Very very poor room layout. The balcony was overlooked by many houses and steps on the promenade outside. Standing out on the balcony made you a public viewpoint - most passers-by would stare at you as they walked past. In the early morning noisy groups of people would wake you up and you would lie, wondering if they would attempt to climb onto the balcony.

We were so utterly disappointed with this hotel experience that we will not come back. At checkout we expressed our anger and our breakfasts were given free, however this was all too late. If a customer arrives early and their room is not ready then make all efforts to either give them another room or get their room prepared immediately. There was not even the offer of a complimentary drink at the bar until I "suggested" it. Complete lack of customer care when it mattered most.

*** (23/08/2017 13:23)
Upon arrival, the staff, very uninviting and we had to work hard to get some sort of customer satisfaction our room was not ready and we had to wait over two hours. Eventually, we were offered a glass of wine on the house for the inconvenience. Our room was tired looking musty smelling and did not reflect the 5-star price. The hall ways looked like something out of the stone age. Carpets dirty and basically the whole hotel could do with refurbishment. Silly blue uniforms did not go with the ambiance of Biarritz. Overall very dissatisfied with our room. The best part was the spa. If it wasn't for that we would have checked out and gone some else. The staff looked miserable and worn out. We will not stay there ever again.

Upon requesting a late checkout, there was absolutely no flexibility at all. Just get out of your room at 12pm. There was no offer of even 30 minutes.

*** (28/01/2017 23:38)
It's luxury and comfort. The staff are very friendly and helpful and the facilities faultless. Plenty of information about the spa, but anything we wanted to know, the staff are happy to help with. I could get used to staying here!

*** (09/04/2017 02:48)
Beautiful location and view

*** (24/08/2017 18:17)
Most staff were unwilling to help with issues, offering no flexibility for checkin or checkout. We arrived to checkin at 12:30 and were told that housekeeping knew we were waiting. 2 hours later the room was still not ready - which would indicate that housekeeping didn't care that we were waiting.

The TV had 3 English language channels. All news. No entertainment without spending another 20 Euros per day to watch films that we had already watched. When questioned, reception said that all channels could be selected with English subtitles - which 2 "experts" could not do when called to the room. As a side note, to get anybody to come to the room took more than one call and almost one hour. This is totally unacceptable for a hotel of this supposed standard.

*** (09/10/2017 17:12)
I stayed at the hotel with my mother and baby to celebrate my mother's birthday. From the moment we arrived we were very well looked after by the extremely friendly and kind staff. Our room was lovely and baby friendly and we loved everything the hotel had to offer. We would have liked to stay another night but unfortunately the hotel was fully booked. We had a fantastic time and look forward to returning.

*** (03/06/2017 02:45)
The most important point in the guest experience is the personal of the hotel. All staff was friendly, helpful and it was an expression that i came to my friend's home not hotel!
For me, the person, who minimum twice a month, have business trips and stays in different hotels the hospitality in Sofitel was estimated as high quality. Even the building was not so new one the whole experience was great!
Thank you so much for your kind and friendly touch for the guests!



*** (16/10/2016 05:15)
It's a nice hotel. Good food in the restaurants and friendly service. The building is from the 70s and probably not everyones taste.

*** (27/09/2017 19:05)
Good impression of stay overall, fantastic service and staff, but really old building and in need of renovation.
If I didn't have a special rate, I would be very upset. Still I don't understand why everything Is so old: cracks in walls, missing paint, especially in balconies and in pool area.
Location is excellent but you have to invest in hotel over time. Now it looks like 20 years has passed without any repairs.

There was absolutely nowhere to plug in a phone/tablet/laptop without crawling on your knees looking for a lamp to unplug. Even the most basic hotel provides bedside plugs, but not this one.

*** (03/10/2015 16:14)
Amazing place . Good service. Facilities .
Verry good restaurant and freindly staff.

*** (08/07/2016 05:01)
Amazing hotel with access to grande plage beach and heated saltwater pool. Staff are a class act.