Guest User
June 1, 2024
While the hotel offers stunning views, it's disappointing that there was a noticeable deficiency in customer service. Though not all the staff were problematic, it was particularly disheartening that the individuals responsible for coordinating a private elopement dinner did a subpar job. My experience with the coordinating team at the Sophia Hotel was less than satisfactory. Despite numerous attempts to communicate my desires for an elopement arrangement, I struggled to convey my vision to Yiotta. Despite providing detailed messages and reference images, it seemed difficult to get on the same page. Ultimately, this communication gap led us to seek the services of a private coordinator. Although we proceeded with dinner arrangements for our special day, our experience left much to be desired. The cuisine was overcooked, the service slow, and the cake failed to meet expectations. Despite specific requests, it bore little resemblance to the provided image, and the inscription was poorly executed. To compensate for the imperfections, the coordinator had to hastily add a flower for our pictures. Even the serving staff seemed inexperienced, as they used a fish knife to cut the cake. Considering the price we paid, I expected a higher level of customer service and attention to detail. When I addressed these concerns with Yiotta, her explanation that she only had four hours to provide the cake seemed insufficient, especially given our prior weeks of communication. This lack of transparency left me deeply disappointed, especially considering I had inquired about the feasibility well in advance. Since we had an early morning check-out scheduled, we took the opportunity to settle any outstanding balance the day before. However, it seems there's a disconnect in communication among the staff. The gentleman who handled our check-out in the early morning insisted that we owed additional fees, despite us having already paid them the previous day. This indicates a lack of coordination among the staff and suggests that they might be new and inadequately trained. Despite bringing up my concerns in person, Yiotta's response was dismissive, indicating she didn't want to take any accountability and seemed annoyed. To avoid dampening the mood for the rest of my trip, I decided to email them my concerns later. Unfortunately, I received no response. In conclusion, my experience at the Sophia Hotel fell short of expectations.