Sofitel Abu Dhabi Corniche — Hotel in Abu Dhabi

Very disappointing experience. Saturday when we arrived to the room we experienced significant delays (we waited for one hour) for the coffee machine to be replaced as it was broken. We didn't want to risk using it in case it broke even more and we might get charged for it. Because nobody was actioning this through housekeeping and reception after making 4 calls to them, I had to call from my personal mobile phone and call directly to the hotel line to get through to speaking to someone. Half Board Dining Experience: As for the "half board" offer, it was insulting what we were offered for the buffet dinner at the restaurant on a Saturday evening! It explains why the restaurant was so empty! Despite the hotel promoting multiple dining outlets, the half-board option was restricted solely to the buffet restaurant — which was not made sufficiently clear at the time of booking. The buffet itself was well below standard, with a limited selection, poor-quality dishes, and little consideration for guests with dietary restrictions. It was below average for a 5* hotel. Would it be so difficult to consider adding one other restaurant as an option at least for the dinner!? Overall Service Attitude: Throughout our stay, the general attitude of many staff members appeared disengaged and indifferent. It is concerning that basic hospitality principles — courtesy, attentiveness, and accountability — were lacking across multiple departments. As a result of these repeated failures and lack of ownership from your team, we lost over an hour of our time — time we had intended to spend enjoying the hotel facilities. Instead, we were forced to chase basic services due to the incompetence and lack of accountability displayed by multiple staff members. It is important for your staff to recognise that we are paying guests. We were not staying at the hotel free of charge; we paid for a service, and it is reasonable to expect that basic standards would be met in return. Regardless of the amount paid, guests deserve the level of quality and care promised at the time of booking. It is therefore disappointing that basic requests and amenities were either delayed, ignored, or not fulfilled at all. Moreover, the limitations placed on the half-board dining options were neither clearly communicated nor appropriate given the number of restaurants available on the property. It is unacceptable for guests to pay for packages that are not transparently explained or fairly delivered. Valet Parking: Despite being reassured that our vehicle would be parked securely in the basement, we discovered on Sunday morning that it had been left outside in the heat. We could see our car from the room window when we looked down. This was deeply frustrating and infuriating, especially given the valet team's persistent insistence on handling the parking themselves even though we wanted to park it ourselves. Moreover, when our car was retrieved, your staff ran the air conditioning with all the windows down — showing a concerning lack of basic care and understanding of how to cool a vehicle properly after being exposed to 45-degree heat. Upon arrival, a member of your concierge/valet team took our valet ticket and assured us that our car would be parked securely in the valet parking area, stating that this is standard practice for all guest vehicles. However, this commitment was not honoured, as we later found our car left outside in the heat. This dishonesty is unacceptable and reflects a clear lack of care, attention, and professionalism. Unfortunately, it became evident throughout our stay that staff were quick to make promises but showed little intention or effort to follow through. The only positive experience we had was being able to use the pool and we had a positive interaction with Rajni in the buffet restaurant who we would like to commend. She was very attentive, professional, and one of the few staff members who showed genuine hospitality during both dinner and breakfast. Her service was a highlight in an otherwise...

I recently stayed at Sofitel Abu Dhabi Corniche (14 June – 18 June 2024) and encountered several issues that fell short of the typical 5-star standards we have experienced at Sofitel, and quite honestly was a disappointment for me in terms of my overall experience: Old Furniture: The room's furniture was outdated and worn out. Bathroom Issues: The water pressure in the bathroom was very low, and there was no rinser available in the toilet. Maintenance Problems: There were signs of rust and moisture in the bathroom, and overall poor maintenance and hygiene. Steam Room Miscommunication: I was informed the steam room was open, but upon arrival I was informed that it was under maintenance. Luggage Handling: there was no porter service available on my arrival and I had to carry my own luggage during check-in. Self-Serve Coffee: During breakfast, I had to make my own coffee, which is unexpected for a 5-star hotel. The facility was not staffed appropriately, and in response to my accessing the coffee making facility I was in fact told off for accessing a facility that was only meant for staff. I believe the lack of staff presence at the breakfast area made me prepare my coffee (6:40 am) in the morning and there was no rush hours during this time. However, there were no employees available to provide this service or manage the situation effectively. Room Size: I booked a luxury room for 4 nights but was surprised by how small the room was upon arrival and had to upgrade.

Sabina and Karilos were friendly to some extent and tried to offer solutions, but unfortunately, none of the issues were resolved during my stay.

The excuses about the hotel being old do not justify the various maintenance issues encountered during my stay. It is essential for the management to address these issues promptly to ensure a pleasant stay for guests.

