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Resort Details
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11039 reviews
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Nov 30, 2024This Property Has Declined
Spent my 60th birthday here through the resort pass. Stayed here on a resort pass eight years ago and loved it. Grounds are beautiful. Lagoon area and pools are still lovely. What happened to the boats? We used to love them. Waterfall in main pool area gone. Water slide across from lagoon closed. Paid $50 for a teriyaki burger with yam fries, a water and a lava drink. Burger meat was bland. Only ate half. Drink sizes have sure declined. $48 to park your car for the day? Good thing my overpriced, underwhelming burger charge was high enough to get my parking validated. Will not be back. First bad review I have written in many years of any establishment. I am usually an encourager. Left after four hours. Disappointing.
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Nov 30, 2024
Dirty, disappointing and ridiculous prices
Spent Thanksgiving week here with the family. While the grounds and location are beautiful, the hotel itself is dirty, dated and lacking. We had two rooms in the Palace Tower. The first day my husband and I found 5 cockroaches in various locations in our room (bathroom, closet, walking across tv..) and the room smelled like cigarette smoke. After talking to reception, they offered to give us a different room. We lost our beautiful view but I could not sleep with roaches. The building is under construction and everything is grimy and dusty. There was a spilled drink in one of the elevators that was there for three days before someone cleaned it! We tried the hotel breakfast buffet $55/ a person and were totally underwhelmed and disappointed, not to mention how utterly disgusting the carpet and walls are in this area. Shame on Hilton for the level of filth that covered that entire dining area, not to mention the price for a BASIC hotel breakfast buffet. We then tried the Italian restaurant for dinner because we were too tired to venture off property. Food was mediocre, service was slow and staff was stretched too thin. The prices in line with everything else at the resort, ridiculously high compared to other establishments on the island. There is only one cafe and its on the complete opposite end of the property from the Palace Tower so quite the walk just to have an $8 cup of coffee. The property is expansive and it takes a long time to go from one place to another, walking through the main walkway (also dirty and rundown) or taking an incredibly slow tram (many cars with broken AC). Boats were not operating during our stay except for once when trams broke down. We got stuck for ten minutes in the middle of the moat because of algae. The self parking is $50/day and you need to plan 20-30 minutes each way just to get from room to car if you are staying in the two farthest towers. We did enjoy the pools and the lagoon. There were lots of colorful fish and sea turtles to see every day. Overall, the staff in all parts of the hotel seemed unhappy. We tried to make the best of it but I will not be coming back. We paid a premium due to it being a holiday and there was nothing about this place that was worth $500/night!
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Nov 27, 2024Bummer return visit
We visited this property in 2022, staying in the Ocean building and had an awesome time. This year we stayed in the Palace building. What a mess. Our room was next to the courtyard, which was across from daily room renovation construction noise - including skillsaws from 7 am to 4:30/5 pm - which soon was replaced by birds! No advance notice about the room construction was given at booking, the website or upon check in. Bring ear plugs for the birds they start at 5:30 am and stop around 6:30 am. The birds return at 4 pm ish and go until 5:30/6 pm. I wish I could post the video I took of the dueling banjos of birds and skillsaw. Trams unreliable. Sometimes they didn’t start until 8:00 am. Super long waits to catch one so you were better off walking, which in itself was a haul. No boat service. Food prices through the roof. That was expected. Kohala pool water slide closed the entire stay. Pools cold. Pool towel availability was spotty. Refillable Water bags are given to you instead of bottles. They need to be rinsed multiple times before use to get rid of the plastic taste. Staff was helpful and the Nui bartenders super friendly. Sad to say that this property is off our list. Kids are older and it doesn’t make sense to pay for the lack of amenities if we aren’t spending the day on the property.
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Nov 26, 2024
Not coming back
Terrible hotel, never will go back. Huge expansive place so have to walk huge distances to find coffee, food, the pools, the front desk etc. lose you key? Walk 1 mile back to the front desk. They have an old school style monorail subway type thing but it’s slow (walking is faster) and doesn’t come very often. Also, the pools aren’t heated so the water is cold. And food and drinks are more expensive than nearby competitor hotels. Lastly, lots of construction noise in our building with no notice. See pictures.
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Nov 22, 2024
Resort OK - post visit customer service VERY POOR
Our visit was good, and the resort is pretty well maintained, for as old as it is. Our disappointment came after check out and we received our bill. They had double charged us for parking, by charging a Self Parking fee AND the Valet fee that we did use. After chatting with them, they agreed to remove the Self Parking fees. Their comments made me feel like I should be grateful that they fixed their own blatant error. Additionally, as a Diamond member, we should get a $36 daily food and beverage credit for items charged to our room. They did give a credit for the days we ate at Nui Italian and the Lagoon Grill, but did not give us a credit for purchases at the Coffee shop in the hotel. At check-in the agent recommended the coffee shops to us, knowing we were diamond members, and made no indication that they were NOT part of the hotel. When purchasing food and beverage items AT the coffee shop there was no indication that it was not Hilton managed, AND I was able to charge the items to my room. After talking chatting with Hilton afterward, they said it is not part of the hotel and they would not reimburse any of my F&B charges for those days. Based on how unclear this was (not obvious that the coffee shop was not part of the hotel), I would almost state that their practice here was deceptive. I am sure I am not the first visitor this has happened to. I will not be staying here again. A less than satisfied Hilton Honors Platinum Member