Hilton Queenstown Resort & Spa

I stayed at the Hilton Queenstown Resort & Spa while on holiday it was a really lovely experience. The location right on the lake offers beautiful views, especially in the morning. It feels a bit tucked away, which was a nice break after busy days exploring. The room was spacious and comfortable, with a fireplace that made it feel extra cozy. The bed was great, and everything was clean and well-kept. We dined at the restaurant one evening the food was good, and the service was even better. I also booked a massage at the spa, which was definitely worth it. A few small things could’ve been smoother (check-in took a little longer than expected), but overall it’s a calm, well-run place and made a great base for our trip. Would happily stay again.

When we booked our room at The Hilton we thought the reputation of the Hilton hotels would ensure a quality and special stay for our 20yr wedding anniversary. The hotel staff were all friendly but lacked in hospitality. My husband had organised a surprise to be arranged in our room before check in and unfortunately the person he communicated with on the phone did not fully understand his request or take down his telephone number to communicate further arrangements. Another person then picked up on the request and phoned me about the request, effectively ruining the surprise. She was extremely apologetic but the damage had been done. We also requested an earlier check in, which we were told would be fine, but waited around until almost normal check in time and then the arrangements my husband had requested as a surprise was still not sorted in the room. The bathroom only had one bath towel each, and no hair towels. The food in the restaurant was great, but again the service lacked in hospitality. The overall experience was slightly below expectation when you’ve set your expectation on a known reputation. It felt like acetone was just doing what was needed to get by. Except the spa staff. We enjoyed a hot stone couple’s massage and it was glorious. The masseuses were experts and did an amazing job.

Writing this review, now, that I have a level head a year and a half on, to do so. I will never be booking a Hilton ever again. I had booked their deluxe room (the one with fireplace and private hot tub with lake view) for a weeks stay for the duration of me and my fiance's (at the time) wedding /elopement, 5/6 months in advance. When closer to the time, I rang and emailed a week in advance too, to check the booking was still there, and they confirmed as such. However, on the day of arrival (while making my plane journey to QT), I was told our room was no longer available for us...which caused a lot of stress a day before our wedding. The reason we were given (to push us out of our booking) was due to another group booking...this did not make sense when we booked well in advance and I did my due diligence to check (direct with the hotel) a week beforehand! In the end, the Hilton let us stay in the booked room for 2 nights (which covered us for the night before our wedding and our wedding day as well), then moved us to their sister hotel next door (Double Tree?), but still allow us access to the spa for the original hotel (this and some discount was only offered because we had strongly requested to compensate for the stress they caused, explaining our reason as to why we booked the original spa hotel in the first place for our special wedding celebrations and the relaxing getaway/mini moon intended that they had ruined...We shouldn't have needed to have requested alternatives, and the hotel should have done better to reconcile the situation without us needing to explain or expect better from a Hilton Hotel). In the end, we could see there was a big corporate event at the hotel during our stay, and the main restaurant was out of access to guests for dinner (due to this event) the whole time we were there (and the time we were at the sister hotel). During the stay at the sister hotel, we once came back to our hotel room left open, after the cleaner must have sorted out our room... Hilton sadly ruined and tainted the plans we had for our wedding/elopement and caused major stress. It doesn't deserve the reputation it has. It shall be a no, to Hilton, for any future booking considerations.