The miscommunication regarding the steam room's availability was particularly disappointing. Despite specifically inquiring about the steam room's status, I was misled, resulting in a negative experience at the spa. In addition, she provide me with an answer that one of the spare parts is missing and due to the public holiday we couldn’t fix it. While they offered me the option to access another steam room within the SPA, I believe that this solution should have been offered right at the start and not after having informed me that the Steam Room was in working order.

They mentioned that the discount they offered me for the upgrade was a favor for the poor service/ experience, rather than the fact that the room booked was not up to standard and hence the need for an upgrade.

Finally, the compensation offered was adding insult to injury – an offer of AED 300, a 1-hour massage, and breakfast delivered to the room, in compensation for 4 days of poor experience. While the gestures are appreciated, they do not make up for the overall unsatisfactory experience. This was not the experience I was expecting from booking a Sofitel property… in fact there would probably be several Air BNB properties that might offer better service and in fact treat the customer appropriately.

Finally, despite providing feedback from the beginning of my stay, the lack of visible improvements left me feeling deeply saddened, upset, and homesick during this challenging period. The experience left me feeling helpless, and this is at a brand I trust and enjoy. I typically stay at the Sofitel in Dubai at the Obelisk and Downtown, and have never once had an experience like this. The staff repeatedly mentioned how old the property was and that it should not be compared to the hotels in Dubai. However, I would like to believe that the experience at a Sofitel should be comparable around the world. Hence the brand value.

Overall, this has been one of the worst holiday breaks if not THE WORST in my life. These issues significantly affected my stay, and I hope the management addresses them promptly. This experience has negatively impacted my perception of the...

As an Accor Platinum member, I recently made a reservation for two nights in December 2024 through the Accor website, utilizing two suite night upgrades. The hotel itself is stunning, the rooms are lovely, and the location is ideal. But that’s where the positives end. The service is abysmal, the staff is indifferent, and it feels like the hotel is being run by a management team that fails to properly oversee its staff, which leads to a significant decline in service standards. It's truly a disappointment, given the hotel’s beauty.

The rest of this trip has been a disaster and continues to be so, with unresolved billing issues.

Check-in: Completing the check-in process took over 30 minutes, and the check-in staff member was arrogant.

Rates: Despite making my reservation through Accor, the check-in person attempted to charge me nearly double. After a lengthy discussion, which involved him bringing in a colleague (possibly his manager?), they finally rectified the initial charge and billed me exactly what was quoted in my Accor reservation.

Suite: I had requested a sea view room, but instead, I was given a partial sea view room with a garbage bin in the master bathroom that still contained garbage from the previous guest. After the exhausting check-in ordeal, I was unhappy but decided to let it slide. It turned cold during the night, and when I tried to turn on the heater, it didn’t work. I figured I’d warm up with a hot shower, but after running the shower for an entire hour to no avail. I called maintenance for assistance with the heating and hot water. He was unable to fix the heater, and after running hot water for an extended period with hot water, he said he would turn up the water heater. That fixed the issue with the hot water, but the room heater still didn't work.

Complaint: I reached out to management to lodge a complaint. They responded promptly and relocated me to a sea-view room, which I appreciated. However, upon checking the heater in the new suite, I discovered it didn’t work either. The manager informed me that there was no heater, just A/C, and suggested I use my blanket if I felt cold at night. ??? What a strange thing to say. At least the hot water functioned, and wanted to let it be.

Bath: I attempted to take a bath and turned on the faucet, but it seemed that maintenance hadn’t decalcified the water faucet filter in quite some time, resulting in water spilling partially onto the floor. I unscrewed the faucet’s end filter, removed the accumulated residue, reattached it, and then it worked correctly. Unbelievable, that maintenance would catch like, like the water heater not working at the prior suite.

Billing: The first—and still ongoing—issue pertains to billing. After the attempted overcharge during check-in, I thought we had resolved the matter. However, when I checked out, I requested a final bill but was told they needed more time to fix their system. When I received the final bill via email, they had once again made an error and overcharged me. It wasn't a significant amount ($25), and typically, I would let it slide, but not this time. I emailed them on 12/28 regarding the billing mistake, and I have yet to receive a response.

If this were my company, I would have a serious discussion with the Chief Operating Officer or an equivalent position to understand what is going on. This hotel fails to live up to the otherwise exemplary service standard of Accor.

Request for Management: Please address my outstanding billing issue. I will also follow up separately

Jan 7, 2024 Update

Dear Poorvashee Rajub, Thank you for your reply and for providing your email address. I had meant to follow up with you, but then you proactively sent me an email with the updated and corrected invoice. I am very grateful for your prompt and proactive attention to this matter, as it resolves the invoice and billing issue for me. Thank you, Poorvashee, for your...