Terrace/patio
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Reviews of SO/ Auckland

5 out of 5
SO/ Auckland
Cnr. Customs East & Gore Street, Auckland

Reviews

8.8

Excellent

Rating 10 - Excellent. 122 out of 191 reviews" "
Rating 8 - Good. 35 out of 191 reviews" "
Rating 6 - Okay. 22 out of 191 reviews" "
Rating 4 - Poor. 5 out of 191 reviews" "
Rating 2 - Terrible. 7 out of 191 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

9.2/10

Amenities

9.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

8/10 Good

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel with really nice facilities. The only downside is that the rooms are too dark with black walls and not good lighting. There’s no chrome cast which is a bit annoying. Other than that the gym is good, and the spa area is amazing!
Stayed 8 nights in May 2024

8/10 Good

Lorraine, Auckland

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
disappointed with the room as the urban room I booked and viewed had the bath near the window looking out over the city however they said that isnt what I booked but i checked again and it was anyway I paid cash to stay another night and they moved us to the correct room first time since booking with expedia this has happened the photos werent correct for the room
Stayed 1 night in Apr 2024

10/10 Excellent

Raven

Stayed 1 night in Apr 2024

8/10 Good

Kazumi

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

Lynsey

Liked: Cleanliness, staff & service, property conditions & facilities
Wonderful location and excellent staff
Stayed 2 nights in Feb 2024

10/10 Excellent

Wayne

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed the whole experience.
Stayed 2 nights in Feb 2024

10/10 Excellent

Rory

Liked: Cleanliness, staff & service, property conditions & facilities
Loved the friendly staff and the swimming pool
Stayed 1 night in Feb 2024

2/10 Terrible

Kerry

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
After booking months ago to go here for our 21st wedding anniversary which we were looking forward to as we have always wanted to stay here , we ended up extremely disappointed . Before arrival we checked our booking and realised that had we booked on the day it would have cost $1000 less which to us seemed extremely unfair, we voiced our opinion on check in and the manager basically blamed Expedia and told us to suck it up, not sure who to be more disappointed in but we will most definitely never stay here again and feel like we have been scammed by Expedia
Stayed 3 nights in Feb 2024

10/10 Excellent

Katy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay
Great location, close walk to everything central and harbourfront. Hotel is quirky and we really like the decor. Room was nice and big with comfy bed and free mini bar a plus. Would stay again.
Stayed 1 night in Jan 2024

10/10 Excellent

Alysha

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024

10/10 Excellent

Georgia

Stayed 1 night in Jan 2024

6/10 Okay

Verified traveller

Business traveller
Stayed 4 nights in Dec 2023

10/10 Excellent

Geneva

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
It's a lovely hotel, right in the heart of the business district so it's super convenient if you've got business down there like we did. The rooms are comfortable and the staff is friendly. It's not super family friendly, we were there with our baby and so we weren't welcome in certain locations like the rooftop bar (despite the fact that they serve food there so babies are supposed to be allowed. We wanted to have a celebratory drink and enjoy the view) or the pool. I think they're shooting for young singles instead of families so just keep that in mind. Otherwise, it's a lovely hotel.

8/10 Good

Urs

Stayed 6 nights in Dec 2023

8/10 Good

David

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Room was styled nicely. The plug in the bath was broken and didn’t retain any water. I had to make multiple calls to room service for extra mugs that took roughly 1.5hrs to arrive. Dusty bed head in places. Nice blockout curtains creating a good dark room to sleep in. Comfortable bed. The car valet guy was friendly and helped with our bags.
Stayed 1 night in Nov 2023

6/10 Okay

Hannah

Liked: Staff & service
Stayed 2 nights in Nov 2023

10/10 Excellent

Gaiane, Toronto

Stayed 1 night in Nov 2023

8/10 Good

Julie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Unique decor, which was a plus. Loved the large chandelier in the foyer. Comfortable bed and good shower. Very friendly and helpful staff. I didn't give it the full rating, as I couldn't adjust the heating and I was chilly. Fortunately there was a thick towelling robe, as I needed it to stay warm. I turned the heating up to 28C (normally too hot), but the temperature never went above 19C. I have a thermometer. A staff member also was never able to adjust the heating either. Besides that a nice hotel. The desk could do with a power point multiboard to make it easier to access a place to plug in the laptop.
Stayed 1 night in Oct 2023

10/10 Excellent

Sandy

Stayed 1 night in Sep 2023
Response from SO/ Reservations on 5 Oct 2023
Thank You for your feedback.We are pleased you enjoyed your stay.We look forward to welcoming you back on your next planned visit.

