Sofitel New York

The ambiance, attention to detail, and overall service were exceptional. The hotel’s convenient midtown Manhattan location made it easy to access everything on foot, an excellent value for visitors. My room was thoughtfully designed, recently renovated, and impeccably clean. It had all the amenities I needed, and the front desk team was very accommodating with any additional requests. A special thank you to the Director of Guest Services, Shevanie, and the outstanding front office staff, Marla, Bijou, Kenia, Gilbert, and Mage, for their warmth and professionalism.

Sadly, I was very disappointed in my stay. First, and least important, was that while the room itself was nice (I booked a higher tier room – Luxury King Bed, High Floor, City View), there was no coffee machine. (Some posts here said there would be a Nespresso machine but I had nothing.) Honestly, I can’t remember the last time I stayed in a nice hotel and it didn’t have a coffee machine in it.) Second, I’m a Platinum Accor member – soon to be Diamond – and this hotel did absolutely nothing to acknowledge my status. I travel a lot and I’m also Diamond with Hilton and Platinum with Marriott and I *always* get some acknowledgement – whether it’s a room upgrade, a statement like “we tried to upgrade you but we couldn’t because we’re full,” or merely a simple “thanks for your loyalty” at check-in. But here – zilch. So if you have status, don’t expect anything at this hotel (see below too). Finally, the most frustrating thing was how I was treated when I arrived. I emailed the hotel a few days earlier letting them know I was arriving in the morning and asking if there was any way to get an earlier check-in. They wrote back saying they would put it on reservation but there could be no guarantee because it’s based on availability – **which I completely understand and fully accept.** I got to hotel at 9:30am – on a Tuesday by the way – and room was not ready but they said to come back around noon. Fine. But when I came back at noon, the gentleman simply said the room is still not ready - and gave me no indication as to when it would be ready when I asked. But here is where the hotel really let me down – I stayed in the lobby and for the next 2 hours, I saw **multiple** people - couples/families/business people - come in with luggage and check in and then wait in lobby for their room for maybe 10-20 minutes before they would get called and told their room was ready (and yet nothing for me)! I am guessing 10-20 different people. Finally, after seeing all this (and even talking to a few of them), at about 2pm, I went back to the front desk and asked what was up. The gentleman who I had spoken to earlier then went to the back to say he was going to “talk to his manager” and when he came back 2 mins later, he coincidentally said my room was ready. Needless to say, I was extremely unhappy – as by now it was close to 2:20pm and I had been there for nearly 5 hours waiting whereas so many other people were able to check in sooner. And again, this doesn’t even take into account that I had status – as you’d think they’d try to go above and beyond for someone who is loyal to their hotels - or the fact that I had made a request days earlier. My guess is that the hotel just assigned me to some specific room and didn’t even make the effort to find me a room that opened up earlier despite my request. (Clearly rooms were available earlier than 2:20pm.) To me, that is just awful customer service and there is no excuse for that at all. I travel a lot - especially to NYC - and I’m not sure I’ll ever stay here again. Just really disappointing.

I am giving 5 stars due to very quiet and comfortable room in Mid Town. I was on 22nd floor in a king room. Very nice linens, welcome chocolates and water. Had drink at the bar one night and friendly service. Great business hotel for me. While not cheap, also not outrageous. Would suggest they be more generous with complimentary water. Valet and bellmen friendly and highly competent.

I loved this hotel - Karl at the front was amazing. He went beyond, just helping us with his luggage and giving us some pro tips about the neighborhood - he showed us around and walked us over to Jane Doe for lunch. The bathrooms are spacious with rain showers and Balmain toiletries. We stayed in a newly renovated room - super cozy beds and blackout shades. The bar too was a great spot for a night cap.

Excellent location, newly renovated rooms. The breakfast was excellent, especially the waiters: Benny and Arian. I stayed three nights with my wife, and my granddaughter and her mother will be staying for another week. A great hotel!!!