How does Accor treat you as an Elite guest?

[Stacycrow]

Property: Mercure Albert Park
Status: Platinum
Room booked: 2 X Standard Rooms – 1 double Bed & 2 single beds
Room upgraded/type: Not sure but in Lake View room with lovely view of traffic lights.
Rate: Red Hot Rooms ($185 per night X 2 Rooms)
Free internet: Yes, very slow with many drop-outs
Welcome drink: 1 voucher only for 4 guests
Early check in/late out: Not available due to hotel fully booked
VIP treatment: Nil
Access to executive lounge (if existing): No (Pullman Lounge) not offered and no breakfast offered.
Additional care: Nil

First and last time at this hotel – worst ever stay at an Accor property.
Got turned away from the restaurant Friday and Saturday night due to function bookings. Better service at The Village Pub nearby.
Hotel short staffed and could not cope with functions and Tennis visitors.

 

[Jama]

Moral of the story is that if you hold status just never take first NO as a definitive answer - go back and ask again and again if reqd - who knows you might just end up with what you wanted at outset.

if you hold status you shouldn't have to ask again and again.

Seems even with the new harder to attain status, after reading a few pages of posts, nothing has changed . Might be a more exclusive membership as far as the requirements go to get it, but just the same in regard to the lack of benefits without begging for them.

i held a platinum membership for for about 4 or 5 years and had enough. Between this and the terrible customer service. Even when I cancelled I had to deal with a manager to organise moving the 80,000 points I had at the time. They kept asking if I'm sure I want to go ahead with cancelling but didn't show any interest whatsoever as to why.

 

[Stacycrow]

if you hold status you shouldn't have to ask again and again.

Seems even with the new harder to attain status, after reading a few pages of posts, nothing has changed . Might be a more exclusive membership as far as the requirements go to get it, but just the same in regard to the lack of benefits without begging for them.

i held a platinum membership for for about 4 or 5 years and had enough. Between this and the terrible customer service. Even when I cancelled I had to deal with a manager to organise moving the 80,000 points I had at the time. They kept asking if I'm sure I want to go ahead with cancelling but didn't show any interest whatsoever as to why.

Yes, agree Jama and all valid points.

This Forum thread is not inundated with that many instances of exceptional treatment of Accor ‘Elite guests’

 

[Cynicor]

Status- platinum
Mercure Sapporo
booked base room
received privilege room

As far as I can tell these rooms are a higher floor and have a pod coffee machine. They are still the size of shoeboxes and have no other discernable difference to a normal room. No real reason to stay here and the dinner buffet was shocking last stay- worst I've ever seen. Way better right nearby (it was complimentary due to a service issue).

 

[Gibbz76]

Communication doesn't seem to be Accor's strong point. I'm gold but Auckland Pullman had me as bronze. Thought something was amiss!

 

[24601]

Property: Sebel Chatswood
Status: Platinum
Room booked: 1 bedroom apartment
Room upgraded/type: No
Rate: Spring/Summer bed and breakfast $280/night
Free internet: Eventually. Not offered or available until I complained and asked for it.
Welcome drink: Small bottle of soft drink in room
Early check in/late out: Not available maybe due to hotel fully booked. All guests were allowed 1 hour extra if they asked, regardless of status.
VIP treatment: Bottle of water in the room!! Woohoo.
Access to executive lounge (if existing): N/a
Additional care: Nil

I booked and paid for the room on the Accor website. When I checked in the agent at the front desk tried to make me pay again. It wasn't long before his superior appeared to back him up. She spoke in the kind of loud, slow, and condescending voice usually reserved for the very old or the very young. A long-winded lecture ensued regarding the behind-the-scenes working of the website..you aren't really paying on the website...the hotel hasn't been paid yet...yawn. FFS, I couldn't care less how coughpy your procedures are or how they work. I paid for the room and wanted to check in. Just give me my cough**** key and be quiet! Breakfast was included in the rate, but not offered, no mention of what it might be or how one might get it. Got it on my second morning after asking about it. In the room there was no option for comp. wifi, only paid. Got it fixed on asking. The apartment was nice and spacious, though the aircon really struggled in very hot weather.

