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Review of Hilton Queenstown Resort & Spa

I DO NOT RECOMMEND STAYING HERE.

I DO NOT RECOMMEND STAYING HERE.

I understand that it is a difficult time for the hospitality sector, with covid-19 and the limited number of hotel patrons at present, but we were booked for Queen's birthday weekend and the lack of service towards all the holidayer's on this day was very, very disappointing. It isn't nice to see the lack of effort that the Hilton has in regards to their local (New Zealanders).

We had to wait in line for check-in for 30mins, then after we paid for our room they said that there would be a short wait for our room to be ready, but they would contact us. An hour later we had not heard from anyone at all so we decided to line up at customer service again and ask for a full refund. Upon getting to the desk, not much was offered to remedy our sub-par experience so far, apart from being offered a later check out, which one would think would cause the exact same problems for the next day when holidayer's attempted to check-in to their room.

We were not the only ones in the lobby fed up with the lack of service and the long wait, we even overheard one couple talking to the Manager about their room view being obstructed, even though they asked for a Lakeview room, and it was very messy -as if the cleaner had not been able to finish their job.

For a high-end hotel this is most definitely appalling and quite frankly not acceptable.

To make matters worse I have still not been refunded my money, even though they were able to take the money out of my account immediately.