Hotel is pretty rundown but service from staff was...

Hotel is pretty rundown but service from staff was worse. Didn't feel welcome at all and every request seemed like a trouble to service staff. There was a child with us, while the package came with meals for 2 adults, the staff did not bother to even provide utensils for the child. When we went to The Cliff for dinner at 6.30pm, we were told bookings were full and that we had to go back at 8.30pm. No one told us we had to make prior reservation when we checked in. There were only afew groups of patrons at the restaurant at that time. Our package came with dinner at The Cliff so we were not about to explore other options. When the staff finally decided to offer us a table, we were told to leave by 7.30pm. However service was slow and main course only served at 7.20pm. Throughout our meal there, the restaurant was never full house. The pizza we ordered came so charred that we could only eat bits of it. The entire experience was totally unexpected of a sofitel hotel. Hygiene was also lacking. Utensils were placed on table not on napkins. We also found a cockroach in the bathroom. It will probably be the last time we will be thereto top it off, we did not get any response from the hotel after providing our frank and genuine feedback.