Sofitel Frankfurt Opera

100   Recommended

June 25, 2018 by
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Location
Service
Food
Amenities
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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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