Hilton Auckland

Customer Ratings & Reviews

TripAdvisor Traveler Rating

3346 reviews

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  Extremely poor customer service, not a 5 star hotel as advertised

  I have stayed at many 5 star hotels and this is most definitely not a 5 star hotel. I had a flight cancellation and despite having checked in online and calling to confirm that I still wanted my reservation (the person told me I was all set and everything was fine) I discovered in my taxi from the NZ airport that the hotel canceled my reservation and marked me as a no-show and I had to deal with this first thing after a 13 hour flight, it was really terrible and they gave our Harborview room away so we got a very substandard room on the other side of the hotel that looked directly into someone else’s apartment. Many other issues, the pool was out of service, the coffee maker in our room was broken so we had to have a staff member come in at 5:30 in the morning to replace it. The customer service was not responsive, I spent nearly the whole first day trying to get the no-show fee waived and I had to go through multiple employees to get this done. I was in town for a cruise and I highly recommend that others who are coming to Auckland to board a cruise ship to seek accommodations elsewhere, there are many other true five star hotels in the area. Avoid this one if at all possible.

  Jan 12, 2026
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  Waterfront hotel near shopping and restaurants

  The best thing about the hotel is the location, however could be an issue as well. Close to the ferries and away from busy restaurants, it is quiet aside from noise of the boat horns. Be sure to check to see if there are cruise ships docked. I had an upgrade to a harbor view but a ship was parked there. It was crowded around the area but fortunately left that evening for the rest of my stay. Breakfast was substantial but there is a $15 upsell if you want hot items. Walking distance to shops and many restaurants on the water front. Easy to get an Uber. Order one ahead. Be aware, if you order anything other than tap water, you are paying around $13 for a glass bottle which you dont get to take. Bar has good drinks. Might consider staying again.

  Jan 12, 2026
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  Disappointed returning guest

  We stayed in this hotel about 10 years ago and were very pleased. However this time our room looked tired. The staff were courteous. We did not get an Amex upgrade but understood this was subject to availability. We were given one hour’s extension on checkout which we thought was not generous especially as we had to wait to check in as our room wasn’t available at check in time. The restaurant was very disappointing. My wife’s dessert was inedible and though they kindly replaced it, the substitute was almost as bad. In fairness we weren’t charged for her dessert.My main course of 4-5 lamb cutlets arrived with only 3 small ones.

  Jan 10, 2026
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  Mixed Feelings . . . But a wonderful stay

  We have such mixed feelings on this hotel. We stayed for four nights. The hotel itself is very nice – clean, modern and beautifully appointed. The rooms are also very modern, well appointed, well maintained and spacious. Then, there is the location. It couldn’t be more perfect, with great nightlife and the cruise ship harbor RIGHT THERE. And the views! The views of the harbor are spectacular! The staff at the hotel is so polite, anxious to please and cheerful. You like them instantly. The problem is that none of them communicate very well in English, (surprising, given that this is an English speaking country), and they are just not very good at their jobs. We had requested an early check-in and, when we arrived, they noted that, told us our room was ready and “just needed inspection” and to have a seat. They would text us when the room was ready. Great news! We had not really expected that they could accommodate our request. Well, we sat for over 4 hours. We checked in, several times, but tried not to be pests. In the end, it turned out our room WAS ready, but the desk forgot to text us . . . giggle, giggle. Then, there was the completely incompetent concierge. We asked about dinner spots nearby. We were a short walk from the major harbor nightlife area . . . as we found out later . . . and he never told us that! We’d just arrived. How were we supposed to know? We asked about a restaurant we had seen as we entered the wharf. He didn’t know about it, but told us he would make a reservation for us and to please let him know what we thought about it. When we arrived that evening, they were closed for a private event and had no record of a reservation. He clearly never called. We often enjoyed cocktails or beverages in the beautiful hotel lobby. You had to point out what you wanted from a menu . . . and forget about extra requests like “a lime” . . . because the very pleasant cocktail staff did not understand what you were asking for and had no idea about normal cocktails. Having made these observations, I have to say that we had a wonderful stay and were pleased with our hotel choice. You just have to have the right expectations. And, the “Opera in the Lobby” was a really nice touch!

  Jan 08, 2026
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  Excellent choice IF you secure a harbor view room

  This hotel is an excellent choice, but ONLY if you secure a room with a harbor view. Rooms without a harbor view face another building over a sad (and under construction) pool area. Think of "alley view" and that is what it is like. Thankfully, we switched to a harbor view room after two nights and were quite satisfied for our last two nights. And kudos to Aaron and Yuan, who helped us make the switch. The rest of the staff is also first-rate, and the breakfast area has a lovely view of the harbor (and a first-rate breakfast buffet). The hotel is well-positioned near the ferry terminal, but please note that there is a 10-minute walk down the wharf to access restaurants, etc.

  Jan 06, 2026