Four Points by Sheraton Auckland — Attraction in Waitematā

UPDATE: I ran out of characters but my 2nd visit (Feb 2024) was WONDERFUL. Complete 180 thanks to Russel!

I'm an avid traveler and guest of Marriott, and tend to seek out their properties over other brands. On this trip to Auckland (it's currently my last night here) I found the Four Points Sheraton Auckland and thought it was a good deal.

1. Night One - • My flight had been delayed, so we didn't arrive until after midnight. I arrived to the hotel and checked into my (very small) room.

2. Night Two - • I called downstairs to request an upgrade to a bigger room with a better view and the kindest, most professional staff named Oliver came to my room with my new key. Everyone who works here has been very kind actually, but he was the best!

I was told that the upgrade would be an additional NZ$30 for the new room. Turns out it was an additional NZ$30 per night. This could have been a misunderstanding on my part, but they should have handled this at the Front Desk and shown me a statement to avoid any confusion. I never actually saw a rate, just told verbally at the door to my room which left greater room for misunderstandings to happen. Everything was authorized verbally and we were not on the same page, apparently.

Despite that, the new room was lovely. It was on a higher floor with a better view and offered much more space. It even had a soak-in tub! I definitely felt like a genuine effort was made.

On this day a friend from the area came to visit me. It was our first time ever meeting in person. Upon his arrival, a staff member named Mateo immediately offered him a key to my room which was terribly concerning. My guest had only given my first name and room #, nothing more. He could've been a delivery person for all they knew! I was on the phone with the friend as he was entering the lobby and heard everything. This was a first for me and made me concerned about the hotel's attention to guests' security. I reported it to the night manager later that evening but no update since. Which was fine, at first...

3. Night Three • It happened again. Another friend came by so the front desk called me for permission to let him up. As I was answering they asked if I wanted to give him a key to my room. I declined and asked them to please stop offering keys to my room to outside guests. I didn't catch the name of the staff member this time.

Later as we left to go shopping, I marked my room for Housekeeping. I returned about 4 hours later and nothing was clean. The bed hadn't been made since I checked in. Towels weren't refreshed. Nothing. This was pretty frustrating. I called to let them know and was told that Housekeeping were on their way out for the day.

4. Night Four • At this point my sheets had come undone and were all over the place when I woke up, causing me to notice that they weren't even actually clean. There were brown streaks and stains on them as well as on two of the pillowcases (photos attached). One spot seemed to be a bloodstain. I was MORTIFIED.

I called down immediately to let Guest Services know. They sent Housekeeping up to clean the room and change all the sheets. But learning that I had been sleeping in someone else's filth for days just gave me the ICK! (Still does tbh!) No compensation has been offered - just the changing of the sheets even though I check out tomorrow.

I should also mention that the Housekeeping guys who came by were absolutely lovely and did a great job fixing up the room. I just wish it had happened sooner so I could've actually enjoyed a clean environment throughout my stay, not just for the last night. I paid for that but never got it.

Overall I'd say the location and interiors were great, but I do regret choosing this hotel over my other options. I feel there would've been fewer problems at the Pullman or the JW Marriott, or even the Hilton. And to this moment (it's currently midnight on my final night here) there has still been no gesture made and zero compensation offered as a resolution.

If you want a true 4-star experience, you may want to look...

The hotel is dirty,and staff most of them. I saw waitress cleaning the floor with the kitchen towel then the same used in the table where is the coffe machine. Some waitress at the restaurant breakfast are really good in service but a few of them are not good, disaster. The chef pick up a lemon with their hands without gloves and give it to you. You must put it on a disch or use something. Not profesional. They are trying to make all good,but i think manager must be more in details over employees,an human resources must select people with better experience. At reception at night, 1am when i arrived there are two guys, one young guy really profesional and the other dont have maners. Hopefully i didnt see him at street during my stay at Auckland because i feel very upsated, he makes diference if you speak bad English and with ones like English or australian people, and his English is not good enough so i can't understand why. I saw it the same night when I went at reception again to tell him the bathroom have too many hairs of other person, in a 4stars hotel?, a 3 stars hotel is more clean, not only the room,waitress and chef too, service etc.Thats why i decided to change hotel after 3nights, went to Cordis. More profesional in service. During check out they ask me because they didin notice I payed at check in my room, i show them my invoice. So if you go,ask allways for invoice. Ill never came back to this hotel. Only if you are use to have England style service and not friendly stuff, room clean, etc. The air conditioner dosnt work the fun,always no fun,so you can't breath well, no fresh and new air at the room. The room size its good for bed and sofa,but the bathroom is real 2.5mx2.5m, its not confortable. The chairs like sofa at room have too many hairs,never clean that, disgusting. They never use machine for floor carpet an that chairs. General manager its not good, i don't know why they put all staff without experience in hotel, Auckland, once of the best city in the world?, all marketing. See my photos you ll see it. If you wana wash your hands in your bathroom,your hands cant keep inside because they use small taps not for that size model. You ll see in video.that s all,too expensive and not clean,not...

VISIT: end of February 2020

Overall, we had a very pleasant stay here with the fantastic and comfortable rooms!

STAFF: We asked for help from the front staff several times and they were always courteous along with the waitstaff at the restaurant

ROOMS: updated rooms in a quaint setting. I attached a photo of the shower floor which was an interesting design, but kept leaking out of the shower onto the bathroom floor, so that was a bit of a mess. The beds were insanely comfortable with plenty of outlets in the room

BREAKFAST: Unfortunately, we had early morning tours the entire time we were here and the restaurant wasn't open at this time, and nothing nearby was open. However, when you call the concierge we had our breakfast boxes ready by the time we went downstairs and they included a HUGE amount of food: water bottle, pastry, 2 whole fruits, container of yogurt with fruit and a sandwich!

RESTAURANT (Queen's Head Bar & Eatery): We frequented the restaurant regularly and was perfect as we got back from our tours late, so it was nice to have this as a viable and yummy option to have and relatively well priced, considering what we ordered. I actually hate eating at hotel restaurants because of the prices, but this was decent and convenient

ROOFTOP BAR (The Churchill): get there early for these fantastic views! Seating is very limited and we awkwardly stood and waited for a spot to open up anywhere. The outdoor seating is very limited, so I would suggest getting there early! Drinks were fantastic and I love the decor of the bar and the bartenders attire (see my review for them)

LOCATION: was a good walk (not light) to the city center. It is in a more deserted part of town however, so our morning tour pickups were just a bit haunting at times. Not necessarily unsafe, but just a typical city in the early morning...