Sofitel Sydney Wentworth

Tiny rooms, booked for 3 people and they joined 2 double beds together in room the size of a match box. The entire bathroom including toilet seat was soaking wet after a shower as there is no full shower door. Booked for 3 people and only 2 towels were provided which was a minor issue at first until it took 4 attempts and 1.5hrs to drop off the third towel. My mother was waiting 1.5hrs to have a shower which made us late for paid events. Asked for a discount on car park due to poor experience and service….they said “we’ll give you a drinks voucher at their restaurant.” DO NOT WASTE YOUR MONEY AT THEIR RESTAURANT. Food is really bad. I refused to take the voucher as I will not be coming back to this hotel. Breakfast “looked” good until they took 35mins to deliver an omelette and a massive wait to make a coffee. I left without eating even though i paid for it. My family enjoyed the breakfast though. There was a reason this was the only hotel available this weekend. I paid almost $700 for one night expecting 5 star service. This is a 3 star hotel at best. Very dissatisfied and disappointed.

Absolutely shocking service.

Summary: They refused me entrance into a room which I had already fully paid. I could pay their holding deposit with a digital card which they refused (only wanted a physical card or cash). Poor showing / inability to accommodate.

Long story: I pre-booked and fully paid for the room but when I arrived to check in, they asked for my credit card for an extra deposit. I am not fussed about the extra deposit but when I asked them what it's for, they couldn't tell me anything besides "it's company policy". Unfortunately I didn't have a physical credit card due to other circumstances but could still pay the deposit with my digital card on my phone. They said that they need to cite a physical card or get cash payment. I dont understand how cash payment is different from a digital card payment. They told me to call a friend to borrow cash but I told them that I'm on holiday in another city so that doesn't make sense. I ended up having to cancel the booking then find another hotel last minute without a booking. How is it that I found a 3 star hotel which could accommodate for me but Sofitel couldn't? Never booked with them before, never will in the future.