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Hilton Surfers Paradise Hotel & Residences: Guest Reviews

5.0 of 5
6 Orchid Avenue, Surfers Paradise, Queensland 4217, Australia
Hotel amenities
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Hilton Surfers Paradise Hotel & Residences
4.0 of 5 stars 265 Reviews
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265 reviews from our community

Traveller rating
    147
    62
    34
    15
    7
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Families
65
 
Couples
101
 
Solo
11
 
Business
28
 
What travellers say
  • Bedroom apartment(28)
  • Ocean views(28)
  • Indoor pool(9)
  • Staff are great(4)
Date Rating
Sydney, Australia
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
“We were happy”
4 of 5 stars Reviewed 20 February 2012

We are locals and were celebrating our wedding anniversary. We had no idea what we wanted to do and so booked the day before online. The rate we got for two nights seemed reasonable for this calibre hotel (though certainly not cheap). The reason I think it was reasonable is because we were allowed to check in on the Friday anytime from 10am and check out on the Sunday as late as 6pm - no extra charge. This of course allowed us virtually an extra full day that we did take advantage of. No rushing to get out on the day of departure and not lulling around trying to find something to do till 2pm on arrival day. The hotel room was nothing spectacular compared to other hotel rooms but it was practically brand new so everything was in excellent condition, very clean. We had an oceanview room and though that's what we got, the view is somewhat obstructed by the other high rise buildings nearby - but we definitely could see the ocean. I see where other reviewers have said you cannot physically pull into the hotel...they must not have seen the big blue P right beside the hotel. You pull directly in here to the hotel parking area and go straight to the hotel reception - no problems at all. We did not eat in the hotel as we have eaten at another 'Salt' before - and it was excellent - but instead we chose to try some of the hundreds of local restaurants in walking distance. The hotel staff were really friendly and helpful and even sent up a bottle of champers for us for our anniversary. Just a nice little touch. The assistant manager aided us when we were checking out and once again was lovely and friendly. Offered us her card for next time so we could contact her directly. If I were to have a criticism it is the noise the hotel doors made. Where we were located was in an area that you could have adjoining rooms if you wanted to and so we had a 'foyer' door, then our door and our neighbour's door right beside us. The doors had to be pulled very firmly to be closed and they are so very noisy that they actually wake you up. Our neighbour must have had a heck of a lot to do cos we heard their door and the foyer door open and close about 8 times (bang bang bang bang) on the first morning. That was really annoying and we know they were unable to do anything about the sound problem cos that's what was required to get the door shut. I did think that was quite a big flaw in such a high class hotel. The decor of the hotel was particularly my cup of tea.. was a little too dark in my opinion and wasn't a fan of the flooring that was designed to look like outside concrete with bits of rubbish stuck on it. I guess good for camouflaging actual rubbish that IS on the floor but didn't do it for me.. reminded me of the flooring of post offices from about 30 years ago. Pool area was lovely and had loads of areas to lounge about. There were four pools that I saw and a bar area if you wanted refreshment. We took advantage of this on the Sunday and spent an hour or so relaxing there on a day bed. All in all we were very happy with our stay. We will definitely stay here again if we want a quick break from home but next time might try the residences.. though there was nothing wrong with our room, think the residences will be more spacious. Surfers Paradise itself seems to have really cleaned up it's act. We had a great time wandering around both day and night and didn't see any trouble anywhere.

Room Tip: Don't stay in the adjoining room area.. the door noise is really terrible and in that area you h...
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  • Stayed February 2012, travelled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
See 2 more reviews by Graysyn for Surfers Paradise
Ask Graysyn about Hilton Surfers Paradise Hotel & Residences
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David Kelly, General Manager at Hilton Surfers Paradise Hotel & Residences, responded to this review
21 February 2012
Dear Graysyn,

Thank you very much for your generous feedback on your recent stay at Hilton Surfers Paradise.

The Lazy Weekend Package is a great way to enjoy a weekend away and I am delighted to hear that you made good use of the early check in and late check out. It certainly makes for a relaxing weekend away. It is great to hear that you really enjoyed your anniversary celebrations and that you found the surrounding restaurants a pleasant experience.

We have tried to capture the great views and aspects from each of the hotel rooms and embrace the location as much as possible.

I will pass on your feedback regarding our team and Thank you for recognising them. We always encourage all our team members to let their great personalities shine through and really engage with all our guests.

It is great to hear that overall you had a really enjoyable stay and I thank you again for providing such detailed and generous feedback.

Kind Regards,

David Kelly
General Manager
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Brisbane, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
“Poor from start to finish”
2 of 5 stars Reviewed 19 February 2012
1
person found this review helpful

From the so called bell boy service which is entirely non existent (we arrived from Brisbane had to park our car) and were going to be charged for the privilege .The check in queue was a mess.We paid 5 star prices -this is not a 5 star hotel.Breakfast was poor couldn't get tea and coffee right.Decent managers required,staff inexperienced and otherwise occupied.Attitude of aloofness associated with inattention to detail and overall sloppiness.The outside Gold Coast strip adds to the overall tackiness.Congratulations to the cleaning supervisor as you are performing well.Cold,careless attitude be careful as there is a lot more competition.I object to wasting my precious time off,Dr M.

