SO/ Auckland 5 stars

Customer review rating (ALL Rating) 4.4/5 2,339 reviews

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67 Customs Street East, Auckland CBD, Auckland Central, 1010 AUCKLAND, New Zealand

Description

Hotel extras

  • Home to social butterflies, HI-SO is Auckland's hippest rooftop bar

  • Choice of elements-inspired room design; Liquid, Vapour or Solid.

  • SO/ SPA.

Our accommodation(s)

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Hotel location

SO/ Auckland

67 Customs Street East, Auckland CBD, Auckland Central
1010 AUCKLAND
New Zealand

GPS:-36.845421, 174.768507

Telephone
Fax +64 9 379 1861

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
Near the property
  • Car park

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.4/5  2,339 reviews

Customer review rating 4.0/5

Janice C. Couples - Confirmed reviews ALL

Only stayed one night, but room was clean and comfortable. Would recommend.

Kia Ora, Thank you for your kind review. We are pleased to hear that you found your room clean and comfortable, even during your short one-night visit. Your recommendation means a lot to us. We hope that next time you’ll be able to stay a little longer and enjoy more of what we have to offer. We look forward to welcoming you back soon. Sincerely, On Behalf of SO/ Auckland Team

Customer review rating 3.0/5

Amelia O. Solo - Confirmed reviews ALL

The room and inclusions were so good I had amazing views over the waterfront and felt very taken care of in the lounge and the restaurant. When things were going as they were supposed to everything was great. I was also grateful for midday late checkout and although I would have loved later the hotel was fully booked so I understand I already had a great opportunity to stay a bit longer. The only disappointment was that I couldn't use the bath because the plug was malfunctioning and it wouldn't hold water. I had spent the weekend cold and muddy in Rotorua and was looking forward to a night of relaxing before flying home so being able to use the bath was the whole reason I booked the room. Only staying one night meant there was no opportunity to have it fixed which I understand but I mentioned it immediately and the staff on the desk told me they would call to let me know a solution. Unfortunately I didn't hear anything. I mentioned it again in the morning and also on check out and although the staff were apologetic they did not offer any solution or suggestions. I was mostly disappointed that I never got the initial follow up promised when I initially reported it and there was no acknowledgement that a key feature of the suite was unusable. I promise I am not a complainer, I don't usually leave a review at all but the rest of the experience was so perfect that this detail really stood out. I would absolutely come to SO again in the future but I would hope that this is a one time unlucky issue.

Kia Ora, Thank you for your detailed feedback and for your loyalty as a Platinum member. We’re delighted you enjoyed the location, waterfront views, lounge service, and late checkout. However, I sincerely apologize for the bath plug issue and especially for the lack of follow-up after you reported it. We understand how disappointing this must have been, particularly as the bath was a key reason for booking the suite. On this occasion, we fell short. Your comments have been shared with the team to ensure better communication and quicker resolution in the future. We truly hope to welcome you back and provide the seamless experience you were expecting. Sincerely, On Behalf of SO/ Auckland Team

Customer review rating 4.0/5

Mark W. Business - Confirmed reviews ALL

I love staying at this hotel. The staff at check-in are always helpful and friendly and the rooms are always clean and comfortable. I am disappointed though that the hotel bar closes at different hours during the week. My last stay, I went to the bar at 9.00pm with some colleagues only to be turned away as they had closed. The same the following night at 9.30pm. I would think that a hotel of this standard is able to maintain consistent opening hours to service hotel guests. Bit embarrassing for me when I have to find an alternative to entertain my guests. The breakfast experience can also be inconsistent depending on who is working. There is one girl, whom I do not have her name unfortunately, that remembers me on every visit. Lovely girl, always up for a chat and I must get her name next visit. Others seem to be there because it's a "job".

