Elite treatment at Hilton Surfers Paradise

[Fifa]

Re: How do Hilton treat you as an Elite?

They clear away what was left and leave fresh even if it's the same - although never had beer. I think you would have had a better response from EL staff - I'm sure they would have rectified the matter - I've found them helpful.

I think the beer was for the Gold member as I have always received water as a Diamond! Go figure.
Good idea to go direct to the EL with any concerns - I'll remember that for next time.

 

[Fifa]

Re: How do Hilton treat you as an Elite?

You're not a fan of that post war railway tunnel look, then?

Not in a supposed 5* hotel

 

[VRC]

Would like to ask for some experience/ opinions re elite treatment at HSP. Currently booked in to stay on Wed and booked the basic room. Just wondering if HSP do provide good upgrades for diamond member or should I just bite the bullet and just book the suite? After numerous sub par treatment at Hilton Sydney I have half given up with Hilton.

side note: will be checking in at Hilton Brisbane tonight and booking shows executive room upgrade. Is that the best you can score out of Hilton Brisbane?

Stayed at the HSP on 23rd June upgraded to executive room on the same floor as the lounge, had booked a King Deluxe. Diamond member.
As a comparison have always received upgrades to Relaxation Suite when staying at HOTP, at HSW only managed a corner room as my upgrade?

 

[Deleted member 29185]

Stayed 23rd June upgraded to executive room on the same floor as the lounge, had booked a King Deluxe. Diamond member. Have always received upgrades to Relaxation Suite when staying at HOTP, at HSW managed a corner room as my upgrade?

Wrong Hilton! HSP not HSW

 

[TonyHancock]

Re: How do Hilton treat you as an Elite?

I'm yet to find anyone who is :!:

A bit harsh! I find the tunnel between concourses at LHR T5 very nice....significantly better than the lobby of the HSP...although I guess post war might be stretching it for LHR tunnel.

The HSP lobby is poor though.

 

[Fifa]

Wrong Hilton! HSP not HSW

I think they are better off at HSW (or HOP) though

 

[straitman]

Re: How do Hilton treat you as an Elite?

A bit harsh! I find the tunnel between concourses at LHR T5 very nice....significantly better than the lobby of the HSP...although I guess post war might be stretching it for LHR tunnel.

The HSP lobby is poor though.

My comment was solely in reference to HSP only and I was not casting doubt on the quality of any other tunnels :!:

 

[Deleted member 29185]

Re: How do Hilton treat you as an Elite?

significantly better than the lobby of the HSP...

And the lobby is the nice part!

I remember the first time I walked throught the tunnel to the shorter tower elevators, it was very grey, very dark and not a single wall hanging or piece of soft furnishings could be found. I kept looking behind me thinking I was likely to be mugged! At least now they've hung some pictures through there (perhaps covering up graffiti, which was all that was missing to give it that real 1970's Bronx effect)!

 

[boomy]

Re: How do Hilton treat you as an Elite?

I agree with all your observations regarding HSP swanning_it.
To add to everything mentioned previously - the staff in Salt Grill are really good but the breakfast selection is not a patch on Sydney, HSW or even Adelaide. I presume many of the guests are holiday makers and think it's fantastic:shock:.
I think a lot of the other customer service staff believe they are also on holidays!
The hotel could do with some huge bright paintings in the foyer and concierge area to break up the greyness.

This hotel is a joke. Sometimes I find it hard to believe its a part of the Hilton brand as it has nothing to do with any of the other Hilton's I stayed in so far.

The staff working there are complete armatures. They look and behave like they are the ones on holiday and could not be bothered by anything.
When I checked in last Friday I was told that I had to add 10$ pp for hot breakfast. Found it a bit odd as no other Hilton in Australia ever asked me to pay for breakfast (as diamond), but it's a small amount so no big deal.
The big deal was when I asked for my eggs Benedict and the chef said that he will give me the poached eggs & sauce on a plate and I need to do the rest. I told him that if he doesn't know how to make it properly he should not work in a 5* hotel.
And they have the nerve to ask for extra charge for hot breakfast, absolutely disgraceful!

