Sofitel Sydney Wentworth

What an amazing stay at the Sofitel Sydney Wentworth! The hospitality was absolutely outstanding from the moment we arrived. Every staff member we encountered was friendly, welcoming and genuinely went out of their way to make us feel looked after. The hotel itself is beautiful, elegant and in a fantastic location, but it was definitely the service and hospitality that stood out the most. Mounoi in the club lounge was outstanding, thank you for your expertise and friendly service.

This hotel was really modern and pretty, with good size rooms and great amenities. The brunch was very well stocked with fresh options, and the staff was friendly. The digital check-in and checkout system was awesome. The gym and spa area is very nice, and I highly recommend booking their cold plunges and saunas, etc, because they are included with your stay. It was a terrific place to stay for the Sydney Marathon as it was a quick walk from the finish. It was a much better hotel than the Sofitel Darling Harbour, where I stayed for a couple of days afterwards. Highly recommend.

Dear General Manager and potential future guests, Please find below my account of how stupid the entire experience staying at the Sofitel Wentworth is. Like many French hotels, this hotel is elegant but cannot get the basics right. Biggest basic fail: Glass in room windows is only 2mm thick - if that - so the noise from the city is deafeningly loud. Had to try extremely hard to block it out to sleep. Unforgivable. Switching rooms would not have work as I noticed all were the same. Stupid. The soaps bottles in the rooms have thin tubes you have to exert a lot of force to push to top down - then the soap shoots everywhere apart from in your hand. Stupid. The mirror lights in the bathroom cannot not be turned off and the towel “hooks” on the back of the door are just tubes of metal so the towels fall off. Stupid. The room contains useless fragile ornaments on the bedside cabinet which I had to move out of the way in order to avoid to knocking over and shattering. Stupid. You have to “book” in advance to use the sauna, cold plunges etc. No hotel in the world has ever asked me to do that. Firstly, you have to create an account on the health club’s platform in which you are asked to hand over all personal and contact details, (now waiting for the junk mail to start rolling in) - only to find there are no slots left for that day. So I went anyway - and guess what? There were only three people there. The sauna/spa area closes illogically early - 8pm. You only discover on arrival that it’s mixed gender and you need to bring your swimwear. This could have been printed on the welcome letter. When you go into the changing room, there is a direct line of sight between where you stand naked to change and the corridor! You have to spend ages wondering how to use the remote-computer-controlled locker system (I closed a locked door when trying to figure it out with no instructions and it wouldn’t re-open - had to get the staff). The guy next to me was also fed up with it. Whole experience: Stupid. I allowed the housekeeping in on the third day - hoping they would stand by the well-advertised environmental policy of not changing the towels or bedsheets unless signalled - and they were true to it. But just to make their mark on the environment, they left ALL of the lights on all day. Stupid. Check-in staff were well-presented but extremely perfunctory. The snooty “Bonjour” when approaching any of them sets the tone for the conversation. No “how was your journey/stay?” - just gave a fake smile and told me that my stay wasn’t eligible to accrue point because it was booked through our company’s travel agent - even though my every stay in Accor hotels in the past has accumulated points and our travel agent has not changed. She couldn’t add the lengthy 16-digit Accor account number onto my reservation directly (even though provided it when booking) so I had to write it out on a piece of paper for her to enter later. What’s the word? Stupid. Positives: Room size acceptable and liked the large TV. So that’s my feedback you asked for. If you’re going to reply, I expect to see concrete, timely plans to replace the windows, fix the ludicrous gym situation and train your staff how to greet guests warmly. For tips, I suggest you spend the night in the Sheraton. They’re not stupid. Yours, Shocked guest.