 

[doctau]

Property: Pullman Bangkok Hotel G
Status: Platinum plus (from Amex plat)
Room booked: G Deluxe (queen bed), floors 18-24
Room upgraded/type: Executive (king), floor 27
Rate: Advance member sale (40% off, free breakfast)
Free internet: Yes
Welcome drink: Fruit drink during checking done on executive lounge floor. 1 voucher for two people, used for coughtails
Early check in/late out: Not required
VIP treatment: Nil
Access to executive lounge (if existing): Yes. Free afternoon tea 1400-1630, free canapés and alcoholic drinks 1730-1930
Additional care: Nil

Property: Mercure Samui Beach Resort
Status: Platinum plus (from Amex plat)
Room booked: "Superior" (read: standard) room.
Room upgraded/type: 1 bedroom villa
Rate: Advance member sale (40% off, free breakfast)
Free internet: Yes
Welcome drink: 1 voucher for two people, non-alcoholic drinks only
Early check in/late out: Not required
VIP treatment: Free minibar (daily: 2x beer, 4x soft drink, and water) in villa room.
Access to executive lounge (if existing): N/A
Additional care: Nil

 

[PLANT]

Mate just started in Novotel in the vines Swan Valley Perth...... Worst customer service ever received from any Accor and stayed in all in Australia. Plat member.
Drafting letter to GM....
Let u know outcome!

 

[wandering_fred]

Stayed there (the vines) a while ago. Nothing special but a nice room. No service expected or required. Coffee shop average. Breakfast nice.
Interesting the house rules said no jeans. Not enforced in winter time I guess..

Happy wandering

Fred

 

[Firsttime4me2]

Property: Pullman Sydney Airport – 05FEB2017
Room booked: Superior (low floor): 2 Double Beds.
Room upgraded/type: Requested free overnight parking as an upgrade alternative received: Superior (high floor).
Rate: Advance purchase $195pn Inc. breakfast.
Free internet: Yes
Welcome drink: Two x Beer, Wine or Soft drinks.
Early check in/late out: Late check-out until 1500 received.
VIP treatment: Free weekend car valet on arrival and departure.
Executive Lounge: Free evening drinks (spirits on request) and Canapés.
Breakfast is served there, however a greater selection and the returning NRL team were downstairs. Swipe access allows for soft drinks availability throughout the day.
Additional care: Welcome plate of Fruit and Chocolates.
General comments: Pullman hadn’t processed my prepayment from a booking made four months earlier, so suffered an unexpected $200 chunk out of our holiday spending. Since the Lounge is on the 1[SUP]st[/SUP] floor I do not see any platinum benefit to a high floor ‘upgrade’ so was disappointed that I couldn’t swap it out for free overnight parking. On previous stays the $30 parking fee has been waived, forgotten or discounted. Our late check-out request was not communicated with housekeeping resulting in a full frontal that will ensure staff counseling sessions for months to come. To be honest whilst convenient, we felt a little underwhelmed on this occasion.

I was not sure if this is the correct forum for overseas Accor Hotel reviews so I have also posted reviews of Novotel Bali Airport, Novotel Gajah Mada Jakarta, Pullman Central Park Jakarta, Mercure Legian Bali, The Kuta Beach Heritage Bali, and Sofitel Nusa Dua Bali on FlyerTalk. Happy to post here also if it is information you want?

 

[M@rcoPolo]

I was not sure if this is the correct forum for overseas Accor Hotel reviews so I have also posted reviews of Novotel Bali Airport, Novotel Gajah Mada Jakarta, Pullman Central Park Jakarta, Mercure Legian Bali, The Kuta Beach Heritage Bali, and Sofitel Nusa Dua Bali on FlyerTalk. Happy to post here also if it is information you want?

Sure, post away!

 

[Firsttime4me2]

Property: Novotel Bali Airport – 06FEB & 19FEB2017
Room booked: Suite on arrival / Superior on departure.
Room upgraded/type: Upgrade to Suite on departure.
Rate: Advance purchase – Arrival: Suite $125pn Inc. breakfast / Departure: Superior 4 hours $50.
Free internet: Yes.
Welcome drink: Two x Beer, Wine or Soft drinks.
Early check in/late out: 1300 check-out for arrival stay, which in the end was not required.
VIP treatment: Spa Voucher 20% off / Free minibar (Soft drink, chocolates, nuts & one Beer).
Executive Lounge: Beer & Wine (+ Select coughtails), Soft Drinks and Canapés from 1730 until 1830 each day.
Additional care: Welcome plate of Fruit and Biscuits.
General comments: We loved this hotel! To be able to walk off a plane, bypass touts and straight to the hotel was fantastic. We were made to feel very welcome upon arrival, and our loyalty appreciated with a friendly greeting and a local non-alcoholic reception drink. We were shown to and around our Suite and left to settle in, I didn’t even need to use the welcome drink vouchers as the mini bar was free.

