We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Fantastic finale to our NZ trip”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 12 more sites!
Hilton Queenstown Resort & Spa
Ranked #16 of 59 Hotels in Queenstown
Certificate of Excellence
Reviewed April 7, 2013

We had a wonderful stay here. As hilton gold members we were upgraded to a lakefront suites which was just wonderful. The concierge gave us a tour of the hotel on arrival which was very helpful as the layout of the hotel is a tad confusing as it has been built to maximise views of the lake. The bed was extremely comfortable, and the bath was fantastic.
The views across the lake are wonderful day or night.
The steam room and indoor lap pool are welcome features.
While there is a water taxi and a regular bus service, it is more convenient to have your own transport. Valet parking or free self parking available.
A wonderful stay.

  • Stayed: April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Cheryl 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 reviewResponded April 7, 2013

Dear 7CherylK7

Thank you for taking the time to share your comments following your recent stay at Hilton Queenstown.

I was pleased to see you enjoyed yourselves.
Thank you again and I look forward to welcoming you back to stay again soon.

Kind regards
Andrew Nisbet

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a ReviewReviews (2,878)
Traveler rating
Traveler type
Time of year
Language
  • More languages

2,366 - 2,372 of 2,878 reviews

Reviewed April 6, 2013

Nice beds, modern decor, and a decent mini bar are all, may I suggest, par for the course for a hotel claiming to be 5 star. Where Hilton Queenstown falls short is the service. Not just one, but all staff we encountered on our stay seemed a little amateur if not seemingly well too junior to hold the positions they had. The property is situated, like many in this town - in a picturesque location making most any picture you take worthy of framing. As a modern hotel only recently completed, it's almost without question that it is high class at each and every turn. The quality of the fixtures indeed cannot be questioned. Where they fail to meet the grade is the service. Simply put it falls short, and as an example, being asked if we'd ever visited this hotel before, and responding "No" would normally invite a thorough overview of what is what within the property, where it all is, and any peculiarities that may exist. Instead - there was a deafening silence, and later on complete confusion trying to figure out our way around the place. We noted as we were lost in one instance, another couple in the same predicament. The blind leading the blind you could say! In a competitive world where ultimately people make all the difference, we wouldn't return until the property has more established staff who can truly add value to the great location and complex they've created around it.

Room Tip: we had a suite which required 2 elevators and a reasonable walk. I guess if you weren't into tra...
See more room tips
  • Stayed: April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank travelatorz
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 April 7, 2013

Dear travelatorz

I appreciate you taking the time to share your comments following your stay at Hilton Queenstown.
I was pleased to see generally you enjoyed yourselves. I do apologise the size of the village was a little daunting. Like any visit to a new property it takes time to familiarise yourself with the layout.
I have spoken with our management team regarding the lack of service and I apologise for any inconvenience this caused.

Thank you again and I do hope I have the opportunity to welcome you back to stay again in the near future.

Kind regards
Andrew Nisbet

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 6, 2013

We booked a heavily discounted weekend stay and still got upgraded to a 2-bedroomed lake-view apartment, which was superb in every respect. Even had full laundry facilities in a cupboard in the bathroom - really welcome after 3 weeks away with 5 more to go in this trip. The included breakfast was fairly standard for a 5-star hotel, dinners somewhat overpriced for their quality (pretty standard fare, grilled steaks and fish, nothing fancy) which were around £100 a night for the pair of us with just a beer / glass of house wine. Even water was £7.50 a bottle - so 5-stars for the room and value we got from our deal, not such a good mark for the restaurant. Great friendly service most of the time from most of the staff.

  • Stayed: April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank IMUK
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 April 7, 2013

Dear IMUK

Thank you for sharing your comments following your stay.
Great to see you enjoyed yourselves and were able to experience our new lakeside residences.

Thank you again and I look forward to welcoming you back again soon.

Kind regards
Andrew Nisbet

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 6, 2013

Hilton Queestown:

We stayed at the Hilton Queestown in late January and again in early February. The hotel has apartments equipped with kitchens and laundry facilities as well as hotel rooms. We stayed in a two bedroom apartment.

The hotel is right next to Lake Wakatipu. Our apartment looked out onto the lake but it is worth checking because not all the rooms seem to have lake views. Unfortunately whoever designed the rooms seems to have tried as hard as they could to minimise the view. There was a fireplace set into a brick divider right in the middle of the living room window which managed to obscure much of the view. We saw a number of different rooms in the complex and they all seemed to have the same sort of problem with the view being obstructed by one thing or another. Even the view from the balconies was limited.

