Sofitel Marseille Vieux-Port

Upon check-in our reservation could not be located (2nd time this happened. 2 different stays within 2 years and 2 different ways of being treated). Somehow under my mom's name this time, which I put her name on the 2nd room in the event she needed to get re-keyed. We were asked condescendingly if we booked at the Novotel next door! Told me to go on app to figure out name change as she couldn't do it but in the app, name on res was correct but never resolved. Garbage wasn't removed daily, coffee wasn't replenished daily, noticed the room may not have been vacuumed daily as there were crumbs still on the carpet. Was also never told about the welcome drink for the one room but happened to see it in the app the last night we were there. It would have been nice to feel like the reception staff was trying to make some effort but that was far from the case. Asking if we had made our reservations at the Novotel next door instead, not seemingly willing to help resolve the name on the reservation and told me to figure it out myself on the app and was just not very welcoming at all. When we had the similar issue the first time (not finding the reservation), we were at least treated nicely by someone that had a pulse and smiled (that first issue was because of a change in reservation system upgrade but was eventually located and resolved). Don't recall names but concierge and valet staff were great as were the turndown service crew. Common areas of hotel seemed fine. Room was not emptied of trash daily and vacuuming was missed on a day or 2 in the rooms as noticed by crumbs still on the carpet. This particular stay was downgraded on this trip primarily because of our check-in experience. The young lady had pulse of a jellyfish and did not seem willing to make any effort. We stay in hotels 100+ nights a year so this was quite disappointing. We brought my mom and her sister to Marseille to this particular property since we had stayed before and it was great, minus the difficulty finding our reservation (they've been wanting to go for years) so they could enjoy the spa area (they're older and we didn't know if they wanted to venture out or stay in). We've stayed at the Grand Hotel Beauvau Vieux-Port (same chain) which is an excellent location... Maybe a lower tier but great service. Only reason we didn't go back was because of the AC, but hindsight, this is where we should've booked Adding review here as there was no response from the hotel regarding this particular stay.

The Sofitel Marseille Vieux-Port is an excellent hotel with stunning views over the harbor. The rooms are elegant and comfortable, and the staff is friendly and professional :) A perfect choice for a relaxing and luxurious stay in Marseille !

Excellent spectacular views but lacks the 5 star standard. Staff all very helpful Comfortable room and amenities Walking distance to the busy town.

At a magnificent location and with a stunning view across the old forts and port area of Marseilles, the dining location of the hotel was a feast for the senses. The rooms and facilities were clean, thoroughly well kept and with ample space, to be expected at this price and for a 5 star well branded hotel. However, this is about as best as the experience would reveal for me. I would expect that for an international level quality hotel, the dining experience (breakfast and dinner inclusive) would be well grounded with the hotel's teams in these areas well versed in food quality, service and coverage for any customers with dietary issues. This was not the case. For instance, the menus (breakfast and lunch/dinner) made allergen statements to be noted to staff for any adjustments required. Menus also stated various offerings for the gluten free buffet (breakfast) with provision for locally sourced products. All I found was a jar of madeleines (pre-purchased individually wrapped) and a jar of muesli. Breakfast covered, and no other options. Buffet? The offers for what I'd call 'normal' foods were plentiful, pastries, breads, cereals and sweets. Considering the extraordinary slim pickings in the gluten free story, I asked for gluten free bread to make some toast. Two staff members looked at me and then at each other with no content of understanding, eventually seeking help from a senior team member. The team member instructed them to go into the kitchen and ask there. After a 5-6 minute wait, one waiter arrived with 2 microwave heated small buns. I'll take it, it's better than nothing I thought. At the end of my stay, a 5 star hotel with overreaching allergen statements on menus, a very careful instruction/direction needed to staff, promised much on menu, but delivered very little. It's just not good enough.

On arrival staff very friendly, everything explained. Nice bar on the 7th floor overlooking the marina. Room ok. Aircon not cold at all. Shower so hot I couldn't get in. On the next revamp I would suggest better glazing to keep the noise or sirens & gulls out, & better room lighting- a bit style over substance at the moment. For example, the bed reading light is too high on the headboard & the chaise longue was not useful & took a lot of space out of the room. At breakfast no one came to take the order. 40 mins for order & 20 mins to service. Had to request further drinks as no one came to check we needed anything else. Shame as hotel in a nice position. Not up to standard of other Sofitels we have visited.