I stayed here with my husband and 6 yr old son. I chose this property over the Sofitel mainly as it had a pool, and the price was very good for a 2 bdrm apartment ($254 p/nt). We also regularly stay at the Hilton in Taupo which is always fantastic.
We got a good deal, nice apartment (although not overly big) with lovely views.
Spa facility on site as well as pool and spa pool.
Restaurants on site.
Quiet serene location with nice lake views
Service is not exceptional, and not up to the usual Hilton standard from our experience elsewhere.
Relatively far from town so you must catch a water taxi (which in Winter would be far too cold), or a cab ($40 one way), unless you have a vehicle of course.
A little bit of a maze and reception very hard to find on first arrival. Not given a map or any helpful instructions on arrival.
If you are a regular 5 star hotel customer you may well not find this hotel up to par. Examples: Fan in the apartment would not turn off so there was a noise 24/7. I could sleep through it, but still not good. We were advised that it was meant to turn off after 30-45 mins from using the bathroom so clearly a malfunction. The fact that the apartments don't have air conditioning made putting up with the noise of a fan even more irritating!
My husband went to take his colleague to the bar for a night cap and the bar had run out of vodka which seems unbelievable (and embarrassing) for a Hilton establishment!
I had to phone up to get the room serviced on the first day. The staff member I spoke to was quite blase' about it and said it was likely just a mis communication which led me to think it was probably not an uncommon occurrence.
The staff just feel ever so slightly disinterested and communication seems somehow lacking (reiterated by the fact that another room was mistakenly charged for our spa treatment and we were phoned about it once we arrived home).
I should say though that the spa facility is great and provided a great massage and facial, not cheap but an expected price for a top facility. Was surprised to find nowhere to change in the spa restrooms facility though. Showers, toilets, spa and sauna but no private cubicles....!
So overall not by any means a terrible experience, but could have been better. Definitely not up to the usual Hilton standard. I can only put it down to the fact that it is a tourist town and most of the staff were from other countries, so possibly the staff come and go quite regularly so they never quite get it right.....
Be aware no air con in apartments. Lovely lake views though.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I appreciate you taking the time to share your comments.
I do apologise you were not given a map of the village at check in. I have mentioned this to our Front office Manager to follow up with her team.
I have discussed your other concerns with our management team to ensure we are delivering a high standard of service consistantly.
Thank you again and I look forward to welcoming you back to stay again sometime soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.