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“Nice property shame about the lazy concierge”

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Hilton Surfers Paradise Hotel
Ranked #13 of 31 Hotels in Surfers Paradise
Reviewed 8 August 2014

When requesting the concierge to book a airport transfer, I was told that I need to book at least 24 hours ahead of my flight. The concierge then proceeded to justify why the 24 hours was necessary, which quite frankly was totally irrelevant and not necessary.

So I went to my room and searched for airport transfer companies on the internet and phoned the Gold Coast Tourist Shuttle and was able to book a transfer in 1 hour! Why did the concierge not make this effort?

Pity that the Hilton employs lazy concierge that fail to provide very basic service. If it was me I would have phoned the Hilton's preferred transfer company and tried, and if they said no I would have tried other companies - that would have been a better use of time than explaining why the 24 hour booking ahead was necessary. I am sure the concierge would get commission from other transport companies.

If the Hilton Surfers Paradise has an exclusive arrangement with a transport company then they should review their agreement, because in my case the Hilton failed to provide a basic service.

Hope the Hilton management wake up to this or maybe with the Commonwealth Games in 2018 they are getting complacent and don't care?

  • Stayed: August 2014, travelled on business
    • Location
    • Cleanliness
    • Service
2  Thank QualityHunter8
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 reviewResponded 14 August 2014

Dear QualityHunter8.

Thank you for your review, we appreciate your feedback.

I am sorry that you left us feeling that Concierge had not done their job to your satisfaction. The team are dedicated to ensuring they provide the best advice and are often recognised for this by our guests. Your feedback has been taken on board regarding alternative transfers to the airport.

Best regards,

Chris

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1,904 - 1,910 of 3,366 reviews

Reviewed 7 August 2014

Choosing the Hilton for a 3 night stay was a wise choice, right in the heart of Surfers near the beach and with the new tram service a 3 minute walk away.Staying in a executive room overlooking the beach with the added benefit of the use of the club lounge that offers fantastic views around the coast and up to the mountains as well as drinks and snacks at night
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Room was clean and comfortable ,staff happy to help the only downside was as the hotel is in the heart of the entertainment area there was some residual music noise floating upwards to our room late at night from the clubs but that can only be expected.

We parked at the hotel and found the entrance to the car park and driveway larger than the norm making for easy access,The hotel has painted a line on the driveway which by following brings one fast and easily to the car space--simple but a smart idea.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank John S
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 reviewResponded 11 August 2014

Dear Rumpole1,

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

I was pleased to see that you enjoyed your stay and look forward to seeing you back soon.

Best regrads,

Chris

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Reviewed 6 August 2014

Hilton Surfers Paradise is a genuinely beautiful hotel. Friendly staff, clean large rooms, central to the heart of Surfers Paradise and one block back from the beach.

The hotel has a built in day spa, swimming pool and cabana, with an outside bar. Inside there is a bar on level 1 opening from about 5pm, and apparently there is a cinema down below (I didn't attend the cinema)

The main entrance is on a busy one way street with a few bars around, and unless you get a room on a higher level, you may hear the din of the noise below of an evening if you get a room facing the beach. I stayed in the King Relaxation Room on level 11 and I could faintly hear the noise. Not enough that I could not sleep though.

The King Relaxation Room. It is a large room with floor to ceiling windows and a large bathroom. Absolutely loved the room.

The staff at reception were friendly and helpful when checking in and checking out. They were personable so it felt genuine.

The hotel has a beautiful restaurant called Salt which was delicious and well worth the money. The staff at the restaurant genuinely could not had been more helpful.

From Gold Coast airport it is about 30 minutes or about $70 by taxi each way. Lots of traffic lights on the way, so be patient.

Things to know:
- It is close to the tram station. Convenient to getting to Pacific Fair (shopping centre). The tram is very expensive for what you get.
- Try and get a room with a beach view. There is a hotel almost directly in front of the Hilton. There are still plenty or rooms with uninterrupted views of the beach. Look at the room pictures on the website.
- Room tip: stay on level 11 or above. Not sure what the noise would be like on a lower level.
- Executive Level Access offers sweeping views of the beach and the shops. Lots of options for a continental breakfast and complimentary drinks and nibblies after 6 too which is lovely.
- Taxi service is organised by the hotel directly outside the hotel which is convenient.

