Sofitel San Francisco Bay

Very disappointing experience for an expensive hotel. While the door staff and valets were awesome (they addressed us by name always), the front desk and restaurant staff seemed to move in slow motion. I waited 20 minutes in the restaurant to be served while several managers huddled in a circle a few feet away without acknowledgement. On our 3^rd night, they decided to do maintenance to the room next store, hammering until 9:40pm when I finally called to complain. Amenities are scarce, service overall poor and rooms subpar. Not worth the $ 499 per night rate.

I arrived at the Sofitel late one evening this week and was informed that the reservation I made four weeks prior would not be honored because they were sold out. When I asked the front desk manager why no one from the hotel called or emailed to inform me, she said that because I booked through a third-​party they didn’t have contact information. I did book through my company’s corporate travel business partner — a division of a major online travel site — but both the agency’s and my contact information was provided to the hotel.
I was not the only person who had this experience. There were at least two other parties who were turned away at the same time.
Sofitel’s remedy? They rebooked me at an aged Hilton near the airport and offered taxi service there (which I didn’t need). Had I known about the overbooking I would have remained at the fantastic Santa Clara Marriott where I’d been for the previous 5 days.
This is not an isolated incident. Other Unilocal reviewers recount similar experiences. In the end, it was for the best. Many recent Unilocal reviews point out stained and dirty sheets, worn out rooms, and poor service at the Sofitel. That’s too bad. I looked forward to revisiting a hotel where I stayed monthly for a week or more at a time while working in the area for more than two years. Service and amenities were exceptional. That seems to no longer be the case.
Lessons learned? 1. Things change… but not always for the better; 2. Stay loyal to Marriott where this never has and never will happen.

Okay I’m here for a relatives wedding and I’m going to give the Unilocal fam the blow by blow.
To begin, we have a special guest rate and we had to make reservations through in-​house reservations. I had to call twice since no one returned my first call (I waited about 3 weeks). The person on the phone was nice, and so far everyone has been nice.
Despite the friendly demeanor, I’ve had several issues right out the gate. Our two rooms were ready early but I had to call twice today before arrival to confirm that someone would clean a second room for timely availability. The rooms were available upon arrival but the rooms are on different sides of the building.
My room is decent, other than the Keurig and spotless mini fridge there’s nothing noteworthy about the room. The real turn off is the hammering and drilling next to my room. I called the operator to report it, I got an apology but no call back to clarify whether or not the sounds were authorized or inappropriate.
The special event food was good, the bar service adequate, but the check out process is excruciatingly slow. The bellhop had to be called twice for baggage pick up and there was only one person at the front desk. Note, no bill/​receipt is provided in the room.
I doubt I’d come back and pay their normal rate.

I was extremely uncomfortable and appalled to find out that the linens hadn’t been changed before my arrival. I didn’t realize it until I got into bed and found blood on the pillowcases! It was after midnight and I didn’t want housekeeping to come in at that time of night-​I was exhausted from traveling. I slept in my robe in another bed in the room and put a towel over another pillow. It was a very unpleasant experience.

Had a few drinks while watching the Warrior game at their bar, good food, friendly staff, bartender Jose was very pleasant & provided great customer service

works out nicely using veranda room for meeting facility. been a couple times for different events. salmon dish just ok, slightly more charred and dry (made en masse). chocolate dessert was nice.

Had never heard of this place before, my boyfriend booked a room before I had to leave for my flight at the SFO airport through Expedia. Boy were we impressed by how nice it was! Bathrooms and amenities were nice, beds were very comfy. Nice outside area by the lagoon and a fitness center. Room service was great not just for the food but the presentation was appealing as well. Definitely would come back.

