Check-in is always a nightmare, reception never se...

Check-in is always a nightmare, reception never seem to be prepared for arriving guests. We have been staying at the Sofitel Denarau for many years now, always travelling with the same friends. Our Accor preferences are ground floor and at the time of booking we always request this and request to be either next to or close to our friends. Rarely do they get this right in fact this time, despite booking 6 months prior and sending several emails with the booking references and reiterating our request, one couple was on the ground floor on one side of the resort and the others on the 2nd floor right over the other side. So valuable holiday time was wasted trying to get this sorted with the best option ending up being one night far apart and then both being moved on the 2nd day to what we had requested in the first place. Initially our bookings couldn't even be found, luckily we had a printout of our booking references on hand so the reception could find our booking.
The rooms we were in the first night were also very tired and in serious need of refurbishment. Certainly not the standard we would expect for what we paid. The next few nights we had a fridge that smelt badly of spoilt milk that stunk the room out every time the fridge was opened. This was apparently too difficult to rectify.
On check-out we found one couple had been charged $100 per night for Waitui Club even though at no time were we in Waitui rooms, nor did we use the facilities at Waitui. In fact the Waitui package was in our original check in envelope and as we have been upgraded free on previous stays we assumed this was the case again.
On the bright side, all dining venues are superb offering a fabulous array of food. V restaurant was as always amazing to enjoy a special,celebratory dinner though the service was quite slow this time