When we went to the lounge on Friday night we could not find a seat and were told that half of the place is closed for a private function. Since when there are functions in exec lounges? Why not in dedicated function rooms like in any other normal hotels? It's unbelievable that a hotel guest can't get a seat in the lounge because the hotel wants to make some extra cash.

Just 1 hour away there is a perfectly well managed Hilton. The HSP manager should hire a bus, put all his staff (and himself) on it and drive to Brisbane so they can all learn how a 5* hotel should be run.

 

[VRC]

Wrong Hilton! HSP not HSW

Have editted my original response to clarify that my first sentence was in reference to HSP

 

[anat0l]

Re: How do Hilton treat you as an Elite?

The big deal was when I asked for my eggs Benedict and the chef said that he will give me the boiled eggs & sauce on a plate and I need to do the rest. I told him that if he doesn't know how to make it properly he should not work in a 5* hotel.

This is a joke, right?

Poached eggs, preferably soft unless otherwise directed. Heat sliced ham gently. Toast two English muffins. Prepare Hollandaise. Sweat out some baby spinach until it wilts. Assemble. Voila, eggs Benedict.

Pretty simple for even a first year culinary student, let alone a chef employed at any reputable hotel, 5* or not.

When we went to the lounge on Friday night we could not find a seat and were told that half of the place is closed for a private function. Since when there are functions in exec lounges? Why not in dedicated function rooms like in any other normal hotels? It's unbelievable that a hotel guest can't get a seat in the lounge because the hotel wants to make some extra cash.

Well, there has been a function in the lounge before but it wasn't as if the lounge was closed off as such. We just happened to occupy most of the lounge space. (The staff encouraged us to stay within a certain area and other patrons to go to another area so they could have a bit of peace and quiet. We were also encouraged not to crowd the buffet area too much.) The event proper was eventually moved to a function area which adjoins the buffet area of the Executive Lounge.

 

[Mollycram]

Re: How do Hilton treat you as an Elite?

I was told the same thing when I tried to order Eggs Benedict at HSP. I was told to order poached eggs with a side of hollandaise sauce and to get my ham from the cold meats section. I really don't understand why they don't offer it at this Hilton.

 

[beardoc]

Re: How do Hilton treat you as an Elite?

I was told the same thing when I tried to order Eggs Benedict at HSP. I was told to order poached eggs with a side of hollandaise sauce and to get my ham from the cold meats section. I really don't understand why they don't offer it at this Hilton.

I would suggest via feedback that this is pretty poor form at HSP if this happened to me.

 

[anat0l]

Re: How do Hilton treat you as an Elite?

I was told the same thing when I tried to order Eggs Benedict at HSP. I was told to order poached eggs with a side of hollandaise sauce and to get my ham from the cold meats section. I really don't understand why they don't offer it at this Hilton.

Well, at least they correctly identified to supply you with poached eggs, not boiled ones.

To be honest, I can only remember clearly ordering eggs Benedict from the Hilton Sydney (at glass). I don't know if Vintaged at Hilton Brisbane will prepare eggs Benedict (unless you have a la carte breakfast rather than buffet).

Anyway, to be honest, it's a somewhat minor thing that one cannot prepare eggs Benedict. There are other failures of the HSP property.

 

[boomy]

Re: How do Hilton treat you as an Elite?

Well, at least they correctly identified to supply you with poached eggs, not boiled ones.

To be honest, I can only remember clearly ordering eggs Benedict from the Hilton Sydney (at glass). I don't know if Vintaged at Hilton Brisbane will prepare eggs Benedict (unless you have a la carte breakfast rather than buffet).

Anyway, to be honest, it's a somewhat minor thing that one cannot prepare eggs Benedict. There are other failures of the HSP property.

