3/5 Okay
Verified traveller
Travelled with group
18 Dec 2020
Liked: Cleanliness, amenities, property conditions & facilities
The check in was a huge disappointment! We had booked the Family Apartment which stated in The description that there is 1 king bed, 1 twin bed, and 1 double sofa bed. Since we are 3 adults, the availability of 3 separate beds was the driver behind booking since we are friends not family. the Family apartment despite it having significantly higher rate seemed to have perfect description so we booked it and mentioned in the remark the same requirement. However, we were surprised to see that the room only had a sofa bed and king bed! It was shocking that the hotel did not “know” about the description as available on expedia nor the request we made. They requested us to show them description and note which we did so they can provide us rollaway bed free of charge!! If we were to know that this is outcome, we could’ve gotten a standard room with an additional rollaway bed rather than the apartment! Worst of all, the check in employee said the manager will call and that did not happen! It’s like they didn’t care! It’s a really nice hotel but was so disappointed about the room situation and awful check in experience!! If i go to any hotel in the palm area again, sofitel would be my last option!
Stayed 2 nights in Dec 2020
