Bonjour / Kia Ora Frasier, Thank you so much for your wonderful review and for continuing to choose Sofitel Queenstown year after year. It is always a pleasure to welcome you back, and we are delighted to know that our team continues to make you feel so warmly welcomed. We are thrilled you enjoyed our central location, comfortable rooms and the convenience of being right by the ski bus and Queenstown’s shops and restaurants. It is also lovely to hear that our Reception and Front desk teams were always happy to assist with your skis and anything else you needed. I will be sure to share your kind words with the team. We look forward to welcoming you back again for another Queenstown stay. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Nickolas, Thank you for your wonderful review. We are delighted to hear you enjoyed our central location and experienced such a warm welcome from our team. It is especially lovely to hear your kind words about Florencia. I will be sure to share your thanks with her, as well as with our reception team. Knowing that their care and professionalism contributed to such a positive stay means a great deal to us. We hope to have the pleasure of welcoming you back to Sofitel Queenstown Hotel & Spa again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Kashi, Thank you for taking the time to share such honest feedback following your stay with us. I’m pleased to hear that you enjoyed our central location, breakfast and, especially, the service from our Concierge team. I’ll be sure to share your kind recognition with the team. I’m sorry, however, that the room and overall feel of the hotel did not meet the Sofitel experience you were expecting. Your comments about the blank walls and the room feeling less homely are well understood. The sense of warmth, character and attention to detail is an important part of what we want our guests to experience, and I appreciate you highlighting where we have fallen short. We have exciting plans in progress to further elevate our guest rooms and public spaces, including the overall look and feel, and feedback such as yours is valuable as we move these plans forward. Thank you again for your comments. We hope to have the opportunity to welcome you back in the future and provide the experience you rightly expect from Sofitel. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Marcel, Thank you for your wonderful review and for sharing such lovely feedback about your stay with us. We’re delighted you enjoyed your room, the views and our central location, but especially pleased to hear how much you appreciated the warmth and helpfulness of our team. Your kind words about our Reception team mean a great deal, and I’ll be sure to share your feedback with them. It was a pleasure having you stay with us, and we hope to welcome you back to Sofitel Queenstown again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Sue, Thank you for your wonderful feedback and for rating your stay so highly. We’re delighted to hear you enjoyed our central location, making it easy to explore Queenstown on foot, as well as the comfort and service of your room. It’s especially lovely to hear that our team were all helpful and attentive throughout your stay. I’ll be sure to share your kind words with the whole team, as recognition like this means a great deal to us. We hope to have the pleasure of welcoming you back to Sofitel Queenstown Hotel & Spa again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Jacqueline, Thank you for your wonderful feedback and for the perfect rating! We’re delighted you enjoyed our central location and found it convenient for exploring Queenstown. We hope to have the pleasure of welcoming you back again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Mark, Thank you so much for your wonderful review! We’re delighted to hear you enjoyed our central location, quiet rooms and, especially, our fantastic mattresses. It’s also lovely to know that the service from the whole team made such a positive impression. Your kind words mean a lot to everyone, and we hope to welcome you back to Sofitel Queenstown again soon! Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Mark, Thank you so much for your wonderful 100/100 review and for sharing such thoughtful feedback. We’re delighted to hear you enjoyed our central location, your suite upgrade, and the pre-dinner drinks and canapés in Le Salon Rouge. It’s always lovely to recognise and reward our loyal guests, and we’re so pleased the extra space added to your stay. Thank you also for the suggestion regarding non-alcoholic cocktails. We completely understand that non-drinkers would appreciate something a little more special than a soft drink, and we’ll certainly share this feedback with our bar team. We’re also sorry that your mocktail request caused some confusion on the evening. It’s wonderful to know you found your suite clean and comfortable, and that breakfast and valet parking made your stay even more enjoyable. We also appreciate you pointing out the small areas of wear and tear, as well as your suggestion regarding casting to the TV. These are exactly the kind of details that help us continue to improve. Thank you again for choosing Sofitel Queenstown. We hope to have the pleasure of welcoming you back for another stay very soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Dean, Thank you for taking the time to share your feedback following your seven-night stay with us. I’m pleased to hear that you enjoyed our convenient location, spacious and warm room, and appreciated the daily non-alcoholic beverage top-up. I’m sorry, however, that some aspects of our service did not reflect the level of personal and attentive hospitality we aim to provide at Sofitel. In particular, I regret that you were not addressed by name during your stay and that some of your questions were not followed up with the assistance you deserved. Your experience with the firm pillow request is also disappointing and certainly not the appropriate solution. Your comments are very valuable, and I will be sharing them with our Front Office team to reinforce the importance of personal recognition, taking ownership of guest enquiries, and finding the right solution rather than simply providing a workaround. Thank you again for your honest feedback. We’re pleased you overall enjoyed your stay, and we hope to have the opportunity to welcome you back and provide the more personalised five-star experience you expected. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Peta, Thank you so much for taking the time to share such thoughtful feedback. We are delighted to hear that you had such a comfortable and welcoming stay with us. It is particularly lovely to know that our team’s warm welcome, responsiveness and willingness to assist made a difference to your experience. After a long flight, being personally escorted to your room and shown around is exactly the kind of arrival we want our guests to enjoy. Thank you also for mentioning Shakthi, Matt and our Concierge team. I will be sure to share your kind words with them and the wider team. It is always incredibly rewarding for our colleagues to know their professionalism and genuine care have been noticed and appreciated. We hope to have the pleasure of welcoming you back to Sofitel Queenstown Hotel & Spa on your next visit to Queenstown. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Eun, Dear Guest, Thank you so much for your wonderful review and for taking the time to share such lovely feedback. It is fantastic to hear that you felt warmly welcomed from the moment you arrived. I’m especially pleased that you enjoyed our central location, breakfast and welcome drink, and found your room both clean and comfortable. Most importantly, thank you for recognising our team. Your kind words about their friendliness and attentive service mean a great deal, and I will be delighted to share your feedback with everyone. We would be absolutely delighted to welcome you back to Sofitel Queenstown on your next visit! Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Sue, Thank you for your wonderful review! We’re so pleased to hear that you enjoyed your stay and found our team friendly and welcoming. We also appreciate your feedback on the breakfast selection and will certainly keep this in mind as we continue to look for ways to enhance our guests’ experience. It was a pleasure having you stay with us, and we hope to welcome you back to Sofitel Queenstown again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Chien-Wen, Thank you for sharing your wonderful feedback. It is fantastic to hear that you enjoyed the service throughout your stay and that our team, particularly our breakfast and valet colleagues, made such a positive impression. I’m also delighted to know you found the room cleaning to be fantastic and our WiFi and departure experience to your satisfaction. Thank you as well for your feedback on the breakfast selection and value for money. We are always looking at ways to enhance our offering, and comments like yours are very helpful as we continue to improve the overall guest experience. 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 Christine, Thank you for taking the time to share such detailed feedback following your stay with us. I’m pleased to hear that you found your room lovely, however I am very sorry that the overall experience fell well short of what you have come to expect from Sofitel, particularly having stayed with us at our sister properties. We certainly understand how disappointing this must have been. The noise from the sports bar and the location of your room is not the peaceful experience we want our guests to have. We appreciate your feedback regarding double glazing and will ensure this is shared with our team as we continue to review ways of improving the comfort of our rooms. I am also disappointed to read about the delays in the bar and restaurant, the missing ingredients from your salad, the dessert quality and the incorrect pricing on your bill. These are several points where we should have delivered a much more seamless experience, and I sincerely apologise that you had to follow up with us to have these matters addressed. It is encouraging to know that our Reception team member on the evening of Monday 17 August was sympathetic and took ownership of the situation, including arranging complimentary drinks for your room. I will make sure your recognition is shared with them personally. Your feedback has been shared with our Food & Beverage team, as there are clear opportunities for us to improve. We are genuinely sorry that this stay did not reflect the level of service and experience associated with the Sofitel brand, and we hope we may have the opportunity to restore your confidence in us in the future. