索菲特奧克蘭高橋港飯店(Sofitel Auckland Viaduct Harbour)

Unhelpful and rude staff especially the housekeeping staff. Room wasn’t cleaned most days till 4pm and then it was an effort when we asked for clean towels. For a 5 star hotel it was more like 1.5 stars for customer service. On the plus side, it’s in a nice location with a short walk into the main centre of town.

Overall the Sofitel is a beautiful hotel, unfortunately the view was of a bus station, and we had to debate with a staff to get a seat in the dining room, other than the one where the buffet was even though there were clearly other tables available! And you must ask fur an extra hot coffee otherwise it comes out cold!

The room was so cold and no operable heat. They claimed they had to order a new coil for the heater and that it wouldn’t arrive until after I left. They had to bring me another think blanket and a portable heater that kept me up due to the noise it generated. They said they would have comped me 50% of the room but could not because I booked through here. So I was not compensated. Horrible experience for a luxury line for the price I paid.

The hotel has a great location The staff is really lovely They just need to improve on their delivery Service could be faster And rather questionable at times Overall great

The hotel itself was nice and clean. They try to be chic and accommodating, but the staff wasn't very helpful and tried to give us the run around when we expressed our disappointment in the room we were given. Just a heads up that your city view is of a bus parking lot. You need to upgrade if you want a harbor or atrium view. They told us they tried to get ahold of us to change our room to an atrium view, but never left a note in our room or a message on our room phone. Then when they did see us said it was no longer available. For a higher end hotel I found this unacceptable. They gave us a late check out and a couple drinks at the bar to ease our frustrations. Disappointing stay given the customer service.

Booked & fully pre-paid a "luxury room" but was given the most basic room type (2 levels down). And that particularly room was facing a busy construction site, reeked of mold and we both woke up the next morning with bed bug bites on our legs. Disgusting. Equally disappointing: how the property dealt with the situation. At check-in I was simply told that I had booked a "superior room". After double checking my booking, I complained resulting in the check-in person pretending to not understand me. After escalating to the hotel manager the first sentence out of his mouth was "Oh, I knew about the fact that we don't have your originally booked room available - there is an issue with that room". Pointing out that I wasn't told about the situation at check-in, the person that checked us in outright lied, insisting that she had informed us (she didn't) and that she even gave us club access for free drinks (the latter is true, but was given without any explanation - nor does it seem like an appropriate compensation). Second sentence from the hotel manager: "Since you booked and pre-paid via *******, there is nothing we can do - normally we would refund you". That lead to a lot of back and forth starting again with an offer for free drinks ending with us 10k receiving loyalty points. All that was before we even saw the room with all its issues (facing construction site, reeking of mold & bed bugs on top). The only good experience was that ******* ended up reimbursing us fully.