Bonjour / Kia Ora Brad, Thank you so much for your wonderful review and for sharing such lovely feedback with us. It is fantastic to hear that you enjoyed our location, rooms and outlook, and that our team helped make your holiday even more special. I am especially pleased to hear your kind words about the food and beverages, and our coffee! Thank you also for mentioning Antoine, Jenje, Matteo and our breakfast barista. I will be sure to share your recognition with them — it will mean a great deal to know they contributed to such a memorable stay. We truly appreciate your kind words and hope to have the pleasure of welcoming you back to Sofitel Queenstown again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Denise, Thank you for sharing your feedback. We are delighted to hear you enjoyed our friendly team, central location and comfortable rooms. We also appreciate your feedback on the breakfast selection and will certainly share this with our team as we continue to look for ways to enhance our offering. It was a pleasure having you stay with us, and we hope to welcome you back to Sofitel Queenstown Hotel & Spa again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Cameron, Thank you for taking the time to share your feedback. I am very sorry to hear that your experience in our Opera Suite did not meet the standards you expected from Sofitel, particularly given the rate of the suite. I completely understand your disappointment with the amenities and the condition of the lounge area. An Opera Suite should feel special and elevated, and from your comments, we clearly missed the mark during your stay. I also wish we had the opportunity to address these concerns while you were with us and make your experience more enjoyable. Your feedback is genuinely valuable as we continue working on improvements to the hotel, with exciting refurbishment plans ahead that will help elevate our rooms and overall guest experience. If there is anything I can do for you now, please do not hesitate to reach out to me directly. I would be very happy to assist in any way I can. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Cathy, Thank you so much for your lovely feedback and for choosing to stay with us once again. It truly means a lot to know that Sofitel Queenstown feels like home to you. We are delighted that the whole team made you feel so welcome, and I will be sure to share your kind words with everyone. We look forward to welcoming you home again very soon! Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Sue, Thank you so much for your wonderful feedback and for sharing your experience with us. We are delighted to hear that you felt warmly welcomed and well looked after throughout your stay. It is especially lovely to know that our team made both you and your guests feel so comfortable and accommodated. I will be sure to share your kind words with the team, as recognition like this means a great deal to all of us. We hope to have the pleasure of welcoming you and your guests back to Sofitel Queenstown again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Kerryn, Thank you so much for your wonderful feedback. We are delighted to hear that you had such a beautiful stay and found our location perfect for your visit. Your recommendation means a great deal to our team, and we hope to have the pleasure of welcoming you back to Sofitel Queenstown again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Madison, Thank you for sharing your feedback. I am sorry to hear that several aspects of your stay fell short of expectations, particularly the comfort of the bed and the issues with the coffee machine and TV remotes. We are also disappointed to hear that the breakfast selection and portion sizes did not meet your expectations. Your comments have been shared with our relevant teams so we can follow up on these areas. We are, however, pleased to hear that our team looked after you warmly, and we truly appreciate you recognising their service. We hope to have the opportunity to welcome you back and provide a much more comfortable and enjoyable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Patrick, Thank you for your wonderful review! We are delighted to hear you enjoyed our convenient location, comfortable stay and, most importantly, the friendly service from our team. It was a pleasure having you stay with us, and we hope to welcome you back to Sofitel Queenstown Hotel & Spa again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Connie, Thank you so much for your wonderful review and for sharing such lovely feedback about your stay with us. It is fantastic to hear that you enjoyed our central location, comfortable room and, most importantly, the attentive service from our Concierge and wider team. I will be delighted to share your compliments with our Chefs and dining teams as well – it is wonderful to know that the food across our three dining venues was a highlight of your stay. We are also so pleased you enjoyed your time at Sofitel Spa. Your recommendation means a great deal to us. Thank you again for choosing Sofitel Queenstown. We look forward to welcoming you back for another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Marcelo, Thank you for sharing your feedback with us. We’re pleased to hear you enjoyed our central location, found our team welcoming, and appreciated the size and cleanliness of your room. I’m sorry to hear that the bed and pillows were not as comfortable as you had hoped. We understand how important a comfortable night’s sleep is, and I’m pleased to share that we are currently in the process of replacing our beds, as part of our ongoing improvements. We also have some exciting refurbishment plans ahead next year, which will further enhance our guest rooms and overall experience. Thank you again for your honest feedback, and we hope to have the opportunity to welcome you back and provide you with a more comfortable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Jo, Thank you for sharing your feedback, and also for taking the time to speak with us directly after your stay. I’m pleased we were able to connect and address your concerns, and that we could find a way to make things right for you. I’m very sorry that the location of the room impacted your sleep and overall experience. We have noted your preference carefully, and I can assure you we will do our very best to avoid allocating you a room in this location on your future stays. I’m delighted to hear you’re planning to return to Queenstown next year. I would personally love to look after you and ensure your next stay is a much more comfortable and enjoyable one. We look forward to welcoming you back. