The Grand by SkyCity

Location is probably the best in city. Unfortunately, due to construction in CBD in July 2023 access to certain places around only by walking.Restaurants are expensive. However, you should expect so in 5 star hotel.Uber, will give you the options which are not available in the hotel,e.i. good quality pizza and pasta for kids.Gym and pool are everage, but clean and in working condition.Room, be prepared that you cannot get temperature you would like. In our case, even with 32 degree on the screen we were able to achieve 23 Max in daytime and 22 at night.Staff is professional and supportive

I am writing to express my dissatisfaction with the service I received at Skycity Grand Hotel during my recent stay. My special needs son and I had booked two rooms for two nights with friends for Easter holidays. Unfortunately, our experience was marred by the poor treatment we received from the hotel staff, especially the receptionists.On the second day of our stay, I returned to my room and found that the key was not working. I approached the receptionist to ask if they could fix the problem, but I was greeted with a negative attitude and a complete lack of professionalism. The receptionist did not even bother to welcome us or ask about our concerns.To my dismay, the receptionist informed me that I had only booked for one night and there were no rooms available for me. Despite my attempts to explain that I had booked for two nights, the receptionist took my room key away and refused to listen to me. I was shocked and confused, especially since I had left my personal belongings in the room.When I requested assistance to resolve the issue, the receptionist was rude and unhelpful. They told me to step aside because they needed to attend to other guests, even though there was only one group behind me and three receptionists present. I was forced to move to another receptionist, who also showed no interest in helping us. My son, who has special needs, became anxious and started HITTING HIMSELF because of the negative attitude of the staff.The lack of empathy and professionalism from the receptionists was unacceptable, especially in a five-star hotel. I expected better from Skycity Grand Hotel. Even the duty manager did not offer any help or explanation for the situation. It was a disappointing experience, especially since we were looking forward to a relaxing holiday.I hope that you will take this complaint seriously and take steps to improve your customer service. I would appreciate a response from you regarding this matter, as I am extremely disappointed with the treatment my family and I received during our stay.

Staff are always friendly. Breakfast is delicious, comfortable beds. 3yr year in a row staying for a birthday weekend and definitely keeping the tradition. Love staying at The Grand

My husband and I stayed for 2 nights here before flying off to Queenstown. Though it was a short stay, I must say the valet service was excellent and all the staff were very friendly and professional. The only downside to it for us is that it is more of a corporate hotel more than a leisure hotel. Thumbs up to the cleanliness of the hotel as well. Overall, it has been a good stay. The positive energy of the staff, especially the valets and concierge was absolutely great. Thumbs up to them.

Great location near very many choices. Walking distance to some larger gyms, though the one inside the hotel is adequate for most.The hotel staff are super friendly and helpful, especially Anet, and Christy, at the front desk. All around very polite and friendly staff.

Very enjoyable and relaxing stay. We were able to check in a little bit earlier than 3pm and check out at 12noon at no extra charge. Well situated and don't even have to leave the complex to enjoy the various experiences on offer. We gratefully received two free Sky Tower tickets and free parking. The only downside was lack of information in regards to parking, which we found out was at SkyCity and then getting lost walking with our luggage trying to find our way from the carpark to The Grand.

Currently staying here, visiting from Canada and have 3 days in Auckland at the beginning and end of our trip. Was really looking forward to a 5 star hotel treat and have been disappointed, decided to change our plans for our final 3 days in Auckland and stay at a different hotel because of this experience.Upon checking in I presented my reservation confirmation that showed I had purchased the enhancement of breakfast included per night, 3 separate employees stated that it was not included but merely an option. After an email response confirming that I did pay for that package it was updated for our reservation, had I not taken the extra initiative it would have been an additional $160 expense that I had already paid for with this booking.The room requires some love with stains on the carpet and dust and dirt visible immediately upon walking into our room. The mini fridge door is busted and there was someone else’s previously opened and used milk in the fridge. This was taken care of after a call down to reception however, gives a great impression that it is not clean. Disappointing. Regular expected items like robes and slippers were not in the room, we had to call to request these as well.I must say the customer service at the East day spa and the luggage desk is incredible. The gentlemen at the luggage desk were very kind, patient and accommodating while taking our luggage but also friendly and had great banter while we discussed why we are here in Auckland. Very impressed with this level of customer service.The pool is nice, the gym is gorgeous. The fresh flowers throughout the main spaces in the hotel are a nice touch.Overall for a 5 star hotel i am disappointed and will not be returning in the immediate future - we have changed our plans to stay elsewhere. There is a standard of expectation that comes with the price tag and the reputation of a 5 star hotel, we treated ourselves for this trip and this was not it. Very disappointing.

Checked into the hotel for 5 nights. Upon entering the foyer (8:00 p.m.), void of any other guests at the time, wheeling our large suitcases, we passed the baggage handler desk and, further on, the concierge desk, both of which were manned by the respective personnel. We received no acknowledgement or greeting upon entering and no offer of assistance with our luggage.There was no welcome from the receptionist other than Can I help you?" Routinely checked us in and gave the impression of being disinterested. Again

Good location in central Auckland. Rooms are good but feel dated, particularly around connectivity. Clientele is a mix of business types and gamblers - make your own judgments there. But the level of service has declined significantly. For example. The restaurant and bar were both closed at 8pm on a Wednesday night. That’s just unacceptable for a “full service” hotel. There are better options in Auckland.

Family holiday of 3, warm, professional service throughout our stay .We were lucky to have our room early, worth asking on arrival. Room felt big and comfortable, with great service. Highly recommend paying for breakfast which will set you up for the day and the pool facilities were perfect The location is great with easy access to all you need. Really made our Auckland holiday.