Sofitel Abidjan Hotel Ivoire 5 stars

We recently stayed at Sofitel for a three-day World Bank Group workshop involving approximately 30 participants. The workshop took place from July 15 to 17, 2026. Unfortunately, our experience fell significantly short of the standards we would expect from a property of Sofitel's reputation. 1. Room Management and Guest Experience Room assignment management was highly disruptive and unprofessional. Several guests were checked into rooms and later asked to relocate because two floors had been reserved for a government delegation. We were told that rooms were to be reassigned to the Olympic de Marseille’s soccer team and we had to move out of our rooms as quickly as possible. Hotel Staff contacted guests who had already settled in and instructed them to move, creating unnecessary inconvenience and uncertainty. In my case, a staff member told me over the phone: “Madame, vous allez quitter ou nous allons le faire d’une manière désagréable !” This tone was unacceptable for any guest interaction, let alone at a five-star hotel. Although the staff member later apologized, the incident reflected poor coordination and a lack of basic customer service standards. Such changes should be handled proactively, respectfully, and without disrupting confirmed guests. 2. Inadequate Conference Facilities The audiovisual support provided for our workshop was consistently below expectations throughout the three-day event. The microphone system repeatedly malfunctioned, making it difficult for participants to hear one another and engage effectively in discussions. Given that the primary purpose of our stay was a professional workshop, the poor quality of the sound system had a direct impact on the effectiveness of the event and the overall participant experience. 3. Poor Customer Service at La Brasserie The level of service at La Brasserie was also disappointing. Several members of our group experienced interactions that were unfriendly and unwelcoming. In one instance, a colleague chose to stop visiting the egg station entirely because of the consistently rude behavior of a staff member. Such experiences are inconsistent with the hospitality and customer service standards expected at a five-star hotel. While we selected Sofitel expecting a high-quality experience for an important international workshop, the combination of room disruptions, inadequate conference support, and poor customer service significantly detracted from our stay. We hope this feedback is taken seriously and used to address these issues so that future guests, particularly groups hosting professional events, receive the level of service associated with the Sofitel brand.

Dear General Manager / Management Team, I am writing to formally express my deep disappointment regarding the service and treatment I received from Sofitel Abidjan Hôtel Ivoire in connection with my wedding celebrations on August 5, 2026. As a returning guest who chose Sofitel Abidjan for several stays surrounding my wedding and honeymoon, I had a high level of expectation regarding the quality of service, professionalism, and attention to detail that one would reasonably expect from a five-star hotel. 1. Significant Hotel Reservations For my wedding and honeymoon, I made several reservations at the hotel, representing a significant financial commitment: - August 4 – August 5: 2 Rooms — $584.57 / 335,236 FCFA - August 5 – August 6: 1 Suite — $742.33 / 425,709.50 FCFA - August 7 – August 8: 2 Rooms — $581.95 / 328,000 FCFA - August 8 – August 10: 1 Room — $571.95 / 328,000 FCFA Total accommodation value: 1,416,946 FCFA In addition to these hotel stays, I specifically decided to host my wedding cocktail at Sofitel because I trusted the hotel to provide the level of service and quality appropriate for such an important occasion. 2. Wedding Cocktail – August 5, 2026 For my wedding cocktail, scheduled for August 5, 2026 at approximately 3:00 PM around the Sofitel swimming pool, I selected the cocktail package for approximately 50 guests, including: - Six varieties of canapés - Hot and cold canapés - Alcohol package The total value of this package was 900,000 FCFA. Unfortunately, the service delivered was far below what was agreed upon and what I expected from a five-star establishment. The venue around the swimming pool was not adequately prepared and was visibly dirty. More importantly, the cocktail package that I had paid for was not delivered in accordance with the quotation. We received only one round of cold canapés and one round of hot canapés. Most importantly, the alcohol package included in my quotation was not provided at all. No alcohol was available for our guests despite this being clearly included in the package we purchased. This was particularly disappointing because this event was not an ordinary social gathering. It was part of my wedding celebration, an important and once-in-a-lifetime occasion that I had entrusted to Sofitel. 3. Attempts to Resolve the Matter What made this experience even more disappointing was the manner in which my concerns were handled after I brought the matter to the attention of hotel management. I personally reached out to several members of the management team in an effort to find an amicable solution. Unfortunately, I did not receive the level of responsiveness or professionalism I expected. In particular, Mr. Asse Michel, Banquet Director, displayed what I considered to be a highly disrespectful attitude toward me and, most concerningly, toward His Excellency Ambassador Manlan, former Director General of Protocol at the Presidency, who was present and involved in the situation. Ms. Coulibaly Kadidiatou subsequently came to verify the circumstances and hear our account in an effort to identify a solution. However, despite this intervention, we did not receive any meaningful feedback or resolution. I also understand that Mr. Coulibaly Mohamed, Commercial Sales Director, considered offering a store credit as a possible resolution. While I appreciate that an attempt was made to find a solution, this option is not acceptable or practical for me because I do not reside in Côte d'Ivoire and therefore have no reasonable use for hotel credit. 4. Cancellation of Remaining Reservations Given the manner in which this situation was handled and my loss of confidence in the hotel's ability to provide the level of service expected, I made the difficult decision to cancel my remaining reservations: - August 7 – August 8: 2 Rooms - August 8 – August 10: 1 Room This decision was not made lightly. I had originally planned to continue my stay at Sofitel for my wedding-related activities and honeymoon. However, the experience surrounding my wedding cocktail significantly affected my confidence in the hotel. 5. Requested Resolution Considering the circumstances, I am formally requesting a full refund of the 900,000 FCFA paid for the wedding cocktail package. I believe this is a fair and reasonable request because the services included in the package were not fully delivered, particularly the alcohol package, and the overall service and condition of the venue did not meet the standards represented by the quotation or reasonably expected from a five-star hotel. I would also appreciate receiving a written explanation of the hotel's position regarding this matter and confirmation of the refund process. I chose Sofitel Abidjan because I believed that the hotel would help make our wedding celebration memorable for the right reasons. Unfortunately, this experience has instead left me deeply disappointed. I sincerely hope that the management of Sofitel Abidjan will review this matter seriously and take the appropriate steps to resolve it professionally and fairly. I look forward to receiving your written response and confirmation of the full refund of 900,000 FCFA within a reasonable timeframe. Thank you for your attention to this matter. Sincerely, Ghislain A., M.B.A., M.S.T.M.

Overall, the room was good and I thoroughly enjoyed the dinners I had at the restaurant. However, I believe you need to relook at how you cater for breakfast, as my experience was quite horrible. Although food was available there was nowhere to sit, and I was unable to get proper assistance due to a language barrier with the staff to even get a simple cappucino to go at least. I hope you find this feedback constructive and use it to improve the breakfast experience for future guests.