Elite treatment at Hilton Surfers Paradise

[anat0l]

I have never rated this property very favourably since opening.
It is a terrible locality, the service is patchy at best, the lobby is a cave & rooms look cheap & tacky.
Evident further dilution of elite benefits makes me scorn this Hilton even more. :evil:

Can't really blame the locality on the property itself, but I am really disappointed as this property could have been so much better in terms of its identity as a hotel in a fairly accommodation heavy district. Instead, it seems to just be a small cut above the rest, if even that. A bit like everyone is wearing board shorts and Hawaiian shirts, and the Hilton has a tie on.

I don't mind the reception to be honest. The rooms definitely could have sported better decor; even if they wanted to capture the "spirit" of the Gold Coast (i.e. more laid back than your standard city), there is still a much better effort that could have been invested in that regard.

The thing about distinguishing between the hotel property and the residences for the purposes of exacting benefits just sends the mind around the bend. I think Princess Fiona has something there about false representation, but how would you even start about composing that complaint (i.e. in a way that consumer affairs will understand and be willing to investigate)...

I would at least hope by now that the staff - especially the front line - have at least gained experience and improved in their approach and manner. I realise that I was there not long after the property had opened, but at that time they were still very visibly greenhorn, which wouldn't be so bad if they could handle their inadequacies a bit better and with some confidence. I assume they had been at least trained...

Except for one (or two) noted members who post frequently in this thread, I wonder how Gold Coast residents perceive the Hilton Surfers Paradise (i.e. is it a premium hotel, or is it just another property, does it exude luxury, would they recommend it to visiting business people / VIPs / honeymooners....)

 

[Foreigner]

It's obvious colloquial language has sneaked into the written, formal form.

 

[Deewhy]

I emailed to enquire about diamond benefits for a future stay in the residences - due to reports in this thread.

Reply confirmed Diamond benefits as upgrade, 1,000 points and internet. Specifically stated no executive lounge or breakfast when I asked for clarification.

Needless to say, I cancelled. Not worth it. Stay elsewhere for less and pay for brekkie and drinks.

Did you email the hotel or corporate HH?
Recently stayed in a residence for a week being diamond. Got lounge access and breakfast for 2A and 2 kids by asking at checkin. Not a problem sir, I will make sure there are no extra charges on your folio. And espresso is free for gold and diamond at Salt!

 

[Deleted member 29185]

I wonder how Gold Coast residents perceive the Hilton Surfers Paradise (i.e. is it a premium hotel, or is it just another property, does it exude luxury, would they recommend it to visiting business people / VIPs / honeymooners....)

I won't pre-guess if I'm one of the "noted" locals , but to answer your query, no I would not recommend this property to anyone. At times, we've experienced this Hilton exuding squalor rather than luxury (like garbage and soiled linen left for more than a day in the floor foyers right outside the elevators and prams and rubbish blocking fire escapes) and despite recent improvements in the lounge offerings, the hotel itself still has many issues which would cost far more than Hilton (or the owners) would be willing to spend.

As for the residences internet site alluding to the exec lounge, I do not think this would automatically mean false advertising. I'm sure if a residence guest wanted to pay for lounge access, they would accommodate them (space permitting). I think the big issue is that a diamond benefit does include lounge access at properties that have a lounge. This includes the HSP residences and I believe this latest slap in the face is either a mistake by numerous Hilton employees (can happen, look at VA as an example), or it's the latest instalment in the series of HH devaluations. FTR, my experience has been we have always been permitted lounge access and breakfast in Salt for everyone in our party (occasionally up to 6 people) regardless of whether we booked into the residences or the hotel, but the reality is, we have only stayed in the hotel for probably at least the last year, so not really relevant to this latest discussion.

 

[serfty]

Such exceptions are explicitly mentioned as not having to provide those benefits on the hhonors website.

