Bonjour / Kia Ora Vincent, Thank you for sharing your feedback. While we are pleased that you recognised our team's efforts to assist, we are disappointed that other aspects of your stay did not meet your expectations. Regarding the upgrade, we would like to clarify that lake views are exclusive to our Penthouse accommodation. Understanding there may have been some confusion with your subsequent stay at Hotel St Moritz, our team genuinely endeavoured to find an alternative that would make your stay special. The Opera Suite, featuring a private balcony and outdoor spa pool overlooking the lake, was offered at a significantly reduced upgrade rate of $700 NZD, compared to its usual rate of $1,200–$1,800NZD. We are, however, sorry that the preparation and condition of the suite fell short of expectations, and your comments have been shared with our Housekeeping team. Regarding your dining experience, we were genuinely concerned to hear the following morning that you had felt unwell after consuming the clams. We immediately offered to arrange a medical consultation at the hotel's expense and proposed a formal investigation, including food sampling and escalation to the relevant authorities, should you wish to proceed. Both offers were declined. We also reviewed the matter internally, and no similar concerns were reported by other guests who had consumed the same dish. While we cannot dismiss your experience, without further investigation we are unable to establish a connection between the dish and the illness reported. During our subsequent discussion, we also explored several ways to acknowledge your disappointment and assist with your onward arrangements. These included a reduction in your valet parking charges, complimentary additional parking, removal of the final night's suite upgrade charge and a complimentary transfer to your next hotel. We are sorry that, despite these efforts and the additional gestures extended, your overall experience did not leave you with the impression we would have wished. We remain committed to ensuring our guests feel genuinely cared for and that concerns are addressed with sincerity and fairness. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Elly, Thank you for taking the time to share your feedback following your stay with us. While I am pleased to hear you enjoyed our breakfast selection, the welcome ginger drink and some of the thoughtful touches throughout your stay, I am genuinely sorry that the service fell short of your expectations. In particular, I apologise for the delay in delivering your luggage despite being aware of your prior engagement, as well as your room not being serviced the following day, leaving you to request essential amenities. This is certainly not the level of attentiveness or care we strive to deliver, and I appreciate the frustration this must have caused. Your comments regarding the overall atmosphere and the sense of connection you have experienced at other Accor properties are equally important. We want every guest to feel a genuine sense of welcome and belonging, rather than simply experiencing the facilities of our hotel. Please be assured that your feedback has been shared with our leadership team for review. We also appreciate your comments regarding the overall feel of the property. Plans are in progress for further refurbishment next year, as part of our ongoing commitment to enhancing the guest experience. Thank you again for your honest feedback. I sincerely hope we may have the opportunity to welcome you back and provide the warm, thoughtful and personalised Sofitel experience you rightly expect. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Michael, Thank you for sharing your experience with us. We are delighted to hear you enjoyed our central location, the comfort of your room and thoughtful touches such as the heated bathroom floors. It is wonderful to know that both breakfast and dinner made your stay even more memorable. We also appreciate your feedback regarding the cupboard access and room layout, and will keep this in mind as we continue to enhance our guest experience. It was a pleasure having you with us, and we look forward to welcoming you back to Sofitel Queenstown Hotel & Spa. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Susan, Thank you for your lovely feedback. We are delighted to hear that our team made you feel so welcome and that you enjoyed the surroundings. We sincerely apologise for the cleanliness oversight in your bathroom. Your comments have been shared with our Housekeeping team to reinforce our attention to detail. We appreciate you bringing this to our attention and hope to have the pleasure of welcoming you back to Sofitel Queenstown. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Trevor, Thank you for your wonderful feedback. We are delighted to hear that your experience was faultless and that you enjoyed your time with us. Your kind words mean a great deal to our team, and we look forward to welcoming you back to Sofitel Queenstown Hotel & Spa. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Keat, Thank you for sharing your feedback. While we are pleased to know that you enjoyed most aspects of your stay, I sincerely apologise that your room had not been serviced by the time you returned at 4pm on your final day. This is certainly not the level of service we strive to deliver. I understand that you have already raised your concerns, and I trust that our General Manager’s response has addressed your complaint. Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in Sofitel on a future visit. