Elite treatment at Hilton Surfers Paradise

[luxurytraveller]

Stayed at this hotel from for 3 nights during the Easter break.

Booked a 2 Bedroom Deluxe Apartment. Only upgraded to a 2 Bedroom Ocean View Apartment on the Orchid Tower (The taller building). But was only on level 18 - there are 55 levels.

I asked on check-in if I could get a 3 bedroom - but they said they were booked out.

Also they did not provide me Executive Lounge access as I am a Hilton Gold Member. I've been to this hotel twice before as well and have always receive an upgrade to a 3 Bedroom apartment, Executive Lounge access and Buffet Breakfast. The duty manager checking me in said they have clamped down on a lot of the benefits over the last few months.

I even asked if I could pay for Executive Lounge access - he said no and are only give to the hotel residences - not the people staying in the apartments. So much for loyalty!

Also they said I could only have continental breakfast in their main restaurant - The Salt Grill. luckily when I arrived they said I could have the Full buffet breakfast.

The rooms are still nice, modern and clean - especially if you have kids who want a larger place to run around. You can't beat the location as it is right smack in the middle.

Unfortunately if you are wanting to receive benefits as an elite - I would not hold my breath. Only come here if you want a nice room and location - nothing more.

 

[Deleted member 29185]

Did they charge you for the coffees?

No they didn't charge for the coffees although I did hear the maître d say on the second morning to the waitress that we were diamond, so perhaps it is waived for diamond guests (although the little signs they use to have on the tables advising of the charge have disappeared as well).

Sunday night in the lounge was still OK and had the usual antipasto, a mushroom soup (also hot) along with samosas and pork dumplings. The cheese platter was still good even although the place was virtually empty. One of the lounge ladies mentioned to me that they had found the switch to the canapé style food in lieu of the rice and curry was easier for the kitchen as well as being preferred by most guests. She mentioned they use to get a lot of waste with the curries.

We did get the newspaper delivered on the second morning but no express check-out folio arrived. The account was fine and we also noticed we were not charged for the trundle bed for our daughter. When I book, I book for 1A,1C and add the "spouse stays free. Occupancy 2A,1C" text to the booking and I find sometimes we are charged for the trundle and sometimes not. I believe we are suppose to be charged as the "spouse stays free benefit" I think is only if existing bedding is used although I think $60 for a trundle is way too high (but par for the course I guess). As usual, our 13YO daughter was also granted lounge access and the buffet breakfast at no charge so although HSP could still improve, I think they are now an acceptable offering and I find upgrades do happen basically every visit to the hotel (residences are different), status is recognised appropriately (better in fact, than what they need do as a bare minimum) and service has picked up remarkably.

 

[Princess Fiona]

Stayed at this hotel from for 3 nights during the Easter break.

Booked a 2 Bedroom Deluxe Apartment. Only upgraded to a 2 Bedroom Ocean View Apartment on the Orchid Tower (The taller building). But was only on level 18 - there are 55 levels.

I asked on check-in if I could get a 3 bedroom - but they said they were booked out.

Also they did not provide me Executive Lounge access as I am a Hilton Gold Member. I've been to this hotel twice before as well and have always receive an upgrade to a 3 Bedroom apartment, Executive Lounge access and Buffet Breakfast. The duty manager checking me in said they have clamped down on a lot of the benefits over the last few months.

I even asked if I could pay for Executive Lounge access - he said no and are only give to the hotel residences - not the people staying in the apartments. So much for loyalty!

Also they said I could only have continental breakfast in their main restaurant - The Salt Grill. luckily when I arrived they said I could have the Full buffet breakfast.

The rooms are still nice, modern and clean - especially if you have kids who want a larger place to run around. You can't beat the location as it is right smack in the middle.

Unfortunately if you are wanting to receive benefits as an elite - I would not hold my breath. Only come here if you want a nice room and location - nothing more.

It seems to me that you did receive the published Gold benefits. Room upgrade, breakfast and presumably complimentary internet access.

Executive lounge access is not a published Gold benefit.

 

[Deleted member 29185]

Stayed at this hotel from for 3 nights during the Easter break.

I've found the residences are good if you have more than 3 guests staying. Up to 3, the hotel is the better proposition in my books. The reasons for this conclusion are:
1) the hotel usually offers better upgrades (as you said, the upgrade in the residences is rarely more than to an ocean view or a higher floor, basically the room you book is the room you'll usually get);
2) the hotel has nicer rooms (subjective of course, but I find the lack of nice furniture and decorations in the residences to be a let down);
3) by booking the residences, the choice of building is a lottery. If you lose out and get the shorter (Boulevard) Tower, it is very disappointing. We've waited 20minutes for the lift in the Boulevard Tower and the rooms are smaller (especially the 3 bed residences which are miniscule compared with the Orchid Tower). In fact, when I now book a residence, I put in the comments section of the booking that I will not accept the Boulevard Tower. I would prefer to cancel the booking than be placed in that building;
4) the hotel rooms are only in the Orchid Tower and are serviced by 3 dedicated elevators so the wait is minimal whereas the wait for the elevators for the residences can be excruciatingly long;
5) if you are gold, there is a good chance of lounge access in the hotel, less so in the residences;
6) the lounge is accessed from the same elevators as the hotel rooms, but a change of elevators is required from the residences;
7) if you secure floor 12-15 in the hotel, the same key card works for room and lounge (all the rest requires one key for the accommodation and another for the lounge access).

