SO/ Auckland 5 stars

Kia Ora, Thank you for sharing such a wonderful review of your recent stay at SO/ Auckland. We are thrilled to hear that your experience was exceptional from the moment you arrived. It is wonderful to know that our valet team made you feel warmly welcomed and that you enjoyed your complimentary suite upgrade. We are especially pleased that you felt well cared for throughout your stay and that our team's hospitality contributed to a truly luxurious experience. We are also delighted that you found your suite spectacular, clean, and comfortable. Your kind words are a great source of encouragement for our team, and we will be sure to share your compliments with everyone involved. Thank you once again for choosing SO/ Auckland. We look forward to welcoming you back for another memorable stay in the near future. Warm regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your wonderful feedback following your stay at SO/ Auckland. We are delighted to hear that you found our service professional and prompt, and that you enjoyed your comfortable, spacious, and well-presented room. It is always rewarding to know that our team's efforts contributed to a positive guest experience. Your kind words are greatly appreciated, and we look forward to welcoming you back to SO/ Auckland for another exceptional stay in the future. Warm regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed your stay and found SO/ Auckland to be a lovely place. We appreciate your concern regarding the NZD 100 bond. Please note that this amount is a pre-authorisation hold on your card rather than a charge. The hold is released on your departure day, so it will not appear as a refund transaction. Depending on your bank or card provider, it can take approximately 5–7 business days for the funds to become available in your account again. If it has been longer than this timeframe and the hold is still showing, we encourage you to contact us directly so we can investigate further and assist you. Thank you again for your feedback. We hope to have the pleasure of welcoming you back to SO/ Auckland in the future. Warm regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share such detailed feedback regarding your recent stay at SO/ Auckland. We are genuinely sorry to learn that your experience did not meet your expectations, particularly as a returning guest of the Accor family who is familiar with the high standards associated with our brands. Please accept our sincere apologies for the disappointment you experienced. We regret that the temporary closure of our rooftop bar was not communicated to you prior to your arrival or during check-in, and we understand how frustrating this must have been. We are also disappointed to hear that several aspects of our service fell short of the warm and attentive hospitality we strive to provide. Your comments regarding the interactions with our team, your check-out experience, and the communication surrounding your payment have been shared with the relevant department leaders for review and further coaching. We appreciate you also recognising the exceptional service provided by our breakfast team member. We will be sure to pass along your kind words to her. Your feedback regarding the pool facilities, towel availability, lighting, and the condition of the pillows has been noted and shared with our Engineering and Housekeeping teams for immediate review. Guest comfort and safety are priorities for us, and we appreciate you bringing these concerns to our attention. We also apologise for the lack of clarity surrounding the card surcharge and payment options. While the surcharge is outlined in the registration form signed at check-in, we recognise that this should have been communicated more clearly by our team to ensure you were fully informed of the available payment methods. We regret that this was not explained to you at the time and understand your frustration. We value your honest feedback, as it helps us identify opportunities to improve both our facilities and the service we provide. Although we understand your disappointment, we sincerely hope you may consider giving us another opportunity in the future to restore your confidence in SO/ Auckland and provide the experience you rightfully expected. Thank you again for sharing your experience with us. Warm regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for your wonderful review and for choosing SO/ Auckland to celebrate your husband's birthday. We are delighted to hear that the birthday surprise in your room added a special touch to your celebration. It is always our pleasure to help create memorable moments for our guests, and we're so pleased that you appreciated the dessert and birthday card. It's also wonderful to know that you enjoyed the soaking bathtub, our hotel facilities, and our breakfast with its beautiful harbour views. Your kind words mean a great deal to our team. Thank you once again for celebrating such a special occasion with us. We hope to have the pleasure of welcoming you back to SO/ Auckland for many more memorable stays in the future. Warm regards, On Behalf of SO/ Auckland