Kia Ora m., Thank you for taking the time to share your feedback and, most importantly, for your loyalty as a valued member. We are delighted to hear that you enjoyed our central location, excellent breakfast, and your room upgrade. That said, I am sincerely sorry that several aspects of your stay fell short of the high standard we strive to deliver. Firstly, please accept my apologies that your email regarding valet parking was not responded to prior to your arrival. We understand how important timely communication is and regret that we missed the opportunity to assist you before your stay. I am also sorry that your request for a mini bar price list was not followed up after being reported to our team. This should have been rectified promptly, and I appreciate you bringing this oversight to our attention. Most concerningly, I am disappointed that your experience in Club Signature did not meet expectations. The quality and presentation of our refreshments are areas we take great pride in, and I am sorry to hear that the hot canapés were served cold and that the afternoon tea selection did not meet the standard you rightfully expected. Your comments have been shared with our Food & Beverage leadership team for review and follow-up. Please accept our sincere apologies for these shortcomings. We truly value your patronage and constructive feedback, as it helps us improve the experience we provide to our valued guests. We hope to have the opportunity to welcome you back and restore your confidence in us on a future visit. Kind Regards, SO/ Auckland Team

Kia Ora c., Thank you for your wonderful feedback and for choosing to stay with us. We are delighted to hear that you enjoyed our central location, found the team welcoming, and appreciated the cleanliness and modern comfort of our rooms. It is also pleasing to know that your Platinum membership was recognised and that you were able to enjoy an upgraded room during your stay. We are especially grateful for your kind comments regarding our restaurant, and I will be sure to share your praise with the team. Thank you also for your constructive feedback regarding the Executive Lounge. We understand the value that our loyal members place on a personalised lounge experience, and we appreciate your suggestion regarding staff presence during operating hours. Your comments have been shared with the relevant team for review as we continually look for ways to enhance our guest experience. We sincerely appreciate your loyalty and support and look forward to welcoming you back again. Kind Regards, SO/ Auckland Team

Kia Ora R., Thank you for your feedback. We are sorry to hear that your experience did not fully meet expectations. While we do not provide bubble bath products as a standard in-room amenity, we appreciate you taking the time to share your feedback. We are particularly sorry about the issue with the bath plug. This is certainly not the experience we want for our guests. Had we been made aware during your stay, our team would have been more than happy to assist and arrange for our Maintenance team to inspect and rectify the issue promptly. We also apologise for any disturbance caused by the city noise. That said, we are pleased to hear that you found the room comfortable and enjoyed the food during your stay. Thank you again for your comments, and we hope to have the opportunity to welcome you back for a much-improved experience in the future. Kind regards, SO/ Auckland Team

Kia Ora Ivory I., Thank you for your lovely review! We’re so glad to hear that you enjoyed your time in Auckland and had a great vacation in the city. We hope to welcome you back again soon! 😊 On Behalf of SO/ Auckland

Dear Hunter N., We very much appreciate your comments regarding your stay at the SO/ Auckland. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, "On Behalf of SO/ Auckland"

Kia Ora, Thank you for your exceptional review and for choosing SO/Auckland for your stay. We are truly delighted to hear that you consider us among the best hotels in Auckland. Your kind compliments about our art, ambiance, facilities, food, and especially our staff mean a great deal to us. Creating a memorable and premium experience for our guests is at the heart of everything we do, and it is incredibly rewarding to know that these efforts made such a positive impression on your stay. We are also pleased that you enjoyed your room and appreciated the attention to detail throughout the hotel. Feedback like yours serves as wonderful encouragement for our entire team to continue delivering the high standards of hospitality that our guests deserve. Thank you once again for your generous recommendation and support. We look forward to welcoming you back to SO/Auckland for another outstanding stay in the future. Kind regards, On Behalf of SO/ Auckland

Kia Ora Marian K., Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed our friendly staff, central location, and found our hotel to be one of the nicest you’ve stayed at. We’re also glad to hear that the booking process was easy overall. We truly appreciate your feedback and hope to have the pleasure of welcoming you back again soon! On Behalf of SO/ Auckland

