Was really average experience I waited from 12 pm to 6:30 pm to be checked in

To begin with, I was very pleased to discover that I had accumulated points under the loyalty programme and had Gold status. This genuinely made me happy and encouraged me to choose one of Accor’s hotels to continue my loyalty to the brand. I would like to share a brief review of my recent experience, in the hope that it will be useful in improving the guest experience. I made my reservation by phone for one night on the occasion of an important family event. The staff member I spoke with was extremely helpful and cooperative, and left a very positive impression on us from the very beginning. He explained that I could redeem my loyalty points towards the payment, and also informed me that I might be eligible for a complimentary upgrade, subject to availability. He advised me to speak with the Front Office upon arrival. I also informed him that I would be arriving at the hotel at 1:00 p.m. and that, if a complimentary upgrade was not available, I was prepared to pay the difference for a higher-category room, as I was genuinely interested in experiencing that room category. He assured me that an upgrade might be possible given my membership status. The call ended on an excellent note, and I left the conversation feeling that I had a very promising experience ahead of me. However, upon arriving at the hotel, the check-in experience was completely different. The check-in process took an excessively long time. I had to wait in the lobby and return to the Front Desk three separate times. It also became apparent that the receptionist, Mr. Ibrahim, was not sufficiently familiar with the details of the loyalty programme or how the points and upgrade benefits worked. He repeatedly consulted his colleague regarding my reservation and the system, and eventually left for the bac k office. Afterwards, Ms. Reem from Guest Relations came over. Her response was clear: a complimentary upgrade was not available, even though better rooms appeared to be available, and the only option was to pay the difference for a better room. After the lengthy wait, I decided to pay the difference and take the better room, particularly because the family occasion was important to me and I wanted the experience to be a special one. As for the room itself, it was excellent overall in terms of its size and standard. However, the level of cleanliness fell short of expectations, as we noticed several areas that reflected a need for greater attention to housekeeping and detail. On the other hand, breakfast was a major highlight of the experience. It was outstanding in every respect. The food was varied and exceptionally delicious, and the service was excellent. To b e completely honest, it was one of the best — in fact, the best — breakfasts we have had this year, and it certainly deserves recognition. The hotel’s atmosphere, interior spaces and lobby were also beautiful and impressive, and the valet parking service was excellent as well. There was, however, another issue that I found uncomfortable: the presence of a large number of hotel employees in different areas of the lobby, with the noticeable impression that some of them were repeatedly observing guests. In my view, some members of staff would benefit from more extensive training in guest interaction and in respecting guests’ privacy, particularly in public areas. The final issue, and one of the most unpleasant aspects of the experience, occurred during check-out. As we were leaving the hotel, we were surprised to find dozens of people standing in front of, behind and around the entrance. It appeared that they were attending an event or training course. Their presence created significant congestion and inconvenience, and several of them were also smoking heavily directly in front of the entrance. Trying to make our way through the crowd to reach our car was an extremely unpleasant experience, particularly as this is the main entrance and exit for hotel guests and should have been a much more organised, comfortable and private area. In conclusion, I genuinely appreciate the positive aspects of the experience, particularly the reservation staff member I spoke with by phone, the breakfast, the quality of some of the hotel’s facilities, the atmosphere of the lobby, and the excellent valet parking service. Unfortunately, however, the check-in experience, the handling of the loyalty benefits and upgrade request, the level of cleanliness, the way guests were treated in the lobby, and what we experienced at the entrance when leaving all combined to leave me with a negative impression. Personally, this experience fell significantly short of my expectations and, ultimately, was a disappointing experience, particularly because I chose the hotel as a Gold member of the Accor loyalty programme and was looking forward to a special experience for an important family occasion. I am sharing these comments candidly because I am genuinely interested in continuing my loyalty to Accor, Abdulrahman a. gm… 00…58

I recently had an event in the hotel and it was a big success. The front office team (Abdullah, Roayah, Ibrahim and others) the F&B team (Khan, Nawaf, Diler and team) concierge (Faisal, Mohammad & special thanks to Sultan for taking care of the entire transportation) Zeline Retaurant (Ali, Khadija , Yusuf, Feb, Hidayat, Akhil, Budur & team) were very supportive & helpful at all the time. i would really recommend to everyone to choose Sofitel Riyadh Hotel & Convention centre for their next stay / event / occassion.

Unprofessional concierge service

Wonderful room and hospitable staff

Great facilities, amazing breakfast buffet, huge room, and the staff are incredibly well trained.

I had an amazing stay a special thank you to “Fahad Altaweel” فهد الطويل for his exceptional hospitality and care to small details and make sure I have a comfortable and enjoyable experience!

Well located beautiful architecture with captivating interior, comfortable beds and extremely helping staff. I have never seen such an extensive buffets la out in for Breakfast and lunch a dinner. Hats off, Wish I could have stayed and enjoyed more

I truly enjoyed my stay at your hotel. The staff was very friendly and one person came to mind Fadel. he was very helpful and his smile was contagious.

Amazing service from front office to housekeeping

Was excellent and luxurious

Areas for Improvement: * The car arrival and valet reception experience could be more professional, particularly in terms of welcoming guests and first impressions. * The room control buttons require better cleaning and maintenance. * The television in the suite and higher-category rooms should ideally be installed on a swivel or rotating stand to provide greater viewing flexibility. * The check-in experience was excellent overall; however, the process could be faster and more efficient. * At Restaurant Zéline , Sudanese music was played on Friday at approximately 9:30 PM. The music selection may need to be reviewed to ensure it aligns with the restaurant's atmosphere and overall concept. * Hair was found inside the pocket of the bathrobe, which raises concerns regarding laundry and quality-control standards. * The bathtubs in suites and higher-category rooms should have a stronger water-flow faucet rather than relying only on a rainfall-style water outlet, for better practicality and guest comfort. * Cotton buds were not available in the room amenities. In addition, the toothpaste provided was of a very basic quality; it would be preferable to offer a higher-quality brand or one that matches the quality level of the other bathroom amenities. * The swimming pool would benefit from a heater to improve guest comfort and allow for better use during cooler periods. * The bed was not comfortable and could be improved to provide a better sleeping experience. Overall, I appreciate the positive aspects of my stay, particularly the excellent check-in service. I hope this feedback will be helpful in further enhancing the hotel's service standards and guest experience.

The room was very good and comfortable... The resturant was great.. It is one of the best open buffet i have tried for breakfast and dinner

The honeymoon package arrangements were below expectation

Hi. The stay was broadly good with good facilities, particularly the gym. Staff were friendly. Two issues which makes me unlikely to stay in your hotel again: I got into my room and was settling in when a member of staff came to 'empty the minibar'. Why?? Do you think I was going to take it. That left a bad feeling at the start of my stay. the curtains in the room were opening and closing by themselves and making a lot of noise every few minutes. I mentioned this to reception around 6pm. I was told by the supervisor that this would be attended to. I came back later that night and the problem was not solved. I did not have the time or energy to call reception as I was leaving at 2:30am for a flight. The curtains disturbed me all night.

Well located hotel, comfortable and quiet. All staff are friendly and professional and showed care to provide me the best service during my stay. Pricy but definitely worth it.

Wonderful hotel; attentive staff, great ambiance.

A big thank you to the entire Sofitel team for making my stay such a wonderful experience. 🤍 Starting with the Front Office team, especially Yousef, who was absolutely amazing. He genuinely showed care and attention and went through every detail to make sure everything was perfect. A special thank you as well to the restaurant team, especially Bader and Ali, for their warm hospitality, wonderful showcase, and professionalism throughout. Thank you, Sofitel team, for the exceptional service and genuine hospitality. Looking forward to seeing you all again soon! ✨🤍

nice experience