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Hilton Queenstown Resort & Spa
Ranked #17 of 58 Hotels in Queenstown
Certificate of Excellence
Level 3 Contributor
19 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Would recommend... But...”
Reviewed July 21, 2012

Just got back from a 3 night stay at the hilton, overall not too much to complain but as in everything in life there's always pros and cons right.
First the good:
Very new hotel
Clean
Great breakfast
Partial view (depending on room)
The not so great:
Location, we had a rental car and it's a 10-15 min drive to cbd
Staff knocking in door twice when 'do not disturb' hung on door
Parking is bit far from hotel
Overall it was a pleasant stay and worth it, but be warned of the location as I wouldn't recommend if you do not have a car, and get the breakfast, it's worth it.

  • Stayed July 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Nippom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew N, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 23, 2012
Dear Nippom

Thank you for taking the time to post your feedback following your recent stay at the Hilton Queenstown.

I do apologise for the disturbance in your room. I have spoken with the managers of these departments to reiterate to their team members the importance of signage and guest requests. I assure you extra training will be given to ensure this does not happen again.

You are correct we are not in the centre of town, however, we have both a water taxi and bus service operating regularly to and from the village.

I am pleased that you did enjoy yourselves and I look forward to welcoming you back to stay in the near future.

Kind regards
Andrew Nisbet
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wellington
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 18, 2012

We enjoyed 4 days in Queenstown in early July, the height of the winter season and one of the weeks in the middle of the annual Winter Festival.

We've stayed at various similar types of accommodation around Australasia, and you expect given the name and the reputation a very high standard in service in every respect.

The best thing about Hilton Queenstown is its superior design, its location, and attention to detail. Its in every respect a world class facility with everything you would expect at a high-end alpine retreat.

The service however is below average. The staff are all very friendly and polite, but they don't seem to know what they are doing. Most of them seem to be on a Gap Year and were hired for their general sense of niceness rather than their professional capabiity.

The poor woman at reception who showed us to our room was all very pleasant, but asked stupid questions in the awkward meander down the room (which by the way is very confusing given the layout of the place -- I must have got lost half a dozen times trying to work out where the room was, given you sort of have to go in one lift, down a hall, up another lift, and then down again. Its like a maze).

The restaurant is rubbish. Its all style and no substance. Very average food and the staff have a sort of "we're actually too funky for all this" attitude, which brassed me off.

The promised wine bar was closed the entire time, and so we were forced to sit with a bunch of nauseating patrons in front of a big screen showing Basketball instead of our usual dignified quiet drink at the end of the day.

The Asian noodle place was nowhere to be found -- I think its in the other place attached to the Hilton which is called something else, but "Managed by Hilton".

The pool was great, as was the spa. Really enjoyed the treatment and the staff there were a delight, even though the poor woman who was doing my massage tripped over the bowl of water she was using in the foot bath routine and the bizarre "smoking ceremony" that was apparently a special hallmark of this particular treatment, but just left me wondering if it would set off a fire alarm.

Great views from our room over the Lake, and it was fun to watch other guests using the "Water Taxi" to get over to Queenstown. We never used it -- it seemed like a bit of a rip off to me. We had a rental, and so endured the one lane bridge to get over the river and in and out of the Hilton.

Room service was a joke. Over an hour to order a plate of chips and a burger. Always happens when you're starving hungry, and they were all very pleasant about it with a promise of a free soft drink (gosh how generous), but I felt like just wandering down there and making it myself to help the poor kitchen out.

Even trying to organise a couple of wine glasses proved mission impossible. Note we would have actually had some wine in the wine bar if it was open.

What seemed to be a self-important Hotel Manager seemed to mill around at various points doing very little apart from just wandering round looking Hotel Manager-ish. Was tempted to ask him to pop down to the kitchen to the give the in-room dining team a hand.

Overall, it was a nice stay and we did enjoy the facilities and the environment. The room quality was excellent and luxurious. I just think they need to invest more heavily in their people and remember that a hotel experience is just as much about the vibe as it the quality of the bed linen.

Room Tip: Get an upper floor room. The ones on the ground floor have an outdoor spa but its not private. We...
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  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank sc0tt123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew N, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 23, 2012
Dear sc0tt123

I appreciate you taking the time to post feedback regarding your recent stay at Hilton Queenstown. Although we strive to exceed all guest expectations, it simply looks like we missed the mark on your visit.
Your observations and opinions are very much appreciated as they enable us to assess the standard of our facilities and services and monitor if we are meeting guests needs and expectations.
I have shared your feedback with our management team to ensure we are delivering the highest standard of service, consistently. I also discussed with them the importance of taking ownership for their departments and teams.
Your feedback, albeit not good, is much appreciated and can only help to improve our team.
I do hope that we will have the opportunity of welcoming you back at some stage in the future.

Kind regards
Andrew Nisbet
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dunedin, New Zealand
Level 2 Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed July 16, 2012

i took my partner to the hilton for a birthday surprise for the weekend and it was the best experience ever! the hotel is very new with great facilities and we were upgraded to a lakeview room on the 6th floor so had a great view. i would recommend this so you get to enjoy the bonus of the balcony. the tv picture quality wasnt the best but i guess that is because of their location. the hilton is definitely worth a visit and we are recommending it to everyone!!

  • Stayed July 2012, traveled as a couple
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Rachel K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew N, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 17, 2012
Dear rach_rob_cooper

Thank you for recommending us to everyone and thank you for sharing your comments following your recent stay at Hilton Queenstown.

I am so pleased you enjoyed your birthday surprise and were able to experience the wonderful views.
I look forward to welcoming you back for many more bithdays to come.

