Sofitel Fiji Resort & Spa Hotel 5 stars

TripAdvisor rating 4.0/5 4,227 reviews
Sofitel Fiji Resort & Spa
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Hotel extras

Waitui Beach Club, the newest addition to the resort is an upmarket, exclusive, adults only area. During the day, relax by the pool with personal butler service, or indulge in a range of health, and wellness options.

This hotel participates to Planet 21 and is acting in favour of Positive Hospitality.

Services in the hotel and nearby

Check-in from 14h00

Check out up to 11h00

Paying

Services and practical information
  • Online check-in
  • WIFI/Internet Access
  • Parking
  • Accessibility for people with reduced mobility
  • Services for children
  • Air conditioned
  • Reception open 24 hours a day
  • Early check-in/Late check-out
  • Electric car recharging units
  • Laundry
  • Boutiques/shopping
  • Porter
  • Concierge
Leisure and activities
  • Outdoor unheated pool
  • Fitness centre
  • Well-being
  • Services for children
  • Golf
  • Tennis
  • Beach and water sports
  • Other sports activities
Catering
  • Breakfast
  • 5 restaurant(s)
  • 3 bar(s)
  • Room service
Business services
  • 10 meeting room(s)
  • Conventions hotel
  • Business centre
  • Copy/print service available

Hotel location

Sofitel Fiji Resort & Spa

Beachfront

denarau island
fiji

Tel: +6796751111

Fax: (+679)6757777

Contact email

Check-in from 14h00

Check out up to 11h00

  • By plane

    NADI AIRPORT At 20km / 12.43 miles

  • By boat

    PORT DENARAU MARINA At 0km / 0 miles

  • By helicopter

    Helipad At 5km / 3.11 miles

GPS :-17.76905, 177.373613

Our accommodations

Boasting waterfront views from most of its 296 rooms and suites, this distinctive Fiji Island resort blends contemporary comforts with timeless style. Our Fiji Island hotel complements stunning natural beauty with the finest personal luxuries.

SUPERIOR ROOM, 1 King Size Bed, Oceanside

  • Max. number of persons: x3
  • Area: From 35
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Coffee/tea making facilities(...)

SUPERIOR ROOM, 2 Queen Size Beds, Oceanside

  • Max. number of persons: x4
  • Area: From 35
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

LUXURY ROOM, 1 King Size Bed, Oceanside

  • Max. number of persons: x2
  • Area: From 35
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

LUXURY ROOM, 2 Queen Size Beds, Oceanside

  • Max. number of persons: x4
  • Area: From 35
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

LUXURY ROOM, Beach Club Access, 1 King Size Bed, Oceanside

  • Max. number of persons: x2
  • Area: From 35
  • Views: Garden side, Ocean/Sea view *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Coffee/tea making facilities(...)

LUXURY ROOM, Waitui Plus Access, 1 King Size Bed, Oceanside

  • Max. number of persons: x2
  • Area: From 35
  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

LUXURY ROOM, Beach Club Access, 2 Queen Size Beds, Oceanside

  • Max. number of persons: x3
  • Area: From 35
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Coffee/tea making facilities(...)

FAMILY ROOM, 1 Queen Size Bed, 2 tier Bunk Bed, Oceanside

  • Max. number of persons: x4
  • Area: From 35
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

LUXURY FAMILY ROOM, 1 Queen Size Bed, 2 tier Bunk Bed, Oceanside

  • Max. number of persons: x4
  • Area: From 48
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Terrace *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

PRESTIGE SUITE, 1 King Size bed, Ocean View

  • Max. number of persons: x3
  • Area: From 61
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

OPERA SUITE, 1 King Size bed, Separate Living Room, Ocean View

  • Max. number of persons: x3
  • Area: From 84
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

IMPERIAL SUITE, 1 King Size Bed, Separate Living Room, Ocean View

  • Max. number of persons: x3
  • Area: From 106
  • Views: Ocean/Sea view, Garden side *
  • Most of the accommodation: Balcony *

* Subject to availability

  • Wireless internet in your room
  • High speed internet
  • Bathrobe
  • Slippers
  • Ironing board and flat-iron(...)

Our restaurants and bars

WAITUI BEACH CLUB

Type of cuisine: Healthy eating

Service at Waitui Beach Club extends to the public from 6PM where you can enjoy a healthy selection of well-balanced dishes from our tapas menu, delicious sunset cocktails, woodfired pizzas and a range of prestige champagne from the Veuve bar.

