Pullman Auckland Hotel & Apartments

The location is the main drawback. The hotel sits at the top of a hill, so getting to the waterfront means a steep climb or a long descent, depending on which way you're going. Anyone with mobility issues should factor that in. We had a lovely stay otherwise. Every staff interaction was wonderful, though I wish I could remember everyone's names to congratulate them. We were warmly greeted as soon as we stepped out of the airport cab, and our bag was carried to reception. The hotel was completely full, so an early check-in wasn't possible. Our room was clean and, most importantly, quiet. The bed was extremely comfortable and we slept well, apart from inconsiderate guests yelling in the hallway. The foyer bar was lovely for a nightcap or two.

Breakfast staff were excellent, welcoming, attentive and professional. Most of the door and front-of-house team, though, felt unfriendly during my two-night stay, apart from two female agents: the one who helped when I arrived and another who sorted out my room key. That arrival help made a real difference. My room wasn't ready at 4pm, but the female agent apologized, stayed proactive and found me another room so I could check in straight away. She handled it superbly. I regret not getting her name. Earlier, I had arrived by Uber to a quiet entrance where I was the only hotel guest. Two doormen were chatting and neither greeted me or offered help, so I carried my own luggage inside. At check-in, one couple was being served and another guest was talking with two agents. I was the only one queued, but the male agent didn't acknowledge me, even after the other guest was done. He went back behind the desk without helping. This was my first stay at Pullman Auckland City after renewing my Accor membership as a Diamond member. I had been looking forward to it, especially after thoroughly enjoying a previous stay at Pullman Auckland Airport. As a loyal member visiting a premier Accor brand in an international city, I expected a smooth, welcoming experience. First impressions matter for every guest. Would I return? Possibly, to see if this was an exception. If service stays this way, I'd probably look at other Auckland options. I hope the feedback helps the hotel team and future guests choosing where to stay in beautiful Auckland.

The location is great, and the room was clean. I appreciated the generous tea and coffee selection too. Erwan was the one good exception among staff who otherwise seemed uninterested and lacking in enthusiasm. He checked me in and out, reduced my breakfast rate after I explained how disappointing the meal was, and was helpful throughout. The middle-aged gentleman doorman was also very nice and seemed among the few who took pride in good service. My room was on the lowest floor, dark and facing a brick wall, with just one basic picture and no personal touches. The bathroom felt old-fashioned, though clean, and the walls were very thin. The three-night stay was supposed to be a treat before my long flight home to Europe, but I left disappointed. The lift situation was awful. One of three was broken when I arrived, then a second failed soon after, leaving one lift for 14 (?) floors. The queues were sometimes insane. The pool area also needs a serious refresh and no longer looks like the pictures. The floor was dirty, pool noodles were strewn around, and nobody enforced the separation between swimming and leisure lanes. The sauna and steam room were okay, but the ice baths were out of order the whole time. There were no dedicated children's times, and whenever I went down there were several screaming kids. I wish I hadn't had breakfast on my last day. I know 10 AM is busy, but I expected better from a five-star property. There were no cups or glasses, just a small pile of plates tucked in a corner, and no small tables free. I had to take a place setting from an occupied table and set myself up at a bar table on the side. Nobody explained how to order hot dishes, and not one staff member checked on me in 45 minutes. The selection was large, but the pastries were plain and unappealing, and the room was far too small. I left stressed and unhappy. Luggage pickup took 30 minutes. I would not return.

Breakfast had good quality and variety, but it was so busy that I was ushered in with no free tables. Then I was offered a table that hadn't been cleared. I had no cutlery or coffee cup and had to ask several times while my food went cold. At the bar, I asked for a dry rosé and the barman said, “Sorry, no idea, I don't drink wine.” I booked a Superior King, but because the hotel was busy and I was alone, they put me in a double queen room instead. They agreed to give me the room I'd booked and paid for on nights two and three, but didn't apologize for making me check out and back in. Both rooms felt dated. The bathrooms were small and old, with one plug and poor makeup lighting. The water pressure in the dust room was so intense it hurt, then the shower came off its holder and sprayed the room, including my silk dress ready for a wedding. The hallway and rooms smelled dank, possibly because the bathrooms had poor ventilation. The “city view” was overstated. The spa changing rooms were broken, and the shower cubicles had lockers but no hooks. Taken together, it was a disappointing stay. I expected much more from a five-star hotel.