Stay here at your own risk. Tried to arrange pickup of keys 24 hrs in advance as directed in the booking info. Called the number provided numerous times the day prior but no answer, ever. Expedia tried to call, again no answer. Sent chat messages via Expedia app to hotel, no response. Landed in Sofia, again called hotel, no answer. Went to Penthouse Suites at 2 pm check in time, no one there. Stood with our luggage in the street. We had to book and pay for new accommodations. We finally did hear from someone at Penthouse Suites, by that time it was too late as we were already checked in to our other hotel. While we never got to see the room in person, the entrance has graffiti all over it and is not at all welcoming. Refund? Had to argue with Penthouse Suites for many hours over 2 days, they claimed we were liars and neither us nor Expedia tried to call them - yet they somehow had our multiple phone numbers which I only left via a voicemail message. They were rude and refused to provide a refund. Expedia said the hotel policy has to be honored which was no refunds. Penthouse was being allowed to steal our money. Eventually after days of complaining we received a refund for only 1 day but lost the rest of our money. Expedia gave us a $50 credit only after asking, however half of our trip to Sofia was ruined by this terrible experience with Penthouse Suites. I would not chance staying here. How would you ever get ahold of the manager should you have any issues?