We called in for a drink and snacks after our parliment tour. The staff were unfriendly and the table was not clean. Our afternoon tea arrived without crackers or bread with our goats cheese dish, just 6 tiny pieces of raddish to drip into this bowl. We asked for some and were told no we dont have for that dish, i had to go to the kitchen and ask. I think your staff need to learn the mitre 10 way of meet, greet and smile rather than not made to feel welcome.
Bonjour Kia ora spiny1111, firstly and mostly I am really sorry for what was a very disappointing experiance in our La Serre bar. I have copied our F&B team. Mostly I don't know why our people say no in the first instance when the followup on feedback like this takes more time and resourcing than finding crackers and bread. Its a conundrum I own. Our people have full autonomy to make decisions to enhance the service standard. If they don't, then we need to do better at coaching and counselling a service standard that ensures they do. Again, Im sorry, Raymond Faulkner, GM.
Back in April 2022 we stayed at the Sofitel Auckland Viaduct Harbour which unfortunately was a less than five star wxperience. At the time we mentioned that we were going to stay at the Sofitel Wellington and it would be an interesting comparison.
The Sofitel ellington is a classy hotel with speedy and friendly check in at the side of a comfortable lounge area. The room, although not large was very comfortable with a king bed, a TV which was positioned so that you could sit and watch it. The room was clean, nicely decorated and well maintained. The bathroom had all the necessary amenities
Breakfast was served in the Jardin Grill and was a combination of buffet style and cooked to order. All nicely presented and cooked to perfection. In the evening after drinks at the stylish house bar we had dinner at the Jardin Grill which was very enjoyable.
We enjoyed our stay and it was no contest the Sofitel Wellington is the winner by far.
Bonjour Kia ora John S
What a lead in Sir, thank you for taking the time to support us with such kind words.
You have provided information that will inform other travelers and by proxy allow our entire community of staff and suppliers a better position online for better success. I am especially grateful for the detailed review of Jardin Grill which is a unique competitive advantage of ours. Thank you for sharing your experience John S.
Thank you, nga mihi, merci for taking the time to score and write about your stay.
Bienvenue, Nau mai, Welcome, Raymond Faulkner GM
A good property but like the rest of the industry short of staff.
This affects service levels and creates overworked employees.
We need to fix this in NZ as fast as possible as our ability to service overseas visitors is not up to 5 Star standard overseas customers expect...
Bonjour Kia ora rayF6177UJ, thankyou for your understanding and courtesy in appreciating a very macro issue across our industry and others. Your understanding and resulting kind words provide much needed affirmation for our team who, as you have highlighted are doing more then we should expect. I appreciate your support Sir. Raymond Faulkner, GM
As good as you would expect. We booked a low price room on Booking.com and the room (711) was good value I reckon. Nicely appointed with a large bed. Room well laid out with an OK city view. Not great but not bad either. Check I. Smooth and overall home condition 5star. Would stay again and recommend
Bonjour Kia ora
Thank you, nga mihi, merci for taking the time to score your stay and write about your experience.
Every response supports a scorecard for our hotel that we use to improve our performance when we have to, but critically allows us to stand out in our marketplace.
Your review is detailed and covers a number of touchpoints and the reference to the city view underlies the hotels overall parliamentary precinct location, 5 minute walk to Lambton Quay shopping and 10 minutes to the Wellington waterfront and boardwalk and of course its just across the road from Wellingtons Botanic Gardens.
Bienvenue, Nau mai, Welcome, Raymond Faulkner GM
Another great experience at the Sofitel the staff are great facilities are wonderful, I used the free platinum upgrade and enjoyed the free breakfast and use of the lounge and I hope I can get to a platinum level. Thank you again
Bonjour Kia ora JoeU1028SF
We very much appreciate your comments regarding your stay at the Sofitel Wellington.
It was great to hear your positive feedback about the Accor+ Platinum Stay offer which is driving the business we hoped it would. Moreover its great that it would encourage our other members to consider working toward the Platinum level and its recognition benefits. Thankyou for such high praise of the program and your stay, Raymond Faulkner, GM
