Michelle Martin
Google
We recently returned to SO/ Auckland for another stay, as it had become my absolute favourite treat place to stay. From our first visit, I had loved the playful luxury of the hotel — the vibrant aesthetic, the thoughtful touches in the rooms like the high-quality toiletries, and especially the complimentary gourmet mini bar, which was such a standout feature. The breakfast menu was another highlight, with its beautifully presented options and generous servings.
Once again, many aspects of our stay did not disappoint. Most of the staff were incredibly friendly and accommodating, which really enhanced the experience. Their warm and helpful approach made us feel welcome and at ease, and it’s a big part of why SO/ had remained our go-to accommodation for our treat.
However, unfortunately, this time around, our visit didn’t quite live up to our past experiences — and it’s left me feeling quite conflicted about whether we’ll return.
We had booked a special package that included a $1 breakfast and the much-loved complimentary gourmet mini bar — this was clearly stated in our confirmation email… That the mini bar was included, and I was genuinely excited for it again. But when we arrived, we discovered it had been removed from the deal. The most disappointing part? No one told us.
Had I not decided to double-check and call reception myself, I could have easily assumed it was included, enjoyed the contents — and then been charged for it, unknowingly. It was lucky I trusted my instincts and asked, but I shouldn’t have had to. Transparency is so important in hospitality, especially in a premium hotel like SO/, and in this case, that communication was missing.
At check-out, we politely brought up our concerns and asked if a gesture — perhaps a discount on the parking — might be considered to make up for the disappointment. We received $6.50 off the parking. While we appreciated the gesture, it felt a underwhelming given the situation and our loyalty as returning guests. I didn’t want to argue, and I know these things can sometimes be out of staff’s hands, but I walked away feeling disappointed.
It’s such a shame, because I had truly loved SO/ Auckland. I had recommended it often to friends and family, and it had become my favourite escape in the city. But now, I’m not sure. It still has many wonderful qualities — the stunning rooms, the fantastic breakfast, and the mostly excellent staff — but the miscommunication and lack of follow-through on a booked deal really shook my confidence.
I hope this was a one-off situation and not a sign of a shift in the level of care and service. I want to believe SO/ can return to the standard I originally fell in love with. Until then, I’ll be hesitant to book again.
