The architecture, design, interiors and guest accommodations are simply stunning. The location offers tranquility and nature in a beautiful lake side location. Every staff member was friendly, cheerful and went out of their way to give great customer service. Unfortunately, in our consideration, the hotel fell woefully short on its food offering, this based on the price you pay and the segment the hotel is aiming for. Food and beverage prices are, reasonable, but the choice is limited, and the quality good at best, going to poor. Breakfast was the worst. A lack of variety of fresh fruit, (and when you see amazing fruits in the market), juices from a carton, the same small sweet bites every day, and the same cake brought out two days running, that was too dry to eat. The second day we asked to speak to the F and B manager as breakfast was so poor. Nobody was available, so the 'in charge' senior staff member tried his very best to apologize and resolve the situation, which he could not, as he simply didn't have the means. We remarked about the cake, and we saw somebody test it for freshness. It was removed, and a red velvet cake from the buffet of the night before was produced. Even drier! On the third morning, a new cake appeared, the rest the same, and some different fruit. Would this have happened if we, and another two tables not have complained? One night there was an 'international buffet'. Clearly, it was heavily Italian biased, as there was a large group of Italians in the hotel, probably on a half board rate. It was very average too. Feeling very disappointed, we asked to speak to the GM, but were told there was none available as he shuttles between both the Sofitel and Novotel. Clearly he needs to prioritise the groups 5* property! Despite our attempts to speak to a manager, there was no follow-up of any kind, or recovery attempt. Very unprofessional. Sofitel need to pay attention to the maintenance of the property, as already, two years in, many wooden finishes are in need of treatment, and many areas of soft furnishings in the restaurants and bars are disgustingly stained and dirty. Finally, the two pools are unheated, and if you can find the courage to get it, it really is not pleasant. Why not heat at least one? So inviting, but an endurance, not a pleasure. We paid for our Opera Suite, as a 60th birthday 3 night stay - it wasn't a complimentary upgrade! We don't want to sound picky but however stunning this hotel is visually, and with its people, it has some way to go to hit true 5 star quality. We hope they make it, and ongoing focus is given to maintenance. Please also have a senior management to support their team, and be visible, when problems arise, and to ensure a professional service recovery and follow up.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.