Reservations and billing system needs improving
Don't get me wrong, the hotel facilities are fine. Comfortable and clean. But my stay in Sydney has only had one negative aspect, and that is due to the Hilton bookings/ reservation system and how they bill their customers.
I'll explain. My company paid for my coming to a conference, flights and 3 nights accommodation at the Hilton. All prepaid weeks in advance.
To have a couple of days R&R I booked in for two nights prior to the start of the conference, the total cost being $658 as per the special deal reservation.
On arrival the hotel initially wanted to charge me $1800+ on my Visa. In other words wanting to have payment again for the already paid nights.
Sorted this out but then they insisted on charging an extra $300 to cover "incidentals" which I think is absolutely out of order. What if a guest had only budgeted for the agreed amount as on the reservation?
Finally, on checking out they add on a minibar charge. I didn't even see a minibar let alone use anything, but sure, it was there when I checked afterwards ~ a couple of tiny wine bottles on a tray in the corner of the room. But here's the crunch; if a bottle gets picked up or moved it somehow registers (don't ask me how). So the cleaner moves it and it pops up on your bill!
Just as well to double check your bill if you stay at the Hilton because their approach, or at least the impression I've been left with, is that it's all about maximizing charges rather than customer satisfaction.