4/10 欠佳
Alexandra
家人同遊, 親子同遊
2024年4月25日
讚好：整潔度和住宿狀況
不滿：職員與服務
We booked 3 rooms and requested they be near each other, two connecting. I received confirmation from Sofitel that our requests could be met. This was OVER 2 MONTHS before the stay.
At check-in, we were given 3 rooms on COMPLETELY DIFFERENT FLOORS. When I asked about our requests, the receptionist said "Sorry, there are no more connecting rooms, guests who checked-in earlier got them" EXCUSE ME? We booked a hotel at the airport because we had an evening flight & it wasnt after-hours. REMINDER: I RECEIVED CONFIRMATION OF CONNECTING ROOMS 2 MONTHS IN ADVANCE.
I showed the confirmation email and the receptionist said the message didn't come from the hotel. There was no record of our request.
Well then someone is parading as Sofitel on Expedia and replying to guests because its clearly signed "Sofitel London Gatwick"!
At this point we were all tired (baby, 2 kids, grandparents, and my husband & I). Three separate floors was absolutely not an option. "The best they could do" was two rooms on one floor (opposite sides of the hotel) and one room on a separate floor.
As my son and I tiptoed in our pajamas across the hotel to our second room (our family packed a single suitcase) a woman checked-in to the room ACROSS THE HALL.
I find the entire situation COMPLETELY absurd. A hotel of this size should be able to manage communications and accommodate their loyal guests (we have stayed 3x in 12 months and were offered room upgrades the day before. There were plenty of empty rooms)
Alexandra
於 2024 年 4 月住了 1 晚