Hilo Hawaiian Hotel, Trademark Collection by Wyndham

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2568 reviews

• 

  Hotel does not value customers

  The room was fine, location was great. Service was awful. Wyndham corporation has lost my family, friends and company business. We paid for late check-out. I received a confirmation that my request was approved. This was to all the information I received regarding late check out. Our key stopped working at 12pm. We were never informed that when paying the additional $30, you also need to get your key remade. We went down and the reception had no idea we had late check out and proceeded to tell us how check out was 12. Finally they rekeyed our room, key did not work. We went down again, a staff member offered to let me in and told us that we shouldn’t get charged because we spent 30 minutes trying to get into our room. When finally checking out, one of the ladies at reception was incredibly rude and defensive about the situation. I requested a refund, multiple times was told they I should’ve known to get my key remade. How was I supposed to know this? I was never told? If it was simple as that we would’ve easily done that. At this point it’s not about $30, its the principal that a hotel has acted in such an unprofessional manner. I can guarantee any other large hotel corporation would’ve handled this in a more professional manner. I do not recommend staying at a Wyndham hotel if you are going to request and pay for early check in or late check out.

  Nov 05, 2026
• 

  Hotel Won't Fix AC

  AC cut out on day 2 and no maintenance personnel were available to fix it. This is just the cherry on top of a wave of senseless cancellations that have ruined my vacation.

  Oct 29, 2026
• 

  Only down side is the hotel needs some renovations.

  The Staff were warm and friendly they were top notch, The location was convenient, the scenery was great. the room were comfortable but they were dated the carpets through out the facility were showing there age the room lacked some of the modern amenities. one of the 3 elevators was out of service. The rooms should have more mobility accessibility for older travelers. some of the building in front need to be rebuilt.

  Oct 29, 2026
• 

  Better than Grand Naniloa

  Hilo Hawaiian is the best hotel in Hilo. The Grabd Nanalia next door thinks it is abd is much more expensive. Start with the parking - Hilo Hawaiian is close parking, covered(you need it as it rains a lot) it is paved everywhere and very well lighted and it is FREE. The Grand Nanaloa parking is all open, only Valet at $45 per day is even paved(by the way Valet does not run 24 hours) the self-parking is across the parking lot and across the street. It is a gravel and dirt lot, full of big holes full of water and mud. It is dark as poorly lighted or not at all plus the topper for this very poor terrible self-parking it is $15.00 night. Hilton and Double Tree should pull their relationship as this place is an embarrassment! Ok the room and view was ok but was $450 per night for what was there “best” suite. Crazy small and a soaking tub that was mostly in the living room and was all the same room to the bathroom. Very odd. Food service was odd. A dinning room with almost no people in it as prices were crazy high. Hilo Hawaiian has a great dinning room and open all day.

  Oct 20, 2026
• 

  Great location, but two ruined nights

  UPDATE (Oct 15): After I raised these issues with Wyndham, the hotel responded the same day. They apologized, agreed in writing that the original $71 credit did not adequately reflect what happened, and refunded two nights ($517.05). That kind of accountability is rare, and it changed my view of this property's management. The problems below were real — but so was the way they made it right. Stayed Oct 8–12, 2026 with my mother. The location and oceanfront view are genuinely nice, and the managers we dealt with (Ala and Jerry) were kind and professional. But too much went wrong: • Our first room's A/C failed and leaked, leaving a pool of water on the floor beside my mother's bed. She has health conditions and struggled to breathe in the hot room. We were moved to another room. • At 4:20 AM the next morning, a false fire alarm emptied the building. I walked my mother down eight flights of stairs. After the automated evacuation message, no announcements explained what was happening or when it was safe to return. • No microwave in the room — the hotel rents one for $5 a night. • No free breakfast, and the on-site restaurant prices are steep for what you get. The hotel removed two nights of resort fees ($71) for the trouble. Fair, but it doesn't cover two ruined nights. I expected better from a Wyndham property.

  Oct 17, 2026