Safinat Nisha

Review of Hilton Surfers Paradise

I have stayed here numerous times but last two tim...

I have stayed here numerous times but last two times no housekeeping has been provided. Before my most recent booking I double checked to see if house keeping was included and my Hilton Honours advised that daily house keeping was included. Upon checking staff advised housekeeping is upon request with no mention of 24 hour notice policy which is in the fine print of checkin that no one ever reads. When my husband requested it we were told house keeping us not included with the residence and its $65 if we want it done. I called back and advised our documentations says it is. They then informed me that it has to be requested 24 hours in advance or else you pay $65 per day for house keeping. They charge an additional $20 per night for parking. With a two bedroom costing $450 per night in a 5 star hotel you would think these basic amenities would be included. The sofa was full of stains, the balcony was really dirty and their heated pool was really cold one day and under maintenance the second day of our stay during peak holiday season. An extremely disappointing stay and will never stay here again. Staff are also rude, unprofessional and not courteous.