she informed me ,in a rather rude tone ! That the hotel does not deliver ice to rooms and that I had to come downstairs to collect it myself. As I tried to explain that I had received ice in my room the previous evening, she abruptly hung up the phone. When I went down to the lobby to clarify the situation, I told her that her behavior was unacceptable and that an apology would be appropriate. Instead of apologizing, she claimed she was “too busy” and that there were “too many guests,” although the lobby was completely empty at the time. She then asked, again in a dismissive way, whether I still wanted the ice. I requested to speak with her supervisor, but she pretended not to understand what I meant. Eventually, she brought me a small amount of ice in a paper cup. Only after I insisted did she return with an ice bucket and tongs. This level of service is far below what one would expect from a four starts hotel of this category. The experience left a very negative impression, and I will certainly not stay here again. Aside from this, the hotel’s facilities are average at best and do not justify the price. The only real advantage is the availability of parking, which also comes with an additional charge of €12 per day.

good service as per expectation, staff are helpful and able to communicate in English