Sofitel Spa with L'Occitane — Local services in Dubai

OnI hope this letter finds you well. I am writing to express my deep disappointment regarding an incident during my recent visit to Sofitel the Palm L’Occitane Spa on Sunday, 2 February. I have been a loyal guest for years, and it saddens me to report that my most recent experience was marred by unprofessional behaviour, questionable customer service practices, and what I believe to be racial profiling.

To provide context, I visited the spa with four guests, including myself, who had 10:15 AM massage bookings. I paid for three guests, and my colleague, who is Caucasian, paid for herself. We checked in together and enjoyed the spa services. However, during checkout, I noticed a disturbing and discriminatory interaction that made me uncomfortable and singled out.

Upon our arrival at the checkout area, I observed the presence of three customer service agents, all of whom were accommodating, professional, and patient. However, an additional fourth staff member was present when we prepared to leave. This fourth employee paid no attention to us while we waited on the sofas for our two remaining guests to finish. Despite my group being seated for over 15 minutes, she did not approach us or inquire about any issues with our checkout process.

Once all four of us were assembled, she approached me directly, tapped me on the shoulder, and asked for my name, which I provided without hesitation. I had experienced this before at Sofitel and assumed it was a standard procedure for gathering feedback. However, after walking back to the desk and returning, she waved me off, stating, “You can go; you have paid.”

What is particularly troubling is that my Caucasian colleague stood there waiting for this confirmation, expecting she would be asked if she had paid. However, the agent turned her back and went on her merry way without acknowledging my colleague, confirming that her actions were based on racial undertones. This was not an isolated oversight, but a clear example of preferential treatment based on race.

This interaction was troubling for several reasons:

Racial Profiling: At no point did this staff member approach my Caucasian colleague to inquire if she had paid or to verify her name, despite us checking in together. She only asked for my name and processed my exit without confirming whether my colleague, who paid separately, had settled her bill. This was an example of racial profiling, as her focus was solely on the People of Colour in the group. Failure to Follow Protocol: When I pointed it out, the other three customer service agents were perplexed by her behaviour. She should have checked with them if there was any doubt about payment before singling out our group. A simple inquiry of “Are all four of you paid for?” would have avoided confusion and ensured proper protocol was followed. As a long-time Sofitel the Palm Spa patron, I am deeply disappointed by this experience. This behaviour was unprofessional, disrespectful, and indicative of a broader issue of cultural insensitivity. I strongly recommend that this staff member be retrained on proper customer service protocol and undergo cultural sensitivity training to address her overt and covert biases. Your team must foster an inclusive and respectful environment for all guests, regardless of race or ethnicity.

Please investigate this matter and take appropriate action. This incident has made me hesitant to return to your establishment, which is unfortunate given my positive experiences in the past. Thank you for your attention to this matter. I look forward to hearing from you. e of the...

My family and I first visited the hotel last year and had a wonderful experience, which is why we decided to return in November 2023. Unfortunately, our experience this year was not as positive as last year, but we still found many enjoyable aspects during our stay.

Checking In: Our check-in experience was the worst I've ever had. We arrived at the hotel at 1:30 PM but didn't receive our room until 4:30 PM, which was well past the check-in time. Although we liked our room when we visited it around 2 PM, we were informed that we needed to wait an additional 15 minutes for cleaning to be completed. After being told to wait for "15 more minutes" five or six times, our patience ran out. Approximately two hours after our arrival, we requested to speak with a manager. The individual we spoke to was Chahrazed Allaoua, the duty manager. The way my father and I were treated was unlike anything I've experienced in any other hotel. There were no apologies, and Ms. Allaoua seemed unwilling to listen to us, frequently interrupting when we were speaking. Her main argument was that we had arrived before the official check-in time, even though it was already after 4 PM when we began speaking to her. While we eventually obtained our room, the three hours of waiting and feeling humiliated were never acknowledged, let alone compensated for with a simple apology.

Food: Similar to last year, we opted for the half-board package and dined at all the restaurants. The dine-around menu had improved at some restaurants (particularly at Porterhouse Steaks & Grills), but had worsened at others (such as Hong Loong and Moana). Towards the end of our stay, instead of ordering from the dine-around, we used our allowance and rediscovered restaurants from different perspectives. The Pekin duck at Hong Loong restaurant was delicious, and we would like to extend our thanks to Chef Kamil for preparing an exceptionally good dinner, as well as to Winnie for providing excellent service. Additionally, a big thanks to Sebastian from Porterhouse Steaks & Grills for his high-quality service and attentive approach to fulfilling customer requests. Laguna Beach Taverna & Lounge is the gem of the hotel, and I highly recommend it: the food is delicious, the cocktails are very good, the ambience is fantastic, the view is unbelievable, and the service is excellent. I also enjoyed the fresh bakery and hot drinks at Olivier's.

Premier Lounge: This year, the service has significantly declined. Some of the waiters speak very little English, orders were often mistaken, and at times, it felt like nobody noticed us. However, I would like to acknowledge the professionalism of manager Elena, who consistently strove to provide the best service to the guests.

Room: The room itself was good, but the housekeeping was much worse compared to last year. On several occasions, our room was simply not cleaned before dinner, which was very inconvenient. Additionally, it was frustrating to have to call housekeeping multiple times to remind them to bring toilet paper or refill the shower gel bottle. These are tasks that you would expect not to have to spend time on when staying at a 5-star hotel.

Beach and Grounds: The beach and overall hotel grounds are well-maintained, and this is a significant advantage of the property.

Summing Up: While we enjoyed our stay at the hotel, the management falls short in several aspects. I am uncertain whether I would return unless significant changes...

Ill be honest and fair. I knew about this Spa since last year and knew they had Prenatal Massage, i also knew they wont accept you before 3rd month starts. So i had huge wish to have a massage with them for a year! And finally when i reached the point where im allowed by the doctor to get one i informed my friend that i would really LOVE and Looked forward to have the massage there, trust me i never wanted a massage that badly as when you are pregnant.. and i wanted it to be there in L’occitane Spa as they have beautiful atmosphere, amenities and staff. So i finally got the certificate and made a call there to book an appointment, where i got the reply that if im 8 month they wont accept, WHILE upon purchase my friend specifically mentioned that im at my 8th month and its fine. So they were eager to sell it i guess, while cannot provide the service. I was so disappointed because i REALLY REALLY wanted massage particularly from there, i was so sad but then angry and gave a call back to clarify. Where the receptionist said that she checked and they allowed me to go through the procedure only if the written consent is given, i said ok. Well, thanks, but the experience already started to be less exciting, when i came everything was good, all are hospitable, and masseuse her name starts with (J) was also very lovely, we finally proceeded to the massage, its pleasant but not what i expected for their price, and i have a feeling that is the guidelines of spa, not the master, her technique is hood and well performed but it was obviously directed to her how. So being Spa, and giving that little (no essential oils were presented, the bed was not functioning well, there was only one extra pillow, maybe i should have asked but i thought maybe they will offer) so giving you my full experience with all honesty and thoughts. At tge end my body was partially sore and relaxed😂coz i could find comfortable position at the same time i dont want to bother the master with the fidgeting. Jentrix is the name if Im not mistaken, im sorry if i am, you are really good and professional, just the experience overall was not what i expected… the procedure finished with the tea and nuts, and i left disappointed. Thinking that i wanted it so badly and i got 3/10...