We have been staying at this hotel for many years and have always been loyal Accor customers. However, for our recent stay, we booked through Hotels.com (Expedia) as they offered a more competitive rate. Unfortunately, this decision seems to have affected the way we were treated.
Despite booking an ocean view room, we were placed in a different category upon check-in. When we raised this with the hotel, most staff members were helpful and attempted to rectify the situation. However, the Duty Manager, Blaize Higginson, made us feel like second-class guests simply because we booked through a third-party site. Rather than assisting us, she dismissed our concerns and stated that it wasn’t the hotel’s responsibility, adding that we should have booked directly with Accor if we wanted to receive proper benefits.
This experience was disappointing and not in line with the service standard we’ve come to expect from Sofitel. Loyalty should not be tied to where a reservation is made, especially when long-term guests are involved.