TripAdvisor Traveler Rating

Hilton HQ should focus on the amazing potential of this property with the BEST beach access at Lydgate. Their contract staff for hula & ukulele lessons and tiki bar are friendliest compared to front desk (I.e., front line). I have returned as both a Hilton Gold & Silver membership and have travelled to over 89 countries to experience all brands of hotel chains. Only after my 5th visit to this property have I seen improvements since the oversight of newly appointed GM Marc B. E.g., fumigation, window washing. lobby tuck shop, furniture & smart tv updates etc. I have seen Marc be “hands on” with guests. His listening skills are impeccable. He will do minor tasks like hand out towels for guests waiting in line. An experienced leader SEES clients. This property needs focus on rejuvenating their front line staff at check in and also $$$ investment needed to save the dire situation with roaches in addition to old infrastructure requiring replacements / maintenance. If Hilton cares about their brand they would throw a “life jacket” in form of $$$ investment towards proper nurturing of this property to its full potential and glory. A re-training effort on “customer first” would shift the client engagement to a more focused and effective approach to gain guests’ trust for return visits (reducing need for sales). Much more can be done to gain a 5 star Hilton experience ?????? S.S.K.

The staff are lovely, but there are simply nowhere near enough of them. The front desk seems to only ever have a single person working, even at the busiest times. The property is run down. Lots of little things that don't work, that are just in the borderline of worth complaining about to seek a resolution: Poor lighting in our cottage, made worse by the fact that the blinds are missing the draw cord, so we couldn't open them for natural light. An air conditioner that *sort if* worked. A "trade in yesterday's pool towel for a new one" system, but there's never anyone there to trade with, because the one person working is helping a long line of customers at the desk. (Trying her best.) Everything is very dark...pathway between cottages and main building could use some lights. (Subtle would be fine, but it's *dark*). The dining options are mid. The tiki bar is kind of hidden and feels like an afterthought. (Again, the staff are friendly and doing their best, but the space is neglected and the offerings are just quick pub grub. Breakfast in the lobby "restaurant" wasn't bad. But it wasn't anything special. Some of the decor is beautiful, as though Hilton spent a lot of money 50 years? ago when they built it, but most of it is just kind of run down. The place needs a major renovation and a lot more staff.

WORST EXPERIENCE OF MY LIFE! TERRIBLE CUSTOMER SERVICE! On our honeymoon, we extended our stay and greatly regret it. They use third party booking companies and then don't honor the reservation. The front desk agents are incredibly rude and lack any level of compassion. Thr customer service line is equally as frustrating. We have 5 additional days at this location and I regret booking with them. BEWARE! NOT WORTH IT! Stay away from Hilton! Especially Hilton Garden Inn Kauai!

I haven't stayed at the Hilton Garden Inn Kauai yet (my trip is coming up in 43 days), but I wanted to leave a 5-star review for their excellent customer service. I initially made both a points reservation and a cash reservation, planning to cancel one. When I decided the cash reservation was the one I wanted to cancel, I read on the Hilton website that it could not be canceled since it was within 60 days. However, today I called the Hilton Garden Inn Kauai (not Hilton headquarters), and the kind staff member I spoke with cancelled my reservation without any penalty. I was so relieved!

This hotel should be knocked down and rebuilt from the ground up!! Terrible Terrible Terrible! We were first offered a cottage for 2 couples, which we thought would be great. We walked into it and it smelled of mold and mildew. The refrigerator was rusted on the outside from the dampness. The furnishings were from the 50's and the carpet was buckled from age and being damp. When checking out the bathroom, there was a cockroach on the wall. No way were we staying in the cottage. Back to the lobby where we were offered 2 adjoining ocean view rooms. The rooms were next to each other, but not adjoining. If we stood at the very edge of the window looking left we could see the ocean, which was a public park, and a 5 minute walk from the hotel. This room was clean, but the furnishings here were from the 60's. The lobby was also in need of updating. The rug buckled and there were old furnishings throughout. There was an older man who was a greeter, who was very annoying. He followed us around each time we were in the lobby, and told corney jokes he thought were funny. We ignored and avoided him as much as possible. Most of the other workers we came in contact with were very nice and helpful. We did not have our room cleaned for our short stay, but the housekeeper was very accommodating in giving us clean towels and refreshing our toiletries. The pool we used was small, but the bottom was full of sand. It was fine for sitting next to, but didn't use it after the first day because it was not clean. We only ordered lunch one day from the Tiki Bar. The food was good and plentiful., and the drinks were fine We did not eat at the lobby restaurant. If considering this hotel, turn and run the other way. This property is not up to Hilton standards by any means. Pay more and stay elsewhere! Never again will we stay here!