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“Underwhelming experience” 2 of 5 bubbles
Review of Hilton Brisbane

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Hilton Brisbane
Ranked #26 of 166 Hotels in Brisbane
Certificate of Excellence
Sydney, Australia
Level Contributor
19 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Underwhelming experience”
2 of 5 bubbles Reviewed 22 April 2012

I had booked two rooms for a weekend away with my family - a king guest room for Grandma and a double room for family with small child. The intent was to have a pleasant weekend in Brisbane and to allow my family to benefit from some of the status earned from all the travel I do. Unfortunately, that's not how it turned out.
At check-in, the gent doing the check-in clearly had no idea about the Hilton Honors program and was repeatedly changing rooms from floor to floor. Check in took 10 minutes which is unacceptable for what should be a simple process. No mention was made of any of the "benefits" that existed for being HHonors Gold and certainly no internet or breakfasts were received. Even a complimentary newspaper for each room was made to feel like it was a big thing. As we were about to enter one room a staff member was rushing in to place a complimentary bottle of wine - much appreciated but the rush seemed to indicate that it was omething that had been forgotten.
The rooms received were contrasting - the double room showing it's age with a somewhat dated bath/shower and 2 double beds which had seen much better days. The upgraded King Deluxe room had a much better bed and a recently renovated shower. Both rooms were very clean and were well maintained during the stay.
Although the hotel didn't appear to be too full, on both nights we stayed noise was an issue. The atrium design of the hotel means that any noise form the bar/restaurant area travels straight up the atrium and into the rooms. The first night had a lovely musical performance going on if that is what you were in to - not so good if you actually wanted to get some sleep.
Overall, what should have been a luxurious stay was made to feel more like staying at any 3 star hotel/motel. Having stayed at a number of Hiltons over the past 12 months, I have to say that this one is not up to scratch. The location is great but until there is a consistency of product, the value is just not there.

Room Tip: The higher the better
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  • Stayed April 2012, travelled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank Robert M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 25 April 2012
Dear Robert M

Thank you for taking the time to place a review on Trip Advisor.

I was sorry to read that your experience was underwhelming. With respect to the bathrooms they are of the same standard having been completely refurbished in 2011. However the bedrooms are of different styles which reflect the difference between our room types.

Your feedback is greatly appreciated as it is a key tool that allows us to review our quality of service and product and make improvements.

Many thanks for your input

Kind regards

Martin Kendall
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2,025 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (352)
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English first
Sydney, Australia
Level Contributor
21 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
2 of 5 bubbles Reviewed 22 April 2012

Disappointing. Cold, impersonal, unfriendly. Refurbishments unattractive - this hotel has lost its personality. Mix up with booking despite 3 calls, and even at check it wasn't picked up that there was 3 of us - checking into a room for 2.

  • Stayed April 2012, travelled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank foreignshores
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 25 April 2012
Dear foreignshores

Thank you for taking the time to place a review on Trip Advisor.

I was very sorry to read of your difficulties at the reservation stage which we will be sure to follow up on.

Thank you for your feedback.

Kind regards

Martin Kendall
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 5 April 2012

The rooms here a fantastic! Bathrooms are nice. Bed provided a great nights sleep. The only thing a didn't like is the aircon, it made the rooms really stuffy.

The best thing about this hotel is it's new restaurant! Vintaged Bar and Grill is absolutely awesome, best steak in Brisbane even better than Char's! They have a beautiful wine room that the very knowledgeable staff take you through to pick the wines you would like to accompany your dinner. The bar is also very modern, and is great for some pre-dinner drinks or a quick snack.

I can not wait to eat here again.

  • Stayed March 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank BPH87
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 17 April 2012
Dear BPH87

Thank you for taking the time to place a review of your recent stay on Trip Advisor.

Your kind words about our new restaurant Vintaged was a pleasure to read and the team will be delighted to receive the feedback.

Thank you for choosing the Hilton when staying in Brisbane and hope we have an opportunity to welcome you back soon.

