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D L

Spend your money elsewhere please or lower your expectations like you’re staying at a hostel :)

1.0 of 5 bubblesReviewed 1 Jan 2023
Check-in agent was courteous and fast. However, the room assigned to me. There was toilet paper and soap stuck in the sink, unknown/black pen marks on the bed sheets. When I returned to hotel from NYE fireworks. I asked Anna for a small request. However Anna didn’t want to help me. Anna was not in uniform, wearing AirPods and her attitude to every guest who spoke to her was I am talking to my colleague. Stop interrupting me. The request I asked her, required her to check the computers. But she didn’t attempt it. She just said no, we can’t do that. The guest service agent who checked me out charged me twice. Once on my debit card, second time on my credit card on file whilst I was talking to your manager working at the time around 1 PM. He didn’t care either. His altitude was oh here we go one more customers who needs to get off his high horse. She also threw my key cards onto the floor. I wanted to access the restaurant for lunch, but was told. It is closed on Mondays because no corporates are around. I guess in-house guests are not important. Since I had checked out, I ordered Ubereats. I asked Anna for late check out because I wanted to order room service. I ordered a Coke Zero from the bar and asked for cutlery. The cutlery delivered to me by the barman were disgusting and clearly has bits of food stuck on it. I went and got my own from the restaurant. Showed it to your manger after I had eaten and he had finished chatting with other guests. Again, didn’t care. Just oh I am sorry this has happened to you. I have been to motels located in small, remote towns in South Island that provides BETTER SERVICE AND CLEANNESS THAN YOU. Oh one more thing, your housekeeper for floor 7 was walking around the hallway loudly and stopping at my doorway constantly, to remind me I need to check out.
Date of stay: January 2023
Trip type: Travelled with friends
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Raymond Faulkner, General Manager at Sofitel Wellington Hotel, responded to this review
Responded 4 Jan 2023
Bonjour Kia ora blackcardlad, firstly and mostly, I appreciate the extensive review you have provided, and whilst it details a number of failings, Im grateful it allows us an opportunity to respond. The room cleanliness is a critical failure and I have ensured our housekeeping team tracks back to the room attendants and supervisory inspectors because they have derided a particular aspect of our service that we have consistently reported 70% better than our competitors in, room cleanliness. I note your detail of our "Anna". I preface this with the fact Anna had just walked onsite after being called in within that hour as our rostered Night Manager called in sick beforehand. When she addressed your approach Sir, she was just coming on shift hence her attire, and it was a service to us that she did so with an hours notice and on New Years Eve. She hadn't had the chance to settle in, remove her coat and airpods etc. Having said that, Anna appreciates the compromise by not "doing the work" to understand if we could provide a delayed checkout. I concur with you, the least we can do is "find out" and we didn't do this. I have, as a consequence of a number of service issues where we have said no to a guest and compounded the workload, and critically provided poor service only to redress the request, started to roll out new service program. The program "Oui ë Tout, The Answer is Yes" is to build a culture where we say yes to everything and then back into that answer with how. Im sorry you encountered the service shortfall you did Sir, but it has created an impetus for change.

As an aside you submitted photos of our staff members in your review and I have sought their removal from Tripadvisor as we consider this a breach of their privacy given they have not consented to the photos and they have actively sought their removal.

I have also followed up on the cutlery provided and am ensuring we have a supply of polished cutlery available at all times. The cutlery delivered to your room had been cleaned through our commercial dishwasher but the chemicals we use create water stains which can only be removed by hot water soaking and polishing the stains out. The chemicals ensure the bacterial risk is addressed. Im sorry the unpolished cutlery were delivered to you in error Sir.

I wish you better travel experiences Sir, Raymond Faulkner, General Manager.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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49 - 54 of 698 reviews
Reviewed 29 December 2022

Good central location. Very nice room and breakfast. But most outstanding is the staff. In particular Christian at reception. He went above and beyond to ensure that we enjoyed our stay. Sofitel is fortunate to have Christian as he works very diligently to make sure patrons feel welcomed and cared for. Also want to acknowledge Gladis who served us breakfast each morning. She is warm welcoming and efficient. She made us feel more at home and we appreciated her professionalism and great service.

Date of stay: December 2022
Trip type: Travelled as a couple
Thank KnownAsHelena
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.
Raymond Faulkner, General Manager at Sofitel Wellington Hotel, responded to this reviewResponded 5 January 2023

Bonjour Kia ora Safari826429, Merci nga mihi for your very kind words and the positive scorecard for our hotel. Mostly, I am grateful you celebrated Christian in our reception team, be assured Cristian will know and be recognized appropriately for your affirmation of him. Critically Christian feels free to respond as he needs to to excel in service delivery. We are rolling out our "Oui ë tout, The Answer is Yes" program to educate all of our service teams that they have the ability to action any request, as Christian does, leading the way. Thank you again for the affirmation and support Safari826429, Merci, Nga mihi, Raymond Faulkner, GM

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 December 2022

My jaw dropped when I walked into my room. I knew I was at a very luxurious hotel, but somehow I was not expecting such a dramatic scheme of black and gold, nor such a large room. Floor to ceiling mirrors. An extremely large, and very comfortable bed. A desk for my laptop. A little fridge and a gigantic wardrobe. A somewhat complex coffee machine with no instructions, and a most detailed Compendium.

