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“Very poor customer service”
Review of Hotel DeBrett

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Hotel DeBrett
Ranked #2 of 67 Hotels in Auckland
Certificate of Excellence
Beijing
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Very poor customer service”
Reviewed 24 January 2012

My husband and I stayed in DeBrett for one night coming from Queenstown for the next day's early morning international flight back home. The room is interestingly designed. It's quite small though comparing with the price we paid. But i guess this is the idea of design boutique hotel. We also didn't pay more to get better rooms. So definately no complaints in that respect. But what was astonishing to me is that the shampoo, conditioner, including body lotion bottles in the bathroom were half-empty. It's really very unpleasant feeling upon arrival. What's even more interesting is hotel staff's reaction when i gave him the feedback the next morning. He first tried to explain to me that they usually refill the bottles after clients have checked out. I had to emphasize twice that those bottles were actually half-empty. I had no problem with reusing the bottles. Even when he did get my message, there was no apology in place.

We had to leave at 6:30am for our flight, so we asked the kitchen to prepare some toasts, fruits and tea for us to take away, since breakfast is included in our room fee. The communication was difficult to some degree, but they managed to do it. When our taxi was waiting for us outside the door, i realized that there is no plastic fork/spoon to eat the fruit salad. Neither was there plastic knife to put butter on the toasts. They did gave us butter though. I asked them how we were supposed to eat the breakfast. Can one ever image such a reply from an unique boutique luxury hotel? The other staff on duty said to me: "You can go to the convenience store across the street to buy knife and fork". That was not all. On the way to the airport, one of the teacups started to leak.

I have to be fair and say that when we arrived, the staff working then was more friendly. But unfortunately with our experience, service was mainly poor.

  • Stayed January 2012, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank EleanorLZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (221)
Date | Rating
  • Dutch first
  • English first
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  • Italian first
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English first
Brighton, UK
Level Contributor
23 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 21 January 2012

Having travelled around New Zealand for two months I feel confident in saying that, restaurant apart, DeBrett exceeded our expectations.

The first floor 'loft suite' room was spacious and had great natural light from its' big windows. The DeBrett signature striped carpet added a playful touch and the furnishings were a cut above anything else we have seen in NZ hotels. Our two young children slept on the sofabed which worked out fine as housekeeping put it away daily. The king size bed in the separate bedroom was excellent and the air conditioning was quiet and efficient.

DeBrett has an excellent bar and a cosy study complete with an honesty bar, books, Mac laptop and games. In the common area between the bar and restaurant are some sofas and the double height atrium provides light. It's a comfortable place to hang-out.

The highlight of the hotel are the confident and friendly staff who made us feel genuinely very welcome and were always there to help if we needed it. The excellent service even extended into helping us check-in early to our next hotel in Auckland.

DeBrett is an excellent hotel that manages to appeal to a wide range of traveller without appearing to ever try too hard. The mid-century modern style is thoroughly authentic and blends-in with the beautiful building superbly.

DeBrett would have got five stars across the board but, unfortunately, over the new year they were terribly understaffed in the restaurant. We also found the food average for the price range and at one meal had the waitress trying to convince our 8 year old daughter that the chilli con carne was in fact bolognese - it wasn't. Finally, the breakfasts were very average too.

Great hotel, a million times better than the average, thoroughly recommended.

  • Stayed December 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank motughosh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
27 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 21 January 2012

I stayed at Hotel DeBrett for 3 nights for a conference and my colleague and I were very impressed with this amazing hotel. The refurbished art deco building is centrally located, and the rooms are large and very smart. The staff were great and the restaurant provided excellent cuisine at breakfast and lunch. We also took advantage of the nicely appointed drawing room to get some work done - what a great facility. Overall, thoroughly recommended.

  • Stayed December 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RamblingProf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Newcastle, Australia
Level Contributor
114 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
Reviewed 19 January 2012

Great location in walking distance to shopping, the viaduct, good restaurants well serviced by public transport options. This is a funky little boutique hotel that has been refurbished in art deco style. The rooms are cosy, well appointed with nice bathrooms. The restaurant was nice and private with a great jazz night on Sunday with a great little bar. Another jewel was the public lounge, with a library and comfy sofas and cheers and a bar allowing patrons to share a drink with the owner each night.

The location is great at the bottom of High Street, the shopping precinct of Auckland City. From your hotel you can also walk down to the Viaduct and waterfront and enjoy some of the many great restaurants that Auckland has to offer or catch the Link into Ponsonby to relax in one of the funky wine bars, caefs or restaurants there. Would definitely stay again.

