Review: Sofitel Frankfurt Opera

Old Mar 7, 17, 2:57 am
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Review: Sofitel Frankfurt Opera

Sofitel Frankfurt Opera

Map| 3 Reviews | 100% Recommended

Sofitel Frankfurt Opera

Operaplatz 16 Frankfurt am Main, Germany DE

Sofitel Frankfurt Opera (0 Photo)

Sofitel Frankfurt Opera

The Sofitel Frankfurt Opera soft-opened in October 2016 and is now fully-operational.  It is a stylish hotel in an excellent location in the centre/West End of Frankfurt

Check In

Check in was quick and efficient, though the staff are clearly still learning the ropes.  We received the usual 'Bonjour' greeting of Sofitels, and were then shown our reservation details.  A card was taken for incidentals and we were given cards for our room.  No recognition of Platinum status was made, and we didn't receive the customry drinks vouchers (I forgot about this until checkout, when I reminded the person checking us out she asked if we would like them now, don't bother).

We were escorted to our room by an eager employee who insisted on showing us some of the room's special features.  I usually decline this service but she seemed very insistent.  Once we got to our room the show was a little amusing.  We were shown how to hold the card in front of the door reader to unlock the door.  Then followed a detailed explanation of the operation of the taps and shower, along with the helpful advice that the toilet was located in a different room.  She explained that the TV could be turned on by simply using the remote control and then showed us the operation of the telephone on the desk and the one by the bed.  We then had a demonstration of opening and closing curtains using one's hand to pull the fabric to one side and then the other.  She explained that the switches on the wall operated the many lights in the room.  Finally we had a long stare at the closet, which came complete with several differet types of hangers.  Unfortunately she couldn't find the mini-bar in the 37 sq m room (until I pointed out that it was likely in the cabinet between the window and the wall-mounted TV...it was).

Very friendly, and useful if you've never stayed in a hotel before (or live in a house).

Room

The room itself is perfectly fine, albeit with some design issues.  The hotel has just opened so everything is clean, new and fresh.  The whole hotel has fresh paint smell (in a good way).  We had a superior room of ca 37 sq m with a nice view to the north.  The bed was extremely comfortable and we slept well, soundproofing both the the hallway and the outside is excellent.  The design is modern-Sofitel, which anyone who stays in these hotels regularly will understand.  Overall nice inetrior, with plush carpets and wooden floors.

Despite being new (or maybe because of) there were a number of snagging points and design flaws.  Some of the fittings were loose and coming off the walls, including some wall-mounted light fittings and the shower holder in the bathroom).  The toilet room is so small that you can only close the door standing up next to the toilet.  With the door closed your knees are almost touching the door, and it quickly becomes hot and stuffy in this room.  Opening the door fully means you cannot access the toilet roll, so you had to move this to the room door handle.  A terrible design.

The shower room with glass door is also poorly designed, since opening the door immediately makes most of the bathroom floor wet, and it is not possible to put a bathmat in front of the shower as the floor is at the same level.  There is no way to get out of the shower and step on a bathmat and no way not to make the floor wet.  The shower pressure is a disgrace.  It took me about five minutes to rinse off the soap!

The closet is too small and too short to accommodate very much (one coat only, the rest have a drop hight of about 1m).  The mini-bar is of the auto-charge variety, very annoying.  The TV is nicely hidden behind a sliding wooden painting-box.

The desk is well-sized, but the extremely bright flourescent strip lamp supplied is very unpleasant for the eyes.

Overall very nice but a few design and technical issues to be addressed.

Service

I can't say too much about the service as we didn't make much use of any facilities and had minimal human interaction (we had a very busy two days outside of the hotel).  The concierge always stood at attention in the beautiful lobby, and I imagine that overall the service is of the usual high level expected of a Sofitel.

The one service we wanted was a turn-down.  We had had a short night the day before, and a busy day the next, so we left the hotel at ca 1830 for a 1900 dinner and planned to go to bed early.  On leaving the hotel we asked for the turn-down service.  We returned at 2100 and found that nothing had been done in the room.  Never mind, we went to bed.  The next morning I found a note on the door that they attempted to turn down the room at 2125 but didn't as we had 'do not disturb' on.  Pretty poor for a hotel that couldn't have been more than 20% occupied.

Dining

There is a French-inspired restaurant Schoenemann at the hotel, which has a nice view over the old Opera House.  I didn't eat there but it looked fairly typical for the price category and the target clientele.  Breakfast is also served there.

The bar in the hotel is beautiful, with a great selection of drinks and cocktails.  I had been in here a few times before and found it very cosy and useful for business purposes.

There is no club lounge in the hotel.

Location

The location is excellent.  The hotel is on the Opernplatz, opposite the beautiful old Opera House, at the start of the pedestrianised shopping zone, as well the financial district.  It's a nicer location than some of the competing hotels, including the Jumeirah and the Villa Kennedy.  There are plenty of excellent restaurants in the area and shopping along the Zeil (mainstream stores) and Goethe Strasse (designer boutiques).

