my review on hotels.com for the trip in December 2018.

"Is this a Sofitel?"

The other Sofitels made this pale in comparison. Cleanliness is subpar, obvious dust on coffee maker, water from the last guest? Went for welcome drink at Manarai Beach Club, awful service even though we wanted to order more drinks. Hotel says they are third party operator. Awful room service, never took even basic care for our request of ashtray and lighter. Bucket of ice delivered, next day not cleared after turn down service. Two ice buckets with left over water. Wanted to leave on 2nd day, unable to check out early without having to pay full, was prepared to do this but the duty manager Sandro asked for an opportunity to improve, moved us to a suite. Better but regretted not checking out to somewhere else with an ocean view since jaded with the travelling by this time. Requested upon check in for half day rate on check out for 6pm, told to request day before. Very reluctant to extend us late check out despite spa reservation. Mediocre spa experience for couple. Thank but no thanks.

Verified Hotels.com guest review