  • Stayed December 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank epaki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 19 January 2012

My husband and I stayed 1 night at the Hotel on our way through to the Coromandel. We loved the Hotel from the minute we arrived, however our room was disappointing. Even though beautifully chic and retro (as per most of the reviews), the actual bedroom area was so small that the bed (queen) had no room for side tables and not enough room to move beside the bed in or out. You had to shimmy over the end of the bed to get in and out with full size walls either side with no windows (we both became claustrophobic and are not that way inclined). The lighting in the bedroom was a couple of cool hanging red lights, which were great until you tried to read. The living area had one window with full length drapes, when opened we were looking right at a group of people dining no more than 2-3 metres from our window. To be fair we may have been unlucky to get the 'lemon' room in the Hotel. We dined at the Hotel (with a group of friends) same night and found the food and service to be fantastic.

Room Tip: If you are at all claustrophobic find out if they have different rooms.
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  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SydneyCreative
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hamilton, New Zealand
Level Contributor
36 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 18 January 2012

We were lucky to stay at Hotel DeBrett as guests of a wedding held at the hotel. It was the perfect venue as the couple only wanted a small space for immdediate family at the ceremony and dinner, followed by a larger cocktail party for friends and extended family.

The hotel is very central, but once inside you don't feel like you are in the centre of the city as the hotel is a different world altogether. There are beautiful design touches everywhere, and the rooms are very stylish with a huge bathroom and rainhead shower with separate bath. Bed was very comfortable.

We enjoyed a wonderful degustation menu - food and wine were delicious and the service was superb. Special mention must be made of the restaurant manager who was excellent, especially for keeping us on time for the night's proceedings.

After dinner around 80 guests enjoyed a cocktail party and DJ. Hopefully all the rooms overlooking the central function/restaurant area were for wedding guests as our music was suitably loud, but the rooms are not totaly sound-proof. I imagine there would be no problems on a normal night, but may be worth checking if there is an event on if you get a courtyard room.

Continental Breakfast next morning was included and fairly basic although much more than just toast and cereal. Cooked breakfast was available for additional charge.

Only negatives were minor: I asked twice for an iron/ironing board to press a shirt before the wedding and they didn't arrive. Somewhat stressful when you are getting ready for a wedding. Also, there is no milk for tea/coffee. I appreciate you can ring down for some fresh milk, but sometimes you can't be bothered waiting (and I couldn't be certain we'd even get some). Also there is very limited drop off area for valet car parking as the entrance is literally on the High street footpath, but we were lucky to get a temporary park after 3 circuits of the hotel. That said, the valet parked and retrieved our park very quickly.

My wife and I agreed we'd love to stay again so we could have more time to enjoy the hotel and downtown Auckland.

Room Tip: Courtyard rooms are quiet if there is no event in the function area.
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  • Stayed December 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Christo99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gloucestreshire, England
Level Contributor
69 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 17 January 2012

We arrived travel weary from a 12.5 hour flight to be warmly greeted and ushered into our classic room. It had everything we needed to freshen up and so much more.A welcoming, personalised note explaining the important information in addition to the usual hotel information brochure. The bathroom was wonderful with an excellent wet room and luxury toiletries and robes. The room was thoughtfully equipped with to meet all ones needs; gratis nibbles with a choice of drinks, teas and coffees etc. etc. We were invited to a free drink in the comfortable residents lounge with the owner and a chance to meet fellow travellers in a very relaxed atmosphere. We shared a table in the hotel restaurant to the continue chatter. Sadly we all agreed that although the food was wonderful, it was not substantial enough for hungry tourists.
However our 6am departure was preceded by a wonderful, generous breakfast on two trays brought to our room by yet another cheerful member of staff without the slightest sign of it being inconvenient.
The ambience is excellent in this superbly appointed hotel with plenty of personal touches. It has a convenient, quiet location with many shops and restaurants in close proximity. Go there and enjoy some superb New Zealand accommodation.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DickandDi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel DeBrett

Property: Hotel DeBrett
Address: 2 High Street | CBD, Auckland 1010, New Zealand
Phone Number:
Region: New Zealand > North Island > Auckland Region > Auckland
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#1 Luxury Hotel in Auckland
#1 Romantic Hotel in Auckland
#2 Business Hotel in Auckland
#6 Family Hotel in Auckland
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Hotel DeBrett 5*
Number of rooms: 25
Official Description (provided by the hotel):
A vibrant boutique hotel experience in the heart of Auckland City's fashion and business precincts. Hotel DeBrett's iconic building features 25 individually designed rooms and suites, with luxurious beds and lavish bathrooms with divinely deep baths, granite floors and underfloor heating. Dine in award winning "DeBretts Kitchen" restaurant, unwind in the warm inviting spaces and enjoy personal service. ... more   less 
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Also Known As:
Debrett Hotel Auckland
Hotel DeBrett Auckland, New Zealand

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