"This was a special staycation for my family, as I am Malaysian and this was actually my first stay at an Accor hotel in my home country. I decided to use my suite room upgrade and brought along my wife and son for a 2D1N staycation after arriving from Phnom Penh, where I had stayed at Novotel Phnom Penh BKK1. Unfortunately, my first impression with Sofitel Damansara was already disappointing. Before arrival, I contacted the hotel via the Accor app to check whether my wife could check in earlier, as my flight was landing at KLIA and I would only reach the hotel around 4pm. There was no reply from the hotel. As an Accor Platinum member who stays frequently across the Accor network, I usually receive some form of pre-arrival engagement or response, especially when reaching out directly. I did not receive an email from Sofitel, but even then, my message was not answered, which was not a great start. To be fair, the room itself was fine, and my wife was able to check in earlier. The actual check-in experience was acceptable. However, the main disappointment came from the Executive Lounge experience. The evening cocktail session at Level 22 runs from 5pm to 7pm, and we were informed that children are not allowed in the lounge during that period because alcohol is served. The manager suggested that my wife and I take turns using the lounge, and only after 7pm could we bring our son in. For a family staycation using a suite upgrade, this felt quite inconvenient and not particularly guest-friendly. I have visited many executive lounges in other Accor hotels and rarely encountered this kind of arrangement, so it came as an unpleasant surprise. What made the experience more awkward was that the food was already set out around 4:30pm, but when my wife thought she could take some food before leaving at 5pm with our son, she was stopped by the staff because the session officially started only at 5pm. The staff member was polite, but the overall experience felt rigid and not in the spirit of hospitality one would expect from a five-star hotel lounge. Breakfast was another weak point. The issue was not the food itself, but more the service attitude. Many of the team members appeared tired or unfriendly. My wife ordered an Americano, waited for it, and eventually received the wrong coffee. What was disappointing was that there was no apology, only a visible sense of frustration from the staff member. I understand Sunday breakfast can be busy, but that is also when service standards matter most. Overall, this was not the level of hospitality I expected from Sofitel, especially given my many stays across the Accor portfolio. In fact, the contrast with Novotel Phnom Penh BKK1, which is a four-star hotel, was significant. That stay delivered a much warmer and more polished experience. I do not write this lightly, as I spend over 180 nights a year in hotels and am a very frequent traveler. Based on this stay, I can only rate the experience 3 stars. While the room was comfortable, the hospitality fell short of what I would expect from a five-star property and from the Accor brand. For now, I would be hesitant to recommend Sofitel Damansara to travelers seeking a strong Accor elite experience, as I believe there are better options available."

"Good hospitality from the staff from Club Millesime. Thank you to Vino, Anishma and Desy for ensuring the comfortable stay in the lounge."

"As a Platinum member with ALL Accor Live Limitless, I chose Sofitel Kuala Lumpur Damansara with certain expectations based on my past stays with the brand. Unfortunately, this visit fell short. Prior to arrival, I received a standard welcome email but the actual experience did not reflect the level of recognition typically extended to returning guests. There was no room upgrade, no personalized welcome note and none of the usual amenities such as a fruit basket or chocolates. While upgrades are subject to availability, the overall stay felt impersonal and lacking in attention to detail. In addition, the evening canapés—previously a highlight of the lounge experience—were noticeably scaled back in both variety and presentation compared to my earlier visits. This was disappointing, as it no longer reflects the standard I associate with the Sofitel brand. I have also observed inconsistency in service standards, possibly linked to changes in management. Regardless of the reason, the guest experience should remain consistent, particularly for returning loyal members. I had previously recommended this hotel to visiting guests despite its distance from the city centre and some are planning to stay here in May 2026. However, based on this experience, I am now reconsidering that recommendation. I hope the hotel reviews its service delivery to ensure that loyalty recognition and overall standards are maintained at the level expected of Sofitel"

"Very nice rooms and facilities, but stay away. The service is absolutely horrible in every single respect."

"The hotel service is generally poor! We had a CNY reunion dinner in the Chinese restaurant, Rest. Wan Chun Ting. The service in the restaurant by Ling, Joey, Lea and team were good. However, cant say the same with other sections of the hotel; on arriving the hotel, my sister had used the vallet service. She was with my aged parents and my father was in a wheel chair. Whilst wheeling my father, the wheel chair hit a curb and lost balance. In trying to hold balance, my sister injured her knee. The concierge staff saw what had happened, stood around and watched. Not one person approached to at least offer a hand. Whilst it may not be in their scope of work, it is only human nature to land a hand when another is in need, what more when it is in the name of hospitality. Sofitel??? Secondly, i had another occasion a meeting at the lobby lounge. I was seated at one of the front tables and waited for an important client to arrive. We were proceeding to a signing of a Term Sheet for a business deal. I spotted bread crumbs on the table. So, i waved to the waiter and POLITELY asked if he could please give the table another wipe. He came, stood there and gave me an irritated look, then asked me to show him where the crumbs were. I told him it was “ok” and i took my napkin and cleaned the table myself. This is a 5star hotel??? Training?? I have also stayed in the hotel on the Club Floor and used the Exec Lounge service. Besides being friendly, there is a lot more that should be improved on….. it is nevertheless a Sofitel and please live up to the quality of Sofitel. Please take notes from Sofitel Metropole Hanoi or Sofitel Singapore City Centre."