10/10 Excellent

Valentina

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from SO/ Reservations on 21 Sept 2023
Thank You for your feedback.It was a pleasure serving you.We look forward to welcoming you back on your next planned visit.

6/10 Okay

G Jeffrey

Travelled with partner
Liked: Cleanliness, staff & service
Great location. Staff was great. But the room we had (710) did NOT follow the principle of feng shui. Nothing made sense (light switches; night stands with no drawers or shelf; small counter with large sink). All in all - it was difficult to settle in and get comfy. Nothing like sister SO hotel in Bangkok. For the money paid we expected more.
Stayed 3 nights in Jul 2023
Response from Julie - Front Office Manager on 15 Jul 2023
Dear Jeffrey,Thank you for taking the time to provide feedback on your stay at SO/ Auckland. We appreciate your compliments about our team and the location of the hotel. It will be shared with them.However we are sorry to hear that the arrangement of the room elements did not align with your preferences and expectations. We apologize for any inconvenience caused. While we aim to provide a comfortable and enjoyable experience for all our guests, we understand that individual preferences may vary. Should you choose to stay with us again in the future, we encourage you to inform us of your specific preferences so we can better assist you in selecting a room that meets your requirements.Thank you again for your feedback.

8/10 Good

Penelope

Stayed 1 night in Jul 2023
Response from Bookings SO/ Auckland on 7 Aug 2023
Thank You for your review. We appreciate your feedback.

10/10 Excellent

zainab

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
My partner and I loved our stay over the weekend loved the room so cute and romantic .hotel is also close to viaduct and shopping area so was perfect.we would definitely stay here again absolutely loved it
Stayed 2 nights in Jun 2023
Response from Chezden Kamipeli on 7 Jul 2023
Thank You for your feedback and for staying with us.We look forward to welcoming you back on your next planned visit.

10/10 Excellent

Kirsty

Liked: Cleanliness, staff & service, property conditions & facilities
Such a cool hotel and the roof top bar is amazing !
Stayed 1 night in Jun 2023
Response from Chezden Kamipeli on 7 Jul 2023
Thank You for your feedback and for staying with us.We look forward to welcoming you back on your next planned visit.

8/10 Good

Kelly

Stayed 1 night in May 2023
Response from Chezden Kamipeli on 7 Jul 2023
Thank You for your feedback and for staying with us.We look forward to welcoming you back on your next planned visit.

6/10 Okay

Ellen

Business traveller
Liked: Cleanliness, staff & service
Stayed at SO/ twice - both for work as it's close to my office. Overall, their services were satisfactory, however I found them to be quite inconsistent. The first time I stayed there I had booked a "City View Room", but they put me on an accessible room on level 2, looking directly at the carpark. It was dark and unpleasant with no bathtub. After complaining to the front desk, they moved me to a better room on level 14 the next day. On my second stay, they had completely forgotten to service my room one night - by the time I got back it was too late for it to be serviced. I found the quality of the fit-out quite poor and inconvenient - the basin leaks at the bottom, shower head doesn't stay in the holder, power plug is placed inside the drawer. It's a great location to be in, but I expected better service and quality of fit-out for a 5-star hotel.
Stayed 4 nights in May 2023
Response from Matilda on 18 May 2023
Dear Ellen, Thank you for sharing your experience at SO/ Auckland. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.We strive to provide a superior service experience for every guest; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.Kind regards,Matilda KimFront Office Manager

8/10 Good

Shannyn

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Very unique style throughout the property.Comfortable bed althought the pillows were not so comfortable.Staff were mostly very friendly and helpful.We had a misunderstanding with the bar staff around RSA that could have been explained in a different manner.Pool and sauna was a nice touch but did lack cleaning due to staffing shortages.Overall, I enjoyed my stay but be prepared dining in So/ is more expensive.
Stayed 7 nights in Apr 2023
Response from Matilda on 6 May 2023
Dear Shannyn, Thank you for taking the time to complete the post-stay survey. We are delighted to receive a good score from you and very much look forward to warmly welcoming you again to SO/ Auckland in the near future.Kind regards,Matilda KimFront Office Manager

8/10 Good

Randy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was great except our room location near a pedestrian passage… the beeping sound was annoying
Stayed 7 nights in Apr 2023
Response from SO/ Reservations on 27 Apr 2023
Good Evening Randy,Thank You for your feedback.We try our best to allocate away from the street and lower floor. With high occupancy, we do try to accommodate guest with the best room possible. Your feedback means a lot to us and we will be sure to look out for any future bookings and take care of you.

