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“4 hours wait to check in...” 2 of 5 stars
Review of Sofitel Fiji Resort & Spa

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Sofitel Fiji Resort & Spa
5.0 of 5 Resort   |   Beachfront, Denarau Island, Viti Levu, Fiji   |  
Hotel amenities
Ranked #7 of 9 Hotels in Denarau Island
Auckland Region, New Zealand
Reviewer
5 reviews 5 reviews
Reviews in 4 cities Reviews in 4 cities
6 helpful votes 6 helpful votes
“4 hours wait to check in...”
2 of 5 stars Reviewed July 17, 2011

We arrived in Nadi on a 10am flight and as per my request to the hotel more than a month prior, I was hoping we would be able to check in a little bit early. We were advised to come back at 1 (it was about 11am by the time we got to the so we went away, had some lunch and came back at 1.30. Room still not ready - apparently it would be a few minutes away. 40 mins later still not ready and I was told rudely to wait and they would come and get us. Finally at 2.30, I went back to the counter, clearly angry at the wait. Finally they managed to sort us out with room keys (that didn't work properly for most of the stay). A dissapointing one of our two days at Denerau wasted sitting in the hotel lobby waiting for the staff to get their [..] together. Staff at Salt were indifferent/ useless and when charging 1$0 for fries/ $27 for what were pretty average cocktails - you'd expect a little better. The other (blissfully adults only) hotel restaurant we dined at was fabulous, food was great, prices were reasonable given the great cuisine, and service was impeccible. Rooms were nice and clean and comfortable, however 3 x the price we'd paid for a stay on another island and 1/3 the size. In general, an ok place to stay if sitting by the pool surrounded by noisy kids is your thing, but really I think you're missing the whole point of Fiji if you stay here. Nice enough but a bit dull. The rudeness of the front desk and mess around at check in ruined it for us.

  • Stayed July 2011, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lakera, General Manager at Sofitel Fiji Resort & Spa, responded to this review, July 25, 2011
Dear Valued Guest,
Thank you for your feedback from your last stay with us. I was very dissapointed to read of your delay in getting to your room when arriving early. Of course we do try to get all guests into their rooms as quickly as possible so they can enjoy and start their holiday. I'm sorry this didnt happen for you. I was delighted how ever to read that you enjoyed your meal in our signature V Restaurant.
Kind regards,
Adam Laker
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,126 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (434)
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Adelaide
Reviewer
3 reviews 3 reviews
5 of 5 stars Reviewed July 17, 2011

My sister and I stayed at the Sofitel for 7 nights for a getaway from the daily grind. On arrival we feel in love with Nadi and its people. The hotel was stunning and we checked in with ease, Our room was absolutely perfect and our whole experience was extremely enjoyable! The staff were lovely and always a smiling face to greet us where ever we went! No words can describe how happy and greatful we are for the week of memories the beautiful people have given us. I have fiji love and can not wait to be back next year!

  • Stayed July 2011, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Lakera, General Manager at Sofitel Fiji Resort & Spa, responded to this review, July 25, 2011
Dear Valued Guest,
Thank you for taking the time to list your last stay with us, I was glad to read that you had a great stay and that you loved the hotel layout and our friendly staff.
I hope we can welcome you back again soon for another holiday in Fiji.
Kind regards,
Adam Laker
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gisborne, New Zealand
Senior Contributor
27 reviews 27 reviews
16 hotel reviews
Reviews in 17 cities Reviews in 17 cities
72 helpful votes 72 helpful votes
3 of 5 stars Reviewed July 16, 2011

We are regular visitors to Fiji and escape most New Zealand winters for a 2 week holiday with a group of other couples and friends. We stayed at Sofitel again in June 2011 for 7 nights. We stayed at this resort in June 2010 as well (at which time we gave the resort a 5 or an excellent rating in our first review). However, this time around we left feeling that there was definite room for improvement.

Before our arrival, I emailed the reservations from the Sofitel website to request a particular room number, a king single room, and to request that the other 2 couples traveling with us be in the same 'block' as us. I never heard back from them, so I rang and got put through to reservations and the woman was very helpful and obliging and we ended up in units right beside each other. When we arrived at Sofitel, after being in the Yasawa Islands, our check ins were very quick (a lot quicker than last year), maybe less than 10 minutes. This was a huge improvement on the somewhat lengthy wait we had last year. The reception staff overall were very helpful throughout our stay.

