So/ Auckland

This hotel was, without question, the biggest disappointment of our entire trip and nowhere near deserving of its so-called 5-star rating. From the moment we dealt with the hotel, everything seemed harder than it needed to be. We simply wanted to extend our stay by one night and were told it couldn’t be done. Strangely enough, they were perfectly happy to let us stay if we paid a much higher rate directly through the hotel. The second we pointed out that Booking.com had the exact same room available for less, the story suddenly changed. Even after Booking.com contacted the hotel, they initially refused the request before finally approving it after more back and forth. It felt like they were trying to squeeze extra money out of us rather than help a paying guest. Things only got worse when we checked in. The room we were given looked nothing like the King Studio Room we had booked online. It appeared to be a completely different room category. Reception insisted it was the correct room despite it clearly not matching the advertised photos. Only after we challenged it and refused to accept the explanation were we eventually moved. Given our earlier interaction about extending our booking, I’m extremely suspicious that we were deliberately placed in a lower-category room because we declined to pay the hotel’s higher direct rate and instead booked through Booking.com using my Genius complimentary room upgrade. I obviously can’t prove that was the case, but the timing makes it very difficult not to question it. The room was so obviously different from what we had booked, yet staff repeatedly insisted nothing was wrong until we pushed the issue. Had we simply accepted their explanation, I’m convinced we would have spent our entire stay in the wrong room. The worst part was the cleanliness. Pulling back the sheets to find multiple hairs throughout the bed in a hotel charging luxury prices is absolutely disgusting. There is simply no excuse for that. If they can’t even manage clean bedding, it makes you wonder what else isn’t being cleaned properly. While the manager handled the complaint professionally by inspecting the room, arranging fresh bedding and apologising, none of that changes the fact that it should never have happened in the first place. The bathroom design in the original room was another baffling decision. There was virtually no privacy around the toilet, making it completely unsuitable for couples unless you’re comfortable sharing every bathroom moment with each other. It honestly felt like style had been prioritised over basic functionality. Thankfully, the replacement room had a much better layout, but that doesn’t excuse the original design. At the end of the day, friendly staff can’t compensate for dirty rooms, misleading room presentations, poor breakfast service and an overall experience that falls dramatically short of what this hotel advertises. This property sells itself as luxury accommodation, but based on our experience it simply isn’t. We left wondering how this hotel maintains its rating when basic cleanliness and quality control appear to be such obvious issues. I would not stay here again, nor would I recommend it to anyone expecting the standard of a genuine 5-star hotel.

I was very disappointed with my stay. For what is marketed as a luxury 5-star hotel, the experience felt surprisingly cheap. The TV in the room didn’t have Netflix, YouTube, or other popular streaming services, and the entertainment options were very limited. Travelling with my young son made this even more frustrating. He wanted to watch YouTube on the TV, but because it wasn’t available, I ended up having to give him my phone instead, which wasn’t ideal. The food was also a major letdown. The options felt very limited, especially when travelling with a young child. In the end, I had to order Uber Eats for my son because there wasn’t much available that suited him. For the price you’re paying, I expected a much better selection and overall dining experience. The best part of my stay was definitely the pool and gym. Both facilities were excellent, well maintained, and were the highlight of the hotel experience for me. My son absolutely loved the pool and had a great time swimming, which was one of the few highlights of our stay. Overall, the hotel looks flashy, but the experience didn’t match the price or reputation. I wouldn’t stay here again and wouldn’t recommend spending my money here again.

Stayed at SO Auckland for two nights. A great location in downtown Auckland with plenty of bar and restaurant options in easy walking distance. The staff were friendly and the facilities at the hotel were good. The in room bathtub turned out to be a really good touch. The public spaces within the hotel especially the lobby is very art nouveau and is both bold and intimate at the same time.

I recently had another fantastic stay at SO/ Auckland, and it continues to exceed expectations every time. From the moment I arrived, my Accor Platinum status was genuinely recognised and appreciated. I was graciously upgraded to the stunning Loft Suite, which made the stay feel even more special. A lovely Easter-inspired welcome amenity awaited me in the room, along with welcome drinks at Moxo Bar, both thoughtful touches that set the tone for the experience. I also thoroughly enjoyed access to Club Signature, where the afternoon tea and evening drinks with canapés were beautifully presented and a real highlight. The following morning, the buffet breakfast was exceptional—easily the best hotel breakfast in Auckland. Paired with the incredible views over the Auckland Harbour, it was the perfect way to start the day. A special mention must go to Mica at reception, whose attentiveness and genuine warmth stood out. Her customer service was outstanding and truly elevated the stay. Overall, a seamless and luxurious experience from start to finish. I will definitely be back again soon.