TripAdvisor Traveler Rating

THE most UNcomfortable beds ever!! The hotel itself is conveniently located and the grounds are beautifully situated on the bay, the staff is attentive and super friendly and breakfast was pretty good but, after 5 nights of fighting for sleep and comfort, none of that matters! Instead of the much needed rest & relaxation I came to Hawaii for, I have new pains in my hips and lower back. I expected better from a Hilton property!

As a Hilton guest for over 10 years, this was the most disappointing stay I’ve experienced. The room had a noticeable damp, musty odor and did not feel fresh or comfortable. Housekeeping was inconsistent throughout our stay — trash and used dishes were often left behind, and fresh towels were not regularly replenished. Service was also below expectations. Interactions at the front desk and breakfast café felt unwelcoming, and the included breakfast was very limited, with items frequently missing from what was advertised. The most frustrating experience happened on our last day. After checking out in the morning, we returned around 2 PM following an ATV excursion, completely covered in mud, and asked if there was a hospitality room available for a quick rinse before our flight. We were told there was no option and no availability. In many years of travel with Hilton and other brands, we have never encountered a situation where no basic accommodation could be offered to guests in this condition. This stay did not reflect the level of service, cleanliness, or hospitality I associate with the Hilton brand. I am sharing this feedback in hopes that management reviews these concerns and takes steps to improve the guest experience for future visitors.

RUDE MANAGER. SLOW SERVICE. Stayed for our last night to easily fly home. Arrived at 3 pm (standard check in time) to check in, forced to wait over an hour for rooms to be cleaned. Requested help, treated very rudely by manager. When finally given keys, they did not work and had to go back to desk. Escalated situation to corporate, no help. Very disappointed.

Easy walk into Kapa’a for dining and to get bus. The rooms and building are a bit dated but clean.

We had reserved a Dbl Qn, Ocean View for 1 night. We were sent down the road to a 1Qn “Cabana” with a fold out. Key card didn’t work and this part of the complex resembled Section 8 housing. This was confirmed when the maintenance person who came to fix the key mentioned, unsolicited, to make sure and lock everything “down here”. The cabana was full of furniture and all the outdoor furniture. Had to rearrange the room to fold out the bed and then discover there was only a sheet and two pillows for the fold out. The inside lock was broken off so locking the door as recommended was not an option. We have stayed in the hotel before and were excited to come back. Being shoved down the road into a dodgy cabana was disappointing. The hotel did discount the room at checkout but refused to budge on the parking or resort fee, making the 50% discount and effective 25% discount. This was not an equal value to our experience.