I think they were full over Easter. All the staff we spoke to yesterday said they were happy it had calmed down as it was apparently pandemonium over the Easter break, which could explain why you didn't get an upgrade or lounge access. As for offering to pay for lounge access, I personally believe the canapé service is not worth the $60/person or so they charge. Just go and buy some canapés and drinks and enjoy your balcony, or alternatively wander down to the myriad of restaurants around the Hilton and you'll find much better value and a much nicer choice for the same money or less.

 

[boomy]

I've found the residences are good if you have more than 3 guests staying. Up to 3, the hotel is the better proposition in my books. The reasons for this conclusion are:
1) the hotel usually offers better upgrades (as you said, the upgrade in the residences is rarely more than to an ocean view or a higher floor, basically the room you book is the room you'll usually get);
2) the hotel has nicer rooms (subjective of course, but I find the lack of nice furniture and decorations in the residences to be a let down)

I never stated in the residence because we are usually only 2 guests but I'm surprised to hear the hotel has nicer rooms. I guess I always thought the apartments will be more impressive. As far as I know the relaxation suite is the top room at HSP and it's far from being impressive. The rooms are quite small for proper suites, the carpet is disgusting (even HBNE exec rooms have nicer carpets), the bath is nothing special (no spa jets), not all rooms have direct ocean views from the balcony (which itself has no furniture at all) and the decor in general looks very cheap. In conclusion, the room doesn't live up to it's name and it doesn't resemble the impressive SYD relaxation suite at all.
I'm more then happy to stay there when I pay for a cheap room and get upgraded (which happens a lot at HSP) but if I would pay the full price for the suite, I would be very disappointed..

 

[Deleted member 29185]

In conclusion, the room doesn't live up to it's name and it doesn't resemble the impressive SYD relaxation suite at all.
I'm more then happy to stay there when I pay for a cheap room and get upgraded (which happens a lot at HSP) but if I would pay the full price for the suite, I would be very disappointed..

I agree entirely. The HSYD king suite is head and shoulders above the best HSP suite. TBH, my preferred room at HSP is the relaxation room over the suite as the suite seems a bit awkward with the odd shape, separate bedroom and dinky lounge. I like the spaciousness and vista from the relaxation rooms although they don't have the balcony, which is a shame. The residences are certainly bigger, but the furniture is uncomfortable (although their balconies do have furniture) and even the 4 bedroom sub-penthouse suite (at $2400/night or thereabouts) is nothing spectacular (but it is big).

I'm probably not the best person to compare suites, but often I think the word conjures an image which is not replicated in actuality. The suite we had at IC SYD was (IMHO) on par with the suite at HSP and the suite we had at ICSC was smaller (and somewhat dated) IMHO. Even the coveted Yarra Suite at HSW I feel is a bit odd (I prefer the 2 bedroom city view apartment there) and the HBNE suite is on par but a little dated (but I do like the HBNE bathroom). Apart from the HSYD King Suite (which the last one we received was somewhat neglected in upkeep), the best room I think I've stayed at was the Hilton Taupo 3 bedroom apartment. It was quite awesome and very comfortable with everything really.......views, balconies (with furniture), comfortable and stylish furniture and decorations/wall hangings etc. All they needed was a decent restaurant and lounge!

 

[muppet]

I emailed to enquire about diamond benefits for a future stay in the residences - due to reports in this thread.

Reply confirmed Diamond benefits as upgrade, 1,000 points and internet. Specifically stated no executive lounge or breakfast when I asked for clarification.

Needless to say, I cancelled. Not worth it. Stay elsewhere for less and pay for brekkie and drinks.

 

[Princess Fiona]

I emailed to enquire about diamond benefits for a future stay in the residences - due to reports in this thread.

Reply confirmed Diamond benefits as upgrade, 1,000 points and internet. Specifically stated no executive lounge or breakfast when I asked for clarification.

Needless to say, I cancelled. Not worth it. Stay elsewhere for less and pay for brekkie and drinks.

I think that's wrong and I suggest you forward it to Hilton Corp.
AFAIK the HSP hotel and residences is a "Hilton" brand property and as such Exec Lounge access and continental breakfast must be given to Diamond HH guests.

 

[boomy]

I think that's wrong and I suggest you forward it to Hilton Corp.
AFAIK the HSP hotel and residences is a "Hilton" brand property and as such Exec Lounge access and continental breakfast must be given to Diamond HH guests.

Definitely no lounge access. I witnessed once an argument between a family and the lady from the lounge at HSP. She explained them that lounge access is exclusively for hotel guests, not residences.
I wonder what's the policy in other places, like Conrad BKK residences.

