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Disappointing stay – well below the standard expected from Hyatt
**Disappointing stay – well below the standard expected from Hyatt** Overall, a disappointing stay, mainly due to the service. Check-in was mediocre, and many staff appeared bored, uninterested and reluctant to help. There was little initiative or willingness to go beyond the bare minimum, with even simple requests feeling like an inconvenience. We received an upgrade to a "garden-view" room, although the view was underwhelming. Rather than much of a garden, we looked directly across at neighbouring balconies, including a fridge/freezer being kept outside on one of them. It certainly didn't feel like much of an upgrade. There was tea and coffee in the room but no milk. When we called to request some, there seemed to be little understanding of such a simple request, and we eventually went downstairs to sort it out ourselves. The general attitude actually put us off trying the hotel restaurants. If this was the service we were receiving as hotel guests, we had little confidence in the dining experience. The parking experience at checkout summed things up. We asked whether hotel guests received a parking discount and were told yes. The receptionist applied it and charged it against our deposit without explaining the amount. When we asked how much, she seemed annoyed and simply replied "50% off". When I asked 50% off what, her response was essentially whether I wanted the full or discounted price. Either amount would have been useful—I can work out 50% myself! It was the attitude and lack of communication rather than the cost that was frustrating. The steam room and spa facilities were pleasant, but the wellness and fitness area is small. The pool is more suited to using the wave machine for swimming in place than conventional swimming. All the relaxation beds were occupied despite the hotel not appearing particularly busy. Several people had recommended another hotel in Sofia and, with hindsight, we wish we had chosen it. This was especially disappointing after staying at Secrets Sunny Beach, also within the Hyatt portfolio, where we experienced much warmer and more pleasant service. As World of Hyatt members, we regularly consider Hyatt properties when travelling, but loyalty alone isn't enough when the hospitality falls short. We wouldn't return to Hyatt Regency Sofia for either business or leisure, even for the opportunity to earn or use points. The biggest improvement needed is staff attitude, initiative and genuine hospitality. The service simply wasn't at the standard we have come to expect from Hyatt as a whole.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for taking the time to share such detailed feedback about your stay with us. We are genuinely sorry that several aspects of your experience, particularly the service, communication at check-in and checkout, and the handling of your in-room request, fell short of your expectations. We understand your disappointment, especially as a World of Hyatt member who has experienced the warm hospitality of other properties within our portfolio. While we are pleased that you enjoyed our steam room and spa facilities, we recognize that these positives did not compensate for the shortcomings you encountered. Your comments regarding our team’s attentiveness, initiative, and communication are taken seriously, as genuine hospitality should be reflected in every interaction with our guests. We regret that we did not deliver the experience you expected and would welcome the opportunity to discuss your feedback further at sofia.regency@hyatt.com. Warm regards, Atis Zaharans General Manage
Good location and excellent hotel
The hotel is in a great location for exploring the town. Staff all very friendly & helpful and everyone speaks English very well. The suite was very well equipped with lots of space, including there access to the exec lounge, where the canapé selection 5-7 was excellent. Good choices for breakfast in the restaurant.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Anna, Thank you for your wonderful review and for highlighting the aspects that made your stay with us special. We are delighted that you enjoyed our central location, the spacious and well-equipped suite, and the selection of canapés in our Regency Club Lounge, as well as the breakfast offerings in our restaurant. It is particularly rewarding to hear that our friendly and helpful team made you feel welcome throughout your stay. Your kind words are greatly appreciated, and we look forward to welcoming you back to Hyatt Regency Sofia for another enjoyable visit. Warm regards, Atis Zaharans General Manager
Stay in ancient Sofia
A nice place to stay in Sofia - the Bulgarian capital, where one could enjoy food, historical places, and many other sights / attractions
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Lyubomir, Thank you for your kind review. We are pleased to hear that you enjoyed your stay with us and found our hotel a great base for discovering Sofia’s rich history, local cuisine, and many cultural attractions. Our central location makes it easy to explore the city and experience its unique blend of ancient heritage and modern life. We hope to have the pleasure of welcoming you back to Hyatt Regency Sofia on your next visit. Warm regards, Atis Zaharans General Manager
