"This is not a hotel I would recommend. Although I appreciated being allowed to check in early after arriving from a 15-hour flight, the experience quickly became disappointing.
Check-in took over an hour. I was directed by staff to use the ATM in the lobby, but the machine repeatedly timed out while still placing approximately $350 USD in pending charges on my account. It was later confirmed by management that the ATM was not working.
Once I entered the room, the bed linen was dirty. I immediately contacted the front desk and was told someone would address it, but hours passed without resolution. No alternate room was offered. Later that night, my daughter found winged bugs near the vanity, and after inspecting the bed myself, I noticed insects crawling on the sheets. I checked out immediately without showering or staying the night.
Management initially stated I would receive a refund, but days later the hotel continues giving both myself and Expedia difficulty despite the room conditions and the fact that I never stayed overnight. Expedia confirmed the refund must come directly from Sofitel.
I ultimately relocated to the Sheraton, which was a far better experience overall. Unfortunately, this stay lacked cleanliness, urgency, accountability, and professionalism."