Spa

There is a very good spa and the fitness area is access through Fitness First.  A great pool for swimming laps, along with a steam room and sauna.  This area is still in the final stages of being made ready, so not all facilities are currently available.

Overall

I'll probably stay here again, but the room I had certainly had both snagging points and was the victim of some poor design issues, some of which can be rectified (shower door arrangements), some of which can't (toilet door).

My next stay will probably test the service and restaurant points a bit further, but I'll drop the GM a note about the shortcomings this time.

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LondonElite is offline  
Old Mar 7, 17, 3:10 am
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Thank you for this review LondonElite
it seems that they have a couple of issues to address, but the design mistakes will be hard to correct I'm afraid. Is there a club lounge in this Sofitel ?
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Old Mar 7, 17, 1:26 pm
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Originally Posted by LondonElite
We were escorted to our room by an eager employee who insisted on showing us some of the room's special features. [...] Once we got to our room the show was a little amusing. [...]
Maybe she had never been in a hotel before?
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Old Jun 25, 18, 4:56 pm
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Sofitel Frankfurt Opera

Sofitel Frankfurt Opera

Map| 3 Reviews | 100% Recommended

Sofitel Frankfurt Opera

Operaplatz 16 Frankfurt am Main, Germany DE

Sofitel Frankfurt Opera (25 Photos)

Sofitel Frankfurt Opera

Check In

We arrived from airport by train. The hotel was a short 5-minute walk away from Frankfurt Taunusanlage train station.

Lobby was deserted on our arrival and we didn’t need to queue to check-in. Drink voucher was given spontaneously and it was usable for two glasses of Veuve Clicquot champagne which was nice.

Early check-in at 11am wasn’t a problem of any kind. Room upgrade wasn’t mentioned so I asked about it. Front desk agent told that we have been upgraded from superior to luxury room. No other loyalty recognition.

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Room

The room was comfortable and spacious, 45 square meters. It provided all the basics such as king size My Bed, Illy coffee machine, mineral water, and Hermés amenities.

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Luggage rack was small, not much use of it. Same thing with views.

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The bathroom included huge walk-in shower and bathtub. Floor tiles were dirty (those marks were dry).

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Neither was welcome gift nor welcome card delivered to our room. I had to ask for it – twice, first time at 6pm.

Front desk agent promised to send us ”something.” He didn’t apologize and finally at 8pm, two hours after my first contact, a few pieces of chocolates was brought (the flower is from room service tray, it was't in the room when we arrived).

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Turndown service wasn’t done properly. One mat was left on top of the bed and another one beside bedside table. We had to place them by ourselves. Next day housekeeper refused to refill toiletries during turndown service. Called to front desk and problem was solved.

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I reported this to guest relations manager who send us fruit platter as compensation.

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Dining

We had both breakfast and dinner at the hotel. At breakfast the service was as slow and clumsy as in restaurant school. A few examples:

* Waiter poured orange juice and then asked if we want to have it.

* Coffee order wasn’t taken, had to request it.

* Coffee was brought without cups (there were none on table).

* Asked hot milk, received cold – every morning.

* Buffet selection was limited but one can order hot dishes from breakfast menu. When hot dishes were brought, used cutleries were taken away but new ones not given in return.

This isn’t what you expect when breakfast cost 37€ per person. They offer sparkling wine though, at least during weekend.

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The service was more professional in the evening and food tasty if somewhat pricey. Probably wouldn’t return.

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Room service was quick and it had decent deal.

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Spa

The spa had two sides: one for hotel guests only and another for public gym. The public area had swimming pool and two saunas but it was very busy. Hotel’s spa had relaxation room, dry sauna and steam room (that was out of order). It was peaceful and private, luxurious.

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Check Out

Requested late check-out. Front desk agent had to ask from manager. He offered 2pm. ”After that you have to pay.” I said I’m Gold. Agent went back to his manager and came back with ”3pm.” I asked for 4pm which they tried not to accept but gave finally after I pointed out that they were still selling luxury rooms so the hotel wasn’t full. So, why it was this difficult?

Check-out took 20 minutes (I don’t exaggerate) because I wanted to use some of my Le Club points.

Overall

I wasn’t overly impressed with all those issues.

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wkndtraveler is offline  
Old Jun 25, 18, 7:36 pm
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Thanks for the review.
Looks like things have not gotten better - especially with service during breakfast.

I had no issues with status recognition / welcome amenity though.

But agree, overall disappointing for a flagship property.

