Sofitel Wellington — Hotel in North Island

We recently attended the 2022 Wellington WOW. We rang reception ( we were not staying at the Sofitel Wellington ) to enquire if they had a table for 2 for an evening meal and they advised they would ask the restaurant manager and call us back. They did and we arrived at 7:55pm at the restaurant desk where we waited 5 minutes while the manager finished something on his lap top/restaurant computer, no other people but us waiting. He finished, approached us and we explained we have a table booked which he took a little while to enquire and wandered into the restaurant up to the chef's open bar kitchen area and was talking to a couple of team members where he eventually came back to us and showed us to our table and took our coats ( it was a wet and windy evening ) There were approximately 10 customers dining so not entirely run off their feet as most of the diners were on mains. We were approached by a waiter I assume and were handed the menus at this point no drinks waiter has attended us but after handed the menus another chap came buy asking how we are and would you like to order. We were just handed the menus we informed him but we are yet to have water and glasses or if we'd like drinks. He apologized and despatched a waiter to get water and take our drinks order. In-between this again we were asked if we wanted to order our meal. With a couple of questions to understand how they put a couple of dishes together we ordered but this seemed to be confusing to them as he, the man taking our order was confused but quite clear to us so with further discussion they realized our order which was confirmed but when delivered was actually wrong. Also we noticed two or so chef staff looking at us and also a couple of other staff/ reception/desk staff hovering at the kitchen bar. It made us feel like we were holding them up or they ( the kitchen staff wanted to be gone ). Not a pleasant feeling but before we even booked we knew that the last dinning meals are 8pm and said would this be ok but we got accepted and arrived 5 minutes prior to that but it all felt awkward and also like we were forever having wait staff ask us how we are and this happened by several different people not just the waiter assigned to us, it was like over the top and very intrusive. It was not necessary, annoying and at a time they had no pressure on dinning numbers as they clearly were not busy. In all, it was an extremely bad experience. The costs were high end given fine dinning which was not a concern to us but our expectation was well blown away with such behavior and clearly poor communication between their staff and very poor execution of service. Certainly not expected from a fine dining establishment. We left feeling that they wanted us pushed through despite them accepting our booking and calling us back to confirm so to us clearly this is not what manifested on the night. Hotel management need to address these issues as why would we ever want to return, recommend or use any Sofitel Hotel...

From the moment we checked in with Samantha on the front desk to having Luca return our car as part of the valet service, we really enjoyed our 3-night stay at the Sofitel Wellington. The staff were wonderful - and truly make the Sofitel the amazing ⭐⭐⭐⭐⭐experience it was. This was a recurring theme... from Liam the GM, Danesh the FBM, Joe the executive chef, Isabelle in the Club lounge, Katie the maitre d and Michael in the restaurant for a Valentine's night dinner, and to Jossy at breakfast (and all the others, whose names we sadly can't remember), they were all engaged and engaging... happy to be at work and provide all the guests faultless customer service, the like of which is so sadly lacking elsewhere

Having access to the Sofitel Club was a real bonus - a fabulous lounge and area to sit back and relax and watch the busy goings on at the hotel and foyer... the ever changing array of finger food each day was delicious - so much so it was difficult to exercise restraint! 🙂

The breakfast buffet and hot counter food, cooked to order was first rate too, and we reckon the baristas and coffee machine would be the busiest every morning. And it was a real treat to have Joe to cook us our breakfast one morning - and speaking with him, he so obviously has a real talent and passion for food and the delight in can bring... and he has a fabulous team working around him to fulfil his and their goals around the menus and the delicious dishes. A final thought about the cuisine is around the desserts - the Valentine's Day 'pear that's not a pear' and the 'poison apple' were stunning... each one a piece of artwork in itself and not sickly sweet to eat - so, so extraordinary and a real credit to the dessert chef

Another lovely touch was that our bed was turned down each evening and we were left a tea tray with Chamomile tea to enjoy... which we did 😊

We have no idea how the Sofitel Wellington recruit their staff, but they have nailed it and got the process spot on. We learned the staff are called 'Ambassadors'... and they certainly were ambassadors for their place of work, the Sofitel brand, and they ALL really make the experience when staying there. So, whatever, or however they do it, it's big ups to them and their selection processes... and seeing the likes of Liam, Danesh and Joe being so hands on and helpful, may highlight the difference; leading from the front and allowing their team to shine

If you're looking for a wonderful Wellington getaway, the Sofitel is the one in our opinion - we've stayed elsewhere ("over the road even"), but we will always return to the Sofitel from now on and we're hoping it won't be too...

*UPDATE

The management team reached out to me prior to checking out and actively listened to me and were able to resolve all the issues I raised. I felt heard, that my concerns were valid and that they valued me as a customer. I am a firm believer that it is the manner in which service based businesses deal with and resolve their customers complaints that defines how good that service really is. The hardworking men and woman who are part of the team at Sofitel Wellington really care about getting it right.

Dear General Management Team,

I am a diamond member with your loyalty programme (ALL) staying in one the suites here at the Sofitel Wellington.

I am usually impressed at Sofitel properties by impeccable and excellent cuisine and a beautifully appointed room. All provided with a level of service that can't be faulted.

Unfortunately none of these service attributes have been part of my at your hotel

From the moment I arrived, I was disappointed by a bungled check-in that should have been seamless considering I had already provided all the details by checking online the previous day. After having to return to reception having carried my luggage (there and back again) I was provided the correct room information.

Almost all the bathroom amenities (shampoo, hand-soap, conditioner, hand-cream etc) in both the suite bathrooms were empty - they obviously hadn't been replenished or even checked.

The dinner meal ordered for room service (for 2 people) was sorely lacking and considering the expense and the reputation that the brand Sofitel might lend to the Wellington location, this is pretty shocking.

I was dismayed and even embarrassed to be snubbed not once but twice in one morning when wishing night receptionist/manager, good morning with a smile at around 5:30 am and again at 6:30 am on day two of my stay

That same employee then refused to help me when the elevator wouldn't recognize my key card to allow me access to my floor. The staff member acknowledged my request for assistance by looking directly at me, after which she just turned her head back to her screen and plain ignored me.

I have now waited almost an hour for room service breakfast and it is after 11am. It will be Lunch time before i get to have anything to eat and do anything in Wellington. This is how you look after your diamond members?

I am still a guest of the hotel and so theoretically you could still redeem yourselves with an act of great service or apology with a gesture...