After arriving in terminal 3 from LAX, exhausted a...

After arriving in terminal 3 from LAX, exhausted and with 2 children. We jumped in a taxi and we were unable to get through the car barrier to access the hotel. Eventually the driver took us to terminal 5. The fare was doubled and I was left with 4 pieces of heavy luggage, a vomiting child and her sister. We got to the reception of the hotel and myself very frazzled and exhausted. We checked in with Emaline ( spelling not sure ) I was annoyed and told her about the previous 45 mins and she couldn't have been more helpful and understanding and she got the duty manager and straight away doubled the taxi fare in hotel credit, and upgraded us to an excellent room. The manager of the restaurant also waived the check as the restaurant wasn't informed of the credit I had and had billed us and I didn't complain just thought I would sort it out at check out but he was upset that they were left unaware. So the nightmare in the beginning trying to access the hotel was totally redeemed by the wonderful Sofitel lhr staff that were outstanding with customer service and making you feel welcomed and taken care of. I will most definitely return. Thank you so much.
Julie Khunji