D
Deleted member 29185
Guest
Status: Diamond
Property: Hilton Surfers Paradise
Date:
Stay 1 - 25/27 December 2012
Stay 2 - 6 January 2013
Rate:
Stay 1 - $454.90/nite - Early Special Rate
Stay 2 - $132.50 Thank you rate.
Booked:
Stay 1 - 3 bedroom residence, high floor, ocean view
Stay 2 - Hilton accessible room
Received:
Stay 1 - 3 Bedroom residence, low floor (10), ocean view
Stay 2 - 1 Bedroom residence mid level (24) hinterland view
They got right:
Stay 1 - booked for 2 A, 2C but later realised I should have booked for more (just in case) as the "early Special Rate" included exec. lounge access and full breakfasts for all guests. HH central reservations wanted an additional $60 per person to do this, whereas the in-house team altered the reservation to 5 A + 2 C, no charge due to my diamond status. Ended up with 4A + 2C staying.
Stay 2 - At my request, upgraded to a 1 bedroom residence as four of us wanted to stay. Nice room, not bad floor and great for a (requested) upgrade at a chockers hotel.
They got wrong:
Stay 1 - Low floor Boulvard tower which I actually class as a downgrade from what was ordered. 3 bedroom appartments in the Boulevard tower are much smaller than the 3 bedroom apartments in the Orchid tower. Had to wait until 5.00pm for check-in because a diamond wouldn't vacate (apparantly). Sent to exec. lounge to wait for two hours which borders on ridiculous. Lifts a night mare. Evening canapes boring (bordering on "why bother").
Stay 2 - No robes, no water, no pen, no milk, not enough towels, no slippers. Ordered collectively and delivered spasmodically after reminder calls. Each call (four in total) to magic was answered by the same charming lady so I'm beginning to wonder if there is only 1 person on the switch?????? That would certainly explain the extensive wait times on hold. Canapes still the same boring rubbish so I enjoyed the remainder of the complementary wine from the Hilton BNE on my balcony instead. Breakfast this morning was woeful (according to my usually upbeat wife) and flys in the face of past breakfasts in Salt, which usually are great. Luckily I had work to attend to so I missed it. I hope that was a once off bad morning and it's not a trend developing for the worse. Attempted to charge for "high speed internet" on the bill.
Summary: As discussed elsewhere, HSP is certainly struggling with the basics and both the hotel itself, as well as the staff simply cannot handle a full hotel. They have excelled with things like upgrades (at least in my experience) and some of the staff are really responsive and excellent at what they do, but the way-too-many issues now make this a hotel I'll be avoiding. Waiting 15-20 minutes (and longer) for a lift while cleaners fill them with their trolleys is depressing. The exec. lounge has a nice view but a terrible selection which never alternates (also, someone needs to advise HSP what a canape actually is). Soup, rice and jelly beans don't cut it with me, the cheese board is nearly always out of cheese or crackers or both and not everyone likes antipasto. They regularly run out of plates, glasses and paper serviettes and the drinks fridge is the size of a thimble and staff rarely bother to look in to see what needs replenishing.
Recommend: Probably not. I've just cancelled two future bookings as a stay at HSP has become something to dread, not enjoy. Hopefully they'll get some help in to sort out what the current management can't do.
Property: Hilton Surfers Paradise
Date:
Stay 1 - 25/27 December 2012
Stay 2 - 6 January 2013
Rate:
Stay 1 - $454.90/nite - Early Special Rate
Stay 2 - $132.50 Thank you rate.
Booked:
Stay 1 - 3 bedroom residence, high floor, ocean view
Stay 2 - Hilton accessible room
Received:
Stay 1 - 3 Bedroom residence, low floor (10), ocean view
Stay 2 - 1 Bedroom residence mid level (24) hinterland view
They got right:
Stay 1 - booked for 2 A, 2C but later realised I should have booked for more (just in case) as the "early Special Rate" included exec. lounge access and full breakfasts for all guests. HH central reservations wanted an additional $60 per person to do this, whereas the in-house team altered the reservation to 5 A + 2 C, no charge due to my diamond status. Ended up with 4A + 2C staying.
Stay 2 - At my request, upgraded to a 1 bedroom residence as four of us wanted to stay. Nice room, not bad floor and great for a (requested) upgrade at a chockers hotel.
They got wrong:
Stay 1 - Low floor Boulvard tower which I actually class as a downgrade from what was ordered. 3 bedroom appartments in the Boulevard tower are much smaller than the 3 bedroom apartments in the Orchid tower. Had to wait until 5.00pm for check-in because a diamond wouldn't vacate (apparantly). Sent to exec. lounge to wait for two hours which borders on ridiculous. Lifts a night mare. Evening canapes boring (bordering on "why bother").
Stay 2 - No robes, no water, no pen, no milk, not enough towels, no slippers. Ordered collectively and delivered spasmodically after reminder calls. Each call (four in total) to magic was answered by the same charming lady so I'm beginning to wonder if there is only 1 person on the switch?????? That would certainly explain the extensive wait times on hold. Canapes still the same boring rubbish so I enjoyed the remainder of the complementary wine from the Hilton BNE on my balcony instead. Breakfast this morning was woeful (according to my usually upbeat wife) and flys in the face of past breakfasts in Salt, which usually are great. Luckily I had work to attend to so I missed it. I hope that was a once off bad morning and it's not a trend developing for the worse. Attempted to charge for "high speed internet" on the bill.
Summary: As discussed elsewhere, HSP is certainly struggling with the basics and both the hotel itself, as well as the staff simply cannot handle a full hotel. They have excelled with things like upgrades (at least in my experience) and some of the staff are really responsive and excellent at what they do, but the way-too-many issues now make this a hotel I'll be avoiding. Waiting 15-20 minutes (and longer) for a lift while cleaners fill them with their trolleys is depressing. The exec. lounge has a nice view but a terrible selection which never alternates (also, someone needs to advise HSP what a canape actually is). Soup, rice and jelly beans don't cut it with me, the cheese board is nearly always out of cheese or crackers or both and not everyone likes antipasto. They regularly run out of plates, glasses and paper serviettes and the drinks fridge is the size of a thimble and staff rarely bother to look in to see what needs replenishing.
Recommend: Probably not. I've just cancelled two future bookings as a stay at HSP has become something to dread, not enjoy. Hopefully they'll get some help in to sort out what the current management can't do.
Stayed at South Wharf over the weekend and service was fine, although they couldn't find any bubble bath for my 2 yo although a few months earlier the front desk was falling over itself to give me some without asking.
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