The Grand by SkyCity — Hotel in Waitematā

Definitely not a 5 star. Time of stay: 16 - 19 Sept 2023 Adults: x2

I recently stayed at The Grand Sky City and thought this would be more than what I had expected, unfortunately this wasn't the case.

On arrival we were greeted by the lovely concierge team (Tai) who helped us take our bags up. I have to give a massive shout out to the concierge team who had made our stay a lot better.

This issues lies within the FOH team and the communications between staff. On the first night of our stay we wanted to order room service so we tried and the phone wasn't working. We also let FOH know of this, but all the options that were given wasn't working. Due to it being early hours in the morning, we rang again but on our own personal mobiles to get to the reception to order room service (not ideal we had to ring from our own personal phones). The next day we followed up on our phone issues and again was given more options to try, literally felt like we were given the round about, again not idea when we paid a decent amount of money for quality ammenities. On the Sunday, we had came from a day out and my friend ran down to reception to follow up again. FOH claims that they tried to ring us while we were out, not one of us received a phone about an update. So it was just the strike of luck that my friend happened to be down at FOH to follow-up (annoying). Finally the next day (Sunday) after multiple go's, the manager decides to give us another room on a different level. We also arrange for breakfast for the Monday morning which was communicated to us that it closes at 11am. We went down at 10.30am and was told that breakfast finishes at 10.30am (at this point I was over IT). So we went down to FOH again to double check that the women who was checking us in booked us in for the right day. She did not. She had made the booking for Tuesday morning ...... we were checking out on Tuesday morning. Again, a classic case of not paying attention to details.

Secondly, on Monday night my friend wanted to secure her half of room service and pay ahead before we checked out as she was on a different flight. She did just that and my friend had ask FOH if she could get her bond back as she was checking out earlier. Here's the confusing part, the women who was on the desk had said that my friend could get her half of the bond back when she checks out. That leaves me with the remainder to pay plus receive my half of the bond back. When she checked out, that was not the case at all. I would have rather her say no you can't end of story. What really sticks out, is the lack of communication between staff is shocking. I later on learnt, that some of the FOH staff were new which made sense as to why the comms was just all over the place and become utterly annoying. When I had checked out, there was no apologies nothing on their behalf for the phone and communication. I paid my bond in cash and without even looking at the invoice or asking was going to refund me back on card. I made sure to get my refund back in cash.

I would recommend training your staff so they know what their communicating, the policies, attention to details and customer service. There will definitely be no future stays at The Grand. Really...

Lengthy review so sit tight and grab that cuppa or beverage. After almost 32hrs of flights and transfer times we arrived at hotel at 5am 😮‍💨. Parked up in SkyCity main car park and headed up elevator to hotel reception. Slight moment of panic when told we didn’t have a reservation 🫨, but receptionist quickly pointed out we were in wrong hotel (SkyCity vs Grand SkyCity….common mistake apparently 🤦). Anyway, was just a 1min walk round corner to the Grand 😅 Room wasn’t a available but no surprise, so we stowed luggage with concierge and grabbed a coffee at Goodtimes Coffee just round corner (which was v nice) and took a walk down to the marina. After some negotiation with wife, we hired a couple of electric scooters and spent hour scooting around Auckland bay🛴! Back to hotel at around 11am and thankfully they managed to get our room ready 🥳🙌 The reception said they’d have our cases sent up so we headed up. Nice room and lovely views across the bay. Waited almost hour for luggage though and nothing, so had to go downstairs and get it ourselves. Next morning, headed down for breakfast. Restaurant looked nice as we entered but slightly underwhelmed once in the restaurant…. Firstly, we were sat at table and asked if we wanted to order poached eggs or omelette with just 2 ingredients. If you wanted extra omelette ingredients you had to go to buffet counter to select and add to a separate plate, then unpick your omelette to add your extras. Poached eggs, assuming you wanted these with toast, you had to get your own toast and try to time this for the arrival of your eggs! Overall, a bit confused and inefficient in their structure here! The coffee and tea felt like something from an 80s convention centre, with those industrial hot water boilers (which btw we quickly realised had ran out of water 🤦) and the old school filter coffee from those classic American dinners). A good finger grip also needed for the coffee/tea mugs, as the tiny handle seemed ornamental vs any practical use 👌 Later that evening we asked concierge for a bucket of ice to be sent up up room. Again, an hour went past and nothing, so we decided to hit the pillows as too knackered. Then guess what, appx 15mins after head down and just entering the ‘REM mode’ a bang at door🤦 Decided to ignore it but this member of staff was persistent to say least bit held firm. Following what felt like the 7min scene from the Cable Guy movie, he finally left 😮‍💨 Overall, great location and room was nice with fantastic view over marina and SkyTower (floor 17). Bed was lovely and comfortable too. Only main complaints was the weird breakfast setup and repeated delays with room...

Checked into the hotel for 5 nights. Upon entering the foyer (8:00 p.m.), void of any other guests at the time, wheeling our large suitcases, we passed the baggage handler desk and, further on, the concierge desk, both of which were manned by the respective personnel. We received no acknowledgement or greeting upon entering and no offer of assistance with our luggage.

There was no welcome from the receptionist other than "Can I help you?" Routinely checked us in and gave the impression of being disinterested. Again, there was no offer of baggage assistance, directions, or any other cordial description of the hotel or services. We were simply handed the room cards, told our room number, and sent on our way. I had to backtrack and ask in what direction the lifts were located.

The room was bland, dated, and well worn. The bathroom and fittings were reminiscent of a country 2-star hotel, with barely enough room to manoeuvre in the shower cubicle. The ‘king-size’ bed was disgraceful for a supposed five-star hotel. Each side of the mattress had discernible compression indentation, as well as the comfort of a cheap, beyond its use-by date, innerspring. The sheets were gritty and not of the soft high thread count you would expect, and the pillows were completely void of any support as they were thin and flat. I called housekeeping to request a firm pillow but got no response. I called reception and had to endure a recorded message about the virtues of hotel and casino. I rang a second time and managed to rouse the attendant, from whom I requested the pillow. After an hour wait; no pillow.

As this was a holiday in Auckland, we did not want to have it spoiled by sub-standard accommodation, and so we checked out of the hotel the next morning. I would not recommend this hotel to anyone considering a five-star luxury hotel. Certainly not at the rate they charge!

Our substitute accommodation was at the magnificent, "truly" five-star 'Park Hyatt Hotel'. With a far better location, a warm and welcoming environment, and a beautiful establishment... refer...