I was in Wellington for a very busy conference - as in two twelve hour days over the weekend, before flying home and going straight back to work, so I decided to splash out on the most comfortable place I could find. And it was just what I needed.

The room service was great. Bifteck & frites - or steak and chips. I have never seen such huge chips - an inch thick! The steak was perfectly cooked. The blueberry tart that followed was lovely. The entire thing was presented well - and it is the first hotel I've been to, that has asked me how much wine in my glass I want. "Do you want 125 or 250?" I had no idea what they were talking about. "Do you want 125 or 250ml of wine in your glass?" they patiently elaborated. "Oh, what the hell, make it 250." They did.

It did surprise me a little that even the rich have to fill their kettles from the bathroom's basin, but they do send up water in bottles if you don't like doing that. I thought of some Maori I was speaking with that don't go to hotels for that very reason - they won't fill the kettle in the bathroom. So it's good that the Sofitel offers that option. More hotels should do it.

The hotel also gave me a free upgrade from a superior room to a luxury one. So I am very happy. I'll stay there again next time I'm in Wellington, and have enough money! Go there, you pay a lot, but you get what you pay for.

Room tip: Get a room at the rear - they're quieter.
Date of stay: November 2022
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
Thank cdn n
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.
Raymond Faulkner, General Manager at Sofitel Wellington Hotel, responded to this reviewResponded 5 January 2023

Bonjour Kia ora cdn-npl, firstly and mostly, merci, nga mihi for your very extensive and encompassing review. Wow, you have really celebrated our room decorations and our room service, your take on Steak and fries, Biftek and Frites is something I think we might "steal with pride". Im especially grateful we upgraded your room type and you recognized it. Im not so computer literate, but if I can use your review as the model review, I will do so cdn-npl. At a time I needed a boost, your review has done just that, and I will be sure it energizes our team as well. Thankyou for your kindness cdn-npl, travel well, Raymond Faulkner, General Manager

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Reviewed 20 December 2022

Stayed at the hotel and came for dinner on Friday night. What else can I say except perfection. Steaks cooked wonderfully, very nice open kitchen and service very attentive and professional. Hard to find good steak houses in wellington so this was a great surprise.

Date of stay: December 2022
    • Value
    • Sleep Quality
    • Service
Thank matthewmL4896HS
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.
Raymond Faulkner, General Manager at Sofitel Wellington Hotel, responded to this reviewResponded 5 January 2023

Bonjour Kia ora matthewmL4896HS, mostly thankyou for the kind words and celebration of your dining experiance in Jardin Grill. I consider our restaurant a premium dining offer in the Wellington scene and Im constantly enamored by the praise afforded it by hotel and external guests. Its a key to our luxury offer, and Im really pleased you acknowledged it Sir. Thankyou again, and travel well Sir, Raymond Faulkner, General Manager

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Reviewed 18 December 2022

The hotel is on a steep incline but short walk to the city area and level ground. Easy walk across the street and up to the botanical garden area.
The rooms were small however and a challenge for two people wanting a chair and desk space. The lobby and bar also was small. Overall a nice place but wish rooms were larger.

Date of stay: December 2022
    • Sleep Quality
    • Cleanliness
    • Service
Thank FlyFishDan1
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.
Raymond Faulkner, General Manager at Sofitel Wellington Hotel, responded to this reviewResponded 5 January 2023

Bonjour kia ora FlyFishDan1, firstly and mostly thankyou for taking the time to score us and help position us on Tripadvisor.

You mentioned our location which is a value to many of our guests because of its 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.

Your reflection on the rooms size references our Classic rooms which are our lead in rooms, of which we have 24 of these, but most of our rooms are larger and provide a leisure chair and better workspace (at an incremental price). Your description will help other travelers understand the room types, so thank you for that direction Sir.

Merci again for your kind and generous score.

Thankyou again for supporting our hāpori, community.

Bienvenue, Nau mai, Welcome, Raymond Faulkner GM

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Reviewed 4 December 2022 via mobile

From check in to check out a great experience in difficult times.
Staff shortages in the industry make it hard for many hotels.
It pleasing to see the Sofitel Wellington doing a great job.
Trip was for our work Christmas function and rooms check in experience and breakfast all very good.
We will be back :).

Date of stay: December 2022
Trip type: Travelled on business
Thank Southerncut
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.
Raymond Faulkner, General Manager at Sofitel Wellington Hotel, responded to this reviewResponded 7 December 2022

Bonjour Kia Ora Southerncut,

We very much appreciate your comments regarding your stay at the Sofitel Wellington.

It was fantastic to read that you received the genuine and caring service you deserve from our staff. We look forward to sharing your kind comments with the entire team. I'm sure that everybody will be incredibly proud. It is wonderful to know from you that you were impressed with the buffet spread as well.

We greatly appreciate your recommendation and we eagerly await your return.

Bienvenue, Nau mai, Welcome,
Pramiti VIj,
Assistant Manager

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