Dinner

15:00 - 22:00

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

V RESTAURANT

Type of cuisine: Gourmet

This Signature restaurant offers seating for up to 70 guests who truly enjoy the art of fine food and wine. Located on the ground floor of the central building. Elegant decor with air-cond or open aired (weather dependent).

Find out more and book

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

LAGOON RESTAURANT

Type of cuisine: Thematic cuisine

With a fresh and inspired approach to food, Lagoon is a fresh food buffet restaurant featuring live cooking stations. A family friendly restaurant, Lagoon even offers its own childrens buffet.

Find out more and book

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

SALT RESTAURANT

Type of cuisine: International

Salt is the ultimate in alfresco dining, with a waters edge location. Catering up to 120, guests can choose from an extensive variety of International cuisine.

Find out more and book

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

LA PARISIENNE

Type of cuisine: Cafe

La Parisienne is a sidewalk French-style café serving up simple, light and fast food. The café offers great coffee, café style breakfasts, stylish lunches and a delicatessen perfect for those in transit or on the go.

Find out more and book

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

BREEZE BAR

Photo non contractuelle / Strictly non binding

Whether its for a casual drink, to read a book or enjoy a cocktail, the Breeze Bar has elevated mesmerizing view over the pool to the Pacific Ocean. Open till late with live music.

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

SALT

Photo non contractuelle / Strictly non binding

Set by the ocean's edge, Salt provides a casual location for a refreshing drink, cocktail or snack after a relaxing swim in the pool.

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

LATITUDE 17

Photo non contractuelle / Strictly non binding

Situated between V restaurant and Lagoon, Latitude 17 is a friendly and relaxed place to meet. Opens throughout the day for coffee and drinks. Opening hours: 07:00 - 23:30

Lunch

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Dinner

  • Mon
  • Tue
  • Wed
  • Thurs
  • Fri
  • Sat
  • Sun

Your meetings and events

Our meeting rooms

  • Number of meeting rooms: 10

  • Maximum size: 800 m²

  • Maximum capacity: 758 people

  • Maximum banquet capacity: 480 people

Find out more
Sofitel Fiji Resort & Spa Meeting Room

Our guest reviews for
Sofitel Fiji Resort & Spa

100% genuine reviews from our guests

Find out more

AccorHotels Rating 4.3/5

13,283 reviews

tripadvisor tripadvisor

TripAdvisor Rating 4.0/5

4,227 reviews

TripAdvisor Certificate of Excellence
Certificate of excellence 2019

Just magic

TripAdvisor rating 4.0/5

Pioneer31105202088 Couples - 22/05/2019 TripAdvisor review

The accommodation was excellent, the food was amazing, a beautiful pool to relax by and the staff are just so lovely and helpful. It was a wonderful week in a wonderful place. Our 2nd time there and would go back again. Just magical.

Bonjour Bula Pioneer31105202088 Thank you for sharing your experience with us. We are delighted to read that you had an enjoyable and relaxing holiday with our lovely staffs. We look forward to welcome you back for your 3rd stay with us. Vinaka Sofitel Management

DEFINITELY NOT 5 STAR!

TripAdvisor rating 4.0/5

Mitchybear Family - 21/05/2019 TripAdvisor review

Very disappointed with this hotel .Have stayed at other Sofitels as a AccorPlus member and never disappointed before.We were ther with family for a wedding at the venue. Was noisy,rooms were poor condition,food under par food and poorly serviced each day and the hotel was under refurbishment at the time. Not value for the high price paid!

Fiji Family Fun

Customer review rating 4.3/5

Monique Families - 20/05/2019 AccorHotels certified review

Everything was perfect! My children loved there time at the Sofitel and already want to come back! Justin was an amazing help! Everyone was so lovely! Pool and Slide were a hit!

Dear Monique R., We very much appreciate your comments regarding your stay at the Sofitel Fiji Resort & Spa. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Sofitel Management