Business Meeting
Excellent customer service. Staff is very courteous and extremely helpful. The hotel is located in the middle of the city and makes everything very accessible. Plenty of restaurants around and a very safe area.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Tahira Thank you for your kind review and for choosing Hyatt Regency Sofia for your business meeting. We are delighted to hear that our team’s courteous and helpful service contributed to a positive experience. It is also wonderful to know that you appreciated our central location, with its convenient access to the city’s restaurants and attractions, as well as the surrounding area. We truly appreciate your feedback and look forward to welcoming you back on your next visit to Sofia. Warm regards, Atis Zaharans General Manager
The best hotel in City Center
The best hotel in Sofia! The rooms are beautiful and comfortable, the food is excellent, and the service is outstanding. The location is perfect, situated in one of the best areas of Sofia, making it a great choice for both business and leisure stays.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you very much for your wonderful review and for your generous compliments about our rooms, dining, service, and central location. We are delighted to hear that you found your stay comfortable and enjoyable, whether for business or leisure. Your kind recognition of our team is especially appreciated and serves as great encouragement to us all. We look forward to welcoming you back to Hyatt Regency Sofia on your next visit. Warm regards, Atis Zaharans General Manager
Best Wedding Venue in Sofia
A great stay and a fabulous wedding celebration! The team was excellent and went out of their way to make sure the bride and groom had an amazing experience. Most of the guests extended their stay and managed to sample the food and drinks at both the Revolutionary and the Scene. Even the summer storm did not ruin the roof-top experience as the bar team quickly organized inside seating for all guests (and it was quite a crowd on Saturday night)
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Lachezar T., Thank you for sharing such a wonderful review and for choosing us to host such a special wedding celebration. We are delighted to hear that our team went above and beyond to make the occasion memorable for the bride and groom, and that your guests enjoyed experiencing both The Revolutionary and The Scene. We are especially pleased that our rooftop team was able to respond quickly and arrange comfortable indoor seating when the summer storm arrived, ensuring the celebration could continue despite the weather. It was a pleasure to be part of such a memorable occasion, and we hope to welcome you and your guests back to Sofia in the future. Warm regards, Atis Zaharans General Manager
The best hotel in Sofia!
The people are amazing. They are friendly, helpful and knowledgeable. Globalist benefits exceeded expectations. The rooms are clean, spacious and quiet. The location can't be beat.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for such a wonderful review and for calling us the best hotel in Sofia! We are especially pleased to hear that our team made such a positive impression with their friendliness, helpfulness, and knowledge, and that our Globalist benefits exceeded your expectations. It is also great to know you enjoyed the clean, spacious, and quiet rooms, as well as our central location. We truly appreciate your kind words and look forward to welcoming you back for another exceptional stay. Warm regards, Atis Zaharans General Manager
It could ve better
Good food and breakfast im the Scene restaurant but not satisfactory housekeeping in the room. Team in the restaurant was superb. Team in the rooftop was not very friendly.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for sharing your feedback with us. We’re pleased to hear that you enjoyed the food and breakfast at The Scene, and we’re especially glad that the restaurant team provided superb service. At the same time, we sincerely apologize that the housekeeping service did not meet your expectations and that the welcome you received at the rooftop was not as friendly as it should have been. We take these comments seriously and will share them with the respective teams to reinforce the attentive and warm service we expect every guest to receive. Warm regards, Atis Zaharans, General Manager
Outstanding Stay
We had another wonderful stay and once again left with beautiful memories. The exceptional service, genuine hospitality, attention to every detail, and warm atmosphere made us feel truly welcome from the moment we arrived until our departure. Every member of the team contributed to making our stay comfortable and memorable. It is always a pleasure to return, knowing we will be welcomed with such kindness, professionalism, and care. Thank you for another unforgettable experience. We are already looking forward to our next visit!