Kind regards
Andrew Nisbet
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dunedin, New Zealand
Level 6 Contributor
227 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
Reviewed July 14, 2012

My wife and I stayed here three nights to celebrate my 60th Birthday. We stayed in a studio.
Right from the start, attentive, helpful and lovely reception and house staff. Nothing a bother.
We ate at three venues there. The Stacks Pub is fun and the pizzas outstanding.
Next night the Me amd Mee Noodle Bar with the best Asian cuisine. Birthday night was the Wakatipu Grill. Each venue quite different yet staff enthusiasm and service were consistently brilliant. The staff were so knowlegable about their wines or food with no pretentiousness at all. The Cru Wine Bar after dinner was sumptuous with a great selection of drinks. Ambiance plus.
This place has got it right. Our full recommendation.

  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Paul B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 15, 2012
Dear Paul B

I am so pleased you enjoyed your birthday stay with us.
Thank you for sharing your review and it was good you were able to experience so many of our different outlets.

I look forward to welcoming you back to stay for many more birthdays to come!

Kind regards
Andrew Nisbet
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Auckland Region, New Zealand
Level 4 Contributor
25 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed July 14, 2012

The Hilton Hotel Queenstown, was an excellent choice for a two night getaway for two. Our standard room was elegant, quiet and warm. The winter sun hits the Hilton side of the lake, leaving Queenstown on the other side in shadow; allowing for warm pleasant mornings by the lake. The staff at the hotel were curtious and helpful which made our stay enjoyable.

This hotel has a great deal of potential. However, Kawarau village and the Hilton Hotel seemed empty and deserted the week we were there. We understood that ski season had not yet started, but it was the school holidays, and the closed restaurants and stores meant that we were on the bus first thing in the morning to spend time in Queenstown town where there was some form of human life and energy. We felt sorry for the ladies working in the cafe/ bakery at the hotel; our coffee took 20 min. to get to us and we guessed that they were either new, had no training or the cafe was understaffed.

I am not sure if we'd return, however, we did enjoy our stay. Maybe in several years time, when they have gotten over some of their growing pains, this hotel will the vibrant and special place it was envisioned to be.

  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Samhobbit
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 15, 2012
Dear Samhobbit

Thank you for sharing your comments following your recent stay at the Hilton Queenstown.

I am sorry you struck a quiet couple of days. This week we are fully booked and the village is very busy.

I do hope you will come back and stay sometime to enjoy the true atmosphere within the busy village.

Kind regards
Andrew Nisbet
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Elanora, Australia
Level 5 Contributor
63 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed July 13, 2012

The staff at the Hilton are amazing, The rooms have everything that you need a deep bath, a gas fire and view of the mountains and lake. A short water taxi takes you right into the heart of Queenstown. It is truly a wonderful place to kick back and relax. Also it is literally 5 mins from the airport.

  • Stayed July 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Foxtail48
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew N, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 16, 2012
Dear Foxtail48

Thank you for your lovely review. I am so pleased you found everything to your liking.

It is a great place to relax and we are very lucky with our suberb location looking out over Lake Wakatipu in the all day sunshine.

I look forward to welcoming you back to stay next time you are in Queenstown.

Kind regards
Andrew Nisbet
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
outer Brisbane
Level 4 Contributor
23 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed July 12, 2012

WE stayed and had an amazing time here for 2 nights at the end of a hiking holiday. It was the perfect end to our trip. The room was beautiful, the service top notch and the facilities wonderful. The only downside would be the distance from town and the cost of the water taxi but we were more than happy to stay put and enjoy the surrounds after a busy week.

Id definitely stay here again - weve recommended it to many.

  • Stayed January 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank louie56
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, General Manager at Hilton Queenstown Resort & Spa, responded to this review, July 15, 2012
Dear louie56

Thank you for sharing your comments regarding your recent stay at Hilton Queenstown.

The water taxi is very reasonable compared to a vehicle taxi. The local bus timetable offers a great service -1/2 hourly return trip to and from the village for $8.
Thank you for recommending us to many people and I look forward to welcoming you back to stay the next time you are visitng New Zealand.

Kind regards
Andrew Nisbet
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Queenstown Resort & Spa

Property: Hilton Queenstown Resort & Spa
Address: 79 Peninsula Road | Kawarau Village, Queenstown 9300, New Zealand
Phone Number:
Location: New Zealand > South Island > Otago Region > Queenstown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Queenstown
#4 Business Hotel in Queenstown
#13 Romantic Hotel in Queenstown
#15 Luxury Hotel in Queenstown
#19 Family Hotel in Queenstown
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hilton Queenstown Resort & Spa 5*
Number of rooms: 220
Official Description (provided by the hotel):
From the moment you set foot inside the Hilton Queenstown Resort & Spa, you'll discover a place that not only celebrates the world-renowned beauty of this region, but immerses you completely in that beauty. Welcome to a new way to experience Queenstown. Welcome to Hilton. This is an exhilarating setting, and one without compromise. The only hotel positioned directly on the shores of Lake Wakatipu, Hilton Queenstown Resort & Spa faces north, delivering full afternoon sun and showcasing panoramic views over an unspoilt terrain famed the world over. Watch the deep blue hues of the lake shimmer and glisten and savour this most intensely beautiful destination. In the heart of vibrant Kawarau Village and just 15 minutes via lake or land from Queenstown, you'll enjoy effortless access to all the excitement on offer in the region - and the closest accommodation to The Remarkables. ... more   less 
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Also Known As:
Hilton Queenstown Hotel Queenstown

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