Sofitel Reviews 

I wanted to book a stay, park and fly package at the Heathrow T5 Sofitel, but their website is pretty much impossible to navigate on a phone and not much better on a PC. They seem to have forgotten that the purpose of their website is to allow people to book stays rather than watch videos of the hotel, although based on the other reviews I’m seeing, it looks like this was a lucky escape.

Tout était parfait : l’accueil chaleureux, le confort des chambres, le service impeccable et le cadre élégant. Le personnel est aux petits soins, toujours souriant et professionnel. Le petit-déjeuner est copieux et délicieux, avec des produits de qualité. Une vraie parenthèse de bien-être. Je recommande sans hésiter !

Happy with my stays here in Heathrow London T5. It's highly priced but I couldn't really fault the room and the convenience of being right in the centre of the terminal.

On one occasion they forgot to put drinks in the fridge of the King Room.

The room was a little cold and the heating didn't work, also there aren't many sockets for charging devices.

I booked Sofitel Istanbul Taksim via Booking.com and paid 42,000 TRY at check-in by card. After just one night, I checked out due to horrible smells in the room, a closed and broken pool, torn bathrobes, and endless demands for extra payment — even for basic services.

Hotel management promised a refund of 32,000 TRY, issued a signed confirmation, and told me the money would be sent after the national holiday. It's now been over a week — no money, no reply.

Booking.com ignores the case. The hotel doesn’t respond.
My bank confirmed: no refund attempt has ever been made.

This is not just bad service — this is straight-up theft under the disguise of a luxury brand.

I strongly advise anyone against staying here. If you decide to book, assume that whatever you pay — you’ll never see again.

Shame on Sofitel for allowing this hotel to bear their name.

Wonderful luxury hotel chain - always a pleasure to stay in a Sofitel

I don’t even know where to begin with the horrible experience I had at the Sofitel in London Heathrow Terminal 5, especially for a hotel that is marked as 5-stars. In my opinion, it is at most a 3.

I checked into the hotel, and even though I paid for the room before we entered, there was a failure on the screen of the receptionist. However, the card machine showed that the transaction was successful, and my card got charged, which I showed to the receptionist. The gentleman told me that they would check with their manager and update me promptly.

I heard nothing afterwards, and assumed everything was fine. Fast forward to the next day where I had already checked out and had travelled to a country where I could not make phone calls or use data unless I wanted to get a hefty charge per day, and I see that the hotel had charged my card AGAIN.

All this mind you happened with no contact via email. I did not receive a failed transaction confirmation, or an invoice, nothing. Obviously worried, I had to activate my mobile services abroad to get in touch with the hotel accounting staff to get confirmation of what is going on.

Not only did the hotel charge me twice because of a failure on THEIR system, but had I not contacted, they would have not released the first holding payment - which by the way I am still yet to see reflected on my bank account.

I had to get in touch with the hotel staff on two days while I was on holiday, causing me not only distress while on holiday, but also charges to my mobile line because I had to clear things up with them properly and receive all proof in case I run into any issues with my bank.

Naturally, I contacted the hotel asking to kindly reimburse my phone charges, for I only had to use them in order to get in touch with them on something that was THEIR mistake. Only to be met by a response by Jeenet, the receptionist manager “The hotel is unable to assume liability for charges related to calls made from a personal device. Our scope is limited to releasing or refunding amounts directly charged by the hotel.”

I have family in the hotel business, so I have experience on proper customer service when the chargers have been done solely due to the lack of communication by the hotel staff. This behaviour from a 5 star hotel is horrendous, unsympathetic and your staff should be ashamed that because of their incompetence you won’t compensate the charges I had to incur in order to promptly get in touch with you.

The hotel did offer me a discount for my next visit, but after such treatment - who would want to visit this place again?

I even attempted to contact Mr. Alessandro Mortillaro about this issue and was met with silence.

I suggest to anyone reading this review who wants to be treated decently by a 5-star hotel to avoid Sofitel like the plague, and to look at other, more affordable alternatives from the moment that this is not a 5-star hotel experience.

To the staff, I hope in the future you prioritise proper customer service rather than rushing to take people’s money (twice!), without attempting to inform them beforehand. Shame on you.

We stayed at the Gatwick North Sofitel as a treat for a lovely to start to the holiday. Unfortunately we found the extra money paid a complete waste, due to the limp pizzas served in their restaurant and the tired dated rooms provided. This is not a VIP experience as promised on their website.
Our room needed redecoration and the bathroom was very dated in a black and white style with a very skinny shower that allowed water to splash over floor when in use creating a dangerous situation.
The sink design has the bowl set back to far and the extractor fan was not working causing serious condensation.
A bit of a con and very disappointing

Exzellentes Hotel!
Wir hatten das Vergnügen, 2 Nächte im Sofitel Bayernpost München zu verbringen, und es war einfach alles Perfekt! Vom herzlichen Empfang an der Rezeption bis hin zum makellosen Service in allen Bereichen - hier wird Gastfreundschaft noch auf höchstem Niveau gelebt.
Unser Zimmer war sehr geräumig und stilvoll eingerichtet und das Bett war unglaublich bequem.

