Sofitel Munich Bayerpost 5 つ星

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Bayerstrasse 12, 80335 ミュンヘン, ドイツ

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Sofitel Munich Bayerpost

Bayerstrasse 12
80335 ミュンヘン
ドイツ

GPS:48.139495, 11.55678

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ファックス +49 89 599481000

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実際の宿泊者100%の認証口コミ

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確認済みレビュー アコーホテルズ  4.4/5  3,967 件のレビュー

トリップアドバイザーの評価  4.3/5  5,173 件のレビュー

2024エクセレンス認証

A Stunning Duplex Suite… and a Stay I’ll Never Forget (for All the Wrong Reasons)

トリップアドバイザーの評価 1.0/5

scindian84 トリップアドバイザー認証口コミ

I booked my October 2025 stay at the Sofitel Munich Bayerpost through the Accor ALL app and, as a Diamond member, redeemed six suite upgrade rewards earned from previous Accor stays. We were upgraded to a Duplex Junior Suite, which was appreciated. Unfortunately, despite this, the overall experience fell far below the standards I expect from Accor and especially from a flagship Sofitel property. Before arrival, I emailed the hotel three days in advance requesting help with an airport transfer and an early check-in, as we were travelling with our 6-month-old. I received no response. I ended up calling the day before, and while the staff arranged the transfer, it was disappointing that such a simple request went unanswered. At check-in, things were no smoother. Even though we arrived at 1 PM and I’ve never had issues with early check-ins as a Diamond member, I was told no room was available. After being asked to return twice — at 2:45PM — a room suddenly became available only after I asked to speak to the General Manager. This unnecessary back-and-forth set an uncomfortable tone for the stay, especially after an early morning flight to Munich. During our time in the suite, we repeatedly experienced staff entering our room despite the Do Not Disturb sign being clearly displayed. Housekeeping came in on three occasions during turn-down service, and on another occasion, a staff member entered to check the minibar based on incorrect information. This is unacceptable in any hotel, let alone a five-star establishment. Breakfast was good and the team were polite, but the wait at the egg station was consistently long — often 10–15 minutes — suggesting a need for better equipment or processes. On our final day, we faced a long delay at the hotel bar, where our food order was not received by the kitchen. The bar manager handled the situation well, but by the time the food arrived (over an hour later), it was too late for us to eat it. Front desk service also needs significant improvement. There was no clear queueing system, and guests approaching from the side were often served before those waiting. I waited over 20 minutes to check out. The most concerning issue was discovering that our final bill was overcharged by €1,018. I only noticed after leaving for the airport due to the long wait at checkout. While the hotel eventually processed the refund, such a large error simply should not have happened. I want to mention that one staff member, Arturo, was exceptionally professional and helpful during check-out and with resolving the billing issue. His service stood out for all the right reasons. Overall, while the Duplex Junior Suite itself was nice, the stay was overshadowed by repeated service failures and operational issues that I would not expect from a Sofitel. As a loyal Accor guest who travels frequently and has always spoken highly of the group, this was unfortunately one of my least satisfying stays to date. I hope the hotel takes this feedback seriously, as there is significant room for improvement.