Lack of customer care

Customer review rating 4.3/5

John M. Families - 20/05/2019 AccorHotels certified review

The Sofitel management have no care for customer satisfaction “ if you don’t like it you can get a full refund and book elsewhere” That were the words from your Sales And Marketing Manager Michael Bell. Totally atrocious behaviour from someone in this position. We were aware that there was renovations taking place a few moths prior but NOT be informed of this even a week before our arrival was not acceptable. We were booked into the Beach Club but this was not available nor were the benefits of staying there. We had my Sons wedding at the Sofitel which was absolutely amazing but to be surrounded by Temporary fencing and no close access to a bathroom for the guests was disgusting. We were partly promised that a vacant room my be available to use but this was declined at the last minute. We were so lucky that my Sons Suite was close but even that was not acceptable as all guests then had to use his room for the bathroom as it was too dark and too far for some guests to find the Main lobby bathroom. When my son had to transfer from the normal room to his Suite he was locked out of his room for 3 hours again totally unacceptable. The Construction noise started from a blower at 6.30am and then massive tractors shaking the ground at around 7.00am every morning , my cousin had construction noise above her from 7.30am every morning. There was no warning, no letter of apology under the door, no concern for the guests at all. It was just that we had everything and everyone booked in at the Sofitel that we really couldn’t move at the last minute . With regards to credits on our account , it took over a hour with reception to try and fix the stuff ups as they again were not notified of the promises by Michael Bell. Even a few days later my family and guests were still complaining about the lack of care from reception as they just looked at you with a blank face. Communication is a huge thing and this hotel has none of it. The hotel lacks feeling , lacks the soul of Fiji but the only thing that saves this hotel from a 1 star rating is the staff around the Pool , the breakfast areas and activities. These people are amazing , so welcoming and so caring ... the management could learn a lot from these Fijians. Myself and my family will never stay at the Sofitel Fiji again unless the care factor changes big time, we are even considering not staying at any Accor property again due to the total disregard of their guests. How does this property get it so wrong ?? I don’t usually write reviews but I really needed to express my and my families opinions. I hope this review helps in fixing an awful situation Regards John M.

Had an Enjoyable and wonderful time for relaxation.

Customer review rating 4.3/5

Mere D. Friends - 20/05/2019 AccorHotels certified review

Although we enjoyed our stay, it was not like when all the facilities were available e.g. the Waitui Club was closed and the menu for lunch on Sunday (Mothers Day) was not very interesting. I also requested for an extension to stay another night on Sunday night but the officer that checked me in forgot to include this in your system. I had to come to reception on Sunday to clarify matters regarding my booking. This kind of action can be very embarassing. Things were sorted out after I explained it at the check in counter. Hope this does not recur in the future.

Bula Mere We very much appreciate your feedback regarding your stay with us. We do apologise for the inconvenience caused during check in and some facilities being closed. However, we are glad to know that you had a enjoyable stay. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Waitui Alternative

Customer review rating 4.3/5

J C. Friends - 20/05/2019 AccorHotels certified review

Hi there, we booked last year to stay with 3 other couples at the Waitui Club section of your resort from the 9th - 13th May (under the name of Leann Foster). We were told a week prior that the Waitui was not going to be finished it's refurbishment in time, so we were offered alternatives including room credits per day, at the main resort (where we have stayed 4 years prior). We accepted a deal whereby we were to receive $ 115/day room credit, free breakfasts, 2 drink vouchers per day, and 2 x 60 min massages during our stay. We arrived and were taken to an inferior room, in a different block to the agreed. When we queried it, we had to be moved to the agreed block, where our room was lovely. Our stay at the Resort was very pleasant, the breakfasts were nice, Salt Restaurant had lovely food, and all staff were helpful, friendly and obliging, which is why we love Fiji. I would be happy to stay again here or at Waitui when it eventually opens. The negative experiences came when it came time to checkout, and we had to dispute that the room credits had not been subtracted from the account - there should have been a note on our file/room so that we did not have to mention it - no one enjoys standing in front of others in the que while we were disputing the account. The lady eventually applied the credits, without apology, but apparently one of the other couples had to battle for about 30 mins to get their account sorted. While it was nice to receive a free massage, I was glad I hadn't paid for it, as there were a few things that needed to be brushed up on - introductions, leaving us for 5 mins (too long) to get undressed, while we could hear them chatting outside, sniffing throughout, and the technique was fairly average. Perhaps someone just needs to check the quality/process from time to time.

Bula Jeanette We very much appreciate your feedback regarding your stay with us. We do apologise for the inconvenience caused for the delay in renovations and delay in checkout due to credit issue ;please allow me to express my sincerest apologies. However, we are glad to know that food was lovely and staffs were obliging and friendly. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management
Customer review rating 4.3/5

Anonymous Friends - 19/05/2019 AccorHotels certified review

Staff 10 out of 10 - The company should pay them more! It’s the main reason I would come back. Location 8.5 out of 10 Breakfast 9 out of 10 Hotel bathroom 3 out of 10 - old, very small and odd layout (step out of shower and into toilet) Room 6.5 out of 10 (lack of power outlets) Cleanliness 8 out of 10 (Curtains has unusual marks on them)

Bula Jace We very much appreciate your feedback regarding your stay with us. We do apologise for the inconvenience caused and please note our renovation plans are in progress. However, we are glad to know that staffs and breakfast were great. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Amazing food and hotel staff.