The hotel is beautiful and the rooms are very comfortable. I stayed 3 nights for a conference. They have a shuttle that picks up at SFO every hour on the hour. Unfortunately, we never saw it, although we called twice and were there when they said their driver was there. So we took a cab. This was an extremely frustrating two hour ordeal. We found out that this happened to another couple of my colleagues, also attending the conference, but the front desk offered to reimburse them for the taxi cab. We didn’t get that offer… Until we complained about it again.
I also learned that the credit card hold they place for «incidentals» is $ 75 PER DAY! For some reason, on the second days they charged me the second $ 75 AND $ 120. They said they would reverse the $ 120 (couldn’t explain why it happened). Then they tell me that they can’t reverse it unless I authorize it with my bank. So I called my bank. They said I have no authority to request the reverse of the hold; that only the merchant can do this. So I have to wait and see if the charge/​hold drops off or goes through as a charge. If it goes through as a charge, then I can put in a claim. That really sucks.
Many of those attending the conference were complaining about similar experiences. Glad I wasn’t the only one.
The shuttle is not predictable, and can only accommodate 9 people at a time… So if you’re there for a conference… Expect to wait a while. The driver on the way back to the hotel was really cool, though; very personable.
The beds are very soft (which I liked) and the rooms are quiet. I never had to wait for the elevators. There are three that go to the rooms and they are extremely efficient — even with our conference of 200 people plus guests, including a prom party and the Stanford rowing teams. The restaurant in the hotel was wonderful, but the bar was quite pricey and had more limited wine choices than the restaurant. Sadly, there really aren’t any other options around if you don’t have a car — nothing within a reasonable walking distance.
All in all, if it wasn’t for the shuttle and the free-​wielding use of my credit card for «incidentals», the hotel is quite nice. Three stars for these major inconveniences and frustrations.

Met a group of friends here for brunch. This was my first time here and I can say. I will be back. Bottomless Mimossas. Service was great and many food selections from sea food prawns and crab, delicious fruit and tasty cookies :)

The hotel is great. Nice little hideaway. That being said it’s definitely away from being in the mix of everything. We are in a corporate jungle. Office buildings and trees.
The bridge is about a 40 dollar cab ride away.
The food is is great, staff is nice and the cheeeesecake earns them two stars on its own. Just staring at all the pastries will make your head spin.
The beds are comfortable. They have nice amenities, better than most hotels.
It’s alongside a lake/​lagoon which is peaceful.
So the one star off is really for location. Ohhhhh and there was a pencil in my room… I’m grown, give me a pen please.
All in all great place to stay.

It’s ok. It’s not five star, it’s not even worth the rate posted on the card on the room door, (395). On the positive, the room was clean, and comfortable. For what we paid, I am satisfied. Though there was no refrigerator or microwave, not even a room safe.
But if they want five stars, they are going to have to look a lot more like the Great Northern Hotel in London.
If you have been in a five star, you know this is not one. Really, it wasn’t bad but I guess it kind of bugs me they claim five stars when I’ve been in four stars the were better, and five stars that outclass my home. (Great Northern)

Parking: $ 20 for self parking or $ 30 for Valet (Yep, I chose valet!) — now… can someone tell me how I walk up with my valet stub, and they bring me someone else’s car? wow… I could’ve driven off with someone’s car and none would’ve been wiser. I said it wasn’t my car, and valet asks me «it isn’t?»… OMG. What if they had given my car to someone else! Valet isn’t ²⁴⁄₇. so if you’re coming back at 11PM, valet isn’t even there to take your car back in. I walked in and asked and the front desk was the one who parked my car. The few times I went in and out with my car, valet was always MIA morning, noon or night. It was awfully inconvenient.
Refreshment: There’s Kuerig and water available in the room. Whooo! That was nice of them.
My Night in a Hotel: if you get a room right next to the elevator, walk right back down and ask for another room! I was too cold and tired to do so, so I was stuck hearing the elevator go up and down from my fifth floor room. Did I get a good night’s rest? No, not until I raised the volume up on my TV.
Room 527: It was a clean room, lovely and spacious. Little couch that had a window view to look over the lagoon as well as the pool in the back. The bathroom wasn’t too shabby– I loved the hand bar soap they were using. The orange bag smelled great and once you finish washing off your hands still felt silky smooth!
WiFi: in room for a fee– nope, I just used my data!
I knew I left my charger there later that afternoon when I checked out because I rolled up my charger and placed it on the table next to the bed. I called and whoever answered the phone claimed there was a connection problem with my phone… funny as I was using a landline! She couldn’t repeat my email address to confirm finding my charger (they had my portable wall charer/​car charger with android and iphone USB with it) I repeated 4 times and I assumed she got it right… however, someone at the hotel has my favorite charger and USBS… you pricks.
** I don’t know how hospitality is here for everyone else who stayed, it must’ve been only wedding guests that were treated wonderfully.