Bonjour scindian84, Thank you sincerely for taking the time to share such a detailed account of your recent stay. While I am grateful for your loyalty as a Diamond member and for choosing our hotel for your family’s visit to Munich, I am deeply disappointed — and truly sorry — that your experience was marked by so many service failures. What you described falls far short of the standards we set for ourselves and the level of hospitality you should always expect from a flagship Sofitel. First and foremost, I apologize for the lack of response to your pre-arrival email. Timely communication is fundamental, especially when traveling with an infant, and we clearly failed to provide even the most basic level of support in this instance. Your check-in experience was equally unacceptable. The delays, the repeated requests to return to the desk, and the suggestion that a room only became available after you asked to speak to management all reflect a breakdown in communication and service that should never occur. Early check-in for our Diamond guests is a priority whenever availability allows, and I regret that we did not manage this process properly. I am particularly concerned about the multiple incidents of staff entering your suite despite the Do Not Disturb sign being displayed. This is a serious violation of privacy, and I sincerely apologize for the discomfort and disruption this caused. I am already reviewing procedures with both housekeeping and minibar teams to ensure that such incidents cannot happen again. Your comments regarding breakfast delays, bar service mishandling, and the lack of a clear queueing system at the front desk highlight operational gaps that we must urgently address. Waiting more than 20 minutes to check out is frustrating under any circumstances, and I fully understand your concerns. The billing error of €1,018 is perhaps the most alarming issue. I deeply regret the stress and inconvenience this must have caused, particularly while traveling. While I am glad the refund was processed and that Arturo offered exceptional support, this kind of mistake simply should not occur. We are conducting a full review of our billing procedures to prevent such errors from happening in the future. Despite the challenges you faced, I appreciate your recognition of Arturo’s professionalism. I will ensure he receives the acknowledgment he deserves. Please know that your feedback is being taken extremely seriously. I would welcome the opportunity to speak with you directly, both to offer a more personal apology and to better understand how we can restore your trust in us and in the Sofitel brand. Should you be open to this, you may contact us at guestrelation.bayerpost@sofitel.com Thank you again for your honesty and for your longtime loyalty to Accor. I sincerely hope we will have the chance to host you again in the future under far better circumstances. Best Regards, Emiel van Dijk General Manager

