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Thomas C
Sydney, Australia

Good hotel - would stay again

4.0 of 5 bubblesReviewed 11 Jun 2024via mobile
Stayed at the Grand for 2 nights.
Room was large with a king bed and a couch. The room is showing a little wear and tear but nothing substantial.

Bathroom was large with a separate tub to the shower, towels were bath sheets and all the normal amenities you would expect.

There is one lift out of service due to refurb and most times the remaining 2 were quick to arrive. Mornings however were busy with a bit of a wait. One of the remaining lifts is obviously sequenced to service higher floors which can be frustrating when it is sitting on your level but not moving.

Directly connected to the Sky Tower and in an area with lots of restaurant choices and shops to wonder through.

Overall a good stay and would stay here again.
Date of stay: June 2024
Trip type: Travelled as a couple
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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.
Angela Shin, Guest Services / Front Office at The Grand by SkyCity, responded to this review
Responded 15 Jun 2024
Dear Thomas C,

Thank you for your review. We are delighted to hear that you enjoyed your stay and that you would consider returning to stay with us again. Your feedback about the room experience is greatly appreciated. Our teams have collaborated closely to investigate and maintain the hotel, considering its age. Additionally, we are currently upgrading the lifts to newer and faster versions, which will benefit our future guests. We appreciate your patience and understanding during this maintenance work, and we assure you that we will try our best to minimise any inconvenience to our current guests.

Our hotel is ideally located in the heart of Auckland, connected to the Sky Tower and Casino. We are glad to know that you found our location convenient.

Thank you once again for choosing to stay with us. We look forward to welcoming you back to our hotel in the near future.

Kind regards,
Angela
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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4 - 9 of 3,212 reviews
Reviewed 5 June 2024

I scored a cheap room to try out the accomodation. It was seriously underwhelming.
Right from the check in process - double handling of credit card information and unhappy staff...to extremely poor lighting in bathroom (so difficult to apply make up) to confusing light switch options. Would not stay here again.

Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Antoinette L
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.
Angela Shin, Guest Services / Front Office at The Grand by SkyCity, responded to this reviewResponded 7 June 2024

Dear AntoinetteL218,

Thank you for your review, and we appreciate your feedback regarding the experience you had with one of our staff members. While we strive for everyone's satisfaction, we acknowledge that there are both good and challenging days. Nonetheless, this should never serve as an excuse for our reception staff to convey any concerns to our guests. In regard to the internal review survey you completed, I wanted to extend our sincere apologies for your arrival experience. Rest assured, this is not our usual standard of service we aim to provide to our guests. Your feedback has been shared to the receptionist to help them better understand the guest's perspective moving forward.

We have also inspected your room and understand that the lighting may be confusing and dim for makeup. Your feedback has been shared with the management team to ensure that we stay attentive and note for any refurb projects in the future.

Regarding the double handling of credit cards, we understand the frustration of having to provide the same credit card upon arrival as the one provided online. This protocol is in place for security and authorisation purposes and is a standard check-in procedure that all staff are required to follow.

We appreciate your patience during your stay with us. Should you have any further concerns to discuss, please feel free to email me at Angela.Shin@SkyCity.co.nz, and I would be happy to address your experience further.

Kind regards,
Angela

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 May 2024

I traveled with my family and booked two rooms one room had a broken safe and we notified the manager on shift Angelia Shin , they did nothing for the who of the two week stay so we were unable to secure our valuables only in the second room vault
This was totally un acceptable and i expected more from a 5 star hotel

Regards

Andy Brown

Room tip: Check your room
Date of stay: April 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Andy B
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.
Aaron Hutchins, Guest Services / Front Office at The Grand by SkyCity, responded to this reviewResponded 16 May 2024

Dear andybX2913UP,

Thank you for your feedback in regard to the broken safe in your room during your recent stay with us. We will be following up with our team internally to understand why the safe was not repaired or replaced. We have also sent you an email directly to address this issue and the steps we will take moving forward. We apologise for any inconvenience this may have caused during your stay with us.

Kind regards,
Aaron

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 May 2024

This was the nicest hotel room we had during our 3 week tour of Australia and New Zealand. It rained the entire time we were in Auckland, so it was nice to have a hotel room that was comfortable and roomy. It is well located near the casino with plenty of shops and restaurants nearby. It is only about a 15 minute walk to the water as well.

Date of stay: April 2024
Trip type: Travelled with friends
Thank Pam E
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.
Angela Shin, Guest Services / Front Office at The Grand by SkyCity, responded to this reviewResponded 14 May 2024

Dear Pame382,

Thank you for your positive review, and we are absolutely delighted to hear that The Grand has treated you well throughout your stay in Auckland. It certainly would have been better if the weather helped, but we are glad that our rooms were comfortable and roomy enough to enjoy. We are pleased to notice that you have experienced the best of The Grand, and we hope to have the opportunity to welcome you back on your next trip to Auckland.

Thank you.

Kind regards,
Angela

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 April 2024 via mobile

really nice hotel, modern design, spacious rooms, good condition, and of course super clean. The staff were all friendly and helpful

for once the hotel information and entertainment system on the tv not only looked good it also worked well. I actually used it, if only other hotels were like this!

The only complaint would be lift wait time however the lifts are being re-furbished so a little patience its fine

Room tip: great little restaurants right next to the hotel, literally a one minute walk. Breakfast in a New York diner at the Federal Delicatessen.
Date of stay: April 2024
Trip type: Travelled with friends
Thank Curious557805
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.
Angela Shin, Guest Services / Front Office at The Grand by SkyCity, responded to this reviewResponded 29 April 2024

Dear Curious557805,

Thank you for your amazing review, and we are delighted to hear the amount of positivity you have brought to us with your generous feedback! Your feedback is certainly a review that is worth sharing with the team to ensure their service and skills are acknowledged, and we thank you for bringing this to our attention. We appreciate your patience with the lifts, and although we understand the frustration this may cause, I am certain the wait will all be worth it at the end.

Thank you, and we hope to have the opportunity to welcome you back to our hotel in the near future.

Kind regards,
Angela

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2024

I am happy with the location of the hotel and it’s facilities. However the room is nothing to rave about. The bed was very uncomfortable and it was really difficult to moderate the temperature inside the room with the air con. There was a constant noise in our room which sounded like the noise from the air conditioning.

Date of stay: February 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Monika C
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.
Angela Shin, Guest Services / Front Office at The Grand by SkyCity, responded to this reviewResponded 10 April 2024

Dear Monikat499,

Thank you for your feedback, and we are pleased to hear that our location and hotel facilities have treated you well. Regarding the bed, it is not common feedback we would hear, and we would love to understand which part of the bed has made you feel uncomfortable. We are willing to understand and investigate further as the bed is an important element of a guest's stay. Please feel free to send me an email at Angela.shin@skycity.co.nz directly. We sincerely apologise for any discomfort caused by your bed and your air conditioning, and we will ensure to address this with our respective departments.

Thank you, and we hope to have the opportunity to welcome you back to our hotel in the near future.

Kind regards,
Angela

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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