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Conor G
Somerville, Australia

2 night stay

Review of So/ Auckland
4.0 of 5 bubblesReviewed 4 Feb 2024via mobile
My wife and I stayed 2 nights and for New Year’s Eve. We were upgraded to a suite room which was really nice. The room was beautiful and we had a nice welcome gift.

The views and ambience in the restaurant are very nice and the dinners we had were good. The breakfast offering is good but nowhere near as good as Sofitel where you have a combination of buffet and ability to order something to your taste.

The lounge was unavailable for 1 of the 2 nights and another small room was used for this 1 night. The lounge when available was really nice and the wine choices were the best we’d tried including at 2 other Sofitels in NZ on the same holiday.

Overall a really nice hotel with great views and friendly reception staff. We were also given a late checkout which was much appreciated. We would stay here again.
Date of stay: January 2024
Trip type: Travelled as a couple
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Julie Cavaillon, Guest Services / Front Office at So/ Auckland, responded to this review
Responded 29 May 2024
Sounds like you had a brilliant time at SO/ Auckland, conorg109.

Can't wait to welcome you back.

Best regards,
Julie Cavaillon
Front Office Manager
SO/ Auckland
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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All reviews rooftop bar open plan bathroom funky hotel welcome drink the club lounge mini bar platinum member rooms are lovely room upgrade small things accor hotels breakfast was amazing great amenities duty manager top floor luxury hotel fantastic location
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Reviewed 5 February 2024

Worst Hotel in Auckland! Will never stay again. Avoid! Even if it’s the last hotel available in the city! You will be so disappointed ☹️ nithing at all positive yi report unfortunately. Awful experience from the start and completely overpriced for what it is.

Date of stay: January 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
1  Thank Liz M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Julie Cavaillon, Guest Services / Front Office at So/ Auckland, responded to this reviewResponded 30 May 2024

Hello lizmB21640F,

We would like to contact you personally to learn more about your stay and what exactly went wrong.

Feel free to contact us at h9149-fo@accor.com or h9149-dm@so-hotels.com .

Our guest experience ameliorated a lot in the past few months, we would be glad for you to visit again.

Sincerely,
Julie Cavaillon
Front Office Manager
SO/ Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 January 2024

I wont stay here again.

First impressions were great, amazing lobby, and friendly staff.

Then it went downhill, my room was very tired with chips and marks on everything, and poorly laid out, there was a concrete column almost in the middle of the room. The big main bathroom door wouldn't close, I asked this to be looked at, twice, but it never was.

In the morning I took a shower and hadn't realised the drains weren't good enough and the room flooded. They said they would look at it, and when I returned that evening indicated it was all fixed, it wasn't and the shower flooded again the next morning.

On the last night I ordered room service, and got fish and chips as a treat, and at $48 plus a charge for delivery, the serving could only be described as miserly, and very oily, so I didn't really eat it.

But what sealed the deal for my was, I was advised the roof top bar was closed for a private function. This was in fact a techno/ dance party that went from 7pm to 1am, the noise was simply incredible and reverberated through the whole building, it is staggering that management think this is ok in a 5 star hotel when guests are trying to sleep !!!

I got little or no sleep, and a headache.

The coffee shop is shocking, I ordered granola and Greek yoghurt, but the granola had been stealthily bulked out with 90% cornflakes, so it went in the bin.

Its a shame really because the decor and staff are excellent, the beds super comfortable, and the roof top bar amazing.

I would not stay here again, as it appears they have these noisy functions regularly.

I voiced my concerns at check out and the lady just said "sorry about that" & "yes, being an older building our acoustics aren't very good".

Room tip: Stay somewhere else if you want sleep.
Date of stay: December 2023
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank JamesBondrock
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Julie Cavaillon, Guest Services / Front Office at So/ Auckland, responded to this reviewResponded 30 May 2024

Hello James,
We can imagine how frustrating it would have been to not be able to enjoy your stay entirely due to maintenance, room service and noise issues.

However, we are glad to hear you liked our design hotel and our team.
Please come visit us again soon for another staycation, you will see all our great improvement !

Julie Cavaillon
Front Office Manager
SO/ Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 January 2024

We booked the So/Auckland after initially booking The Sofitel and Movenpick for our brief holiday over the new year period. The overall experience was lackluster and disappointing. It is certainly not what one would expect from a 5 star hotel. We often say that 5 star is not about the TV or the sheets or the iron in the room. It is about the overall guest experience. in terms of comparison, We have stayed in sofitel in Queenstown, Bangkok, Melbourne, Sydney, Adelaide, Seam Reap and Nusa Dua and at the So/ in Bangkok. They all surpass the quality of service, guest experience,food and lounge experience.

