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“Hilton Surfer Paradise”

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Hilton Surfers Paradise
Ranked #12 of 33 Hotels in Surfers Paradise
Reviewed 26 April 2013

Very strategic location just a short steps from Cavill Avenue and Surfer Paradise beach. Recommended for a very pleasant stay here. I will definately be back. The staffs of the hotels were very efficient and attentive to your needs. Very nice design at the pool areas for a comfortable hang out areas with friends and family. We had a barbeque on one night and all barbeque equipment was provided by the hotel free of charge.

  • Stayed: April 2013, travelled with family
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Review collected in partnership with Hilton Hotels & Resorts
Thank Azalimuda Bin A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 29 April 2013

Dear Azalimuda Bin A,

Thank you for posting your review, I appreciate your feedback.

I was pleased to see that you enjoyed your stay and I hope we see you back on future travels. We like to make it easy for our guests to enjoy the outdoor BBQ and pleased to see we did just that.

Best regards,

Chris Partridge
General Manager

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Reviewed 25 April 2013 via mobile

I booked online with Expedia and received a great rate for our family to holiday in a 2 bedroom ocean view apartment in the "Residences".
Upon checkin at 3pm, our room wasn't ready but after a 15 minute wait we were ready to go! Reception staff were friendly and efficient. The HUGE furball under the lounge we sat on in the lobby was of initial concern (how clean will this place be if it has furballs in the lobby!!) but we found overall the level of cleanliness to be exceptional.
We were fortunate to receive a room located up on level 42 which provided exceptional views of the beach & surrounding areas.
Our room was spacious, very clean and well maintained. The two bedrooms both featured king beds and large built in robes. There was a bath/shower in the bathroom and a large free standing shower in the ensuite. The apartment also featured a good size laundry with washing machine, dryer & clothes hoist.
We ordered from the room service menu a couple of times - the food was fresh and of a good standard but it did take a long time to arrive (usual wait time was 45 minutes).
The bar fridge was unstocked - but you could call to have items added. Unfortunately it also meant we had to call every time we needed a long life milk to make a cup of tea.
While the staff were very friendly there is still a transient feeling that you can often get in these holiday destinations when staffed by backpackers and the like. For example - we had to ring for towels most days as they weren't always replaced. We totally ran out of toilet paper as our rolls weren't replaced in the vanity of both bathrooms (after staying 7 days you'd expect this would have happened at least once!). One day we returned to the hotel after a long day out with the kids at the theme parks to find that at 5pm our room still hadn't been serviced. It just lacked a professional touch and there seemed to be a lack of process & simple checklists for the servicing of the rooms if I was to be honest.
The location of the hotel is great. Lots to do and many shops & restaurants nearby. The beach is about 100m away and the night markets were lots of fun! We had absolutely no problem with noise and it felt very private and quiet.
We utilised the gym daily - alternating between the one in the hotel tower and the one in the residences tower. They're clean and have all the equipment required for the travelling gym enthusiast.
We also used the pools most days - unfortunately the largest pool was not heated (and the kids were freezing!!!) one staff member commented to us that it wasn't heated in winter "to save costs". The kids pool was equally as cold. The plunge pool was a little better but the indoor pool was the most comfortable. Which was a little bit of a shame given the sun was shining so beautifully outside! Ordered from the outdoor bar twice - food & drinks were served quickly.
We had a hire car on our holiday so used the self park option in the basement carpark for $15 per day - no complaints...there was always a carpark available & we could catch the lift straight up to our floor.
Breakfast at Salt restaurant was a bit of a debacle. There was obviously a conference on while we were staying and the staff were very clearly overwhelmed by the number of patrons they were serving. In fact we saw a few little arguments going on during our time as we were seated right near the barista station!!! Coffee orders took close to 45 minutes to be fulfilled and all eggs are cooked to order so this took another 30 minutes. The buffet area from which to choose from was too small for the number of people trying to eat and many options were "sold out" and we had to wait for more to be cooked (ie bacon + grilled tomatoes).
The manager made an appearance towards the end of the rush but by then it was too late. We didn't go back for breakfast - it was a really disappointing experience and not at all enjoyable.
Overall, we loved our holiday at the Hilton Surfers Paradise - location, views & facilities are all excellent. If systems & staffing issues are addresses it could become a standout.

  • Stayed: April 2013
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Thank Beachlover_mumoftwo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 26 April 2013

Dear Ali_mumoftwo,

Thank you for your review of the hotel, I appreciate your feedback.

I was pleased to see that in general your stay met your expectations. Your detailed review has provided the team with some areas of focus so thank you for sharing your thoughts.

Thanks for choosing to stay at Hilton Surfers Paradise and we hope to see you back on future travels.

Best regards,

Chris Partridge
General Manager

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Reviewed 25 April 2013

Having received a wonderful experience many times at the new Hilton in Melbourne why wouldn't you expect the same at the new Hilton Surfers Paradise.
By 3.00pm on day one our room still had not been attended to. No one answered the"magic" button for me to complain so I visited reception and they assured me it would be done immediately but alas I paid a second visit to reception an hour later.
Once done....in fairness to the hotel they did send a complimentary bottle of wine. Would I have received the same had I not been a Diamond member?
As for breakfast. Too few staff on the quiet days. More staff but poor service on the busy days. Cold waffles, empty buffet, slow coffee, unclean tables and what appeared demoralized stressed staff.
Shame really because the rooms are good but the competition in the area is strong...
Oh bad beware when using the Hilton phone booking. They only offered me their 30% off room rate when I said I would not pay their quoted price.... Poor show Hilton!

  • Stayed: April 2013, travelled with family
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Thank AlexD63
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 25 April 2013

Dera AlexD63,

Thank you for posting your review of the hotel, I appreciate your feedback.