Sofitel is a French inspired hotel located in the Peninsula. Most guests are those traveling on business, from one of the many neighboring tech companies. The lobby, bar, and lounge areas are fairly modern while guest rooms are a little bit more traditional.
A nice hotel for short trips or business travel.
Pros:
Customer service is exceptional
Gated parking garage
Trendy bar and lounge
Fitness center and outdoor lagoon
Centrally located between SF and San Jose
Near SFO
Cons:
Nightly rates are on the higher end
Limited dining options within the hotel
Guest bathrooms are dated
Some guest rooms appear to be a work in progress
Personally, I love staying at this hotel. It’s safe, quiet, and away from all the action. It’s basically located in a business district, a few blocks from the noise of the freeway. They’re the type of hotel that will open doors for you and deliver towels or utensils to your door in under 5 minutes. Bay 223 is the restaurant within the hotel and overlooks the lagoon. They offer breakfast, lunch, and dinner (and a breakfast buffet for around $ 20). They also have a cute coffee/​gift shop that serves assorted pastries and salads. Definitely one of the few upscale hotels in the Peninsula.

Staying here because I’m attending school at nearby NDNU and it’s a once a month weekend deal. The walls are paper thin. There is an extra charge for Internet. Parking is $ 25 for all this you would expect a stellar stay. I would not stay here but I pre payed until April 2016. Here is a picture of the bed with a metal piece hanging off which is a hazard. Notice that the metal piece was hidden. I have found the front staff pretty unhelpful. Very unhappy with this hotel.

Thank you Sofitel… especially to Mr. Elgun at the front desk, who at 11:57PM last Saturday November 7, 2015, helped me and my wife get settled in, and finally have a good night’s sleep after a long day of business dealings, and a very horrible ordeal I had at 2 previous hotels, namely the Stone Villa Inn who rented away my already booked and paid room to someone else, and Extended Stay (a few feet away from Sofitel) for the very awful, filthy, smelly room and the even more awful customer service.
Now that the ultra long run-​on sentence is over, here’s what I think of the place.
1. Convenient location south of the international airport, and close to the freeway.
2. Great staff! Very accommodating, friendly, and well-​trained crew.
3. Clean, modern room with great water pressure, a desk overlooking a beautiful view (lagoon and pool), Keurig to help you wake up, and a VERY COMFORTABLE BED!!!
4. Nice atmosphere, vibrant yet classy. I like the little details such as walking into your room and seeing 2 LED reading lamps pointed towards the bed making the shape of a heart on the bed.
PLUS: After a 2-​hour ordeal with my previous 2 hotels the same night, and a cumulative 50 minutes on the phone with Expedia trying to straighten things out with the 2 other hotels, (read my previous review I posted about the Extended Stay) Elgun at the front desk, who I made known of the situation, made sure that I ended up nowhere else but at the Sofitel. He ensured this was my last stop and that I no longer had to go back out on my hotel hunting trip. Not only did he upgrade my room from a double bed to a King with a better view, but also gave me courtesy parking, which is normally $ 25. This is very much appreciated!
I now officially declare myself a regular Sofitel San Francisco Bay patron thanks to this wonderful experience.

Made reservation online for my sister who is in a wheelchair. She’s travelling with two attendants. Was able to book a 2 double bed room online. Contacted the hotel to switch it to a handicap room and this was their reply:
We can change your reservation to a handicap room but there will be only one king size bed in this room. Our hotel does not provide handicap rooms with 2 separate beds.
Therefore in order to accommodate 3 people in this room, we can add a rollaway bed in this room at the price of $ 20.00.

Let me know if you would like to move forward with the change.

Have a great day!


Best regards,

Jennifer
Why are they charging a disabled person extra?

