Sofitel Reviews 30

Bali, requested help & delivered. Solo traveller, stunning beautiful room 6012, pool access so easy, immaculate & luxurious, excellent tv channel availablity, appreciate attention to detail & love the shower area, easy access safe, glorious pools, buggy tfrs easily & quick. Personal tastes accommodated by Marini within Club Millésime making my stay so enjoyable 😊

We had a very nice stay at this hotel also with the help of one of their manager Tom who helped us to find the best solution to spend our vacation in this fantastic resort.

We stayed in the Accor Creekside, Dubai, and experienced poor service. At check-in we were allocated a requested non-smoking room and the room stunk of used smoke. We asked to move rooms and left this with Reception whilst going out. Upon returning at 9pm, Reception said that no alternative rooms were available and that they had called me several times. There were no missed calls on my phone. They clearly had not called me. They offered us to spray air fresher in the room!! We then asked for a refund and to check-out, after which 5 minutes later they had an alternative room for us. Not only where Reception Staff put out and annoyed by all of this, clearly written all over his face, why say there were no alternative rooms to switch to and why say they called us several times to explain. The offer to spray air-fresher was bizarre as it was funny. Extremely poor service from staff, poor smelly rooms and a very limited breakfast choice. This hotel used to be good when it used to be part of the Jumeirah Group. Sorry for the poor review but the experience was awful and the room cost was over AED 1050 (+ GBP 200) a night.

This is for Sofitel in Gatwick London airport: i use this hotel as a stopover quite often, i always have the same problem with them....the heater is not working; i have to call always the reception, then someone needs to come to my room, then that someone, needs to go downstairs and ''turn on'' the heating. this is supposed to be sofitel and they make it so hard to have heating in the winter. horrible.

We booked at the Sofitel Nile Downtown in Cairo, and then had a terrible experience with the management of reception. We cancelled, and stayed elsewhere. Since then I've tried to contact the hotel management to discuss our experience, but that seems to be impossible: they seem to be totally incommunicado.

Lovely! Always great service

We booked expecting a 5-star family stay. Instead we experienced serious safety and service failures:
Electrical hazard: exposed wire in a socket. I was shocked, reported it immediately; maintenance never fixed it. Two days later my wife was shocked too.

Broken glass left near children: a glass broke in the restaurant; staff did not clean it for ~20 minutes despite repeated warnings, until a staff member got injured.

Buggy transport delays: the property layout forces you to wait for a buggy; we often waited ~20 minutes at the entrance with small children.

Car rental arranged via hotel: vehicle supplied had a broken headlight, discovered at night while driving.

Refund not honored: we left early after 4 days; the hotel agreed to refund the unused nights within 2 weeks. It has been 4 weeks and nothing has been refunded.

Sofitel Shad Al Madinah. Wow
Such an amazing and welcoming place to stay. Reception staff Sara is so welcoming and receptive. Together with Zeina they attended to my every query with a smile.Very positive attitude. Facilities was spot on and the proximity to the masjid was great.will be staying again soon.

Sofitel sunrich tianhe Guangzhou
First they offered different room category with down grade
Second on 18sep 2025 at 9:55 the breakfast most of food was empty and tables were dirty with no staff serving the guest bcs of too much guests (as they said) An excuse worse than the sin

I thought this hotel is one of respectful hotels.
Unfortunately, the are stealing our company money and they have the worst management in Abu Dhabi corniche brand. They requested to provide them with Diesel then they didn’t pay. We will file a court case against them.
We need from them more than 74,000 Dhs.
Management ate hiding themselves and they have no excuses. They block our company nos , and everytime we call them, they claim they have audit ( more than 2 months ). Unprofessional management

I wanted to book a stay, park and fly package at the Heathrow T5 Sofitel, but their website is pretty much impossible to navigate on a phone and not much better on a PC. They seem to have forgotten that the purpose of their website is to allow people to book stays rather than watch videos of the hotel, although based on the other reviews I’m seeing, it looks like this was a lucky escape.

Happy with my stays here in Heathrow London T5. It's highly priced but I couldn't really fault the room and the convenience of being right in the centre of the terminal.

On one occasion they forgot to put drinks in the fridge of the King Room.

The room was a little cold and the heating didn't work, also there aren't many sockets for charging devices.

I booked Sofitel Istanbul Taksim via Booking.com and paid 42,000 TRY at check-in by card. After just one night, I checked out due to horrible smells in the room, a closed and broken pool, torn bathrobes, and endless demands for extra payment — even for basic services.

Hotel management promised a refund of 32,000 TRY, issued a signed confirmation, and told me the money would be sent after the national holiday. It's now been over a week — no money, no reply.

Booking.com ignores the case. The hotel doesn’t respond.
My bank confirmed: no refund attempt has ever been made.

This is not just bad service — this is straight-up theft under the disguise of a luxury brand.

I strongly advise anyone against staying here. If you decide to book, assume that whatever you pay — you’ll never see again.

Shame on Sofitel for allowing this hotel to bear their name.

Wonderful luxury hotel chain - always a pleasure to stay in a Sofitel

I don’t even know where to begin with the horrible experience I had at the Sofitel in London Heathrow Terminal 5, especially for a hotel that is marked as 5-stars. In my opinion, it is at most a 3.

