We decided to stay here when Accor announced a 40% sale on rooms and included free breakfast. The hotel is in a great location and the rooms are nicely appointed particularly the refurbished ones. However the hotel is let down by the inconsistent service provided by some of the staff. It took a long time to check in. When we arrived at around 5pm there was only one person at the check in counter. I had to wait a long time to check in and just as it was my turn, 4 people emerged from the back office and asked if they could help. Where were they to begin with? You could hear the wind whistling through the corridors but you couldn't hear it in our room. We ate dinner at the Tapestry restaurant. My husband ordered the steak medium rare but it arrived blue. He sent it back. By the time the steak was served again my chicken had gone cold. The food at breakfast was very good but the waiters struggled to keep up. We waited a long time for our table to be ready and some of the waitresses seemed harried. We also weren't offered any coffee or tea and had to wildly wave our hands to get anybody's attention.They ran out of eggs at the buffet. By the time the eggs were refilled we had finished our breakfast. The buffet is however much better on weekdays when there are fewer people and the waitresses have more time for guests. The hotel says they only take 5-10 minutes to retrieve your car from valet but every time we asked for our car it took at least 15 minutes. That was quite annoying. On one occasion they even gave us the WRONG car! I don't mind if they take 15 minutes but be upfront about it. Don't over promise and then under deliver. If it really takes 15 minutes then just say so. The other thing that irritated me was the spa. I had a 60 minute massage at the spa but it wasn't really 60 minutes. The masseur started 5 minutes late and finished 2 minutes early. That might sound petty but when you're paying $130 for a 60 minute massage, I deserve to receive 60 minutes worth of your time! I felt ripped off at the spa. The time spent in the "waiting room" should not count towards the massage. The hotel has the potential to be 5 star but unfortunately we did not receive that experience. If it weren't for the 40% sale I would be giving this hotel a lower rating.
Thank you for choosing to stay with us at Pullman Auckland. It was a pleasure to welcome you to the hotel. While I am so pleased that you loved the location and the room that you stayed in, I was disappointed to read that there were some aspects of your stay that did not meet your expectations. Please accept my sincerest apologies.
As you may be aware, I am unable to tell from TripAdvisor which guest has left a review. I would be grateful if you would email me your contact details so I may liaise with you direct regarding your feedback. Your stay should have been nothing but perfect. It is my hope however that when you expressed your thoughts to the team during your stay, they would have rectified the areas immediately. We very much appreciate both good and honest feedback so we are able to highlight this to the team in order to better serve our guests in the future. (My email address is firstname.lastname@example.org)
I look forward to hopefully hearing from you.
Quality and Attitude Manager
The hotel is in the nice location, 5 minutes walking to the harbor and the center.Rooms are nice and well furnished.The only complaint is very very loud noise coming from the windows.It was windy when I was there and the wind was making terrible noise through the windows.I couldn't sleep at all.My colleagues said that they had the same issue.
Everything else is really good and the food is delicious!
It was a pleasure to welcome you to Pullman Auckland. I am so pleased that you had a wonderful stay.
My sincere apologies that the wind kept you up at night however. Unfortunately Auckland experienced gusts of wind of up to 125 kmph last week, due to a storm that lasted several days.
We hope to have the pleasure of welcoming you back soon.
Quality and Attitude Manager