SO Sofitel Mauritius 5 stars

Customer review rating (ALL Rating) 4.1/5 848 reviews

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Royal Road, Beau Champs, 61008 Bel Ombre, Mauritius

Description

Hotel extras

  • A serene sanctuary in untouched paradise

  • Sumptuous suites and elegant villas

  • Discover tranquillity in our sublime SO SPA

  • Indulge your taste buds in our local culinary experience

  • Experience the Mauritian generosity and art de recevoir

Our accommodation(s)

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Hotel location

SO Sofitel Mauritius

Royal Road, Beau Champs
61008 Bel Ombre
Mauritius

GPS:-20.509883, 57.435022

Telephone
Fax +230 615 1049

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.1/5  848 reviews

Customer review rating 0.5/5

Jaysen S. Families - Confirmed reviews ALL

We booked 6 rooms, and the issues experienced were consistent across multiple guests throughout the stay. Booking Details Check-in: Friday 10 April 2026 Check-out: Sunday 12 April 2026 Rooms: 311, 313, 314, 318, 321, 329 1. On-Site Escalation (Duty Manager / Didier) We would like to highlight that these issues were already reported during our stay to hotel management, including the Duty Manager and Didier. Despite this escalation, no effective resolution was provided, and the issues continued throughout the stay across multiple rooms. 2. Check-in Delay & Arrival Experience Upon arrival on 10 April: Guests waited over 1 hour 45 minutes before rooms were made available Room 329: guest arrived at 15:30, room only available around 17:00 Delays affected multiple rooms and created a poor arrival experience 3. Reservation Issues During check-in, the hotel was unable to locate guest reservations for: Room 321 Room 329 This caused confusion and further delays during arrival processing. 4. Room Hygiene, Cleanliness & Maintenance Issues (Evidence Attached) We are extremely concerned about the condition of the rooms and surrounding areas provided, including: Dirty toilet conditions upon arrival Unclean bed sheets Towels with visible stains Bathtub not properly cleaned General room cleanliness below acceptable standards Outdoor pathways not properly cleaned Overgrown lawn areas affecting property presentation Broken fridge (non-functioning equipment) These issues reflect both housekeeping and maintenance failures and are not consistent with the standards expected of a five-star Accor property. 5. In-Room Service Failures No water provided in rooms upon arrival Multiple calls required for basic housekeeping services Delayed and inconsistent response to requests 6. Food Hygiene Concern During breakfast service, we observed a staff(Mireille) member handling food in an unhygienic manner, raising serious concerns regarding food safety and hygiene standards. 7. Staff Conduct Incident A buggy service request was handled in a dismissive manner by a staff member (Kimmy) who laughed during the interaction, which we found unprofessional in a guest-facing environment. 8. Repeated WhatsApp Requests (No Resolution) During our stay, we repeatedly contacted hotel staff via WhatsApp regarding: Room cleanliness issues Lack of water in rooms General service delays Despite multiple messages, issues were not resolved promptly and required repeated follow-ups from our side. 9. Evidence Provided We have attached supporting photographic evidence including: Room hygiene conditions Bathroom issues Maintenance-related issues Other relevant documentation of service failures 10. Overall Impact Given that 6 rooms were booked, these issues are not isolated incidents but reflect a systemic operational failure across multiple departments, including: Check-in operations Housekeeping Maintenance Guest relations Food hygiene Service responsiveness The overall experience has fallen significantly below the expected standards of the SO/ Sofitel brand and Accor Group. Request for Resolution We respectfully request: A full investigation into all issues raised A detailed written response addressing each point Appropriate compensation reflecting the severity and scale of service failure across 6 rooms

Customer review rating 3.5/5

Anthony Z. Families - Confirmed reviews ALL

The stay was comfortable. Felt like the hotel is getting back up to speed, the "La Plage" restaturant has only just opened again for lunch and still wasnt opened for dinner, the Takanaka poolside bar was closed and the area felt a little sparse without. Team was great, very friendly and helpful. The beach was very beautiful - area by La Plage was nice and well appointed, at the opther side of the resort would have been nice to have more loungers.

Dear Mr. Z., Thank you for sharing your feedback with us. We’re delighted to hear that you had a comfortable stay and that our team made a positive impression with their friendliness and helpfulness. It’s also wonderful to know you enjoyed the beauty of the beach and the La Plage area. We appreciate your understanding as we continue to bring all of our facilities back to full operation. Your comments regarding La Plage’s limited hours, the temporary closure of the Takamaka poolside bar, and the availability of loungers on the other side of the resort are noted and will be shared with the relevant teams as we work to enhance the overall guest experience. We truly value your insights and hope to welcome you back again soon for an even more complete and enjoyable stay. Sincerely, Sofitel SO Mauritius Team

Customer review rating 3.0/5

Haris K. Families - Confirmed reviews ALL

Property is good. However much improvement is required in hospitality, service and amenities. To summarize the pain points- 1) service has to improve in a lot of areas. The boat activities included in the price, we enquired it in the evening and we were told it will start at 8:30 am next morning. We again went next morning at 8:30 to which we were told it will start at 12:30 Pm 2) Spa- the SPA was included in the price for 15 mins each session. We booked the spa at the time of checkin for next morning 9:00 am. The appointment was confirmed however when we arrived next morning at 9:00am we were told the spa will open at 12:00 pm. 3) we ordered in room dining, to our surprise the arrabiata pasta which was for 550 MRU in the menu was charged for 1100MRU. And 400 MRU was charged as tray charges which was no where mentioned. After a lot of discussion and arguements it was removed and the pasta was charged at 550 MRU. But this all could have been avoided. 4) being an accor+ explorer member I was neither given a welcome drink. I had to ask them specifically for it and then wait for them to make it and serve. 5) no discount on anything was given i.e. food and beverages since the membership mentions 30% discount for accor+explorer. The hotel staff says it is only for participating hotels and this hotel is not one of them.

