索菲特奧克蘭高橋港酒店(Sofitel Auckland Viaduct Harbour)

Unhelpful and rude staff especially the housekeeping staff. Room wasn’t cleaned most days till 4pm and then it was an effort when we asked for clean towels. For a 5 star hotel it was more like 1.5 stars for customer service. On the plus side, it’s in a nice location with a short walk into the main centre of town.

Overall the Sofitel is a beautiful hotel, unfortunately the view was of a bus station, and we had to debate with a staff to get a seat in the dining room, other than the one where the buffet was even though there were clearly other tables available! And you must ask fur an extra hot coffee otherwise it comes out cold!

The room was so cold and no operable heat. They claimed they had to order a new coil for the heater and that it wouldn’t arrive until after I left. They had to bring me another think blanket and a portable heater that kept me up due to the noise it generated. They said they would have comped me 50% of the room but could not because I booked through here. So I was not compensated. Horrible experience for a luxury line for the price I paid.

The hotel has a great location The staff is really lovely They just need to improve on their delivery Service could be faster And rather questionable at times Overall great

飯店本身很好很乾淨。他們試圖顯得別緻和舒適，但工作人員不是很有幫助，當我們對給我們的房間表示失望時，他們試圖讓我們到處亂跑。請注意，您的城市景觀是公車停車場。如果您想要海港或中庭景觀，則需要升級。他們告訴我們，他們試圖聯繫我們，將我們的房間換成中庭景觀，但從未在我們的房間裡留下紙條，也沒有在我們的房間電話上留言。然後當他們看到我們時說它不再可用。對於一家高端酒店來說，我發現這是不可接受的。他們為我們提供了延遲退房和在酒吧喝了幾杯來緩解我們的挫敗感。鑑於客戶服務令人失望。

預訂並全額預付了“豪華房”，但得到的是最基本的房型（下兩層）。那個特別的房間正對著一個繁忙的建築工地，散發著霉味，第二天早上我們醒來，腿上都被臭蟲咬了。噁心。同樣令人失望的是：該酒店如何處理這種情況。辦理入住手續時，我被簡單告知我預訂了一間「高級客房」。在仔細檢查我的預訂後，我提出投訴，導致辦理入住的人員假裝不明白我的意思。在升級到飯店經理後，他嘴裡的第一句話是「哦，我知道我們沒有您最初預訂的房間 - 該房間有問題」。指出我在辦理入住時沒有被告知情況，為我們辦理入住的人完全撒了謊，堅稱她已經通知了我們（她沒有），而且她甚至給了我們進入俱樂部的免費飲料（後者是正確的，但沒有給出任何解釋- 似乎也不是適當的補償）。飯店經理的第二句話：「既然您透過********預訂並預付款，我們無能為力 - 通常我們會退款給您」。這導致了許多來回，從提供免費飲料到最後我們獲得 10k 忠誠度積分。所有這些都是在我們看到房間的所有問題之前發生的（面向建築工地，頂部散發著黴菌和臭蟲的氣味）。唯一好的經驗是********最終全額償還了我們的費用。