Customer Ratings & Reviews
TripAdvisor Traveler Rating594 reviews
Food poisoning, extra charges, finger pointing, Hilton taking no responsibility
I’m currently sitting in our room at the Ocean Tower, holding back my son’s hair as he vomits into a bucket and poops himself inside out. After eating at the resort’s most esteemed restaurant - Kamuela Provision Company. … 36 hours after my husband and I filled out reports for similar food poisoning (full body evacuation), from the same restaurant. Between the hotel itself, and Hilton corporate, everyone is blaming everyone else and no one is taking responsibility for any of our concerns. Or even showing some sort of compassion. The day we were due to do the ‘timeshare sales presentation’, I was vomiting. My husband met the sales person, and said I couldn’t make it (and explained why), and then he came back to the room so we could tag team the toilet and the garbage bin. We got marked down as a ‘no show’ for the sales pitch, and got a $300 dollar surprise charge on our credit card. It gets better… when we booked this trip, it included a free car rental for 6 days. Fast forward to the trip and apparently this was a mistake, there is no car available (despite the confirmation email). We get a refund of $138, so we end up spending $560 (the cost of the cheapest possible car from the airport, for 3 days, and the cab fare to go and pick it up). And the finale… this morning I went down to reception, because no one had followed up with us about our explosive sickness and diarrhoea… because I am exhausted and in tears, because my son is crying because he wants to leave, but he is afraid to move more than 5 yards from the toilet. No one cares, not the restaurant, not the food and drink team, not the manager of this resort, not the Hilton group themselves. …Here is the piece de resistance … I was offered a credit on the valet parking that was on our bill. From the Manager on site. Nothing else. Our check out is tomorrow. If someone would like to reach out to us, we’d love to speak to them. We’ve reached out to the hotel, and the Hilton corporate team. Social media is a last resort.
Dead mouse on the bed
TL;DR: We woke up to a dead mouse on the bed. Here’s what happened. We booked a five night stay at the Ocean Tower property. Room 6051: First, the room was very outdated to the point that the water from the faucet smelled. Second, door to the room didn’t open properly and we had to try a few times before it actually opened. Then, that night, on April 28th (first night there), a cockroach came out in the bathroom area. Our final straw was when the room key did not work after we had gone for a swim. With our wet bathing suits, we went to the front desk to ask for a room change. The front desk did not offer any apology and had a nonchalant attitude. When I tried to explain my bad experience there, she cut me off and it seemed like she didn’t really care. We did get a room change, but when we went back to get our stuff, the room key did not work again. Of course, when we went to the front lobby, there was no apology yet again (different person, common theme). Room 2048: When I thought my stay here after the first night could not get any worse, we quickly found out that I was very wrong. On April 29, as soon as we woke up in the new room at around 9:00am, we found a dead mouse on the bed (pictures attached), which was not seen the night before. Apparently, my spouse had slept with a dead mouse underneath his back. We immediately reported this to the front desk demanding a manager to come to our room. No one cared to come to the scene for a while. I then called again and the front desk said (again with no apology) “”Do you want to come to the front to get a new room?”. I told her I want a manager to first take a look at the incident. She then proceeded to say “Okay, so you want to stay in the same room”. We just found a dead mouse in the bed we were sleeping in the whole night. Can you sound any more unsympathetic? Again, no one shows up for another ten minutes until 9:30am, so we end up going to the front desk in person to find someone. I finally found the manager who was actually helpful in remedying the situation by comping the stay and moving us to the newly renovated room. We thought we had finally resolved this situation at 11:30am, only to realize that the promised key delivery for the new room never happened. We had to go to the front again to get the keys to the new room. We weren't able to do any of the morning activities planned for the day, thanks to most of the staff members that showed lackluster customer support during our stay. It was a traumatic experience for a 4-star hotel(?) to have cockroaches/rodent problems in and of itself, but what made our experience even more terrible was the lack of support we received during our stay. This gave us PTSD, and my spouse still checks his back to make sure there is nothing when he wakes up. We sincerely hope that our experience serves a helpful review to this property for other travelers looking for places to stay.
They have a lot to work on to be on par with the Hilton name
This will be a long review but if you want honest advice read it entirely. Hotel/Grounds 1. Location is superb. The views are beautiful. 2. Its a huge resort, and when I mean HUGE is very large. 3. I was in the ocean tower building which is the very last building. To get there you have 3 options, shuttle, tram or boat. 4. There is barely any food options, the ones there close very early Room 1. 0 complains 2. I will say if you are staying in ocean tower make sure to call and request an upgraded room or you’ll be stuck in the very old part of the resort and those rooms are horrendous. 3. I did my research and asked the front desk which rooms had been renovated, I changed my package according to that. Dining (I’m very bias here, I am used to exceptional dining and multiple options in all the hiltons I’ve stayed at) 1. Only one or 2 dining options. 2. Nui the “Italian” restaurant is the only sit down. It is very pricey, and the food is bleh. It’s better to go off property. The customer service at Nui was horrendous. I’ve never seen ruder people. Transportation 1. Parking A NIGHTMARE, parking is all the way in the very front of the resort there are no other parking locations 2. Half the time the tram didn’t even take you to the ocean tower. On our last day it wasn’t even working and neither was the shuttle Overall it’s a great property, beautiful grounds but they have a ton to work on. I’ve worked hospitality for fortune top 50 companies and this resort has a lot to work on to be on par with the Hilton name
Dissapointing experience, will not return.
Should have been forewarned about Tram not working to the hotel, the limited hours of transportation to Valet, folks should answer their phones and make more information available on-line, felt like desk staff didn't have answers...Tram timetable, alternative transportation methods, how to help people with disability challenges, mainly service. The rooms are clean and decent even if I couldn't find info about what was available in room, the bed is comfy, couldn't hear the neighbors, housekeeping, valet and and Bell hops were all great. But my struggle to move about the hotel and the lack of easy access to my valet car, tainted my experience and solidified for me, I do not want this experience again. Sorry but I am speaking the truth.
Outstanding Hilton Grand Vacations Waikoloa Ocean Towers
The only review of this hotel that matters coming from someone who stays at Hilton properties all over the world. I’ve read the reviews and had my doubts. I spent 5 days here with my elderly father who has slow mobility. To counter the issue everyone dreads is getting from parking to ocean tower and how long it takes. Well , my tips would be to valet park and take the hotel shuttle for shorter wait times. Later on in the vacation we took the tram and it goes 3 MPH lol. You can also walk to the ocean towers it’s not the end of the world. Now that this least substantial thing to complain about is behind us ; the resort. You are in Hawaii. Hawaii is expensive and this resort is worth the money. A trip of a lifetime for some and a vacation for others in the tropics. We arrived the first night severely jet lagged . We opted to order in room dining from the Italian restaurant Nui Italian. Both the Caesar salad and sausage with peppers pizza were excellent and enough for two people. The next morning still jetlagged and neither the tram nor shuttle had started yet the manager on duty sent security to bring us to the valet . We did that the next morning until my elderly father and I got acclimated. What good service. Shout out to Security. Then we took the shuttle routinely between the valet and ocean towers to explore the island with our car rental. 99.9% of the employees we encountered at Hilton Waikaloa Village Resort were friendly hospitality professionals. We even met the hotel manager one day he was awesome too. He told me the beach just north of Waikoloa is a top 10 beach in the world. I would agree so you have that. The beach is just south of Westin. Waikoloa Village has shopping ; abc supermarket was cool. So the location is great. I will return someday and think some negative reviews based solely on the large size of the property should be removed by TripAdvisor llc because they make this a misleading and underrated property. Plan your vacation here.