I would give this hotel negative 5 stars if I could and I haven't even stepped foot in the place.
As a business professional I must travel often and have stayed in many luxury hotels. Never have I had an experience such as the one I had with Sofitel. I made the unfortunate mistake of booking my week long stay at this hotel online. I received my email confirmation stating that there is some 72 hour cancelation policy which is pretty standard.
A few days later when my business travel plans changed and I needed to cancel the reservation is when things went from bad to worse. I called to cancel within the 72 hour policy and the reservation customer service representative obliged accordingly. Thinking nothing of it until I got my credit card statement that I found out Sofitel still charged me for the entire stay!!!! I called the hotel and they said they they didn't have a record of my credit card on file!!!! Finally they found my reservation and told me that in their terms and conditions the 10th one down it states there are no refunds for cancelations, period!!!! I asked why didn't the rep tell me that at the time of cancelation and she said and I quote, "yes, she should have told you". No apology, no "let me see what I can do", no nothing.
I must also point out that the terms and conditions are not displayed on the screen when you're reserving the room. It is emailed to you once you have already paid which is too late. I called my credit card company and they have temporarily refunded the amount pending their investigation. When I called the hotel back to see if I can continue with my reservation they told me they had booked my room to another guest! So they're not out any money and are actually collecting twice for the same room!!!!
DO NOT, I REPEAT, DO NOT STAY AT THIS HOTEL. THERE ARE SO MANY LUXURY MIAMI HOTELS THAT HAVE ETHICAL BUSINESS PRACTICES.