HHonors Terms & Conditions

At Waldorf Astoria® Hotels & Resorts, Conrad® Hotels & Resorts, Hilton Hotels & Resorts, and DoubleTree by Hilton™ properties, Diamond HHonors guests will receive upgrades to preferred rooms, based on availability at the time of check-in (excludes Napua Tower at Grand Wailea and Imperial Floor at Rome Cavalieri). Upgrades for Diamond HHonors guests may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities, rooms on Executive Floors, or suites, as identified by each property. Upgrades exclude executive suites, villas and specialty accommodations (which may include, but not limited to, "Vista" and "Villa" accommodation types), subject to the discretion of the hotel. Group reservations and certain rates are not eligible for suite accommodations and may not be eligible for complimentary upgrades. All upgrades are granted on a space-available basis for the entire stay, as determined at the time of check-in. Preferred rooms are identified by each individual property and may vary within each brand. Upgrades will be given only for one room for the member, regardless of additional rooms the member may have purchased at or after the time of booking. The following brands do not offer complimentary upgrades: Embassy Suites™, Hilton Garden Inn®, Hampton Inn & Suites®, Homewood Suites by Hilton®, Home2 Suites by Hilton®, and Hilton Grand Vacations®.

Loyalty Rewards from Hilton HHonors

Executive Floor Lounge Access Policy: The following policy applies at all Conrad® Hotels & Resorts, Hilton Hotels & Resorts, and DoubleTree by Hilton™ hotels with Executive Floor Lounges. Executive Floor Lounges are available only at select properties.

• ...
• If you are an HHonors guest with Diamond status, you and up to one additional registered guest in the same room will always enjoy complimentary access to the Executive Floor Lounge, even if you do not receive a room upgrade to the Executive Floor.

 

[Princess Fiona]

HHonors Terms & Conditions

Loyalty Rewards from Hilton HHonors

Ok so HSP appear to be in breach of those conditions by denying Diamond guests at the Residences access to the Exec Lounge.

 

[markis10]

I think the big issue is that a diamond benefit does include lounge access at properties that have a lounge. This includes the HSP residences and I believe this latest slap in the face is either a mistake by numerous Hilton employees (can happen, look at VA as an example), or it's the latest instalment in the series of HH devaluations. FTR, my experience has been we have always been permitted lounge access and breakfast in Salt for everyone in our party (occasionally up to 6 people) regardless of whether we booked into the residences or the hotel, but the reality is, we have only stayed in the hotel for probably at least the last year, so not really relevant to this latest discussion.

Begs the question as to why you keep going back??

 

[anat0l]

Begs the question as to why you keep going back??

Is there a better chain hotel on the Gold Coast? (At a decent price)

 

[markis10]

Is there a better chain hotel on the Gold Coast? (At a decent price)

The Sheraton for $169, the Crowne PLaza, Marriott to name but a few?

 

[Deleted member 29185]

Begs the question as to why you keep going back??

Simple. We now exclusively choose the hotel rooms which we found by trial and error, alleviates a lot of the problems I've ever mentioned, and with our status, we find the Gov't rate of $148 including canapés and full breakfast along with the usual upgrade of a relaxation room and the location (I know others don't like the location, but we like the restaurant variety in Surfers) means it beats the Sheraton and the Marriott and trounces all over the CP (which is overpriced IMHO) and the IC is not really comparable due to location. BUT.....if I didn't have exec lounge access and breakfast, there is no way I'd stay there, as there are far better hotels for the money (all those listed except CP in my estimation) plus of course there are from time to time reasonable rates (not cheap but reasonable) available at both Soul and Versace not to mention the host of smaller boutique hotels and stand alone apartments, which can offer exceptional value for tourists.

Everyone will be different but I took anat0ls post to mean non-status guests. For us, our last stay earned us what I value as $100 worth of points (paid $350 or thereabouts) and received two nights of access for 3 of us to canapés and drinks and 6 full buffet breakfasts in Salt along with an enjoyable few days kicking back in a relaxation room and away from our prolonged renovation. Without the Q1 HH bonus points, we would not have chosen the HSP though.

 

[markis10]

Simple. We now exclusively choose the hotel rooms which we found by trial and error, alleviates a lot of the problems I've ever mentioned, and with our status, we find the Gov't rate of $148 including canapés and full breakfast along with the usual upgrade of a relaxation room and the location (I know others don't like the location, but we like the restaurant variety in Surfers) means it beats the Sheraton and the Marriott and trounces all over the CP (which is overpriced IMHO) and the IC is not really comparable due to location. BUT.....if I didn't have exec lounge access and breakfast, there is no way I'd stay there, as there are far better hotels for the money (all those listed except CP in my estimation) plus of course there are from time to time reasonable rates (not cheap but reasonable) available at both Soul and Versace not to mention the host of smaller boutique hotels and stand alone apartments, which can offer exceptional value for tourists.

