We were a party of 4, being led by some Moroccan colleagues on a business tour of the area. I think they wanted to 'show off' the Sofitel, as it certainly has a stunning look from outside and some amazing fit-outs throughout.
However the over-riding memory I have from this hotel was poor service. It was below what one would expect in most 3* hotels and above, but unforgivable in a high-end Sofitel.
I waited about 40 minutes for my bag to be delivered to my room after check-in, then went and got it from the cart in the lobby, where we left it. I was a bit surprised when I was allowed to remove the bag from the cart without being asked for any ID etc. I note others have commented on bags not being delivered to their rooms in a timely fashion.
The nadir is at the restaurant. When 2 of us appeared at the Market restaurant to be seated for dinner, we were simply ignored. Why? I can't imagine. Eventually we intercepted one of the staff whizzing by and we were seated, and asked for some drinks. When they, or anyone else hadn't appeared in 10 minutes we again got up and asked someone. Fortunately it was a young lady who actaully seemed to do most of the work. The guys it appeared were just drones - good for clearing plates etc, but not capable of any order taking or delivery.
The buffet meal itself was OK.
Same the next morning for breakfast. Staff seemed amazed when I asked if we could be seated. The range offered was just OK. I have experienced much better breakfast buffets elsewhere.
The Spa is a feature of this hotel - yet when I called to book a treatment, 2 calls went unanswered and the third was dealt with rather briskly.
I also enquired at the front desk if a (paid) car could be organised for me for an hour tour of the city later in the morning. This seemed to cause consternation. About 3 people were consulted about this request whereupon one of the doormen got some keys and said he would drive me. I noted that I would like to book for later, and they then said "OK, come back later." The drive/tour itself was very good, but I don't see why such a request should apparently be taken as something out of the ordinary.
As some-one else mentioned, there is no desk in the rooms (or mine at least). I note the manager's reason was that they want people to toally relax. Fair enough, but nearly everyone uses phones than need charging, ipads etc. I had to charge my devices on the floor.
Great hotel, but staff are woefully under-trained, from the front desk onwards and especially in the Market restaurant. If service is impotant to you, you may wish to look elsewhere.
I note the manager reads these reviews and often makes comments, which is good. Sir, have you noticed so many comments about bad service, over months here?
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