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“It didn't rock my world”

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Hilton Surfers Paradise Hotel
Ranked #12 of 32 Hotels in Surfers Paradise
Melbourne, Australia
Level Contributor
22 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“It didn't rock my world”
Reviewed 14 August 2014

Stayed in at the Hilton Surfers Paradise for two nights in August 2014 at a rate of $259/night booked through Hilton.com. The booking was for a standard king guest room but I was kindly upgraded to a "relaxation suite" with executive lounge access.

So this was all very good and I really wanted to like this hotel but was quite ambivalent about it.
From the outside, the two towers are tall and shiny and located in the thick of Surfers Paradise, a block back from the beach. Surfers Paradise at street level is fairly down at heel these days but I wasn't there fore the street ambiance. There was some noise at night but can't blame the hotel for that.

The foyer is dark and long and really not very inviting. There was a long wait to check in and I was about to call the Marriott when finally some extra staff came on to deal with the queue. The lovely check in lady redeemed her hotel by upgrading me to a suite and executive lounge. I love my HH gold status.

Bed was feather soft, bathroom was vast, and the ocean view was fine. But it all just lacked personality and felt under furnished (see photos). The upgrade was great but there were too many empty spaces in the suite. I was open to a lifestyles of the rich and famous moment, but no. I felt the same way about the executive lounge. Nice space and who doesn't enjoy a comped wine, but it had no ambiance - it felt like a convention centre foyer.

And that's the problem. The hotel is clean and everything works, it just has no personality.
Plenty of people on tripadvisor really like this hotel. It's not that I didn't like it, it's just that it didn't met the (admittedly high) expectations I had.

Room Tip: Ask for an ocean view and a high floor to help escape the street noise at night
See more room tips
  • Stayed August 2014, travelled on business
    • Sleep Quality
    • Rooms
    • Service
Helpful?
2 Thank fourteensquare
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, 14 August 2014
Dear fourteensquare,

Thank you for your review and insights following your stay at Hilton Surfers Paradise. I was pleased to see that we recognised your HHonors status by providing the upgrade following a wait to check in and that in general your stay appears to have met expectations. We value your remarks regarding design and ambience and recognise that everyone has different tastes and expectations and are sorry that you left with mixed feelings.

Best regards,

Chris
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (690)
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Currumbin
Level Contributor
20 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 13 August 2014

Awesome location, and friendliest staff ever. Great food. My husband and I live locally but had a 3 night stay here for my birthday. It's location is perfect, right in the middle of everything. The rooms are nice and clean and modern. The dining room food is excellent. It has a great bar that is very comfortable. All the staff are so friendly and quickly cater to every request. Highly recommended.

  • Stayed August 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank loveeatingout28
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, 14 August 2014
Dear loveeatingout28,

Thank you for your review. We were very pleased to see that you had a great time at the hotel and that the team provided the service we strive to achieve. We hope you enjoyed your birthday treat.

Best regards,

Chris
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brisbane, Australia
Level Contributor
102 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 12 August 2014

Not enough staff to cope with the number of guests. Lifts breaking down makes congestion bad. Was billed twice for the room with no apology when the error was pointed out. However, excellent room, dining experience, and breakfast.

  • Stayed August 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
1 Thank Quazoosle
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, 14 August 2014
Dear Quazoosie,

Thank you for your review, I appreciate your feedback.

I am sorry that your arrival and departure was not fully up to the standard expected and I do apologise that you bill was not correct and not recognised by the team member checking you out. It was unfortunate that two lifts did breakdown at the same time during your stay and the resultant wait for other lifts. Our lift service provider was called to rectify the issue and resolved this in as timely a manner as was possible.

Best regards,

Chris
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kincumber, Australia
1 review
Reviewed 11 August 2014

Over priced and understaffed with a cold unwelcoming ambience.Lengthy delay at check in and badly designed foyer that for a Hilton should feel better than a bus terminal. Other collegues staying there shared my view on this.

  • Stayed August 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Andrew R
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, 14 August 2014
Dear Andrew R,

Thank you for your review, I appreciate your feedback.

I note your feedback regarding the design of the hotel lobby, the property was developed with a vision to create a contemporary and more urban feel somewhat different to the the more coomnplace resort ambience. Recognising that everyone has different tastes I am sorry that the ambience created did not suit your expectations. I do apologise that you experienced some delays on arrival, this is something that we can resolve and continually monitor to achieve as speedy a process as possible.

Best regards,

Chris
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 10 August 2014 via mobile

We was stay in Hilton at 17/7 when we check in in the room we found hair in pillow and the bed something also the room a lot a dust after we complain the receptionist move us to room 21012. How Hilton as 5 star hotel didn't take care their services and qualities for customer

Stayed July 2014, travelled as a couple
Helpful?
5 Thank Antony C
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, 14 August 2014
Dear Antony C,

Thank you for your review, I appreciate your feedback as it lets me know where we do well and where we can improve. I was sorry to see that not all was in order with your first room but I do note that we moved you to a new room as a resolution to the issues encountered.

Best regards,

Chris
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
kuala lumpur, Malaysia
1 review
Reviewed 10 August 2014

Everything was great with the hotel, from service and cleanliness. Location was fantastic, with lots of shops and amenities nearby - all at the door step and within walking distance. Only minutes of walk to the Surfer Paradise beach. Will definitely come back in future.

  • Stayed August 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Hui Shian T
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, 14 August 2014
Dear Hui Shian T,

Thank you for your review, I appreciate your feedback and was very pleased to see that you enjoyed your stay at the hotel and in Surfers Paradise. We look forward to welcoming you back in the future.

Best regards,

Chris
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Surfers Paradise, Australia
1 review
Reviewed 10 August 2014

For a tariff of around $350 for one night for a one bedroom apartment I would have expected wifi to be naturally included in the price. No breakfast either, yet the quality of the apartment is of the highest standard. Brilliant service from the very beginning (telephone) and at the front desk- an absolute pleasure to deal with. The two ladies in Hilton Apartments were also both extremely helpful, with Maxine going out of her way in an extremely busy day to show us apartments we wish to lease for 6 months. A HUGE thank you to everyone concerned.

  • Stayed August 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank Roy E
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, 14 August 2014
Dear Roy E,

Thank you for your review, we appreciate your feedback.

It was great to see that you enjoyed your stay in a residence and that you experienced the service the team strive to deliver on a daily basis. Although Hilton are not responsible for the long term leasing of apartments in the complex, I have shared your feedback with the onsite managers.

We look forward to seeing you at the property in the future.

Best regards,

Chris
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 On the Beach Hotel in Surfers Paradise
#6 Business Hotel in Surfers Paradise
#7 Spa Hotel in Surfers Paradise
#7 Romantic Hotel in Surfers Paradise
#12 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 
Reservation Options:
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Also Known As:
Hilton Surfers Paradise Hotel And Residences
Hilton Surfers Paradise Hotel Gold Coast, Australia

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