Breakfast the next morning (No pork bacon) was substantial with Asian and Western influences, and eggs were cooked to order. The pool was a hit with my family and when we were able to negotiate an earlier onward flight being at this hotel enabled us to transfer quickly and easily to the domestic terminal to catch it.

At the end of our holiday, the hotel again welcomed us for a four hour pre-departure stay (Which appears they no longer offer). They upgraded our basic room to another Suite (3387), which unfortunately had inadequate air-conditioning, however with the four-hour turnaround it was hardly worth complaining as we got some drinks from the minibar and went to the pool.

I then enjoyed the two welcome beers at the bar, before making my way up to the Executive Lounge which overlooks the runway for a very pleasant happy hour. Ad Yana was very attentive and engaging throughout, the hotels occupancy was not high, and I shared the lounge with only two other couples.

It appears that the hotels bread and butter comes from airline delays and cancellations, however more people should use it as my family want the hotel to stay in business for many years to come! The beers and canapés were forthcoming and tasted great. However the main perk of having the use of the hotel and its facilities is that it makes waiting around from your usual hotel check out time until your aircraft departure a pleasure. The hotel also has private access straight into the international departures terminal so you can side step the crowds, at least until check-in! We have already booked our next two stays!

 

[Firsttime4me2]

Property: Novotel Gajah Mada Jakarta – 07>09FEB2017
Room booked: Superior
Room upgraded: Upgrade to Suite
Rate: Advance purchase Inc. Breakfast $66pn
Free internet: Yes
Welcome drink: Two x Beer or Wine (Platinum only) otherwise Soft drink
Early check in/late out: Offered but not required
VIP treatment: Attentiveness
Executive Lounge: Yes Beer, Wine and canapés (not open for breakfast)
Additional care: Welcome plate of Fruit.
General comments: From the properties we visited on this trip this was one that I least anticipated would provide me with an ‘Accor Experience’ and I was blown away by the attention and treatment provided! Tika was at reception to greet me and made me feel very welcome, informing me that she had upgraded me to a suite and that I should make myself comfortable in the bar with my welcome drink vouchers whilst she confirmed with housekeeping that the room was presented to an acceptable standard.

The bar is located on the second floor, and has smoking and non-smoking area’s and a stage area that appeared to be ready for some live entertainment later that evening. The vouchers were notarised to indicate platinum status and the bar tenders offered me the additional choice of beer and wine to the soft drinks normally provided.

After a one beer wait, Tika returned with my room key. I was provided with a Suite on floor 18. The suites come with 2 toilets, a living room, walk in closet, bedroom and a bathroom complete with rain shower and bath tub. Both the living room and bedroom have a work desk. Coffee and tea making facilities are complemented with an espresso machine and a mini-bar. In the living room, there is a TV and a very close two seat sofa and a small coffee table. As with other reports the TV is mounted very high up the wall.

Bedroom:
The room comes with a king size bed. The bed is clean and very comfortable and there is a TV in the room, which I found easier to watch than the one in the lounge.

Bathroom:
The ensuite bathroom is a long rectangular shape, with the wash basin first, then toilet, bathtub and lastly, the shower area. Toilet amenities are the Novotel typical and what you'd expect from a business hotel. Shampoo, soap, toothbrush, razor are all available.

Lounge:
Located on the 20[SUP]th[/SUP] floor, I went up for coughtail hour, had a few bites from an unimaginative selection of hot and cold canapés, and was offered a beer. Apart from a view into the Jakarta distance, the place did not have much atmosphere, so I gave up waiting to be asked if I wanted a second beverage as I had dinner plans. There were only two other tables with what appeared to be business couples occupying them. The staff member appeared un-attentive, and I was not engaged in any conversation whatsoever.


