TripAdvisor Traveler Rating

I don’t have enough room to write how terrible this resort is. I would consider it a motel level accommodation at best. They charge exorbitant fees for everything. The pool is dated and there are old crappy lounge chairs with zero umbrellas. There are hardly any shaded areas to sit. The food options on property are awful. The rooms have uncomfortable beds and you have to beg for housekeeping. There are no waiters around the pools and zero towel service. Save your money and go to Mexico where the resorts are beautiful and they actually have service.

The experience started off frustrating and overpriced and continues that way. (We are currently staying in the hotel). To start, before we arrived, we received a welcome email that mentioned “in order to maintain your privacy, we won’t clean your room unless requested”. This was absolutely ridiculous and a way they’re just trying to cut their costs. So, as soon as we arrived i asked them to ensure our room would be cleaned daily. They said it would. Sure enough, the next day they failed to clean the room. I went to to front desk and they (without apologizing) said “oh you need to call housekeeping” even though they told me it would be handled the day before. I called housekeeping and since then, the room has been cleaned daily, however: - they don’t empty the trash - they didn’t replace the soap in the bathroom (even after they took the old one). - they took the towels but didn’t replace them one day On top of these issues, the room is very dated. Wallpaper is peeling off the wall and areas in the corner of the bathroom haven’t been cleaned. The first night was Christmas Day and we were grateful to get into the restaurant. It could be because it was Christmas, but the prices were egregious! $30 for a child’s chicken fingers! Speaking of restaurants: the property is huge. You’d think there would be a few dining options but there are surprisingly few. The one nice bar looking out to the lagoon closes at 5pm. There is a pizza place and the aforementioned overpriced Hawaiian restaurant. For a place of this size, where are we supposed to eat? Luckily, the hotel is walking distance to a few restaurants and shops. The gym is minuscule. Again, for a place of this size it’s shocking. I saw 1 peloton and maybe a treadmill. Overall, the grounds are beautiful. But don’t expect five or four star service here. This is a 2 or 3 star hotel with a nice pool.

PLUS -warm welcome by the host Billy who did a great job. MINUS - construction in the palace tower were we stayed without even a notice. - after 20 hours of traveling not able to get a rest because construction started already at 7:00 with drilling and hammering. -construction in the evening at 830 pm hammering. -after complaining only a apology and a breakfast voucher. -Hilton told us apology again and construction work was from 8-8 so we have to deal with all the noise from the drilling and hammering even were told them we have a toddler who needs his powernap around 10 so again we have to deal with this noise. -had to call in the morning and evening about the construction work drilling and hammering what was starting at 7am and still after 8 PM. -at the four days we stay there we dont even had a normal sleep because we have to schedule our sleep to the schedule of the construction. -asking several times for a manager or a solution. -no help from moving or another room or any normal compensation. -very annoying to call the front desk every morning and day. -made a lot of records for the proove of early and late construction. -only solution of the front desk was giving one night return. and i already guess the answer here from Hilton here on tripadvisor that is just a standard typical answer as just the other complaints i read before. For our family was this a horrible experience and next time we don't return at this property.

Family trip - have only stayed one night out of 7. Hilton Gold elite member. Makai tower rooms- DAMP, run down and poorly lit. As soon as we walked in you could smell the damp. Carpet under foot also felt damp. Furnishings were dusty. Monorail stops opposite room so contestant breaking when it arrives / leaves. Food extremely overpriced. $250 for 6 pizzas. $50 room service delivery fee. Boats throughout the hotel are not inservice. Walked around looking for 1 sunbed for over 90 minutes to be told you can hire cabanas for half days. After spending over $1000 a night you would hope one would be able to have use of 1 sunbed ( group of 18 people). Unfortunately we won’t be back. We have 6 more nights here. Not many dining options. Coffee shop ran out of pastries by 9am. Coffee was excellent. Unfortunately 6 more nights to go. We will never be back.

This was our third stay at the Hilton Waikoloa, so needless to say, we like it. The pools are terrific, and extensive, and there is a good choice of dining locations on the property. The location is absolutely beautiful, and the grounds are well maintained with local plants and Asian art everywhere. The service is good in general, even during the busy holiday period when we visited. Still, we noticed several areas that were looking in need of refreshment or attention: the bathrooms in the public areas, especially around the pools and the lagoon, were a mess by midday. It doesn’t seem like they get serviced until end of day, so there was no toilet paper in one, a lot of trash on the floor in another etc. Given how expensive this resort is, it’s jarring to see bathrooms that resemble those you find at a gas station. The hotel rooms are looking pretty tired too - for instance, the carpet tacks were coming up in my room, so after stepping on them once, I had to wear shoes inside. Hopefully both areas can be improved soon, as I’m sure we’ll be back.