Kia Ora Marcus L., Thank you for taking the time to share your feedback. Regarding your Accor Platinum membership, we understand your disappointment. Please note that, under Accor’s membership terms and conditions, the membership can only be attached and the stay credited when the reservation is made under the name of the registered member. As this reservation was booked through a partner company, we were unfortunately unable to credit the night to your account. This is an Accor membership rule rather than a hotel-specific policy. We also apologise for the noise you experienced on the lower floor. We appreciate you bringing this to our attention and will certainly take your feedback into consideration. We hope to have the opportunity to welcome you again on a future stay and provide a more comfortable experience. On behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your feedback regarding your recent stay at SO/Auckland. We are delighted to hear that you enjoyed our spacious rooms, comfortable beds, and convenient location. It is wonderful to know that our proximity to both the Viaduct and Spark Arena added value to your visit, and that you found the room to be quiet from road noise. We are especially pleased to learn that we exceeded your expectations and that you would consider staying with us again. At the same time, we appreciate your constructive feedback regarding the noise from the lift. While we are glad it did not significantly impact your stay, we understand how even occasional noise can affect guest comfort. Please be assured that your comments have been noted and will be shared with our management team for review as we continuously look for ways to enhance our guests' experience. Thank you again for your valuable feedback and recommendation. We truly appreciate your support and look forward to welcoming you back to SO/Auckland in the future. Kind regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for your continued loyalty and for taking the time to share your feedback regarding your recent stay at SO/Auckland. We are delighted to hear that you have enjoyed staying with us over the years and that you still consider our hotel a great place to stay. Guests like yourself, who return time and again, are truly valued, and we sincerely appreciate your ongoing support. At the same time, we are concerned to learn that aspects of your recent experience did not meet the high standards you have come to expect from us. We regret that the Members Lounge felt less inviting than on previous visits and that both the breakfast offering and your restaurant dinner did not deliver the quality and experience that had previously made your stays exceptional. Your comments are invaluable to us, and we have shared them with our Food & Beverage and management teams for review. We continuously strive to enhance our guest experience, and feedback such as yours helps us identify areas where we can improve and regain the level of service and quality our loyal guests deserve. Thank you once again for your honest and balanced feedback. We are grateful for your continued patronage and hope to have the opportunity to welcome you back in the near future, where we can provide the exceptional experience that has made SO/Auckland one of your preferred destinations. Kind regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you had a positive experience from check-in onwards at SO/Auckland. It is especially pleasing to know that you found our valet car storage convenient and practical, and that you enjoyed the comfort and beauty of our rooms. Our team strives to provide a seamless and memorable stay for every guest, and your kind comments are greatly appreciated. Thank you once again for choosing SO/Auckland. We look forward to welcoming you back and creating another exceptional experience in the near future. Kind regards, On Behalf of SO/ Auckland

Kia Ora Brenda M., Thank you for taking the time to share your feedback. We’re pleased to hear that you enjoyed the hotel and amenities, but we’re sorry that our communication and concierge service fell short during your stay. We sincerely apologize that you were not contacted when your room became available. We also appreciate your comments regarding the concierge team and their ability to assist with tours and local guides. While our team did their best to help, we recognize that we should have been better prepared to provide the information and support you needed. Your feedback is valuable, and we will share it with our team as we continue to improve the guest experience. We hope to have the opportunity to welcome you back and provide a smoother and more seamless stay. On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to provide such comprehensive feedback regarding your recent stay at SO/Auckland. We genuinely appreciate your candid comments, as they help us identify areas where we can improve and better meet our guests' expectations. Firstly, we are delighted to hear that you found the bed comfortable and enjoyed certain aspects of your stay, including the in-room entertainment options, quality of the juices at breakfast, the lobby beverages, the café offerings, and our convenient location. It is also encouraging to know that you found the room design elegant in concept and that our receptionist showed care and compassion during what was clearly a very difficult time following your injury. At the same time, we are truly sorry to learn that your overall experience did not meet the standards you expected. Your comments regarding the various maintenance and noise-related issues in your room are concerning. The fan noise, intermittent beeping, toilet refill sounds, non-functioning bedside controls, and difficulties with room features are not reflective of the experience we aim to provide. We also regret that your concerns were not resolved promptly despite your efforts to seek assistance. Please accept our sincere apologies for the frustration and inconvenience this caused, particularly when you were already coping with pain and discomfort from your injury. We are equally disappointed to hear about your arrival experience. While we are pleased that a member of our team assisted you, we understand your disappointment regarding the lack of available luggage assistance at that moment. We recognize how important attentive service is, especially for guests requiring additional support, and your feedback will be reviewed with the relevant departments. We also appreciate your observations regarding the room condition and finishing details. As a luxury hotel, we understand the importance of maintaining high standards throughout the property, and we will be sharing your comments with our maintenance and housekeeping teams for further inspection and review. Your feedback regarding dining, room service, breakfast variety and quality, welcome amenities, and overall value perception has been noted carefully. We understand your disappointment with the limited menu selections, the quality of some food items, the waiting time for breakfast orders, and the welcome amenity provided. We continually review our food and beverage offerings and guest experience standards, and your detailed comments provide valuable insight into areas requiring further attention. We are also sorry that your expectations regarding a room upgrade were not met. While upgrades are always subject to availability and operational considerations, we understand the importance of transparent communication and regret that your experience left you feeling otherwise. While we appreciate your recognition that many of these concerns are issues that can be addressed, we sincerely regret that they combined to overshadow the positive aspects of your stay. Delivering an exceptional luxury hospitality experience requires excellence across every touchpoint, and it is clear from your feedback that we fell short on this occasion. Thank you again for bringing these matters to our attention. We value your feedback and will use it constructively as part of our ongoing efforts to improve our facilities, service delivery, and overall guest experience. We hope you will consider giving SO/Auckland another opportunity in the future so that we may provide the level of hospitality that was expected and deserved. Kind regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for taking the time to share your detailed feedback regarding your recent stay at SO/Auckland. We are delighted to learn that you found the hotel beautiful and easy to locate, and that you received a warm welcome upon arrival. It is also pleasing to know that you enjoyed your room upgrade and found the bed comfortable. At the same time, we sincerely regret that several aspects of your stay did not meet expectations. We understand your concerns regarding the absence of concierge service on arrival, the parking charges, the noise caused by the interconnecting door, and the in-room maintenance issues that were not resolved to your satisfaction despite our team's efforts. We are particularly concerned by your comments regarding the check-out process and the confusion surrounding the credit card authorizations and pending transactions. We appreciate how frustrating and stressful this experience would have been, especially when it resulted in your card being flagged by your financial institution while travelling. Clear communication regarding payment procedures is essential, and we regret that this was not adequately explained. Furthermore, we are sorry to learn that your concerns were not addressed in a manner that reflected the level of care and professionalism we strive to provide. Please be assured that your feedback has been shared with the relevant leadership teams for review and follow-up. We value your comments as they help us identify opportunities to improve both our service delivery and guest communication. Thank you again for your feedback. We hope to have the opportunity to restore your confidence in a future stay. Kind regards, On Behalf of SO/ Auckland

