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“Service”

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Sofitel Auckland Viaduct Harbour
Ranked #2 of 66 Hotels in Auckland Central
Certificate of Excellence
GreenLeadersSilver level
Reviewed 1 January 2014 via mobile

Thanks Sofitel Auckland for a great stay.
Busy time of year bar and food service still very good.
The people and service here make the difference .
Good rooms and location.
Some of your Australian Sofitel staff need to send a couple of nights here to see how it is done.
Thanks.

Stayed: January 2014, travelled as a couple
1  Thank Southerncut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stefan C, Guest Relations Manager at Sofitel Auckland Viaduct Harbour, responded to this reviewResponded 5 February 2014

Bonjour Southerncut,

Thank you for your kind words & taking the time to share your Sofitel experience. We are truly delighted that you enjoyed your stay with us & your magnifique experience in our food and beverage establishments namely Sabrage Bar and Lava Dining.

Sofitel Auckland Viaduct Harbour strives to provide superior levels of personalised service to all guests; therefore your feedback is extremely valued & we thank you again for providing it.

We look forward to welcoming you back soon & trust that your next visit with us will be as pleasing as your previous stay.

Kindest regards,

Stefan Coetsee
Guest Relations Manager
Sofitel Auckland Viaduct Harbour

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,907 - 1,913 of 3,017 reviews

Reviewed 31 December 2013

  • Stayed: December 2013, travelled solo
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Review collected in partnership with Accorhotels.com
Thank Rep186
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Reviewed 31 December 2013

We stayed over Xmas and found the hotel to be easy to find, close to all the bars, restaurants and CBD whilst being far enough to have some peace and quiet.

Complimentary wifi and bottled water with their turndown service is a big plus. Room was quiet and furnished nicely. We didn't get to try the all the amenities, but from what we experienced service was friendly and competent.

Cleaning is generally good, we did have a bad BO odour in the bathroom on arrival that never dissipated. Other things we noticed was in-room dining trays left in the hallways for nearly a full day. Not problematic but just takes it down a notch.

Stayed: December 2013, travelled as a couple
Thank L E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 December 2013

The location and the room were faultless. The room was beautifully laid out, and still had plenty of space with a roll-away child's bed. All of the staff were very helpful. The pool was beautiful. The only significant problem was at breakfast where the coffee took a very long time to arrive. It seemed that there was only one person on duty who had any skills in making coffee, and things didn't work at all well when that person was taken away on other duties.

  • Stayed: December 2013, travelled with family
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Thank GeorgieBoy1089
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 December 2013

  • Stayed: December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Accorhotels.com
Thank Ben A
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Reviewed 29 December 2013

On check in we were told very abruptly and by an off hand receptionist, that we were not booked in . I told her we were as I had checked the day before, because I didnt trust the Sofitel. I wasnt wrong. After telling her to check with reservations she returned to say she had made a mistake, and handed be a comptimentary drinks card and told us we could only order a glass of house wine and a beer. She then told us that we could only use our Accor Advantage Card in one of the restaurants, and no we couldnt have a meal in the Cafe 21 as it was about to close this was 2.45pm.(So much for international flight arrivals) Our room was small albeit with a nice harbour view that we had to pay extra for.There were dirty finger marks on the windows. We use our drinks card at 10.45pm and was told that the bar closed at 11p.m(isnt that early for a 5 star international hotel)
We went down to breakfast the next morning at 10.30 and were greeted with distain as we dared to arrive so late.(it closed at 11.am)We were shown to an outside table, after the maitre d briefly informed us of the food available.We waited for a long time for the food to arrive, maybe that was .A gust of wind lited up the unbrella next to us which smashed with such force sending all the crockery crashing to the ground. Thank goodness there was no one sitting there. The waiter came out laughing....
This hotel appears NOT to train its staff properly as throughout our stay they appeared nervous and stressed, presenting a very uncomfortable atmosphere, not at all relaxing or enjoyable. We will not be returning. This hotel is a very bad example of Accor Sofitel. I know they can do better, as I have stayed with the chain many times before.