Breakfast:
The breakfast was your typical Asian business hotel spread (No Pork Bacon, but that was expected), however there was more than enough to satisfy my western taste buds.

Overall:
Tika was again present to facilitate my check-out, she again reiterated how much the hotel appreciated my loyalty and engaged in further conversations in relation to my stay, my usual hotel choices whilst in Jakarta and general chit chat that made me feel that I was more than a guest. The location was perfect to my wife’s favorite China town jewelry shop, so it suited us very much. I would certainly choose this establishment again if I need to be in this part of town.

 

[Firsttime4me2]

Property: Pullman Central Park Jakarta – 09>11FEB2017
Room booked: Executive Deluxe
Room upgraded/type: Upgrade to Suite
Rate: Advance purchase Inc. Breakfast $131pn
Free internet: Yes
Welcome drink: Two x Beer Wine or Soft drinks to use at the ba r
Early check in/late out: 1030 early check-in / 13 late check-out
VIP treatment: Check-in via the Executive Lounge
Executive Lounge: Spirits, Beer, Wine and a great selection of hot & cold canapés.
Additional care: Welcome plate of Fruit
General comments: We love the Pullman Central Park and to date they have never failed to disappoint. From the moment you enter the door the smell is one of luxury and you can feel yourself relax in anticipation.

I was escorted to the Executive Level and offered a soft drink, check-in was smooth, and I was then taken one floor down to our Suite at the end of the hall. The door walks into a large living room with a couch a large tv and a work desk, the room also has its own toilet. Expresso Pod Machine, and bar fridge.

The bedroom has a large TV overlooking a huge king size bed that was so comfortable even sleeping with our toddler was not a problem. The Executive Suite shower is the best I have ever experienced, after turning on all the taps you have a rain shower, hand shower and body shower all at once at a decent temperature and pressure to match, one of my favorite takeaways from this stay. Bigelow toiletries were the norm, and the huge bath was great to dry out our swimming costumes.

If I had just one criticism it would have to be the pork bacon and lack of hash browns (common I know but like them) for breakfast in the collage restaurant they deep fry the bacon until it is crispy and tasteless, rather than grilling it, a 1[SUP]st[/SUP] world problem I guess, but I do love my pork bacon. Anyway, that aside we have already booked our next two stays!

 

[Firsttime4me2]

Property: Mercure Legian Bali – 11>14FEB2017
Room booked: Superior
Room upgraded/type: Upgraded to Deluxe balcony overlooking pool
Rate: Advance purchase $78pn
Free internet: Yes
Welcome drink: Two x Soft drinks/Mocktails to use at the bar
Early check in/late out: Not required
VIP treatment: Attentiveness
Executive Lounge: N/A
Additional care: Welcome plate of Fruit, Chocolates, two sun hats
General comments: It could have been from those I was meeting, and the expectations of the fun times ahead but from the moment I walked in I had a good feeling about this place. Ms Sanchiagoh (Guest Relations Supervisor) was there to welcome me and as a Platinum guest she really expressed her genuine gratitude that I would choose this establishment over the others in the area, the cool towel on arrival was defiantly appreciated.

Ms Melisa informed me that she had upgraded my room, and that she had arranged a free breakfast as the promotion had not loaded correctly on the Accor site when I had originally made the booking. I also received two non-alcoholic welcome drink vouchers to use at the bar. They even upgraded my friends who were not part of my booking as our stay fell on his birthday. It was really nice to see that they look after all their guests not just Platinums.

The room was perfect with a balcony overlooking the pool on L4, and it was cold on arrival, exactly how I like it! There is nothing worse than sweating through a first impression! Unfortunately, I didn’t take pictures as I was very keen to catch up with my friends but it had all I needed to enjoy my stay.

Mercure Legian do have a unique system for pool towels, (Checking it in and returning them) however I did not find it onerous and a sensible solution to an obvious problem they encounter. Careful though if you lose your card you are stung IDR200k. The pool bar on L4 was also relaxing, it was low season so there was always somewhere to sit and service was good and they accepted the Accor Plus card so drinks were 15% off. Nibbles with drinks would probably make me order something more substantial though, just saying. The complimentary Mocktails (Accor benefit) were also good and we quite happily drank both whilst having a break from bintang!