Lacking the Sofitel magic

トリップアドバイザーの評価 3.0/5

alittleharsh トリップアドバイザー認証口コミ

I can’t recall staying at a Sofitel that I’ve been more disappointed in. It was still nice enough, but it’s a premium brand, we pay a premium price, we should expect a premium experience. Arrival: Room was not ready at 1330, and not guaranteed to be ready until 1500. Fine, as advertised. Went and wandered around for a while, returned at 1500. Room not ready. We’ll give you a different room that is ready, they said. Weird. Why not just give me a room that’s ready when I arrive? I don’t know how allocations happen, but surely they have flexibility. No mention of Accor platinum status. No welcome gift. No offer of late checkout (and obviously didn’t get an early check-in). No apparent room upgrade. Hard product (accept not easily fixable): From prior reviews describing rooms as bright and modern, it must be that some rooms are renovated and others are not. My room was dark, even with all the lights turned on. There were lights or lamps in the corners of the room, but no overhead light. Carpet was quite worn, and the bathroom decor suggests it was last refurbished well over 20 years ago. Air con is allegedly user controlled but only within the range of 19 to 22, although setting temperature makes no discernible difference to room temperature. There is an info card by bed suggesting that to get a good night’s sleep, temperature should be set between 15 and 22. But you can’t. Room was uncomfortably hot at night, and as there’s no top sheet on the bed, you either sleep under the duvet or uncovered, not my preference. The television defaults to extremely loud very time it is turned on. Hurt your ears loud, playing the music attached to a Sofitel ad. English channels very limited…fair enough given we’re in Germany, but they have Yemeni stations! TV allegedly casts from phone, however did not work for me (or another recent reviewer). This is despite me understanding VPN and Private Relay, which the website insisted was the issue. It suggested that I ask at reception, but given that they wouldn’t answer the phone, and I didn’t feel like going down there at midnight, I watched on my phone. Luxury! The king bed is two beds pushed together (this is as advertised, to be fair). Weirdly there are two single blankets though, overlapping in the middle. I understand the flexibility that this setup gives a hotel, but it is not luxurious to hop into a single bed, even if there’s another one right next to it. Service issues (these would be fixable if management desired): Front desk/guest services never answer the phone. Only one of the three times I had to phone them they answered, but only after I’d tried for ten minutes with phone ringing out over and over. One time my safe would not lock, needed new batteries. Not really wanting to leave my room with the safe open, and after spending another ten minutes trying to phone someone, I had to flag down a cleaner and get her to go downstairs to tell front desk. Not answering the phone has been a complaint of others in reviews, clearly an ongoing problem that needs to be fixed. The minibar is one of those automatic ones, where if you move something you’re charged for it. This meant I couldn’t use as a fridge for my own drinks, (even though the room is advertised as having a fridge). Also, if you no longer need to employ staff to check and restock the minibar every day, do you need to charge me 6.30 euro for a 250ml coke?—that’s an 800% markup from the supermarket. I left the room at 0700 and when I returned at 1430 it was being cleaned. Man told me to come back in half an hour. Given they didn’t change sheets, give new towels (or check the minibar), not sure how it could possibly take that long? For the half hour wait, I went and sat in Isar Bar, planning on having my welcome drink. Waitress never came near me, despite making eye contact a few times. Left after 30 minutes. 30 minutes later, with my Do Not Disturb sign on, there was a knock on the door. And again. As I was about to open, a third knock. Lady was there, said she will clean room. Room is already clean, I said. She left. The Do Not Disturb light either didn’t work or is routinely ignored. 2nd day room not clean by midday, no major problem. I left “Please make up my room” tag on door, went out for two hours. Still not cleaned. Thoroughness of room clean is variable. Some days it is good, other days they miss things. On one day in particular, I noticed all the following issues with the room clean: Used cleaning rag left in bathroom Coffee not replenished (could be life threatening!) Tea not replenished Washcloth not replaced (used one taken) Bed not made (I had straightened it, so it wasn’t a mess, but it wasn’t pleasantly made) Used water glass taken, not replaced Stuff from turndown the night prior not removed To be fair, most days weren’t that bad, but there was usually something missed. Clearly they need a checklist, or some kind of double checking manager Turndown service was set up on wrong side of bed every night it happened. How hard is it to see that my charger, water and book are on the opposite side from where you’re setting up my slippers and water glass? There’s a card by the bed stating sheets will be changed every two days. I’d spilt a drop of coffee on my sheets on the first morning, just a tiny drip. But this meant I could tell they didn’t change the sheets on day 2. Or 3. Or 4. The sheets were changed only once during my 8 nights, on day 6. And look, that’s fine. But don’t say you’re going to provide a premium service if you don’t intend to follow through. The wall attached body lotion bottle was empty on my arrival, was never replenished/replaced. Dining: Breakfast tremendously underwhelming for the outrageous price of 45 euro. In a half basement with no view, tables close together. I wasn’t shown to table, had to wander around finding a free table. Many tables were seemingly abandoned and not cleared. Buffet contained multiple empty dishes not restocked despite plethora of staff. Most of all, the variety was underwhelming. The only thing approaching uniqueness is the honeycomb, which was empty when I arrived half way through the morning service and was never replaced. Clearly customers could not be trusted with unlimited smoked salmon, which was presented in small bowls with a single bite in each, brought out occasionally in groups of three at a time and quickly taken by whoever was closest. I was offered a single coffee only. I ate in the restaurant one night which was delicious and reasonably priced, with excellent service. The second attempt at getting my welcome drink at Isar Bar was also great. Overall, I was just unimpressed. I’m a fan of Sofitel, their commitment to experience and comfort. This one just didn’t hit the mark. If you’re in an unrenovated room, they lack that special feeling you should get from a 5-star hotel, and the service is much more miss than hit.

Bonjour, Thank you very much for taking the time to share such a detailed and thoughtful review of your recent stay with us. While I am pleased to hear that you enjoyed your dinner in our restaurant and appreciated some aspects of your visit, I truly regret that your overall experience did not reflect the high standards of comfort and service we strive to deliver at Sofitel Munich. Please accept my sincere apologies for the inconsistencies you encountered with both room preparation and housekeeping service, as well as for the lapses in communication you described. Your comments regarding the maintenance, lighting, and temperature control in your room, as well as the breakfast experience, have been carefully noted and shared with the relevant department heads for immediate review. We are currently in the process of making continuous improvements to both our facilities and training, and feedback such as yours is invaluable in guiding those efforts. I am also very sorry that your Accor status benefits were not recognized properly during your stay—this does not reflect the attentive and personalized service that we aim to provide to our loyal guests. Should your travels bring you back to Munich, I would very much appreciate the opportunity to personally ensure that your next experience meets your expectations of the Sofitel brand. Please feel free to contact me us directly at guestrealtion.bayerpost@sofitel.com if you would consider giving us another opportunity to restore your confidence in our hospitality. Best Regards, Emiel van Dijk General Manager