  • Stayed February 2012, travelled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Ask Margaret C about Hilton Surfers Paradise Hotel & Residences
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David Kelly, General Manager at Hilton Surfers Paradise Hotel & Residences, responded to this review
21 February 2012
Dear Margaret C,

Thank you for providing feedback on you recent stay and experience at Hilton Surfers Paradise.

I am disappointed to hear that your time off and holiday was not the experience you expected and did not meet your expectations.

All feedback I receive from guests enables me to address any issues highlighted be it in the guest Journey through to check in or the experience they have at breakfast, and I extend my sincere apologies that on this occasion the service you received was not to your liking.

As we are located on Orchid Avenue it may not be to all guests liking although we do receive many compliments on the location of the property and we have certainly tried to cater for all travellers.

I would appreciate the opportunity to speak with you further about your particular experience, if I could kindly ask that you contact my office directly.

Thank you again for your feedback.

Kind Regards,

David Kelly
General Manager
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Brisbane, Australia
1 review
“Disappointed with very poor service”
3 of 5 stars Reviewed 18 February 2012

Arrived in hotel,no concierge service as street was full and you cannot physically pull into hotel,my description of hotel is bland and beige.We paid 5 star rates$340 for the night breakfast included.Breakfast service poor.Think Paris Hilton and you will make the connection.We definitely won't return

  • Stayed February 2012, travelled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Ask luisprado1 about Hilton Surfers Paradise Hotel & Residences
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David Kelly, General Manager at Hilton Surfers Paradise Hotel & Residences, responded to this review
21 February 2012
Dear luisprado1,

Thank you for taking the time to leave feedback on your recent stay at Hilton Surfers Paradise.

I really appreciate all feedback received, and I apologise that on this occasion your stay with us did not meet your expectations.

I would be grateful if you could contact me directly to discuss your stay and feedback in further detail.

Again I extend my apologies that the service you received on this instance did not meet your expectations and please be assured that I will follow up with our Concierge team members.

Kind Regards,

David Kelly
General Manager
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Queesnland Australia
Senior Reviewer
8 reviews 8 reviews
Reviews in 6 cities Reviews in 6 cities
12 helpful votes 12 helpful votes
“Wine Bar - Street Level”
5 of 5 stars Reviewed 12 February 2012
1
person found this review helpful

We are locals didn't stay at the Hilton we were just in the Hotel looking around wanted to check out the Salt Grill looked absolutely gorgeous definitely have to go for dinner as were leaving we noticed a small wine bar looking out Orchid Ave so we decied to stop and have a drink or two..what a great little bar beers were very cheap and so was my glass of wine ....there was a wine and cheese tasting so we could check out the the little deltectables
that were being served the cold meats and cheese were delish...unfortunately we had a prior engagement and had to leave but will be back....we would love to say Thank You to Anita she was just so helpful and very friendly

Room Tip: If staying at the hotel check out the wine bar
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  • Stayed February 2012, travelled as a couple
    • 5 of 5 stars Service
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See 2 more reviews by LisaandDarren for Surfers Paradise
Ask LisaandDarren about Hilton Surfers Paradise Hotel & Residences
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David Kelly, General Manager at Hilton Surfers Paradise Hotel & Residences, responded to this review
21 February 2012
Dear LisaandDarren,

Thank you for taking the time to provide feedback on your recent visit to Hilton Surfers Paradise.

It is great to get feedback from locals and their thoughts on The Food Store and the events that we are currently trialling of an evening. Wine and Cheese tasting is a regular on a Friday evening and with the produce and selection of wines available It is an exciting offering. We are very open to any suggestions you may have and I would be grateful for any future feedback you can provide should you visit the Hilton Surfers Paradise in the future.

Please be assured that your feedback on our team members will be passed on and I Thank you again for your feedback.

You are Welcome anytime.

Kind Regards,

David Kelly
General Manager
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australia
Senior Reviewer
7 reviews 7 reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
“6pm checkout made this a winner”
5 of 5 stars Reviewed 12 February 2012

Centrally located to the beaches and Cavill Mall, we scored an online deal that gave us a very late checkout. Rooms were of a high standard. Room service rocked. Views room the room weren't great as we faced west but that was a minor issue to what was an overall really enjoyable stay. I shall return.

  • Stayed February 2012, travelled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
Ask finnigan70 about Hilton Surfers Paradise Hotel & Residences
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David Kelly, General Manager at Hilton Surfers Paradise Hotel & Residences, responded to this review
21 February 2012
Dear finnigan70,

Thank you for taking the time to leave feedback on your recent stay at Hilton Surfers Paradise.

The location of the hotel is certainly a big attraction and I am pleased to hear that you also found it a positive of your stay.

The hinterland view is very pleasant and I apologise that on this occasion you did not find it quite to your liking. I hope that should you visit us again we can accommodate you with an Ocean view room where the view is equally as spectacular.

We look forward to Welcoming you back.

Kind Regards,

David Kelly
General Manager
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Additional Information about Hilton Surfers Paradise Hotel & Residences

6 Orchid Avenue, Surfers Paradise, Queensland 4217, Australia
Price range (per night):* S$221 - 541

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