My boyfriend and I traveled to NYC to attend a wedding and chose to stay at the Sofitel in midtown to enjoy the city. I had stayed there twice before on business trips and loved the hotel. The rooms are very clean and comfortable, and I have always felt relaxed and at ease staying there. The rooms are very quiet and have every amenity you could want-- including my favorite: slippers. They are a bit small, but hey, it's NYC.
We arrived early on Friday afternoon and our room wasn't ready yet, so we stashed our bags with the concierge and wandered around the neighborhood and grabbed some lunch. The location is perfect-- walking distance to Times Square and Central Park (if you're up for a nice walk), and convenient to the subway.
When we returned, our room was ready and they offered to bring our bags to the room. Unfortunately the BCBG bag containing my brand new gown for the black tie affair and shawl was missing. The staff returned to our room 10 minutes later with a BCBG bag, but it wasn't mine. It only took a few minutes for us to realize that another guest must have my bag by mistake. The staff responded immediately, accepted responsibility, was very apologetic and focused on remedying the situation, i.e. find me a dress to wear a few hours later.
Brooke from the concierge desk called the room and offered to send someone to the BCBG store to replace my dress. I had to shorten the gown significantly and take-in the top, so I knew there was no way I could purchase the same gown. I asked if I could just go to the store myself and find a new dress. Brooke was amazing-- she called BCBG and arranged to have a sales person greet us and help me find a new dress for the wedding. She also told me that if I couldn't find a dress that fit without alterations at BCBG to go to any store and just find a dress and bring the receipt back to the Sofitel. Brooke also offered to make me appointments for hair and make-up, and offered us a car service for that evening. I was impressed-- they were definitely going above and beyond what needed to be done. All I wanted was a dress to wear, but we were greatly appreciative of how attentive and willing they were to provide us with all of those additional services at no cost to us.
In addition to Brooke, the hotel manager Katherine was also incredibly helpful. When we returned to the hotel with a new dress, Katherine met us in the lobby and apologized for the mix-up. She took the receipt and said that she would take it to their accounting department and let us know how we would be reimbursed. We returned at the end of the evening to a voicemail message from her saying that they would FedEx me a check ASAP. We returned last night from NY, so I'm still waiting for the check and can't comment on how quickly it was sent.
I was pleasantly surprised and impressed with how quickly Katherine and Brooke apologized and worked to remedy the situation. Nowadays, it's so rare to find such high quality customer service like we experienced. Can you imagine an airline doing any of this for a lost bag? Obviously it would have been nice not to have the stress of a missing dress right before a wedding (yikes!), but it was handled in the best manner possible considering the circumstances, and I have no complaints. The other guest did return my bag the next day and I was able to get my original dress back too!
Despite the misplacement of my bag, I would absolutely stay at the Sofitel again and highly recommend it to anyone for both business and personal travel. They showed that they are truly a 5 star hotel in the way they reacted and resolved this problem. The staff, especially Katherine and Brooke, were gracious throughout our stay. And, we had a fun story to share at the wedding!
- Official Description (provided by the hotel):
- The ultimate in comfort and convenience, this thirty-story building in midtown Manhattan-a contemporary statement in limestone and glass-is just a stone's throw from Fifth Avenue. The modern-day traveler will enjoy the amenities on offer at this fine establishment, set within easy reach of Manhattan's most celebrated attractions. These include Times Square, Broadway theaters, world-famous restaurants, famous boutiques, art museums and corporate headquarters. Good access to transportation links. ... more less
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- Also Known As:
- Sofitel New York Hotel New York City
- Sofitel New York City
- New York City Sofitel