Kia Ora A., Thank you for taking the time to share such a thoughtful review. We are delighted to hear that you enjoyed our central location, luxurious rooms, and the genuine hospitality of our team. It's especially pleasing to know that our colleagues were able to help you make the most of your time in Auckland with local recommendations and personalised service. At the same time, we truly appreciate your candid feedback regarding both the road noise and our gluten-free breakfast offerings. While we are pleased some team members were able to assist with your dietary requirements, we understand that the experience should have been consistently seamless throughout your stay. Your comments regarding the limited gluten-free options and the accessibility of breakfast accompaniments are valuable and have been shared with our Food & Beverage team for review. Thank you again for highlighting both what you loved and where we can do better. We hope to have the opportunity to welcome you back and provide an even more enjoyable experience, with a quieter room preference and an improved breakfast offering waiting for you. On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share such a wonderful review of your recent stay at SO/Auckland. We are delighted to hear that every aspect of your visit was "just right" and that you found your corner room on the 7th floor comfortable, quiet, and conducive to a relaxing stay. It is especially pleasing to know that our team's friendly service and attention to detail made a lasting impression, particularly the personalized touches such as remembering your coffee orders. We are also thrilled that you were able to enjoy the Executive Lounge during your stay. It is wonderful to hear that the afternoon canapés exceeded your expectations and provided memorable dining experiences. Your kind recognition of these offerings, along with the service provided by our team, is greatly appreciated. We are pleased that our central location allowed you to easily explore Auckland's restaurants, shops, public transport, and the vibrant Viaduct precinct while feeling comfortable and safe throughout your visit. As an ALL-Accor Platinum member, your loyalty means a great deal to us, and we are truly grateful for your continued support. Thank you for your generous recommendation and for choosing SO/ Auckland. We look forward to welcoming you back on your next visit to SO/Auckland and creating another exceptional experience for you. Warm regards, On Behalf of SO/ Auckland

Kia Ora, Thank you so much for choosing SO/Auckland to celebrate your wedding anniversary and for sharing such a wonderful review. We are truly delighted to hear that your special occasion was made even more memorable by your stay with us. It is especially rewarding to know that our team’s warm hospitality, beautiful location, and attentive service helped create an enjoyable experience for you and your partner. We are also pleased that you appreciated our valet service and enjoyed the buffet breakfast. Our culinary team takes great pride in delivering a memorable dining experience, so it is wonderful to hear that breakfast was a highlight of your stay and the perfect start to your day. Your kind words mean a great deal to us, and we will be sure to share them with the entire team. Knowing that we were able to play a small part in celebrating such an important milestone is incredibly special. Thank you again for your recommendation. We look forward to welcoming you back for your next anniversary, or any other special occasion, and creating many more memorable experiences for you in the future. Warmest regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your wonderful feedback about your recent stay at SO/Auckland. We are delighted to hear that you enjoyed your spacious room and experienced great service throughout your stay. It is especially pleasing to know that our friendly team made a positive impression on you, as providing warm and genuine hospitality is something we take great pride in. Your kind comments will be shared with our team, who will be encouraged to know that their efforts contributed to an enjoyable experience. 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 Michael P. A., Thank you for your lovely review! We’re delighted to hear that you enjoyed our well-appointed rooms, excellent pool, and restaurant with its beautiful Harbour views. It’s also wonderful to know that you found our location convenient and close to Waitemata Station. We truly appreciate your kind feedback and hope to have the pleasure of welcoming you back again soon. On Behalf of SO/ Auckland

Kia Ora David H., Thank you for taking the time to share your detailed feedback with us. We are very sorry to learn about what you discovered on the comforter on the morning of your departure. We completely understand how alarming and concerning this must have been, particularly at a five-star hotel. The condition you described is certainly not acceptable and does not reflect the high standards we expect from our housekeeping and linen processes. Please accept our sincere apologies for the oversight. We are also sorry that you took the time to email us about this after your stay and did not receive a response. This is certainly not the level of communication or care we aim to provide. We will ensure your feedback is shared with our Housekeeping and management teams so that the laundering, inspection, and replacement processes for our linen can be thoroughly reviewed and appropriate measures taken to prevent a similar occurrence. We are grateful to hear that, aside from this unfortunate incident, you enjoyed your five-night stay and appreciated our hotel and team. We truly value your feedback and hope we can have the opportunity to welcome you back and provide the seamless experience you should expect from SO/ Auckland. On behalf of SO/ Auckland