Lovely staycation

トリップアドバイザーの評価 5.0/5

Rainer T トリップアドバイザー認証口コミ

The welcome and check in by Ms. Serra was most professional and super warm and heartfelt. Very bright and spacious room and bathroom, well lit, very clean. Spacious underground carpark. Very nice bar with very friendly service. Great breakfast with extensive spread and very friendly service. Check out by Julian was perfect and warm. Overal a most memorable stay. Thank you Sofitel team!

Bonjour Sssjanurnschluck, Thank you so much for your wonderful 10/10 review. We are delighted to hear that your stay with us was memorable and that every aspect — from the warm welcome by Ms. Serra, to your spacious and bright room, our bar, breakfast, and the check-out with Julian — exceeded your expectations. It is always a pleasure to hear that our team’s service and attention to detail contributed to a truly enjoyable stay. Your kind words will be shared with the entire team as a source of motivation and pride. We look forward to welcoming you back to Sofitel Munich for another exceptional experience. Best Regards, Emiel van Dijk General Manager

Awesome experience at Sofitel Munich

トリップアドバイザーの評価 5.0/5

karyn d トリップアドバイザー認証口コミ

I recently stayed at the Sofitel Munich during our European trip and couldn’t have been happier with the experience. The service, the room, and the location were all excellent. Unfortunately, I had a fall during my stay, but the way the staff handled it was outstanding. A special mention to Umut Mahmoud, the duty manager, who went above and beyond to make sure I was okay. He was incredibly attentive, even giving me his personal phone number telling me to contact him if I need anything and he checked in regularly to ensure I was comfortable and recovering well. When I contacted him off duty with a question, he still responded and offered help, that level of care is truly rare. I was genuinely touched by the kindness and professionalism shown by the entire team. I highly recommend this hotel to anyone visiting Munich. You’ll be in great hands.

Bonjour 127karynd, Thank you very much for taking the time to share such a wonderful review following your recent stay at Sofitel Munich. We are truly delighted to hear that you enjoyed our service, accommodations, and location — and even more so that our team was able to support you during an unexpected situation. I am especially pleased to learn that Umut Mahmoud provided you with such attentive and genuine care. Your kind words are a great source of motivation for him and for all of us, as they reflect the level of personalized service we strive to deliver to every guest. We sincerely hope you have fully recovered and are feeling much better. It was a true pleasure to have you with us, and we look forward to welcoming you back to Sofitel Munich in the future — hopefully under happier and healthier circumstances. Best Regards, Emiel van Dijk General Manager

Out standing service by Mr Julian. Front Desk.

トリップアドバイザーの評価 5.0/5

PraredaaL トリップアドバイザー認証口コミ

The front desk staff, Mr Julian is very nice, sweet and make us impressed with the hotel services so much. My mother is sick and he went out of his way to manage to call the dr and set her to meet with the dr in a day. He organized everything so well and very calm. He is very pleasant and out to help. You have a very outstanding and amazing staff. Thank you

Bonjour PraredaaL, Thank you so much for your wonderful review and for taking the time to share your experience with us. We are truly delighted to hear that Julian at the Front Desk made such a positive impression and provided such attentive care during your stay. Your kind words mean a great deal to us — especially knowing that Julian was able to assist your mother with compassion and efficiency. He is indeed an exceptional member of our team, and we will be sure to share your compliments with him. We’re very pleased that you felt well taken care of and impressed by our service. It was our pleasure to have you with us, and we hope to welcome you and your family back again soon — under happier and healthier circumstances. Best Regards, Emiel van Dijk General Manager

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