Boiled was a typing error (fixed it). The dish was served exactly as Mollycram said, which is still shocking.
When I ordered coffee I was almost surprised they agreed to make it and didn't ask me to grind the beans first...

You will get proper eggs Benedict at Hilton Brisbane, Adelaide & Sydney and none of them will try to charge extra money for breakfast.

I agree it's a minor thing but it's a good example of how this property fails to give the 5* feeling you expect from a Hilton.

 

[anat0l]

Re: How do Hilton treat you as an Elite?

I agree it's a minor thing but it's a good example of how this property fails to give the 5* feeling you expect from a Hilton.

I wouldn't say it's the best example - I'd rather use the examples of the staff professionalism (in the rest of the property), the reception feeling, the decor in the room, etc.. Certainly, those are the parts of the property that makes me think less of it as a Hilton (when I share my experience with someone else - I'd harbour most other people couldn't care less how their eggs could or could not be prepared!)

The eggs Benedict thing is an issue but tending to the superficial IMHO. It reminds me a lot of the Waldorf salad incident from the eponymous episode of Fawlty Towers.

 

[jetlagger]

Re: How do Hilton treat you as an Elite?

And the lobby is the nice part!

I remember the first time I walked throught the tunnel to the shorter tower elevators, it was very grey, very dark and not a single wall hanging or piece of soft furnishings could be found. I kept looking behind me thinking I was likely to be mugged! At least now they've hung some pictures through there (perhaps covering up graffiti, which was all that was missing to give it that real 1970's Bronx effect)!

THe lobby of HSP is downright ugly. It is way out of Sync with any desirable entrance & reception area.. Seems as an afterthought & console with others about the dark & dingy atmosphere in natural light filled Queensland
As for the pick up & drop off area on Orchid Ave, even worse arrangement.
One consolation, one of the ever changing staff told me recently is that the revolving door at main entrance is being replaced with something more practical.

 

[boomy]

Re: How do Hilton treat you as an Elite?

I wouldn't say it's the best example - I'd rather use the examples of the staff professionalism (in the rest of the property), the reception feeling, the decor in the room, etc.. Certainly, those are the parts of the property that makes me think less of it as a Hilton (when I share my experience with someone else - I'd harbour most other people couldn't care less how their eggs could or could not be prepared!)

The eggs Benedict thing is an issue but tending to the superficial IMHO. It reminds me a lot of the Waldorf salad incident from the eponymous episode of Fawlty Towers.

Some things that are not important to you can be important to others and vice versa.
For example, I didn't have any issues with the decor of the rooms. Can't say I was more impressed with the guest/deluxe/exec rooms in Sydney.
If this is important to you then I would recommend you to try Palazzo Versace next time you stay at the Gold Coast. They have some very nice rooms there.

When I stay at a Hilton property I'm looking for professional service, nice exec lounges where I can sit and relax at and yes, also a good breakfast.

 

[drross]

Re: How do Hilton treat you as an Elite?

Well, at least they correctly identified to supply you with poached eggs, not boiled ones.

To be honest, I can only remember clearly ordering eggs Benedict from the Hilton Sydney (at glass). I don't know if Vintaged at Hilton Brisbane will prepare eggs Benedict (unless you have a la carte breakfast rather than buffet).

Anyway, to be honest, it's a somewhat minor thing that one cannot prepare eggs Benedict. There are other failures of the HSP property.

brisbane and HSW also do a 'proper' benedict without the patron having to assemble the meal.

 

[Deleted member 29185]

Re: How do Hilton treat you as an Elite?

THe lobby of HSP is downright ugly.

Sorry, I should have said the nicer part, rather than the nice part. I do agree, it's still ugly and uninviting.

The revolving door was gone when I walked through last week-end. Mind you nothing had replaced it at that point, it was just taped off like a crime scene, which I guess is rather apt and suits the decor.