Review of Sofitel Dubai Downtown 5*

The hotel is very pretty and the staff polite and welcoming. We were there for a meal, an evening buffet at the restaurant "Les Cuisines". We had an entertainer voucher, which created a lot of problems. First, the reservation on the phone was difficult, the person in charge of reservation speaking in the very strange way (almost like if she were drunk), and she wouldn't let you finish a sentence. Had to go through management to sort it out. Because of this problem, the manager was waiting for us at the restaurant and we were also welcomed by the restaurant supervisor, who's been very nice but gave us wrong information about the packages available. He told us that we could have 2 glasses of wine each. After 1 hour 1/2 we understood by the waiters that we could have had an aperitif at the beginning of the meal (in fact as many as we wanted) and that house wines and beers were also included the same way. Different versions came afterwards from the staff and everybody tried to save the situation. In the end they charge the least expensive package, even if I was willing to pay the alcohol package. There is an incredible lack of organisation in this restaurant resulting in a very bad experience, I must have talked to 5 or 6 different staff members during the meal and therefore being disturbed most of the time. They don't want bad reviews, as some of them told us. I finally decided to write a review because it is unacceptable for a hotel like Sofitel, and there were also a few issues with the quality of food and the cleanliness, that do not correspond to a 5 star rate.