Another interesting stay…for the worst and the best…



I had booked a classic room (the lowest category) for a 2 night stay. For those of you who do not know the beautiful city of Strasbourg, the Sofitel is located in the historic heart of the city, in a quiet square, less than 10 min walking from the cathedral. So ideal location of you want to explore the old town.

Also, something important to understand better this review : this is the very first Sofitel opened in the world!! Inaugurated in 1964 (there is a commemorative plate on the wall at the Concierge desk). Of course the hotel has been renovated since that (including recently), but, regarding the building structure, the standards for hotels in the 60’s were quite different from the current ones. And so this Sofitel suffers from those standards, i.e. small rooms and poor sound-proofing (a problem for some rooms, not for others depending on their situation in the hotel). I was not aware of that before arriving at the hotel (it was explained to me by the staff).

The hotel has 2 separate terraces outside for the bar and the restaurant. Very pleasant at that period of the year.

Check In

Just before arriving at the hotel, I checked availabilities and saw that the hotel was full ! So I had no hope for upgrade. I arrived at the hotel around 10:30 pm. I was nicely welcomed, but rapidly I was told that unfortunately they could not upgrade me because the hotel was full for my 2nd night, but they gave me a nice classic room with the best possible view. Drink voucher was given.

The hotel lobby is quite nice.

Room

Disappointed of course by the lack of upgrade (but I fully understand and accept that, as the hotel was full), I was full of hope for the announced nice room. The room interior was nice but I was immediately very disappointed by the small size, without separate entrance (I mean, you arrive directly in the room from the corridor – I don’t like that because such rooms tend to be more noisy). The bathroom was nice and surprinsingly large compared to the room. Looking for the outside view, there was nothing good with it, but main problem was that the room had 2 very small windows (one at each extremity of the room) and so I thougt that it will be always dark in such a room. So, unhappy with this room, I asked the reception to change. The issue of the hotel being full the 2nd day was raised again and so I was proposed the option to take another classic room for the 1st night and to see the following morning what would be the actual bookings (if cancellations, they could give me an upgrade). So let’s do that. I moved my stuff to the new room, small again but with a sas separating the room from the corridor.












The bathroom was smaller as the original one (products are the lovely Herm Eau d’orange verte).







But, wanted to see the outside view, I opened the night curtain and was shocked to discover a very dirty day curtain (several black/dark stains). Disgusting. Not obvious to take in picture but you can see below how it looked like. How can they leave such curtains in place (it will take them just a few hours to clean it or to change it, come on !).








Also, on the wall, there was a small damaged zone with white pre-painting , but which was not yet painted in the wall colours.



Totally unacceptable for a 5 star hotel and for a brand which has the word luxury everywhere written. I was beginning to be tired of all thatand being hungry (I wanted to order a room service), I called the reception to inform them about my profund dissatisfaction, but that I would keep this room for tonight and wanted to speak to a manager the following morning.
I ordered my room service. The waiter was aware of my problems and told me that the glass of wine was offered. Food was excellent.

Thanks to MyBed, I had an excellent sleep night. The following morning, wanted to have a cofee in my room, I discovered that there was no Nespresso machine but just a keetle and some instant coffee (Nescaf…My list of complaints was becoming longer…Whatever the room category, an espresso machine should be the minimum standard IMO in a Sofitel (in Strasbourg, they are provided only for the top room categories).

So I’ve been to speak to the manager on duty (Mr Alexander G.). He was fully aware of all my story, my profile and problems encountered. He was very apologetic and acknowledged that it was not acceptable and not up to Sofitel standards. I had a very open discussion with him and I have to say that he’s been very professional and he handled the situation very well. He told me that many people were complaining about room sizes but they have unfortunately to live with how the building is designed. He then told me that they have managed to give me the Prestige suite for the 2nd night and that it was the highest and best room of the hotel. He gave me a 2nd drink voucher and told me that my belongings would be moved by the staff within 30 min (the suite was still being cleaned). I went outside and when I came back, he greeted me again, confirming that my luggage were in the suite and informed me that a gift and apology letter were waiting for me in the room. The gift was a small flask of Herm perfume. Nice touch.



The suite was very nice as you can see on the pictures. 2 full bathrooms and 2 entrances.



























1st bathroom :







2nd bathroom :

Dining

I used the 1st drink vouchers at the bar.



You can have everything with it, including all their choice of Champagne. I had a cup of Champagne rosBillecart Salmon. I had after an excellent dinner at their Voh restaurant, on the outside terrace.



Food was excellent. I think this restaurant is well-known in town and there were several locals which is always a good sign. I used my 2nd drink voucher for a glass of wine with the meal.

Service

All the staff has been great at this hotel. Late check-out at 4 pm was granted without problem, so I could enjoy my suite for a longer time.
There is no lounge in this hotel.

Overall

Overall, a stay that has begun very badly but which turned into a very nice experience, thanks to Mr Alexander G. who handled the situation very well.

This hotel IMO is not up to Sofitel standards and maybe not even to Pullman standards due to the room size. I don’t know what will happen, but I would not be surprised if it is downgraded in the future. Would I go again ? Certainly if I can be sure to have a good room, as the hotel and room interiors are nice, the location in town is very convenient, great bar, restaurant and staff.