No. 9 Hotel — Hotel in Albert-Eden

I recently stayed at this hotel with three friends over the Christmas period, booking two rooms for four nights from December 21st. We arrived in Auckland early on December 22nd, with a flight landing at 5:10 AM. To ensure a smooth start to our holiday, we made sure to book the night before, expecting to check in around 6-7 AM and get some much-needed rest.

Prior to our arrival, I contacted the hotel to confirm the check-in process for after-hours arrivals, as we wouldn’t have a local SIM card and couldn’t call. I received a response from the manager, Annie, who advised us to ring the main doorbell upon arrival and that staff would assist us. However, when we arrived around 7 AM, we rang the bell more than 10 times, with no response. At that point, we were exhausted, so I resorted to calling the hotel using roaming. A staff member named Abdul, who was on night duty, answered the phone but was asleep. When we explained that we had been waiting outside for a while, he told us we’d need to wait another 30 minutes for him to get ready. We were extremely frustrated and asked why we had to wait when we had already informed the hotel about our early check-in.

At this point, we had already waited for over 20 minutes, and Abdul’s response was both rude and unprofessional. He told us that we should appreciate him for coming to open the door and even suggested we find another hotel and request a refund. His behavior was completely unacceptable, and rather than addressing our concerns, he argued with us on the phone for approx 10 mins. Eventually, he agreed to come in 15 mins instead of 30. When he finally arrived, he revealed that he had been sleeping just upstairs. We were confused why, if he was so close, he hadn’t heard the doorbell and asked us to wait 30 more mins when he was just sleeping upstairs.

When we voiced our concerns about his rude behavior, Abdul was uncooperative and refused to share his name or allow us to speak to Annie, claiming she wasn’t working that day. He refused to apologize or show any professionalism. We finally checked in at 8 AM, well past the time we had hoped for.

The following day, we spoke to Annie about the situation, hoping for some understanding and compassion. Unfortunately, Annie showed little empathy, as she had already heard Abdul’s different version of events. Instead of acknowledging our frustration and offering a reasonable solution, she simply suggested we leave the hotel and get a refund for our stay. This was incredibly disrespectful, as we were in a new country with limited time and didn’t want to deal with the hassle of moving hotels. It seemed easier for the hotel to offer a refund than to show any understanding or apologize for the poor experience. Instead of accepting a full refund and moving to another hotel, we asked Annie for a one-day refund, as we had limited time and preferred to stay. However, what we truly wanted was understanding and an apology from the staff, not just money.

Throughout this ordeal, there was not a single apology or attempt to make things right. It’s clear to us that the hotel staff is either indifferent or too complacent to provide genuine customer service. We expected far better from an establishment that claims to be experienced in the industry. Unfortunately, this experience has left us deeply disappointed, and we will be sure to share our feedback...

Well the room was nice. And staff were stand offish. But very tidy on the first floor I stayed Stayed for 3 nights. I would never recommend this motel to many people. Unless they were desperate for accommodation in Auckland. It is also a pitt stop, for people who WINZ put up, on upper floors. And domestic arguments were heard loudly each night. And outside in the carpark behind the building. The elevator didn't work, and was not repaired in time I was there. This morning on my departure day Thursday. The front door electronic system failed and I couldn't go outside. This was at 6 am approximately this morning. I called for a live in manager, who said, it was a electronic failure. It was fixed by 8 am. A helpful person staying there said use a emergency exit to get out, and make sure I don't let the door closed, or wouldn't be able to get back inside. I wonder how many people during the night were locked inside, or outside trying to get in or out. What happened to the old fashioned way of using a key to let your self in or out. Far easier and simple,instead of electronic system. And if your a smoker, you have numerous underisable people hanging round the front entrance, asking you for a cigarette, or picking up the cigarette butt you threw away. I honestly thought I had a chance of being mugged by these people. The place needs a complete overhaul, and basic but secure system to come and go as you please. The cleaning staff were very helpful and efficient and did a excellent job. The receptionist needs to do a course in public relations. And be more welcoming, friendly. I asked about taxis, she goes there is a list, you pick one. The room did not have a brochure of amenities offered by the place. Lucky I did not see any cockroaches a previous reviewer mention. To be honest I am appalled by the place, and essential high improvements need to...

Absolutely appalling. I've travelled to New Zealand for the first time for work this was the closest available to my place of business. The rooms online look modern updated an on-trend the building also looks very nice online however when you arrive it's a different story you can see that the building has not been well maintained. I'm particularly annoyed and absolutely gutted as yesterday my room was not cleaned my dishes were also not cleaned. They expect the guest to clean it with no sponges or cleaning soap. Today I specifically went downstairs in the morning left for work at 8 a.m. and asked for my room to be cleaned and for my bed to be made I've come home at 3 a.m. after being at work for an extremely long day to come home to see that the room is a mess the bathroom has not been touched they've just provided new towels and even put the floor mat on the floor for me which I don't think is professional no new amenities so no new soaps etcetera there's also a missing bottle of Listerine not pointing fingers but I can't find it. I've just called reception at 3 in the morning and absolutely blasted my feelings on a voicemail which I'm sure no one will listen to I've also extended my stay for an additional 2 nights however after tonight ID rather sleep under my desk at work and not pay for this service extremely disappointed guys if you're going to own a hotel run it properly if you're going to be a manager of the hotel run it properly give your guests the right expectations so they know what they are purchasing essentially I feel like you have provided a lesser service at a...