Sofitel Queenstown Hotel & Spa

Superb

One of the best holiday...

Liked: Location, staff, breakfast, view and room are fabulous. Will be back for Xmas.
Disliked: Nothing.

Good facilities but bad experienced.

Liked: In terms of comfort of stay, this hotel is good. Unfortunately in terms of payment, it gave me a bad experience.
Disliked: I am a "Tier-3" traveler on Booking.com.This is the first hotel that has given me a bad experience.I booked a hotel through Booking.com and made a direct payment "Pay Now" via credit card.When checking out, the hotel asked for my credit card for payment.I asked: "Can I pay in cash?".He replied: "Yes".I paid NZD499 in cash assuming they had not or would not charge the credit card payment I made during the previous booking. Or, if they had already charged my credit card, they should not have accepted the NZD499 cash payment when I checked out.Unfortunately my bank informed me that the hotel had charged my credit card NZD499.After I contacted the hotel they admitted that they had made a mistake and would refund me but they said that payment could not be made through Booking.com and then asked for my email address (not my account number!).I gave them my email address but to this day they have not informed me anything and I still have not received a refund.It is a shame for the supposedly good hotel, a shame for other employees with integrity.I hope that the hotel does not look negatively at my comments but rather accepts my comments as something that will be improved in the future.My advice is, in the issue of charges and payments, the hotel needs to be more careful and thorough before imposing any charges because employee negligence in this matter will tarnish the credibility and integrity of other employees and thus affect the hotel's reputation as a whole.Double charges will not be something that disappoints anyone if the hotel always communicates well, acts quickly, informs the status of the refund from time to time, instead of just apologizing but leaving them wondering if the payment has been made, if there is still information that needs to be submitted, if there is a delay on the part of the hotel or bank. Don't leave them thinking, assuming things and waiting in the dark.

Exceptional

Very luxury and efficient

Liked: Location, friendliness of staff and facilities
Disliked: No parking besides valet parking was the only fault in the property but everything else exceptional.

Superb

Disliked: The Need for valet parking, but it was a minor thing.

Well appointed hotel in a...

Liked: Very comfortable bed. Great central location. Staff very friendly and attentive.
Disliked: Our room faced the sports bar, so lots of noise until early AM every night. Windows appeared to be double glazed but wasn’t enough to keep the noise completely out.

Very good

Good location, friendly staff and...

Liked: The staff were very helpful and friendly, making the whole experience smooth and enjoyable. Excellent customer service!
Disliked: Beds are dated and need an upgrade