Hilton South Wharf - Discussion and Reviews

[anat0l]

Re: Hilton south wharf

I've had a somewhat similar experience, both a HSW and some of the other properties ... its pretty rare I have to say, if it were common I'd have stopped staying at Hilton a long time ago. The worst offending hotels for this stuff seem to be those that are newly staffed (or opened) and/or have inexperienced staff. My last stay at HSW I barely recognised anyone, all the faces were fresh, and I got an idea, as I discussed a service failure, that the staff at that time were _extremely_ inexperienced, one of the staffers I spoke with near the front desk didn't seem to know, or understand, what a 'turndown' was (for example).

I used to mention service failures and then leave them to it, but nowadays I tend to follow up, so, if I've asked for a room clean, and I go out, when I return I'll ask how that clean went when I come back past the front desk. If theres been no action then there really isn't much choice but to call in the duty manager ... its the best way in my view ... gives the hotel a good solid view that they have a problem and pretty much 100% of the time gets your problem fixed immediately.

Basically ... complain long and loud hehehe, until things are as they should be

Its ironic that I stayed close to when HSW opened. And I thought they were brilliant.

New staff, little bit wet behind the ears, and you could tell. But you could also tell that they were dedicated to doing their jobs well, with a very much can-do attitude.

I actually haven't had a bad experience at HSW. I don't stay as often as others, but I'd still consider myself quite lucky I guess....

 

[Deleted member 29185]

Re: Hilton south wharf

I actually haven't had a bad experience at HSW.

Neither I, however we did have an unusual issue before we stayed there....

I have told this story before, but I tried booking two nights for my family at HSW and found a rate which ran out at about $1500 for two or three nights (two bedroom apartment IIRC). To me that rate was higher than I'd normally pay, but we were keen to try HSW. I found the rate on the Hilton site but when I tried to book it, the web site went down. I rang HSW directly and they too could not book it as their computers were down as well. When I went to bed that night, I could still not book it. The next morning when I awoke, it was bookable, but the rate had gone up by about $200. I rang HSW to see what they could do, fully believing they'd honour the rate given neither I nor them could book it the day before. Despite numerous calls, escalations, pleas etc, they refused to budge.

We went elsewhere at a huge discount over the HSW price.......... sheer stupidity on their part as the room requested went unsold and we do tend to buy extras as well (movies, bar drinks, restaurant meals etc)

C'est la vie!

 

[anat0l]

Re: Hilton south wharf

Neither I, however we did have an unusual issue before we stayed there....

Your issue with HSW is that there is no pool. Or the bathtub isn't big enough for you. :mrgreen: *runs*

 

[Moopere]

Re: Hilton south wharf

Its ironic that I stayed close to when HSW opened. And I thought they were brilliant.

Actually, yes, you've dusted off the cobwebs from my memory and I also visited HSW shortly after opening - and yes, they impressed at every level.

so.....

the service levels have to boil down to management and front line supervision ... because although yes a lot of the staff were new at opening the report was that HSW had drawn in large numbers of experienced management/supervision staff from other hiltons all over the country. Mostly these have dispersed again now, including the GM of the time ... even though you say you've not had a bad experience there you must have noticed that service levels are not what they once were?

 

[Deleted member 29185]

Re: Hilton south wharf

Your issue with HSW is that there is no pool. Or the bathtub isn't big enough for you. :mrgreen: *runs*

Oh yes.....I had nearly forgotten about that :mrgreen:. There is no pool, no sun deck, no spa, no saunas and bathtubs that barely wash one big toe at a time!

But.............I do love it when they rotate visual exhibitions in the foyer! Whether it be art or luxury motor vehicles, I think that is a real plus (I found I could bath quite comfortably in the boot of a Lamborghini despite it being about the same size as the Hilton bathtubs, although the gathered crowd were probably not looking in wonder at my 6 pack abs )

 

[anat0l]

Re: Hilton south wharf

...even though you say you've not had a bad experience there you must have noticed that service levels are not what they once were?

Tough call.

Not as they once were? Yeah, you could say that.

It's really tough as when you get used to a place, it becomes really hard to feel that the place maintains a standard. That gets really driven into you the more you stay there. What you once perceived was "excellent" eventually becomes "average". Something which was "above the call" now becomes "standard". We're all guilty of it.

Nothing replaces that first "brilliant" experience (with no prejudices from previous experiences). But as far as rating them all on a scale is concerned, I've felt the service standard has not really dipped a huge amount. Certainly hasn't dipped to say 6/10 or 5/10 experiences IME. Changes in the HH programme and the impact of the new Velocity programme may have had an impact on how we perceive things going down and also how things may have also affected the property.

In fact, the first time I stayed at HSW, I offered a completed comment card at checkout and was shortly contacted by mail by one of the managers at the time, who offered me a complimentary upgrade for my next stay at HSW. That one scored me a suite as a Gold

I've been well taken care of at least the last couple of times when I stayed at HSW. Room not ready yet? Please use the Executive Lounge first. Later there was a bottle of water and basket of fruit waiting in the room with a handwritten note of apology (latter one completely unnecessary!).