Customer review rating 4.3/5

Phil A. Families - 19/05/2019 AccorHotels certified review

Brilliant. It was just how we remembered. The staff and food is why we come back. Beaches are unfortunately deterating due to storms, climate change etc. Otherwise fantastic. Rooms are a clean.

Bula Philip & Nicole We very much appreciate your feedback regarding your stay with us. We are glad to know that your stay was brilliant and staffs were great. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Wedding and stay at Sofitel

Customer review rating 4.3/5

Chloe Couples - 19/05/2019 AccorHotels certified review

Check in - disappointing that they initially asked for a $3000 hold on our credit card when we only had 2 nights to pay for our of 6 and had prepaid the entire wedding. Then we managed to argue that and get it down to $1600 which is still excessive. Stay - we had our room upgraded due to the renovations that were not disclosed until 6 months before our wedding. Room was big but three of the lights didn’t work and would flicker which was annoying. Understand they are renovating but I think there is some general maintenance that should still be looked at. Also the toilet smelt quite bad which wasn’t pleasant. Wedding - we had to call a number of times during the day to get things done, and things ordered ahead of time delivered to the room. Also guests weren’t given menus at the reception which annoyed me as they were meant to have them on the table. Was completely forgotten. Everything else was fine it was a great day I think they probably need more people on their wedding team as it’s a lot for one person to take care of per couple.

It was ok

Customer review rating 4.3/5

Rose Families - 19/05/2019 AccorHotels certified review

It was ok but the noise of the generator was bit sharp for my lil one

Bula Arvind We very much appreciate your feedback regarding your stay with us. We do apologise for the inconvenience caused, however glad to know that your stay was good. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Sherryl & John M.

Customer review rating 4.3/5

Sherryl M. Friends - 18/05/2019 AccorHotels certified review

We just loved our stay. Staff were amazing & service great. We will be back.

Bula Sherryl We very much appreciate your feedback regarding your stay with us. We are glad to know that you loved your stay and staffs were amazing. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

OUR WONDERLAND

Customer review rating 4.3/5

Mr C. T. Families - 18/05/2019 AccorHotels certified review

This was our third visit to this wonderful Hotel, our first as a family & again it didn't disappoint. We just love coming back here because of it's laid back feel, excellent facilities, terrific food & above all it's outstanding staff. Anyone who has travelled to Fiji knows how lovely the Fijian people are but I think they have got them all bottled up at the Sofitel. The Hotel is undergoing some major renovations but this did not impact on our stay at all, on the contrary I believe the changes that are being made will benefit all guests in the future. I believe dividing the Resort into 2 separate areas, one for adults & the other for families will benefit everyone. To all the staff, a big thankyou from our family to yours. I don't like singling out individuals but it was lovely to catch up with familiar faces Florence in the Lagoon & the cheeky Temo poolside. Again just a excellent Hotel to stay, we will return. Thankyou Sofitel.

Bula Christopher We very much appreciate your feedback regarding your stay with us. We are glad to know that your stay was excellent and the staffs, facilities were outstanding. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Friendly and great service.

Customer review rating 4.3/5

Brian C. Couples - 18/05/2019 AccorHotels certified review

It was fabulous all the staff made us feel at home.

Bula Brian We very much appreciate your rating regarding your stay with us. We are glad to know that you had a fabulous stay and staffs were great. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Disappointed we were not told about all the renovations.

Customer review rating 4.3/5

Anonymous Couples - 18/05/2019 AccorHotels certified review

Booked at the venue the wedding was suppose to be at and paid top dollar for the room, to than arrive to find majority of the resort was under renovation and the wedding was at another resort. The service for drinks around the pool were very slow.

Bula Graham Thank you for taking the time to tell us about your experience at the Sofitel Fiji Resort & Spa. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.We are sorry that you were not advised of the renovation works when booking. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Sofitel management

Friendliest Staff Ever

Customer review rating 4.3/5

Lorraine Couples - 17/05/2019 AccorHotels certified review

Had a lovely stay at Sofitel. Unfortunately there were building works happening but the staff had done everything possible to limit the noise so really no great issue. The friendliest and most helpful staff that I have ever met. Food was fabulous. Would definitely stay again.

