Disappointing Anniversary Stay – Poor Service and Hygiene Issues
We were really looking forward to our anniversary stay at Sofitel Broadbeach, but unfortunately, it was far from what we expected. We booked an ocean view room, but the view we received was not what was shown online. While the manager on number 9, Beck (I believe that was her name), was very helpful and tried to resolve the issue, the room still didn’t match what we had envisioned. At that point, we couldn’t book another hotel because everything was double the price.
To make matters worse, the room and bathroom had insects, which is absolutely unacceptable for a hotel of this supposed caliber. The parking situation was frustrating too, with no priority for guests, as after dinner on a Saturday night we saw the parking was closed off and when we called the concierge they told us to park at another building which is totally unacceptable considering the amount of money we had spent at this hotel
One of the biggest disappointments was the attitude of the concierge staff during check-out they were rude and dismissive, especially considering the mistakes that had been made with our booking. This lack of professionalism added to our frustration.
Even the breakfast was underwhelming, with cold food, and birds were flying and walking around inside the restaurant, which felt unsanitary and disturbing.
Overall, while we appreciated Beck’s effort to help, the overall experience did not meet our expectations. For such a