SO/ Auckland
Frequently Asked Questions
General Questions
How can I make a reservation at your hotel?
You can book SO/ Auckland online through the official SO/ Hotels or ALL Accor website, or contact the hotel directly on +64 9 379 1860. Booking direct makes it easy to view current room availability, rates and special offers.
What is your cancellation policy?
Cancellation terms at SO/ Auckland vary by the rate and package booked. Check the cancellation conditions shown with your selected rate before confirming. For an existing reservation, use the booking details or contact the hotel directly for assistance.
How can I modify or cancel an existing reservation?
You can modify or cancel an existing reservation through the booking channel you used, subject to its terms and conditions. For direct bookings, contact SO/ Auckland or use the booking confirmation details for assistance. Pre-paid non-flexible bookings are not refundable.
How can I pay?
Payment options and any pre-authorisation or guarantee requirements depend on your booking and rate. A valid payment card may be required to guarantee a reservation. Check your booking terms or contact SO/ Auckland for the accepted payment methods for your stay.
Is breakfast included? How much does it cost?
Breakfast is available daily at Harbour Society on level 15, with views across Auckland and the Waitematā Harbour. Whether breakfast is included depends on your room rate or package, so check the inclusions when booking.
Why should I book directly on so-hotels.com?
Booking directly through SO/ Auckland or ALL Accor gives you access to the hotel’s direct rates, current offers and applicable ALL Accor member benefits. Direct bookings also make it easier to manage your reservation directly with the hotel.
Does the hotel offers/accepts gift cards?
Yes. SO/ Auckland offers accommodation and experience vouchers, including hotel stay vouchers. Voucher inclusions, value, validity and booking conditions vary, so check the current voucher terms before purchasing or redeeming.
How can I redeem a promo code?
Enter your promotional or offer code in the relevant field during the online booking process. If the code is valid for your selected dates and room type, the applicable offer will be reflected in the booking. Terms and availability apply.
Is a deposit required at check-in?
A stay will require a valid credit card guarantee or other pre-authorisation depending on the rate and booking conditions. Check your reservation terms for any deposit or guarantee requirements before arrival.
What loyalty or membership programme does SO/ Auckland offer?
SO/ Auckland is part of Accor and participates in ALL Accor, Accor’s free loyalty programme. Members can access eligible member rates and earn Reward points on qualifying stays and participating dining experiences.
Do you recommend pre-booking all dining and leisure prior to arrival?
Yes, pre-booking is recommended for popular dining and spa experiences, especially at busy times. Reservations can help secure your preferred time at Harbour Society, HI-SO or SO SPA.
What is your policy regarding children staying at the hotel?
SO/ Auckland welcomes families and offers rooms with king or twin bedding, with baby cots available on request in eligible rooms. Check the room’s occupancy and bedding options when booking.
I haven’t received my invoice. What should I do?
If you have not received your invoice, contact SO/ Auckland directly and provide your name, stay dates and booking confirmation number. The team can help locate your reservation and provide the appropriate invoice or receipt.
What sustainability initiatives undertakes the hotel to reduce its environmental impact?
SO/ Auckland is certified at a Qualmark Gold level. For the latest information on its environmental initiatives and certifications, contact the hotel directly or refer to its current sustainability information.
What identification is required at check-in?
Guests should have valid identification available at check-in. Requirements can vary by guest and booking, so international travellers should carry their passport and other travellers should bring accepted photo ID.
Do you offer group rates or event bookings?
Yes. SO/ Auckland offers meeting and event spaces for corporate functions, private gatherings, dinners and other occasions. The events team can tailor the space, food and audiovisual requirements to your event.
About the hotel
When is the reception available?
SO/ Auckland has a 24-hour front desk, so assistance is available around the clock.
What time is check in / out?
Check-in at SO/ Auckland is from 3pm and check-out is by 11am. If you need more flexibility, ask the hotel about early check-in or late check-out, which are subject to availability and may incur a fee.
Do you have Wi-Fi?
Yes. Complimentary high-speed Wi-Fi is available for guests at SO/ Auckland, including in the guest rooms and hotel areas.
How do I get there?
SO/ Auckland is at 67 Customs Street East in Auckland CBD. It is about a three-minute walk from Britomart Train Station and four minutes from the Ferry Terminal, with Auckland Airport approximately 22 km away.
Where can I park?
SO/ Auckland does not offer self-parking. Valet parking is available for an additional fee, with vehicle height restrictions. The hotel recommends allowing at least 20 minutes when requesting your vehicle.
Can I reserve parking?
Valet parking is available, but parking spaces cannot be reserved in the same way as a standard self-parking facility. Availability and fees apply, so contact the hotel if parking is important to your arrival plans.