Lake Wakatipu is magnificent though, so although the view is restricted somewhat, it is lovely.

Location:

The hotel is much further from Queenstown than most other hotels in the area. I wouldn't consider staying there without a car. The water-taxi service is really a water-bus. It runs to a timetable, leaving every hour, so you need to get your timing right. It also doesn't start before about midday so it's not much good for getting in in the mornings.

We didn't take the public bus service so I don't know if it is a practical option but I do know that it isn't direct. You have to change buses at a terminus about a third of the way in.

Ordinary taxis in Queenstown seem to be quite expensive so I would look into the cost of a trip to the Hilton before planning to rely on them.

There is a lovely path by the lake which goes all the way into town. We walked in one morning, it took a couple of hours, had lunch and caught the water-taxi back which was very pleasant.

The Rooms:

The apartments have many different floor plans. We looked on the internet before our stay and chose the floor plan we wanted. My husband rang the hotel the night before and was told there would be no problem with our request. We are Hilton Gold Members and one of the privileges we are supposed to get is our choice of room where it is available. This isn't an upgrade but rather a choice of a better view or different location.

Upon arrival we found that we had been allocated the very room we were trying to avoid: two bedrooms at the back side by side, a narrow lounge and a very limited view. We asked for another room and we were finally given one. The hotel was far from full but it was a very long, tedious process by the end of which we were exhausted. The second room we were shown was directly above the bar and we were warned that there were likely to be noise issues. It appeared to be a great room in other respects but my husband is very sensitive to noise. Finally after a lot of hanging around and waiting for guest relations people to come and go and do heaven only knows what we were given a room with the layout we had originally asked for.

We were happy in the end but the whole thing was handled very, very badly. The people were all extremely pleasant but we were left to lug our bags from room to room with very little assistance and spend far too much time sitting in rooms we were unhappy with waiting for someone to make the long walk back to the front desk each time and come up with a solution.

The rooms themselves are modern, clean and comfortable. The kitchens are very well equipped and there is a washing machine and dryer in each apartment. The only downside is that the bedrooms are very small and there is no air-conditioning. If you stay in summer and happen to hit warm weather, as we did, the rooms heat up excessively which can make sleeping quite difficult.

Food:

The main restaurant has a magnificent position next to the lake with a row of tables outside but to get one of these you probably need to book before you arrive. The food is quite good but the wine prices are steep so we only ate there once.

Room Service:

We like room service. It is one of the things you get with big international hotels which you can't get at home. The room service at the Hilton is just appalling. There is nothing wrong with the food, in fact it is very good but on the three occasions we attempted to get room service we only managed it once without considerable grief.

Each time we ordered room service we were told the food would take 40 minutes. In my view 40 minutes is much too long. 20 minutes is good and half an hour is acceptable but 40 minutes is not.

On our first attempt at room service we were quoted the standard 40 minutes. After about 45 minutes one meal arrived. We are native English speakers and NZ is an English speaking country but the staff member who took our room service order was not fluent in English. Hence the muck up. Instead of one rare steak and one 'blue' steak we got one rare steak and a can of 'red bull'. Mistakes happen, and we could see the funny side but we were disappointed when the person delivering the order wanted to leave one steak and deliver the other one in another 40 minutes. We sent the first steak back. We didn't want to eat separately.

We should have just cut our losses, cancelled the second steak and had half each. After waiting another 40 minutes we rang the desk again, and again, and again and .................................. . Well you probably get the picture. The phone was answered. We were promised our meal. Nothing happened. We spoke to a 'manager', we were promised our meal, nothing happened. It got very, very late. Eventually after several hours we cancelled the order and went to bed hungry.

On our second attempt at room service the system worked beautifully and we had a very pleasant meal.

Our third attempt at room service was a slightly less irritating version of the first in that we got both meals on the first attempt but it took more than an hour and a half and many phone calls to get them. It appeared that our order had been 'lost' on this occasion.

The Whole Experience:

Despite our hassles with room allocation and room service we intend to go back to the Hilton again next year. Wish us luck!

Queenstown is a great place to stay in summer and despite their incompetent but very friendly and pleasant customer service the Hilton has a lot to offer.

Room Tip: The room plans are available on the internet. You can choose what you want before you arrive.
See more room tips
  • Stayed: February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank LynandDavid
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 April 9, 2013

Dear Lynand David

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 feedback is most certainly appreciated and will assist us in focussing on areas which require attention. I have discussed your issues with our management team who will in turn arrange for their teams to undergo extra training. This will ensure we are delivering the high standard of service consistently.

