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“Superb customer service!” 5 of 5 stars
Review of The Sebel Quay West Auckland

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The Sebel Quay West Auckland
4.5 of 5 Hotel   |   8 Albert Street, Auckland 1010, New Zealand (Formerly Quay West Suites Auckland)   |  
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Ranked #16 of 77 Hotels in Auckland
Certificate of Excellence 2014
Laguna Hills, California
1 review
“Superb customer service!”
5 of 5 stars Reviewed May 27, 2014

Our original room upon arrival was street facing and on level 5. I explained to Simone and the gentleman on duty that the street noise would be a real problem for me and asked to be moved. Unfortunately the hotel was fully booked, but they promised to do their best to switch us for our remaining stay. We found out the next morning we were moved to a much higher level with harbor view the next morning. It was awesome! They also brought us a really thick mattress for the sofa bed when requested. Word of warning, the sofa bed is not suitable to sleep on. My daughter said you can feel the springs in the mattress, hence our request for a better mattress. Also, our original room 503, really smell. The odor in the bathroom was especially strong. Luckily our new room on the 14th floor was nice and odor free. I work in customer service for a famous retail store in the states and I used to work for the Marriott in the sales department and I have to say while I was very impressed with the hotel customer service, the quality of the rooms are very inconsistent. The hotel is listed as four stars, and I couldn't believe the bathroom of a four star hotel room would smell of urine and the sofa bed mattress was in such poor condition. Even though we were happy with our second room, I will only give cleanliness a 3 star because of the first room. What if we weren't able to switch our room?

  • Stayed May 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Accorhotels.com

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShawnWAM, Manager at The Sebel Quay West Auckland, responded to this review, July 7, 2014
Dear Cecilia S

It is great to know that Simone and the team have managed to room move you to a better room with the view and you liked it. Our team is always there to try our best to accommodate our guests' requests
I will also certainly talk to our Housekeeping Manager to rectify the problems you mentioned.
Thank you.

Kind Regards

Shawn Wei
Assistant Manager
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401 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (121)
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English first
Melbourne, Australia
Top Contributor
224 reviews 224 reviews
36 hotel reviews
Reviews in 81 cities Reviews in 81 cities
106 helpful votes 106 helpful votes
4 of 5 stars Reviewed May 23, 2014

Have stayed here regularly on business trips to Auckland and the experience depends on the floor level and the particular room allocated to you. The lower levels do not have a view and can be noisy but this time my room was on the 24th floor facing the harbour. The room was well appointed and in excellent condition. It was also very clean, quiet and had a great view. The location is very central which enabled walking to business meetings in the CBD and out to dinner in the nearby Viaduct precinct. Reception was always friendly and very helpful. The cafe was closed but there was an arrangement to have breakfast at the nearby Mercure Hotel and charge back. The cost of $25/day for room accessed internet is unacceptable given the room rate. The free access in the hotel lobby was mostly not convenient and did not work well. The cost for these apartments can vary significantly depending on how and when you book.

  • Stayed March 2014, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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ShawnWAM, Manager at The Sebel Quay West Auckland, responded to this review, July 7, 2014
Dear Michael C

Thanks for sharing your comments and I am glad to know that you enjoyed your stay.
In regards to our internet, we have rolled out in room complimentary internet to all our free Le Club membership guests and it will be free for you as well next time. We have since received lots of great feedback
Once again, it is a pleasure to receive positive comments and I will share this with the team

Kind Regards

Shawn Wei
Assistant Manager
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Palo Alto, CA
Senior Contributor
22 reviews 22 reviews
8 hotel reviews
Reviews in 10 cities Reviews in 10 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed May 22, 2014

This is the second Quay West Suites we have stayed in (first in Melbourne). The Auckland version is definitely inferior in several ways - including quality/size of room, bedding, value and hotel amenities. Even with a room "upgrade" (as a LeClub member) all I can say is that the view was good, not great (of the harbor). However, my biggest complaint about this property was the internet policy. Free (for 1 hour) if in the lobby but even that requires a code (which you retrieve from the front desk) and connectivity is not very good. If you want internet in your room it costs $25 per device per 24 hours. In this day and age, this is a ridiculous policy, particularly for a hotel that is supposedly 4-5 stars. There is supposed to be a cafe on the second floor but that has been gone for over a year. The "room service" is ordering pre-prepared food (from somewhere) that you heat in your own microwave.

  • Stayed May 2014, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShawnWAM, Manager at The Sebel Quay West Auckland, responded to this review, July 7, 2014
Dear aleram6

Thanks for your recent comments.
The Quay West Suites has taken lots of our guests comments into consideration and we are pleased to inform you that we are rolling out trial free internet in the room since early July to all our Le Club members even if you are at the Classic level and the internet has doubled its speed as well. The membership is free to sign up to all our guests. In regards to room service, we are proud to have Wishbone to provide us 24 hour food service and they are really amazing food
Once again, thanks for your comments and we hope to see you in the near future.

