This is VIP property but the reception has no idea what is VIP membership- they are surprised I ask for free room upgrade. Same frustration with reception on my check out : As a VIP gold member you get 20% discount on food & beverage, but I am being told “No”. The hotel is nice historic property in best Sofia location. The reception staff should attend a training about VIP members treatment.

Junior suite No VIP expedia recognition No window No change of towel next day No coffee station refilled Air conditioning working poorly Reception very difficult to reach Well situated Clean Fast elevator Attentive staff when reachable

AC was not on, and needed key card to be inserted. Room was +26 and took hours to cool down. They informed in a poor way. Bed was very good. The room had difficult system to put on light. %Lars

Right in the centre of Sofia. Metro station in front of the hotel. Well kept large room. Very good breakfast. Luxury design from 1950s with recent equipment.

Really friendly and helpful front desk. Shout out to Konstantinos and Anastasia who were really helpful on check in day. Overall ratings low as the hotel is dated and service not consistent. We had friends who stayed in the same hotel and didn't get their room cleaned at all despite requests being made. Not expected for a 5-star hotel. Value for money not quite there. The friendly and helpful front office staff salvaged the situation. I wouldn't choose this hotel again.

Very central and convenient

The positives, lovely building/lobby. Good size rooms. Comfortable bed. Good size TV. Negatives, very tired and dates room furniture/appliances. When I rang down for reception no one answered after 14 attempts so had to physically go to the reception each time. No menu for the minibar which is always worrying, I asked the guy on reception twice for it and he said he didn’t know it was down to house cleaning. Very strange. It’s an ok stay but better value in Sofia for less money. 3 stars for me.

Quick pit stop stay. Clean, friendly staff, would stay again

The hotel is conveniently located, with easy access to major attractions and public transportation. The staff are efficient and courteous, and the breakfast offers a wide variety of excellent options.

Really nice hotel and location was perfect.

Location is ideal but the hotel has nothing to do with the past. Decadence. Pity.

Everything was beautiful, especially the view to the Cathedral. Lovely place.

Gem of a place to stay.

The hotel room and the entire hotel was filthy.The hallways were full of dust bunnies and the carpet looked like it had not been vacuumed for weeks.we were there for 5 days and housekeeping did not clean the common areas once.Our hotel room was worse. It smelled of human waste- urine and feces. I brought it to the attention of reception the day we checked in and his response was “I don’t know what housekeeping does but we can’t offer you another room as we are booked up”.whenever we made a request their response was that they would get back to us but they never did.we had booked another room in this hotel for the end of the month but quickly canceled.we travel a lot and this is the worse hotel we have stayed in and would never recommend it to anyone

Amazing stay

Excellent city centre hotel

Nice large room, in the middle of the city. Good breakfast

Hotel is great. Excellent location, very clean, staff very helpful. Our second time at this hotel and will come back again for sure

Very central to everything in Sofia, lovely hotel, that is being renovated but its not really disruptive to the guests, and if you stay on upper floors, those are mostly renovated. We had two rooms, one on the 1st floor, not renovated yet, but still nice and on the 4th, renovated, modern. The staff is lovely, very accommodating. The only thing I'd say is that the housekeeping needs some better overall guidance. They dont sweep the floors so there's dust bunnies everywhere, hallways, at the elevators, in the rooms, and it gets all over you. We stayed a week at the hotel so we started to really notice it. We only asked to have our room cleaned on night 4 of a 7 night stay and they didn't change our sheets, they didn't sweep the floors and we only got fresh towels because I specifically left them on the floor to indicate we'd like fresh ones. Thats my only criticism or note, the housekeeping standard needs some lifting. Everything else great!

Great hotel, super location in down town Sofia.Breakast on the average.Had 2 stays there.In second stay I was checked in to a room with no functioning aircondition.( outdoor temp 28 celcius)The hotel was almost fully booked but they found another ok room for me.Did they know the room I was first checked-in was bad....?

I have been staying in this hotel for 30 years and through each change of management it has gotten better and better. Very good services and quality for the money. Excellent value. Will continue to stay here.

We had stayed at this property 2 years ago and loved it. They renovated it since and removed all the old world charm. They put in all these touch screen operated lights and shades and climate control that are difficult to operate. Our A/c didn't work upon checkin, I went down to the desk, the agent said oh, I can see you have it on (very big brother of him) I said yes, but its not working. He did something and it started up. In the middle of the night, it went off again. My husband went down to the desk to tell them an d again, they did something and it went back on. Our last night, it didn;t matter what we did, it wouldn't go on. I went down to the desk, They sent up someone who did something and it eventually went back on (this was after 11PM). It went off again in the middle of the night. Our kids were in another room and they had no problems. But, you can't call yourself a 5 star hotel and not deal with your a/c issues. Especially when a guest complains 3 times

Great hotel, very clean with great amenities in the heart of the city conveniently located on the Serdica metro station.

First room: no a/c, tv didn’t work, phone didn’t work. After 3 hours of maintenance going in circles trying, we went to the front desk. They said “here. Change your room.” Gave us a new room card. No apology or offer for assistance for a speedy move since we had already unpacked. We moved to the second room. A/c worked for the first night and then quit. The bar service was less than friendly and made it very clear that they were not pleased that we only wanted a drink and not food at this time. This stay was part of our 3 week trip through Eastern Europe for our anniversary. We would NOT stay here again. And we certainly do not recommend it!

Great location and helpful, friendly staff. Breakfast was nice and restaurant was spacious and comfortable with a view of the sidewalks - cafe feel but inside. Bedding was especially comfortable though figuring out all of the buttons to operate lights was interesting. Great rooftop view.

Very convenient location close to everything that you want to see in Sofia…

With a central location right beside the Serdica Metro Stations and near the Saint Nedelya Cathedral at the heart of the city. The service was also excellent and the staff were highly competent. I would most likely stay here once more as it is convenient to explore the city on foot.

This is an excellent hotel. It is clean. It is a gorgeous hotel. Service is outstanding. It is on a metro line and only 5 minutes to a major shopping street where there are dozens of excellent restaurants. Staff are friendly and helpful. The breakfast buffet is excellent. Five stars all round.

Love our stay at the Balkan Palace. Thanks for having us.

The rooms just dirty!! The carpets on the corridors have to be cleaned more than a month. It was terrible! If could get my money back I ll be happy! It was the worst hotel I ever stayed! Stay away from that ! At the what to say about access with a car and parking!! Disappointed

There were limited parking spaces and the attitude of the traffic attendant was absolutely unprofessional and rude.

It is the best location for a tourist in Sofia.