Hilton Garden Inn Waikiki Beach

We had a short stay and the bell hop created a lasting impression on us! He offered great customer service, 10/10. We didn’t get his name unfortunately but he worked at the valet and helped with our luggages!

Read the descriptions of the property carefully. I didn’t and was surprised by the valet and resort fees. It’s an older place, centrally located within easy walking distance to the beach, overnight parking, great shopping and lots of restaurants. The staff couldn’t have been nicer. The room was small, well appointed, clean and loud. Street, construction and people could all easily be heard all hours of the night and day. Because of the pandemic, the gym and the Restaraunt were closed. They have an on-site convenience store that’s pretty well equipped with drinks and snacks. There’s construction next door for the foreseeable future on a large building project.

We went for our honeymoon and the manager, Lauren, made it so easy for us. She upgraded us and even gave us some drink vouchers, breakfast buffet coupons, & some cookies. The hotel itself is the best location, right in front of International Market Place + close to Waikiki Beach. I went to Holo-holo mart almost everyday due to their food + snack selection. The lobby itself is very relaxing and everyone seems to be in a good mood. We stayed for 5 days, then went to the Big Island for 3. During our stay in the Big Island, we decided to extend our trip for 2 more nights so we ended up BACK at the HGI. This is my favorite hotel in Hawaii! TR Fire Grill is also very awesome with great food.

Hotel first of all isn’t so great as seems. Bed and pillow are comfortable and location is great. Apart this for how much you pay doesn’t worth. Hotel policy that you discover after check in. Pool small and subbed super old. Beach towel so small that I couldn’t even fit. Amazing how arrogant is the booking manager. We asked for a daily housekeeping and in 5 nights they cleaned once always finding an excuse for don’t clean. I would like understand also resort fee with almost all amenities closed why we paid for? Not even a bottle of water in the room. For sure not an Hilton experience

On this stay I encountered the rudest hotel staff during my 20 years’ hotel-staying experience. A front-desk clerk, Lauren, snapped at me on the phone. Note that I am even a HHonors Gold member. . .. At the front desk, I heard that another Hawaii resident got waived for the resort fee (the amenities are closed anyway due to the virus situation) so I asked for the same thing. The manager agreed to waive the fee for this stay only. Because I never used any of the amenities and for being a Hawaii resident, I asked for adjustment of the resort fee to my stay 7 days ago. The manager declined my request. So I headed to my room. The room does not even have an ocean view, even though I am a Gold member. But due to reluctance to bother the staff again, I did not ask to change room. Instead, I unpacked and started a basic cleaning and disinfected the surface areas as I routinely do. Then, I noticed the glass shower door was covered all by streaks of watermarks, looking like it had not been cleaned. The cleaning staff came for a look and said it should not be like that and he would return and handle it. Since I already went over the floor with the disinfecting wipes, I was reluctant to let people in and mess up again. So I told the front desk that I could wipe it myself, given that it is just a one-night stay, but asked again for waiver for the resort fee from last week’s bill. After an hour, I checked again, which was when Lauren started her craziness. She said either the cleaning staff would clean the door or I need to change room. I was saying even that was inconvenience for me since I already unpacked and disinfected the area. But Laurent cut me off and yelled : “No, it is not inconvenience”, “No, there will not be any compensation”, “It was only just A water spot” (that was not true; it was not one water spot; the whole glass door had streaks of watermarks, or calcification of something, or soap scum), “We provided a solution and YOU would not take it”, ……. She has a higher voice and obviously a language advantage over me, an immigrant (she talked much faster than me in the least). The result was that I never got to finish my sentence and was choked effectively. And that set the miserable tone for my stay. Later the cleaning staff came but were not able to remove those calcification marks on the glass door– another first-time finding for me, since I never saw glass shower doors with stains that do not come off after cleaning in other hotels. Cutting people short is impolite even for everyday conversation and Lauren was doing that to a HHonors Gold member paying for the stay. It IS INCONVENIENCE for guests to check in and find that cleaning was not done properly. When I check in, I expect everything taken care of. Lauren single-handedly ruined my stay. The hotel adjusted for the resort fee, but they did not lose anything since I should have been given a lower Kamaaina rate for both stays. The hotel staff just acted as if they did not see my Hawaii ID.