Kia Ora, Thank you for your wonderful review and for choosing to stay with us at SO/Auckland. We are delighted to hear that you had a fabulously enjoyable stay and that you appreciated our stunning hotel, beautiful rooms, and friendly team. Your kind words about the service you received and your fantastic room are truly appreciated and will be shared with our team members, who will be thrilled to know they helped make your visit memorable. Thank you once again for your generous feedback. We look forward to welcoming you back to SO/Auckland on your next visit and creating another exceptional experience for you. Kind regards, On Behalf of SO/ Auckland

Kia ora Lance O., Thank you for taking the time to share your feedback with us. We’re sorry to hear that your stay did not fully meet your expectations. We appreciate your comments regarding the room size and breakfast, and we’re disappointed that the breakfast in particular fell short of the standard we aim to provide. We’ll certainly share your feedback with our team as we continue to review and improve our offerings. We also understand your disappointment regarding the bars being quiet during your stay and the early closing time of the rooftop bar. While our bar hours can vary depending on demand, we appreciate how this may have impacted your experience. Thank you again for your honest feedback. We hope to have the opportunity to provide you with a more enjoyable experience in the future. On Behalf of SO/ Auckland

Kia Ora Sarika C., Thank you so much for your lovely review! We’re delighted to hear that you enjoyed our convenient location, our concierge service, and the comfort of your room. It’s especially wonderful to know that you appreciated the little details, including the bath. We hope to have the pleasure of welcoming you back again soon! On Behalf of SO/ Auckland

Kia Ora P., Thank you for taking the time to share your feedback following your stay in Auckland. We are delighted to hear that you enjoyed the suite upgrade, Club Lounge access, comfortable bed, cleanliness, blackout curtains, welcome treat, and our sustainability initiatives. We also appreciate your comments regarding the room lighting. Guest feedback helps us identify areas for improvement, and we will certainly share your observations with our team for review. A special thank you for recognizing Ellen. We are pleased to hear that her excellent room servicing contributed positively to your stay, and we will be sure to pass on your kind words to her. We hope to welcome you back again soon for another enjoyable stay in Auckland. Kind Regards, SO/ Auckland Team

Kia Ora A., Thank you for taking the time to share your wonderful feedback. We are delighted to hear that you enjoyed our central location, with easy access to shopping and transport links, and that you found your stay comfortable and peaceful. It's especially pleasing to know that you enjoyed the comfort of the bed and the quiet atmosphere of the hotel, helping you relax and unwind during your visit. We truly appreciate your perfect score and kind comments, and we look forward to welcoming you back for another memorable stay in Auckland soon. Kind Regards, SO/ Auckland Team