Hi - I only have wonderful things to say about my actual stay at the Hilton Surfers Paradise. It is my favourite hotel stay in a long time (and I love travelling)!
On arrival we looked a little lost trying to find a lift and were immediately helped by a staff member.
We stayed on a Saturday night and paid for an executive room (we got a deal which made it very reasonable for the price) for my husband's birthday and were given a room with a lovely side view from the balcony towards the ocean on the second highest floor. The room was clean, comfortable and spacious. I loved that the shower was a walk in type rather than a bath shower that you seem to get at even some of the flashiest hotels. My husband was given a complimentary bottle of bubbly for his birthday which he really enjoyed.
The large pool was freezing cold in the afternoon but on further investigation we found a heated indoor pool and spa inside - perfect for an evening dip.
The executive room comes with exec lounge access and we had tapas and free drinks between 6 and 8pm - the tapas was far more substantial than we thought and we had to stop ourselves from over-indulging as we had dinner booked at Salt Grill! The zuchinni and bacon soup was lovely. The staff in the exec lounge were very welcoming and helpful.
Dinner in Salt Grill was very enjoyable. The restaurant was predictably busy for a Saturday night but the wait staff were friendly and the food was tasty - they were happy to make me a mocktail off the menu for me. When booking the restaurant online, free hotel parking is one of the options included with the booking saving us some money.
We could hear a fair bit of nightclub noise from our room but this was I guess to be expected considering it was a Saturday night and the fact that we were right in the heart of Surfers....we were so tired at the end of a busy day that this didn't really bother us.
Continental breakfast in the executive lounge the next morning was plesant and came with a great view over Surfers, plus newspapers and magazines to read. We were even able to check out from the exec lounge meaning no waiting around - hassle free, individualised service. Overall we both thoroughly enjoyed the stay and will be back again! We would reccomend the Hilton Surfers to anyone!
Now for the part I hope the hotel takes note of - I nearly cancelled the booking before we even came - I am really pleased I gave the booking a second chance after our lovely stay but I would reccomend management rectify the problem which turned us off staying so much before we'd even arrived.
After I booked our stay online I realised that the email address I'd given was spelt incorrectly (my fault) so I hadn't received my booking confirmation email. I tried ringing the hotel direct on a Saturday to be transferred through to the US where I was told they were doing maintenance on the line and could I ring back in half an hour. I explained I wanted to talk with someone at the Hilton in Surfers Paradise, Australia and they told me because it was out of hours I had been transferred to the US. They took my name and phone no and told me the hotel would contact me during business hours.......no phone call so three days later I rang during business hours only to be transferred through to the US again! Seems it is impossible to actually talk to someone at the hotel you've booked at! The man managed to fix my issue with the email but then he told me due to the inconvenience he would transfer me to someone who could give us some bonus offers - then I was put through to what could only be described as a call centre trying to solicit personal information. They wanted to know my amongst other things my income and my husband's - when I told him I was about to go on maternity leave and therefore would not have an income he then told me the bonuses were not available as I couldn't tell him an income! How rude - I never expected to be transferred to a dodgy call centre by a top hotel chain let alone be asked to provide personal details to someone thousands of miles away only to be told I was ineligable for their dodgy scheme because I couldn't give them my income.
Please Please Please look into a way that customers can talk directly with someone at the hotel if they request this! I didn't mind being transferred to the US on the weekend, or even initally when I rang on a weekday, but if a customer directly requests to then speak to someone at the hotel they are staying at in Australia, this should happen immediately. Also consider that transferring customers through to a call centre type business that wants personal details is not something I would even expect from a regional hotel, let alone one of the top hotel chains in the world.
As you can see I am of two minds about the entire experience. I LOVED everything about my stay but implore the Hilton to reassess their customer contact procedures - this was the only blight on an otherwise perfect stay.
We stayed on the 14th of 15 floors and could still hear nightclub activity from Cavill Ave - for wee...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review, I appreciate your feedback.
I was very pleased to see that you enjoyed your stay and that you found Salt grill and the Executive Lounge added to your enjoyment. I have noted your feedback regarding your interaction with the reservation call centre and apologise for the inconvenience. I will share your comments with those concerned as it would have appropriate for the the call to be transferred to the hotel once the reason for your call had been identified.
We do hope that we will see you back at the hotel in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.