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“Should be better!”

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Hilton Queenstown Resort & Spa
Ranked #16 of 57 Hotels in Queenstown
Certificate of Excellence
Reviewed February 12, 2013 via mobile

We decided to stay at the Hilton pre & post a 3 day Routeburn tramp. We stayed in a $135 room for the first night which was a bargain, the room was lush with a lame view and patio. The pool and bar area was also very good. The ot let down was the very dirty corridor outside our room that needed a Hoover and the wasps, we were informed there was a big nest and assumed it would be removed as they were everywhere.
On our return we stayed in a $240 pn room on the 6th floor with a lake view, again very nice but light bulbs were missing and the remote control did not work. We were unable to sit out on our balcony as the wasps were still around, in fact they were all over the hotel still which was disappointing.
We went to the grill for dinner and the food was a key down, veggie options were dull and tasteless. We ordered room service for dinner and the plates were not cleared until 5pm the next day.
Breakfast - veggie order came with a meat sausage
Husbands GF Toast - cold, burnt on one side and uncooked on the other
Extra plate of cold eggs arrived for someone else
Made complaint, a thousand apologies.
New breakfast came for me, tomatoes undercooked, mushrooms over cooked
Husbands GF toast came done well, no new eggs though???
We asked the hotel to order us a taxi and they order us a corporate cab for some reason which was double price, driver tried to short change us and then tried to palm us off with Australian money?

This hotel needs to review who it employs to cook, clearly the current chefs are not good enough. One staff member who does stand out is Graeme from the bar, he was friendly, entertaining and very professional. Maybe he needs to give lessons to the rest of the Hilton staff.

  • Stayed: February 2013
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Thank whiskers13
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 reviewResponded February 17, 2013

Dear whiskers13

Thank you for taking the time to share your comments following your recent stay at the Hilton Queenstown.
I do apologise for the service issues you encountered during your stay. 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.
We are continuing to train our new team members to ensure we deliver consistency as our prime goal.
Again, apologies for the shortfall in service standards and I do hope I have the opportunity to welcome you back to the Hilton Queenstown in the very near future.

Kind regards
Andrew Nisbet

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,334 - 2,340 of 2,767 reviews

Reviewed February 12, 2013

Hilton Queenstown is in one of the most beautiful locales in NZ's resort capital. A short drive away from the airport and some 8km from the main town, its clever and elegant design and architecture spells class. Views of Lake Wakatipu are superb from most rooms and so are those of the majestic Remarkables. The ambience is superb and the fitments are all luxurious. The service though was a bit patchy. Our room wasn't ready even some 30 minutes after check in time (we were mollified with a couple of beverage vouchers). The "magic button" on the phone was a hit or miss experience – mostly miss, with no one responding to repeated room service/ housekeeping calls several times (the magic button is apparently one hot button for all services). The hotel seems understaffed because the reason for delayed service delivery is always "the staff is too busy" while clearly many rooms were unoccupied and I was told by staff the occupancy was low at the time. Also some counter staff seemed either overworked or less than competent (one confused me with another guest in the paperwork – which was the real reason for the late check in while other forgot to relay my message to the concierge to get my valet parked car to the forecourt. And yes, the patter footsteps in the room above ours did create a bit of a disturbance in the early hours of the morning. Other than those minor irritations, which of course don't become a luxury hotel, the experience was great. Would certainly stay there again and recommend it. One staffer James at the concierge desk was exceptional. Super efficient, courteous and genuinely apologetic on behalf of his colleagues. Pity he was leaving the hotel the next day to pursue further studies.

Room Tip: Ask for lake facing rooms and choose room numbers 416 onwards because there are no rooms above these...
  • Stayed: February 2013, traveled as a couple
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Thank Laozoo
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 reviewResponded February 13, 2013

Dear Laozoo

I appreciate you taking the time to share your experience following your recent stay at Hilton Queenstown.

I do apologise for the inconsistency in the service you received. I have shared your feedback with our management team to ensure we are delivering the highest standard of service consistently. We are continuing to train our new team members to ensure we deliver consistency as our prime goal.

I am pleased to hear you will stay with us again and I look forward to welcoming you back to stay again soon.

