Don’t feel welcome

Don't feel welcome.

That’s how my partner and I felt when we arrived to Sofitel Rome Villa Borghese for the first time.

We visit Rome about once a year and prefer Airbnb as our accommodation while in the eternal city. We have found a nice apartment that makes us feel home away home.

This time ”our” apartment was booked by someone else so we decided to stay at a hotel instead.

Since we had a special occasion to celebrate we wanted something better than Mercure. I didn’t dare to book La Griffe, a MGallery hotel by Sofitel, because of its poor reputation on TripAdvisor.

Sofitel seemed the best option and we trusted our experience: so far we have been pretty satisfied with Accor’s luxury brand. Unfortunately, we were proven wrong now.

I booked our stay two months in advance using private sale rate. Yet I paid 700 euros for a three-night stay excluding breakfast which I find pretty steep. I expected that we will be pampered well.

We arrived at the hotel 11:30am. I had done the online check-in the other day and informed our estimated arrival time in advance. At the same time I had mentioned that we will be celebrating our anniversary during this trip.

A bellboy took care of our luggage and led us to a small reception desk that was staffed by two front desk agents. There was no queue and one of the workers waved his hand. He did neither open the folder that is placed on the desk including papers and pen nor welcomed us.

I presented my platinum card as I always do. He watched it for a few seconds, smirked annoyingly without thanking me for my loyalty and gave it back. All he said was that it’s in the system already and he need my credit card and our passports.

I gave the credit card and the passports and asked what was the purpose of doing online check-in if nothing has been prepared prior to our arrival. I had also received an email from the hotel confirming that they have already taken 1,250 euros as a deposit from my credit card.

”I just need to see it,” the front office agent repeated and scanned our passports.

He then told that our room is already vacant but it’s not yet ready. He asked us to come back at 2pm which is the official check-in time. He took my phone number and promised to call us if the room would be ready earlier.

He didn’t ask if we are in Rome for the first time, if we need a map or any assistance while our room is being prepared. Also, this was probably the first time in Sofitel when the early check-in wasn't honored or compensated.

I know that the benefit is subject to availability. Yet at other Sofitels, we have many times been offered a humble apology and asked if we would like to sit down and have some champagne while waiting for our room to be ready. That’s one way to make customer feel welcome.

I had a busy week of traveling and working before this vacation and I was somewhat tired. The staff didn't do any attempts to make customer feel relaxed.

We went out for lunch and wandered around the city. We returned to the hotel before 2pm just to found out that our room was ready. Notwithstanding this, no one had called us unlike promised.

The front desk agent handed over key cards for the room and a drink voucher that could be used for two drinks. We used it for tasty Sprits but they could have been used for beer or wine, too.

The keys were inside a cardboard cover that had seen its better days, clearly used several times before us. I found this cheap. Yet another example of penny-pinching.

Since the front desk agent didn’t mention anything about a room upgrade, I asked which room did he give us.

”You have a very nice superior room on the 6th floor with a view to Villa Borghese,” he answered.

That’s the room I had booked. So no upgrade?

”Believe me, we are completely fully booked,” he continued and shrugged his shoulders.

The hotel was full indeed, for the first night at least. But for later days, I found luxury rooms and suites available on Accorhotels.com. We weren’t asked if we would like to be moved to better room later. They could have done it if they wanted to. Being a platinum member meant nothing much.

”You have the drink voucher,” I was reminded.

Either the front desk agent was incompetent or he just couldn't care. I asked to see a manager and expressed him my disappointment with the lame welcome and the nonexistent platinum benefits.

Unlike the rest of the front desk staff, the assistant front office manager was a truly customer service professional, typical Sofitel ambassador. He apologized for all the inconvenience we had and offered complimentary breakfast every morning as a compensation. I was satisfied with that. Later, a hotel management send to our room a bottle of prosecco with dark chocolate strawberries and handwritten card wishing happy anniversary. That was sweet.

Since we had no luck with the upgrade lottery we stuck in the 25 square meter superior room I had booked. I wouldn't call it particular superior, not even ”nice.” It was small and dated, with furniture being weird mix of ancient and newer, tasteless stuff.

I prefer modern design but I had some clue what to expect so wasn't disappointed in that regard. Anyway, the room needed refurbishment.

TV was the only entertainment we had. There wasn’t Bose audio system, coffee machine, not even kettle or rack for luggage. MyBed was obviously old and surprisingly uncomfortable. (I have one at home.) Pillows were too high to my liking and no pillow menu was available, of course.

In the tiny bathroom there was only a bathtub which I’m not a fan of. Soundproofing could have been better, too. We could clearly hear traffic noise, concerts of crickets and banging doors from corridor.

Welcome letter, in-room gift or wifi codes weren't left in the room. Had to make a phone call to reception to ask how we can get logged onto the Internet. No hotel manuals explaining breakfast times, for example. On the other hand, the hotel only have rooms and a restaurant…

Interestingly enough, there was an ashtray with smoking prohibited sign. Why the ashtray was in the non-smoking room? At least there was two bottles of mineral water and Hermes toiletries that were both replenished daily.

Newspaper wasn’t delivered to our room in any of the three mornings.

Minibar had ridiculous prices: 60 euros for a half bottle of champagne, 7 euros for small Coke and 4 euros for water is a robbery. I mean Coke is still Coke and water is water. The quality isn't any better in a 5-star hotel than in 7-Eleven.

With a bit cheaper prices, they would probably make more money since that could motivate customers to purchase items.

Breakfast was served in La Terasse restaurant which offers fantastic views. Food selection was somewhat limited but the quality was top notch. However, I found it unacceptable for a 5-star luxury hotel to offer only tea bags. Also, all egg dishes and waffles costed extra. One would expect that 30 euros would cover a full buffet. Staff also made too many mistakes such as brought wrong tea twice in one morning and once forgot our cappuccino order. Every morning food run out quickly and refilling took ages. Plates were cleaned from tables slowly.

In the last evening, I requested late check-out for the next day. It was reluctantly given and was confirmed only until 3pm.

”We are fully booked,” was the explanation. Again.

I checked Accorhotels.com and almost all room categories were available for booking, including the superior room where we were staying.

The front desk agent wasn’t able to give any proper explanation how this was possible. He just asked me to request again the next day and reminded that we could freshen up and change our clothes in their public toilet. Nice, hah?

It would have helped a lot if this hotel had spa but it doesn't have even gym.

The next day I received the same explanation: hotel is fully booked. You need to check out latest at 3pm.

The nice assistant front office manager heard our conversation with the front desk agent and said of course the late check-out at 4.30pm is okay, no problem. That was very much appreciated since I had preordered a pickup back to airport at 4.30pm and now we were able to take shower in our room before we left.

The front office manager really tried to make our stay more comfortable. But, considering how expensive Sofitel Rome Villa Borghese is versus product that is provided I think it doesn’t offer enough value for money and I’m unable to recommend it. It didn’t feel true Sofitel. I would say it’s more like a 4-star MGallery.

In addition to the attitude, something else was missing. Everything, even simple requests, seemed too difficult and impossible for the front desk staff and needed consulting with the manager.

Location is good, though, on a quiet side street yet close to center. It took maximum ten minutes to walk to the Spanish steps or Barberini, for example.

2/5