Disappointing Experience at a Supposed 5-Star Hotel Unfortunately, my recent stay at the Hilton Queenstown was far from the 5-star experience it claims to offer. Upon arrival, I was completely ignored by the man behind the front desk, who didn’t acknowledge me at all and continued what he was doing. I wasn’t assisted until the woman next to him finished checking in another guest, not exactly the welcome you expect from a Hilton. I had paid for two king rooms, but they couldn’t locate the second booking at first and ended up taking two separate deposits. On top of that, our rooms were placed on different floors with very different views, which was disappointing for a group booking. The beds themselves were comfortable, but the pillows were terrible, flat and unsupportive, which made sleeping difficult. Housekeeping didn’t show up until after 4:30pm, knocking to ask if we wanted the room serviced. At that point in the day, we were usually back from activities and getting ready to relax, it just felt like poor timing and planning for a hotel of this calibre. We booked a few activities through the concierge, and I have to say, the lady at the desk was wonderful, friendly, helpful, and one of the few highlights of the stay. After a cold day on the snow, we returned looking forward to a hot shower, only to find there was no hot water. An hour later (and another phone call initiated by us) we were informed the boiler was under repair. Five hours on, still no hot water, we made another phone call and the manager on duty told us she might not be able to find anyone to come fix it that night. There was no follow up, no updates, and not even an apology. By morning the hot water had returned, but the lack of communication and care was very disappointing. Overall, this stay felt like a premium price for a subpar experience. With better service, communication, and attention to detail, it could live up to its 5star label but in our experience, it missed the mark on too many...

Stayed in August 2025

Fantastic property always a great stay! The staff of 10/10

Stayed in August 2025

For the amount of time we had spent here which was only a night, it wasn't long enough to enjoy all the amenities and things that Hilton had to offer. So don't just stay for one night.

Everything was amazing, I think it was the fact that we didn't spend long enough here. But will definitely be back.

Stayed in June 2025

Room a bit dated. Carpet was rippling and nearly a trip hazard. Cupboard in front of fridge was broken. Room sold as Lakeview but has a whole section of rooms in front of it. Partial Lakeview more realistic

Loved that it was across the lake and not in busy Queenstown. The water taxi made it easy to get to town or the marina. Toasty warm at all times. Great views. Nice walking trail. Great pool. Great restaurant

Stayed in August 2025

The entire experience was amazing. I had an IT problem that the hotel staff sorted out for me. They went above and beyond.

Stayed in July 2025

Nothing

Wonderful staycation

Stayed in June 2025

Lack of minibar in room, in room coffee pod machine was not upto room standard and lack of in room dining options again not consistent with hotel/room quality.

Staff especially at front desk were wonderful. Bed and room King suite with outdoor spa was very comfortable.

Stayed in August 2025

Better pillows

The pillows were probably the only thing I could say we’re not comfortable but the room was amazing. The service was sensational in the restaurant and the breakfast buffet had amazing choices.

Stayed in August 2025

The pool wasn’t heated enough in comparison to the last Hilton we stayed at in Lake Taupo. The hotel does require a refresh.

The resort is outside of the town so it’s better if you have a car to stay here. We had a relaxing stay. The rooms were large so it was comfortable. Reception was really nice and welcoming.

Stayed in July 2025

Beautiful location, fantastic friendly and accommodating staff, exceptional service. Loved our stay!!

Stayed in August 2025

Staff are very friendly and warm . Amenities are fantastic plus our expectation with our request had been accommodated well . from the team pre stay - communication was perfect in catering our request . from arrival and check out - it was very smooth and well handled . I would like to shout out Kim Tessa Traineer Randinka for such great staff . the management as well for surprising us ! Well executed guys ! thank you .

Stayed in August 2025

The only thing is we couldn't find anything on how to get room service or how to order.,nothing stood out,but all good.

Breakfast was excellent, love it.

Stayed in August 2025

if u are a guest staying at hotel would be nice to offer discount to dine in at restaurant .

the hilton is a relaxed vibe , very tranquil looking over the lake

Stayed in August 2025

Nothing - everything amazing

Fantastic hotel and would highly recommend! Location is great and added bonus is the water taxi to town.

Stayed in June 2025

$509 for a suite that shows the carpark is a bit of a let down, wouldn’t pay anymore than $350/$400 per night, when the spa suite is not much more cost being waterfront views! Unfortunately none were available so I did settle for what I got.

As per usual great hotel, staff & food. Breakfast buffet is soooo worth every dollar!

Stayed in August 2025

Parking is very expensive and there are no free options. I would have loved some fruit options in the breakfast section. There was kiwi fruit, oranges and pineapple only and I would have liked to see some melons, grapes and alike fruits.

Location and the staff were excellent.

Stayed in August 2025

Bedding could be more comfortable for the luxury type hotel it is. Super close to airport meaning you get lots of noise.

All staff were very nice and got plenty of special treatment due to staying there on our honeymoon. Breakfast was amazing and everyday had something different with an abundance of choices. View from room was great plus good size room.

Stayed in June 2025

View

Amazing

Stayed in July 2025

On site dining , pool, spa facilities

Stayed in July 2025

The parking wasn’t the best.

The buffet breakfast was definitely a highlight and you just can’t beat the Hilton.

Stayed in July 2025

Spa sauna steamroom. Beautiful food.

Stayed in July 2025

The only thing is you have to pay for parking at the hotel 24hrs a day and it is a good 10mins drive outside the main town which does cost $45 each way in an uber just to keep in mind when booking!

Fabulous hotel especially during winter so cosy. Room and leisure centre amazing. Would deffo recommend staying here.

Stayed in May 2025

Some maintenance work to be done

Peaceful and quiet

Stayed in July 2025

Nil Concerns

Staff were so lovely and helpful

Stayed in July 2025