Hilton Surfers Paradise Hotel & Residences

“Fantastic helpful and friendly staff”

After an accident, where I broke my hip and ended up in hospital, the same day I was suppose to check-in to the hotel, I had booked a stay after my discharge from the hospital, until I would travel home. I phoned the hotel and informed them I will be using crutches and would need some help with m... more

After an accident, where I broke my hip and ended up in hospital, the same day I was suppose to check-in to the hotel, I had booked a stay after my discharge from the hospital, until I would travel home. I phoned the hotel and informed them I will be using crutches and would need some help with my luggage, when I arrive. I was told this was absolutely not a problem. Reception staff was standing outside the main door with a wheelchair, waiting for me and I had all the help I needed. I was taken to my room with the wheelchair and they made sure I was comfortable. Later at dinner and breakfast in the restaurant, the staff was very helpful as well. Icy was particular helpful and always with a big smile. Thank you very much. I use Hilton hotels a lot around the world, but it was fantastic to see how far they went at Hilton, Surfers Paradise to help me and make sure I was comfortable, after my accident. Thank you so much.

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“Exceptional Stay - Best of the best Service!”

We really wanted to take the time to share our gratitude for making our recent 6 night stay at your hotel so memorable and to acknowledge the extra efforts made to ensure an exceptional stay, with impeccable service. Our room had recently been refurbished, with new carpet ( since our last stay... more

We really wanted to take the time to share our gratitude for making our recent 6 night stay at your hotel so memorable and to acknowledge the extra efforts made to ensure an exceptional stay, with impeccable service. Our room had recently been refurbished, with new carpet ( since our last stay in December), the ocean views and balcony were stunning. Each time we come new upgrades are being made to improve the property. We've been coming for over six years and stayed in most room types. The apartments are our favourites as we like the extra space. We pay the extra for a higher floor and ocean view. From check in to check out ( at 5am, got a real person with a smile and so helpful) this was our best ever stay. Breakfast Buffet is one of the best, lots of variety, fresh fruit, cooked items and great service. Something for everyone including gluten free. We are diamond members and this hotel takes it to a whole new level to acknowledge your loyalty and membership benefits. Due to being Diamond we had executive club access. The executive club and its staff are the best we've experienced in Australian Hiltons. The variety of food and drinks in the evenings. Each night had a special cocktail which was served. The layout of the lounge having both an inside lounge and large outside area to enjoy the evening. The staff go that extra mile and remembered us from our stay last year. Also as a diamond member it was really nice to receive a welcome note, chocolate bar and some sodas to welcome us to our room. Yes the hotel can get busy, waiting for lifts can take time and on some weekend nights on lower floors it may be noisey. We appreciate the views the high floors give so don't mind a wait and also avoid peak times. Any hotel in this central location will get noise. We also appreciate being able to park our car at the hotel in a secure carpark. Please note depending on how you've booked parking charges can apply. What really stands this hotel out from the rest is the staff. It's so nice to see the familiar faces that have worked at this property since we've been coming over the years (Cathy in breakfast) and how positively the staff talk about working at the Hilton Surfers and all really do go out of there way to ensure you have the best stay. Can't wait to come back!

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“Good Stay Overall - but expected a little better from a Hilton property”

We stayed in a two bed residence for 4 nights for a family holiday and had a mixed experience. Unfortunately the negative parts are due to the original design and location of the hotel rather than staff or management fault. Service: Staff were great, responsive and proactively attempted to solve... more

We stayed in a two bed residence for 4 nights for a family holiday and had a mixed experience. Unfortunately the negative parts are due to the original design and location of the hotel rather than staff or management fault. Service: Staff were great, responsive and proactively attempted to solve issues (see below). They were all friendly and attended to any need when asked. (e.g. had to borrow scissors from concierge to trim a band-aid for my daughter after a minor injury, and he was very considerate and offered if we needed any other first aid help) Breakfast: this was better than expected. Great variety and quality of food (omelets from egg station was great), small touches like bringing your ordered eggs to your table instead of having to wait is appreciated. (BTW the chef who cooked omelet was great, fantastic omelet). Location: this has pros and cons. It is right next to all the action on surfers paradise so only a short walk to great restaurants, beach, fun family activities etc. So you could spend days here just exploring and enjoying activities in immediate area. However the main entrance to the hotel on orchard avenue is in the middle of many bars & nightclubs which can get quite busy and rowdy on a Friday and Saturday night – so not ideal for family with young kids. There is a side entrance opening to the plaza area, however it is locked from 8pm onwards. Suggestion to management – allow access from this plaza 24/7 for those that have a keycard so dont have to walk down the busy orchard av. The location also means that the noise from street, clubs and bars can be heard in your room (not that big of a deal on a weekday) however if you’re a light sleeper, may have a problem. Room: We stayed in an ocean view 2 bed residence. The view was fantastic! And the kitchen was well appointed. However we found the room décor, fittings and furniture a bit dated. Also didn’t feel the cleanliness wasn’t up to typical ‘hilton standards’. There was dirt smudges on some light switches, stains on carpet, a lot of dust in the dryer (which would have gone on our clothes if we didn’t wipe it first) and general stale smell (like the room hadn’t been aired out in a while – but was ok after we opened the widows and balcony doors for a while - probably because we stayed in off-peak season so no one was in that room for a while). Another issue was that there was an exposed garbage chute in the corridor right outside the door which constantly had a bad smell (I think because the chute is too small for garbage bags so people had to just pour the garbage directly town the chute). So it was very unpleasant every time we opened our room door or walked in and out. We reported this to reception, and they did try and get housekeeping to clean the area & also offered to move our room (however the room was in same location, just on a different floor) so we opted to stay. After housekeeping cleaned it, it was better, but smell came back a bit the next day. Suggestion to management – more regular cleaning and de-odorizing of garbage chute area So overall – Great Service, Great View, Great Breakfast however slightly dated rooms for a Hilton. If we had the expectation of a 4 star serviced apartment – it would have been fine.

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