Tiny room but nice finishes. Huge, fluffy towels. Robes so warm my brother was using them like a Snuggie. LOL. Love the bathroom mirror with built in lights all along the perimeter. Didn’t stab myself in the eye putting on makeup. Shampoo and other bath accessories were of good quality and smelled nice. Ended up not using my travel sized stuff.
Really appreciated all the power outlets. With all the cell phones, tablets, laptops, hair dryer, etc. it was nice not having to fight for a plug to recharge. Also appreciated the free WiFi. TV was decent and had a good selection of free channels.
Didn’t care for the current trend of hotels not to automatically provide a fridge or microwave in the rooms. Had leftovers from dinner but had to throw them away since there was no fridge for storage. Also would have liked to buy a quart of milk for the kids.
Love the comfy bed and down comforter. But another trend I don’t care for is the no sheets policy. While the comforter was soft and cozy, I sleep hot and usually end up with only sheets by the morning. Kept on kicking off and pulling the comforter back over me throughout the night. Could never reach proper temperature equilibrium.
Located in a business park just down the street from Oracle (check out the catamaran that won the America’s Cup) and 20 minutes from SFO. Waterfront property, very pretty but can’t really walk, have to drive to get to amenities. Can you believe $ 4 for an 8 oz. bottled water?!
I will say the casual café had expensive but yummy sandwiches and pastries. If I remember correctly, the ham and cheese on a croissant was $ 8 but it was divine. Almost as good as I’ve eaten in a Parisian café. Croissant was soft and tender. Ham was not too salty. Even cold, it was delicious. Issue was not the quality but the quantity. Sammy was made on a mini croissant. The toddler in our party inhaled it in about 7 – 8 bites and looked for more.
In contrast, the more formal, white tablecloth sit-​down restaurant was equally pricey but the lunch was nowhere near as satisfying. I had blackened salmon over some sort of healthy grain, either faro or quinoa. Whatever it was, it was too healthy for me. I tried crunching my way through it. Wish I asked if they had pilaf instead.
Really nice hotel. My rating, 3.5 stars. Deducted points for the location and the few minor quibbles mentioned above.

Stayed at this hotel over the Fourth of July weekend. First, this is not a four star hotel. The carpet and all the furniture needs updating. Carpet has stains, dresser has scratches and scraps, and bed has indentation from repeated use. Like other reviews before me, the walls in this hotel are thin. You can hear other people’s doors closing. Called housekeeping to send additional sheets after finding stains on the sheets in the bed. Took housekeeping 90 mins and 2 additional calls to the front desk to get the sheets after which 2 different employees each gave me an extra sheet.
On the positive side, the front desk employees are friendly and the lobby is modern. The view is nice which overlooks the water. All things considering, I would rather stay at a nicer hotel.

Availed their Magnifique Romance Package with Breakfast for $ 178. Including tax and parking, the bill was over $ 200 cause parking alone was $ 25. The package included breakfast, champagne and late check out that we did not get cause they said their hotel was fully booked. We were so upset cause we checked in at 9pm at night. We booked the said package for the mere fact of the late check-​out. Breakfast was okay. Our server made our meal better!
Pros:
— Chocolate covered strawberries in the room
— The room was spacious and the view of the lagoon was amazing
— Bathrooms had Lanvin products
— Personalized welcome note was a nice touch
— The beds were amazing!
— The bar downstairs close late
Cons:
— You can hear doors closing! We also went to see if someone was on our door cause we heard knocking but it was for the room a couple doors down from us. You can also hear people walking in the hallway.
— The layout of the fridge is weird
— Again, the late check out that we did not get. Why offer it in a package if you can’t deliver?!
— I wish there was more products in the bathroom
— Self parking was $ 25
I would have given this hotel 4 or 5 stars but the fact that we woke up early hearing doors being shut repetatively was a big turn off.

Great spot for a small to medium conference. Food was excellent and bountiful. Really classy bar and sundries/​pastry shop. The doorman and bellhops make you feel important. Quick breezy checkin and checkout.
The king room I had was nice, standard for the price. Similar to your Vegas offerings. Free guest wifi and a Keurig with bottled water. I could have used an extra hanger or two, though.
Conference facility was flexible, elegant and actually a normal temperature the whole time. Lovely pool deck and gorgeous grounds.
I could hear my neighbor cough though, which robbed me of the blissful illusion that I was alone. Also one of the elevators would not go to my floor the first night, but it was quickly fixed.