For the price of the Sofitel’s rooms, as well as its Tripadvisor ranking, I expected much better service than what we received the weekend of 7/25-7/28/2014. Taken separately, the issues were minor; together, they constituted a nuisance I have not previously experienced at similarly-priced/-rated hotels.
We ran into problems both mornings of our stay; oddly, both involved Sofitel’s complimentary coffee. In short, housekeeping didn’t adequately stock/restock creamer, sugar, and coffee. The first morning, it took twenty minutes after we called the front desk to provide the requested items; the second, forty.
There was also an issue with the mini-fridge. I tried to check it for creamer but it was locked; this probably could have been mentioned when we checked in. After skimming over the hotel’s room ‘guide’ (in which there was no reference to the fridge being locked) I called the front desk and was told someone would soon deliver the key; this took twenty minutes. Upon opening the fridge I discovered it was completely empty; I again called the front desk and the operator was surprised, saying it should have been stocked. I explained my primary concern: I didn’t expect to find a locked, empty fridge and I didn’t want to be charged for anything I didn’t use/consume (NOTE: I was not charged). The response I received was one of slight confusion, as opposed to one of reassurance.
We spent that day at a local music festival. We returned to find that where a mostly full roll of toilet paper had been (just eight hours earlier) there was now nothing; the whole roll had been removed and there was no replacement. This was especially inconvenient for my girlfriend, who had rushed into the restroom as soon as we returned (without checking the TP situation; luckily, there was a box of tissues nearby). I called the front desk to ask for a new roll; I was asked what happened to the old one, to which I replied, “I have no idea – we left for the day and this is how it was when we came back.” Someone from housekeeping brought a new roll about twenty minutes later.
I do not complain easily; I have stayed in many hotels and had much worse experiences than this. In fact, while the Sofitel’s housekeeping service failed to meet our expectations, the overall stay was comfortable and the valet staff was among the best we’ve encountered. Still, we’ve stayed in Philly several times and never encountered these inconveniences all at once. We spent too much time waiting for housekeeping to do its job, outside the times those services should have been provided (i.e., during the day when the room was unoccupied). As a result, we spent less time enjoying the city. When staying in Philadelphia, I suggest travelers forgo the premium for the Sofitel’s lackluster service and look into the many similarly-priced/-rated options available.
- Official Description (provided by the hotel):
- The Sofitel Philadelphia hotel blends French elegance with American style, providing a refined environment for upscale business and leisure travel. Experience this sophisticated downtown Philadelphia hotel, which serves as the cornerstone of the new French Quarter, steps from Rittenhouse Square. Offering the height of contemporary comfort and convenience, this downtown Philadelphia Pennsylvania hotel provides the ideal setting, just minutes from the convention center and historical attractions. ... more less
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- Also Known As:
- Sofitel Philadelphia
- Accor Philadelphia Hotel
- Philadelphia Sofitel
- Sofitel Hotel