From the initial booking where we experienced a 't...

From the initial booking where we experienced a 'technical error' in processing our payment, and then paying over the phone and being charged a credit card fee even though paying from my debit card, the subpar experience had begun. For over $460 AUD per night (including breakfast), we really expected a lot more from the accommodation than what was delivered. The room we booked online was described as: LUXURY ROOM, BEACH CLUB ACCESS, 1 KING SIZE BED , OCEANSIDE. It was an Oceanside view, however it was not a luxury room. The bathroom was tiny (shower and toilet only with a small space to stand in front of the toilet to dry yourself). It also has discoloured grout on the floor and what looked like the start of mould on the walls and edge of shower. No bath, which was a huge disappointment as our definition of luxury certainly includes a bath and we saw baths in the photos online. This room definitely needs an upgrade (310).
Housekeeping services are strange. We left the room at 10:30am on our first day and we put the 'please make up our room' sign on the door and we came back at 4pm and the room had not been made up and we had to call and ask for this. Most days the housekeeping was between 3-4:30pm.
We had room service (we don't recommend the food from room service at all, very average - we tried it a few times, different items and each time it was average) and when completed we called to let the room service staff know we had placed our tray outside for collection (as requested) and it was still outside the next day, spread across the walk way at 10:30am when we left the room, which we thought was really poor, since we had rung and advised it had been left out.
The wifi is like dial up, unbelievably slow, very frustrating.
Staff push trolleys along the balcony (right outside the door) from early times (8am onwards), which was quite noisy and prevented sleeping in, even with ear plugs. We believe the hotel should be 3 stars, maximum, given the quality of accommodation/services.
Credit card surcharge ~3% charged on everything. We booked an island cruise at the hotel - they added 3% surcharge amount plus cruise to our bill and then were going to charge another 3% on top for the total bill.

The parts which were good: The Adults only pool area was great, we really enjoyed this area of the hotel and would rate it higher at 4.5 stars. Staff there were super friendly and helpful and this was absolutely the best part of our stay. Breakfast at the pool area was quite good and much better quality than at the buffet.
All staff say 'Bulla' every time you pass them and are friendly.
However, based on the other issues above, overall we were very disappointed and it was an expensive price for an average room. We wouldn't stay at the Sofitel Fiji again.