On phone booking our stay with Accor Hotels Reserv...

On phone booking our stay with Accor Hotels Reservations directly, as an Accor member, and expressly requesting to be booked in an Adult only area, then on checking in and asking the reception personal to confirm that we had our room in an Adult only area; it is extremely disappointing to get into our room to find out that families where either side of our room, with kids constantly yelling obsenities and about how big their private parts where.
This lead us not able to enjoy the balconey, with views of the ocean and having to close the balconey sliding door while in our room for 5 days.
What was more disappointing is that we were never informed at time of booking with Accor Reservations or as we asked at reception on arrival at the Sofitel Fiji, that for a small top up payment we could have enjoyed staying in a new exclusive (1 year old) Adult area of the Sofitel Fiji, called the Waitui Beach Club.
We would have happily paid extra for this option.
When we questioned the staff about our "Adult exclusive room" at the later part of our stay, only one staff member (whom didn't seem able to do anything about it) apologised on behalf of the Sofitel Fiji, however, most of the staff during our stay when we questioned the room that we were in, being an "Adult only" area; either lied or just did not care about our issue/query.
The Sofitel Fiji advertises that it's a 5 star hotel property. We travel alot and can confirm that our room was a 3.5 star at the best, albeit we understood by reading some information, that it was due for an upgrade commencing 2018 apparently.
I would say though that my wife and I will be returning to Denarau Island, although, we will be looking at other hotel options and more than likely not renewing my Accor membership, as no one really has shown to give a toss about our concerns and disappointment. (not a Manager in site throughout our stay!).
The only saving grace about our stay at the Sofitel Fiji, is that we were in Denarau for a friends wedding which was at a different Denarau Island resort, which ment we spent alot of time away from the Sofitel Fiji.