Four Points by Sheraton Auckland

The staff made our first trip to Auckland feel special, and the cheerful, kind service really stood out. From Gabriel, Ash, Gotham, Jo, and everyone else we met, people treated us as if we were at home and the only guests they had to look after. Their joy in serving us was striking, and it never felt like a chore. Even the chef made me one of the best homemade omelets I've ever had. I arrived exhausted from California after a very long flight. Getting to the hotel had been stressful: Apple Maps sent my husband and me all over Auckland without finding it, and driving on the opposite side of the road from America was nerve-racking. At check-in, Edna greeted us with a smile and offered us a natural immunity juice shot, which helped with our low blood sugar. Our room was clean and comfortable, and we slept well. The breakfast at FOUR POINTS BY SHERATON was wonderful, comparable to the best buffet breakfasts in America. We also ate dinner twice at the hotel's cozy restaurant, and the delicious meals were a welcome break after full days of sightseeing. When we mentioned we'd miss breakfast because we had to leave at 6:00 a.m., a kind young woman at the front desk told us we could pick up food before leaving. The next morning we collected two full bags of healthy, satisfying food and water bottles, which lasted us until a late lunch. Such a kindness. When we couldn't work out the TV, Saharah came running to our room to help. We left feeling that FOUR POINTS BY SHERATON had shown us the Golden Rule: treat people the way you'd want to be treated.

I liked being close enough to the CBD for shops and restaurants, while still far enough from the city centre action and noise. The room was spacious, had a lovely view of Auckland, and the staff were attentive and quick to sort out problems. I booked a suite expecting a balcony because the signature photo on the Bonvoy app showed one. It turned out that not all suites have balconies, which was misleading when I was trying to book the best category and guarantee one. The staff moved me to a suite with a balcony, which I appreciated. The two suite types should be clearly distinguished, since some guests may want a balcony and others may not. The location was just where I wanted to be, and the views made the stay enjoyable. I'd highly recommend it.

The food was good, but it couldn't make up for the poor service and a Sky Tower View Room that didn't deliver what we paid extra for. We had to lean far to the right by the glass just to see the Sky Tower. That wasn't the clear view advertised, and the room felt misleading and poor value. I wouldn't stay again, and I'd strongly advise others against booking that room. I hope the hotel reviews both its service and how it markets premium rooms, and responds to these concerns. We'd booked the stay for New Year's Eve as a special occasion, since it was my partner's first time seeing the fireworks. On arrival, the valet setup caused congestion, with only one vehicle entrance and exit. When I handed over the car, the valet was rude, said parking was "booked out," and told me to leave immediately. No help or alternative was offered. My partner and I felt frustrated and unwelcome. A manager helped us later, but only after the initial encounter had already soured the experience.

Serena was especially memorable. She looked after us in Korean, then I heard her speaking Japanese at the next table, as well as English, Chinese, and other languages. Her pronunciation was impressive, and she seemed like a very talented employee. All the staff were kind and smiling, and the delicious breakfast and clean, warm hotel added to our happy memories of Auckland. Thank you.