I checked into the hotel, and even though I paid for the room before we entered, there was a failure on the screen of the receptionist. However, the card machine showed that the transaction was successful, and my card got charged, which I showed to the receptionist. The gentleman told me that they would check with their manager and update me promptly.

I heard nothing afterwards, and assumed everything was fine. Fast forward to the next day where I had already checked out and had travelled to a country where I could not make phone calls or use data unless I wanted to get a hefty charge per day, and I see that the hotel had charged my card AGAIN.

All this mind you happened with no contact via email. I did not receive a failed transaction confirmation, or an invoice, nothing. Obviously worried, I had to activate my mobile services abroad to get in touch with the hotel accounting staff to get confirmation of what is going on.

Not only did the hotel charge me twice because of a failure on THEIR system, but had I not contacted, they would have not released the first holding payment - which by the way I am still yet to see reflected on my bank account.

I had to get in touch with the hotel staff on two days while I was on holiday, causing me not only distress while on holiday, but also charges to my mobile line because I had to clear things up with them properly and receive all proof in case I run into any issues with my bank.

Naturally, I contacted the hotel asking to kindly reimburse my phone charges, for I only had to use them in order to get in touch with them on something that was THEIR mistake. Only to be met by a response by Jeenet, the receptionist manager “The hotel is unable to assume liability for charges related to calls made from a personal device. Our scope is limited to releasing or refunding amounts directly charged by the hotel.”

I have family in the hotel business, so I have experience on proper customer service when the chargers have been done solely due to the lack of communication by the hotel staff. This behaviour from a 5 star hotel is horrendous, unsympathetic and your staff should be ashamed that because of their incompetence you won’t compensate the charges I had to incur in order to promptly get in touch with you.

The hotel did offer me a discount for my next visit, but after such treatment - who would want to visit this place again?

I even attempted to contact Mr. Alessandro Mortillaro about this issue and was met with silence.

I suggest to anyone reading this review who wants to be treated decently by a 5-star hotel to avoid Sofitel like the plague, and to look at other, more affordable alternatives from the moment that this is not a 5-star hotel experience.

To the staff, I hope in the future you prioritise proper customer service rather than rushing to take people’s money (twice!), without attempting to inform them beforehand. Shame on you.

We stayed at the Gatwick North Sofitel as a treat for a lovely to start to the holiday. Unfortunately we found the extra money paid a complete waste, due to the limp pizzas served in their restaurant and the tired dated rooms provided. This is not a VIP experience as promised on their website.
Our room needed redecoration and the bathroom was very dated in a black and white style with a very skinny shower that allowed water to splash over floor when in use creating a dangerous situation.
The sink design has the bowl set back to far and the extractor fan was not working causing serious condensation.
A bit of a con and very disappointing

Had a junior suite at Sofitel BKC Mumbai

Feedback:
Room service - in hibernation
Room - dirty
Cleaning service - took 7 hours

Rather tired and dated. However Mumbai booming so no incentive to improve!

DO NOT USE PARK AND STAY. We parked our Tesla with them only to find our vehicle has been used to drive from Gatwick to Reading train station. The theft of our vehicle was reported to Sofitel and an official complaint made. The hotel are not prepared to take responsibility for the unsanctioned use of our vehicle when we were on holiday. ABSOLUTELY DISGUSTING, the hotel cannot guarantee the security or illegal use of your vehicle.

Sofitel Heathrow T5: I'm a London taxi driver of 20 years. I've dropped here many times before without a problem. On this particular night (not tonight - but it was in January), about midnight, I was hailed by a man, without luggage who was staying here and had previously checked in, but had been in central London for the day.

The barrier issues a ticket, you drop at the door and have to speak to the desk staff to ask them to let you out/validate the ticket. I followed this procedure as I'd done before, but this night, despite asking very politely - as always, the pompous man behind the desk who resembles Mr Potato Head was having none of it, sneering "You have to pay, sir" at me.

I resolved to pay at the barrier and promised never to bring another passenger here. Fortunately for me, the ticket got stuck in the machine. I probably inadvertently screwed it up when Mr P.H. was being rude to me and I was imagining doing things to a jacket spud that shouldn't be in a review. I rang the hotel from the exit barrier and a lady answered who opened it. It's £9, by the way, so I'd say I had a lucky escape - literally. Once bitten, twice shy; I won't be dropping here again. For those wondering, it'll be under the 'compellability' rule.

When I pulled up to the entry barrier at the beginning, there was a minicab dropping a passenger at the barrier with one large suitcase and one small, who turned the car away without entering. It's a hundred yards uphill to the door. I laughed at the time, but I know why now. It's looking like this bloke has introduced his own new rule recently and the minicab driver was wise to it.

Twenty years I've been a cab driver and that night the Sofitel T5 became the only place I've ever refused to go - and it's their own fault. So, if you get charged an extra tenner when you get there, by a minicab/taxi driver, you know why. I hope this also serves as a warning to my colleagues: Mr Potato Head wants your nine quids.

The Rose Lounge is perfect for work meetings. There is also a business hub- just a tiny room- with a computer where you can go to make calls and send emails. The business hub is often occupied, but a useful facility to have. Overall, a solid option in London's St James.