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Mathew, Thank you for your lovely feedback and for recognising our team’s efforts. We are delighted to hear that our staff made such a positive impression during your stay. We are, however, sorry that we were unable to meet your expectations regarding the room view. We hope to have the pleasure of welcoming you back to Sofitel Queenstown for an even more memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Helen, Thank you for choosing to stay with us again and for taking the time to share such detailed feedback. We are delighted to hear that you enjoyed another stay at Sofitel Queenstown, particularly the warm hospitality of our team, the comfort of your room and your experience at Le Salon Rouge. We appreciate your comments regarding the arrival experience and will continue to look at how we can make our entrance and arrival experience more welcoming. Your feedback regarding Platinum recognition, room positioning and the continental breakfast selection is also valued and will be shared with our relevant team leaders for review and improvement. It is wonderful to know that you enjoyed our Apero Chic experience. Thank you also for highlighting the canapés and seating arrangements, as your observations help us identify where we can further enhance the guest experience. We look forward to welcoming you back for a third visit and another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora David, Thank you for sharing your feedback. We are delighted that you enjoyed our central location, the cleanliness of the accommodation and the friendly service from our team. We are, however, sorry to hear that the bed did not provide the comfort you were hoping for. Your comments are appreciated and will be shared with our team as we continually look for ways to enhance our guests' experience. We hope to have the pleasure of welcoming you back to Sofitel Queenstown Hotel & Spa. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Tony, Thank you for your wonderful feedback and for choosing Sofitel Queenstown Hotel & Spa as your base during your five-night stay. We are delighted our location made it easy for you to enjoy your cruises, excursions and dining experiences around Queenstown. It is especially lovely to hear that our team made such a positive impression across breakfast, drinks, dinner and reception. I will be sure to share your kind recognition with our team, particularly Calum from our concierge team. Thank you also for bringing the moving shelf above the bar fridge to our attention. Please accept our apologies for this safety concern. We will ensure it is brought to the attention of our Maintenance team for prompt inspection. Regarding your question about the ALL membership dining benefits, the programme benefits have recently changed. The previous 50% dining discount (buy one meal, get the second free) has been replaced with a 30% discount on food and 15% on beverage. We hope to have the pleasure of welcoming you back to Queenstown for another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Tracey, Thank you for sharing such a wonderful review. We are delighted to hear that your experience was exceptional from the moment you arrived, and that the welcome drink and thoughtful in-room touches made your stay even more special. Your kind words mean a great deal to our team, and we look forward to welcoming you back to Sofitel Queenstown for another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Samuel, Thank you for sharing such thoughtful feedback and for choosing to spend this special time with us. It is wonderful to know that our team helped make your stay meaningful and that their warm hospitality, local recommendations and thoughtful check-ins made you and your wife feel at home. Your kind recognition of Tusar, Seemran, Raya and myself is sincerely appreciated and will be shared with the team. I am equally grateful that you brought the areas for improvement to our attention. Please accept our apologies for the inconsistencies with the breakfast coffee, the bed comfort and the missing robe and replenishment of toilet paper. These details are important to the overall experience, and your feedback has been shared with the relevant teams for attention. We hope to have the pleasure of welcoming you and your wife back to Sofitel Queenstown for another memorable occasion. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Jane, Thank you for your lovely feedback. We are delighted you enjoyed our warm welcome and found Sofitel Queenstown a convenient base for exploring Queenstown and its beautiful surroundings. It was a pleasure having you with us, and we hope to welcome you back for another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Greg, Thank you for sharing your feedback and for your lovely comments. We are delighted you enjoyed our central location, the comfort of our hotel, and the warm service of our team. We hope to have the pleasure of welcoming you back to Sofitel Queenstown Hotel & Spa. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Penny, Thank you for your wonderful review. We are delighted to hear how much you enjoyed your stay with us. It is lovely to know that the comfort and thoughtful touches of your room, together with the recognition and privileges of your Accor Platinum membership, made your experience so special. We are particularly pleased that you enjoyed our afternoon tea and evening drinks and canapés. It was a pleasure having you with us, and we look forward to welcoming you back to Sofitel Queenstown Hotel & Spa for another memorable stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Tayla, Thank you for your wonderful feedback and for recommending Sofitel Queenstown Hotel & Spa. We are delighted to hear that our team made such a positive impression through their warm and attentive service, and that you enjoyed the comfort of your room, heated bathroom floors and spa facilities. We also appreciate you bringing the cleanliness of the room surfaces to our attention. Please accept our apologies for the dust you encountered. Your feedback has been shared with our Housekeeping team. It was a pleasure having you stay with us, and we look forward to welcoming you back for another memorable experience. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Michael, Thank you for sharing your lovely feedback. We are delighted to hear that our team made you feel welcome through their friendly and professional service. It is also wonderful to know that you enjoyed our central location. We truly appreciate your kind words and look forward to welcoming you back to Sofitel Queenstown Hotel & Spa. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Tapfumaneyi, Thank you for sharing such a wonderful review. We are delighted that your stay was everything you hoped for, from the warm welcome and seamless arrival to the elegance of our Opera Suite and the pleasure of dining with us. Queenstown’s breathtaking lake, mountain and township views certainly make for a memorable setting. A special thank you for recognising Antoine. We will be delighted to share your kind words with him, as we know how much it means to be recognised for creating a memorable dining experience. It was a pleasure to have you with us at Sofitel Queenstown Hotel & Spa, and we look forward to welcoming you back for another beautiful stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa