Linda Priestley

Review of Hilton Hotel New Zealand

What a nightmare. We made a booking for one night ...

What a nightmare. We made a booking for one night and wanted to arrange a shuttle to/from the airport which their website mentioned was an available service. After spending 60 minutes trying to reach the hotel to speak to someone, we were put on hold again, only to be told that they did not have a shuttle service available and that we should spend $50 on a taxi to get to them. We called again and asked to speak to a supervisor and was put on hold AGAIN for another 60 minutes, in which they provided horrible customer service. The representative that we spoke to has trouble understanding that our check in day was today and she kept saying our check in day was tomorrow, which was quite frustrating honestly because we had the reservation in front of us and we were correct on our end. In the end we were not able to talk to anyone at the hotel on the phone, did not get a hotel shuttle from the airport, spend 90 minutes sitting at the airport on HOLD on the phone with them.

We ended up taking a shuttle carrying 5 bags with us, which made things really uncomfortable getting there. However once we got the hotel the staff were very friendly and understood our frustration. The hotel itself is lovely and the rooms are comfortable.