 

[UP4014]

Haven't stayed for a year, but certainly has been good to me in the past and I thought they were excellent. Things like no pool you know in advance, geez I even stay in Cairns and don't use the pool.

Perhaps they need a manager who will walk the floors giving them a white glove inspection.

 

[Deleted member 29185]

geez I even stay in Cairns and don't use the pool.

What about if I threw in a blow up train carriage? Would that entice?

 

[JMFK]

HSW is one of my favourite properties, I've always found the staff to be great. Happy for a chat in the lounge, wished a Happy Birthday without prompt etc.

9/10 I can book a base room and get a Relaxation or Yarra Suite so I love it. I remember the special gift and card I got on my 25th stay there. It was both surprising and embarrassing all at the same time!

 

[Moopere]

9/10 I can book a base room and get a Relaxation or Yarra Suite so I love it.

You must be Diamond. I'm Gold and traditionally I get an exec upgrade which is great and I'm generally happy - however, in keeping with recent reports I'm not getting the same thrill I used to get when staying here - and I've clocked up my fair share of time at HSW over the years.

Most recent stay, last week, for a week - rates had dropped significantly and the place was deserted, yet, told no exec upgrades available for me. I could buy my way into an exec room for $75 extra per night ... I asked about the specials that were clearly advertised on the web, amounting to about $40 additional / night over my pre-booking of a base room - front desk didn't know anything about them ... stone walled ... but I was feeling feisty and asked the CSR to wait a moment, pulled the smart phone and surfed for 2 minutes on the hilton site, found the exec room at _very_ reasonable per night rates .... so told the CSR I'd choose one of these ... fumble fumble fumble, lots of tapping on the computer and finally a way was found to give me a complimentary upgrade after all.

So, alls well that ends well, and its often stated that good service can be (at least) partly measured by how they recover from a failure ... and they did, but this was clearly a 'test' grab for money and they just happened, in this instance, to bump into a reasonably knowledgeable, tired and feisty status holding customer.

The HSW exec lounge has never been much compared to almost any other you can mention, despite its size, its usually deserted and with good reason ... theres almost no reason to go there except for a bit of peace and maybe a decent coffee - even HotP puts on a better spread of nibblies and HotP is by no means a star performer here either.

No water in the room, which I forgave considering I had to haggle my way into the room in the first place, but they never tried to recover from that over the next few days and I had to get the exec lounge staff to reverse a mini bar charge because of it (for 2x water).

On the positive side, turn-downs have reappeared and the concierge experience was vastly improved over my last stay. Exec lounge staff, and staff in general were good and friendly.

 

[DAC1]

Does anyone have the e-mail on hand for the GM at HSW? ​

 

[JMFK]

Kanupriya (Kanu) Mathur is the Guest Relations Manager and EA to the GM. She has always been very receptive when I've emailed. [email protected]

Is Brett Christ still GM at HSW? It's been a little while since I've stayed there. If so, his email is [email protected]

 

[DAC1]

Kanupriya (Kanu) Mathur is the Guest Relations Manager and EA to the GM. She has always been very receptive when I've emailed. [email protected]

Is Brett Christ still GM at HSW? It's been a little while since I've stayed there. If so, his email is [email protected]

Thanks for this, the e-mail addresses were helpful.

 

[muppet]

really nice in the exec lounge tonight. live singer in the lounge (music via ipod).

last night had oysters.

dunno what's going on but it's nice.

 

[JessicaTam]

really nice in the exec lounge tonight. live singer in the lounge (music via ipod).

last night had oysters.

dunno what's going on but it's nice.

I think they are now having seafood Tuesdays and Thursdays in the lounge. Not sure that there is anything special.

 

[Simo]

I think they are now having seafood Tuesdays and Thursdays in the lounge. Not sure that there is anything special.

Maybe it was because you where in the lounge JT

 

[muppet]

I think they are now having seafood Tuesdays and Thursdays in the lounge. Not sure that there is anything special.

nice.

the singer also confirmed she now does her bit Wednesday and Thursday in the lounge and Friday nights in the downstairs bar.

if this continues, it sounds great.

 

[JessicaTam]

Maybe it was because you where in the lounge JT

Thank you for reinforcing my opinion of me, however I haven't been to HSW for a few months.

And I don't eat seafood.

 

[BLK343]

The Exec Lounge seem to bring out something special at 6pm. I have experienced the oysters at 6pm or a tropical punch

 

[Fifa]

Tonight at HSW there is an amazing female singer in the lounge - Sarah Frances Johnston (About - Sarah Frances Johnston).

A big bowl of prawns is on offer but I can't be bothered peeling them so I enjoyed the sushi and chicken sticks instead.

This afternoon I overheard a receptionist offering a couple an upgrade to an executive room - normally $110 but today it is $75. They declined.