Sofitel Queenstown Hotel and Spa

I was about to give 3 stars but decided not to after I tried to contact Philip Riley, the manager, by email, addressing my concern, but NEVER heard back a word from him and it’s been a month since my last stay so I decided to post this publicly.I was staying at Sofitel Queenstown in January with my husband for our honeymoon and my birthday. We had an unpleasant experience on the morning of my birthday and poor customer service from your restaurant/bar’s staff that I think you should know about and act on.We have an Accor Plus membership which we acquired recently and we received a complimentary breakfast voucher for two in the welcome pack. We asked at reception yesterday whether this would be accepted here and they confirmed it would and to just show it when we come for breakfast. This morning when we came down to enjoy the free breakfast for my birthday, the girl who greeted us didn't read the voucher at all after we gave it to her and sat us down and started explaining the menu and mentioning prices. We had to point out our voucher and explain it says that breakfast is complimentary but she insisted we only had 50% off with Accor Plus. Eventually we had to stand up, go back to the counter and read it out loud to her for her to go talk to the manager about it and confirm it will be honored. Note that this was all in the presence of everyone else in the restaurant which made for a very awkward and annoying experience when we just wanted to enjoy my birthday morning. Needless to say, this completely ruined breakfast and our morning.Then, after we started eating, another staff member came back with the voucher and disrupted our eating and conversation to ask for the membership number at our table. My husband didn't have the Accor Plus card and had to stand up (as he thought he would need to go grab it from our room because apparently it was necessary to show the number, perhaps as a proof that we are actually a member) and then try to find the number in the Accor app. He asked if he could find the number in the app but your staff member didn't know where to find it so this was again awkward and annoying. This should have been done at the end and with more finesse. We wouldn’t mind to pay for our breakfast if necessary. It’s not like we can’t afford paying our breakfast just because we want to use our voucher. Both of these incidents are extremely poor customer service and not at all what we expect from a 5 star hotel.Not only that, the hotel was nice but old, need repairs and maintenance. Trust me, you can get SO MUCH more (facilities, hospitality, service, 5-star quality and a more responsive manager) in another 5 star hotels by paying less.

The room was nice. We had a nice view and the bed was comfortable.HoweverI left a parcel with some things and a 5$ note in my room after checking out. When I came back to pick it up, the note was gone. When I asked about it the staff didn’t want to discuss further. The issue isn’t the money but the principle.Because of this I’ve cancelled ongoing personal bookings and any staff related accomodation to this hotel/brand.

WOuld never return Beware the extras - Good location, nice rooms - appalling management, paid for club membership and accused of being intoxicated when I had not even stepped foot in the place. Supposedly unlimited but waitress staff refusal because I ordered an applejuice for my child. Good luck to you Sofitel - your club lounge the worst in the world. One or two nice staff but the rest a disgrace. Was told off by misogynistic manager. I am the paying customer here and wont be paying at this overpriced place again.The hotel corridors were always strewn with old food sometimes for more than 24 hours

I have not stayed at the Sofitel Queenstown. But the location is right in the CBD and the services they offer are great. I do have clients that stay there and from all accounts, it's been great.

Stayed here for 4 nights during my honeymoon as well as my wife's 30th birthday. As a summary, this hotel is nice but a bit dated with inconsistent customer service and is simply not worth the money they are charging.The bad:1) No free parking provided for guests with a measly 5 spots in front of the hotel which are always full.2) Had a very unprofessional, awkward and annoying encounter with multiple staff when redeeming a free breakfast voucher given to all new Accor Plus members (which they didn't seem to know exists) in the restaurant which completely ruined my wife's birthday breakfast.3) The rooms are luxurious but dated. There are stains and scratches everywhere and some of the switches are hard to operate due to age.4) The rooms are not cleaned adequately and are very dusty, we both had our dust allergies flare up which is a sign a hotel doesn't do a proper all-surfaces clean/vacuum every day.5) The rainfall shower was half-broken and had very low pressure, leading to streams of water instead of shower. The bathroom sink tap is a weird joystick which is very unintuitive and hard to operate.6) Amenities not at the level I expect from a $600/night hotel.The good:1) Unbeatable location right in the heart of the city.2) The bed and pillows are very comfortable and large.3) Nice features in the room like spa bath with tv, underfloor heating, AC, balcony.4) Reception staff were friendly, helpful and very professional.5) Excellent lobby and bar design.

It is a wonderful place to steak house and nice cafe.Very close to everything, I do not think they have a hotel parking.You can do valet parking for 50 a day.Next door is a parking place.

Worst hotel I have ever stayed at. Terrible rooms, horrible service, rude staff. They did not even have an adapter to give us to charge our mobiles. The person at the reception told us that even if they had a spare one they would not give it to us. Never met staff that is more rude. No one to even take the luggage out of the car and put it back in. Horrible experience

Amazing central location! Friendly staff!Juliette balcony was no use. We had an eyelevel view of the walk path. (4th floor) So curtains were kept shut for the whole duration of the stay. But other than that we enjoyed our stay