Stayed for 3 nights during the recent bank holiday...

Stayed for 3 nights during the recent bank holiday with my family. We enjoyed it but we didn't feel like we are staying in Sofitel, a luxurious resort (or so as the brand represents)

The good part:
- as accor platinum member, they gave me a bottle of wine, a plate of fruit and a box chocolate as part of the welcome gift. All very nice. Thank you
- they also offered me a welcome drink (voucher).
- the shuttle service to vivo city and rws

Now, the not so good experience:
- room service was really slow. It took an hour (or more) to get a bucket of ice. Shorter waiting time when we asked for additional shower gel and shampoo and bottled water, but still at least it took 30+ minutes on one of the afternoon. Perhaps you can look to better automate this, or put a self-serve facility?
- during the checked-in process. We arrived between 1-2 pm as we asked for earlier check-in (again as part of platinum). The staff made us felt unwelcome, as he/she appeared uninterested, cold and tired. Having done an online check-in the day before, they still took a good 15-20 minutes to process my check-in. Can't collect my room key yet as the staff claimed hotel was really full. Also can't get an upgrade for the same reason. No welcome drink, no cold towel offered too. Perhaps not in this sofitel. The staff told me that they will call me once room is ready.
- the room (standard luxury) was nice with a good space and also a bath tub; the tv remote however was not easy to use.
- the internet speed was good, but seems a little outdated as need to login on daily basis (seems some other accor hotels already fixed this).
- the swimming pool was nice and my family really enjoyed it. However there're many sharp edges in the pool stairs (and can be quite painful if you accidentally knock/scratch your feet).the pool floor on the deep side was also not so well maintained.