Positive points were the friendly staff, lovely room with harbour view and excellent location. The restaurant was also a highlight.
The only negative was the street noise on Friday and Saturday night - nightclub/bar music and people carousing until the wee hours.

Was at the hotel after an amazing roadtrip through New Zealand with my wife and my 16 year old son. As our flight from Auckland left at 11.55 pm we booked for two nights, one night with breakfast, the next without breakfast as we only wanted to use the room on the second day until 9pm and would not sleep in the hotel the second night. We paid the full rate for the second night and checked out at 9 pm. That was fine.

Good points: Hotel is very well located and rooms and bathrooms are up to date and nothing to complain about but the unsufficient accustic isolation of the windows. Our room in the eighth floor was facing to the city and the noise from Queen Street due to some preacherman screaming out his view of the gospel through a microphone was clearly heard in our room.

I am sorry to say and I am usually not complaining (as you might see in the history of my reviews here in tripadvisor) that the employees of this hotel have absolutely no empathy and are unwinding their messages during check in and all other inquiries we had just like robots. It seems as if customers addressing an issue are a nuisance. A nice exception was the bell boy who helped us bring the luggage into our room the late night of our arrival and was very friendly.

On our first and only morning at the hotel we wanted to have a fast breakfast. We have been told that even though we booked a room for three persons with breakfast the breakfast policy of the hotel only includes 2 persons although the reservation is for 3 and I have to pay for my son an additional fee of 49 NZD for the breakfast. I explained that I have not seen that policy in my booking process via the IHG App and am quite astonished as we three are travelling with our son since several years in nearly all parts of the world and we never heard about such a policy and if this policy in case of the Intercontinental Auckland it would be fair if this was clearly disclosed in the booking process through the App.

The person as the reception unwinded cold that its the hotel policy and if we want to have breakfast together it would be an additional 49 NZD. Due to the unfriendly and repelling way of handling our issue and surprise that we would need to pay 49 NZD for our son, I lost any interest of paying any additional NZD and let my wife and my son have breakfast and I went to the Starbucks accross the street to have a coffee and a danish pastry, which was fine. How petty can you be to really ask a customer who paid for two nights and just stays for one and who did not find the hidden link with the message that breakfast in a booking for three only is served for two to pay 49 NZD?

I later addressed this issue when checking out, that everything was fine but the issue with the breakfast and via email but just received some superficial apologies and that it‘s the policy and to my question where prior to making the booking to find these policies I received after two days (seemed they also has to find the hidden link) the answer that I would find this policy clicking once more on one point in the booking and if you would click on it (its not even clearly visible in the IHG App, that behind this hides additional information) you would receive the info that breakfast is only included for two and additional fees „may“ apply. That the additional fee for the third person is more then 50 % higher than for the other two persons is also mentionned nowhere. Why don‘t they clearly disclose without hiding in a link that reservations for three do only include breakfast for two? And why do they write may apply when in real it „does“ apply.

Anyway. I wouldn‘t really care about the 49 NZD but the way the employees in the hotel and as well the customer management later handled this issue was extremly frustrating. How would this team react in case of real problems?

Customers seem to be just a nuisance. Never felt that at another hotel yet.

Therefore I would not stay here again and cannot recommend the hotel.

Unfortunately we are disappointed about the stay in this hotel.The hotel has been open for 1 year and is located in a perfect location. It has beautiful rooms with a spectacular view. We had requested by booking and also some days before arriving for an early check-in. (Arriving by cruise ship at 9 AM. So we understand the room is not available at 9 but between 11-12 was expecting. The room was not available until 15:04 PM.None of the staff assist us to the room for explanation with extensive technical settings. (Lightning) We ask by booking an extra dust-free room by booking because serious dust allergy but housekeeping and reception couldn’t find it.The bathroom was not clean. Dirty bathroom and toilet (walls/light in the wall), hair in the shower and water bassin.No turndown on the first night.After our request they would ensure that it would not happen again. Unfortunately, no turndown on the 2nd night, the third night specifically at the time we requested.The restaurant for breakfast was very messy and the buffet not refilled at 9.30 AM, tables were not cleared and cleaned for a long time after departing of the quests, remains under the tables, totally no controle. During breakfast, a homeless man was walking around the restaurant nobody of the staff took action. The guests asked the man to leave. This staff of this hotel need expertise and management support with experience.After the first night the hotel asked by email about our experience and we were given our comments that we had complains and the lady makes apologize and promised better.