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“Beautiful hotel.... Few minor gripes”

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Hilton Queenstown Resort & Spa
Ranked #17 of 59 Hotels in Queenstown
Certificate of Excellence
Reviewed July 30, 2013 via mobile

Stayed at this hotel for a week long work conference, most of which was spent at the Hilton.

The rooms are stunning, very plush and the bathrooms are wonderful.

My big issue was the pillows; they only have two sorts available, and they are very similar. Many of my colleagues did not have an issue with this, and while it might not seem like a deal breaker to some, keep in mind that a hotel is first and foremost a place to rest your head, and the fact that the Hilton is a five-star location I was disappointed in the lack of options. My stay would have been far more pleasant had I managed to get a good night's sleep!

For those who are considering booking into this hotel, also keep in mind it is on the other side of the lake from Queenstown itself, and there is a $40 cab fare each way into town. There is a water taxi which I understand used to be free but is now $10 each way.

  • Stayed: July 2013
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Thank walks33
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 August 13, 2013

Dear walks33

Thank you for taking the time to review your stay with us. We are looking at re introducing the pillow menu that has various options of pillow to make your sleep more enjoyable.

I also note your feedback on the distance to town and cost. At present all of the transport options are delivered from third party suppliers and as a result the cost is entirely their decision. We are trialling a complimentary, scheduled, shuttle service into the CBD which will add another option to guests.

Once again thank you for your feedback

Kind regards

Andrew

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Reviewed July 30, 2013

we stayed at Hilton Queenstown for 6 nights in July, 2013. booked a lake view suit and a connected room. the hotel is minutes away from the airport and has an amazing views, the down side of the location is the distance to the city center were the major activities are.
Positives: great views, very good rooms with an nice atmosphere, that's it basically.
Negatives:
1- we found the staff unfriendly, not what you usually expect from a Hilton!
2-the food in the breakfast buffet is disappointing, egg Benedict was offered to me as a hard boiled egg! being in the land of dairy one would expect more cheese variety, they only have one small platter and runs out early every morning.
3- the staff of tours office are not very helpful, we have missed out on some activities because of their poor advise.
4- the grill restaurant, very over rated, expensive, and not very good to be honest. we were a table of 9, the restaurant was not full and we had to wait for more than an hour to have the appetizers served!! and when we complained not even an apology was offered! very bad experience.
5- finally, to our shock after checking out and as soon as we arrived in Sydney we get an email form the manager of the hotel claiming that we have backed out with our car to one of their wooden pillars and caused damaged to it!! we have clarified that this didn't happen, our car was actually brought to us by hotel staff and we drove away without backing out. plus our car was a rental and we returned it damage free. afterwords he said that his staff told him it was us! and he will now check his camera's!!!! a thing he should have done before accusing guests of causing damage, and up to date no formal apology is offered.
to finalize, i would never return to this hotel, and staying in town means that you don't need to rent a car, and the views are every were in Queenstown not exclusive to the Hilton.

  • Stayed: July 2013, traveled with family
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Thank MoMy3
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 August 13, 2013

Dear MoMy3

I was disappointed to read a review regarding your recent visit to the Hilton Queenstown. We strive to achieve the high level of service expectations our guests have and are working to eliminate the necessity to employ casual team members from local agencies. Having said that there are no excuses for poor service delivery and I have raised your comments with the team to ensure we achieve a consistent level of service.

I have also discussed your comments relating to the car incident with Ben our Operations Manager. I think a call prior to any correspondence would have been a better outcome but was pleased to hear that Ben has spoken to you and apologised for his previous correspondence.

I am sure you will agree that we receive a high percentage of positive feedback and I am genuinely very sorry we failed to deliver on your expectations.

If you do visit Queenstown in the future please feel free to contact me directly on andrew.nisbet@hilton.com

Kind regards
Andrew

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Reviewed July 30, 2013

Poor service from staff as they were all new. There were no home grown New Zealand staff at all which seemed odd and they all seemed to be very inexperienced. The breakfast in the morning was just a shambles as no one seemed to know what was going on with a lack of tables with many people waiting. To have a drink at the bar one had to give them a credit card even when you were checked in at the Hotel and had already given them a credit card, I would not stay there again.

  • Stayed: July 2013, traveled with family
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Review collected in partnership with Hilton Hotels & Resorts
Thank Darrell T
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 August 13, 2013

Dear Darrell T

Please accept my sincere apologies for the shortfall in service standards you have received. Rest assured this is not indicative of the services we offer and I have raised you comments with those teams concerned to ensure we achieve a consistent delivery.