Kind regards
Andrew Nisbet

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 12, 2013

After travelling around the South Island and staying in B&B's and partaking in activities every day, my gf and I decided to stay somewhere more relaxing. It wasnt until we took a jet boar ride on the lake we saw the Hilton that we decided to pay them a visit.
From the moment we walked into the main lobby we felt like royalty. Bee on the front counter is lovely and polite - arranged for one of the staff to show us around the complex and all the different rooms on offer.
We ended up staying there for a couple of nights in a beautiful room overlooking the lake with a huge balcony, fireplace, bathtub with lake views.
Swimming pool and spa was nice. Sauna/steam room was good
Wakatipu Grill has some great meals - worth a visit.
I would definitely stay here again.

  • Stayed: February 2013, traveled as a couple
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Thank shazhi
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 reviewResponded February 13, 2013

Dear Shazhi

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

I was pleased to see you enjoyed yourselves and I look forward to welcoming you back to stay next time you are visiting Queenstown.

Kind regards
Andrew Nisbet

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 11, 2013

Beautiful pool quiet rooms, duel sinks, nice smelling facial soap. Oh and a midday checkout need I say more? p.s. we were actually late for check out but the staff were really nice about it. Having two key cards was great.

  • Stayed: February 2013, traveled with friends
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Thank Leticia B
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 reviewResponded February 12, 2013

Dear Leticia

Great to see you enjoyed yourselves.

Thank you for sharing your comments and I look forward to welcoming you back to stay should your travels bring you back to Queenstown.

Kind regards
Andrew Nisbet

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 10, 2013

Staff were awesome and made our stay great. my wife had a massage and reported that it was fantastic to be pampered that way. only issue was options for none steak and game eaters at the grill.would of been nice to offer chicken or more vegetarian options. otherwise totally enjoyed our stay!

  • Stayed: February 2013, traveled as a couple
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1  Thank Mark P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 10, 2013

we choosed the queenstown hilton for a 2 night stay at the end of a campervan vacation travelling new zealand and we did it right. perfect luxury after camper life for a couple of weeks. the hotel offfers stunning view overlooking kawarau river and lake. situated on the waterfront with trails in front of, also perfect prepared and signed for mountain bike rides, rentals ar possible opposite hotel entrance. as hilton gold i recieved (i would say) a suite with huge terrace, separate bedroom and very cosy living room with fireplace. wellness area and fitness top notch as well as the restaurant in terms of quality of food and attention by the lovely service crew .... would have stayed for weeks but the pree booked flight back to germany destroyed my daydream. verdict: dont miss queenstown, a vibrant adventure town within awesome landscape and stay at the hilton kawarau to pamper yourself after bungy and co.

Room Tip: rooms lake facing recommended
  • Stayed: January 2013, traveled as a couple
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Thank munichflyguy
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 reviewResponded February 11, 2013

Dear munichflyguy

Thank you for such a positive review. I was pleased to see you enjoyed yourselves with a perfect ending to your campervan holiday.

I look forward to welcoming you back to stay should your travels bring you back to Queenstown.

Kind regards
Andrew Nisbet

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 10, 2013

Staff were great and everything seemed clean and in good condition. Beautiful views and ambience. Only complaints would be breakfast on last day (Sun) as staff were struggling to keep up with having enough glasses etc and scrambled eggs were cold. Also on departure we found we had a charge for the restaurant which wasn't correct but it was waived promptly. Would definitly stay here again though.

Stayed: February 2013, traveled as a couple
Thank KateinNZ
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 reviewResponded February 11, 2013

Dear KateinNZ

I appreciate you taking the time to share your comments following your recent stay at Hilton Queenstown.

I was pleased to see you enjoyed yourselves. I do apologise for the struggle during breakfast. Our Food & Beverage Manager has implemented a few changes to allow the operation to flow more efficiently during busy times.

Thank you again and I look forward to welcoming you back to stay next time you are visiting Queenstown.

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

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
#14 Luxury Hotel in Queenstown
#19 Family Hotel in Queenstown
Price Range: $182 - $422 (Based on Average Rates for a Standard Room)
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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