Clean facility but staff was not particularly polite or friendly

Imagine a Sofitel without any food and beverages services, not even breakfast? This is what happened to us during our stay. And of course no previous notice. Sofitel now looks like an average Airbnb Midtown Manhattan. And absolutely no compensation of any kind, not even a smile. Being a LIMITLESS member, you normally get an upgrade. (That would have been the least to do due to circumstances). No upgrade! You also get a perk in your room. What perk? Of course, they will incriminate COVID for it. And maybe this is true. But in such circumstances, in the customer service manual, page 10: - You tell your clients in advance - You tend to do your best to compensate Last but not least: I had pre-booked breakfast, and this was included in my room rate. Thank God crossed checked during my check-out. The rate had not been adjusted. All this is called AMATEURISM.

Our experience at Sofitel New York was just as hoped and more! We were notified there is no ro service or extra amenities available due to their shortened team because of covid. We were notified multiple times before and after booking so there were no surprises however, doormen assisted with our luggage and opening the door each time. There was always a very nice guest services representative at the desk anytime and often got waters from them. The room and hotel were plush and clean! Couldn't ask for a better stay. All staff were friendly and helpful. Thank you for making our 5 night stay incredible!

We visited NYC for two days between Christmas and NYE. The hotel is very well located for the Midtown attractions. The room was spacious, clean and well-appointed. We were disappointed the hotel dining options weren't open (we had booked daily breakfast with our room) but understood, given the circumstances with Covid-19.

I’ve stayed at the Sofitel in Chicago which was excellent however after staying here I realize not all Sofitels are the same. The bed was dirty and seemed as if it wasn’t cleaned properly because there was a bunch of dust on the pillows and sheets. Also, before we even settled in, the chair in the room had a huge stain that did not dry up at all when we left. Disgusting. The lights in our bathroom also kept flickering too like a horror movie and the whole room just needs a remodel. This definitely makes me never want to stay at the Sofitel NYC. Although the staff was nice and accommodating, the hotel is falling apart. This was definitely not the 4.5 star experience I expected.

My family and I enjoyed our stay. The rooms were very clean and comfortable, and the location was great.

Well located, quiet room.

We came to nyc to see all the Christmas decorations. This hotel is in a perfect location, very upscale and we stay every time we travel to New York

I had reserved a room with breakfast for 5 nights at the Sofitel NY. I tried to call the hotel the day before but only got a recording saying I should leave a message and they would respond in 48 hours or send an email. There was no way to get through to a person. In response to my email, I received an email hours later telling me because of COVID the restaurant and bar would be closed. Given that I reserved and paid for breakfast, they should have contacted me and told me this. I received the bill as an email and found that I was still charged for the breakfast package despite it not being provided. Also despite being an Accor member, I did not receive any points for my stay.

The Sofitel is in a great location, friendly staff, and is very clean. Room sizes were large for New York. A packet was provided with hand sanitzer, masks and clorax wipes. Food service was shut down due to covid but there were free water bottles in the room. I would definitely stay here again.

We have stayed numerous times at the Sofitel NYC and our stay there recently was disappointing in many ways due to the restrictions for Covid. While I made the reservation with the understanding that many services would not be available, I was stunned by the lack of almost everything!. There are other hotels in the Sofitel class that are almost or completely open for most services with Covid safety restrictions in place which we fully support. The cost for the room with zero service (I had to call for robes, slippers, extra towels) was far more than the return. As a side note, it was impossible to reach the hotel by telephone. Left a voice message 2 days before arrival with the voice prompt indicating a call back within 24 hours. Never heard from anyone!! Don't say it if it can't be done. Clearly, as a L. time frequent-stay client, it will be difficult to think of Sofitel for future stays. It is sad because Sofitel NYC was our "home" in NYC.

It was a perfect experience with Sofitel in New York. Everything was excellent even it has been opened after the pandemic condition. The location was perfect, the rooms were clean and the bed was comfortable...The hotel employees were also very friendly. We are planning to visit again such a nice hotel...Thank you...

Overall a good hotel. Convenient location. Room was nice. Bed comfortable. Shower does not have a hand held shower option which is a disadvantage for cleanliness. Received poor directions from desk clerk. Wasted more than a half hour following the directions I was given and never found the place. Poor list of food options.. Should have a map with food options on to make them easy to find. Found a great place right around the corner that was not on their list.

I spoke with the Duty manger at my check out. I politely expressed my great displeasure at my stay. This is a summary. There was no drinking water in the room when I arrived. I called to ask for some water to be brought and was told to come down and get it myself. I arrived at the concierge desk which was empty of hotel staff and also no other guests were present. One person was at a desk who simply pointed at an open door then told me that someone there will help me. I was given one bottle! The staff seemed surprised that I would need four bottles for t my family of four My wife ran the bath water. The water in the first several seconds was yellow in color. Thankfully, the water cleared up and stayed clear. I indicated in my reservation that 4 people are staying in the room. Furthermore, I booked the 1 bedroom suite with a sofa bed. I don't think I should need to ask for sheets and covers for the sofa bed. The two air conditioning units in the suite were malfunctioning. The Maintenance staff came back twice to fix the same problem. After the second visit, they simply disabled something in the system. I would be unable to cool the room - which wasn't too bad considering it was cold anyways. Before I arrived, the hotel sent me emails trying to entice me to upgrade my room. They also sent me several promotion messages. However I wasn't informed until checking in that every amenity in the hotel was closed. No gym, no food, no room service. They could not even bring hot water to my room.

From beginning to the end a very disappointing Hotelstay. I write an e mail to prepare the 2nd bed in my suite and as we arrived it wasn’t in the room yet. No upgrade, even not the originally booked room (as Diamond member!), and all of this with an 30% occupancy. No sorry, no restaurant… This hotel, which I often booked before Covid, is an real Service Desaster and of course it has to be renovated.