James Cook Hotel Grand Chancellor — Hotel in North Island

MISLEADING - BEWARE! NOT 4 STAR WORTHY

WISH I KNEW BEFORE BOOKING: They have renovated and unrenovated rooms (which are REALLY old and shabby) - which is why the have some good reviews and some terrible reviews. It is hard to understand this when booking as the photos give the impression it is modern with nice views of Wellington. I assumed that paying $700 for 2 x nights (breakfast NOT included at that rate), would be for a good 4-star worthy room. Unfortunately we were given an awful room which was extremely over priced the weekend we stayed (due to events being held in Wellington). It was so disappointing after looking forward to this trip for so long. My heart sank as we walked into the room. I asked about changing the room and they said it would be an EXTRA $90 per night to upgrade to a renovated room!!!! That would have been $575 for one night which is astronomical for a room, that should be a standard level for a 4 star hotel

Key Issues: Room Quality: The room we were assigned was incredibly tired and shabby, with stained threadbare carpet and old furniture. The bathroom was dated with an ancient bath/shower that had black enamel missing in several places and a flimsy shower curtain. The photos on the website gave the impression of a modern room with a view, but what we received was a far cry from that.

View: The view from our room was absolutely horrendous, overlooking the back of a building and a sort of grotty storage room below with rubbish bins, which completely detracted from the experience of being in such a beautiful city. This was particularly disappointing, as we had hoped to enjoy Wellington’s iconic scenery.

Comfort: The beds were uncomfortable, with lumpy pillows, and the beds themselves moved around the room on wheels. There were no side tables or electrical sockets by the bed, and the walls were paper thin, meaning we could hear everything from the neighboring rooms beside and above us, and the hallway.

Room Upgrade Charge: When I raised these concerns with staff, they offered an upgrade to a renovated room but tried to charge us an additional $90 per night and it had only one bed! That would have been $575 for one night which is astronomical for a room that should be as standard in a 4 star hotel. I found this unacceptable, given the already premium rate

Lack of Customer Support: While staff were polite, they were unable to offer any assistance with the complaints. It seems they are aware that many of the older rooms are substandard - they mentioned the lack of sockets and the bath. They even suggested that I write online reviews sharing my dismay to get the manager’s attention, which I found to be quite disheartening.

Hotel Atmosphere: Overall, the hotel does not feel like a 4-star establishment. The reception and foyer area were disappointing, with no real sense of welcome or luxury. It felt more like a thoroughfare for random people heading to and from the elevators to Lambton Quay - which was constant!

Pros: Good central location Pleasant enough staff - but NOT willing/able to help when you complain about the room and try to charge an EXTRA $90 per night to upgrade to a renovated room. It seems they hear these kind of complaints all the time and advised me to write a review online so the manager could read it as they wouldn’t take the time to listen otherwise!!

We didn't visit the restaurant as thought if rooms are so bad, that the standard would not be good there either.

ADVICE: AVOID booking when events are on in Wellington as they will take advantage!!! If you do book check if you are in a renovated room. If you are in an unrenovated room and charged a high rate -...

