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Reviews of Pelicanstay at Auckland Viaduct Harbour

4 out of 5
Pelicanstay at Auckland Viaduct Harbour
99 Customs Street West, Auckland

Reviews

6.8
Rating 10 - Excellent. 4 out of 10 reviews" "
Rating 8 - Good. 1 out of 10 reviews" "
Rating 6 - Okay. 2 out of 10 reviews" "
Rating 4 - Poor. 1 out of 10 reviews" "
Rating 2 - Terrible. 2 out of 10 reviews" "

7.6/10

Cleanliness

6.0/10

Staff & service

6.8/10

Property conditions & facilities

Reviews

2/10 Terrible

Kerryn

Disliked: Staff & service, property conditions & facilities, room comfort
Warning. You are booking wth Pelican Stays.
Dreadful. Two days before arrived received an email wanting me to go onto an app for “verification” and enter my photo, photo of my passport, personal and credit card details. To get a ( single) key to the apartment I had to first go to an unrelated building Heritage Tours to meet a woman with no ID who did not introduce herself. She gave me a long document to sign but said just sign it. she also gave me a blank credit card page and said sign and date it “I’ll fill in the rest later”. I wrote across it no more charges and got her to sign it. She took a photo of me and of my passport ( I thought she was just looking at it- should have got her to delete it from her phone). we then had to make our way to the property. We opened the door onto the balcony and the lock fell off- it had just been sitting there- clearly not worked for ages. We had no security. the apartment 1Q was at the level of the umbrellas of restaurants below. There were nightclubs with DEAFENING sound that went until 4.00am. This stay has been a nightmare and there is still some woman out there with my passport on her mobile phone. The property should be removed from the hotel website. Book at your own peril!!!!!!
Stayed 3 nights in May 2019

8/10 Good

Kylie

Liked: Cleanliness, staff & service, room comfort
View was superb
Great location was close to all the places I wanted to see. A few broken chairs and outside chairs were very tied plus no tea or coffee provided - however the view made up for the issues.
Stayed 3 nights in Jan 2019
Response from Gretch S. on 31 Jan 2019
Thank you ever so much for your delightful comments. We are thrilled you enjoyed your stay and made the most of our wonderful nearby attractions. We apologize if we do not offer some of the services you are expecting, rest assured that your feedback will be shared to the rest of the team. Hope to welcome you back!

10/10 Excellent

Lyn, Ashburton

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We loved the location the apartment was fantastic the only issue we had was the fold out bed was broken so we just used the mattress by itself on pillows wonderful setting I have recommended the apartment to 3 other friends
Stayed 3 nights in Sep 2018
Response from Penny A. on 11 Sept 2018
Thank you for taking the time to write feedback about our apartment. I am grateful for your recommendation and I look forward welcoming you again

10/10 Excellent

Sandy, South Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic location and beautiful apartment.
The views over the marina and harbour were fantastic. The apartment had everything you needed and was excellent. It had more to offer than what was in the description. Daisy was amazing and very helpful. We thoroughly enjoyed our stay and will definitely book this again. Thank you.
Stayed 2 nights in Aug 2018
Response from Angel S. on 27 Aug 2018
It is Immensely rewarding to receive a 5 Star rating from you. We do our best to make a Memorable and Wonderful experience to all of our guests and thank you for taking time to confirm it. Next time you visit this wonderful city, please consider Pelican Executive Suites as your Home away from home.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Spacious and close to everything.
Over all excellent experience, making a wonderful holiday.
Stayed 4 nights in Jul 2018
Response from Angel S on 15 Aug 2018
I'm very grateful to learn that you were happy with the property's location and that everything is within reach. We value all guest feedback and appreciate you sharing the experience with us. We strive hard to provide a Relaxing and comfortable place to stay and thank you for taking time to confirm it. Next time you visit this city, please consider Pelican Stay as your home away from home

6/10 Okay

Asantha, Welington, New Zealand

Liked: Property conditions & facilities, room comfort
Disliked: Staff & service
Modern and great location
While the accomodation and facilities were what we expected, I am very disappointed with how the booking was handled. There was a $250 deposit that was to be paid at check in. This was charged on the same day as the booking. I only noticed it when I saw my credit card had been charged for the deposit along with the fee for the accomodation. When I called, I was informed that this was the deposit that would be refunded when we checked out. We checked out on the 19th of April and at this morning the deposit has not been returned despite being informed by the company that the refund had been approved and was being processed. I am used to a hold being placed to cover a deposit on my credit card but this is the first time I was actually charged for it at the time of booking.
Stayed 2 nights in Apr 2018

