Sofitel Dubai Downtown

The hotel itself is good, but the service was absolutely terrible. We were overbooked, I understand, but the poor management and lack of competence seemed to run from top to bottom. Be careful when booking. If the price looks too good, there could be a catch. At arrival, the valet was full, so we were told where to leave our car, but they didn't give us a valet ticket. Reception then took over 30 minutes to check us in, even after we explained my wife was pregnant and we had an infant. Room service was practically no service. They promised an extra bed but delayed bringing it, and even a basic dental kit took an unreasonable amount of time. On our last day, our 4-year-old daughter had a fever after becoming sick the night before. We had already paid for breakfast, so I asked them to bring it to our room. They said they couldn't and that we had to order breakfast again. I've stayed at overbooked hotels and resorts before, but this was beyond me. How they manage in hospitality is hard to understand.

The breakfast buffet became the highlight of our day, with a great range of fresh choices each morning. Shyam at the breakfast lounge took such good care of us and even arranged Masala tea for our family, which made us feel at home. We had a great five-day family vacation at Sofitel with the kids. The downtown and CBD views were clear and beautiful, the facilities were excellent, and the restaurants were high quality. Everything felt comfortable and well maintained. The staff were warm, attentive, and always willing to help. Thanks to Shyam and the Sofitel team. We'd happily stay again.

The hotel is in a good spot within walking distance of Dubai Mall, and the facilities are excellent. The bathroom was well maintained, with more space than you need, and the room was always clean. Housekeeping did a very good job on the first and second days, but after that they seemed lazy about accommodating us. Staff at the 2nd-floor restaurant were quick, polite, and attentive. It was a great experience overall, though I don't think staying at a hotel for a long time is a good idea. A luxury hotel in a good location.

I booked two nights with breakfast included, and had no trouble getting breakfast on Day 1. On Day 2, the same booking and room suddenly showed no breakfast. Guests shouldn't have to argue or feel embarrassed just to get something they've already paid for. It's disappointing that a hotel presenting itself as luxury can't keep track of what's included in a confirmed reservation. If consistency and professionalism are too much to expect, perhaps the room rates should come down too. Very disappointing experience.