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beenaroundandbac2022
Nelson-Tasman Region, New Zealand

So disappointed.

Review of Hilton Auckland
1.0 of 5 bubblesReviewed 15 Jul 2024via mobile
I gave such a low rating because the cleanliness and servicing of our room was far below what we would have expected in a Hilton or any accomodation in Nz.
We asked for our sheets to be changed during the service. That was all the house keepers did….Did not replenish any thing, took dirty towels away but did not replace them, did not replace the tea, or any amendment’s in the bathroom. Did not take our used cups or glasses away or replace with clean ect, ect. The room was very dirty I will post photos. I thought I smelled something off when I walked in, but saw spots on the carpet and thought the carpet was overdue for a clean. Had shower the drain smelt like a sewer. The shower gel was empty. The next day when I was putting my shoes on and my nose was closer to the floor, I got a big woff of something off, had a look around a found dried vomit beside the bed and under neath the beside cabinet. I will attach photos.

I must say all of the reception and door staff were lovely and I could it fault the exception service from them.

Hilton Auckland you need to train your house keeping staff, we paid well over $500 nzd a night, the expectation was a clean well appointed stay. The room was also very tied. And as a New Zealander I am extremely disappointed that I experienced this level of cleanliness in my own country and would not like a visitor to Nz to think that this is our standards. It is not.
Date of stay: July 2024
Room Tip: Avoid this hotel.
Trip type: Travelled as a couple
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Hilton Hotels, General Manager at Hilton Auckland, responded to this review
Responded 23 Jul 2024
Kia Ora,

Thank you for taking the time to provide this feedback in TripAdvisor. We pride ourselves in giving the best possible guest experience and we are sincerely sorry to hear that we fell short in this instance.

Your feedback has been taken on board and is being reviewed by our team. We hope to have the opportunity to make it right in the future.

Kind regards,
Hilton Auckland
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (3,278)
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1,804
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12 - 17 of 3,278 reviews
Reviewed 10 July 2024

Thanks to all the staff on our recent stay, whilst travelling to New Zealand.

We arrived in from Hong Kong, and were greeted with a warm welcome by reception - great room selected for us (305) with superb views, and the hotel was really well located. Ok, a bit of noise from the excursion terminal, but nothing major, and all the comings-and-goings made for a point of interest whilst relaxing on the balcony.

As an Honors member for so long, one kind of expects a really good standard, but this hotel had location, room size/quality and a great sized bar, on top of super staff.

Auckland is a great city, and given we had a hire car (note: a car park close by - Downtown CarPark), we could travel to Rotorua, Coromandel, and a drive not for the faint-hearted, to Bay of Islands. Plus, the ferry over to Waiheke (for some wine tasting and a visit to Onetangi).

All in all, a brill stay, and a super Hilton property

Date of stay: April 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Drew C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hilton Hotels, General Manager at Hilton Auckland, responded to this reviewResponded 24 July 2024

Kia Ora drewiic,

Thank you for your review following your stay with us at Hilton Auckland. It was our pleasure to have you stay with us and it’s great to hear you enjoyed our rooms and facilities.
Thank you again and we hope to welcome you back to Hilton Auckland in the near future.

Kind Regards,
Scott Thomson
General Manager - Hilton Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 July 2024

This is definitely one of Hilton's nicer hotels and gives the 5-star experience you would expect from them. The rooms are modern and spacious and the service upon arrival was friendly and welcoming. We did not eat at the restaurant as the location makes it an easy walk to downtown eats. However, I imagine the food would be amazing like everything else in the hotel. I would stay again if visiting Auckland.

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Amanda C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hilton Hotels, General Manager at Hilton Auckland, responded to this reviewResponded 8 July 2024

Kia Ora!

Thank you for your kind words and taking the time to leave such a positive review on TripAdvisor following your stay with us at Hilton Auckland.
It was our absolute pleasure to have you stay with us! We are thrilled to hear that you had a great experience with the rooms and friendly staff. Your lovely review motivates our team to keep delivering exceptional service.
We hope to welcome you back to Hilton Auckland in the near future!

Kind Regards,
Scott Thomson
General Manager - Hilton Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 June 2024

Great service, the lady at the restaurant (Neeru) went out of her way to accommodate our early checkout to fly out. She welcomed us before the opening time to have breakfast and head to the airport. Great commitment to customer service - thank you Neeru.

Date of stay: May 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Amer A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hilton Hotels, General Manager at Hilton Auckland, responded to this reviewResponded 1 July 2024

Kia Ora,

Thank you for your review following your stay at Hilton Auckland.

We are delighted reading this kind message about Neeru, she is absolutely wonderful indeed and we will pass this message on to her.

Thank you again, and we hope to welcome you back in the near future.

Kind regards,
Scott Thomson
General Manager- Hilton Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2024

Exceptional service from check in. Beds were very comfortable, as were the pillows. Great view from the room balcony. We also had drinks and food downstairs at Bellini bar, which was great value for money. Buffet breakfast had extensive hot and cold foods. The Hilton accommodated early check out with a breakfast bag to go and arranged us a taxi to get to the airport. Fantastic location.

Date of stay: June 2024
Trip type: Travelled with family
Thank amberb89
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hilton Hotels, General Manager at Hilton Auckland, responded to this reviewResponded 17 June 2024

Kia Ora Amber,

Thank you for your review following your stay at Hilton Auckland.
It is great hearing you had a wonderful stay, and we are delighted you enjoyed your visit at Bellini as well.

Thank you again, and we hope to welcome you back soon at Hilton Auckland.

Kind regards,
Scott Thomson
General Manager- Hilton Auckland

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2024 via mobile

Have not been for a while..dining or staying. Wild rainy night but great to stand on the balconey watching the harbour. Rooms are getting dated but very clean and well maintained. Gym was quiet in the morning and well appointed. Parking was expensive but close and easy. Great walk to all thd down town restaurants ferries etc

Room tip: The rooms harbour view are worth the extra. Be aware of ferry toots as they leave
Date of stay: June 2024
Trip type: Travelled solo
Thank tracyh716
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hilton Hotels, General Manager at Hilton Auckland, responded to this reviewResponded 10 June 2024

Kia Ora Tracey,

Thank you for taking the time to post your review on Tripadvisor.
It is wonderful reading you had a great stay at Hilton Auckland, it was our pleasure to have you again.

We appreciate your feedback and will review it with the team.

Thank you again, and we hope to welcome you back in the near future.

Kind regards,
Scott Thomson
General Manager- Hilton Auckland

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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