Everyone will be different but I took anat0ls post to mean non-status guests. For us, our last stay earned us what I value as $100 worth of points (paid $350 or thereabouts) and received two nights of access for 3 of us to canapés and drinks and 6 full buffet breakfasts in Salt along with an enjoyable few days kicking back in a relaxation room and away from our prolonged renovation. Without the Q1 HH bonus points, we would not have chosen the HSP though.

Aha, Status Handcuffs

 

[Deleted member 29185]

Aha, Status Handcuffs

Only to a point . I have said many times that the value has to be there. For HH, the last stay it was and that stay was a spur of the moment decision. Also, there is absolutely no point having status if one doesn't occasionally make use of it!

 

[boomy]

The Sheraton for $169, the Crowne PLaza, Marriott to name but a few?

I would not say Crowne Plaza is better. Rooms are dated and the buffet dinner I had at Four Winds was terrible
Sheraton GC beats HSP in most categories (if you can live without an exec lounge) and at this price it's a no-brainer IMO. My next few stays are already booked

 

[markis10]

I would not say Crowne Plaza is better. Rooms are dated and the buffet dinner I had at Four Winds was terrible
Sheraton GC beats Hilton in most categories (if you can live without an exec lounge) and at this price it's a no-brainer IMO. My next few stays are already booked

The executive rooms (end ones) are great at the CP, agree with four winds re buffet, which is why I eat downstairs in that buffet which has one of the better breakfasts. Given I am normally paying around $100 for the CP, I find it hard to beat, and prefer the locale. The Gold Tower rooms are a lot newer and I suspect would leave many rooms on the coast for dead.

 

[boomy]

The executive rooms (end ones) are great at the CP, agree with four winds re buffet, which is why I eat downstairs in that buffet which has one of the better breakfasts. Given I am normally paying around $100 for the CP, I find it hard to beat, and prefer the locale. The Gold Tower rooms are a lot newer and I suspect would leave many rooms on the coast for dead.

$100 is hard to beat. Is that a discount price for IHG elites?

 

[markis10]

$100 is hard to beat. Is that a discount price for IHG elites?

It's the PP rate using a BOGO, they often have no cert required.



I'm have only found a rate once at the Hilton that was OK, rung them to ask a few questions and three times they didn't answer the phone. fourth time went straight to hold, I hung up.

 

[Deleted member 29185]

It's the PP rate using a BOGO, they often have no cert required.

I'm have only found a rate once at the Hilton that was OK, rung them to ask a few questions and three times they didn't answer the phone. fourth time went straight to hold, I hung up.

Good rates. If IHG starts a new Big Win, I may be interested in some more points through them, but lack of a club and lack of included breakfast still places CP down the ladder from HSP for us. The other thing I find odd about the CP location is the fact it's not really anywhere much.....a residential area with a considerable walk to either Broadbeach or Surfers with basically nothing else around it. I suppose that will be one benefit of the new light rail, but from reports I've heard, the prices are quite high and I'm unsure of the frequency yet.

The phone situation with HSP is an absolute disgrace. It reeks of down-market understaffing and I can't ever recall the phone being answered without going to music-on-hold first of all and many times the wait is considerable (but it has improved over previous years).

 

[markis10]

. I suppose that will be one benefit of the new light rail, but from reports I've heard, the prices are quite high and I'm unsure of the frequency yet.
.

Times Monday - Friday , Weekend
00:00 - 05:00 No Service Every 30 mins
05:00 - 7:00 Every 15 mins Every 15 mins
7:00 - 19:00 Every 7.5 mins Every 10 mins
19:00 - 24:00 Every 15 min Every 15 mins


Fares are very reasonable, it's a two zone GoCard fare so around $4, you have an hour to do a transfer and six hours to complete the journey with that fare.

 

[dfcatch]

The no lounge access is bull****.

As Serfty posted - you are entitled to lounge access as per Diamond published benefits.

All my stays have been in the residences (even when originally booked) into the hotel.

Only issue ever had with the lounge was when Blackcat20 and Samh004 decided to blank the access cards on me

 

[Deleted member 29185]

Only issue ever had with the lounge was when Blackcat20 and Samh004 decided to blank the access cards on me

After how many deconstructed Mojitos?