We strive to recruit New Zealand based team members which is very difficult as we live in such a transient town and at times rely on outside agencies for casual team members. Having said that, you pay good money to stay with us and we need to deliver the expectations you have, irrespective of the challenges.

Darrell I appreciate you have no desire to return, but please contact me on andrew.nisbet@hilton.com if you are returning to Queenstown and allow us the opportunity to demonstrate that we can, and do, deliver great service.

Kind regards

Andrew

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Reviewed July 29, 2013

A beautifully appointed suite with a luxurious bathroom, ample room and a very romantic gas fireplace with excellent indoor outdoor flow-what more could you want. The facilities are excellent and we made the most of them including the spa pool and the heated indoor lap pool. The range of eating facilities was good and we found ourselves in the very relaxed pizza style bar for dinner on the first night and were very pleased with the service, price and range available. The fire pit area is also very inviting for a nightcap after returning from dinner in town. Although it is not near town the water taxi is excellent value and a lot of fun- even quite a social experience as all on board ended up sharing some social time at the fire pit on our return. We felt it was excellent value for money but we were able to secure a room for less than half price due to the time we stayed. The breakfast was by far the best I have ever had in such accommodation with an extensive range, beautifully presented, individual coffee orders and excellent table service.

  • Stayed: May 2013, traveled as a couple
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Thank MirshaandStu
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 July 30, 2013

Dear MirshaandStu

Thank you so much for your wonderful review. I was so pleased to read you mange to try the different options available and that the water taxi was a great experience.

You’re not so far away so come and stay with us in the Spring or Summer. We will have some great deals coming out soon that you can take advantage of.

Look forward to welcoming you back

Kind regards

Andrew

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Reviewed July 29, 2013

A beautiful hotel with stunning views. The suites are large with fireplace and balcony overlooking the lake. A walkway around the lakeside offers the best way to start the day and a drink by the fire in the bar the best way to finish the day. Thoroughly recommended .

Room Tip: When taking the courtesy 8 dollar bus to town allow at least 30 minutes...it is a convoluted process...
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  • Stayed: May 2013, traveled solo
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Thank libbynz
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 July 30, 2013

Dear libbynz

Thank you for the feedback. We are looking into the transport options in the village and will be trialling a complimentary shuttle service into town from October. That should make the process a little easier.

Great to hear you enjoyed the beautiful walks

Kind regards

Andrew

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Reviewed July 29, 2013 via mobile

On the edge of the lake this place is very peaceful, extremely well appointed ad everything you need at your finger tips. If you want the lively queenstown township, simply hope on a water taxi (8min) bus or drive road (15min). Excellent location for coronet peak and remarkables ski fields.

The spa rooms are simply the best. Just relax out side in your own private spa and watch the clouds and mountains reflect in the pristine lake :) perfect!

  • Stayed: July 2013
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Thank LeeDonald
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 July 30, 2013

Dear LeeDonold

I think your last word sums it up, perfect!

Thanks for the feedback, it is much appreciated

Kind regards

Andrew

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Reviewed July 27, 2013

A surprise for my birthday, we stayed two nights at this beautiful hotel. The decor is really nice and our apartment was perfect. The service was excellent and staff always said hello when you saw them in the lobby or elsewhere on the property, from front of house to the house keepers. Unfortunately there was one staff member that didn't quite meet this standard and this was a girl by the name of Elizabeth that we came across at breakfast. We weren't sure what to do when we first arrived for breakfast and stood waiting for someone to help, she looked at us and ignored us so we went to sit at a table and then thought should we sit down ? So my husband approached her and she said we need to see the Maitre D. We did not see her smile once whilst we were at breakfast. The opposite though was Suzy, she was so smiley and friendly a real asset to The Hilton. Also friendly were James and Ana.

Room Tip: The apartment we had was a really good size, included own cooking and laundry facilities.
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  • Stayed: July 2013, traveled as a couple
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Thank Rayner4
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 July 30, 2013

Dear Rayner4

Thank you for your great feedback

I am sorry that Elizabeth let the team down, I will address with her.

It was great to read the positives of which I will share with the team.

Come back and see us soon

Kind regards

Andrew

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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
#15 Luxury Hotel in Queenstown
#16 Family Hotel in Queenstown
Price Range: $170 - $611 (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 
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Also Known As:
Hilton Queenstown Hotel Queenstown

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