Bula Lorraine We very much appreciate your feedback regarding your stay with us. We do apologise for the inconvenience caused. However, we are glad to know that you had a lovely stay and staffs were friendly. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Lovely Staff however Service was Average

Customer review rating 4.3/5

Russell M. Friends - 17/05/2019 AccorHotels certified review

After arriving we were made to wait an hour and a half to have our bags brought to our room whilst our family and friends were waiting for us, something we would not describe as good first impressions. On two breakfast sittings tea was ordered but didn’t arrive before we finished so we left without it. The poolside service was very slow and when sitting with friends keeping the bills seperate seemed to create too much confusion for the waiters. We wouldn’t mind so much if the pricing wasn’t at the higher end of the scale. We took the time to venture down to the other resorts and found the pricing to be much more reasonable and the service was much better. The construction noise woke us up each day with no chance of sleeping in a little. The facilities are dated and not up to holding a 4 star rating which sadly is hard to see when booking a holiday from overseas. Unfortunately this experience was not great and next time we will most likely book elsewhere. The most pleasant experience was from the extremely friendly staff including George who personally looked after us at our friends wedding. Thank you George, your professionalism was outstanding.

Lovely wedding destination. Good breakfast. Overpriced.

Customer review rating 4.3/5

Andie Couples - 17/05/2019 AccorHotels certified review

Bathroom was terrible. The bathtub shower was old and not clean. It was messy as water gets everywhere after showering. Pillows were also very flat and useless. Local fijian staffs were good, the chinese female staff was condescending and rude. Room, mattress and breakfast were lovely. Enjoyed Sofitel, but not Sofitel Denarau.

Bula Antene We very much appreciate your feedback regarding your stay with us. We do apologise for the inconvenience caused during your stay, and please note that our renovation plans are in progress. However, we are glad to know that the Fijian staffs and breakfast was good. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management

Best Hotel in Fiji

TripAdvisor rating 4.0/5

philjulian Couples - 17/05/2019 TripAdvisor review

Best hotel we have stayed at in Fiji. Staff are extra friendly and so helpful, they go out of their way to ensure the best stay you can have. Even though the Hotel is under going a major upgrade the wonderful staff ensured we weren't inconvenienced at all and had the greatest stay. Great meals great service wonderful holiday

Bonjour Bula philjulian Thank you very much for your feedback regarding your stay with us. It is always a pleasure to welcome you back to our Sofitel family and it satisfies us to know that we were able to meet your expectation as always making your holiday a wonderful one with great meals and great service. See you back soon Vinaka Sofitel Management

Deceived

Customer review rating 4.3/5

Chris Solo - 16/05/2019 AccorHotels certified review

The experience at the hotel was completely ruined by the extensive renovations occurring at the hotel. Having booked into the beach club adults only section of the resort, and literally checking in online to the Beach Club the day before check in I was extremely dissatisfied with the complete absence of notice and information that the hotel was still undergoing major renovation which was reported as being completed in April. There was constant machine noise, hammering, the resort was surrounded by cyclone fencing, there were road diggers breaking up the driveway outside the room at 7am it was disgraceful. Music seemed to be played extra loud around the pool to try and hide the persistent and incredibly loud hammering and sawing going on from the only place to congregate, that was the main pool. What is most disappointing is the complete failure to communicate the true state of the hotel and how the stay would be impacted. Upon arrival there was a complete lack of recognition and any attempt to address the issue. It was if we don't say anything and don't acknowledge it, it will just go away. That was incredible dismissive and unacceptable. My circumstances were experienced by many in my family who unfortunately were attending a wedding at the hotel and felt compelled to stay. I will leave the wedding party and parents to provide their feedback. The father of the groom felt compelled to seek some type of compensation for guests and negotiated a token gesture of a $200 bar credit and massage. Even this was difficult to confirm and secure and had to be negotiated with reception staff at time of check out, again reflecting a complete lack of consideration and active management of the issue by Hotel management. Overall the hotel experience was incredibly uncomfortable, unappealing, disappointing and depressing. The complete failure of the hotel to manage the issue with guests was unacceptable and made the experience significantly worse. In short I was completely deceived by your hotel, to the extent I believe your conduct was fraudulent in nature. The complete failure to advise me of the extent of renovations and obvious impact on my stay did not allow me or the wedding party and other guests attending to organise alternate arrangements. We were stuck in your hotel hell directly as a result of the obviously purposeful approach you took to not informing any guests of the issues and then blatantly seeking to ignore the issue. You exploited the wedding party at a time in their life which is most important, all guests and me, it was shameful and as noted I believe fraudulent.

Great Sofitel

Customer review rating 4.3/5

Bev Friends - 16/05/2019 AccorHotels certified review

Amazing just a shame waitui was not open but we got compensated well.

Bula Bev We very much appreciate your rating regarding your stay with us. We do apologise for the delay in renovation, however we are glad to know that your stay was great. Thank you again for sharing your experience, it will be our pleasure to welcome you back in the near future. Have a great week. Sincerely, Sofitel Management
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