Kind Regards

Shawn Wei
Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
Contributor
13 reviews 13 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
30 helpful votes 30 helpful votes
3 of 5 stars Reviewed May 14, 2014

The Quay West Auckland has an amazing view of Auckland bay. The room itself was a little tired and the carpets are shocking. It looks like there was a flood and the edges are all black, they are worn in places and really need to be replaced. I didn't like my children walking on them. The kitchen was cleanish and the bedding was clean. It has everything you need although the washing machines needs a service as it left soap all over our clothes in places. It was comfortable for a few nights but really needs a re- vamp. Also there is no one to great you, no porter so it meant struggling up to the 31st floor with all our luggage. We were on a long trip around Australia and New Zealand so we had a lot. A porter would have been nice. I guess you get what you pay for. The Cafe in the hotel was never open the entire time we were there. it would be good if they offered a grocery service as when you are new to a city you have no idea where to go.Thank goodness they did have tea and sugar etc in the room. Don't think i would stay there again.

Room Tip: Choose a high room for a better view.
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  • Stayed April 2014, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShawnWAM, Manager at The Sebel Quay West Auckland, responded to this review, July 7, 2014
Dear Julie G:

It is sad to know your stay did not meet your expectation. And I would like to take this opportunity to apologize on behalf of the whole team,
Our aim is have the team being there for our guest at all times. In this case, they were not there to help you with the luggage. Sorry for the inconvenience.
In regards to our cafe, we decided to close it down because the hotel is in a prime location where all the great restaurant and bars are around us. The New World Super market is few minutes walk behind our hotel.
Once again, thanks for taking your time to share your comments and we really hope we could better serve you next time

Kind Regards

Shawn Wei
Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nelson, New Zealand
Senior Contributor
30 reviews 30 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed May 11, 2014

We had a quite expensive suite and we enjoyed our stay very much. We were quite high up so we had good views, I suppose lower down are the views not so good. Everything looks very classy. It is a bit pricy but if you are prepared to spend it then you get your money's worth.

Room Tip: take a room higher up
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  • Stayed June 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShawnWAM, Manager at The Sebel Quay West Auckland, responded to this review, July 7, 2014
Dear Jo L

Thanks for your comments. It is good to hear that you had enjoyed your stay and your room had a great view.
We are looking forward to seeing you again
Thank you

Kind Regards
Shawn Wei
Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Top Contributor
87 reviews 87 reviews
71 hotel reviews
Reviews in 42 cities Reviews in 42 cities
56 helpful votes 56 helpful votes
5 of 5 stars Reviewed April 22, 2014

From the warm check in to the friendly check out, we enjoyed every minute of our stay at this property. The suite was large, well furnished and the balcony an added bonus. The location is good, you can walk everywhere from this property. I think the staff make it a stand out property. This is a true 5 star property and probably one of the best I have stayed at in Auckland.

  • Stayed March 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShaneE174, General Manager at The Sebel Quay West Auckland, responded to this review, May 11, 2014
Hi Oztravel7,

Thank you for your recent comments and taking the time to express your thoughts on Tripadvisor. It means a lot to my staff an I to hear that you enjoyed your time at the hotel.

Kind regards,

Shane Edwards
General Manager
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Great Plains
Top Contributor
191 reviews 191 reviews
57 hotel reviews
Reviews in 85 cities Reviews in 85 cities
79 helpful votes 79 helpful votes
5 of 5 stars Reviewed April 20, 2014

We arrived in Auckland on a 5:45 am flight from the states, tired and sick. We really thought our suite wouldn't be available, but it was and it was superb. 14th floor - amazing view of the harbor, and wonderful beds, laundry, and living quarters in our suite. Clean, quiet, and helpful staff. When it became necessary for us to get some medical help, they immediately recommended the Hotel Doctor, who arrived in 45 minutes, and came directly to our room for treatment. After a good nights sleep and medications, we were ready to resume our trip, but again, we can't say enough about this hotel and their beyond the norm help for their guests. Location - 2 blocks from the harbor and near many wonderful places to eat or visit. Perfect choice for any traveler. After returning home, I needed the address of the doctor for insurance claims and didn't have it. Again, this hotel staff came through for me. Like I said, they were tops!

Room Tip: Ask for a upper floor as the view is marvelous.
See more room tips
  • Stayed March 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShaneE174, General Manager at The Sebel Quay West Auckland, responded to this review, May 11, 2014
Hi dreamtraveler4,

Sorry to hear that you weren't well on arrival, I am glad that we were able to assist to get you back on your feet to enjoy this wonderful city. Thank you for your recent comments.

Kind regards

Shane Edwards
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Sebel Quay West Auckland

Address: 8 Albert Street, Auckland 1010, New Zealand (Formerly Quay West Suites Auckland)
Phone Number:
Location: New Zealand > North Island > Auckland Region > Auckland
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Wheelchair access
Hotel Style:
#15 Luxury Hotel in Auckland
#15 Romantic Hotel in Auckland
#16 Family Hotel in Auckland
#20 Business Hotel in Auckland
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — The Sebel Quay West Auckland 4.5*
Number of rooms: 57
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Also Known As:
Quay West Suites Auckland Hotel Auckland Central
Quay West Hotel Auckland
Quay West Auckland
The Sebel Quay West Auckland New Zealand

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