- Liked: Cleanliness, amenities, property conditions & facilities
- Disliked: Staff & service
Upon our arrival reception staff told us that if we booked our buffet breakfast upon check in we would get a reduced rate, which we did. We were not told that it was for the duration of our stay, so we didn’t eat breakfast at the hotel every day. However, we were charged for breakfast everyday. As a showing of goodwill they removed one of the charges of buffet breakfast. It would have been nice to be told that the reduced rate was for our entire stay but we were not. The female reception staff member was quite condescending. She may do this everyday but we certainly don’t and don’t expect to be treated in a way that is not conducive to reaching an agreement. We still have not been refunded our deposit or the additional costs that should have been waived during our stay. The concierge and baggage drop staff were exceptional as were the cleaning and wait staff. There is not enough seating in the restaurant at breakfast and had to line up and wait for other patrons to leave before we had breakfast. The hotel rates itself as a five star but I would only give it a four. Unfortunately we won’t be staying at the Hilton surfers paradise again.