2/10 Terrible

Eric

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
I think Expedia reservations give you the worst room. We were 2nd floor easily visible from the street so shades were pulled the entire time. Loud music from close by club kept banging until 3am. Front desk wouldn't call police. You could even hear the beeping of the crosswalk alert. Ridiculous. AND it was expensive. Do not even think of staying at this place, unless of course you want to go to the night club until 3 am.
Stayed 2 nights in Apr 2023
Response from Matilda on 19 Apr 2023
Dear Eric, Thank you for taking the time to provide us feedback on your recent experience. We are very sorry to hear that you stay was disturbed by the city noise. Our team does call noise control team to report the matter and the city council to take care of the neighbours. We hope to have you back to the hotel in the future, we will take note on your high floor preference and do our best to accommodate your request. Kind regards,Matilda KimFront Office Manager

4/10 Poor

Jonathan

Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Apr 2023
Response from Matilda on 18 Apr 2023
Dear Jonathan,Thank you for taking your time to complete the post-stay review regarding your recent stay at SO/ Auckland. From the score you granted us, I can see that something has gone wrong during your stay. Please contact the hotel directly if you are happy to discuss further about your experience. We care our guests, we would like to make this right for you. Kind regards,Matilda KimFront Office Manager

10/10 Excellent

Sherry

Stayed 1 night in Mar 2023
Response from Matilda on 6 May 2023
Dear Sherry, Thank you for taking the time to complete the post-stay survey. We are delighted to receive a fantastic score from you and very much look forward to warmly welcoming you again to SO/ Auckland in the near future.Kind regards,Matilda KimFront Office Manager

10/10 Excellent

MARY TAI

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
I found not at all professional the valet the boy came to my room in a hoodie the duvet was yellow not quite good
Stayed 1 night in Apr 2023
Response from Bookings SO/ Auckland on 11 Apr 2023
Thank You for your feedback. I apologies for the experience you have had. Rest assured our management team will further investigate and address the situation internally.Please provide me your booking name and dates stayed for us to better investigate.Regards,Bookings@SO/ Auckland

8/10 Good

Geneva

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful hotel right in the middle of the city center. We had an appointment at the US consulate and we were so close we could see the building from our room, so we couldn't have asked for a better location for our needs. But even besides that, there was plenty to do and see within walking distance. Although we were surprised at how early the city shut down. We were there on weeknights, but still, Auckland is a big city so we were expecting a bit later of a nightlife. As to the hotel itself, it's beautiful, albeit fairly hipster, but mostly in a fun way. Our room was clean and comfortable. The bassinet we had requested was waiting for us in the room, although the gal at reception couldn't find any mention of it attached to our reservation. Which brings me to my overall observation about the staff. They were all friendly but they didn't seemed to often know what was going on about their own hotel. For instance, the website advertises a pillow menu, which I was quite excited about, but when I asked how to access it, no one knew what I was talking about. When we eventually found it on our own on our in room TV menu, we called down to request our choices from a still confused staff, and then we got a call a little while later that our choices weren't available but they could bring up a couple extra of the regular room pillows. And those pillows were plenty comfy so ultimately it was all just fine, but still a little disappointing. So, it was all great with a few wrinkles.
Stayed 2 nights in Mar 2023
Response from Matilda on 6 Apr 2023
Dear Geneva, Thank you so much for sharing your experience and honest feedback about your stay with us at SO/ Auckland. We are glad to receive a great score from you and found that you enjoyed our central location and comfortable beddings. Guest satisfaction means a lot to us, hence we appreciate your feedback. Our management team is reviewing your feedback to enhance the guest journey at SO/ Auckland. We hope to have another opportunity to welcoming you back to our hotel for more enjoyable stay in the near future. Kind regards,Matilda KimFront Office Manager

8/10 Good

Kelle

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
SO lovely
Lovely stay at the SO. Perfect for a staycation in Auckland and a true luxury hotel.
Stayed 1 night in Mar 2023
Response from Matilda on 6 Apr 2023
Dear Kelle, Thank you so much for taking the time to share your experience with us at SO/ Auckland! We are delighted you had a lovely stay with us. The team and I will work hard to provide a memorable stay for your return. We look forward to welcoming you back in the near future. Kind regards,Matilda KimFront Office Manager