Kia ora Emily S., Thank you for your wonderful review and for choosing SO/ Auckland for another weekend away! We are delighted to hear that you enjoyed your two-night stay and had the opportunity to make the most of our facilities. It is especially wonderful to know that this was not your first stay with us and that you are already looking forward to returning. Your continued support means a great deal to our team. We truly appreciate your recommendation and look forward to welcoming you both back to SO/ Auckland for another memorable stay soon! On behalf of SO/ Auckland

Kia Ora Dominic M., Thank you for taking the time to share such detailed feedback with us. We are genuinely sorry that your stay did not meet the expectations you should have as a valued Accor member. We sincerely apologise for the issues you experienced with the room, including the smell, the delay in servicing your room, and the room change. We also regret the misunderstanding within our team regarding the room move and the room category provided. We understand how disappointing and frustrating this would have been, and we are sorry that the situation was not handled as smoothly as it should have been. We also appreciate your comments regarding our signature SO Scent and the strong chlorine smell in the lifts. Your feedback is valuable and will be shared with the relevant teams for further review. We are pleased to hear that you found our team lovely, enjoyed a very comfortable night's sleep, and that we were able to offer a small gesture regarding the sparkling water. However, we recognise that this did not fully address the concerns you experienced during your stay. Our Duty Manager has also attempted to contact you directly to follow up on your experience, although we have not yet received a response. We would genuinely welcome the opportunity to speak with you and better understand your concerns. Thank you again for your honest feedback. We sincerely hope to have the opportunity to restore your confidence in SO/ Auckland on a future visit. On Behalf of SO/ Auckland

Kia Ora Nyetta E. S. C., Thank you so much for your wonderful review! We are delighted to hear that you had such an enjoyable and comfortable stay at SO/ Auckland. It is fantastic to know that you appreciated our relaxing atmosphere, quiet surroundings, comfortable rooms, and convenient location. Most importantly, we are thrilled that our team made you feel welcomed with their warm and accommodating service. Your kind words will be shared with the team, as they are a wonderful encouragement to us. We truly appreciate you choosing to stay with us and look forward to welcoming you back to SO/ Auckland again soon! On behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your feedback. We are sincerely sorry to learn that your anniversary celebration did not meet the expectations you had for such a special occasion. We regret the confusion and frustration regarding your room allocation upon arrival. While the rooms discussed were within the same booked category, differences in layout and configuration can sometimes result in a different feel and perception of space. We are sorry that this was not communicated more clearly and that the experience left you feeling unheard. Providing a welcoming and respectful experience for all guests is extremely important to us, and we regret that your interaction at the front desk did not leave this impression. We are also disappointed to hear about the delay with your room service order. While we are pleased that our team was able to offer a gesture of goodwill, we understand this did not make up for the inconvenience and disappointment caused by the oversight. Your comments have been shared with the relevant teams so that we can review both the communication surrounding room allocations and the handling of guest orders. We appreciate you bringing these matters to our attention, as feedback such as yours helps us improve. We sincerely apologize that your anniversary getaway was not the memorable experience you had hoped for and thank you for giving us the opportunity to learn from your experience. Kind regards, On Behalf of SO/ Auckland

Kia Ora Aiden A., Thank you for taking the time to share your feedback with us. We are sincerely sorry that your experience with the check-in process and initial room did not meet the standards you should expect from SO/ Auckland. We understand how disappointing it must have been, particularly after your room preference had been confirmed in advance, only to find that this was not reflected upon arrival. We also apologies for the maintenance and cleanliness issues you encountered in the room. While we are pleased that our Duty Manager was able to recognize the concerns, reach out proactively, and offer a resolution, we appreciate that these issues had already affected your confidence in your stay. Your feedback regarding the service provided by our team, as well as the room preparation and maintenance, has been noted and will be shared with the relevant departments to help us improve. We are grateful that there were no further concerns following the room change, but we fully understand your hesitation about returning. We truly hope to have the opportunity to restore your confidence in SO/ Auckland and provide you with the seamless and attentive experience you deserve on a future visit. On Behalf of SO/ Auckland

Kia Ora, Thank you for sharing your wonderful feedback following your recent stay at SO/Auckland. We are delighted to hear that you felt very well looked after during your visit. Your kind words about our team at Reception, the rooftop bar, the restaurant, and breakfast service are truly appreciated. Providing warm, attentive service is something we take great pride in, and it is rewarding to know that our colleagues helped make your stay memorable. We will be sure to share your compliments with the entire team, who will be thrilled to know their efforts made such a positive impression. Thank you once again for your recommendation. We look forward to welcoming you back to SO/Auckland for another exceptional stay in the near 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 overall and that you chose to stay with us again. However, we are sorry to learn that the pool temperature did not meet your expectations and that the sauna was unavailable during your visit, particularly as access to these facilities was one of the main reasons for your stay. Please accept our sincere apologies for the disappointment this caused. Guest comfort is very important to us, and we understand how frustrating it can be when anticipated facilities are not operating as expected. We appreciate you bringing this to our attention, and your feedback has been shared with the relevant teams for review. Thank you again for your comments, and we hope to have the opportunity to welcome you back to SO/Auckland for a much-improved experience in the future. Warm regards, On Behalf of SO/ Auckland