When we checked in (and this seems to be a common request in a lot of resorts these days) the resort staff asked for a copy of our passports. Because of the nature of my employment and given that identity fraud is becoming a significant worldwide issue, I especially do not recommend that you allow your passport to be photocopied. The reason that they stated was 'for ID purposes' - give them your drivers license or some other form of ID to photocopy like we all did.

Once again I have to say that if you are just traveling as a couple, I totally recommend requesting a king single room so that you have a couch and lots of extra room instead of another queen size bed being crammed in the room as well.

The Pool activities staff and the gardening staff are also extremely friendly and very helpful if you need to ask them anything - we all thought that they were a credit to the resort. The staff who cover the breakfast period in the morning are also very friendly and helpful. Other staff however let this resort down. One particular staff member in the resort convenience shop is quite rude, and as a result our group tended not to buy anything from there unless we could absolutely help it. Also the service at the Cocktail bar by the reception area, wasn't great either. There was a group of 6 of us there, and only one another couple not associated with us in the bar at that time, and we waited for just over 1 hour from when we ordered our cocktails until we got them. There is a really good band who plays most nights there - the female singer has an amazing voice and is well worth listening too. But because we could get cheaper cocktails and better service at other resorts we ended up spending most of our money and time at neighbouring resort bars.

The breakfast is still good, with a great selection available. You have to pick your time to go though as it can be full and then you have to wait for a table. We were going at 8am most mornings so that we could go straight in. What we did find out midway through our stay was that if you are booked at the Sofitel on an accommodation and breakfast deal that you can dine at the Salt restaurant for an adults only breakfast - and this was just great, can totally recommend it. It was very peaceful and the breakfast selection was good as was the coffees. The reception staff do not seem to promote this during check in. We found out about the adults only breakfast at Salt restaurant through another couple we met at the resort. The service in the Salt restaurant was a lot quicker in the morning than it was in the evenings.

We only had one meal at the Salt restaurant and it was about $40 FJD, was very nice, but the service was quite slow. However this was more due to the fact that it was fully booked and it did not appear that they had enough staff on. The Staff were very friendly and pleasant though. The bakery just before the reception area is also good for food and coffees and is quite reasonably priced.

Whilst i love the Sofitel Pool, I think that they need to designate off an adults only area / end of the pool. During this stay at the Sofitel there were kids running between your lounger and the pool, knocking us as they ran past and bombing in the pool and getting all of our things wet. I realise that the parents need to take some responsibility, but I also believe that Sofitel needs to step up and allocate a certain end of the pool as a designated adults only area, similar to how the other neighbouring resorts have an adults only pool. The top part of the pool walls also need to be cleaned more regularly as we all noticed some scum and oil type build up occurring on the pool walls. Acknowledge though that it is difficult to keep the pool spotless when it is constantly in use.

We also had problems with the cleaning staff periodically not leaving any towels after our rooms had been serviced. This was not a one off event, it happened to all 3 couples on our trip. It happened to us specially 3 times in 7 days. It might seem trivial but it actually got quite annoying as you would go to have a shower and hello no towels, and then we would have to go and find one of the cleaning staff to be able to get some more.

Whilst the service has improved in some areas (especially the reception) it has deteriorated in other areas and for this reason I do not believe Sofitel is anyway close to being a 5 star resort. As stated previously we spent a lot of time at the other neighbouring resorts, both drinking and dining. Particularly liked the Thai/Asian restaurant at the Hilton, the cocktails at the Sheraton, World Mark and the Westinn, and we also had 2 great evenings at the Golf club. They have great pizza's that feed 4 people for about $36. Lulu's and Cardo's at the Marina also have good dining at reasonable prices (The pina colada's at Cardo's are just the best!).

If there is more than 2 of you and you are only going to the Port/Marina once a day, I would recommend getting the reception staff to organise a taxi for $5 each way as it works out cheaper than the Bula Bis pass. On that note, be careful if you are organising a taxi through Sofitel to go anywhere other than the port/marina, as we had problems on 2 separate occasions with the Denarau taxi drivers trying to rip us off. When we arrived back from the yasawa islands and had to go back to the airport to pick up some stored luggage, it only cost us $30 from the airport to Sofitel resort and yet the taxi that the Sofitel organised for us to get from there back to the airport was quoted at $60 for exactly the same amount of people. We asked them to ring another taxi company and they (the men on the little desk by reception area) informed our group that they only deal with the Denarau taxi's and that we would have to ring another company ourselves and pay for the call. I would expect a 5 star resort to be looking after its clients and not creating opportunities that allowed them to be ripped off. Because of this experience and a few other things, we are all undecided whether we would stay at Sofitel again.

