From the day we made our reservation o March 9, 20...

From the day we made our reservation o March 9, 2017, until we checked out of the hotel on July 10, 2017, we had a continuous series of frustrations.
-- Your hotel admitted to making an error with our reservation, but refused to honor the price confirmed to us by your reservation agent. We wrote to you, Mr. Berri, to your location in France, and to several reservation agents, with no resolution. I would be happy to provide you with all of the emails and dates of phone calls regarding this reservation.
--We were advised it would be easy to get from Terminal 5 to Terminal 2--not true, as it was a $35 car fare.
--Our Car was requested for 4:00 a.m., but when we came to the lobby at 3:50, we were told they made the reservation for 8:00 a.m. Another delay.
--We arrived at 11:00 a.m. on the 10th and our room was not ready. Totally understandable. We provided our passport, address and other information and were told our luggage would be placed in our room while we toured the city. We returned at 5:00 p.m., had to check in with all of our information AGAIN, and our luggage still had not been delivered.
--We were travelling on a ship for the month prior to our stay at Sofitel. Two days before our arrival, we received two email messages from Sofitel saying your computer system had removed our credit card information and you needed it again to confirm our reservation. Our credit card had already been charged for both rooms the month before we left our home.
--Your hotel is lovely and the room upgrade was very nice. However, you may be interested in these observations:
--In the lobby of the hotel, there is no indication of the name Sofitel anywhere, except for a very small
sign on a side wall , acknowledging Aurora.
--Every flower arrangement in the lobby--really, every one--was completely dead
--Two of the upholstered chairs in the lobby were dirty enough that people did not sit on them.
--The lady assisting us at 5:00 p.m., when we had to check in for the second time, was very rude. We were
polite when explaining we had already registered. Her response was, "Now this is not the end of the world." Honestly, we knew that, but it was not a professional response.
--The gentleman at the Customer Relations desk in the morning was very rude. However, in the afternoon there was a delightful young woman at the desk and she was most helpful. She was the solitary light of our experience.

Please understand, we always respond to questionnaires regarding our hotel experiences and usually have many positive responses, but this has been a difficult experience and we simply are hoping you will take note so that others will not have the same responses.

Thank you for your interest.