Does the hotel have an electric car charging point?
If you are travelling with an EV, contact the hotel before arrival for the latest charging options.
Do you offer valet parking?
Yes. SO/ Auckland offers valet parking for an additional fee. Current hotel information lists valet at NZ$65 per night, subject to availability and vehicle height restrictions.
Do you arrange airport / trainstation transfers?
SO/ Auckland is approximately 22 km from Auckland Airport and is close to Britomart Train Station and the Ferry Terminal. Contact the hotel if you need help arranging transport; availability and charges may vary.
Do you have luggage service?
Yes. SO/ Auckland can assist with luggage storage and concierge services. If you arrive before check-in or need to leave luggage after check-out, speak with the front desk.
Is smoking allowed in the hotel?
SO/ Auckland is a 100% non-smoking property. Smoking is not permitted inside the hotel, including guest rooms and indoor public areas.
Can I bring my pet?
Service animals are welcome, subject to applicable requirements. Pets are not permitted at SO/ Auckland.
Can I use the spa facilities?
Hotel guests have complimentary access to the heated indoor lap pool, jacuzzi, Finnish sauna and fitness facilities. SO SPA offers a range of paid treatments for guests and non-resident guests alike.
Is there a fitness area?
Yes. SO/ Auckland has a fully equipped SO/ FIT gym with cardio and cable machines and free weights. The gym is open 24 hours for hotel guests.
What are the breakfast hours and prices?
Breakfast is served at Harbour Society on level 15. Hours are usually from 6:30am – 10:30am Monday to Friday and 7am–11am Saturday and Sunday. Breakfast inclusion and pricing vary by rate and offer.
Is room service available? What are the hours?
Yes. Room service is available at SO/ Auckland, allowing guests to enjoy food and drinks in their room. For current menus and service hours, check with the hotel during your stay.
Is laundry service available at the hotel?
Yes. Laundry and dry-cleaning services are available for guests at an additional charge. Contact the hotel for current turnaround times and pricing.
About the rooms
What amenities are provided in the rooms?
SO/ Auckland rooms include high-speed Wi-Fi, air conditioning, a 49-inch TV, Nespresso coffee and tea facilities, an in-room safe, hairdryer and the hotel’s signature freestanding bathtub in most rooms. Room features vary by category.
Is there a minibar in the room?
Yes. Rooms include a minibar, costs are outline in the room when you stay.
Are any of the rooms wheelchair-accessible?
Yes. SO/ Auckland has accessible accommodation and accessible routes to key hotel facilities. Accessible rooms include features such as accessible bathrooms, grab rails and shower chairs; contact the hotel to select the most suitable room.
Do the rooms have a balcony or terrace?
SO/ Auckland suites feature private balconies, including the Atelier Suite. Other rooms instead offer expansive city or Waitematā Harbour views through large windows.
Are cribs or extra beds available?
Yes. Baby cots and extra beds are available on request in eligible room categories. Availability and charges can vary, so request them when making your reservation.
Are there rooms with connecting doors for families?
Connecting rooms are not available. If you are travelling as a family, contact SO/ Auckland before booking to discuss adjoining or nearby room options.
Is there a safe in the room?
Yes. Guest rooms include an in-room safe for securing valuables.
Restaurants & Bars
What on-site dining options are available, and how can I make a reservation?
SO/ Auckland offers several dining venues: Harbour Society restaurant, Javalab Café, MIXO lobby bar and HI-SO rooftop bar. Harbour Society accepts reservations, and advance booking is recommended for popular dining times.
What social spaces do you offer? What are the views like?
SO/ Auckland’s standout social spaces include the 16th-floor HI-SO rooftop bar, Harbour Society on level 15 and the Social Club Terrace for those guests with Club access. Guests can enjoy panoramic Auckland CBD and Waitematā Harbour views from selected spaces.
Are there special events at the restaurant and bar?
SO/ Auckland hosts special dining, cocktail and seasonal events from time to time. Check the hotel’s current events and offers on the website or contact the hotel for upcoming dates.
Can I come by Harbour Society for lunch even if I'm not a hotel guest?
Yes. Harbour Society is open to visitors as well as hotel guests, subject to opening hours and availability. Reservations are recommended, particularly for busy periods.
Can I have breakfast at Harbour Society even if I'm not a hotel guest?
Yes. Non-guests can dine at Harbour Society for breakfast, subject to availability and current breakfast arrangements. Check the restaurant’s current hours and booking requirements before visiting.
Are pets allowed at the restaurant and bar?
Service animals are welcome. Pets are not permitted at SO/ Auckland, including its restaurants and bars.
Do you offer vegetarian/vegan options?
