GMTito, General Manager at Sofitel New York, responded to this review
July 12, 2012
Thank you for spending the time telling us about your experience at Sofitel New York, we really sorry that we were not able to meet your expectations about our hotel and its services.
To reach a great guest experience is a must for us and at every Sofitel around the world, and we work very hard for it, we believe that having the chance to know what you have experienced is the best tool we can have to improve and like this reach our promises.
We regret that we could not provide the seamless service that you deserve and all the confusing situations you experienced, our hotel was fully booked at the time and there were no available rooms that we could offer you. All of our guests’ requests are important to us, but we are limited by the number of rooms with the specifications that are requested.
We apologize as well for some inattentive service at the reception, while that individual does not reflect our philosophy or the way we train our staff, we are very concerned that you did not receive the exemplary service you deserve. I have requested that our head of human resources institute a review of our training procedures.
We hope that you will consider staying at Sofitel New York, again so that we may show you the gracious hospitality and superb service for which we are known around the world.