"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.1. 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.2. 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.3. 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.4. 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.5. 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 ManagementAs 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 service standards.