Kia Ora Mr. W., Thank you for your continued loyalty and for taking the time to share such detailed feedback. It truly means a lot to us that you love staying with us and consistently find our check-in team helpful and the rooms clean and comfortable. I’ll be sure to pass your kind comments on to the front desk team. I’m very sorry to hear about your recent experience with the bar closing earlier than expected. I completely understand how frustrating and even embarrassing that must have been, especially when hosting colleagues. You’re absolutely right consistency is important, particularly in a hotel of our standard. Your feedback has been shared with our management team so we can review our operating hours and communication to ensure we’re better meeting the expectations of our guests. Thank you as well for your honest comments regarding breakfast service. While I’m delighted to hear about the team member who always makes you feel welcome, I’m disappointed to learn that the experience hasn’t been consistent across the board. Providing warm, genuine service should never feel optional, and we’ll be reinforcing this with the team. We truly value your support and hope to continue welcoming you back — with a more consistent and seamless experience next time. Sincerely, On Behalf of SO/ Auckland

Customer review rating 5.0/5

Britany C. Couples - Confirmed reviews ALL

We had a great stay, the room was clean, comfortable and the view was what we hoped for. The access to the lounge was a great perk and we loved the central location.

Kia Ora, Thank you so much for your wonderful review. We are delighted to hear you had a great stay and enjoyed the clean, comfortable room, the view, lounge access, and our central location. We also truly appreciate your feedback regarding the bathroom lighting. Your comments are very helpful, and we will certainly share them with our team as we continually look for ways to improve the guest experience. We hope to welcome you back again soon for another fantastic stay. Sincerely, On Behalf of SO/ Auckland Team

Customer review rating 2.5/5

Kat M. Friends - Confirmed reviews ALL

The room and hotel are lovely. I have stayed before and loved it. However, when we booked this time, we chose to book the summer staycation, which gave us bubbles for our room, eye patches and credit at the bar. I’ve been to the rooftop bar before and it’s wonderful, so I arranged to meet our friends there before heading for a birthday dinner. While on my way to Auckland, I happened to hear from a friend that they were attending a private event at the rooftop bar so it was probably closed. I queried this on check in and pointed out that selling a deal with bar credit was a bit disingenuous if you’re going to close the bar. They said there was another bar (in the lobby). I went to our room. There were no eye patches. And no way of understanding how to get them or the promised bubbles. I popped to the team when I was on my way out again and asked. They seemed a bit annoyed and informed me I had to phone the restaurant to get the bubbles. On my return, I did that. No answer. On repeated attempts, so before leaving to meet our friends elsewhere I asked at the bar downstairs. Again, they were annoyed and said it had to come from the restaurant. Eventually, they agreed to pour us tap cocktails in lieu. We came back to the bar after dinner, to have some drinks and use our credit. The offering is wildly different from the rooftop bar - the two cannot be compared at all. Only premix cocktails, and a confused lobby staff trying to talk through the limited wines by dragging them out onto the counter. No wine list _ even a short one. It left a bad taste in our mouths, and I feel somewhat duped into paying more for a significantly disappointing experience. I understand it is not the fault of the staff on the day. But you should not sell the staycation deal if you cannot provide it at a good quality: communication, above all else, is key.

Kia Ora, Thank you for taking the time to share your detailed feedback, and for choosing to stay with us again. We’re especially disappointed to read this, given that you have previously loved your experiences with us. We apologise for the confusion around the rooftop bar closure, the missing eye patches, and the difficulty in accessing the bubbles and using your bar credit. We understand how this impacted your plans and left the experience feeling disappointing, especially as you were celebrating a special occasion with friends. Your comments about the lobby bar, limited offerings, and communication challenges have been noted and shared with our team. We agree that clear communication and delivering what is promised are essential, and we regret that we fell short in this instance. We truly appreciate your loyalty and hope to have the opportunity to welcome you back for a stay that better reflects the high standards you’ve come to expect from us. Sincerely, On Behalf of SO/ Auckland Team

Other web-users rate our hotel

  • 653 reviews 9.2/10 Location
  • 1,340 reviews 7.7/10 Room
  • 1,297 reviews 8.1/10 Service
  • 7 reviews 6.7/10 WiFi
  • 472 reviews 8.5/10 Vibe
  • 470 reviews 7.3/10 Comfort
  • 317 reviews 7.6/10 Breakfast
  • 287 reviews 7.3/10 Bar

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