I stayed there for 13nights (2-14 December 2024 for work purposes). I've stayed there several times with work, however, this has had to be one of the worst and inconvenienced experiences and issues: RECEPTION: I feel that the front desk staff need more customer service and listening skills training as I did request if it were possible to be allocated to the other side of the hotel given the long stay booking I had in place, but only to be told I could be if I paid for the room. This did not impress me at all. I had booked other rooms for my colleagues who were staying for the 1night on 4th December and I later found that some of them were put on that side. I worked in the hotel industry for 21years and never had I been just dismissed the way I did when I was checked in, so I left it at that, and was assigned to 1609. ROOM: upon entering the room I went to turn the TV on which wasn't working, however, as I became distracted with work matters and phone calls, so I checked the remote and there were batteries in it, however, I went to call downstairs on the phone which was working at all full stop, so I had to physically go back down to reception to let them know it wasn't working. I expressed to the receptionist about the remote and phone issue and I was asked to go back upstairs to double check it again and I said 'no I won't, as I wouldn't be down here telling you about it'. This became frustrating to me, so therefore, I asked for a Duty Manager to assist with the issue. Eventually I was room moved to 1712 I think it were and the tv remote wasn't working in that room either however, I was able to call downstairs using the room phone and the lovely helpful young lady came up and had to disconnect the cords from behind the desk top and got it working fine. The rooms in the old side a very old and dated and definitely requires some upgrade work on the fixtures. ROOM SERVICE: I ordered this in advance, and it took more than 15mins to be delivered, so I kept ringing the restaurant to ask where my order was, so I decided to go in to the restaurant and was told there was a delay, and I did express that I had been waiting in my room for quite some time and it had not arrived hence why I walked in to find out where it was. The lovely girl was obliging and apologising too, however, it eventually arrived to the room. The following evening after I returned back to the hotel from a very long day at work, I found a lovely gesture of a chocolate plate (they had melted so I can only presume that the platter was put in the room during the day when it was very warm in my room). I did bump into the Supervisory and thanked her for the gesture too, and she apologised profusely which I accepted again too. For the length of time that I stayed with the hotel, there was only one staff member (RUBY FROM RESTAURANT), who was the only one that always acknowledged me and knew everytime I came for breakfast she knew straight away my coffee preference, my name and room number so I commend her on her professionalism, her friendly and courteous manner too, so I believe she should be acknowledged for her outstanding service. Unfortunately I couldn't remember the other lovely tall lady who worked on dinner service and her attention to detail didn't go unnoticed either.

I would be happy not to return back there if it wasn't for work as this hotel is one of our preferred properties where I would normally book our board members and out of town...

Title: Mixed Experience at the James Cook Hotel Grand Chancellor in Wellington

Rating: 3.5/5 stars

I recently stayed at the James Cook Hotel Grand Chancellor in Wellington and wanted to share my thoughts on the overall experience. While there were certainly positives to highlight, there were also some notable drawbacks that cannot be overlooked. Here's a comprehensive review that covers both the positives and negatives.

Let's start with the positives. One of the standout features of this hotel was its exceptional and friendly staff. From the moment we checked in until we checked out, the hotel staff was always eager to assist us and made us feel welcome. Their dedication and helpfulness added a personal touch to our stay.

Additionally, the hotel's location is undoubtedly a major advantage. Situated in a prime area of Wellington, it provides convenient access to various attractions, shopping centers, and entertainment venues. Whether you're a tourist or a business traveler, you'll appreciate the hotel's proximity to key destinations.

The dining experience was another highlight. The food served at the hotel's restaurant was of good quality, and we thoroughly enjoyed our meals there. The menu offered a decent variety, catering to different preferences, and the service was prompt and attentive.

Furthermore, our 17th-floor room was impressively clean. Housekeeping maintained high standards, and we appreciated returning to a well-maintained and spotless room after a day of exploring the city. The cleanliness added a sense of comfort and relaxation to our stay.

However, it's important to address the negatives as well. The most glaring issue was the evident need for a full refurbishment throughout the hotel. The dated decor and worn-out appearance were noticeable in several areas. The windows in the restaurant were broken, which not only affected the aesthetics but also created discomfort due to noise and temperature fluctuations.

While I still believe the James Cook Hotel Grand Chancellor has its merits, these negatives cannot be ignored. The hotel management should seriously consider investing in a comprehensive refurbishment to improve the overall experience for guests.

In conclusion, despite the positive aspects such as the helpful staff, great location, good food, and cleanliness, it is crucial that the hotel addresses the issues of outdated decor and broken windows. Considering the negatives, I would recommend potential guests to be aware of these drawbacks and to ensure that the price reflects the hotel's need for refurbishment. With the necessary improvements, the James Cook Hotel Grand Chancellor could become a truly exceptional place to stay...