Hilton Queenstown Resort & Spa

Great location, great stay, great trip overall. Will stay at the Hilton again.

I rarely leave negative reviews, but our recent stay at Hilton Queenstown Resort & Spa was so disappointing that I feel compelled to share our experience. We booked a 2-Bedroom Deluxe Lake View Room for 2 nights for 2 adults and 1 child, with breakfast included. Given the premium price and Hilton’s reputation as a 5-star hotel brand, we expected a comfortable and seamless experience. Unfortunately, our stay was plagued by multiple issues from the moment we checked in. On our first night, we discovered that the balcony door leading directly to the lake could not be locked. Considering the security implications, especially when travelling with a child, this was extremely concerning. We called the front desk and, to their credit, they promptly sent someone to assist. However, the solution was not a repair but rather showing us a specific technique to force the lock into place because the locking mechanism was apparently faulty or stuck. Unfortunately, that was only the beginning. Throughout the night, there was a constant low-frequency humming noise in the room. During the day it was less noticeable, but at night, when everything was quiet, it became impossible to ignore. The noise was persistent enough to significantly disrupt our sleep. We eventually contacted the front desk and were offered a room change in the middle of the night, which we accepted. While we appreciated the effort, no guest should have to pack up and relocate rooms at such an hour simply to get a decent night’s sleep. The next morning brought an even more frustrating experience. Our reservation clearly included breakfast, yet when we arrived at Wakatipu Grill, we were told by the staff that our room did not have breakfast included. We were handed the breakfast menu and were effectively encouraged to purchase breakfast at our own expense. Feeling confused, we left the restaurant and checked our booking confirmation ourselves. After confirming that breakfast was indeed included, we returned to the restaurant to clarify the situation. At that point, the staff member showed us her system, which indicated that our room only had ONE breakfast entitlement. This raised several questions: 1. If the system showed that at least one breakfast was included, why were we initially told that we had no breakfast at all and encouraged to purchase breakfast instead? 2. Why were we asked to physically go to the front desk ourselves to resolve the issue when the restaurant could have simply called the front desk to verify the booking details? 3. Why was the response essentially, “It’s not my fault, I’m just following what the system says”? As guests, we do not differentiate between the front desk, restaurant staff, reservations team, or any other department. We are staying at Hilton. Internal communication issues are not the guest’s responsibility. More importantly, does it even make sense that a booking for a 2-Bedroom Deluxe Lake View Room reserved for 2 adults and 1 child would only have breakfast for one person? This should have immediately prompted further verification rather than an argument with guests who had already confirmed their booking details. What disappointed us most was not just the mistake itself, but the complete lack of ownership. Instead of proactively helping to resolve the issue, responsibility was shifted between departments while we were left to sort it out ourselves. Between the faulty balcony door, the sleepless night caused by the humming noise, the midnight room change, and the breakfast fiasco the following morning, this was far from the experience one would expect from a Hilton property, especially at the rates charged. I hope this review reaches the General Manager because these are not isolated inconveniences. They point to larger issues involving room maintenance, quality control, interdepartmental communication, and customer service culture. We chose Hilton expecting a premium hospitality experience. Unfortunately, this stay fell

Friendly staff, great rooms and the breakfast is a must

Arrived to hotel waited at the centre there was a decent amount of stafff on then one finally approached us i thought she was going to serve us but she sent us to another staff ... The one who checked us in was nice but the lack of check info shared wasn't enough ... I had to take my own photo of the resort map to find where different facilities is ... Asked about parking they only offered about free side street parking and $20 per day parking ... Did we not look wealthy enough to be informed about valet parking ? Because i know you have it as i inquired with the hotel prior to arriving .. Pool Level was disgusting so many dirty towels left EVERYWHERE including the bathroom ... People just lounging around the pool area as if its their home without being mindful of people with families around also u need to wipe away the water from the ground every so often as water builds up and is slippery and the hour we went down there wer many kids around that could have slipped or fell Room view , I booked the deluxe lake view and what i got was the back of a building and a SLIGHT look of the lake . I expected a full on lake view not a view where i have to look up to see lake🤦‍♂️ . Bedding was nice and soft comfortable but honestly if we book a kind bedding then i expect king blanket not 2x single duvet blanket put together and a sheet on top to make it " king " like that was disappointing !! the stay its self was nice peaceful and away from busy roads and busy town but just some of the minor things that spoilt it and i expected more for a hotel that gets talked about lot in queenstown