Dear Mr. Haris K., Thank you for taking the time to share your detailed feedback. We are pleased to know that you appreciated the property itself. However, we are truly sorry to hear that your overall experience did not meet your expectations in terms of service, hospitality, and amenities. Your concerns are taken very seriously. Regarding the boat activities and spa, we sincerely apologize for the inconsistent information you received and the lack of coordination. This is certainly not the level of service we strive to provide, and we will address this internally to ensure better communication and organization moving forward. We also regret the inconvenience you faced with in-room dining, particularly the billing discrepancy and lack of transparency regarding additional charges. We agree that this situation could have been avoided, and we will reinforce our processes to prevent such issues in the future. Concerning your Accor+ Explorer membership, we understand your disappointment. We apologize for the lack of proper recognition and the unclear explanations provided. Please rest assured that your feedback has been shared with the relevant teams as part of our ongoing efforts to improve our service quality. We sincerely hope to have the opportunity to restore your confidence in us during a future stay. Sincerely, Sofitel SO Mauritius Team

Customer review rating 5.0/5

Stephanie L. Families - Confirmed reviews ALL

Very nice moments spend with my family.always get a super service at each stay

Dear Stephanie l., Thank you very much for your kind words. We’re delighted to hear that you had such wonderful moments with your family and that you consistently enjoy great service during your stays. It’s always a pleasure to welcome you, and we truly look forward to your next visit. Sincerely, Sofitel SO Mauritius Team

Customer review rating 1.0/5

Ajagen P. Families - Confirmed reviews ALL

I am writing to formally escalate a serious complaint regarding our stay at SO/ Sofitel Mauritius from Friday 10 April to Sunday 12 April 2026, as the issues encountered were not resolved at hotel level and significantly impacted our overall experience. We booked 6 rooms, and the issues experienced were consistent across multiple guests throughout the stay. Booking Details Check-in: Friday 10 April 2026 Check-out: Sunday 12 April 2026 Rooms: 311, 313, 314, 318, 321, 329 1. On-Site Escalation (Duty Manager / Didier) We would like to highlight that these issues were already reported during our stay to hotel management, including the Duty Manager and Didier. Despite this escalation, no effective resolution was provided, and the issues continued throughout the stay across multiple rooms. 2. Check-in Delay & Arrival Experience Upon arrival on 10 April: Guests waited over 1 hour 45 minutes before rooms were made available Room 329: guest arrived at 15:30, room only available around 17:00 Delays affected multiple rooms and created a poor arrival experience 3. Reservation Issues During check-in, the hotel was unable to locate guest reservations for: Room 321 Room 329 This caused confusion and further delays during arrival processing. 4. Room Hygiene, Cleanliness & Maintenance Issues (Evidence Attached) We are extremely concerned about the condition of the rooms and surrounding areas provided, including: Dirty toilet conditions upon arrival Unclean bed sheets Towels with visible stains Bathtub not properly cleaned General room cleanliness below acceptable standards Outdoor pathways not properly cleaned Overgrown lawn areas affecting property presentation Broken fridge (non-functioning equipment) These issues reflect both housekeeping and maintenance failures and are not consistent with the standards expected of a five-star Accor property. 5. In-Room Service Failures No water provided in rooms upon arrival Multiple calls required for basic housekeeping services Delayed and inconsistent response to requests 6. Food Hygiene Concern During breakfast service, we observed a staff(Mireille) member handling food in an unhygienic manner, raising serious concerns regarding food safety and hygiene standards. 7. Staff Conduct Incident A buggy service request was handled in a dismissive manner by a staff member (Kimmy) who laughed during the interaction, which we found unprofessional in a guest-facing environment. 8. Repeated WhatsApp Requests (No Resolution) During our stay, we repeatedly contacted hotel staff via WhatsApp regarding: Room cleanliness issues Lack of water in rooms General service delays Despite multiple messages, issues were not resolved promptly and required repeated follow-ups from our side. 9. Evidence Provided We have attached supporting photographic evidence including: Room hygiene conditions Bathroom issues Maintenance-related issues Other relevant documentation of service failures 10. Overall Impact Given that 6 rooms were booked, these issues are not isolated incidents but reflect a systemic operational failure across multiple departments, including: Check-in operations Housekeeping Maintenance Guest relations Food hygiene Service responsiveness The overall experience has fallen significantly below the expected standards of the SO/ Sofitel brand and Accor Group. Request for Resolution We respectfully request: A full investigation into all issues raised A detailed written response addressing each point Appropriate compensation reflecting the severity and scale of service failure across 6 rooms We trust Accor Group will treat this matter with urgency given that issues were already escalated during the stay but remained unresolved

Other web-users rate our hotel

  • 273 reviews 8.7/10 Location
  • 483 reviews 6.3/10 Room
  • 784 reviews 7.4/10 Service
  • 20 reviews 1.6/10 WiFi
  • 412 reviews 6.3/10 Food
  • 244 reviews 6.8/10 Amenities
  • 242 reviews 7.2/10 Vibe
  • 176 reviews 7.7/10 Beach

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