Sofitel Strasbourg Grande Ile

We had a wonderful stay. Clean and spacious rooms. Great location, with nice view and everthing in walking distance. Breakfast is excellent, especially the service. Very friendly and courteous staff. Also the Concierge and Receptionist and Guest relation are very nice and helpful. And can give tips for your stay in Strasbourg.

We stayed here as part of our scenic cruise itinerary when we were decanted from the boat because of low water levels. We were supposed to be put in a hotel which was the same standard as our cruise ship – this was definitely not the case. The Sofitel in Strasbourg is really scruffy and rundown, the carpets in our room were stained and the hotel is definitely in need of a refurb! We were provided with breakfast and evening meal at this hotel and it was awful! Basically a cheap sloppy canteen style buffet. Yuk I’m not sure whether this is what scenic asked for, or just what we were given. It certainly wasn’t up to the standard of the five star cruise ship that we had been used to. There were only two lifts for the whole hotel, and we were told that if we wanted our luggage to be in our bedroom at any time soon to take it ourselves. Just not what you would expect from a so-called five star hotel.

We booked and paid for a junior suite with air conditioning. We checked in, waited for our room to be ready, and then entered our room. Upon arriving, we realized the room was not cold - it was hot. We called for help and were told to wait as if needed time to cool off. We waited for over 4 hours and nothing changed. We went downstairs to again express concern and we were then told that the junior suites never get cool because of where they are located and the fact that there is no vent in the master bedroom (!!). NO ONE SHARED THIS WITH US DURING CHECK IN. We then asked for an alternative. We were shown a “Luxury Room” which is a standard room - much smaller than what we reserved, with no extra space for our child. We said this would not work. The manager on duty proceeded to argue with us. She shared that full families and “many adults” make that space work. I shared it’s not what we booked and won’t work for us - we need a separate space for our son - and she said there is nothing she can do. After a very argumentative experience (I asked her to stop interrupting me!) I asked for two connecting rooms. She said she can’t do that without charging more. SO - we were lied to, the only option is a smaller room without space for our child, but fixing the problem requires us paying more? She ended up moving us to two connecting rooms for 100 euro extra per night. I’ve never been so frustrated at the disrespect and lack of concern toward guests. We were punished for the hotel’s error and we were treated like a nuisance when we complained. The only option we had was to pay an extra 300 to get a room that had air conditioning and the space we needed.

It is smooth and everything is working as expected

Nice atmosphere welcoming staff with clean and nice room