Check in was excellent with Alex checking us in promptly and explaining the hotel and its amenities. The Room was well appointed and we found the view from 1202 very nice. The card greeting and welcoming us from Julia Cavaillon was not accompanied by the stated " delicacies". We brought this to the attention of a front office staff member. 2 x petite fours were in our room the next evening.
It was interesting to note that there was no way in which we could request that our linen and towels not be changed every day : many other Accor 5 stars have a card that one can place on the bed to stop the waste of resources. So, we decided to put our room on 'do not disturb' for most of our stay only requesting that our minibar is refilled intermittently.
The Room and Bathroom amenities were EXCELLENT.

The BREAKFAST WAS ABYSMAL. The staff had no sense of ownership in the service they provided They appeared overworked and not happy to be there. The hot breakfast and continental was of VERY POOR QUALITY. The bacon was dry and leathery, The egg station offered omelette, and fried eggs only, The bread was dry, The french pastries felt recycled and 3 of the 5 days the same overdone baked cheesecake and Christmas ice creams were put out. The fruit was of very poor quality. Waffles ran out and were never replaced and no staff member actually was assigned to keep an eye on if the baskets with a serviette over them was full or empty.
It would be telling to note that on day 4 we decided to go out to Daily Bread Cafe ( across the street) for breakfast despite breakfast being included !

We never saw a Manager walking through the Breakfast area on any of the 5 days we were there to ensure that guest needs were being met.
So disappointed were we with the quality of the food that despite having booked dinner we cancelled and went to the Boda Restaurant at the Movenpick only 200m across Customs Street for 2 of our dinners.
Being Accor ALL Platinum members, Club lounge access was included. This was also not ideal since the morning after we arrived we had a letter slipped under our door saying that the lounge was closed due to emergency maintenance. For 3 days the club lounge was run from a small room next to the dining area : 1 staff member was assigned to the area which had 6 -7 tables with harbour views. But the hotel had sold more than that many lounge access packages, so often guests were seated in the dining area and thus being served by the one staff member meant sub standard service. Naise did a remarkable job given the circumstances. On day 3 we had Juliana and Alex from the Reception desk serving in the club lounge. They all tried so hard and thank you to all 3 of them.

I raised some of my concerns with Aurelie who was a front office duty Manager, since we were fed up after asking for late check out on the 31st pm for the 1st, being told by the staff that they cant offer me any thing until the next morning. The reason : " I have no visibility of the booking for your room for tomorrow ": Every other 5 star Accor hotel we have stayed in over the past 8 years when we were only Gold members would immediately give us 2-4 hrs late check out. When you pay $700 for 31st night and you get nothing more you know you are being taken for granted.

On a positive note : The Roof top bar is a lovely place : excellent views , amazing cocktails . Friendly service.

This is a reflection of the attitude of higher management and this needs to change. At this stage I would not recommend this hotel to any one. ( please feel free to see my reviews of Accor hotels on tripadvisor : seimonau

Date of stay: December 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank seimonau
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Julie Cavaillon, Guest Services / Front Office at So/ Auckland, responded to this reviewResponded 30 May 2024

Hello Seimonau,

We totally understand your disappointment related to your stay.

Thank you for the kind note about Alex, Naise and Juliana, we will share this with them.
It is also good to hear that you enjoyed our room and bathroom amenities.

We are proud to say that, among other things, our Breakfast has significantly improved and that you can now enjoy a large variety of delicious items.


Sincerely,
Julie Cavaillon
Front Office Manager
So/ Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 January 2024

Stayed one night before a cruise out of Auckland.

Hotel is lovely and modern. Beautiful rooms with huge bath, soft bed and large shower.

As an Accor member was welcomed and given a complementary drink. Unfortunately the only place to redeem this was in the lobby, where seating is an issue as it is the only bar on site open on a sunday.

Mini bar in the room is also complementary which is a Nice change for a luxury hotel

Would stay again

Date of stay: October 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Adam T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 20 December 2023 via mobile

Very comfortable modern hotel close to the wharf and ferry terminal. We loved the amenities and decor from the lobby through to the furnishings in our room. Very knowledgeable and helpful staff who provided wonderful nearby restaurant suggestions. The hotel restaurant is on the 15th floor which can cause some noise if you are on the 14th floor since it is right above the rooms.

Date of stay: December 2023
Trip type: Travelled as a couple
Thank tonydT9649EZ
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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