Best Western Terminus Hotel

"We stayed at Best Western Hotel Terminus Sofia for one night, and unfortunately it was a very disappointing experience. Although the hotel looks relatively new and modern from the outside, our room had serious hygiene and maintenance issues. There were many live drain fly larvae in the bathroom, especially in the shower area and on the floor. It was also very clear that the room had previously had a water leakage or flooding problem from the bathroom into the room, as the wooden flooring was visibly swollen and damaged. Because of this, the carpet in the room had a very strong and unpleasant smell. The bed linens and sheets seemed clean, but the smell in the room was so bad that we had to sleep with the window open. Before booking, we had read some negative reviews on other platforms, but we decided not to give them too much weight because we had previously had very good experiences with Best Western hotels in Rhodes and Barcelona. Since we were only staying for one night, had limited time, and assumed that another room might have similar issues, we did not request a room change. On the morning of our stay, the elevator was out of service during breakfast time. It was still not working when we checked out, so we had to carry our luggage down three floors by ourselves. Overall, this hotel seems poorly maintained despite its newer appearance. The hygiene problems in the bathroom, the strong smell in the room, and the lack of basic functionality such as the elevator made the stay very unpleasant. This was far below what we expected from a hotel operating under the Best Western brand."

"The moment you arrive they make you feel at home with a warm welcome. They offered us water and small chocolates even though we arrived late at night. Marian and Martin are superb front desk staff members; they are very eager to help and make sure you enjoy your stay. The hotel is across from the Central bus station and has a tram stop right in front of it. The breakfast was delicious and offered a variety of items to please all. The room was fine and the beds are SO comfortable! The place is very clean and pleasant. We had to check out early but they packed two breakfast bags to take with us, what a nice touch before departure! I recommend it highly."

"The hotel itself is quite nice, with a pleasant atmosphere, friendly staff, and tasty breakfasts. Overall, it has good potential and could be a really comfortable place to stay. However, the biggest and most serious issue was the housekeeping. The room felt as if it had not been properly cleaned for a long time. There was a lot of dust, dirty carpet, unclean mirrors, and the bathroom was also not clean. Unfortunately, this seriously affected our overall experience. On a positive note, the staff were exceptionally kind and helpful. Everyone genuinely tried to assist with any issue, and it felt like you could rely on them. At one point, they even helped us contact the airline when we had problems with online check-in, as it was much easier for them to communicate in Bulgarian than in English. Their attitude and willingness to help made a big difference."