Introduction We stayed at Sofitel Munich Bayerpost, the former post office, for three nights during the new year. We had stayed there once before and that was actually the very first Accor stay for us. We were so impressed that we joined Le Club which at the time was still A Club.Even though a double upgrade from a luxury room to a duplex junior suite was confirmed before arrival, our stay wasn’t very smooth. There were too many small issues that turned into a big one in the end. Check In Despite the fact I had informed the hotel about our early arrival nothing was prepared when we arrived at 12pm. Check-in was longish: it took about 10 minutes. There were no queues. We were neither thanked for our loyalty nor given drink vouchers. Room The duplex junior suite looked chic and was comfortable. Living room and toilet were on the first floor, bedroom, bathroom and walk-in closet on the second one.The living room had all the basics for a suite: couch, armchair and sofa table, bigger table with two chairs, large flat-screen TV, Bose sound system, Nespresso machine, kettle, minibar, and safe.The bedroom came with king sized My Bed with pillow menu, plus another TV. The bathroom was tiny: one sink, cramped walk-in shower and heated Toto toilet seat. Bathroom amenities were Hermes but didn’t include hair conditioner.Although the suite was’t large, 40 square meters only, it felt spacious because of the enormous two-floor high window. We had a view to north to central railway station, or train tracks to be precise.The suites an opposite side of corridor were facing south and had views to the Alps far, far away in horizon. We saw both rooms and thought that the suites on the north side offered more privacy. Service Staff was a mixed bag and service varied widely. Especially front desk and housekeeping staff disappointed us continuously. Housekeeping was super slow and negligent, front desk indifferent.Several times when I tried to call to reception no-one picked up the phone and I had to go downstairs. The lobby was deserted.You still remember the couch that was turned into an extra bed to someone’s kids? On arrival we were promised that it will be fix soon, folded back to couch. ”Soon” turned out to be a few hours. I had to remind the staff three times before this simple request was complied.Also, there wasn’t any water bottle in our room. Nespresso coffee capsules were missing, too, and so was hair conditioner. The missing amenities were brought to us after several requests. In the evening we requested for some more water but didn’t get it: we were told the hotel has one water bottle per room policy. Unbelievable inflexibility.The next day, same happened: water bottle, coffee capsules and hair conditioner weren’t replaced. The hair conditioner (not Hermes) was brought only once after I requested it in the first day, another times my request was totally ignored.It took more than an hour for an ice bucket to arrive.The explanation was that the hotel had new employees (who clearly weren’t trained properly) and that they were close to fully booked because of holiday season (should hire more staff or take less guests in).Newspaper was never delivered to room. Loyalty recognition In addition to early check-in and room upgrade, nothing else was proactively given. I needed to ask for most of the loyalty benefits such as welcome drink. When I mentioned about missing welcome gift I was given another drink voucher. The voucher could be used for a nice glass of Veuve Clicquot Brut Vintage 2008 which as appreciated.Before heading for dinner I contacted a general manager. Then things started working a little bit better. Assistant director of F&B himself brought a bottle of champagne (Perrier-Jouët Brut), chocolate and fresh berries to our room. He also offered us to experience in-room breakfast complimentary because he wasn’t able to answer what the delight breakfast included (it was advertised in our room but the leaflet didn’t tell much more than the price, 28 euros).On another day, a lovely lady from guest relations had left handwritten letter and very nice array of Hermes products to our room after we had a long conversation with her. Then hotel manager invited us for dinner. The complimentary water in room was flowing free from now on.I must say that the hotel management acted quickly and compensated us well. I can only hope that the hotel can keep up with this level of service also after we check-out and loyal customers won’t need to beg and complain. The hotel really need to get things working better so that they can keep the promises of five-star service and luxurious ambience they are selling. Dining We had buffet and �. la carte dinner as well as buffet and in-room breakfasts.The New Year’s dinner buffet at Schwarz & Weiz was amazing. Really high quality and wide variety of food was on offer, for example king crabs, lobsters, oysters, razor clams, truffle risotto, quail, huge amount of cheese, French and local pastries. They even had a laksa station. But it was expensive, too: 89 euros per person without drinks.The �. la carte dinner was okay.The pre-ordered in-room breakfast didn’t arrive on time and I had to call whether it’s coming or not. When it finally arrived, hot milk was missing and one jam jar was empty, used already by someone else…Buffet breakfast filled stomach and was tasty but not quite as what I was expecting for 38 euros. It was very basic. Spa Spa had two saunas and swimming pool. The saunas and showers were in unisex and nude area which seemed confusing many guests and it’s totally understandable in an international hotel that accommodates several nationalities. Not all are used to be naked with strangers and different sex.Staff didn’t give them any sympathy though: they regularly visited saunas and inspected that guests weren’t using any swimwear and commanded all those who weren’t following the spa policy to get out.The spa was like zoo most of the time. Crowded with yelling adults and screaming kids. Towels run out. Not very relaxing. Location Excellent location next to the central railwaystation with good connection to public transportation system and short walk to old town and other central areas. Plenty of taxis were always available near the main entrance. Overall I liked specially the design which is a nice mix of modern and classical style. Would I return? Yes, I could still go back but this certainly isn’t my favorite Sofitel any longer and rates are usually high. On the other hand, I don't know if there is any better hotel in the city.