6/10 Okay

D-Dog, australia

Disliked: Staff & service, property conditions & facilities
Auckland Vuaduct - Not a Hotel
Ok firstly, this is not a Hotel. It seemed to be privately owned. I was contacted by someone by email a couple of days before outlining the details of the Unit including cleaning, parking, wifi & key arrangements. It gave both a NZ number to ring along with what seemed like a US number to text along with an email address that didn’t seem to relate to anything Auckland. On the way to the departure airport I received a text asking when I would arrive and on arriva three calls from a number in the Netherlands. I answered the fourth of these and someone hard to understand wanted to know what time I was arriving. After waiting outside for about 15 minutes a random person arrived with keys and showed us to our room. The photos online were quite misleading both in terms of the size of kitchen and lounge as well as the view of the Marina/Harbour space. The Unit was comfortable if a little dated with damage to the carpet and lighting. Despite the cloak & dagger strange check in process which had us quite concerned the overal location near the Viaduct shops and restaurants was good. For $2050NZD 5 nights was expensive for the experience.
Stayed 5 nights in Dec 2017
Response from Angel on 17 Dec 2017
Thank you for taking the time to share your experience. First of all we would like to apologize for the inconvenience and that your overall experience was not exceptional. Your feedback is very important to us as it is the starting point we use to act on improvements. We hope you will choose to stay with us in the future, where we will strive to restore your faith in us. - Angel S.

2/10 Terrible

Traveller, New Zealand

Disliked: Staff & service, property conditions & facilities
Beware, these guys are dodgy!
Listed room rate was $149 (NZD) for the night. In fine print, there's an additional charge $100 for cleaning, but of course you don't read that. Why not list the room rate as $249?? A company called 'Pelican Stay' charged my card $499 two days before the stay. BTW, there's no mention of 'Pelican Stay' on Expedia. Standard procedure for hotels is to take a hold on your card, but only charge the full amount after your stay. These guys charge your card the full amount plus a 'deposit'. On the day of check-in, I was contacted by a woman (the call was from overseas I think) telling me I needed to meet a guy outside the property by 2.45pm, because their guy is leaving the area by 3pm. So I left my client meetings to meet him. He was fine, although I asked about the $499 they took from my card and when I'd get a refund etc, and he said he had no idea and that I should contact them. I called them but there was no answer. The room bore no resemblance to the pics on Expedia. Different room entirely. In saying that, the room was fine. After the stay, I received no emails, no communication whatsoever from these people about the refund of the 'deposit' they took. After waiting for almost a week, I sent them an email and called them. Finally got an email saying they would pass it on to their finance team. Two days later, I got an email saying the refund had been processed, but it would take 3 to 5 working days to show up in my account. Waiting patiently for the cash to show up...
Response from Duane Paul on 4 Jun 2017
Dear Valued Guest, Thank you for taking the time to advise us of the poor service you experienced during your recent stay. It is not acceptable and we are very sorry. Sincerely,

10/10 Excellent

Grace

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dear Grace, It is immensely rewarding to see a 4 out of 5 star rating for us. An above average rating serves as a great motivator to our team. We strive to provide our guests with memorable experiences in the hope that they will return time and time again. I am very happy to learn that this is exactly what you intend to do and look forward to welcoming you back. Sincerely, Duane Paul

4/10 Poor

Verified traveller

Disliked: Property conditions & facilities, room comfort
very expensive for what you get.
There was no milk/tea/coffee left which was strange. The bed was hard and the cleaning fee extravagant. The reception person dropped the key off to me which was great but I didnt feel this was value for money. Also room was above a resturant so i got food smells and smoke all night through the apartment and it was noisy.No TV in the bedroom.
Response from Cy on 12 Feb 2017
Dear Guest, Thank you for your feedback. I apologize if we don't offer some of the amenities you were expecting. Though our location could be very convenient and a plus to many people, it could also come with issues such as the ones you've mentioned. We do have other units that you might like and a call to our reservations can definitely give you the right advise. We hope you will change your mind and return to us in the future. Best,