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- Jan 24, 2018
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Property: Sofitel Adelaide
Status: Accor Plus Diamond
Room booked: Deluxe Room
Room upgraded/type: Prestige Suite
Rate: RHR
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: Offered 10:30am checkin and accepted. Offered 4pm Checkout and accepted
Welcome drink: Yes 2 x coughtails from the restaurant
Welcome gift: Cheese Plate and bottle of Pinot Grigio
Our normal go to in Adelaide and typically stay between 15-30 nights per year.
A bit of a rant but I’ll start with the good first.
Received my normal call from management a few days out from the stay and was asked if we still prefer Pinot Grigio as our favoured wine. Engaged in some small talk and mentioned that we were staying in town as we had some shots due at the Travel Clinic at 12pm and that we would check in after that. Was then told that our room would be ready for 10:30am check in if we wanted to come down before our appointment. Glady accepted that and arrived around 10:30am, received an upgrade to a Prestige Suite and everything was fine until that point. No welcome gift initially but received it later on. After our appointment we returned to the hotel, had a swim and then went to the Club for afternoon tea. On arrival at the lounge was told to wait in line and we would be seen to shortly. Several minutes went by and no one returned and by then the line was building so we just went in and found a vacant table. The couple on the table next to us wished us luck as they had ordered a pot of tea 25 minutes ago and hadn’t received it yet. Took a good 15 minutes for our coffee order to be taken and another 20 minutes to get the coffees with only one staff member seemingly on. The scones and pastries were superb though but didn’t bother trying to order another coffee. Went back to the room and our welcome gift had arrived, nice cheese plate and a bottle of Pinot Grigio.
Had dinner booked at Garçon Bleu but had time to kill so went back to the lounge for coughtail hour. Once again not enough staff and drinks order taken after 15 minutes and drink arrived a further 15 minutes later. Second drink took even longer to arrive to the point we actually left before it arrived as we had a dinner reservation. Several other guests also walked out due to lack of service. Whilst waiting for dinner I sent a quick email to the manager and received a reply a few minutes later stating she was off for the weekend but would get the duty manager to check it out. Dinner at Garçon Bleu was excellent as usual and a nice bottle of wine with great service so can’t fault that in anyway. After dinner we used our welcome drinks at the bar and grabbed a coughtail and then decided to have a few more drinks as I bumped into someone I knew. I drink Belvedere Vodka and Mrs Jase drinks Talisker Scotch and we had 3 each and called it a night. Breakfast the next morning in the lounge was a debacle, arrived in what looked a fairly quiet period and shown to seat almost immediately but our table had just been cleared and no cutlery. Took 15 minutes to bring over cutlery and make up table and I whilst I he making up the table I asked to order and he said he would be back in a few minutes as he was busy. That few minutes turned out to be near on 20 minutes!
Finally ordered and coffees came out relatively fast and tasted good but meal took a ridiculously long time. At this point a person from management entered the lounge and could see that we weren’t impressed and he said he would check out our order. He came back a few minutes later and said the chef was just cooking us some fresh bacon and eventually the meals arrived 45 minutes after ordering them. I’m not sure if they just forgot our order or they were just too busy in the kitchen. Lots of comments from other tables about the terrible service and chronically understaffed.
Had a late check out of 4pm proactively offered and accepted so went for another swim after breakfast and then checked my emails to see I had another replay from management. Apologised profusely and stated they were understaffed and were desperately trying to employ and train new staff as they have had some feedback similar to mine recently and are aware of the problems.
On checkout when we went to settle the account for dinner and drinks we were informed that management had removed the drinks bill from our folio as a gesture of thanks for our continued loyalty and once again apologised.
Accor Plus discount applied to meal and points went on the account the next day.
Easily our worse stay at this property and have 2 stays booked already for March so let’s hope they can sort out the issues
Status: Accor Plus Diamond
Room booked: Deluxe Room
Room upgraded/type: Prestige Suite
Rate: RHR
Free internet: Yes
Free Breakfast: Yes
Early check in/late out: Offered 10:30am checkin and accepted. Offered 4pm Checkout and accepted
Welcome drink: Yes 2 x coughtails from the restaurant
Welcome gift: Cheese Plate and bottle of Pinot Grigio
Our normal go to in Adelaide and typically stay between 15-30 nights per year.
A bit of a rant but I’ll start with the good first.
Received my normal call from management a few days out from the stay and was asked if we still prefer Pinot Grigio as our favoured wine. Engaged in some small talk and mentioned that we were staying in town as we had some shots due at the Travel Clinic at 12pm and that we would check in after that. Was then told that our room would be ready for 10:30am check in if we wanted to come down before our appointment. Glady accepted that and arrived around 10:30am, received an upgrade to a Prestige Suite and everything was fine until that point. No welcome gift initially but received it later on. After our appointment we returned to the hotel, had a swim and then went to the Club for afternoon tea. On arrival at the lounge was told to wait in line and we would be seen to shortly. Several minutes went by and no one returned and by then the line was building so we just went in and found a vacant table. The couple on the table next to us wished us luck as they had ordered a pot of tea 25 minutes ago and hadn’t received it yet. Took a good 15 minutes for our coffee order to be taken and another 20 minutes to get the coffees with only one staff member seemingly on. The scones and pastries were superb though but didn’t bother trying to order another coffee. Went back to the room and our welcome gift had arrived, nice cheese plate and a bottle of Pinot Grigio.
Had dinner booked at Garçon Bleu but had time to kill so went back to the lounge for coughtail hour. Once again not enough staff and drinks order taken after 15 minutes and drink arrived a further 15 minutes later. Second drink took even longer to arrive to the point we actually left before it arrived as we had a dinner reservation. Several other guests also walked out due to lack of service. Whilst waiting for dinner I sent a quick email to the manager and received a reply a few minutes later stating she was off for the weekend but would get the duty manager to check it out. Dinner at Garçon Bleu was excellent as usual and a nice bottle of wine with great service so can’t fault that in anyway. After dinner we used our welcome drinks at the bar and grabbed a coughtail and then decided to have a few more drinks as I bumped into someone I knew. I drink Belvedere Vodka and Mrs Jase drinks Talisker Scotch and we had 3 each and called it a night. Breakfast the next morning in the lounge was a debacle, arrived in what looked a fairly quiet period and shown to seat almost immediately but our table had just been cleared and no cutlery. Took 15 minutes to bring over cutlery and make up table and I whilst I he making up the table I asked to order and he said he would be back in a few minutes as he was busy. That few minutes turned out to be near on 20 minutes!
Finally ordered and coffees came out relatively fast and tasted good but meal took a ridiculously long time. At this point a person from management entered the lounge and could see that we weren’t impressed and he said he would check out our order. He came back a few minutes later and said the chef was just cooking us some fresh bacon and eventually the meals arrived 45 minutes after ordering them. I’m not sure if they just forgot our order or they were just too busy in the kitchen. Lots of comments from other tables about the terrible service and chronically understaffed.
Had a late check out of 4pm proactively offered and accepted so went for another swim after breakfast and then checked my emails to see I had another replay from management. Apologised profusely and stated they were understaffed and were desperately trying to employ and train new staff as they have had some feedback similar to mine recently and are aware of the problems.
On checkout when we went to settle the account for dinner and drinks we were informed that management had removed the drinks bill from our folio as a gesture of thanks for our continued loyalty and once again apologised.
Accor Plus discount applied to meal and points went on the account the next day.
Easily our worse stay at this property and have 2 stays booked already for March so let’s hope they can sort out the issues
