北京索菲特大酒店

家庭友好

'Hotel furniture needs refurbishment & staff should learn from other Sofitel properties what a 5-star level service means' I started my 1-month Greater China trip in Beijing. Since I had a previous bad experience in another Sofitel property in Bali, I emailed them in advance to double-check that everything would go smoothly during my stay. However, no response so I called them and explained my situation. They were supportive of any requests I had. Upon arrival, except for some language barrier, there were no issues. However, with a translator app, we were able to communicate. The suite itself was big. I enjoyed the space and the view. However, the hotel needs a clear look at the furniture quality. It is worn out and needs to be replaced. I was shocked that this was a 5-star hotel suite... Furthermore, the staff is unaware of 5-star level services. Before I went out for dinner, I asked the front desk manager to send someone to my room for the turn-down service. He looked at me confused and did not understand what a turndown service is... I was shocked. Upon returning to my room after dinner, I found out that no one had done the turn-down service... To summarize, the hotel staff needs to learn what it means to be a 5-star hotel in terms of service and room design. I would think twice before booking this hotel again.

My family of 5 were there in March for 7 nights and I must say it was absolutely the worst experience we’ve ever had with an Accor branded hotel that has forever tainted the brand’s image for us. Firstly, we were traveling with 3 elderly parents so we wanted to make sure that the stay would be smooth and comfortable for them. With that and also the knowledge that our flight would only touch down late at night, we emailed the hotel in advance to request for the rooms to be on the same floor (so that we could take care of them easily if they needed anything) and to make sure an extra bed would be prepared for our arrival. They never responded to any email in English and finally did after we followed up in Mandarin (it’s not our main language). On the day of our flight, we were made to panic when we received an email from the hotel informing us that our booking would be automatically cancelled if we didn’t pay a deposit. This was despite the fact that ww had specifically selected the option to secure our booking at the time we made them because we knew very well that our flight was going to land late at night and that we would arrive at the hotel past midnight. We wrote back to the hotel with screenshots confirming that we did select the option to secure our booking as we were horrified at the thought of our family not having any accommodation upon arrival in a foreign country. They subsequently confirmed that our booking would be honoured but seriously, we did not appreciate the scare and definitely not just before our flight was about to take off. When we arrived at the hotel, it was already close to 1am. We were shocked at how the hotel looked like; the entire building was in complete darkness on the outside and it was also dingy on the inside. The front desk looked so messy, dusty and dirty. The hotel looked and felt nothing like the previous Sofitels that we have visited. The check-in experience was shockingly bad; there was zero recognition of any Accor status. We were informed that our rooms were allocated on separate floors and the extra bed was of course not prepared. While we understand that room arrangements are subject to availability, we had hoped that our Diamond status would at least warrant some care; we specifically contacted the hotel in advance to reduce the check-in wait and extra bed set-up time but all the effort was for nothing. Our suite was on the 23rd floor; despite the hotel’s no-smoking rule, the entire floor reeked of cigarette smoke. We reported it to the hotel manager but the issue was never resolved. They did offer to change our rooms to another floor but we weren’t going to have our 3 elderly parents pack and unpack and move everything around. For a hotel that opened just a few years ago, it looked like it has been severely worn out for at least a decade. There were also several basic issues: - Some of the curtain and light switches didn’t work - The phone’s handheld receiver didn’t work - The TV’s reception was very poor - One of the sinks in the suite was also clogged and after all the poor experience, we just couldn’t be bothered to get the hotel to fix anything anymore. Overall, everything just felt old, dirty and cheap. Their staff and duty managers were not knowledgeable and service recovery was severely lacking. One of the male duty managers was rather disrespectful and even smirked at us because we couldn’t properly convey our frustrations in Mandarin. This Sofitel was nothing like the other Sofitels that we had experienced before and it’s a shame that the hotel did not live up to the promise of its brand.

Such a dissatisfied and unpleasant experience. As I travel more than 6 months out of the year throughout Asia, I have some knowledge about hotels. Basically everything you expect from a Sofitel, you will not get. We had to change rooms 3 times because of strong smoke smell and mold in the second room. Breakfast is a disaster in a very, very dungeon like environment. I had to set our table for 4, twice during our stay as after 15 minutes, no one provided cutlery or anything. Than when I got cutlery myself, I got yelled at by a staff member. Unheard of. Also out of the 3 coffee machines, you're lucky if one works. If you suffer from dizzy spells or epilepsy, don't choose this hotel as everything is dark and reflective. We booked rooms with lounge access but the lounge should not be called a lounge. There were no glasses, one single bottle of wine - empty, very little food with no signs, no staff to explain or provide service. The other nights we just ordered snacks from outside to our room. The hotel suffers from the neglect as so many things in the room are damaged as shown in the pictures. Many of the electric outlets or curtains also didn't work. Overall it was one of the worst hotels I've stayed at in many years. I genuinely believed that we perhaps stayed at a Chinese knock off of Sofitel, and not part of the Accor brand. If you are gold or platinum member, don't expect to be recognized with fruit or welcome drink or upgrade. Accor membership counts for nothing. We overheard the concierge giving totally incorrect information to other foreigners that they can just go to Forbidden city and wave their passport. In reality you have to book tickets in advance and even to access Tiananmen Square, you need to register. So these tourist will have a wasted trip. Strongly do not recommend staying at this place. There are so many options in Beijing but this is not one of them for anyone except a sadist. Our next trip to Beijing we go back to our trusted New World hotel where they understand service. .

Stayed 2x nights at this Sofitel early May 2024. Great location, very central spot in Beijing city, short walking distance to the subway/metro for me as a fan of this transport mode. I heard from local friends this used to be a Marriott W hotel. Staffs were very friendly and attentive, answered some of my silly questions which possibly are common knowledge for locals but due to me being not back to China for a number of years therefore not familiar. Room was very spacious (upgraded to higher floor for being Silver, thanks to the lady at check in), good vibe and nice decor. The only tiny thing if I need to pick on was some of the wears and tears noticeable in the room, particularly around some of the scratches and damaged marks on the beige color wall panels in quite a number of places, it is likely due to the nature of the material used for those panels that make them easy to be scratched/damaged, however as they are very noticeable it is not a very good look for Sofitel being the premium level hotel it positions itself, suggest the hotel management to look into and rectify for customer experience. Breakfast options were great and large, many choices especially the Chinese options, coffee was not Barista made it was from the automated machine but I believe this is quite common in hotels in China? Other than above, loved my stay, would recommend.

As someone who frequently travels for business, I am impressed by the service and facilities at Sofitel Hotel. From the moment I stepped into the lobby, I felt their warm hospitality towards guests. The front desk staff are friendly and always willing to assist. Whether it's providing luggage handling services or offering information about the surrounding area, they are always ready to provide the best help for guests. Additionally, the dining options at the hotel are impressive. Whether it's breakfast, lunch, or dinner, there is a wide variety of choices to satisfy my taste preferences. The ingredients are fresh, the dishes are meticulously prepared, and each dish showcases the professionalism of the chefs. Furthermore, the ambiance of the restaurant is very comfortable, providing a relaxing place for me to unwind after a busy day of work. Overall, Sofitel Hotel has provided me with a comfortable accommodation experience during my business trips. Their attentive service and high-quality dining options have left me very satisfied, and I look forward to staying at this hotel again in the future.