Once a year my partner and I use our cumulated miles and points for a reward journey. This year’s theme was the Basque country. Before the Sofitel in Biarritz we enjoyed superb Starwood cash and points deals in Elciego and San Sebastian. What you get from Accor in comparison is lousy. No upgrades, no free breakfast, …
The Accor-Thalassa marketing is well done, the expectation setting was high - The deception on site huge. A week prior to our arrival my partner got a sales pitch for Thalasso treatments from the hotel. The call went some how wrong. What she had understood, was that unless, we pre-book a treatment package, we shouldn’t bother checking-in before 4 pm. The next ambiguous situation occurred on check-in. A junior, obviously lacking training, “placed” plenty of sentences, learned by heart, but not necessary relevant to the operation. We were also told that the 28 euro breakfast buffet closes at 10 - too early for a beach/wellness hotel we decided. Good choice, because the patisseries Miremont or Henriet in town (12 minutes walk along the beach) are simply stunning. Especially Miremont features multiple breakfast-formula, which you can enjoy in a historic setting with a view over the ocean. The hotel and the rooms show obvious signs of wear and tear. The size of our room (528), the equipment and the amenities are fine – the critical element is the view of non-sea-view rooms. Does that justify a price difference of minimum 100 Euro for an identical room with a sea view?
The Spa menu is very complete and the lady at the planning highly professional. For a start we took a 95 euro package for 3 treatments. We enjoyed the direct access from our rooms to the Spa area.
On Spa level -3 the hotel features a small heated seawater pool with a Jacuzzi section and a few massage jets. The place is in a horrible state, tiles falling off, mirrors are partly blind, corrosion everywhere, broken stairs to get into the water. One morning craftsmen were operating heavy electric gear next to the pool. While people were swimming in the noise, the metal sparks from the cutting wheels were flying into the water. The attending pool boy didn’t bother. This marked the end of our disastrous Thalassa experience.
Profitability seems to rule over hospitality. Management seems absent and ignorant of key factors in an up-market wellness/spa environment.
We offer you our sincerest apologies concerning the disappointment of your stay, and we regret that your visit did not reflect the high standards we set for our hotel. Please be assured we take your comments most seriously and we have discussed your observations in details at our Board.
Our goal is to always exceed our guests’ expectations. We value your feedback and we will take whatever steps we can to improve and serve better every day.
Regarding the arrival process at Sofitel Biarritz, check-in can be done anytime during the day. However, access to the room does start at 4 pm for all our arriving guests. As for our receptionist, please accept our sincerest apologies for the awkwardness of her check-in. We value our interns who are all eager to learn and put into practice their training.
We were truly sorry to read our breakfast buffet closed too early for you, and we do hope you’ll have a chance one day to try it as it is extremely popular among our customers. Nevertheless, we would like to congratulate you on your choice of Miremont and Henriet, which are two fantastic gourmet addresses in Biarritz – besides, Henriet is one of our providers.
Also, we would like to thank you for your positive comments on our Spa menu as well as one of our Ambassadors at the planning.
We genuinely hope that you will consider staying at Sofitel Le Miramar Thalassa sea & spa in Biarritz again.
What is sure is that I will never travel again to this hotel.
I have booked a suite at Sofitel Biarritz with a see view.
First we arrived, there was no valet at the front door. I had to take care of my luggages till the front desk.
They were on duty, but prefered to listen to the music band inside the hotel than taking care of the customers.
Once I got the key of the suite, what a surprise when I open the window: no see view! but just an horrible house in front!
Besides the bathroom was not clean, and the room was really humid.
We called the front desk to change the room. They replied us: we will call you back!
After 15 minutes, we decided to go down, with our luggages, to the front desk.
A lady came over to us, the manager on duty. She told us that she cannot do anything for us, and she really seemed not to be really care about us.
Well at almost $800 per night, the service should at least be great.
What we did: we left this hotel and for sure will never come back.