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Debbie, Thank you for sharing your feedback. While I’m pleased you enjoyed our central location and overall stay, I’m very sorry that our housekeeping standards fell short during your visit. In particular, I apologise for the spa bath not being properly cleaned, especially as this was one of the reasons you selected the room. I’m also disappointed to hear that your concern at departure was met with a dismissive response. This is certainly not the level of care we want our guests to experience. I have shared your comments with our Housekeeping team, including the inconsistencies with milk and coffee replenishment, so we can reinforce the importance of checking all room features carefully and maintaining consistency throughout a guest’s stay. Thank you again for bringing this to our attention. We truly appreciate the feedback and hope to have the opportunity to provide you with a much better experience on a future visit. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Sue, Thank you so much for choosing Sofitel Queenstown to celebrate your 48th wedding anniversary with us! It is wonderful to hear that our team looked after you so well and that you enjoyed the service, as well as the breakfast selection each morning. We are delighted that you had such a memorable stay with us. A very happy belated anniversary to you both, and we would absolutely love to welcome you back to Queenstown for your next visit! Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Graham, Thank you for another wonderful review and for choosing to stay with us again. It is always such a pleasure to welcome you back, and we are delighted to know you had another great stay. A special thank you for mentioning Antoine, Emily, Karishma, Jayden and Ha Thu from Left Bank. I will be sure to share your kind words with each of them — it will mean a lot to know they helped make your stay special. We look forward to welcoming you back to Queenstown again soon! Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Michelle, Thank you so much for your wonderful review and for making Sofitel Queenstown your new favourite Sofitel worldwide! It is lovely to hear that from the moment you arrived, our team made you feel genuinely looked after and that you enjoyed our rooms, cosy bar, dining options and central location. A special thank you for recognising Ha Thu and Karishna, along with the rest of the team you interacted with. I will be delighted to share your kind words with them. We absolutely loved having you stay with us and look forward to welcoming you back to Queenstown for another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Shaun, Thank you so much for your wonderful rating! We’re delighted to hear that your stay exceeded all expectations. It was a pleasure having you with us, and we hope to have the opportunity to welcome you back to Sofitel Queenstown again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Shuhai, Thank you for taking the time to share such detailed feedback. I am genuinely sorry that your family’s five-night stay was impacted by so many issues across your rooms and different areas of the hotel. The concerns around the mattresses, heating, shower fittings, room allocation and missing furnishings are particularly disappointing. Having moved rooms several times, you should have experienced comfort and consistency throughout your stay. Our refurbishment plans, including improvements to our rooms and beds, are progressing, and your feedback highlights why this work is so important. Regarding the room entry, I would like to clarify that this was our evening turndown team attending to the room as part of the service. However, I completely understand how unsettling it would have been to return and find your personal belongings moved, and I am sorry for the concern this caused. Your feedback regarding breakfast, dietary requirements, communication and the conflicting check-out information has also been shared with our leadership team for review. I am truly sorry that we did not deliver the experience you expected from Sofitel. Although you have now departed, I would very much welcome the opportunity to speak with you personally. We would love the chance to turn this experience around, regain your trust and, should you choose to return, demonstrate the improvements we are working towards. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Dan & Fi, Thank you so much for your wonderful review and for sharing such lovely feedback about your stay with us. It is fantastic to hear you enjoyed the Opera Suite, our location, afternoon drinks and canapés, and our à la carte breakfast. Most of all, I’m delighted that Seemran and Antoine made such a memorable difference to your stay. I will be sure to share your kind words with them — they will be thrilled to know how much you appreciated their care and service. Thank you again for recommending Sofitel Queenstown. We would love to welcome you back for another special stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Shasti, Thank you for sharing your feedback and for highlighting our perfect location. We’re pleased to hear you enjoyed your stay overall. I’m sorry, however, that our room service and breakfast options did not meet your expectations, particularly when it came to choices for children and vegetarian options. Your comments are very helpful, and we’ll share them with our Food & Beverage team as we continue to review our menus and look for ways to offer a more varied selection. We hope to have the opportunity to welcome you and your family back and provide an even better experience next time. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa