A luxury hotel for sure and every attempt to make our stay perfect had apparently been put in place to ensure an uneventful stay …or so we thought! A week before our stay an email arrived from Geraldine, the Guest Relations Officer, asking how we’d like our room, what bedding, our arrival times etc etc and if I required any extras – I asked for a couple of massages to be booked on our second day and got an email back saying the hotel would contact me if the bookings couldn’t be honoured. On arrival there was no record of either our spa booking or the choice of newspaper I’d requested. The paper was duly re-ordered but front of house couldn’t resolve the spa issue. As this was a very special weekend and I thought I’d covered every eventuality I was a little taken aback at these oversights – particularly as it was clear that my original “requests document” had been received. The spa issue was passed to the lovely Geraldine to deal with. She popped along less than an hour later while we were having lunch in The Balcon and had sorted everything so “issue” resolved with apologies. Lunch was good. Wine and drinks are expensive as in any luxury hotel, but to be fair it was excellent quality wine. Service was absolutely spot on and is a further 12.5% of the advertised prices – friendly efficient service and a dining room with the loveliest of atmospheres.
We had been upgraded from a standard to queen room so this was a reasonably sized room for a central London hotel... it was clean and most of the usual in-room offerings were provided. Surprisingly there was only 1 robe and one “set” of shampoo/conditioner/body wash…but 2 sets of towels!?! A room service visit sometime during our evening out remedied the shampoo etc. but not the robe. Sofitel seem not to provide any body lotion which in my experience differs from the majority of luxury hotel group bathrooms.
Just before we were dressing for dinner (not at the hotel) the doorbell rang and a beautifully decorated anniversary chocolate delight was brought in. It was very thoughtful of the hotel and a nice touch.
We slept well and in the morning, despite all my previous day’s best efforts at check in – guess what…no paper! Grrrr!We went down quite late for breakfast. Breakfast was very average – given the “headline cost” I’d probably say it really wasn’t anywhere near worth it – there was a lot of choice to be sure, but our cooked breakfast was well below par. We asked for eggs cooked to order instead of taking the pre-cooked options on offer at the buffet. Not only did these take an age to come, when they did arrive the “toast” was just triangles of pale cream, cold & soggy disaster bread!! (I went off and made us some toast to save time). It seemed that someone had been dispatched from the kitchen with our plates to select the bacon/sausages/beans/tomatoes atc from the buffet a good few minutes before the eggs were ready – consequently most of the breakfast, eggs apart, was no more than luke warm. A disappointing cooked breakfast at best.
Then the massage – despite the previous day’s kerfuffle arranging it and the staff “squeezing us in” it didn’t seem that busy – but it was exceptionally clean, comfortable and enjoyable. I’d recommend it.
Check out was a breeze and again very professional.
All in all we enjoyed the Sofitel immensely despite a couple of hiccups but as for returning – I’m not so sure I’d go straight back – I think I’d probably try the competition next time just to see if £350 with them gets everything right!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I thank you for your constructive feedback.
I am sorry for the inconvenience caused with the misunderstanding with Geraldine. Please rest assured that this does not reflect our normal standards. Therefore I will liaise with the Front of House Manager about this matter in order to avoid any future occurrence.
I am also sorry for the missing second bathrobe and body lotion in the bathroom. Again this is not up to our standards.
Despite the challenges you have experienced on your last stay, I hope you will give us the opportunity to welcoming you back with our undivided attention.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.