A really wonderful hotel, the best I have been in my 15 days journey, good value, especially the young guy Elvis at the front desk, excite service and even upgraded our room to executive suite. Thanks!
Booked this so called well-known hotel and the experience was Terrible. It was an anniversary gift for my partner who I couldn't be with due to Covid, and was a tragic waste of that one special time of year. I booked a nice luxury room spa package for her a week in advance, and was in touch with their guest relations team Mark Zhao, Maeve Yang, LIU Doris. I clearly explained through detailed emails that this is a gift, I am not going to be present. I paid for the room, the massage, a wine bottle, a bouquet of flowers, and dinner. My gf was supposed to check-in, facetime me, enjoy her massage which I booked and was supposed to surprise her with, then come up and have flowers wine and dinner sent to her (surprise) along with a card I wrote her. All of that was thrown into the bin by Sofitel's carelessness for their guests. Her check-in was chaotic, delayed for 2 HOURS. She sat in the lobby and waited. That was embarrassing for me. I called the hotel to see what the hell was going on and got put on hold for 25 mins after being transferred 2 times (surprisingly these guys don't speak much English). They finally comprehended my question which was "when can she check in, its been two hours?!" and said they'll have her start off the massage first while the room gets ready. So the front desk sends her to the massage reception, who tell her "you can't start the massage until you have your room number". She goes back down and waits a bit more, I call them and tell them about my frustration and finally they get her to her massage. She then gets to her room and I'm hoping they don't mess up any further. Her dinner arrives, then later the wine and bouquet of flowers which were supposed to be a surprise gift from me. The delivery man tells her the bouquet of flowers and wine are sent to her from the Hotel Manager as an apology for the late check-in. There goes my gift...... I then contact these geniuses and tell them how they messed up and after giving excuses their manager Hillary Zhao agrees to not charge for the flowers and wine, and "refund the amount into my Alipay account", While I paid with a credit card.. I contacted her THREE times since I got my credit card bill which seems to include the charges, and haven't received a response. Sofitel should be ashamed of themselves for holding such a low standard in customer service, management and guest relations. Their management is a complete mess. I regret booking this hotel as an anniversary gift, it was a complete waste.…
Husband and I celebrated our wedding anniversary here and it did not disappoint. If you are looking for a romantic stay, I recommend upgrading to the suite rooms and taking advantage of the spa services. The entire staff was accommodating and helpful and Mary was an excellent masseuse.
We are in the middle of an 8 night stay at the hotel. I have been to many executive clubs around the world, and have to say that this is one of my favorites. The staff (Angel, Hannah, Kimmy and chef Eddy) go out of their way to make sure everyone is happy and has an enjoyable stay. The food is amazing in the lounge, with 4 course meals brought to your table, along with the standard club fare (fine cheeses, meats, and lots of different types of alcohol) available for free flow. I would definitely recommend this hotel to anyone while they stay in Guangzhou. Thanks for making our stay great!
Angel, Hannah and Kimmy were great on the 29 floor. The food in the club lounge is very good especially the sweet food. There was a wode variety of drinks as well to go along with your food. The environment was nice as well, comfortable seating and the music wasn't too loud or annoyingly