Please leave a negative rating in the survey you will receive - only with that will the hotel management be penalized.
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Old Jun 25, 18, 9:52 pm
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wkndtraveler - I'm rather impressed your drink voucher allowed 2 glasses of Veuve Clicquot. Was that due to your LeClub Accor status level, may I ask? I have never been to this hotel, but I'm Silver, and in general am usually offered a glass of the house wine.
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Old Jun 26, 18, 12:35 am
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Great review wkndtraveler. Clearly too many minor issues all together. And EUR 37 for the breakfast...come on...this is really becoming crazy. Otherwise, it seems to be a nice hotel based on your pictures.
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Old Jun 26, 18, 1:38 pm
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Originally Posted by restlessinRNO
wkndtraveler - I'm rather impressed your drink voucher allowed 2 glasses of Veuve Clicquot. Was that due to your LeClub Accor status level, may I ask? I have never been to this hotel, but I'm Silver, and in general am usually offered a glass of the house wine.
Sorry, I don't know the answer to your question but champagne was printed in the voucher. We got two champagnes because we were two in one room.
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Old Dec 22, 18, 10:43 am
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Sofitel Frankfurt Opera

Sofitel Frankfurt Opera

Map| 3 Reviews | 100% Recommended

Sofitel Frankfurt Opera

Operaplatz 16 Frankfurt am Main, Germany DE

Sofitel Frankfurt Opera (18 Photos)

Sofitel Frankfurt Opera

I stayed one night at the hotel this week and overall it was a decent experience but would echo some of the previous reports, particularly related to the breakfast service. 

IMG_8738.jpg

Check In

Check in was relatively a typical Accor experience. I asked about a room with balcony. When I asked about an upgrade (wasn't volunteered) I was told they could upgrade me but no balcony. I decided to stick with the balcony (1st floor). Drink voucher was handed over (valid for champagne).

Room

The room I booked (superior suite) was decent if a tad boring in my view. There was nothing wrong with it per se but it felt it could with some colourful accents. also if you are having a vase on the table is it asking to much that a suite includes some fresh flowers?

There were two problems though: first of the king bed turned out to be two singles pushed together, with those dreadful German single duvets. It took two conversations with reception to get it fixed. The other was that the (very large bathroom,) also had the floor tiling problems other have mentioned before. They are stained all over which make them look dirty. They need to rip these out asap. Not a good look for a 5* property.

The bath had an oddly placed tub and a shower which featured a gimmick new to me: a Nespresso style feature which inserts scents into your shower experience. For me it was just a gimmick which did not substantially enhanced the shower experience.

Living room

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Bed room

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After conversion:

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Turndown (just water and tea, no chocolates)

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Bathroom:

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Service

Overall the service was ok, check in and out was perfunctory (in that nonchalant German way), the service in the bar was good. As a matter of fact that bar was great, cosy with an imitation fire and an impressive gin collection.

IMG_8730.jpg

Dining

I had room service twice and breakfast at the hotel.

The room service was efficient and food was tasty. A word of advice, ask for the hotel wine card, I had an excellent South African Pinotage with dinner.

Lunch (when in Germany currywurst):

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Dinner:

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Breakfast on the other hand was shambolic. The restaurant was not full and yet they managed to forget about coffee and when I asked about two eggs benedict for one person it arrived on two large plates, silly. It was like in hotel training school. The buffet is also very limited and in my view not commensurate with the hotel experience. Nothing wowed.

IMG_8736.jpg

Location

The hotel is centrally located, right next to the Opera and a 5 minute walk to the nearest S-Bahn station. Frankfurt's shopping district is just next door to the hotel.

Loyalty Experience

Drinks voucher was volunteered (and includes champagne as it should do for a hotel of this standing). Upgrade was not volunteered initially and when it was requested I declined on the basis of no balcony (that said the Pres Suite has a terrace too). A Platinum perk is free premium wifi, however no codes were offered. You had to provide a credit card which I declined. The welcome gift was two macaroons (I did not enjoy the taste). A rather weak offering. The GM was previously running the Sofitel Europe in Brussels, and in all my time there the loyalty experience was also found wanting.

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Overall

Overall the stay was pleasant but not perfect. Judging by the other reviews the breakfast situation needs addressing. This hotel is not cheap and let's itself down by the poor service there.

Would I return? Yes, it is a decent hotel and fills a gap in quality hotels in Frankfurt.

IMG_8737.jpg

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Old Dec 22, 18, 10:54 am
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Thank you for this review SFG.
It surprises me that even after some messages to Snr Management, this property still can't get its breakfast right.

Wonder what the F&b manager there is smoking..
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Old Dec 22, 18, 1:18 pm
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Thank you Starflyergold for this nice review
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Old Dec 23, 18, 4:28 am
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Starflyergold What about the gym there ? I think they partner with a local chain ?
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Old Dec 23, 18, 4:54 am
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@starflyergold, thanks for your review. I agree with you on the observations.

I contacted directly Mr. Schrevel after my stay. He assured (through his assistant) that he has raised my concerns with the restaurant manager and the front office team in order to improve their performance. Seems they didn’t.
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Old Dec 23, 18, 5:45 am
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Originally Posted by fransknorge
Starflyergold What about the gym there ? I think they partner with a local chain ?
Afraid I don't know, but there is an external gym Fitness First right next to the hotel.
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Old Dec 23, 18, 7:10 am
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Thanks, I think that is the gym the hotel is using. Hilton Frankfurt also has a Fitness First next door and is a bit disappointing.
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