Wir haben uns in diesem Hotel rundum wohlgefühlt und
werden definitiv wieder kommen!

Had a junior suite at Sofitel BKC Mumbai

Feedback:
Room service - in hibernation
Room - dirty
Cleaning service - took 7 hours

Rather tired and dated. However Mumbai booming so no incentive to improve!

DO NOT USE PARK AND STAY. We parked our Tesla with them only to find our vehicle has been used to drive from Gatwick to Reading train station. The theft of our vehicle was reported to Sofitel and an official complaint made. The hotel are not prepared to take responsibility for the unsanctioned use of our vehicle when we were on holiday. ABSOLUTELY DISGUSTING, the hotel cannot guarantee the security or illegal use of your vehicle.

Magnifique

Sofitel Heathrow T5: I'm a London taxi driver of 20 years. I've dropped here many times before without a problem. On this particular night (not tonight - but it was in January), about midnight, I was hailed by a man, without luggage who was staying here and had previously checked in, but had been in central London for the day.

The barrier issues a ticket, you drop at the door and have to speak to the desk staff to ask them to let you out/validate the ticket. I followed this procedure as I'd done before, but this night, despite asking very politely - as always, the pompous man behind the desk who resembles Mr Potato Head was having none of it, sneering "You have to pay, sir" at me.

I resolved to pay at the barrier and promised never to bring another passenger here. Fortunately for me, the ticket got stuck in the machine. I probably inadvertently screwed it up when Mr P.H. was being rude to me and I was imagining doing things to a jacket spud that shouldn't be in a review. I rang the hotel from the exit barrier and a lady answered who opened it. It's £9, by the way, so I'd say I had a lucky escape - literally. Once bitten, twice shy; I won't be dropping here again. For those wondering, it'll be under the 'compellability' rule.

When I pulled up to the entry barrier at the beginning, there was a minicab dropping a passenger at the barrier with one large suitcase and one small, who turned the car away without entering. It's a hundred yards uphill to the door. I laughed at the time, but I know why now. It's looking like this bloke has introduced his own new rule recently and the minicab driver was wise to it.

Twenty years I've been a cab driver and that night the Sofitel T5 became the only place I've ever refused to go - and it's their own fault. So, if you get charged an extra tenner when you get there, by a minicab/taxi driver, you know why. I hope this also serves as a warning to my colleagues: Mr Potato Head wants your nine quids.

The Rose Lounge is perfect for work meetings. There is also a business hub- just a tiny room- with a computer where you can go to make calls and send emails. The business hub is often occupied, but a useful facility to have. Overall, a solid option in London's St James.

Ant or some sort of bug infestation in the kitchen despite telling them 3 times nothing done
Razor left in bathroom
Mould in bathroom
Broken doors glued then broken again
Drill bits left in the room the size of my forearm husband slipped and fell badly
Hair left all over the room as well as plasters and hair from what appears to be a brush cleaned in the pool area
So much bird droppings in balcony couldn’t use for days whilst complaining every day for it to be cleaned incompetent staff
Rust on pans, broken washing machine
Raw food caused food poisoning for my son
Broken furniture in room and around hotel
Glass and sharpe wire in kids pool
The list is absolutely endless I have photos of everything

We stayed in the Sofitel the palm dubai and this is as the worst experience in 25 years and 44 hotel stays

After wasted days and hours on the phone several times a day telling them how can they not care they offered 2 massages and 3 days of lunch/dinner (we were already half board)
Took us like 9 days to use those dinners!

I accepted those things as they stated good will gesture NOT compensation for the holiday of nearly 3 weeks we spent there.

They lied about things I complained about like the baby pool having glass and wire that ripped through my swimwear even though 3 staff a life guard and the drainage of the pool was done they denied it during my complaint with my travel agent

If you want a great experience in dubai pick a different hotel

I had an absolutely wonderful experience at the Sofitel St James' Spa, followed by an exceptional afternoon tea in the Rose Room.

From the moment I arrived, Michaela greeted me with warmth and ensured that every aspect of my visit was perfect. My massage, delivered by the talented Jacquie, was incredibly relaxing, and afterward, I enjoyed some quiet time in the Zen room, sipping on one of the Spa's special herbal teas—a delightful touch that added to the tranquil atmosphere.

I ended my afternoon with a delectable cream tea in the elegant Rose Room, a perfect way to round off a relaxing self-care day.

I’ve been a loyal visitor of the Sofitel St James' Spa for the past 8 years, if you're looking to unwind in luxurious surroundings, I highly recommend a visit to Sofitel.

I had the pleasure of staying at the Sofitel for a month. It was a fantastic experience, made extra special by the attention to detail by the friendly staff and the food was perfect, especially the morning breakfast with barrista coffee. The bed is super comfortable and the location is great, within minutes of the botanical gardens and downtown. My only criticism would be the air conditioning which was overly active, although that's very much an individual preference.