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“Fantastic room and excellent service”

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Hilton Surfers Paradise Hotel
Ranked #13 of 31 Hotels in Surfers Paradise
Singapore, Singapore
Level 5 Contributor
53 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
“Fantastic room and excellent service”
Reviewed 30 December 2013

The Hilton Residences are in the middle of the tourist area of Surfer's Paradise, and staying on the 28th floor and sea facing ensured that noise was not an issue. The 2 bedroom apartment we stayed in was immaculate.

The counter staff were very helpful and pleasant (special mention to Joseph who noticed that people were queuing to check in, and eased back on the staff training: he and a colleague later helped me jump start a flat battery in the basement).

We didn't take the breakfast option... there are so many cafes and restaurants around you'd be crazy not to go out.

The Internet service in the hotel is painful: Intertouch or whatever. If you have several phones each one has to be signed up separately for $$$. Better option: stick a Telstra 3Gb data SIM into a phone/iPad and enable it as a hotstop for the others to use.

Otherwise, this is a great Hilton experience and highly recommended.

Having said that, I'm going to leave a couple of pointers to the Hilton staff (this shouldn't affect your stay, it's just something they should know)

- the car park smells faintly of garbage, and I read another reviewer that identified a smell coming from the garbage chute. Whilst not a showstopper, this problem needs to be fixed if you expect to remain a 5 star with excellent rating.

- the house keeping staff forgot to replace bath towels for 2 days. Fortunately, a reminder call fixed this in a few minutes but it's something that shouldn't be happening in a 5 star.

Room Tip: Get a room on a higher floor (20+ recommended) that does not face the nightclub strip (Cavill Ave) o...
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  • Stayed December 2013, travelled with friends
    • Value
    • Location
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    • Cleanliness
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Helpful?
Thank JasonFJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 1 January 2014
Dear JasonFJ,

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

I was pleased to see that you had a good stay in a Residence at Hilton Surfers Paradise and thank you for your recognition of Joseph, he will be delighted.

I have noted your feedback regarding housekeeping and the towel situation and apologise for the inconvenience. Have also noted the issue with odours in the car park, which is being addressed.

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

Best regards,

Chris Partridge
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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  • Value
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Australia
Level 3 Contributor
12 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 30 December 2013

This hotel is in a great location in the heart of the Gold Coast, about a block from the beach. We stayed on the 45th floor in a three-bedroom residence and had spectacular views of the ocean, highrises, and river. The room was in excellent condition, very clean and well-appointed. The buffet breakfast was also excellent, and the service from the staff at breakfast was very efficient and friendly. The room servicing was also very good. However the service in other areas was poor. The hotel's concierge service, marked as MAGIC on the phones, was anything but. Often they took more than ten minutes to answer the phone, and then the staff who answered were not equipped to answer our question. We ordered a cake through MAGIC the evening before a birthday, but it never showed up. It took staff about 15 minutes after we first enquired to let us know that it wasn't coming, and by then our kids were exhausted. They offered to make one then but it would have taken another 30 minutes. Not great. Also, the room service was over-priced for small serves - about $35 for five or six prawns. The pool is nice, albeit a bit of a wind tunnel, but we once waited for more than 30 minutes with no towels. There is a sign telling you to "dial magic for your poolside needs" but no obvious phone?! We would consider staying here again but we would hope they'd work on their service.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Aussie_Holly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 30 December 2013
Dear Aussie_Holly,

Thank you for sharing your review I appreciate your feedback.

I was pleased to see that you enjoyed your 3 bedroom Residence at Hilton Surfers Paradise and that you enjoyed breakfast with our friendly restaurant team. I am sorry that there were some shortcomings experienced in relation to Magic and apologise for the inconvenience.

Let us know if you plan to return so we can ensure you have a faultless stay.

Best regards,

Chris Partridge
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level 6 Contributor
122 reviews
67 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
Reviewed 30 December 2013

This property falls short in a lot of ways, not the least being the small pool area to share with both hotel guest and apartment residents from two apartment towers, and the fact that the pool lounge shade is fixed so is not able to be moved as the sun moves, and there is a severe shortage of sun lounges for the number of people accessing the area.

Location is right in the heart of Surfers, and a short walk to the beach. Rooms are ok, but its hit and miss as to what size room you will get, as they vary greatly in size in the same category.

The Executive Lounge was adequate, although the breakfast offering was limited and disappointing.

I would not stay here again.

Room Tip: Check the fire evacuation floor plan to see if you got a decent sized room, as this shows the size o...
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  • Stayed December 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank h0lidaysun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 30 December 2013
Dear h0lidaysun,

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

The pool area has a choice of 3 different pools and does get quite busy so I am sorry that you found a challenge getting a sun lounge to suit your needs.

Thank you for choosing to stay at Hilton Surfers Paradise.

Best regards,

Chris Partridge
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Launceston, Australia
Level 2 Contributor
9 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 29 December 2013 via mobile

Right in the heart of Surfers, but it's a very noisy location. Rooms were ok, but we did find our room a bit dirty and run down looking, compared to Hilton South Wharf in Melbourne. However, service was good.

  • Stayed December 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank espresso_on_the_run
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 30 December 2013
Dear espresso_on_the_run,

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

I was pleased to see that you found our location convenient but was sorry to see that you felt your room did not meet your expectations.

Best regards,

Chris Partridge
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Singapore
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 28 December 2013

I stayed in a 3 bedroom ocean view apartment at the Orchid Tower for 8 nights. I was initially worried about the 'noise' level due to some reviews I read on the web. Turned out that my worries are unfounded, could be because we were on the 35flr. The apartment has fantastic view, was serviced daily by friendly staff, and very spacious for my family of 6. Staff at the concierge was very helpful in tour booking and advice. My kids age 6-13 love the spa pool and enjoyed the breakfast. Location is fantastic with supermarkets, shopping and restaurants at footstep. It's easy to catch a public bus to the major theme parks too! My only 'complain' will probably be the over-powering chlorine smell at the spa pool. My kids can't stop talking about their lovely stay at Hilton Residences and we will definitely love to stay there again on our next visit to surfers paradise! :)

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Jan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 30 December 2013
Dear Jan L,

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

I was delighted to see that you enjoyed your stay in a 3 bedroom residence at Hilton Surfers Paradise.

Best regards,

Chris Partridge
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 28 December 2013

I stayed there with my family for new year eve 2012 and it was incredible!! The service was great and we had an awesome view. Breakfast buffet was so nice and there was so much food to choose from!
BEST BEST

  • Stayed January 2013, travelled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank diana a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 30 December 2013
Dear diana a,

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

I was pleased to see that you enjoyed NYE 2012 at the hotel and hope we see you back in 2014.

Best regards,

Chris Partridge
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 28 December 2013

The accommodation is great but the hotel appears to be run on a bit of a shoestring. The major issue for us was the bad smell that grew steadily worse during our stay and we tracked back to the rubbish chute on the floor. When we reported it we were shunted to another room rather than the issue being fixed and ended up in a lower grade room for our trouble.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Ginny A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CPHSP, General Manager at Hilton Surfers Paradise Hotel, responded to this review, 30 December 2013
Dear Ginny A,

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

I am sorry for the inconvenience in relation to your room moves related to unpleasant odours experienced during your stay.

Best regards,

Chris Partridge
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 Hotel

Property: Hilton Surfers Paradise Hotel
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
#13 Luxury Hotel in Surfers Paradise
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Hilton Surfers Paradise Hotel 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 Hotel Gold Coast, Australia

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