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you sincerely for your wonderful review and for returning to stay with us once again. We’re truly touched to hear that our service, genuine hospitality and attention to detail made you feel so warmly welcomed throughout your visit. Knowing that you continue to choose us and leave with beautiful memories is the greatest compliment our entire team could receive. We are already looking forward to welcoming you back and creating another memorable experience for you. Warm regards, Atis Zaharans, General Manager
A relaxing stay
We went to Sofia for a wedding and we had a very good stay. Comfy bed, great service, great food, love the spa. The only complaint is that our air con didn't work but once we called reception they sent an engineer fixed it right away (in the middle of the night!). Staff are very responsive and helpful. I would stay again.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for sharing your wonderful feedback following your stay with us. We are delighted to hear that you enjoyed the comfort of your room, our dining experiences, the spa, and the attentive service provided by our team. We also appreciate you bringing the air conditioning issue to our attention, and we are pleased that our team was able to resolve it promptly, even late at night, to ensure your comfort. Your kind words mean a great deal to us, and we look forward to welcoming you back to Hyatt Regency Sofia on your next visit. Warm regards, Atis Zaharans General Manager
Superb customer service from Hyatt
My wife and I visited Sofia for three days as part of a tour of Bulgaria. We expected a high standard from Hyatt, and our expectations were indeed fully met. The hotel is in an excellent central location, and our room was larger than one often finds from similar hotels. The outstanding aspect of our stay was the superb customer service delivered by Yusef in reception. I became ill during our stay and wished to see a doctor. He advised on a nearby hospital and was very supportive and empathetic.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for taking the time to share your wonderful feedback. We are delighted to know that your stay met your expectations and that you enjoyed our central location and the comfort of your spacious room. It is especially rewarding to hear your kind words about Yusef, whose professionalism, empathy, and genuine care made a positive difference during what must have been a difficult situation. We will be sure to share your recognition with him and the entire team, and we hope you are feeling much better. We look forward to welcoming you and your wife back to Hyatt Regency Sofia in the future. Warm regards, Atis Zaharans General Manager
Just book - you won’t be sorry.
We’re fans of Hyatt and stay in them often. This one exceeded all our expectations. Excellent location, beautiful rooms, warm and welcoming staff. We will be back and we’re excited to stay here again!
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for your wonderful feedback and for your loyalty to Hyatt—it truly means a great deal to us. We are delighted that your stay exceeded expectations and that you enjoyed our location, beautiful rooms, and the warm hospitality of our team. Your enthusiasm and intention to return are the most rewarding compliments we could receive. We very much look forward to welcoming you back for another memorable stay in Sofia. Warm regards, Atis Zaharans General Manager
Clean hotel with excellent spa and breakfast
Beautiful view upstairs rooftop bar at night, incredible breakfast selection and loved the spa which is included with your stay. Can’t beat that!!! Bravo!!
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for your enthusiastic feedback. We are delighted to hear that you enjoyed the cleanliness of the hotel, the spa facilities, and our extensive breakfast selection. It is also wonderful to know that the rooftop bar and its views added to your experience. Your kind words are truly appreciated, and we look forward to welcoming you back for another memorable stay. Warm regards, Atis Zaharans General Manager
Great experience
Great hotel. Spacious and very clean rooms. Great spa and rooftop bar. Breakfast with many choices. Everything was as it should be.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for your kind feedback. We are delighted to hear that you had a great experience and appreciated our spacious, clean rooms, as well as the spa, rooftop bar, and the variety offered at breakfast. It is truly rewarding to know that everything met your expectations and contributed to an enjoyable stay. We look forward to welcoming you back again soon for another seamless visit. Warm regards, Atis Zaharans General Manager
Nice rooms, clean; SPA could be better
Excellent hotel, spacious rooms, comfortable beds. Small issues with the bathroom sewage and the time-based activation of pool SPA amenities
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you for sharing your detailed feedback. We are pleased to hear that you enjoyed your spacious and comfortable room, as well as the overall cleanliness of the hotel. At the same time, we regret the inconvenience caused by the bathroom sewage issue and the operation of the SPA facilities, as these aspects should provide a fully relaxing experience. Please be assured that your comments have been shared with our technical and spa teams for immediate review and improvement. We appreciate your valuable feedback and hope to welcome you again for a more seamless stay. Warm regards, Atis Zaharans General Manager
Go for it!
