ann E.
Google
I was excited to stay at Sofitel, which used to be my favorite Accor hotel. Unfortunately, this stay was disappointing due to several issues, which I'd like to outline.
**Check-in Chaos**
I tried using the online check-in feature via the app to avoid a long wait at the front desk. However, when I arrived, no one seemed aware of the online check-in. I still had to queue for nearly an hour. There was no proper system in place, even in the members' / priority welcome lane, with just one agent handling everything. Guests were cutting in line, and no one from the staff intervened. The front desk agent was also unfriendly—no greetings, smiles, or warmth. This was not what I've come to expect from a five-star hotel.
**Room Cleanliness**
I booked a basic room, so I didn't expect much, but finding mold in the bathroom and encountering a cockroach was alarming (I have a photo I can share), especially at a five-star property. I didn't complain because the housekeeping team was polite and accommodating, but I felt you should know.
**Disappointing Dining Experiences**
Le Bar had incredibly slow service. Both times I dined there, I had to wait 45 minutes for my bill, even after following up three times. This was frustrating!
At Spiral, there was a mix-up about my breakfast payment, and I was asked to go to the front desk before I could eat, which was nearly closing time. Although the staff apologized, saying it was a system error, it was an unsettling start to my day.
At Snaps, I had another disappointing experience. My friend joined us briefly, but he was counted as a full diner, which affected my 50% discount. Additionally, when I asked for the bill, the server took my phone and bring it at the back office to verify my membership, which made me uncomfortable. I suggested they take a photo of my membership card instead.
**Positive Notes**
The staff at Cocos were attentive and accommodating. Although they initially forgot to include my leftover pizza in my takeout order, they quickly corrected the mistake, which I appreciated.
**Check-out Hassle**
The check-out process was just as disorganized as check-in. The agent said my booking wasn't paid for, which explained the confusion at Spiral. It turned out that I was charged by the front desk agent who checked me in, two security deposits instead of charging my card for the stay and breakfast. So, instead of a smooth check-out, I had to resolve this billing issue.
Overall, I didn't receive the level of service I'd expect from a five-star hotel. My stay was more stressful than relaxing, and I hope Sofitel addresses these issues to improve their guests' experiences. I might consider other five-star hotels in the future if improvements aren't made.