I have been using this hotel for my business and pleasure visits to New York for several years. It started out very good and I recommended many people to stay there. I have just returned home after a 5 night stay and have to say that standards have slipped. Worn carpet, dirty bottles in the bar, variable service, but I do have a major complaint and want to warn anyone thinking of staying at this hotel. Being an A Club member I booked my stay on-line back in early January. When I arrived to check in I could sense there was a problem as the uncommunicative young French girl behind the counter was tapping away, frowning and not saying much to me. She eventually said she couldn't find a booking, so I produced a print of the confirming email. She then asked if I booked it in another name? No I said, read the email, then she said did I book it yesterday, no I said look at the email. At that point my colleague being checked in by someone else was told that the hotel was full that night (I was particularly concerned as my wife was flying in to join me later that evening). I was then told she would have to go see the manager, clearly this was not improving my mood. She then came back with what I assume was a supervisor and they proceeded to put in all my dates and rates into their system and the only comment to me was that it was lucky I had printed the email! I guess it is lucky as if I hadn't then I am confident they would have sent me away, despite being shown on their system as regular guest. There was no apology that there system had messed up and it was implied that it was somehow not their problem. I was and am angry at the lack of information and apology I was given and the way I was treated by the check-in staff. So my warning to anyone reading this is; DO NOT RELY ON THEIR ON-LINE RESERVATION SYSTEM, EVEN IF YOU GET FOLLOW UP EMAILS - ALWAYS CALL THEM TO CONFIRM THE BOOKING AND TAKE A PRINT OUT OF THE EMAIL, OR PREFERABLY DO NOT USE THEIR ON LINE SYSTEM AT ALL SO THAT THEY FIX IT.
To add insult to injury I had used my A Club points on some vouchers that would off set the cost of my stay. I gave these to someone on the front desk the day before I checked out, and guess what, when I checked out they weren't on my account. I was asked who I had given them to! am I supposed to take names now when I use the Front Desk? After another period of frowning and tapping and what I assume was another visit to the manager I was at last given the privilege of receiving the discount due to me, it turns out that my vouchers had been credited to another room. So basically checking in and out were terrible experiences and ones that have put me off ever going back to this hotel. I would also add that I asked for a quiet room due to being a light sleeper (my usual request) and was given a room a low floor that was next to service elevator, I guess this was so that we could enjoy the sound of the garbage trucks at 4am every morning and the sound of the service elevator fire door opening and closing what seemed like dozems of times as breakfasts were delivered to rooms from 6am. Thanks Sofitel, you really know how to make a regular guest feel special.
The Algonquin Hotel is less than a 100 yards away and has just been refurbed. A colleague stayed there last week and said it was great. I think I know where I will be spending my money in future.
- Also Known As:
- Sofitel New York Hotel New York City
- Sofitel New York Hotel
- Sofitel New York City
- Sofitel Hotel
- New York City Sofitel
- Sofitel Hotel New York
- Official Description (provided by the hotel):
- The ultimate in comfort and convenience, this thirty-story building in midtown Manhattan-a contemporary statement in limestone and glass-is just a stone's throw from Fifth Avenue. The modern-day traveler will enjoy the amenities on offer at this fine establishment, set within easy reach of Manhattan's most celebrated attractions. These include Times Square, Broadway theaters, world-famous restaurants, famous boutiques, art museums and corporate headquarters. Good access to transportation links. ... more less
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