I just came back yesterday so wanted to add this while fresh in my mind.
All the staff at the hotel should be sacked as their lack of enthusiasm and customer service was absolutely pathetic. They were very unfriendly rude and arrogant this can also be extended for majority of Bulgarian's from the taxi drivers to shop assistants and even the hookers we came across. Although they were getting paid for the service but they could not care enough or show any emotion apart from looking grumpy and miserable. One thing I realised was the only way you can get a response or a smile from Bulgarians was to be rude and arrogant as them and eventully they will be willing to speak to you. Apart form the staff the hotel was good, just watch out for the lift door and beware of hidden charges, e.g when you order toast you will get charged more for the butter then both coffee and toast put together. And if you are getting (free) transfer to the hotel from the airport it is not free a taxi only costs 15 leva.
