Hilton Garden Inn Kauai Wailua Bay reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.0
  • Location 4.5
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

1753 TripAdvisor reviews

TripAdvisor users rated this property 4 out of 5

In need of serious updating!

Sharon W on May 03, 2024

The staff at the hotel were welcoming, professional and very helpful. The restaurant food was excellent. The breakfast that we had there was delicious. The infrastructure is in serious need of upgrading. The cushions in the lobby are stained and faded. One elevator had the plywood floor exposed. Our room was seriously musty. Upon our arrival, I opened the slider to let in the fresh air. Our table in the Tiki bar was sticky and in need of serious cleaning and the water glasses were cloudy and did not look clean. Very disappointing for a Hilton property.

TripAdvisor users rated this property 1 out of 5

Horrible

Tammy J on May 01, 2024

A one star is too high. Our room was dirty. They put a mobile AC unit in our room that was taped to the window with masking tape. There was paint chipping off around the door. Several guests we talked to had similar bad things to say about this hotel. Don’t stay here, you’ll be disappointed,

TripAdvisor users rated this property 4 out of 5

Our family had a pleasant stay!

451belindas (Sturgeon Bay, Wisconsin) on Apr 27, 2024

This was a pleasant stay for our family and I would return. Pros: 1.) Location is perfect for getting around the island and the beach is excellent for little ones to explore. 2.)The Ukulele lessons were the BEST!!!! Do not miss!! His classes are so engaging and fun. A highlight of our vacation! 3.) Front desk is attentive; all employees were pleasant. 4.) Lydgate Park is wonderful. If you have kids, stay here for the parks and protected kids beach. 5.) The hotel restaurant served excellent dishes and had attentive service. The burgers, salad, and banana bread were delicious! The tiki atmosphere with the lights and music was mesmerizing. (con: the people bullying guests to tip the musicians, "because if they can afford a trip to Hawaii, they can afford to tip the musicians", should be asked to market somewhere else. Inappropriate for guests to be bullied. They can determine for themselves when it's appropriate to tip, just as the musicians can determine for themselves if the job compensates them enough to perform it. Guests are paying a resort fee on top of the hotel fees. They are not stealing the music; they paid for the ambiance.) 6.) Parking lot was renovated and is in perfect condition. (con: not enough parking spaces, so if you park legally, expect t be parked in in the morning) 7.) You can feed the koi fish! The front desk will give you pellets. My kids enjoyed doing this daily! 8.) They have a FREE washer and dryer to use, but just one of each, so good luck. But it's there if you need it and I made good use of it. 9.) I unexpectedly enjoyed the hula dancers. I just wish they had a better location than the lobby to perform. They are all very young girls who take lessons at a dance school and perform at various hotels on the island. I thought this was such a wonderful cultural experience and I really love how this school exists to give these girls this cultural gift. It's very unique and I'm happy these dances are being passed down to the next generation. If I lived in Hawaii, I would enroll my girls! The dancers did a fantastic job and I'm happy to see the hotel support this dance school. Tipping was never asked, but they do have a table of Hawaiian goods for sale. Purchasing from them is an excellent way to support this program. Cons: 1.) Cockroaches are a REAL problem. I live in Houston, so I understand, but this was out of control. I'd turn off the lights and they were EVERYWHERE! Lots of nymphs, so they're not just getting in, they're breeding in there. In their defense, all hallways are open to the elements, so controlling them must be near impossible. I somewhat figure you live with them or have toxic chemicals dumped all over, as that is typically how hotels "deal" with these things when guests complain. Have they tried bait? I hope so! I was really worried about bringing them home. I mean, truly there were probably 50-100 visible in our room at any given dim-light moment- not exaggerating. I went around with my phone's light when the lights were out and "oh dear". Don't leave any open food out that you plan to consume later. 2.) Hotel constantly ran out of outdoor towels, like every day. Why not just buy more? 3.) You must now pay for parking. I figure this is to pay for their new parking lot, but paying for parking feel inappropriate in this location. I was not happy because I planned this trip months ago when parking was free, so this was unexpected. 4.) After a long travel day/night, I just wanted to get to my room, pee, and freshen up, but noooo - they insisted that a bellboy help us. I told the guy that we just really wanted to do it ourselves. He wouldn't let that happen. The last thing I wanted to do after traveling so far for sooo long was make small talk and listen to him "help" us after the front desk already did. He was so incredibly nice, so no offense to him, but no thanks - really no thanks! Then we felt obligated to tip him, arrrg. We were ornery after that.

TripAdvisor users rated this property 3 out of 5

Affordable and nice location

Barbara M (Centerton, Arkansas) on Apr 22, 2024

My room was clean and nice with new fixtures and furnishings. The property needs some upkeep. Both ice makers were broken so I had to ask the restaurant for ice each day. No housekeeping service was available. The beach which many reviews noted as one of its best amenities was unfortunately closed because of all the April rain. The hotel obviously had no control over this.

TripAdvisor users rated this property 1 out of 5

Nightmare - horrible place

Reggie K on Apr 21, 2024

This place is HORRIBLE from a customer service standpoint. And, they are doing very stupid things for the hotel, their customers and the world: when I walked in to my room, the standalone AC unit's thermostat was set at 62F and the room was 61F! Absolutely ridiculous and unacceptable. The day in Kauai was cool to being with and there was no way this room would get up to a comfortable temp for me - like at least 75F. What a waste of energy (Hawaii uses oil to produce electricity!) and to make it worse, the "manager" tries to tell me that these units change temperatures on their own - that it wasn't done by a person, they just randomly change their temperatures! After waiting several hours, still below 70 in the room, they moved me to a different room. This hotel is very old, it has been remodeled, but not very well. If take a close look, it is filthy (the vent in ceiling in bathroom, look behind the furniture, etc.) The bed - they do not use a mattress pad, and they do not have a top sheet! The Keurig coffee maker is so old and gunked up anything made in it tastes horrible. I complained about that and they brought another machine that wasn't quite so bad, but still desperately in need of cleaning. And, to top it all off, in the new room, I leave for the day and set the thermostat on the Daiken split unit to 78. When I come back ready for shower and bed after 8pm, housekeeping had changed the temperature to 70! And,. the manager again tries to give me the ridiculous excuse that these systems change temperature settings by themself. I pity the poor koi in the porrly maintained murky water. Everything about this place is wrong. Unlike most of Hawaii tourist things, they know nothing here about Aloha or customer service.

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