The hotel is located 5 mins away from the beach, which is not very well kept at this time of year so I had no intentions of visiting it. A very short walk up to Legian proper where I enjoyed an excellent 300gr (IDR200k) Australian rump steak which melted in my mouth at Moo Moo’s. It is also a short 15 min walk down to Sky Garden (at the end of Poppies II) where we got in early (5pm) and had a IDR115 all you can eat and drink bbq which was surprisingly well worth it. There were families up there also enjoying the great value, however the lineup for the bar is best between 5pm and 6:30pm, so get in and get out, but we are detracting from the review of this great hotel, so let’s move on.

The Mercure’s breakfast selection was substantial and contained everything you would want, and the pork bacon was grilled just how I like it. The restaurant is not air-conditioned however a large fan was provided so it was comfortable, and a great start to the day.

Upon checkout Ms Melisa again thanked me for choosing this hotel, and enquired if she could be of any help in the future or arrange some transport for me to my next destination. I couldn’t have been any happier with the service from all that I encountered, thank you so much.

To the hotel: On a side note it would be very helpful to recognise those back of house that also do a fantastic job but rarely receive recognition, whilst housekeeping could leave a small pre-printed card on the bed (hint) to indicate who serviced the room, you also have to acknowledge maintenance who kept the property looking outstanding, the Chefs who cooked my bacon just the way I like it, the Restaurant Staff that arranged my tasty coffee and fan at breakfast, concierge that took my luggage up to the room and explained all the ins and outs, and I know I left a lot of people out, but my stay was wonderful, and it is all thanks to the entire team!

We have already booked our next stay, and I promise to take photos and post them next time around!

 

[Firsttime4me2]

Property: The Kuta Beach Heritage Bali – 14>17FEB2017
Room booked: Jnr Heritage Suite & Classic Heritage Ocean View
Room upgraded/type: Upgrade to Heritage Suite & Superior Heritage Ocean View
Rate: Advance purchase Inc. Breakfast $131pn
Free internet: Yes
Welcome drink: Two x Beer, Wine or Soft drinks to use at the bar – Not used
Early check in/late out: 1030 early check-in / 13 late check-out
VIP treatment: Attentiveness every day of our stay!
Executive Lounge: N/A
Additional care: Welcome plate of Fruit and a very tasteful key ring
General comments: What is the point of online check-in? Again, my extended (two room) family was travelling with non-Accor friends (totally separate booking) who did not check in online. Whilst I was sitting at the unairconditioned Accor Priority check-in, my friends were well and truly finished their check-in whilst I was getting an uninspired runaround which should have been a tick and flick. My two bookings made separately but referencing each other were both checked in online. The website advises: ‘Check-in online the day before you arrive and the Room key will be ready for you’.

It is nice to have personalised service and to be acknowledged, however my status is built upon hotel stays, I am aware of most of the requirements, I had my membership and credit card ready anticipating a credit hold, I really just want to know any local hotel amenities/anomalies, and if I have benefited for upgrade and I just want to be handed two keys (not one) per room and told where to go. Okay my one and only rant aside here are my wife’s thoughts on the hotel.

We were very happy with this hotel, we had few problems, but the staff on the ground did their best to solve them for us. I arrived after my husband had checked in, and we went to the reception to get additional room keys, the lady who served us at the time was a little rude when I asked for clarification about requiring ID for my family in the two rooms we had booked (and which my husband had left holding security deposits for). However, when I went back down, the next male receptionist who served me was very nice and accommodating.
We booked a Junior Suite and got upgraded to the Presidential Suite, the letdown was there is a big KFC bucket right in front of the bedroom balcony. However, we got our requested ocean view suite, and the view from the living room was nice especially at sunset. The second problem we encountered was the air-conditioning, which was not cold enough for the size of the room. My parents (who were also upgraded) stayed next door and their sea view room was very nice and 8 degrees colder (Come on, it is a big difference when you’re trying to sleep.)

We called after the first night and the staff were very attenuative and promptly sent a technician to check, however we still found the room to warm after it was serviced. I called the second time and again it was handled very well. Unfortunately, it wasn't the air conditioners fault, the room was just too big, and the setting sun far too strong (even with the bedroom curtains closed and the room sealed off from the living room) for its output.

