Great property with indoor pool and good room setup ( we stayed in the 2 bedroom residence)
Despite booking 6 months in advance we did not get a room next to out family friends who we were traveling with and the room move ended being a rude and poorly managed situation overall.
The Customer Relationship Manager(s) were rude and had poor product knowledge of many aspects of out stay eg what was included in out leisure escapes package. All staff would happily give you information which was incorrect and this ended up with excess charges on checkout.
The service on check out was also very rude and the issues were too many to include in this review.
Overall great property as long as you so need the staff in the hotel and some were infuriating whilst others were brilliant ( like the staff at the Cruz Bar and Lake Grocer)
Very disappointed with the service and felt like they just ticked boxes to get things done and in the process made out stay so unbearable we tried to move to the Sofitel but they had no availability.
The manager despite out trying to liase with did not appear and they had the clout to keep us out of out room from 9 am to 5pm and charge the outgoing customers a late fee and not even an apology for no room with 2 young kids sat outside waiting for a room!
Shame as the set up is beautiful and the holiday would have been amazing but we had an awful experience.
- Official Description (provided by the hotel):
- Hilton Queentown Resort & Spa - this is the place. The only hotel positioned directly on the shores of Lake Wakatipu, Hilton Queenstown Resort & Spa showcases panoramic views over an unspoilt landscape famed the world over. It’s an exhilarating setting – and one without compromise. Welcome to a place where you can immerse yourself in the natural beauty of Queenstown like never before... welcome to Hilton. ... more less
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- Also Known As:
- Hilton Queenstown Hotel Queenstown