Sofitel Sydney Darling Harbour Hotel 5 stars

WithIn COVID pandemic situation, well management And generally all of staffs was nice. Just I was waited for check-in time One hour (4pm), but understanding busy school holiday time.

Fantastic room. Excellent service

We enjoyed a really nice stay. Staff did their best with COVID restrictions. The room was great as well as the pool. Thank you

there were a few issues during our stay, and i believe it was mostly affected during to covid 19 situation, however, there is room for imporvement. 1. we waited for 14 lifts due to 4 person restriction 2. we were not able to use the pool - due to crowd control, suggest to place time limit as some stayed for long duration, kids on holiday just wanted a dip, and one of main reason for booking the trip is to let the kids have some fun in the pool - turned back on both days, only managed to get in in a cold morning, which was too cold 3. room dining for breakfast was ordered at the night before for delivery at 8am the next morning. did not receive the delivery until 8:45 4. room dining for breakfast was charged to account - where breakfast has been pre purchased and restaurant dining was only limited to 6:30 or 11am slot - which is not suitable timeslot for most. a refund has been requested.

Thank you so much to Gemma for ensuring we were looked after on our recent stay. Also, the Guest Services Manager who is so welcoming and professional. We can't wait to come back and stay! Jo, Sophie and Layla M.

Overall the hotel was brand new and very clean and in a great location in Darling Harbour. The a la carte breakfast was disappointing as it felt like buffet food just served to you. You could tell the fruits and eggs were all precut and dry or precooked and luke warm. The lifts going down at check out time was painful. Understanding that it is a covid requirement. Perhaps the hotel could sign post that stairs can be used by hotel guests and make it fun as in get your exercise in for the day. But save 1 lift for staff to bring the bags down for guests prior to checkout time. Otherwise it was a pleasant F. stay.

My boyfriend and I only stayed for one night but we had the best time and did not want to leave. Our room was stunning and the bed was great. The staff were also great and super helpful especially a young man named Felix who was so lovely and gave us great advice about the area and really made our stay just that extra bit special. Thankyou to him and all the other staff x

The stay was amazing from the service to the facilities. Understand the challenges regarding lifts at check out and social distancing, however, it would be great to advise people of this when they check in so you can manage your time. My children and I waited for 45 minutes to get in a lift when we went to leave with all the guests on lower floors passing us to go up and then to come down. We tried to go back to our room but our key no longer worked. If we had of known this in advance, we would have left our check out until a little later.

