Swiss-Belsuites Victoria Park, Auckland — Hotel in Waitematā

We had issues from the start with this place. We booked via Expedia and opted to pay in full at the hotel due to fraud issues in the past. Within minutes of booking we received an email that there was a payment issue and we had to sort it immediately. We contacted the hotel and the guy there was rude and argumentative, his reason for trying to take payment was the "cancellation policy", he was really dodgy, he changed his attitude towards me when he realised my husband and family were now listening to the way he was speaking to me. When we got to the hotel, there is no reception, just a cafe, while we were trying to check in there was a cafe customer who the guy at reception knew who was trying to engage us in conversation, not the most secure way to do hotel transaction. On entering the room, we look straight in to businesses and apartments, the carpets and the couch are heavily stained. The couch looked like someone had had an accident on it, we got a spare blanket to cover the couch so we could use it. The kitchen lacked utensils, plates etc, the oven has no tray. The dishwasher had a foul smell and it was dirty. We ran it twice to clean and clear the smell. The tv is lacking in channels (very limited), chrome cast is a joke. We had to call to get someone to look at it as it was continuously buffering and freezing, the guy said he would check with this manager and get back to us. He never did. After 3 attempts we finally had someone come in to look at the dryer that was not working. When I did a follow up call at the cafe, the woman who answered was rude and dismissive. When they guy came to check the dryer he advised it was an huge issue in the hotel, I had to ask him to please get the dryer sorted, he said he would have to get a working dryer from one of the empty rooms, which after a few hours he finally did. The bed is uncomfortable. Rooms are not serviced, you have to ask them to book you in for a service, we did this twice so far, the first time was ok, the second time they did not do. My husband ended up having an argument again with the guy at the cafe who was rude and so disrespectful. You know when they are cleaning the rooms on your floor as they like to slam every door of each room the enter. I wish I had read the reviews on this place before booking it, we unfortunately still have a few more days here for business and are not enjoying it. I had to post this as its obvious the owners and the staff here do not respect paying clients, none of the staff look like they enjoy being here, its such a depressing atmosphere. This hotel could be great, it just needs people who have good professional hospitality backgrounds and who care. I understand why this place...

Misleading Photographs, Rude staff and Manager ignoring requests to discuss while being on site.

We paid the higher price and booked a 2 bedroom premium suite based on photographs on the official website photographs and our lovely experience with the brand in Queenstown. We booked over the phone only after confirming the photographs were an accurate representation of the room. Upon entering the room we were provided we were greeted with a foul damp smell and a very hot suite. It took over 3 hours of the AC unit at full blast and the doors open to get the smell out of the living areas. The bedrooms had minimal to no ventilation so the smell and heat stayed for a while. The TV in the main area was also unplugged from the satellite connection.

We immediately went down to reception to advise that this was not the suite we received was the same as what we paid for, we were showed other similar suites. We showed the photos of what is advertised on the website for this particular room and not one photograph is representative of the room we were in. The staff member simply said “you simply get what we have”, even after explaining we booked specifically after talking to venue.

We requested several times to talk to the manager (when checking in, after dinner and when checking out) and were always told they would let hiem know to contact us. Upon check-out we saw the manager (Chris) on the phone outside the hotel and then talking to staff who checked us out as we were driving away and he didn’t even bother to contact us.

After waiting for several weeks we have not received any communication and seems the only way they will take notice will be a bad review. If you're reading this review & considering this place, I would not recommend staying there unless & until you see reviews that show the manager/owner has rectified the misleading and fraudulent phots on...

We stayed in a 3 bedroom suite (Room 1002) from April 6 to April 10, 2024. The condition of the living room/dining room was filthy. Every piece of furniture, as well as the carpet, was stained. People in our travel group refused to sit on the furniture, or placed a bath towel on top to sit. I travel a lot for both business and pleasure, and I have never experienced the filthy conditions in a hotel room that I experienced at the Swiss-Belsuites Victoria Park Auckland location. (I have included pictures of the room condition with this review).||After the first night in the room, I sent an email with pictures of the conditions to Front Office Manager. Each day during our 4 night stay, I went down to the front desk (twice) and requested to speak to the Manager. Each time I was told that he was not available or not in the building. I would then ask the "clerk" at the front desk to have him contact me and/or respond to my email. Again, I was never contacted during the 4 days by the Front Office Manager .... nor since.||After getting back from our New Zealand vacation, I sent an email to the following Swiss-Belsuites representatives: Regional Office Manager in Auckland, Regional Director of Sales, and the Corporate Head Office in Hong Kong. I described the room conditions, my failed efforts to contact the Front Office Manager, and included the related pictures. I requested compensation in the form of a refund to my credit card for the inconvenience and hardship the room conditions had on me and my travel group. To date, I have not received a response from any of the Swiss-Belsuites representatives.||We had a great time in New Zealand. However, our stay at the Victoria Park location tainted the Auckland segment...