I thank you for your constructive comments – your feedback is truly valuable to every Ambassador at Sofitel Biarritz Le Miramar Thalassa sea & spa.
I am deeply disappointed that our service at your arrival as well as the cleanliness of your room were not to our usual standards on that Fête de la Musique day. I am genuinely sorry to hear that our manager on duty that night was not able to help you.
Rest assured that I have communicated your feedback to our housekeeping and front office teams, and I have also discussed your feedback with the manager who was on duty that night. Those points have now been addressed and the necessary adjustments were made.
Regarding your Suite with a sea view – and in the case you would put your trust in us again – I would recommend you contact our reservation department directly. Our hostesses would be happy to guide you in your booking and therefore to better identify your expectations.
Should you wish to share your experience in further details with me, I remain at your disposal on +33 5 59 41 35 05.
Once again, I thank you for your feedback and look forward to welcoming you back.
The hotel is a bit worn on the outside. On the inside it is very nice and expensive looking. There is a nice heated pool outside. The best part of the stay was the breakfast, it was certainly the best hotel breakfast I have ever had with so many choices you would need to stay at least a week in order to taste most of it with everything from fresh fruit to cheese and meat to hot dishes.
We loved the rooms and the bed but our view wasn't good at all, I think the layout of the Hotel is quite poor and doesnt take advantage of the location. The pool area is great but the location is a little far from all the action. The door staff weren't very friendly and I found it awkward how they walk you to your room.
We spent three nights there on a bed-and-breakfast plan and we also ended up having all three dinners at the restaurant. We had many disappointments as the hotel did not honour our reservation, proved noisy making it impossible to rest, and gave poor service especially at the restaurant.
1. Hotel advertises that all its rooms have a bath, which is wrong. Two rooms have showers only and are designed for handicapped people. Beware: information given on the hotel website or brochures are therefore wrong. Having discussed reservation details and special needs with the head of reservation department one month before my stay, I had secured that we would not be assigned such a room, and had a written confirmation for this. Finally the room we were given (517) was... a handicapped room with a shower. Excuse received later: some clerk changed my reservation without noticing our previous arrangement, and forgot to warn that the room would not have a bath but a shower.
2. Renovation works take place in the building where the hotel is located, resulting in jackhammer and drill noises starting at 9h30 am. Staying in our room was impossible. Of course, none of these works are advertised by the hotel. Furthermore, the hotel welcomes guests with very young children, toddlers and babies (we saw a 3 month year old baby). Also some senior guests with their pets. As a result, we had to undergo crying babies, unruly children, and dog barking. Rooms are not soundproofed and if you add the noise of slamming doors nearby, it was impossible to rest and enjoy the room. Of course, unruly children and crying babies also damage the experience at the restaurant.
3. Restaurant food was good, but not service. Staff seems unable to deal with the arrival of many guests at the same time, resulting in long waits to get a table, to be served, or even to have the bill (our record: 20 minutes). Many failures were made by waiters (confusing orders, wrong silverware and so on). Front desk staff also has difficulty dealing with many guests arriving at the same time (such as some convention business men).
4. Most people come here for the spa. The reason why you keep crossing people in bathrobes and slippers. Not the nicest atmosphere especially at the restaurant (breakfast). We also found unpleasant the disinfectant / pool smell that floats around some places of the property. We did not use the spa.
Anyhow, I would like to end by stressing the good points the hotel has. Rooms are very large and comfortable with many drawers. Some staff are outstanding such as the concierge, the parking valet, or the cook at the restaurant. A special praise for the sommelier too, a very knowledgeable and smiley man who gave us very good advice on local wines (delicious Irouleguy 2009 by Arretxea). Hotel location is also great for both exploring Biarritz by foot, or the pays basque by car. Internet access by WiFi works well and is free (too bad, the guest brochure in the room strangely gives wrong and probably outdated information about this, inviting guests to buy cards to access WiFi). Turndown service comes with short “bedtime stories” about the pays basque, which is a nice treat.
Anyhow, too many mishaps to trust this hotel.