 

[Princess Fiona]

Definitely no lounge access. I witnessed once an argument between a family and the lady from the lounge at HSP. She explained them that lounge access is exclusively for hotel guests, not residences.
I wonder what's the policy in other places, like Conrad BKK residences.

I haven't stayed there for about a year but in three previous stays had lounge access as a Diamond in the residences.

 

[boomy]

I haven't stayed there for about a year but in three previous stays had lounge access as a Diamond in the residences.

Possible it's another case of different rules at different HH properties. For example, Conrad Maldives is exempted from the free upgrade policy while other luxury resorts, like Hilton Bora Bora, do offer it.

 

[serfty]

Such exceptions are explicitly mentioned as not having to provide those benefits on the hhonors website.

 

[muppet]

Forwarded to [email protected] and got this (very quick response):

Dear Mr. <<muppet>>

Thank you for your inquiry regarding your Diamond benefits. We appreciate you taking the time to contact us.

I have confirmed that at this time Gold and Diamond Members will only receive 1,000 MyWay bonus points per eligible stay at the Hilton Surfers Paradise Residences, regardless of MyWay selection.

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please click on the link below for the contact number of the Hilton Worldwide Service Center location nearest you.

Hilton HHonors Hotel Loyalty Program Support | Hilton HHonors.

Best regards,

<<removed>>
Diamond Coordinator
Customer Care Email Department
Hilton Reservations and Customer Care

 

[Princess Fiona]

Forwarded to [email protected] and got this (very quick response):

Dear Mr.

Thank you for your inquiry regarding your Diamond benefits. We appreciate you taking the time to contact us.

I have confirmed that at this time Gold and Diamond Members will only receive 1,000 MyWay bonus points per eligible stay at the Hilton Surfers Paradise Residences, regardless of MyWay selection.

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please click on the link below for the contact number of the Hilton Worldwide Service Center location nearest you.

Hilton HHonors Hotel Loyalty Program Support | Hilton HHonors.

Best regards,


Diamond Coordinator
Customer Care Email Department
Hilton Reservations and Customer Care

That's a bit disappointing and obviously given my experiences a change to their previous policy.
Interestingly MyWay selections don't cover either breakfast for Diamonds or exec lounge access for Diamond or Gold members.
The Hilton website for the residences at HSP mentions the Exec Lounge in the home page.
I'm not a lawyer but I think there's a lot of wriggle room there for false representation.
http://www3.hilton.com/en/hotels/qu...e-residences-OOLREHI/index.html?stop_mobi=yes

 

[lovestotravel]

Meh - The Hilton Surfer Paradise is last on my list of properties to stay. I had 4 visits there in 2013 and was underwhelmed on each and every one of them with service failings and/or no upgrades or in-fact a room downgrade as a previous Diamond member.

I'd rather stay anywhere else than the Hilton Surfers Paradise

 

[jetlagger]

I have never rated this property very favourably since opening.
It is a terrible locality, the service is patchy at best, the lobby is a cave & rooms look cheap & tacky.
Evident further dilution of elite benefits makes me scorn this Hilton even more. :evil:

 

[nonpop]

Meh - The Hilton Surfer Paradise is last on my list of properties to stay. I had 4 visits there in 2013 and was underwhelmed on each and every one of them with service failings and/or no upgrades or in-fact a room downgrade as a previous Diamond member.

I'd rather stay anywhere else than the Hilton Surfers Paradise

After 2 stays, we've never gone back to it. Our preference is now the QT. For the coin I can get guaranteed sea view room, breakfast (one of the best ever) and usually a dinner package when 2 nights are spent. Plus it is quiet at night.

 

[boomy]

Meh - The Hilton Surfer Paradise is last on my list of properties to stay. I had 4 visits there in 2013 and was underwhelmed on each and every one of them with service failings and/or no upgrades or in-fact a room downgrade as a previous Diamond member.

I'd rather stay anywhere else than the Hilton Surfers Paradise

I had a few shocking stays at HSP in the past but I can say they did improve over time. Although HSP is far from offering the true "Hilton experience" that you can find at other properties like Hilton Brisbane, they are not as bad as they used to be. The service improved and suite upgrades are quite common for diamonds.

 

[lovestotravel]

I gave them 4 attempts and the blatant lying about an "upgrade" to an "accessible" room sticks in my mind!

Got free parking a few times so that helped, but that was due to staff incompetence

 

[boomy]

After 2 stays, we've never gone back to it. Our preference is now the QT. For the coin I can get guaranteed sea view room, breakfast (one of the best ever) and usually a dinner package when 2 nights are spent. Plus it is quiet at night.

I don't mind the QT, rooms are a bit tacky but they do come at great rates, also free parking on the street and some good restaurants like Bazaar and Yamagen. The only thing I don't like is the pool, which is too small and the pool bar was closed on the last few times I stayed there.
For a true resort experience I prefer the Sheraton. It looks great after the refurbishment.