TripAdvisor Traveler Rating

We stayed at Hilton Waikoloa Village after saving our Hilton points for several years and it was incredible- scenery is wonderful you have the ocean view everywhere. We had an oceanfront room with a great view ever to see the dolphins in the morning. Downside- very limited food options and very disappointing Hilton Diamon benefits- the buffet for breakfast to use your credit is $ 60 and not worth it. There are restaurants in the rest of the village about a 20 min walk away or you need a car. Towel service was great and the pools and lagoon were so refreshing. Would highly recommend this place for a few days to relax

I should start off by noting this is a beautiful property. Unfortunately, that's about the only good thing I can say. It appears to me, hotel (resort?) guests are an afterthought. The property seems to cater to Hilton vacation guests and airline crews. Check-in was confusing. A sign (see photo) with the question "Staying at Ocean Tower?" I had no idea; it was my first (and last) time there. The line I was in was almost out to the valet area. A MUCH shorter line was for another tower. Also, there was only one clerk at the desk. Several stations but only one employee helping the 12-15 of us checking in. The biggest disappointment was the room. The room itself was OK...probably a little smaller than a Hampton Inn suite. But, I paid for an "ocean view." What I got was great view of the restaurant (Lagoon Grill?) and recreation concessions (see photos). The shower was nice. An other issue with the room was the noise from the tram. Hard to sleep with that. I almost complained about noise from the room next door until I discovered it was the PA system from the dolphin show. Worst yet was the incredibly loud DJ from a wedding. REALLY, REALLY loud. The room was vibrating to his screaming and sounds. I also found the room temperature too warm for me. When I tried to adjust the A/C to something comfortable, I discovered it could not be set below 68. See photo of staff response. A couple of things housekeeping did also confused me: (1) housekeeper decided to move my suitcase to the floor and stack my clothes on it (see photo) and (2) left me a roll of wastebasket liners on the bathroom vanity. Perhaps I was to empty the wastebaskets in the room. I am still unclear as to the purpose of the algae water feature on the ground floor. The property was grossly understaffed, shops were closed or had very limited hours, staff I did interact with were not the typical friendly Hawaiian people and nor provided Hilton-level of service. The only truly positive experience was meeting, Duke, the shuttle driver to the Kings Shops/Queen's Marketplace. Every Hilton employee should perform like him! Bottom line: Thousands of dollars spent on a poor experience and misrepresented view.

The room they put us in was outdated and probably 20 years old. When we first walked in, we smelled mold. The carpet felt wet and sticky. We got grossed out and could not walk on the carpet barefooted. We went to the front desk and we were promised a new room at 4pm. They never called us back that day. The next day I asked to speak to a manager. Sheri was busy and would call me back, after 2 hours i called again. They said that manager Sheri had a customer emergency and the receptionist rudely hung the phone up on me. I called back two hours later and the Manager was not available. The poorest customer service ever and the dirtiest motel. I stayed in several Hotels and this room was the grosses. The mold smell was making us sick. Plus under the kitchen table it looked like termites were eating under it. A shame on them for putting their guest in old molded smelly rooms and Managers who don't call back their guest for two days. You also had walk like a mile just to find a jacuzzi. After 2 days we had to call for housekeeping to clean our room, they don't clean it daily. Hilton should be embarrassed, other Hotels charge half the price and you get cleaner rooms and better customer service.

Just returned home from a fabulous girls trip! For the most part this property was wonderful but there were a few hiccups. We were checked in by the fabulous Billy at the front desk. What a gem of a human! The grand staircase is breath taking. The grounds in general were just beautiful and maintained very well. Our room was spacious and clean. The spa was just fabulous as well! We loved getting coffee at the coffee shop in Makai - so tasty and friendly staff. Majority of the staff were so friendly although there were a few exceptions. The staff in the Kona Tap Room were pretty unkind and slow. My two complaints for the hotel were both the lack of food options and the tram. I felt there were very limited food options on the property. Room service was also majorly lacking. We did not enjoy the Italian restaurant at all. Very overpriced and the food was not anything special. Felt it was odd to have an Italian restaurant there, so many better options could have gone in that space. Breakfast was OK. But to get to food was quite a trek. Tram was not working multiple times throughout our stay. The communication regarding that was lacking. I felt so bad for people waiting with luggage or elderly folks. When the tram was running it was extremely slow. They need better transportation options to get around the resort. It’s huge! Overall would recommend with a few minor warnings. Again, a beautiful property!

The Hilton Waikoloa is a beautiful premier property and is great place to vacation but I don’t recommend the King’s Luau. You wait in line for a long time and then get put at a table way in the back even though other tables are closer. People who paid more for tickets get treated well and others are treated like second class citizens. Can you believe different laiis are handed out? Flower ones vs cheap shells! The food was good (we had to go last) and the show was entertaining but they don’t treat people well. The open bar had weak sugary drinks that nobody even wanted to finish. Look for another Luau. Maybe make other plans!