  • Stayed June 2011, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lakera, General Manager at Sofitel Fiji Resort & Spa, responded to this review, July 25, 2011
Dear Valued guest,
Thank you for taking the time to list your comments about your last stay with us. I am sorry you didnt get to have your families rooms next to each other. Please be asured we do try our best to accomodate this request, however this depends on availability and also the room types you have booked, for example not all family rooms or suites are next door to a king or twin room, also if views are requested this can alter what rooms can be given to guests at check in. I was glad to read however your kind comments on our friendly staff and service.
I do hope we have the chance to welcome you back to the Sofitel for another holiday in Fiji.
Kind regards,
Adam Laker
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
4 of 5 stars Reviewed July 15, 2011

Worth visiting, however need to ensure ensure that all communication with front desk are confirmed at the point of discussion in writing. Commitments made (with witnesses) were not followed through with some "discomfort". A bit of the staff not being able to say "no", and then just not following through.

Not a reason to avoid this hotel though, as the staff and facilities are excellent (and the comments re front desk not unique to this hotel I suspect).

  • Stayed July 2011, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
5 of 5 stars Reviewed July 13, 2011

This is our second time staying at Sofitel Fiji Resort and Spa, and we're already planning our third. With a 6 and 8yr old boys, we found all the staff (especially Eddie and Eveni) so accomodating and enthusiastic with the kids. In fact, all the staff were super friendly and constantly smiling...made for a fantastic and memorable holiday. BULA!!

  • Stayed July 2011, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lakera, General Manager at Sofitel Fiji Resort & Spa, responded to this review, July 25, 2011
Dear Valued Guest,
Thank you for your kind comments for your last stay with us. I was delighted to read that you had a great time with your family especially your children as when they enjoy them selves your holiday is much easier.
Kind regards,
Adam Laker
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cowes, Australia
Senior Contributor
35 reviews 35 reviews
8 hotel reviews
Reviews in 12 cities Reviews in 12 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed July 13, 2011

We last stayed in Fiji 30 years ago on the Coral Coast, but now that Denauru Island is popular decided to stay at the Sofitel as we have an Accor Advantage card which gets us great discounts and food at 50% off. The rooms were great, clean and spacious. Food was terrific and the staff were very friendly and helpful when it came to day trips. Laundry facilities were great and we took far too many clothes as I could wash and dry so easily at the resort. If I had a complaint it would be that we could not get a seat around the pool during the day as there are not enought banana lounges as the parents with kids reserve the seats early by putting a towel or book on the seat then keep them all day. We sat next to a couple who did this and they did not return for about 3 hours which is not fair for everyone else who would like a seat. other than that we had no complaints and would stay there again. We hired a car and did heaps of day trips but the best boat trip would be Whales Tales- great boat, crew and value for money. We went twice on this trip and would go again when we go back.- Forget Bounty island unless you are a cheap backpacker- food was ordinary and island not so good. Robinson Crusoe Island cruise was also great and good vale for money. Visit the Orchid gardens near the airport if you can- beautiful! Go to Lutoka and have lunch at the Marina near there which is lovely and great value. We are sorry we have been going to Bali and Phuket the last few years as Fiji is by far better for trips, scuba diving, ability to drive on their not so good roads and the people are much more genuine and friendly!

Room Tip: Buy an Accor Advanage card and save !!!
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  • Stayed June 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sofitel Fiji Resort & Spa

Address: Beachfront, Denarau Island, Viti Levu, Fiji
Location: Fiji > Viti Levu > Denarau Island
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Denarau Island
#3 Romantic Hotel in Denarau Island
#4 Luxury Hotel in Denarau Island
#5 Spa Hotel in Denarau Island
#5 On the Beach Hotel in Denarau Island
#5 Top resorts Hotel in Denarau Island
#6 Family Hotel in Denarau Island
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sofitel Fiji Resort & Spa 5*
Number of rooms: 296
Official Description (provided by the hotel):
Sofitel Fiji Resort and Spa is located on beautiful Denarau Island. This luxury resort . Our Fiji beach resort offers 296 rooms, each with a private balcony. Otherfeatures at this Fiji luxury resort include a private beach, wedding chapel, swimming pools, three restaurants, four bars, an international health spa, and the largest conference facilities on the island. A marina and cultural temples are nearby. ... more   less 
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Also Known As:
Sofitel Fiji Hotel Denarau Island
Sofitel Fiji Resort And Spa
Sofitel Denarau Island
Denarau Island Sofitel
Sofitel Fiji Resort & Spa Denarau Island

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