I will be staying here again.

Room Tip: Aim for level 11 or above. Use the website for pictures of the view you will get.
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  • Stayed: August 2014, travelled with friends
    • Location
    • Cleanliness
    • Service
1  Thank Nate H
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 reviewResponded 11 August 2014

Dear Nate H,

Thank you for your great review, we certainly appreciate your feedback and thoughts on the hotel. We were pleased to see that you enjoyed your stay and look forward to welcoming you back on future travels.

Best regards,

Chris

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Reviewed 6 August 2014

We chose the Hilton - because we needed a bit of a getaway. Beautiful new building, Oversized room and an Ocean view - what more could we ask for!. As it was a special occasion - they really looked after us with a bottle of Champagne waiting in our room and a nice fruit plate. The Executive floor is great for afternoon tea, Sundown drinks and breakfast the next day.

Room Tip: As for a high floor - ocean view if possible
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  • Stayed: August 2014, travelled as a couple
    • Value
    • Location
    • Service
1  Thank Todd M
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 reviewResponded 11 August 2014

Dear ToddM,

Thank you for your review, I appreciate your feedback and was very pleased to see that we helped you celebrate with a special touch from the team.

Best regards,

Chris

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Reviewed 5 August 2014

Excellent hotel . Service and staff fantastic. The staff were caring friendly considerate and our three day stay was one of the best we have experinced at a top end hotel. The location was in the heart of the surfers paradise night club precinct but noise was not an issue on the 12th floor. We really enjoyed our stay and will rebook again.

  • Stayed: July 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank Jane W
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 reviewResponded 11 August 2014

Dear Jane W,

Thank you for your review, I appreciate your feedback and was pleased to see that your stay met expectations on this occasion.

Thank you and best regards,

Chris

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Reviewed 5 August 2014

Everything about this hotel is very good except for the unfortunate din of doof doof music permeating up from the night clubs in Orchard Avenue below. We were in a suite on the 18 th floor and could hear the music into the not so small hours of the next day. The windows are double glazed so the hotel appears to have done all it can to alleviate the noise issue however in my view the problem still exists.

  • Stayed: August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank Timothy D
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 reviewResponded 11 August 2014

Dear Timothy D,

Thank you for your review, I appreciate your feedback and was pleased to see that in general your stay met expectations. I am sorry that you experienced some noise from the surrounding area during your stay.

Best regards,

Chris Partridge

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Reviewed 5 August 2014

Stayed at the Hilton for one nights in room King Relaxation Room with executive club benefits. First I rang up the day before to see what time we could check in as we payed for early check in the reception couldn't help me with what time to check in the hotel. Couldn't sleep during the night due to the pillow were to soft as well as the night club noise was to loud! The air-conditioner didn't work! I had to ring reception for blankets! Check in and checking out took ages. It was over priced for a poor stay. Over all the only good thing at the Hilton was the restaurant SALT GRILL that had amazing food and great service. I don't recommend the hotel.

  • Stayed: August 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank ChezP85
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ben S, Manager at Hilton Surfers Paradise Hotel, responded to this reviewResponded 28 January 2015

Dear ChezP85,

Thank you for your review.

It is disappointing to note we have been unable to meet your expectations. The team are empowered to assist with anything our guests would like to ensure their comfort. We have a pillow menu available as well as several other amenities which we would be pleased to offer upon request. I regret the discomfort caused through the air conditioning unit not functioning as you wished.

I understand that whilst our location serves as a significant benefit due to its proximity to the famous Cavill Avenue and Surfers Paradise beach, there are occasions when noise from the surrounding entertainment venues can reach some rooms. Where possible, we are willing to assist with alternative rooms and I would be more than happy to ensure this upon a return stay for yourself.

Thank you again for your posting and I truly hope we can again welcome you to Hilton Surfers Paradise.

Kind Regards,

Ben Schumacher
Operations Manager

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Additional Information about 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 On the Beach Hotel in Surfers Paradise
#6 Business Hotel in Surfers Paradise
#7 Romantic Hotel in Surfers Paradise
#7 Spa Hotel in Surfers Paradise
#13 Luxury Hotel in Surfers Paradise
Price Range: £114 - £393 (Based on Average Rates for a Standard Room)
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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