How does Accor treat you as an Elite guest?

[DejaBrew]

Property: The Sebel Auckland Viaduct Harbour
Status: Accor+ Gold
Room booked: Marina View 1 Bedroom Suite Queen
Room upgraded/type: Unsure? Was on the top floor (Level 6), but not sure if this was an upgrade or simply the location of the room type in question.
Rate: NZ 30% off promo, $839 for 3 nights.
Free internet: Yes
Free Breakfast:  No
Early check in/late out: Late checkout - 12pm (more detail below)
Welcome drink: Yes (see menu below)
Welcome gift: No

Neglected to take photos of the room itself, so have added a couple of relevant pics from the hotel's website, plus a shot I took of the view from our room. Note, the room pics on the hotel website show a slightly larger room than what I had, and also a more plush decor than what I experienced. Very happy with the location at Auckland's Viaduct Harbour, just a couple of blocks away from Britomart and Queens St etc.




Apartment-style room with full kitchen (fridge/freezer, stove, oven, dishwasher, microwave, Nespresso machine), in-room laundry facilities (washer/dryer), lounge/dining area, separate bedroom and dual-entry bathroom (separate walk-in shower and full size bath). Bed was comfy enough with his/hers wardrobes in the bedroom, the ability to close it off from the living area and a sliding door to balcony. Living area offered plenty of natural light, privacy blinds and block out curtains with a sliding window to allow in the fresh air.

Was contacted by the hotel the day before arrival to thank me for being a loyal ALL+ member (yada yada) and ask what time I was arriving? Curiously, I'd completed a pre check-in and had already denoted my arrival time, so clearly staff hadn't received the info or hadn't bothered to look. They also informed me of the welcome drinks selection and asked for my preference, which would be made available in the room. I asked that they note my request for late check-out and was advised that I needed to ask the night before leaving the hotel. I explained that I was happy to do that, but wanted to at least note ahead of schedule to ensure there was a better chance vs a last-minute request.

No ALL+ welcome on arrival, nor was there any welcome gift. Was informed that welcome drinks (2 x mini bottles of Merlot) were already in the room the hotel had no restaurant or bar facilities on site, however it was possible to dine at the surrounding venues in the Viaduct and charge back to the room at the Sebel. Additionally, local restaurant "Giraffe" offers room service via QR code in the room.

Happy with the room itself, however something worth noting was that we were situation immediately above The Fox, a London-styled pub, which also happens to have live music in the evenings. Rather loud live music.... which goes on for quite a while.... As a heavy sleeper, it wasn't such a problem for me. For DejaBrew+1 though? Different story. In my opinion, the hotel would do well to invest in double-glazed windows (or similar) for mitigating some of the noise intrusion.

Umbrellas supplied for use on request at the front desk, but seemed strangely reluctant to provide us with one each. We got 2 in the end.

On the morning of the second-last day of our stay, the in-room safe stopped working (dead battery). Went down to front desk and requested they fix or allow me to store some valuables in their office. Maintenance was on site so they organised to send them up to rectify (reasonably quickly). At the same time, I requested the late checkout. 12pm was granted without much fuss and I happily accepted.

Around 11am the next morning, we noticed someone attempt to gain access to our room. Around 15mins later, it happened again. At about 11:30am, the phone in the room rings and it's the front desk telling us it's 11:30am and wanting to know when we're checking out? I mentioned I'd already had a confirmed late checkout of 12pm. Front desk was confused and wanted to know who provided that? Informed them it was organised the previous morning via staff at the front desk and that they had confirmed a late (12pm) checkout. Front desk now mentions they need to check with their manager. We were intending to check-out soon thereafter, so didn't bother arguing further and just told them we'd be down shortly.

Would I stay again? Yes, if the price was right. Nice location with good views and handy arrangements for meals/drinks with the surrounding restaurants. Having said that, I'm of the opinion that the hotel is not managed as effectively as it could/should be and I would be aware of the potential for disruption from the pub below. If you're a light sleeper, then consider booking elsewhere.

 

[DejaBrew]

Daily Bread bakery next door does great baguettes

Discovered that place as well over the weekend. Really nice stuff!!!

An inconsiderate guest decided to try and smoke in their room yesterday morning (it's a non smoking hotel), set off the smoke alarm resulting in everyone needing to evacuate. Walking down 11 stories of stairs wasn't the exercise I had planned, but two fire trucks arrived quickly, cleared everyone to return.

Oh dear, that's not good. Also might be an explanation for the sirens and fire trucks I spotted in the CBD that morning.

 

[DC3]

Property: The Sebel Auckland Viaduct Harbour

.. already had a confirmed late checkout of 12pm. Front desk was confused and wanted to know who provided that? Informed them it was organised the previous morning via staff at the front desk and that they had confirmed a late (12pm) checkout. Front desk now mentions they need to check with their manager …

So, pretty much accused you of telling a porky?

 

[DejaBrew]

So, pretty much accused you of telling a porky?

I wouldn't go that far. My bet is that the bloke who confirmed the late checkout didn't note it down properly, or the lady who rang top simply didn't read the notes. The confusion - and the fact we had 2 failed entry attempts from 11am - makes me think it was more the former. There was no further discussion/argument about it at check-out, so I'm guessing they either decided to let sleeping dogs lie, or simply acknowledged that they'd screwed up. No biggie in the end, but adds credence to my comments re: the hotel not necessarily being run as effectively as it otherwise could/should be.

 

[DC3]

I wouldn't go that far. My bet is that the bloke who confirmed the late checkout didn't note it down properly, or the lady who rang top simply didn't read the notes. The confusion - and the fact we had 2 failed entry attempts from 11am - makes me think it was more the former. There was no further discussion/argument about it at check-out, so I'm guessing they either decided to let sleeping dogs lie, or simply acknowledged that they'd screwed up. No biggie in the end, but adds credence to my comments re: the hotel not necessarily being run as effectively as it otherwise could/should be.

I’m sure that some could have been a bit offended by being challenged about the late check-out. I mean, who writes down the names of who they talk to at reception. At least you didn’t create a fuss.

 

[Aussie_flyer]

I would have been irate that access was being attempted and then having that conversation.

 

[jase05]

mean, who writes down the names of who they talk to at reception

I take note of as many staff as possible.

 

[DC3]

I take note of as many staff as possible.

Well, yes, I believe you. It’s just a shame that it comes to this.

 

[markis10]

Sad to hear the Sebel is still the same re service (and pub noise)
That view looks familiar, albeit 2015

 

[DejaBrew]

Sad to hear the Sebel is still the same re service (and pub noise)
That view looks familiar, albeit 2015

View attachment 429381

Indeed. Room 613.

 

[DejaBrew]

I’m sure that some could have been a bit offended by being challenged about the late check-out. I mean, who writes down the names of who they talk to at reception. At least you didn’t create a fuss.

True. Given we were almost ready to leave anyway we weren’t too bothered. But it was definitely unnecessary and my feedback to the hotel is to that effect as well.

I would have been irate that access was being attempted and then having that conversation.

I think room service just attempted to enter and quickly realised the room was still in use. The door wasn’t opened, but it was obvious someone was trying to scan a keycard and push the door open (almost like on autopilot). They immediately stopped and moved on though and the phone call to the room suggests word got to the front desk that the room was still occupied. I was less fussed as we were just about to leave anyway.

 

[jase05]

Well, yes, I believe you. It’s just a shame that it comes to this.

I try to remember as many names as possible as we often are targeted for surveys and do receive calls from management so I like to give positive feedback aswell. Thankfully I’d say the positive feedbacks outweighs the negative during stays we have had.