We have to commend the Manager who responded quickly and offered to move us to other room (they show us two alternative rooms, we really appreciated this), but we loved the room we were in (top floor / ocean & kfc view). The Manager even offered for us to sleep in another other room at night whilst still keeping our existing room – now that is customer service!

I was really impressed with the gesture and the fact that they did their best to meet our request. On the side note, we bought $20 fan from Carrefour that did the trick with no room change required I would love to say we left it in the cupboard for future guests, but my Mum and Dad took it with them.

Our room came with breakfast, and the staff in the restaurant were amazing. We have a three-year-old and we were also travelling with our one year old nephew. The breakfast staff were truly engaging and made paper crafts with the children which was well and above their job descriptions, thank you so much! My husband and son also loved the grilled pork bacon ;-)


Even though we had some hiccups, I do appreciate how we were accommodated, and we will definitely consider staying again.

 

[Firsttime4me2]

Property: Sofitel Nusa Dua Bali 17>19FEB2017
Room booked: Prestige Suite
Room upgraded: Prestige Suite with Plunge Pool
Rate: Advance purchase Inc. Breakfast $438pn
Free internet: Yes
Welcome drink: Two x Beer, Wine, select coughtail or Soft drink
Early check in/late out: 1300 check-in / 1500 check-out
VIP treatment: Butler service (part of room package)
Executive Lounge: Beer, Wine, Spirits, coughtails and canapés (+Breakfast)
Additional care: Welcome plate of Fruit and Chocolates & kids’ activity pack
General comments: This is a tale of two experiences: My wife’s impression: “I am lost for words... I had a very disappointing stay in this hotel. We read so many good reviews and we had really high expectations for our last two nights in Bali. We booked a suite, and as my husband is Platinum we should automatically be upgraded if it is available (especially for the amount you are paying).

Check-in was good, we arrived and were checked-in at Club Millésime. We were offered lounge chairs and welcome soft drinks whilst one of the staff attended to us, the ambiance was exactly as we had anticipated, and the receptionist that assisted was really nice.

As it wasn’t mentioned, following check-in, I asked the Receptionist if we had received an upgrade? She said she would check, she didn’t even get the opportunity when her colleague promptly advised that there was no upgrade as all the Suites with Plunge Pools were full. I have to admit I was very disappointed, but I understand the subject to availability clause.

As we were still waiting for our room to be ready, and being curious as our travel was not occurring during peak season I checked the Accor website... To my surprise there was an upgradable suite available for both the nights that we are staying.

I was very disappointed, my husband (begrudgingly) and I went back to reception. Unfortunately, the nice receptionist who had helped us previously was no longer there, so we explained what had happened, and the new receptionist didn’t even bother to check the computer. She informed us that the room advertised on the website was subject to maintenance and the website hadn’t been updated (it came across as a rote response to previous guest requests.)

I still didn’t think it was right, however my husband had had enough and didn’t want to pursue the issue any further. After our room was ready, we were escorted to our room (which was beautiful – photos attached) but my head still could not accept the fact that I felt cheated.

Later, I went down to the Club Millésime for afternoon tea, our initial receptionist was there and asked what the room was like, and was everything okay? I explained that I was upset with the whole situation and that we were traveling with a three-year-old that just loves the water. I even offered to pay the difference in room cost if it meant that we could be upgraded, and that as a Platinum, I shouldn't even have to ask, we have never had to ask before, and we thought that this hotel was supposed to be the best of the Accor best. We have stayed in so many Accor properties before and are always very well taken care of – isn’t that the point of loyalty?

Following this discussion, she was very helpful and said she will check it for me, which she did. She returned and advised that in our email we had requested a room in Block E and that all the plunge pool rooms in Block E were occupied. The Receptionist also suggested that there was an upgrade available in Block B, but as it was near the Nikki Beach Bar it will would be noisy the next evening due to a wedding.

I find that the reason not to upgrade a bit weak, good customer service should offer the upgrade anyway, and then we the customer can make the call. We decided to take it, but due to a late check-out it would not be ready until 6pm. In fact, this didn’t eventuate until 8pm, and that's after I had to go back to enquire. It was not a pleasant start!

