TE KAAHU — Restaurant in Māngere-Ōtāhuhu

Update: I went back to Te Kaahu about 6 weeks after my first time, where I happily gave a 5 star rating (my original review below) to now struggling to give a 1 star. The arrival was pleasant, however, once ariving at the counter we were told about the breakfast advising the coffee was to our left, which was a standard push button machine that is preset with regular milk. As someone who is lactose it is not inclusive to allow machine coffee's to be regular milk only, or that I have to make my coffee black and add a dash of soy, almost like an instant. Last time barista coffee was included, and now the price is the same and I can't have a coffee. The baked beans were luke warm at best, which is unappetizing, I assume the banemarie wasn't kept hot enough. The fruit wasn't replenished regularly and was a lack lustre couple pieces of pineapple, rock melon and a couple grapes, nothing compared to lucious variety of fruit last time. The orange juice in the machine that makes it in front of you was good, but the orange juice in the pour yourself container tasted like a watery mango orange, not orange, and there wasn't any apple which I would've thought would be a staple. The muffin was dry. The sauce options were a lot, however, there was no hollandase, which is odd as that is a popular sauce especially when eggs and bacon are on tap. The manager and I assume the 'head of' were having a meeting during service which felt unprofessional and offputting, and I understand that they may need to be onsite at all times, but during a somewhat busy breakfast isn't the time for the meetin. Only 1 table the whole time we were there ordered barista coffee which meant 3-4 staff were just standing around the machine area gasbagging, so excluding that offering will be saving them money....not! When I first went to Te Kaahu I thought I'd finally found a good spot for a special breakfast that catered to my needs all for what I felt was a reasonable price. I won't be going back. How somewhere drops its standards that quickly is beyond me, and I know I'm not the only person lactose intolerant so being excluded isn't the way to go.

Upon arrival the concierge staff were fabulous, welcoming, friendly and with a smile, happy to assist us up to the 9th floor for breakfast. Arriving on level 9 the mood and atmosphere was welcoming and light. The matre d welcomed us, told her we had a reservation, she sat us at a table, my only negative is she didn't explain the coffee situation or take a coffee order, I then got up and asked about it, and placed a coffee order, but those coffees never came. The food was a large variety, the fresh fruit was fabulous with fresh raspberries, the eggs your way were cooked to perfection and the chef was friendly, there were lots of hot choices. There were multiple juices to select from, including fresh orange juice in front of your eyes. The staff were super friendly, smiling faces and very helpful. The coffee order was fixed and the coffees had a great taste. The manager on duty was friendly, professional and helpful. The concierge when leaving were also very friendly. Overall, a great atmosphere, a good view of the planes, friendly and helpful staff, great food, great coffee, 100% will be...

"Disappointing Service Experience at Te Kaahu, Pullman Hotel Auckland Airport"

(I can't see the review I wrote last week, so I'm rewriting it now.)

I have been a loyal guest of Pullman Hotels in various countries and have always appreciated their high standards. However, my experience at Te Kaahu, Pullman Auckland Airport, was deeply disappointing due to poor service quality and lack of professionalism.

Disruptive Cleaning During My Meal. Shortly after I started my meal, the staff began vacuuming and mopping the floor around my table. This was disruptive and made it difficult to enjoy my meal, as I had to pause eating until they finished. It created an unwelcoming atmosphere and felt inconsiderate towards diners.

Ignored When Ordering Tea. After finishing my meal, I wanted to order tea but was left waiting for a long time with my empty plate. No staff approached me, and I had to actively call someone over to place my order. This lack of attentiveness was frustrating and not what I expect from a high-end hotel restaurant.

Asked to Vacate My Table Without Clear Justification. As I was drinking my tea, a staff member told me I needed to leave because the table was reserved. However, when I asked what time the reservation was for, I received inconsistent answers—first an already-passed time, then “in 15 minutes,” and then “in 10 minutes.” The explanation kept changing, which made the situation confusing and unprofessional. At no point was I informed of a time limit when I was seated.

Unnecessary Questions About My Plans. During my meal, a staff member asked where I was heading, what time my flight was, and how long I planned to stay. This level of questioning felt intrusive and unnecessary, as I was simply dining and not occupying a lounge or special seating area.

Limited Seating Options and Unhelpful Resolution. When I offered to move to a nearby seat instead of leaving, the staff said they needed to check with the manager. Upon returning, they told me I could not sit anywhere else and had to move to the bar, without offering any alternatives. This inflexible and impersonal approach to problem-solving was disappointing.

-A Message to Pullman Hotel Management

As a frequent Pullman guest, I have always appreciated Accor’s commitment to hospitality. However, this experience at Te Kaahu did not reflect the level of service I expect.

Staff should be better trained in customer service, communication, and handling guest needs with professionalism. A simple apology and a more accommodating approach would have significantly improved the situation.

I would appreciate knowing what steps have been taken to improve service quality at Te Kaahu. Has additional training been provided? Have service policies been reviewed?

Despite this experience, I still value Pullman Hotels and hope to see improvements in their...

We had terrible service with our server getting our order wrong from the start. We ordered 6 cooked oysters and 3 raw as a starter before entrees. She bought out 6 raw oysters and we told her we only wanted 3. We asked where our cooked ones were and she said that they were coming. After some time 6 more raw oysters arrived so we sent them back. Some time later 3 more raw oysters arrived so we sent them back. Then another server arrived with 3 more raw oysters. We ate them so that we could get our entries started as an hour had passed by. We told her we would not pay for the additional 3 oysters to which she replied” you have to because you ate them”. We paid the bill $607.98 and the next day I noticed you also charged my card $600 in addition. You have not right to do this and did not advise us you were doing so. This is fraud. I have emailed the hotel twice now, only to be told you will look into it. Meanwhile the charges are in my card while I am travelling overseas. This limits the credit amount in my card and I have hotel bills to pay today. You have impacted on our vacation You need to get this sorted urgently as I need my...