6/10 Okay

NJ

Liked: Cleanliness, room comfort
Disliked: Property conditions & facilities
Stayed 2 nights in Mar 2023
Response from Matilda on 30 Mar 2023
Dear NJ, Thank you for taking the time to complete the post-stay reviews. We hope to have another opportunity to welcome you back to SO/ Auckland for a satisfying stay with us. Kind regards,Matilda KimFront Office ManagerSO/ Auckland

2/10 Terrible

Reuben

Travelled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
My room for the weekend was $1060. In the 2nd day Took my wife to the beach and on mountain walks! Got back to no hot water. Couldn’t even have a shower or bath which we were really excited for, got bath bombs and all. Didn’t get any sort of discount. Had to shower in freezing temps so we could get the dirt and sand off. Horrible.
Stayed 2 nights in Mar 2023
Response from Matilda, Front Office Manager on 21 Mar 2023
Dear Reuben, Thank you so much for taking your precious time to share your experience with us at SO/ Auckland. I am very sorry about your experience and we would like to discuss further on your feedback. Please kindly contact us at h9149-fo@so-hotels.com to arrange a phone call or email conversation. We would love to make this right for you. Kind regards,Matilda KimFront Office Manager

10/10 Excellent

Grant

Stayed 1 night in Mar 2023
Response from Matilda, Front Office Manager on 21 Mar 2023
Dear Grant, Thank you so much for the fantastic score! It was all our pleasure to have you with us this time. We look forward to welcoming you back to our gorgeous hotel soon! Kind regards,Matilda KimFront Office Manager

8/10 Good

Chris

Stayed 1 night in Mar 2023
Response from Matilda on 28 Mar 2023
Dear Chris, Thank you so much for taking the time to complete the survey and granting us a great score! We look forward to welcoming you back to the hotel in the near future. Kind regards,Matilda KimFront Office Manager

10/10 Excellent

Grant

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice to be in the centre of busy city & hotel vibe & yet rest in a room offering quiet solace and rest
Stayed 1 night in Feb 2023
Response from Matilda, Front Office Manager on 21 Mar 2023
Dear Grant, Thank you so much for the fantastic score! It was all our pleasure to have you with us this time. We look forward to welcoming you back to our gorgeous hotel soon! Kind regards,Matilda KimFront Office Manager

10/10 Excellent

kylie

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2023
Response from Matilda, Front Office Manager on 21 Mar 2023
Dear Kylie, Thank you so much for the fantastic score! It was all our pleasure to have you with us this time. We look forward to welcoming you back to our gorgeous hotel soon! Kind regards,Matilda KimFront Office Manager

10/10 Excellent

Caroline

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a great place to stay. Comfortable and spacious room, staff was friendly, and helpful when needed. The hotel is centrally located which is great.
Stayed 2 nights in Feb 2023
Response from Matilda, Front Office Manager on 21 Mar 2023
Dear Caroline, Thank you so much for the fantastic score! It was all our pleasure to have you with us this time. We look forward to welcoming you back to our gorgeous hotel soon! Kind regards,Matilda KimFront Office Manager

10/10 Excellent

Lucy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Matilda, Front Office Manager on 21 Mar 2023
Dear Lucy, Thank you so much for the fantastic score! It was all our pleasure to have you with us this time. We look forward to welcoming you back to our gorgeous hotel soon! Kind regards,Matilda KimFront Office Manager

10/10 Excellent

KENNETH

Stayed 2 nights in Jan 2023

10/10 Excellent

Deepak

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2022

10/10 Excellent

James

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hip
Comfortable clean.
Stayed 1 night in Dec 2022

10/10 Excellent

A

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2022

8/10 Good

Chris

Business traveller
Liked: Cleanliness, property conditions & facilities
Auckland stay
Tried the SO hotel for the first time & while the rooms & facilities were nice the service at the hotel was lacking
Stayed 3 nights in Nov 2022

8/10 Good

Lana

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Spacious and comfortable
Beautiful room, super comfortable and plenty of space. Only small downfall was a constant drip outside that kept us awake in the night. It would have been perfect if it wasn’t raining.
Stayed 1 night in Oct 2022

10/10 Excellent

Greg, Lake Forest

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I received service from two of the front desk staff (Didi, and Catherine, the manager) that was absolutely above and beyond. It made my stay. Just an awesome hotel!
Stayed 2 nights in Sep 2022
Response from SO/ Reservations on 27 Sept 2022
SO/ Good Morning,I am pleased you have enjoyed your stay.Have a safe journey ahead and we look forward to welcoming you to SO/ Auckland on your next planned visit.

6/10 Okay

Kaytlyn

Stayed 2 nights in Sep 2022