We stayed at SOFITEL as a family and we unfortunately experienced several hiccups:
-We had clearly booked a room for 4 people, yet the room did not have enough beds to accommodate us all. We were given a cot, which was barely fit for our 2 year old, and we were CLEARLY told by the hotel staff, that they expect us to accommodate our 5 year old in our bed in a rude manner. With no efforts whatsoever in making a bed available for him.
-We were told we were upgraded, yet the room simply matched our booking.
-The lifeguards by the kids' pool were constantly using their phones and wearing earphones, raising great concerns for our kids' safety.
-We asked for beach towels, which came about an hour late. This made it quite inconvenient for us to make sure our kids were not freezing when they came out of water.
-Inside the room, the light on top of the toilet mirror loosened and fell on my wife's head. We called the reception, they sent a technician to fix it, who also left the toilet in great mess afterwards.
-On a peak, Eid break, the resort had chosen to use very toxic paint to paint and maintain the roads leading to the pools.
-Worst part of all was, upon checkout we discussed all our concerns with the Guest Relations officer on April 27th, whose simple answer was to us: I am not aware of all this, and I will have to investigate.
It is quite sad that the resort's beauty does not match its terrible service, and that we truly did not get value for our money.