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Richard, Here’s a warm and personal response that reflects the detail they shared: Dear Guest, Thank you so much for your wonderful 100/100 review and for taking the time to share such detailed feedback about your stay with us. It is fantastic to hear that our location made your ski holiday so convenient, from the ski bus and rental centre right across the road to being so close to everything Queenstown has to offer. We are equally delighted that our team made you feel so warmly welcomed throughout your stay. Your kind words about the service, concierge team, and our afternoon tea and canapés will be shared with the team — they will be thrilled to know how much you enjoyed these touches. I am particularly pleased to hear that you both enjoyed the Greenstone Ritual after your days on the slopes. It sounds like the perfect way to unwind and relax during a ski holiday! Thank you again for choosing Sofitel Queenstown Hotel & Spa. Knowing that we would be your first choice for your next visit is the greatest compliment we could receive. We look forward to welcoming you both back for another memorable Queenstown adventure. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Dhruv, Thank you for taking the time to share your feedback. I am genuinely sorry that your recent stay did not reflect the experience you should expect from Sofitel Queenstown, particularly as a returning Accor Gold member. I completely understand your frustration. Having requested an early check-in twice, it is disappointing that your room was still not ready by our standard 3:00pm check-in time. The issues you then experienced at departure, including the incorrect charge, the lengthy check-out process and subsequently having to contact us regarding a duplicate charge, are certainly not the smooth and professional experience we aim to provide. Your comments around our team’s familiarity with procedures are particularly important to me. We are actively focusing on training and consistency across our Front Office team, and your experience highlights where we need to do better. You should never have had to rely on our own signage to have the correct amount charged, nor should you have had to follow up after departure to resolve a duplicate payment. I am pleased that you recognised our facilities and location, but I appreciate that these positives do not make up for the service shortcomings you encountered. Please accept my sincere apologies for letting you down on this occasion. I would very much appreciate the opportunity to restore your confidence in us and hope we can welcome you back for a stay that reflects the Sofitel experience you know and expect. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Anna, Thank you for taking the time to share your feedback, and more importantly, thank you for returning to us for your 21st stay and for choosing Sofitel to celebrate your anniversary each August. It truly means a great deal to us to welcome you back year after year. I’m delighted to hear that our F&B team continue to make you feel recognised and welcomed. However, I’m very sorry that housekeeping fell short during this stay. The room not being ready on time, missing amenities and bathrobes, and the inconsistent turndown service are certainly not the level of service we aim to provide, particularly for such a valued returning guest. I have shared your feedback with our Housekeeping leadership team so we can address these inconsistencies with the team. We sincerely appreciate your continued loyalty and hope to make your next anniversary stay a much more seamless and memorable experience. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Luke, Thank you for your wonderful review and for sharing such lovely feedback. We’re delighted to hear you enjoyed our central location, magnificent room and, most importantly, the warm and friendly service from our team. It’s always lovely to know that the welcome made such a great impression, even if the farewell came too soon! We hope to have the pleasure of welcoming you back to Sofitel Queenstown Hotel & Spa again soon. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa

Bonjour / Kia Ora Kyle, Thank you for taking the time to share your feedback. I’m pleased to hear that you found our service and room comfortable, although I’m very sorry that the view did not meet the expectations created when you made your booking. I completely understand your disappointment, particularly if the images and information you viewed when booking suggested an uninterrupted mountain view. As your reservation was made through Booking.com, we will certainly look into how the room category and associated imagery are currently being presented on their platform, as we want to ensure that the information our guests see when booking accurately reflects the experience they can expect. We appreciate you bringing this to our attention and sincerely apologise for the frustration caused. We hope to have the opportunity to welcome you again and provide an experience that better reflects the standards we aim to deliver. Kind regards, Pradnya Lohate Front Office Manager Sofitel Queenstown Hotel and Spa