Great experience first time for 5 star Didn't disappoint Staff were great

Booking reference JRWSBDLM superior Room with Darling Harbour view was booked on the 3/10/2020 via your reservation phone line with team member “Elma”. Booking was for Saturday 10/10/2020 for our Wedding Anniversary. I explained to Elma that we would have our 7year old son staying with us and that we would require a roll away bed or sofa bed for him to sleep. Elma reassured us during the phone call that this was ok and that she would add a note to the booking request for the roll away bed. I explained to Elma that we have a 6 year old daughter who would not be staying the night as we understand your rooms are only for 3 guests maximum. I advised Elma that our daughter would be joining us for breakfast at the hotel on the Sunday morning and I requested to find out was the process was to arrange this as we were happy to pay as she was not staying in the hotel. Elma requested to speak with her manager and put us on hold. Elma returned stating that this was ok and that the breakfast would be free due to her age and that she would add a note to the file. By now we had been on the phone for approximately 10-15mins booking the room. Elma was very lovely, helpful and polite during our conversation. I explained that we would be using a combination of Accor gift cards $350.00 and would pay the rest on card which was not a problem. We received a confirmation email for the booking and then later on the same day received a modification email which appeared to include the same information: Superior room with king bed for 2 adults and 1 child for the 10/10/2020. The notes were also added on the booking regarding our 6 year old joining us for breakfast and payments via gift cards on the day. We arrived at the hotel for check in 3pm it was very busy and a big line up for check in, when we checked in my son was with us and we were asked how many guests? We advised 3 in total with my son and explained it was our wedding anniversary. We got the swipe card to our room on level 27 and there was no roll away bed/ sofa bed. I used the room phone to call reception at approx 345pm to request the bed be made for my son as advised when making the booking and when checking in we would need a roll away for our 7year old. I was advised over the phone by the reception staff that this was not on the booking. I explained the room was booked for 2 adults and 1 child so evidently we would require a extra bed. I stated this was discussed in length with the reservation team at time of booking. They advised they would organise the bed so the phone call ended. We went to the pool which was heavily overcrowded with no where to sit or lay all seats/lounges taken long line up for the pool bar so we left and went down to Harbourside bars for a drink. We returned to the room at about 630-7pm and still no roll away bed. We went down the lift to speak with reception regarding the rollaway. We were told that the bed was not on the booking and the room we were in would not fit a bed. We were told that because it said a child that they would sleep In the king bed with us. I explained he is 7 and look at the size of him (very tall) that this was not possible. I explained again that we were their for our wedding anniversary and that this was all discussed at length with Elma when the booking was made. We were advised from the reception staff that we got the better room because it had the bath for our anniversary. I explained that the bath is the least of our concerns when our son hasn’t got a place to sleep. I requested that they look for another room that would fit the rollaway, they said no other rooms were available. They advised that putting the roll away bed in now made the room a hazard. I requested if this was not possible or another room was not available that we would like a full refund of the $459 for one night as he needed somewhere to sleep. This went on and on and he went behind the reception to talk to another team member etc and said we will do the rollaway but it will be to tight and we won’t have room and it’s now a hazard. I explained again when you book for 2 adults and 1 child with the assistance of the hotels reservation team that they would be able to get this right and not to have guests chasing this up with hotel staff on 2 occasions and then have to plead our case to request a bed that we had booked in advance. Overly disappointed with the experience and made the afternoon/ evening not enjoyable. Time wasted to organise a bed that should have been ready and set up for check In. For $459 a night the service of reception staff made us feel like it was our fault and that it didn’t say it in the booking so to bad it’s not our problem. Clearly a booking that states 2 adults and 1 child is clear enough for anyone to realise. We must of had a total of a 20min conversation with Elma to book the room. Not a great experience and left feeling disappointed for our one special night away.

The service was great. Both view of the hotel to the city side (ANZAC Bridge) and harbour side (Darling Harbour) are magnificent, especially from the 35th floor of the Club Millésime executive lounge. Good parking nearby at the ICC carpark. The hotel staff tried their best to comply with the highest standard of the Covid time. In-room dining and breakfast in lounge are beautiful. It's a pity that bars & restaurants are not fully opened during the week.

The only negative was check out & the lifts. Maybe the check out time needs to be staggered or do odds & even at certain times. People totally disregarded the 4 people to a lift. That was due to frustration of waiting around.

very good although the waiting in the lifts due to maximum of 4 people only is agonizing. We have to wait for long period of time. We were almost late for a breakfast birthday party due to long waiting in the lift.

Booked the kids staycation package through website, our daughter was so excited for the kids robes and icy poles. Called to request both and was told we didn’t have the staycation package as we didn’t book a second room. This wasn’t clear at all when booking, especially since I booked through this link on the website. The person gave us a few icy poles as a one off. The lady who took us to our table for breakfast each morning was so lovely and friendly. The other staff were not friendly and I didn’t feel like we had personal service like I’ve had in other hotels. Perhaps this is due to Covid? Room was clean and in great condition, location was good.

Great location, friendly staff and comfy beds. We stayed in a Darling Harbour view room, whilst the view was great I wouldn't necessarily call it a Darling Harbour View, as it was on the side of the hotel it was more a Pyrmont Bay view. The elevators in peak times were ridiculous, it took us 32mins to get on an elevator that was jam packed even though COVID restrictions said only 4 people, no one wanted to wait any longer.