Yes. SO/ Auckland can accommodate vegetarian and vegan dining preferences. Let the restaurant team know about your dietary requirements when booking or ordering.
Can allergies or food intolerances be accommodated?
SO/ Auckland can work with guests who have food allergies or intolerances. Advise the restaurant team before ordering so they can discuss suitable choices and preparation requirements.
Are there any gluten-free dishes?
Yes. Gluten-free options are available, including a dedicated gluten-free station at the buffet breakfast. For other meals, tell the restaurant team about your requirements so they can advise on suitable dishes.
Weddings & Events
I’m celebrating a wedding. Can the hotel help with arrangements?
Yes. SO/ Auckland can help with wedding-related celebrations and private events. Its event spaces, dining venues and experienced events team can be tailored for special occasions; contact the events team to discuss your plans.
I'm planning an event. Can the hotel help with arrangements?
Yes. SO/ Auckland offers a range of meeting and event spaces for corporate meetings, private functions, dinners, launches and celebrations. The events team can assist with room layouts, catering and audiovisual requirements.
What is the maximum capacity of your largest event space?
The Vault is SO/ Auckland’s largest main event space, measuring 231 sqm and accommodating up to 145 guests in theatre style or 150 for cocktails. Other spaces are available for smaller meetings and events.
Do you offer outdoor venues for events or ceremonies?
Yes. Social Club Terrace provides an outdoor rooftop event setting with Auckland city views. The suitability of the space for a ceremony depends on the event setup, weather and availability.
Is it possible to book the entire event area or the hotel exclusively?
Private event bookings can be arranged for selected spaces, including larger meeting, dining and social areas. Full hotel exclusivity is subject to availability and specific event requirements, so enquire directly with the events team.
What technical and AV equipment is included in your meeting packages?
Meeting and event spaces include high-speed Wi-Fi, air conditioning, adjustable lighting, still and sparkling water, notepads and pens. Audiovisual equipment is available for an additional charge.
Activities
Can I hire a bike?
SO/ Auckland does not have an on-site bike-hire service. The concierge team can advise on local transport and cycling options in Auckland.
Is there a jogging trail that starts right at the hotel?
The hotel’s central CBD location provides access to waterfront and city routes, and the concierge team can suggest suitable local running routes.
What places do you recommend visiting in the area?
SO/ Auckland is in the heart of Auckland CBD, close to Britomart and the waterfront. Popular nearby attractions include the Sky Tower, Auckland Art Gallery, Viaduct Harbour, Wynyard Quarter, Albert Park and the Ferry Terminal.
What shopping options are there in the area?
SO/ Auckland is close to some of Auckland’s best shopping. Queen Street and Commercial Bay are nearby, while Britomart and the surrounding CBD offer boutiques, fashion, beauty and lifestyle stores.
Is SO/ Auckland good for a romantic weekend in Auckland?
Yes. SO/ Auckland is well suited to a romantic Auckland weekend, with stylish rooms, Waitematā Harbour and city views, HI-SO rooftop cocktails, Harbour Society dining and SO SPA treatments.
Is SO/ Auckland a good choice for a city break?
Yes. SO/ Auckland is an excellent choice for an Auckland city break, combining a central CBD location with design-led rooms, dining, a rooftop bar, wellness facilities and easy access to the waterfront and city attractions.
Is SO/ Auckland suitable for solo travellers?
Yes. SO/ Auckland is suitable for solo travellers, with a central CBD location, 24-hour front desk, dining, wellness facilities and easy access to Auckland’s attractions, shopping and public transport.
Is SO/ Auckland suitable for business travellers?
Yes. SO/ Auckland is well suited to business travellers, with a central CBD location, high-speed Wi-Fi, meeting spaces, work desk in-rooms and easy access to Britomart and Auckland’s waterfront.
Is SO/ Auckland a family-friendly hotel?
Yes. Family options include twin rooms and baby cots on request, plus a central location close to Auckland attractions.
How far is SO/ Auckland from Auckland Airport?
SO/ Auckland is approximately 22 km from Auckland Airport. Travel time varies with traffic, so allow extra time when planning your airport transfer. The hotel is at 67 Customs Street East in Auckland CBD.
Is SO/ Auckland near Britomart and the Auckland Ferry Terminal?
Yes. SO/ Auckland is about a three-minute walk from Britomart Train Station and four minutes from the Auckland Ferry Terminal, making it convenient for rail, ferry and city travel.
Does SO/ Auckland have harbour views?
Yes. SO/ Auckland offers city and Waitematā Harbour views across its 16 floors. Its suites on the upper levels are particularly well positioned for harbour and skyline outlooks, while room views vary by category.
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