MARSDEN VIADUCT HOTEL (same building as Sofitel Viaduct Harbour)

"The room was tidy and bed was comfy… only had a couple issues. I booked a room with a deck and patio and all that was given to us was a slither of deck, very disappointed with that. Secondly we could not find the reception of the hotel. After walking around the block with heavy luggage a few times we finally had to call and ask. They then came and got us and went up an elevator into the Sofitel building. Some signs or a heads up about where we had to go would’ve been nice. EDIT** Marsden viaduct replied with “a standing balcony was booked” it was absolutely not. All it said was balcony and patio included. Anyone would assumed it would be at least full sized. Next time write the description better because I have proof it did not say “standing balcony”"

"Very average experience for the price. Had a guy staying in room below us. He was on the narrow balcony most nights talking on mobile phone while chain smoking. Could hear him, even with sliding door close and smell cigarette smoke. Informed reception desk of this and they said no one was staying in this room (which is right next to the reception office). Had kids running up and down corridor. Fridge was broken and promised to be fix (they didn't during our 6 night stay). Cleaning services below par. One day they didn't turn up. Another day, asked them how long it would take to clean room, they said 5mins!! Not sure how thorough a clean they can do in 5mins. Toilet paper not always restocked. It's a shame as location is great, but the staff service lets the place down."

"Good location, but no hotel amenities. Seems like while they are renovating the Sofitel, some of the old rooms have been rented out to Marsden Viaduct. When we arrived our room reeked of cigarette smoke, despite being a non-smoking room. We asked the reception about this and they brought in some spray to "kill the bacteria." With cigarette smoke you cannot simply spray over it, the smoke gets in the linen and the carpet and curtains. With both of us having lung issues, it isn't enough to simply run the shower and spray some strong chemicals (that frankly smelt almost as bad as the cigarette smoke). We had to be very persistent in our complaints to get the staff to change our room - they didn't seem to take our concerns seriously. To their credit, we were eventually moved to a suite that was larger and more expensive than the original room. However the whole experience left a bad taste in our mouths, and we ended up checking out early and going to a different hotel. Wifi didn't work, TV didn't work, dust and grime in the corners of the rooms, no exhaust fan in bathroom. Hotel not worth the price you pay - we went to a much nicer hotel for the same price."

"We booked an accessible room, unfortunately Marsden accessible rooms are not really accessible. Our room was filled with furniture making it difficult to wheel around. The toilet was too high to get a commode over. The bed was comfortable, and able to get a hoist underneath. The location was great."

"Clean, spacious, comfortable and well-presented room. Check-in was a little clunky with the repair work in the lobby and we couldn't get through to reception as the email instructed us to. Once we were in we had a great stay and thought it was good value for money."