Dear Valued Guest, We truly appreciate the thoughtful and constructive way you shared your experience with us. It is wonderful to know that you enjoyed your room, our location and, above all, the kindness of our team, while at the same time being very clear about where you felt we could do better. You are absolutely right to expect a more responsive and seamless level of service from Sofitel. Waiting at Reception when the Lobby is busy and repeatedly calling from your room without receiving an answer should not have been part of your experience. We have also taken note of your concern regarding the strong smoke or barbecue smell in the Lobby during the evenings, which understandably affected the atmosphere of the hotel for you. Most importantly, the points you raised have been heard and are being addressed. We particularly appreciate that your comments come from a genuine desire to see the hotel deliver the level of quality you know Sofitel can provide. Thank you for your loyalty as an ALL Platinum member and for continuing to recommend us despite these shortcomings. We hope that on your next stay, you will notice the difference and find the Sofitel experience you were expecting from us this time. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, We are truly sorry that you simply did not feel comfortable in your room. Having an air-conditioning system that was not working properly is frustrating enough, and starting your stay in a room that did not feel suited to your needs only added to that disappointment. Your room should have been a place where you could settle in and feel comfortable from the beginning, and we regret that this was not your experience. We have taken what you shared seriously and are following up on the points you raised. We sincerely hope to have another opportunity to welcome you and give you the comfortable, seamless stay you should have had this time. Sincerely, Sophie Dumont Quality Manager

Dear Valued Guest, It is wonderful to know that so much of your stay left such a positive impression, from our convenient Downtown location and comfortable room to breakfast and, especially, the warm service from our team. We also understand why your evenings in the lounge were not as relaxing as you expected. The lounge should offer an environment where all our guests can enjoy the experience comfortably, and we have taken your comments regarding both the atmosphere and food handling seriously. We have also noted your experience at check-out, where you should not have been left waiting while only one counter was available. What we are particularly pleased to read is that, despite these frustrations, you still plan to return. We truly appreciate that confidence and look forward to welcoming you both back and making your next stay enjoyable from arrival right through to departure. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry that your stay left you questioning the five-star experience you expected when choosing Sofitel Dubai Downtown. Most importantly, you should never have had to question the cleanliness of your room. The unpleasant odor from the bathroom clearly affected your comfort and your overall impression of the hotel, and we fully understand how disappointing this must have been. Your comment regarding the limited tea selection has also been heard, particularly in the context of the level of attention to detail you expected from us. We also understand your frustration at check-out. You asked for only an additional 30 minutes, and the explanation you received did not make sense to you when you could still see rooms available online. Regardless of the circumstances behind the availability that day, we should have communicated the situation more clearly and made you feel that we had genuinely tried to accommodate your request. We understand why, after these experiences, you left feeling that we had fallen short of the standards you associate with a five-star hotel in Dubai. We have taken your comments seriously, and we sincerely hope we may have the opportunity one day to give you a very different experience of Sofitel Dubai Downtown. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry that your stay was so badly affected by the condition of your room. What you encountered should simply never have happened, and we fully understand why it changed your impression of the entire stay. We want to reassure you that both issues have already been taken very seriously and addressed with our teams. Your comment about having more variety at breakfast has also been heard. What makes your feedback particularly important to us is that, despite your disappointment with the room, you still gave our Heartists your highest rating. Thank you for recognizing the people who looked after you even when an important part of your experience had let you down. We sincerely hope you will give us another opportunity to welcome you back and leave you with a very different memory of Sofitel Dubai Downtown. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Being described as one of your favourite business hotels in the UAE is a wonderful compliment, particularly coming from an ALL Diamond member and such an experienced traveler. We are delighted that this stay gave you so many reasons to recommend Sofitel Dubai Downtown. It is especially rewarding to know that the early check-in and room upgrade came at a moment when you genuinely needed them, and that the experience began so positively from your first exchanges with our Reservations and Front Office teams. Your wonderful recognition of Tanya Bhattacharya and our Front Office Manager will be shared with them personally. Knowing that their attentiveness, professionalism and ability to find solutions stood out so strongly during your stay will mean a great deal to them. From the comfort of your room to breakfast and the Executive Lounge, we are so pleased that the rest of your experience followed the same high note. We look forward to having you back with us on your next business trip to Dubai — and to giving you every reason to keep Sofitel Dubai Downtown among your favourites. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are so pleased that you had an enjoyable stay and, especially, that the warmth and helpfulness of our team stood out to you. We are sorry that your room service experience was the exception. When everything else about a stay feels right, it is disappointing when something as simple as enjoying a good meal and coffee in your room does not live up to the rest of the experience. We have shared your comments directly with our Culinary team. We would love to welcome you back and make your next stay every bit as enjoyable — and this time, with a room service experience that is just as memorable as the rest of your stay. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, What a pleasure to read that, after staying at three different hotels in Dubai, you would now choose Sofitel Dubai Downtown for your future visits. There could hardly be a more meaningful compliment for our team. We were particularly touched by the two moments you shared. After an early flight from Tokyo with two children, we can certainly imagine how welcome it must have been to have your room ready and be able to settle in straight away. And on your last evening, we are so glad our team found a way to take care of your luggage so that nothing stood in the way of enjoying your final adventure in Dubai. These are exactly the moments when genuine hospitality matters most, and your words will be proudly shared with our team. Thank you for choosing to stay with us and, even more importantly, for wanting to choose us again. We very much look forward to welcoming your family back to your Dubai home. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are delighted that you found Sofitel Dubai Downtown A. comfortable and relaxing place to stay during your time in Dubai. We also appreciate your comment regarding the Wi-Fi. We know how important it is to be able to connect easily, especially when travelling for business, and we hope this will feel much smoother on your next visit. It would be A. pleasure to welcome you back and make your next stay even better than the last. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for your lovely feedback. After an early morning arrival, we are especially pleased that our team could help you settle in comfortably and make the start of your stay an easy one. We are also glad the welcome treats were waiting for you after your journey. Thank you for choosing to stay with us. We hope to have the pleasure of welcoming you both back whenever your travels bring you to Dubai again. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are very pleased that you felt so warmly welcomed and that our Heartists made such a positive impression during your stay. We will make sure your kind words reach Vicky and Jandeep Reddy personally. We also hear clearly where your experience could have been better, particularly when it came to the comfort and cleanliness of your room and the Club dining experience. These are areas we are already giving greater attention to following your comments. We are especially glad that breakfast was such a highlight, and we hope that on your next visit, the rest of your experience feels every bit as enjoyable. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry that you did not feel listened to when you raised your concern with us. This is not how we want any of our valued guest to feel. Your experience has been taken very seriously. We have already addressed what happened with our Venue teams and reinforced the way we care for and respond to our guests, so that everyone feels equally welcomed and respected. We also truly appreciate the time you took to share your feedbacks with Trisha, our Venue Manager. She was grateful for the opportunity to listen to you personally and to explore how we could make things right after such a disappointing experience. Thank you for giving us the opportunity to act on what you shared. Should you choose to return, we sincerely hope you will feel the difference in the care and attention you receive from us. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are delighted to know that you had such a comfortable and enjoyable stay, and that both your room and the service from our Heartists made your business trip all the more pleasant. We hope your future travels bring you back to Dubai and give us the opportunity to welcome you again. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing such lovely words about your stay. We are especially pleased to know that you felt so well looked after and that nothing ever seemed too much trouble for our team. Eric will be delighted to hear your kind words, and we will make sure your recognition reaches him personally. Thank you also for mentioning the firmness of the bed. Comfort is very personal, and should you stay with us again, please let us know — our team will be happy to explore options to make your sleep more comfortable. We look forward to welcoming you both back for another beautiful stay in Dubai. With appreciation, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for such a lovely review. We are so happy to know that the suite upgrade was a wonderful surprise and that you loved the magnificent view — it sounds like it made your stay that little bit more special. Knowing that you described your experience with us as simply “excellent” is a wonderful compliment to our team. We hope to have the pleasure of surprising you again the next time you are in Dubai! Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for sharing your experience with us. We are especially pleased to read your words about Tanya and to know how helpful she was during your stay. We will make sure your wonderful recognition reaches her personally. We are sorry, however, that your arrival experience left you disappointed. We have taken your comments regarding the check-in experience seriously and have already followed up with the team concerned. As a Platinum member, we truly value your loyalty and the trust you place in us each time you choose an Accor hotel. We hope to welcome you back and give you a much smoother experience from the very beginning. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for taking the time to share such detailed and thoughtful feedback with us. We are very pleased that you and your family enjoyed your stay overall, especially the room and its views, our pool, breakfast, and the warmth of our Heartists. Your kind words about Anesu will certainly be shared with him personally. At the same time, we are genuinely sorry for the shortcomings you experienced, particularly upon entering your room. We have already followed up on the points you raised with the teams concerned, including the cleanliness and maintenance of the room, the responsiveness to your requests, and the breakfast experience. We also appreciate the smaller observations you shared — they matter, and they have not gone unnoticed. Most of all, we are happy to read that despite these points, you and your family enjoyed your time with us and hope to return. We would love to have you back and make your next stay even better. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, Thank you for choosing to stay with us once again. As a returning guest, you know our hotel well, so we are particularly sorry to hear that the service did not feel as good as on your previous visits. We have listened carefully to what you shared about breakfast and your experience in the restaurant, and we have already addressed this directly with the team concerned. You should always feel warmly welcomed and well cared for when you are with us. We truly appreciate your continued trust in Sofitel Dubai Downtown. More than anything, we hope that your next stay will remind you of why you have chosen to come back to us so many times. Sincerely, Sophie Dumont - Quality Manager

Dear Valued Guest, We are genuinely sorry for the start of your stay. After an eight-hour flight and already arranging your day around our 3 PM check-in time, the last thing you should have faced when arriving tired at 3:30 PM was another hour of waiting for your room. We have already addressed this with our teams, as we know how important it is for our guests to be able to settle in and rest when they arrive. We are glad that once in your room, you found it comfortable and perfectly clean. We have also taken your breakfast rating seriously, as this clearly fell short of the experience you expected from us. We hope you will give us another opportunity to welcome you to Sofitel Dubai Downtown — and this time, let your holiday begin the moment you arrive. Sincerely, Sophie Dumont - Quality Manager