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

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

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

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

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

$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

On site dining , pool, spa facilities

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

A bit far from town and dining options.

Modern, clean and great views.

Stayed in July 2025

Had to replace shower head, main phone in room didn’t work

The staff were amazing and the location was great.

Stayed in July 2025

PILLOWS WERE TOO SOFT. I STAYED IN LAS VEGAS A FEW MONTHS AGO AND THEY HAD TWO PILLOWS ON THE BED WITH DIFFERENT THICKNESSES AS AN OPTION.

HOTEL WAS GREAT BUT WOULD STAY CLOSER TO QUEENSTOWN CENTRE

Stayed in July 2025

Breakfast area too strong sunrise after 8:45am

Bed is comfy

Stayed in July 2025

Could improve the breakfast/dining experience. Ordered dine on food. Picked up from restaurant in takeaway containers, no cutlery. Add some champagne glasses to the room. Add some gluten free beer to the drinks menu.

The room

Stayed in June 2025

The temp control in the room had some weird time out function where it switched off every approx 10 mins. Didn’t love the parking, prefer a basement parking situation. I booked two of the same rooms but you couldn’t have them beside each other, there is a different room type next door. I didn’t realise when booking, to go to the other room you had to go to the first floor walk to the next elevator and then go back up which was frustrating for a family.

Nice views, restaurants, facilities, friendly staff, comfortable room

Stayed in July 2025

services are good also room is very clean

Stayed in July 2025

We had to take 2 lefts to reach our room

The view is breathtaking

Stayed in July 2025

That's its far from the main city 45 mins in a Uber or 30 mins on water taxi.

Staff are nice & helpful.

Stayed in April 2025

The spa was amazing but could be kept cleaner.

The bed was sooo very comfortable, best night sleep. The staff were friendly and always helpful. The room was spacious. The bathroom was lovely. The views from the hotel front were amazing.

Stayed in July 2025

Carparking was $16 per day. Buffet breakfast was very average. Customer Service via phone prior to stay was poor.

View over the lake was perfect. Front desk assistants were helpful. Very close to ski slopes. Stacks bar was handy and tasty.

Stayed in July 2025

Whilst I enjoyed the room I stayed in, the only thing is that it was at the very end was close to steam vent/pipe . Had white smoke coming out that came up over onto the deck/ verandah. Not pleasant being overwhelmed by the Smoke especially sitting and trying to enjoy the view.

Awesome service and friendly, helpful staff

Stayed in July 2025