I find that this hotel treats people differently, I'm Indonesian, and my husband is western I find that if I request something, I either don't get it or it takes so long. For example, I requested a pump for a blow-up pool toy which we had purchased for our son, and was informed that there is a pump in the pool bar and I should take it there for it to be pumped up, but when my husband mentioned it to the staff member turning down our beds... surprise surprise the staff member gets on the phone, four minutes later the box is whisked away and 20 minutes later a Swan is swimming proudly in the plunge pool? Incidentally my son insists it is a flamingo which he cannot pronounce so from this day forward it is our ‘FlatMango’.

I definitely won't come back, we have stayed at other properties before and have never had this kind of experience. It was not worth spending just short of AUD900 for 2 nights. A shame, such a beautiful property let down by customer service and my perception of discrimination.

My impression: Wow, we were so busy entertaining extended family, and bumping into an unexpected work colleague that I really did not grasp the extent of my wife’s disappointment. Yes, we did read every review (hence my request for Block E) and spent the most we have ever spent at any hotel hopeful of a plunge pool upgraded and yes, I was disappointed that this didn’t eventuate, however I knew it was ‘subject to availability’ and the Block E Suite was FANTASTIC (See Photos) and the toilet had the most buttons I have EVER seen! I honestly felt guilty after we got the upgrade that I had made myself so at home in the Block E suite and they would have to clean it again. Our original room was opulent, cold on arrival J and everything that ‘the brochure’ inferred, the gift for my son was unexpected and extatically received.

Let me just say, that the TripAdvisor review advising that Block B located behind Nikki Beach Bar is too noisy and should be avoided maybe a little too harsh. If you’re in the plunge pool you can defiantly hear the music (which was quite nice whilst relaxing and sipping on a beverage), but once you shut your doors it is barely audible. It appears that this review and my subsequent request may have been the cause of most of my wife’s disappointment!

Our new room was all that and more (plunge pool) which we all loved. We had extended family visit us each day and they all just lived in there and allowed me to do my own thing, now that’s a holiday. It is here that I now thank my wife for pursuing the cause.

Breakfast was busy but is run like a well-oiled machine, and as others have testified extensive, with great pork bacon ;-) and the large chunks of fruit (that others blended into juice) I preferred to eat, a nice change from than those small bruised chunks that you often get at other hotel buffets. I am kicking myself that I didn’t try the a la carte breakfast option in the club though!

I felt that our new butlers Andika and Mitha were excellent both arranged for an unexpected and very generous anniversary gift. Further Andika arranged for the flatmango to be inflated and Mitha took us all on a buggy ride around the property which my son just loved. The property is fantastic, well maintained and luxurious. We had pre-booked the kids club however did not need to use it, and the children’s pool and water slide were a hit.

My lasting memory was sitting in the near empty main bar overlooking a beautiful view drinking my two complimentary bintangs and waiting for my 1500 late checkout, the signature Sofitel tune now takes me back to my ‘Happy Place’. But when all is said and done Happy Wife, Happy Life so unfortunately, we will not be back. If you got this far and are considering a stay, go with no expectations and you will be blown away!

 

[Firsttime4me2]

Apologies, but I did ask permission first

 

[kermatu]

Apologies, but I did ask permission first

Terrific details in your posts - will be useful for fellow travellers - so no need to apologise!

 

[Cruiser Elite]

Property: Sofitel Hyland Shanghai
Status: Platinum plus
Room booked: Junior Suite
Room upgraded/type: Junior Suite Exec Floor
Rate: Flexible Rate Pay at Hotel AD222/nt
Free internet: Yes
Welcome drink: Fruit drink 1 voucher didn't use
Early check in/late out: Not required

Have not stayed this hotel for over 10yrs due to a prob I had there. For a couple reasons I need to stay here 4nts in a May so I thought I should try and test. Stay was fabulous except for extreme unavailability of taxis - huge prob but not specific to Sofitel but it did seem worse than Le Leridien up the road.

Rooms was quite spacious and although all furnishings dated for the rate was excellent quality. Access to executive lounge for breakfast which was EXCELLENT and pre dinner nibbles and drinks - again EXCELLENT food offerings. Exec Lounge during day for work also a great Plus - staff more than willing to keep the coffee / water / bikkies flowing.

Just excellent value for the money.

Edit: I failed to mention both the coffee and tea on offer at bfast and during day in EL - 1st time in 17yrs visiting China I stayed in a hotel which served both seriously good quality strong coffee and English bfast tea - such a pleasant change from the watery tea on offer most hotels.