Kind regards

Martin Kendall
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
165 reviews
117 hotel reviews
common_n_hotel_reviews_1bd8 208 helpful votes
4 of 5 bubbles Reviewed 2 April 2012

I find the Hilton much better than the Marriott though the location is a bit boring right in the middle of a stock standard shopping street. But those rooms! While the hotel looks a bit dated from the outside and has one of those funny inner atriums that you typically find in these concrete blocks from the 60ies, they have renovated the guest rooms recently and they looks very posh and up to date now. Not one of those pseudo-refurbs but a proper all through renovation which definitely shows in a positive way. You get nice views from the higher floors and a very comfy bed- no complaints at all there. Definitely my preferred hotel in Brissy alongside the Emporium.

Room Tip: Higher up with views over the top of all those ugly department store buildings.
See more room tips
  • Stayed November 2011, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank sydneyberlin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 17 April 2012
Dear Sydneyberlin

Thank you for taking the time to place a review on Trip Advisor.

I was delighted to read that you enjoyed the benefits of the major refurbishment we completed of our hotel.

We appreciate your support of the Hilton while visiting Brisbane and hope you will return in the near future so you will see the final completed refurbishment of our bar and reception area.

Kind regards

Martin Kendall
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
15 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed 31 March 2012

Booked a club room for one night with a view to extend for 3 more nights if it hit the mark. Checked out the next morning. The only 5 star experience here is breakfast. Excellent coffee and attentive staff.

First room had a very noisy air conditioning unit. Asked to move and was shown 2 other rooms with equally noisy a/c units. The noise in the fourth room was tolerable. Great shower and toiletries. No bath. The image on the Hilton site when I booked showed a free standing bath.

The TV image was fuzzy. Technician arrived and said the only option was to move to another room. This would be room number 5. I refused.

The bed was very comfortable. The closet door was very difficult to slide. No coffee machine or coffee press and ground coffee provided in the club room.

The club lounge is small and noisy. Food was limited and mediocre unless you like oysters. I don't. A very decent sparklling Australian wine was on offer. The level of English language of some staff was intermediate at best. I know it is correct to cater to speakers of other languages in hotels. But advanced level English should be mandatory for front of house roles.

Travelled to Melbourne the next week. Was considering the South Wharf Hilton. Given the experience in Brisbane I opted for the Hyatt.

Staff were very helpful and responsive to feedback. One commented that many of the experienced staff were now working at the Gold Coast Hilton.

  • Stayed March 2012, travelled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank AccidentalTourist000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 17 April 2012
Dear AccidentalTourist000

Thank you for providing comprehensive feedback on your visit to our hotel.

From your comments it is clear your stay failed to meet your expectations and I apologise for this. Feedback is very important for us and provides an opportunity to review the level of service and quality we provide our guests.

I hope we have an opportunity to welcome you back to the Hilton and hopefully restore your faith in our hotel.

Kind regards

Martin Kendall
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Gladstone, Australia
Level Contributor
4 reviews
4 hotel reviews
4 of 5 bubbles Reviewed 28 March 2012

Can't say enough about the staff always courteous and polite. Only down fall was drinks in the atrium bar bit slow. Restaurant was fantastic great food. Rooms were very comfortable, but the parking should be free if your staying.Please put in a day spa.

Room Tip: Very comfy beds
See more room tips
  • Stayed March 2012, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Ngaire B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 17 April 2012
Dear Ngaire B

Thank you for taking the time to place a review on Trip Advisor.

It was great to read that our team were courteous and polite and our new Restaurant provided good food. I note your point about speed of service in the bar and we will review this.

Your support of Hilton while visiting Brisbane is appreciated and we look forward to welcoming you back in the near future.

Kind regards

Martin Kendall
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
78 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 86 helpful votes
4 of 5 bubbles Reviewed 27 March 2012

I haven't stayed here for a couple of years and the refurbishment is excellent. Wanted to give it 5 stars but doesn't quite get to that yet, but first the good stuff.
The rooms are great and the refit is a job well done.
Check in took about 2 minutes literally - fastest I've ever come across.
All the staff I met were 1st class, most notably reception, restaurant staff (breakfast), and the exec. lounge staff were amazing. Breakfast was very good. I'm not very keen on buffet breakfasts (bacon tastes dreadful after just a few minutes of being cooked and I hate tepid food) but a good choice and all a high standard; enjoyed breakfast here. I didn't have lunch or dinner at the restaurant this time but the last time (a few years ago) the food was great and the waiting staff the best in Australia.

On the downside, the (full) rubbish bin in the bathroom wasn't emptied after cleaning the next day, and some paper scattered on the corridor floor was there when I checked in and still there 3 days later when I checked out; having said that, the room was perfectly clean on arrival.
The info pack was missing half the information; no room service menu or anything about food offered in the restaurant or bar. Some info was out of date by 1 or 2 years. The Melbourne airport Hilton hotel doesn't exist anymore and the newer Melbourne hilton south wharf isn't listed, and under the heading of Hilton hotels Australia they have Auckland & Fiji listed. Very badly put together; needs updating and more information generally.
The wrong newspaper was delivered too.
I definitely would recommend this hotel; they just need to tidy up round the edges a bit more and hopefully next time I'll give a 5 star rating as I'll certainly be staying here next time I'm in Brisbane

  • Stayed March 2012, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Rikkimca
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HHA3004, General Manager at Hilton Brisbane, responded to this review, 3 April 2012
Dear Rikkimca

Thank you for taking the time to place a detailed review onTrip Advisor.

I was delighted to read that overall you had a great stay and appreciated the results of our refurbishment. I know our Housekeeper will be disappointed that we let ourselves down with a couple of things. In regards to the in room directory I am pleased to say a new version is at final proof stage and should be in place shortly.

Thank you for your support of the Hilton and look forward to welcoming you back soon.

Kind regards

Martin Kendall
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Brisbane

Property: Hilton Brisbane
Address: 190 Elizabeth Street, Brisbane, Queensland 4000, Australia
Phone Number:
Region: Australia > Queensland > Brisbane Region > Brisbane
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Family Hotel in Brisbane
#15 Business Hotel in Brisbane
#15 Romantic Hotel in Brisbane
#25 Luxury Hotel in Brisbane
Price Range (Based on Average Rates): $
Hotel Class:5 star — Hilton Brisbane 5*
Number of rooms: 321
Official Description (provided by the hotel):
A Brisbane icon, Hilton Brisbane is located in the heart of the city, on the ‘Paris-end’ of vibrant Queen Street Mall. The hotel features modern accommodation, award-winning dining, newly refurbished leisure facilities and 2500 sqm of purpose built space designed specifically for meetings and events. Choose from a selection of well-appointed guest, deluxe or executive rooms, or luxury suites which have been designed with each and every guest’s comfort in mind. Book an executive room or suite and enjoy access to the exclusive Executive Lounge which features continental breakfast, refreshments throughout the day and evening drinks and canapes for you to enjoy. Meet and do business in one of the 19 flexible meeting and conference rooms which have been coupled with leading-edge technology, ideal service and attention to detail. The hotel is also equipped with a Business Centre where all of your business needs can be met. Swim some laps in the newly refurbished outdoor heated swimming pool, play a game of tennis on the city’s only tennis court, overlooking the city or squeeze in a workout in the Fitness Centre. Go on a culinary journey in the hotel’s award-winning restaurant - Vintaged Bar + Grill - which showcases the best of Queensland’s world-class produce and features unique and modern dining spaces as well as a boutique wine list. Whether it’s for business or pleasure, Hilton Brisbane offers contemporary design that fulfills comfort and style, outstanding facilities and exceptional service. It is a must for both domestic and international guests and Brisbaneites alike. ... more   less 
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Also Known As:
Hilton Brisbane Hotel Brisbane
Hilton International Brisbane
Brisbane Hilton International

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