Sofitel Sydney Wentworth Sydney Appalling Downfall of a Former Favorite – Dishonesty and Arrogance at the Highest Level 1071899442 I have been staying at Sofitel Wentworth on and off for over 25 years, but my recent stay was beyond appalling. The level of service and sheer dishonesty from senior management has completely ruined what used to be an amazing hotel. The trouble started right at check-in at the Club Sofitel when the recently arrived Indian staff member refused to honor the confirmed online booking prices, attempting to force extra fees onto the bill. This was not an isolated mistake—I witnessed numerous other guests experiencing the exact same treatment at the front desk. The core issue appears to stem from overseas-trained staff whose sole focus seems to be climbing the corporate ladder at the expense of guest loyalty and standard integrity. Hiding behind the "Sofitel" brand name and tossing around a casual "bonjour" does not excuse deceptive business practices or appalling customer service. Special mention must go to Cassia S********, Emma T***, and Deepa P*****, whose complete lack of professionalism, attitude, and dishonesty were nothing short of despicable. After 25 years, I will not be returning, and I strongly advise potential guests to watch their bills carefully.

Stayed for a staycation/celebration for 3 nights to get out of the usual routine. Have stayed at multiple Sofitels in the past across different countries and assumed it would be a reliable option. The good: Beds are luxuriously comfortable, turn down service is amazing with lovely options such as pillow spray left. Night 1 and 2 Housekeeping did a perfect job and even spotted small items to make my stay more pleasant. Individual staff members really go above and beyond and clearly enjoy their job. Charles has to be mentioned for how quickly and efficiently he sorted out the chromecast/streaming issue for the TV - it’s usually an issue with the app settings on your device. Guest services in the club lounge were super responsive and quick to sort out any requests or queries. Food at Tilda is great with an amazing lunchtime option if you’re not looking for a full a la carte menu. The service whilst dining was fantastic, however my initial experience was not as great. Wentworth bar: when it’s actually open, lovely, great venue - had a bottle of champagne that was part of the room package here and it was lovely in the winter afternoon with the heat lamps going - just don’t expect table service for the first couple of hours - the solitary (very friendly and helpful) bartender will help you out including lighting the heaters whilst 3 other staff wander around looking at various screens. The not fantastic: Check in: self-check in is inefficient. Obviously multiple people were having issues as all ground floor guest services positions were full of other people manually checking in and all the kiosks empty. Went up to level 5 to check in at the club instead, which was much more pleasant, although not sign posted or directed by staff. As has become standard with Sofitel/Accor - No upgrade although next level rooms were available throughout my stay. Don’t know why they state this on their benefits of platinum membership when they never provide it. Also I’m at a loss as to why my membership profile has preferences at all - none were noted or offered. Despite having mentioned this was an occasion stay, no recognition of this at all, which was just compounded by having to listen to other guests in the lounge discuss how they had amenities/gifts left for them for similar events. Package inclusions seemed to confuse various guest service staff, which resulted in them trying to charge me for them at checkout. Club Lounge: Not in keeping with the usual experience of Sofitel Club lounges. Overcrowded, cramped seating. Most staff do their best, but allocated seating would help due to chaotic guests. Shouted conversations, phones on speaker, people literally running back and forth to the buffet. Seeing as the evening service was described to me as “drink as much as you can”, I suspect they have become used to a certain clientele. Food clearly catering to Australian cuisine more than French/pan Asian seen in other Sofitels, with literal chunks of meat on offer, rather than actual canapés. No roving canapé service as experienced at other properties. Whilst some staff have great service, others don’t seem to have been well trained - standing behind/out of eye-line when asking for orders, and on one memorable occasion having “another what?!” barked at me when I asked for a coffee. On the 3rd day/midweek when I sat in the “overflow” area that was opened it was much more civilised and staff seemed somewhat more attentive Tilda - standoffish staff. Walked through trying to find the bar, vaguely waved in direction by first staff member, then told off by a second for not knowing what they meant. “Bar” labelled seating apparently not the bar. Went for celebration meal, noted in reservation information - seated at cramped small table elbow to elbow with boorish swearing finance group, whilst other more spacious tables available. Ambiance left something to be desired, however overall service and food great. All in all it’s apparent that brand loyalty isn’t a large factor for Sofitel, and won’t be rewarded, no matter what the ‘rewards’ programme promises. Next time I’ll go back to the Four Seasons for my city break where I didn’t have to worry about being made to feel like an inconvenience, or vulnerable when solo.