I was sorry to see that your stay did not live up to your expectations, your detailed feedback greatly assists where we can spend some time to improve what we do.

Best regards,

Chris Partridge
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 April 2013

Beautiful hotel and still feeling new after being open for a year or so. Nice well appointed rooms. Highly variable service from front desk, bar and Executive Floor staff. Some are absolutely delightful; others (especially in the bar where they delight in 'showing off', throwing bottles around, sneering at customers they think don't 'fit' the oh-so-fashionable ethos, and pouring drinks from two feet above the glass) are verging on the plain rude. A shame really, because it spoils the rest of the show. But we would come back again (and avoid the bar)!

  • Stayed: April 2013, travelled as a couple
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Thank Visitor951
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 25 April 2013

Dear Visitor951,

Thank you for posting your review of the hotel, I appreciate your feedback.

I was pleased to see that in general your stay met expectations. Thank you for your feedback regarding your experience at the bar which was disappointing and will be followed up.

Thank you for choosing Hilton Surfers Paradise and I hope we see you back in the future.

Best regards,

Chris Partridge
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 April 2013

We stayed here for the first time over the weekend of the 23rd of March the room itself was fairly spacious, not significantly larger nor smaller than other 5 Star hotels. The bathroom however was excellent, with ample towels and toiletries, a huge bath and a monsoon shower head. But really this place is all about the bed. What can I say about the bed? It was amazing. If you can’t sleep like a baby on one of these beds there’s something wrong with you

The staff at this hotel are simply superb - very friendly, helpful, know their city very well and they work very hard in anticipating guest needs. The concierge staff were very professional and friendly/ helpful. If you talk to the Chief Concierge Anthony, you are lucky. He knows it all and has great suggestions and recommendations. He took the time to go over what we had already planned and then pretty much tailored our entire visit which was fantastic. He and his team are an asset to the resort.
The only downside is noise. I could hear people signing, garbage trucks collecting trash all throughout the night and I was already on a higher floor (with a balcony). Perhaps double glaze windows needs to be installed?
Overall a great hotel which provides great quality of comfort. We will definitely return.

Stayed: March 2013, travelled as a couple
Thank Angie S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 25 April 2013

Dear Angie S,

Thank you for posting your review of the hotel, I appreciate your feedback.

I was pleased to see that you enjoyed your stay and thank you for your special mention of Anthony, he will be delighted.

We look forward to seeing you back soon.

Best regards,

Chris Partridge
General Manager

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Reviewed 23 April 2013

Gorgeous complex in a super location! Rooms and bathrooms were great, beds comfy, great views and the swimming pool and breakfast were awesome! The kitchen facilities within the rooms were also great but the only thing I would fault is that our room didnt come with a tea towel so we couldnt comfortably wash any of our own dishes.

Also the toiletries provided are amazing, really really impressed with the service at the Hilton! Its located right in the entertainment district next to bars, restaurants and clubs so if this is what you are after this district is walking distance from the hotel. Being three young girls who shopped, wined and dined - we found it to be a perfect location. Make sure you check out the pool deck if you stay here its gorgeous!

  • Stayed: April 2013, travelled with friends
    • Value
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Thank LKD_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 23 April 2013

Dear LKD_13,

Thank you for posting your review of the hotel, I appreciate your feedback.

It was great to see you enjoyed your stay with us, we do hope to see you back on future travels.

Best regards,

Chris Partridge
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 April 2013 via mobile

Busy breakfast period and the kitchen particularly were under the pump.
Candice was the only chef on at the time and she owned that kitchen like a boss punching out orders.
I found out later that she rarely does the breakfast run
Well done also to Benja one of the waiting staff and Bonnie managing the restaurant.
Overall, all staff were fantastic at such a busy time and food was awesome!!!

  • Stayed: April 2013
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Thank GWODcentral
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise, responded to this reviewResponded 23 April 2013

Dera GWODcentral,

Thank you for posting your review of the hotel, I appreciate your feedback.

It was great to see that you had a memorable breakfast at Salt grill and I hope we see you back in the future.

Best regards,

Chris Partridge
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Surfers Paradise

Address: 6 Orchid Avenue, Surfers Paradise, Gold Coast, Queensland 4217, Australia
Phone Number:
Region: Australia > Queensland > Gold Coast > Surfers Paradise
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Family Hotel in Surfers Paradise
#6 Business Hotel in Surfers Paradise
#6 On the Beach Hotel in Surfers Paradise
#7 Spa Hotel in Surfers Paradise
#7 Romantic Hotel in Surfers Paradise
Price Range: £118 - £311 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Hilton Surfers Paradise 3.5*
Number of rooms: 169
Official Description (provided by the hotel):
Hilton Surfers Paradise is the ultimate Gold Coast retreat, with famous beaches, shopping, dining and entertainment located right at the door step. The urban style resort offers a host of leisure facilities including four heated swimming pools, an indoor spa and sauna, pool bar, two gymnasiums and a theatre. For your comfort, the property is also home to an Executive Lounge with spectacular views of the Gold Coast from its' 15th floor location. The new signature restaurant at Hilton Surfers Paradise, Catch, offers a coastal atmosphere, and a menu focusing on fresh, sustainable seafood. As one of the newest 5 star hotels in the region, Hilton Surfers Paradise combines world class service and style with the benefits of a premier location to deliver an experience that promises life long memories. When staying at Hilton Surfers Paradise, you have the option of hotel rooms and suites, or the fully serviced, self contained, apartment style residence, which come complete with kitchen, laundry and separate living space. ... more   less 
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Also Known As:
Hilton Surfers Paradise Hotel And Residences
Hilton Surfers Paradise Gold Coast, Australia

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