We take pride in offering a high level of accommodation, facilities and personal service at Hilton Queenstown and I was pleased to see that overall you enjoyed your stay with us.
I do hope that we will have the opportunity of welcoming you back at some stage in the future

Kind regards
Andrew Nisbet

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 6, 2013

So - full disclosure up front - I almost always stay in Hilton group hotels so have a diamond loyalty card - this brings certain benefits with it but I have not seen the full value of the card until I stayed at the Hilton in QT.

I had a one night before and two nights after a great walk trip and on both bookings I got upgraded to a lake view suite with complimentary wine, mineral water, breakfast and internet - this doubled (or trebled) the value of my stay which at $150NZ per night was already great value. It was not just the upgrades though - the staff here exemplify the meaning of service - everyone is cheerful and helpful - nothing is a problem and everythings gets done with a minimum of fuss.

The hotel itself is very modern, clean and tidy and the rooms are spacious and well appointed. Views to the lake and mountains beyond are a great way to finish (and start) the day.

Only minor gripe is parking is a challenge - but if you are happy to use the valet that issue is resolved.

The QT Hilton is some distance from town so plan on having a car or making use of the $10NZD water taxi (one an hour) as the car based taxi will be around $50NZD which soon adds up.

  • Stayed: April 2013, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Drmjflies
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 April 7, 2013

Dear Drmjflies

Great to see you enjoyed yourself and benefitted from your diamond status. I do hope you enjoyed your tramping trip.
Thank you for taking the time to share your comments and I look forward to welcoming you back to stay should your travels bring you back to 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.
Reviewed April 5, 2013

We booked two nights at the Queenstown Hilton over Easter. The hotel is new, clean and has a modern design. Our room had a great view of the lake and the courtyard and was quiet. Overall very pleasant. The hotel has a couple of restaurants and a small coffee shop on site which are convenient but were only average in terms of quality of product. Instead, I would recommend going into town for meals/coffee. Parking was also challenging as the free spaces in the parking garage filled up early.

Room Tip: Go for the lake view.
See more room tips
  • Stayed: March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Josh130
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 April 7, 2013

Dear Josh130

Thank you for sharing your comments following your 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

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 4, 2013

We stayed here for 3 nights. They put us on the VIP section & the room was awesome! You take the water taxi to take you to the village. It was conveniently located. We took a walk around the area & it was just lovely.
The service was also great. Staff were friendly & helpful.

  • Stayed: March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank dancelovah4life
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 April 7, 2013

Dear dancelovah4life

Great to see you enjoyed yourselves.
Thank you for sharing your feedback and I look forward to welcoming you back to stay again soon.

Kind regards
Andrew Nisbet

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these Queenstown hotels
1.9 mi away
The Rees Hotel & Luxury Apartments
3.5 mi away
Crowne Plaza Queenstown
Crowne Plaza Queenstown
#18 of 59 in Queenstown
1,498 reviews
2.7 mi away
Swiss-Belsuites Pounamu Queenstown
Show Prices
Show Prices
Show Prices
0 mi away
DoubleTree by Hilton Hotel Queenstown
3.2 mi away
Novotel Queenstown Lakeside
Novotel Queenstown Lakeside
#19 of 59 in Queenstown
3,232 reviews
3.7 mi away
Hotel St Moritz Queenstown - MGallery Collection
Show Prices
Show Prices
Show Prices

Been to Hilton Queenstown Resort & Spa? Share your experiences!

Write a Review Add Photos & Videos

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
#16 Family Hotel in Queenstown
Price Range: $170 - $614 (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):
Situated directly on the shores of Lake Wakatipu, the resort boasts famous waterfront and mountain views. Each of the spacious rooms and fully-equipped residence apartments offer a gas fireplace, separate lounge area and private balcony to satisfy any travel needs. Take the complimentary hotel shuttle bus into town, rejuvenate in the opulent onsite spa facility or simply relax by the 25-metre indoor heated pool with steam and sauna rooms. While the five bars and restaurants including the signature Wakatipu Grill provide sought-after dining options in magnificent settings to complete a truly memorable stay. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hilton EMEA, Priceline, Hotwire, Expedia, Booking.com, Orbitz, Agoda, Hotels.com, Travelocity, HotelQuickly, Cancelon, TripOnline SA, getaroom.com and Evoline ltd so you can book your Hilton Queenstown Resort & Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Queenstown Hotel Queenstown

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing