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Wuji Zhan
Kota Kinabalu, Malaysia

Murphy's Law!

2.0 of 5 bubblesReviewed 6 Aug 2023
Second, to compound that disastrous first night the air-conditioning in the room [which we were told was among the best in the hotel by the reception!] was blowing COLD AIR the whole night! This was in the middle of winter. I was really surprised that neither of us did not end up frozen solid from this ABSOLUTE FAILURE to ensure that the room is habitable! We could only get the engineer in the NEXT DAY again to rectify the problem, one which should NOT have surfaced in the first case if management had maintained REGULAR CHECKS on the habitability of each room! Hey, we are talking about a 5 star hotel here!
You can bet your bottom dollar that after this review someone in management will reply with mollifying comments that they will do better the next time you turn up!
Date of stay: June 2023
Trip type: Travelled with friends
2.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
2.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sofitel Gold Coast Broadbeach, Guest Services / Front Office at Sofitel Gold Coast Broadbeach, responded to this review
Responded 18 Aug 2023
Bonjour Wujizhan,

Thank you for taking the time to tell us about your experience at the Sofitel Gold Coast Broadbeach. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Sofitel Hotels & Resorts, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

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,

Joel Tambis
Front Office Manager
Sofitel Gold Coast Broadbeach

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (3,359)
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Reviewed 6 August 2023 via mobile

Just stayed 4 nights. Greeted at the front. Bags they stored then took to our room. We were early. Straight next door is the Oasis shopping area and restaurants. Went for a walk around. Surf club very close by. Joined for $5. Great club as well. The lady at reception was great. Lifts no problems. Room no issues. View towards beach excellent. Small table and two chairs there on the balcony. Shower and bath great. There are no USBs in the room. Luck, we bring our adapter. Bed slightly hard for us. Requested a mattress topper. Was there and done within 2 hours. Small fridge in room. Seemed to leak some water from the small freezer part. But it didn't bother us much. Breakfast. 10 out of 10. Cannot fault this at all. On level 3. Well done to all there. Pool and spa area very nice. Especially at night, lit up in blue. The location is perfect for this area. We will be back again one day. The new tram is close by and bus is straight out front.

Date of stay: August 2023
Trip type: Travelled as a couple
Thank holden1956
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sofitel Gold Coast Broadbeach, Guest Services / Front Office at Sofitel Gold Coast Broadbeach, responded to this reviewResponded 19 August 2023

Bonjour,

We very much appreciate your comments regarding your stay at the Sofitel Gold Coast Broadbeach.

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.

Merci,
Guest Relation Team/ Sofitel Gold Coast Broadbeach

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 July 2023 via mobile

So, we arrived for the first day, no one greeted us.
I had to get the luggage trolley myself, load up the bags then the porter decided to come & greet us and said”can I help with the luggage!”
The receptionist was quite stiff, not friendly!
Well, the room!
The views were amazing.
How ever the house cleaning department needs a complete overhaul of their training procedures. No consistency with the room standards. After the third day I had to call house keeping to ask for the basic of basics not replenished tea, milk, water, hit & miss with the linen, toilet paper, tissues, the bed head & lamps are full of dust, vacuumed only because I made a complaint!
The toilet has not been cleaned hygienically one knows if it’s cleaned with disinfectant or not!
I can go on but I think you all get the drift.
It’s these things which make up the big picture!
The buffet breakfast was plentiful for what we needed & were looking for.
Tracey K & Tracey the manager were very kind & couldn’t do enough for us lovely, lovely women!
Tracy K is an asset to your business we wish her well & hope she is recognized for her attentiveness & her happy persona. We wish her all the best!
Oh, the carpet in the public area of our floor was not kept vacuumed, used toilet paper was on the floor where the lifts are for 5/6 days it was a standing joke amongst guests(disgusting)
Definitely not 5 star!

Mr & Mrs Darmanin

Room tip: Find a training manager to train your staff so everyone conforms to a 5 star standard!
Date of stay: July 2023
Trip type: Travelled as a couple
Thank David D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sofitel Gold Coast Broadbeach, Guest Services / Front Office at Sofitel Gold Coast Broadbeach, responded to this reviewResponded 19 August 2023

Bonjour David,

Thank you for taking the time to tell us about your experience at the Sofitel Gold Coast Broadbeach. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Sofitel Hotels & Resorts, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

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,

Joel Tambis
Front Office Manager
Sofitel Gold Coast Broadbeach

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 July 2023

Most disappointing "5 star hotel" yet. I've been to numerous Sofitel across Asia Pacific and this is the worst. Makes me rethink about the hotel chain in general. It is honestly 3 star at best.

Hotel location is the only thing saving them. Otherwise, the rooms are very outdated and untidy. My partner and I got straight laces of bed bug bites within our 3rd night (out of 5).

Amenities are super limited, parking lot super tight and the buffet breakfast is definitely not worth the $49 (bacon is literally a jerky due to toughness).

Date of stay: July 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Janelle H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sofitel Gold Coast Broadbeach, Guest Services / Front Office at Sofitel Gold Coast Broadbeach, responded to this reviewResponded 19 August 2023

Bonjour Janelleh,

Thank you for taking the time to tell us about your experience at the Sofitel Gold Coast Broadbeach. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Sofitel Hotels & Resorts, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

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,

Joel Tambis
Front Office Manager
Sofitel Gold Coast Broadbeach

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 July 2023

Very convenient hotel- well maintained and spotlessly clean. Staff were very pleasant and helpful- checkin / checkout process was quick and efficient. Breakfast was superb- comprehensive and varied- something for everyone! Good value for money- thoroughly recommend

Date of stay: July 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Callmehelen
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sofitel Gold Coast Broadbeach, Guest Services / Front Office at Sofitel Gold Coast Broadbeach, responded to this reviewResponded 19 August 2023

Bonjour Helen,

We very much appreciate your comments regarding your stay at the Sofitel Gold Coast Broadbeach.

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.

Merci,
Guest Relation Team/ Sofitel Gold Coast Broadbeach

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 July 2023

Stayed with 2 friends for 5 nights and we can’t rate this hotel any higher. We had two rooms on the 15th floor with a balcony facing the beach. Spotlessly clean, large rooms. Breakfast was fantastic every day and the location is perfect for some other great restaurants as well as shopping.

Date of stay: July 2023
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank DebS530
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sofitel Gold Coast Broadbeach, Guest Services / Front Office at Sofitel Gold Coast Broadbeach, responded to this reviewResponded 19 August 2023

Bonjour Deb,

We very much appreciate your comments regarding your stay at the Sofitel Gold Coast Broadbeach.

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.

Merci,
Guest Relation Team/ Sofitel Gold Coast Broadbeach

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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