Loved the property. It is at a very prominent location and right at the centre. Everything felt modern and staffs were extremely helpful.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you very much for taking the time to share your kind feedback following your recent stay with us. We are delighted to hear that you loved the property and appreciated our central location, as well as the modern design of the hotel. It is especially rewarding to know that our colleagues made a positive impression through their helpful and attentive service. Your comments are a wonderful encouragement for the entire team, who strive every day to create memorable experiences for our guests. We truly appreciate your warm words and hope to have the pleasure of welcoming you back to Hyatt Regency Sofia in the near future. Warm regards, Atis Zaharans General Manager
Upon arrival and check-in at the hotel, I was informed that the price I was required to pay was different from the rate
Upon arrival and check-in at the hotel, I was informed that the price I was required to pay was different from the rate that had been agreed upon when I made my reservation by phone. No one was able to verify or explain the reason for this discrepancy. As I was staying at your hotel to attend a wedding held in your venue, I did not wish to argue or allow this issue to spoil the celebration. In addition, the staff serving the event in the Vasil Levski Hall were extremely unprofessional and did not provide the level of service one would expect from a hotel of your standard. Guests repeatedly had to call staff members several times and wait an excessive amount of time to be served. The staff appeared unaware of the arrangements that had been agreed upon with the bride and groom, which resulted in numerous mistakes and even verbal disputes with guests. Furthermore, the beverages that had been delivered in advance were not chilled, despite a prior agreement that they would be. Guests also had to personally bring the flowers given to the newlyweds to the staff and repeatedly request that they be placed in water. I do not believe that the experience I have described reflects the standards or the prices associated with your hotel. I hope you will investigate these matters and take the necessary steps to improve the quality of service provided to your guests.
great Hotel.
very good service and friendly stuff. the location is good but not so close to the center. room was clean and lots of space.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you very much for taking the time to share your feedback following your recent stay with us. We are delighted to hear that you enjoyed the cleanliness and spaciousness of your room, as well as the very good service provided by our friendly team. We also appreciate your comment regarding our location. While we are situated within a short walking distance of the city center and key attractions, we understand that perceptions of distance can vary, and your feedback is valuable to us. Your kind words are truly appreciated, and we hope to have the pleasure of welcoming you back to Hyatt Regency Sofia in the near future. Warm regards, Atis Zaharans General Manager
Hyatt experience at its best
Another pleasant stay at this wonderful hotel in the very heart of Sofia. All major attractions are within walking distance. Do not miss the exquisite cuisine at the hotel restaurant.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you very much for sharing your kind feedback following your recent stay with us. We are delighted to hear that you once again had a pleasant experience at Hyatt Regency Sofia and enjoyed our central location in the heart of the city. It is especially rewarding to know that you appreciated the convenience of being within walking distance of Sofia’s main attractions, as well as the culinary experience in our restaurant. Your continued support and warm words are truly appreciated, and we look forward to welcoming you back again soon. Warm regards, Atis Zaharans General Manager
Relaxing family weekend away
Location is very good, very central and a good base to walk the city. Value for money for room only was excellent - we chose to eat out at local restaurants so I can't comment on the food. All the staff we encountered spoke good English and without exception they were all friendly. Check in / out was easy, rooms were clean, spacious and comfortable - ours had air con. Spa area was very clean and not too busy. The Scene (rooftop bar) was very pleasant although drinks a little more expensive (not ridiculous and you have to factor in the rooftop scene). The hotel was quiet at most times. I would definitely stay here again if visiting Sofia (we were a family of six adults / 3 rooms) and can highly recommend.
Atis Zaharans, Other at Hyatt Regency Sofia, responded to this review
Dear Guest, Thank you very much for taking the time to share such a detailed and thoughtful review following your recent family weekend with us. We are delighted to hear that you enjoyed our central location and found it a convenient base for exploring Sofia on foot. It is also wonderful to know that you found the rooms clean, spacious, and comfortable, and that the check-in and check-out process was smooth. We are especially pleased that our team made a positive impression through their friendliness and English-speaking service. We are glad you had the opportunity to enjoy the spa facilities and the atmosphere of The Scene rooftop bar, as well as overall a quiet and comfortable stay for your family. Your kind recommendation means a great deal to us, and we truly look forward to welcoming you and your family back to Hyatt Regency Sofia in the future. Warm regards, Atis Zaharans General Manager
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