TripAdvisor Traveler Rating

We stayed in this hotel after landing in Lihue and the cabin we stayed in 3042 was good. We had camping booked for the week but the rain changed our plans so we spent the extra $60 for the cabin for two more nights and what a mistake that was because we were assigned 3141 which needs so much TLC it's embarrassing. Every couch/fabric surface was so stained and grimey, the light fixture in the bedroom was hanging all janky and crooked and I worried it'd fall off if we touched it. The Keurig didn't work, the toilet ran, the mini fridge froze all our stuff even on the lowest setting and there was an empty glass bottle and old lines sitting off the back porch. The beaches right outside this property are filled with plastic and trash and parking at the hotel is $45 a night. Don't think we're ever coming back, but if we did we'd definitely look for other accommodations. I chose Hilton because the points/ bc I'm a member but thinking about changing brands after this trip (not just this hotel but the other hiltons on big island we've been staying at, as well). Absolutely nowhere near worth $350+/night by time all the fees and taxes are tacked on.

We were in Kauai shooting background for an upcoming music video. We have previously stayed at other Hilton Garden properties throughout the system. When we stay at Hilton Garden Inns we expect a great location, clean room, a great nights sleep, friendly staff, and a good breakfast (coffee most important) in the morning. This property provides all of that and more! Jackie at the front desk made us feel special on arrival. The room was spotless, and when we needed extra face towels - they were delivered immediately. Adela (in housekeeping) is providing great service (they have the hardest job in the industry)- make sure you show your appreciation. Location location location- if you are looking for a popular man made lagoon to swim in with friends, family and kids- 250 feet from hotel. If you are looking for a hotel with near by shopping, Smith Family, and other attractions- this is a great location. Room, comfortable bed, all the usual Hilton Garden amenities, efficient AC, big screen TV with plenty of choices (don’t sit in your room watching TV- get out there!). Comfortable couch, comfortable desk to work at, comfortable bathroom (very clean). Room was very quiet. The property has a retro bar/grill that overlooks the ocean, will remind you of the 50’s and 60’s. Stop by for a beverage and a burger. They have two pools and a spa. Please remember - This is not a Hilton Vacation Club Resort, this is a Hilton Garden Inn. If you are looking for fancy pools, high end bar service (someone coming over and asking if you want a drink every 15 minutes) - this is not that place. I would classify this as a higher end “Hilton Garden Inn”. Because there are only two Hilton properties on Kauai- this property is always near capacity because Hilton members take advantage of their points at this hotel. Imagine thousands of Hilton members looking for a place to stay in Kauai- and this is it! The reviews at this property are very skewed- they are from 4-5 star to very extreme 1 stars. It is clear that the expectations of some guests could never be met from the time they arrived on property to the moment they left. This can be very frustrating for any traveler and even more frustrating for staff. If I plan to give a property a one or 2 star review, I will usually refrain from doing so and when possible if I plan to return to the area - I will give them another chance. Tip- if you did not experience what you expected- contact management and tell them you are going to give them another chance in the future (before you write a review). 99% of the time- my second visit ends in some of the best stays I’ve had. I then write an appropriate review sharing my first visit and what happens my 2nd visit. If you do not plan to return to that property - share your feelings with Corporate- they will usually offer something to “make you feel better”. Being on Kauai and based on costs there- this property can be considered a value priced property. This is a great property to use your Hilton points (many travelers do). At of the writing of this review I had not visited their restaurant for breakfast yet. I wanted to get this review out to “clear the air” so to speak for other potential visitors. If I have other business to do in Kauai in the future I would not give a second thought staying at the Hilton Garden Inn. FYI- I believe this property was built in 2016, (newer property)- it is currently going through renovations which is one of the most expensive undertakings for any beach area property. Any good property knows they need ongoing maintenance and since this property has a new GM- it is obvious his priority is great service and ongoing maintenance/upgrades. Our room and this review are proof this is happening. (We have a standard room).

This hotel is not only cochroach infested (and the roaches are everywhere), but has a front desk staff that does not care about customer satisfaction. They have hundreds of rooms only 10 of which open onto the parking lot, but refused to change our room to any of their rooms that weren't among the 10 facing the parking lot. They kept saying "maybe tomorrow", but never did it. The pool is also ridiculously small.

I was a little unsure about staying here after reading the reviews. Front desk was helpful and Jaki was so nice after we had a long day to check us in. We stayed for 2 nights room 1303 top floor king bed, and it was so relaxing. The rooms are outdated but clean. That's why I have it a 4 star rating. There’s not many options for dining just the tiki bar which was fun with beautiful views of the ocean. I wish I could remember the servers name but she a great! They didn't have poke nachos on the menu but she made it happen for us! Breakfast was yummy as we ate both mornings in the hotel. Serena was our sever and very attentive with a smile! The staff are so nice and welcoming! What was surprising was the views right out back...beautiful ocean just steps away!

I think we had the best room in the hotel so my review on that reason alone would be 5 stars. Beach and pool views with easy walk out, etc. The lobby was lovely and active with musicians, craft fair and Olympics going on on big screen tvs. Nice. However I would not recommend using any if their conceirge desk services. It had a disrespectful, humiliating interaction with conceirge person. I asked to speak to management about and they said conceirge rents out the space. They gave me name of group but very difficult to actually contact live person to share feedback. No one should be treated like I was as a visiting guest. Shame. Plenty of other sources to book excursions and discover local highlights. Avoid this hotel conceirge services. Safe travels