Booked a Prestige Suite for our weekday 3D2N stayc...

Booked a Prestige Suite for our weekday 3D2N staycation in late September
Waited in the queue for 20 min for our turn to check-in, then another 20min to get our room key, note there was only 1 guest ahead of us in the queue, imagine the waiting time if you are checking in on weekend. The staff at the counter is well mannered but obviously overwhelmed by work, she did explain booking is required for the pool, restaurant. However, she doesn't seem to be aware of the dining credit we bought together with the reservation and need to call back to the office to confirm our purchase and the credit amount.
The hotel ground is well maintained but can't quite say the same for their rooms. Sofitel took over the property 6 years ago and refurbish was done, however the prestige suite we checked in looked super tired. Wallpaper popping and peeling with yellow stains, deep cracks running through the toilet sink and chipped (I'm so worried it will just cracked into half during my stay), shower area floor with yellow stains, just to name a few. The room and toilet are clean (usual hotel standard, butnot dust-free), bed was comfortable but nothing exceptional.
Food at The cliff were nice, loved the freshly made pasta, I'm gladded I had bought the dining credits (sadly it also gave me a lot of trouble later ) as the price tags are not cheap. Staffs were very efficient, promptly taking our orders and sending food to our table, refilling our glasses, just don't expect personal touch or smiles. Pool was usually packed with people even on the weekdays but I truly enjoyed my rare pool time after long lockdown.
On the last day . we used fast check out since the queue was exceptionally long. I don't know what's the hotel SOP on billing, no copy of the bill was sent to my email. What made the matter worse was my credit card was charged the full dining amount without deducting dining credits. Emailed Sofitel to request for a copy of the bill, no reply for 2 days. Called and was told the bill will be sent within the same day, it didn't happen. Called again the next day for the bill, it was sent but the amounts ARE WRONG, it has no record of dining credit at all. Staff called back a few hours later and said refund has been triggered, process should complete in 2 weeks. AGAIN I WAS WRONG to think all are sorted out, up till today which is exactly 1 full monthe since Sofitel claimed refund is done, I have yet to receive the refund! Sent a chaser email to Sofitel, staff call back claimed they have overlook that the hotel's bank required my credit card CVV number to proceed with the refund. RIDICULOUS! How could I disclose my credit card details to a stranger and when I asked what's the hotel merchant bank, the staff replied "I don't know, I'm only a recept staff". Up till this very moment of writing this review, refund is still not yet settle and I'm still waiting for the hotel to response.

The staycation is overall OK but definitely NOT luxury as they claimed or used to be. Personally, I didn't have the experience of "art of luxury French-style hospitality" but for sure Sofitel does not know how to handle problems professionally and let alone service recovery.