  • Stayed: December 2013, travelled as a couple
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1  Thank loveroflife40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 December 2013

Spent 3 nights here for our honeymoon - was really looking forward to staying at this property on Viaduct Harbour close to so many restaurants and shops. The location of the hotel is quite good and it's also a short walk away from quite a bit of activity on Queen Street. Additionally the hotel is quite clean and has a modern, sleek look. The lobby/interior is styled very much like the W hotel brand. The concierge staff was quite nice & helpful - even charging our camera for free for us.

However, as much as we enjoyed the positive features of the hotel's location, our stay was riddled with many service shortcomings. Perhaps we got unlucky but I imagine if this happened to us there are other guests who might experience similar mishaps:

1) When we checked in, my wife and I were exhausted and put the "do not disturb" sign on our door to take a nap. Unfortunately, someone came by our room TWICE knocking LOUDLY. The first time we ignored them but the second time awoke us completely from the nap. It turned out the hotel was delivering two small chocolates on a tray to our room. I've never been disturbed by a hotel in such a situation over such a non-essential delivery. We were quite furious about it as we were unable to get our nap in. When I asked the woman who delivered the chocolate, she mentioned being instructed to deliver the items. Apparently employees aren't empowered to make judgments on their own especially when there is a clear "do not disturb" on the door.

2) My wife's jacket was not returned to her when we gave it (along with luggage and other items) to the hotel when waiting for our room to be ready. When we discovered the missing jacket later, the hotel did find it in the back marked "do not deliver". Not sure why or how this happened.

3) Before going to dinner on our first night, we called for turndown service. When we arrived back in the room a few hours later, nobody had come to our room. We had to ask the reception to send someone and leave the room for 30 minutes for someone to clean and service our room. When they did service the room, they forgot to replenish towels. Very sloppy job.

There were other minor issues - such as being charged for Internet that was supposed to be free (the staff removed the charge), the curtains in our room didn't close completely so we couldn't get a pitch dark room, etc. During our stay we explained some of our service grievances with the hotel but it didn't seem to help. We don't plan on a return visit to this property.

  • Stayed: December 2013, travelled as a couple
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1  Thank Neil_in_Morristown
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sofitel Auckland Viaduct Harbour

Address: 21 Viaduct Harbour Avenue, Auckland Central, Auckland 1010, New Zealand (Formerly Lighter Quay Hotel)
Phone Number:
Region: New Zealand > North Island > Auckland > Auckland Central
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Spa Hotel in Auckland Central
#2 Luxury Hotel in Auckland Central
#2 Romantic Hotel in Auckland Central
#3 Green Hotel in Auckland Central
#6 Business Hotel in Auckland Central
Price Range: £137 - £371 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sofitel Auckland Viaduct Harbour 5*
Number of rooms: 172
Official Description (provided by the hotel):
Inspired by New Zealand's landscape and culture and boasting panoramic views of Waitemata Harbour, this beautifully designed hotel is a true landmark destination. Superbly located on the waterfront in the heart of the Viaduct, Sofitel Auckland Viaduct Harbour harmoniously blends French spirit with the best of New Zealand culture. Sofitel Auckland Viaduct Harbour offers 172 chic and luxurious rooms all with juliette balconies and floor to ceiling windows. Oversized bathrooms feature separate rain showers and deep soaking bathtubs. Each guest room also offers Sofitel's famous 'My Bed', LCD televisions and Bose sound systems. Services include valet car parking, dedicated Concierge team, luxury airport transfers, Guest Relations Manager and 24 hour in-room dining. Sofitel's luxury day spa, So SPA offers seven private rooms with a wide range of beauty and wellness treatments. Guests can also make use of a sauna and steam room, and adjacent gymnasium. A 20-metre heated indoor lap pool and spa pool are also available. Lava Dining delivers flavour & flair with an innovative menu, tastefully blending the best local produce with a refined French touch. Serving breakfast, lunch & dinner, visit Lava Dining for an intimate dining experience & breathtaking views. A bright & casual eatery, 21 Viaduct Cafe offers waterside seating to allow guests the chance to enjoy the Marina vistas. Savour expertly made espresso, French pastries, and a daily selection of healthy choices filled with fresh, local ingredients. In an unofficial toast to Sofitel's fine French origins, Sabrage invites guests to revisit the art of 'sabrage'. A sophisticated bar serving the finest Champagnes, signature cocktails, local and international wines and beers. ... more   less 
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Also Known As:
Sofitel Auckland Viaduct Harbour New Zealand

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