Customer Ratings & Reviews
TripAdvisor Traveler Rating1869 reviews
Pools were unheated in Jan and were very small given the number of people they need to accommodate . They really need to expand them! Hottubs (there were 2 very small ones) were often closed or lukewarm at best. The main pool (the Super pool) was cold but ok/nice until the pump stopped working in 1/2 of the pool which made them have to close it. There was not enough pool space to enjoy given that we had to share them with thousands of other guests from other hotels. Locks on the gates were broken so basically pools were open to the public.while add'l access gates to pools were often locked forcing us to walk clear around the hotel in order to access the pool. VERY crowded, no umbrellas. Lagoon is nice but you must rent chairs and umbrellas ($100per day = 2 chairs,1 umbrella).Same with beach which was very crowded. Overall, not worth the money to stay here!
Filthy rooms and complacent uncaring staff
We were looking forward to this end of the year/Nee Year family vacation; unfortunately the room snd overall stay was way below par. The place was filthy: bathrooms and sinks were filthy, yellow stains with pink dirt around the faucets/sink, ice maker didn’t work and the master bedroom bed box spring wax broke. Housekeeping manager came and concurred; had the rooms cleaned. Ice maker and bed issues were not fixed during our stay. Practically a waste of money for us and unpleasant experience!!!
Illusion of luxury
Admittedly disappointed in the experience here. The room charge is half of your daily rate. The resort fees and taxes will double the anticipated rate yet really don’t cover any of the “amenities “ offered. There are significantly more guests than ability to accommodate them all. I felt nickeled and dimed to death. Water activities very expensive, lagoon very crowded (and smelly), and deck chairs extremely hard to come by. Beach lounge chairs and umbrellas are rented. Long lines for towels, coffee, restaurants. Way too many guests for the hotel’s ability to manage them. Way too many. This felt like myrtle beach hawaii…ifkyk. Not my vibe. This is not a true luxury accommodation. If you want luxury keep looking. Enjoyed coffee at the Tropics bar every morning:-). Skipped the 20 deep line for table service and hit the bar for cool bartenders and perpetual refills. Definitely better than the neverending Starbux line…
Grand Waikikian: Top notch Timeshare Stay!
Grace Benson at the Front Desk is outstanding--highly knowledgeable and very helpful. Her expertise makes your whole stay at this glorious resort special. The apartments are perfectly outfitted with every appliance you might need. Ivy in housekeeping keeps our apartment sparkling. The people at the bell desk are really helpful too. Finally, a beautiful beach , nearby shopping and restaurants --an ideal location combined with superb staff such as Grace Benson make this timeshare top notch and a perfect place to stay!!!
Big property, but lacking in customer service
We booked a 1 bedroom 8 months ago for 3 nights. Upon check in at 4 pm I was told that all they had is a handicap room. I asked not to have that type of room. After speaking with the manager and hearing our disappointment they said sorry because we checked in last that’s all they had and sent us on our way. We have never been to this resort and we’re not shown anything on the map (big property), our room number or where the elevator was located. The room was nice and big, but had a ramp to the balcony which my kids kept tripping over, no towel racks in our bathroom (Don’t all people need to hang towels) and no door connecting to the bathroom from the bedroom. The customer service and warm vibe was lacking. As we are Marriott members and always receive a warm welcome when we check in at their properties. At Hilton, this I guess is not the case. Be sure to stop by the concierge upon arrival as they have a discount card for food. We never received ours until our last day when the kind Concierge called to speak with us. When we picked up the card we realized we could have saved about $100 as we ate on site and off site at the restaurants. All this should have been told to us at check in. Tropics has yummy breakfast, NY deli’s breakfast has great service but greasy food. We found a Chart House around the corner within walking distance for yummy seafood and steak. After spending 3 nights at Aulani where their customer service and warm welcome was amazing, we just felt this hotel was a let down. Also, Aulani’s waterslides are amazing and the Hilton’s have odd hours and if one is open the other two slides are closed. Try explaining that to your children as to why that is.