Kia Ora Jazz P., Thank you for taking the time to share your feedback with us. We’re sorry to hear that your stay did not fully meet your expectations and that you left feeling that you didn’t receive the value you were hoping for. We understand that choosing a hotel is an important decision, and we regret that we were unable to provide you with the experience you expected during your visit. Your comments are important to us, as guest feedback helps us identify areas where we can improve and ensure we are delivering a better experience for our guests. We appreciate you being honest about your experience, and we will take your feedback seriously. We hope that, despite your disappointment, you might consider giving us another opportunity in the future so we can provide you with the level of service and hospitality that we strive to offer every guest. Thank you again for staying with us and for sharing your thoughts. On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your wonderful feedback following your recent stay at SO/Auckland. We are delighted to hear that you enjoyed the comfortable bed, amazing service, and great facilities. Our team is dedicated to creating memorable experiences for our guests, and it is incredibly rewarding to know that we succeeded in making your stay enjoyable. Your kind words will be shared with the entire team, who will be thrilled to know their efforts were appreciated. Thank you once again for choosing SO/Auckland. We look forward to welcoming you back for another exceptional stay in the near future. Kind regards, On Behalf of SO/ Auckland

Kia Ora Neil P., Thank you so much for taking the time to share your feedback with us. We’re delighted to hear that you enjoyed our central location and found it so convenient for getting around. Being close to the bus routes and ferries makes it easy to explore the area, while having a great selection of restaurants, cafés, and shopping options nearby adds to the convenience of staying with us. It’s wonderful to know that our location helped make your stay more enjoyable and allowed you to make the most of everything the area has to offer. We truly appreciate your kind comments and hope to have the pleasure of welcoming you back for another enjoyable stay in the future! On Behalf of SO/ Auckland

Kia Ora Belinda Kerr- Ridge, Thank you for taking the time to provide such detailed and honest feedback following your recent stay with us. We are pleased to hear that you enjoyed your overall stay, particularly the room service and your experience at the Hi-So Bar. However, we are genuinely disappointed to hear that your visit did not meet the standard you have experienced from us in the past. We sincerely apologies for the inconvenience and disappointment caused by the sauna being unavailable during your stay. We completely understand that this was an important part of your decision to stay with us, particularly given how much you have enjoyed using it on previous visits. We also acknowledge your feedback regarding communication. Where a key facility is unavailable, we agree that guests should be informed before arrival wherever possible, and we are sorry that this did not happen on this occasion. We are equally concerned to hear about your experience with the bath fitting. The fact that the issue was not properly resolved after you initially brought it to our attention is certainly not the level of care we aim to provide. We understand why you chose not to use the bath again, and we apologies for the frustration and inconvenience this caused. Your comments regarding the condition of the fitting and the subsequent repair have been noted and will be followed up with the relevant team. We are also sorry that our breakfast and overall service did not meet your expectations. While we are grateful that the room service and Hi-So Bar provided positive experiences, we recognize that consistency across the hotel is important, particularly when we are entrusted with providing a five-star experience. Most importantly, we appreciate you being a returning guest and sharing how this stay compared with your previous visits. We take your comments seriously, particularly your concerns that standards have slipped, and your feedback will be shared with our management and operational teams for review. We are genuinely sorry that this experience has affected your confidence in returning to us. We understand that you have chosen to stay elsewhere in the future, but we sincerely hope we may have the opportunity to regain your trust and demonstrate the level of service, care, and attention to detail that you should reasonably expect from us. On Behalf of SO/ Auckland

Kia Ora Edward G., Thank you for taking the time to share your feedback with us. We’re pleased to hear that you found our hotel solid and enjoyed our great location. It’s wonderful to know that the convenience of being close to the surrounding attractions and amenities added to your overall experience. We’re sorry, however, that the sauna was not working during your stay. We understand that access to the hotel’s facilities can be an important part of the experience, particularly when you are looking forward to some time to relax and unwind. Please accept our apologies for the inconvenience and disappointment this may have caused. We appreciate you bringing this to our attention, and we are continuing to address the issue to ensure the facility is available and operating properly for our guests. Thank you again for your valuable feedback, and we hope to have the opportunity to welcome you back and provide you with a more enjoyable experience next time. On Behalf of SO/ Auckland