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Ratings & reviews
TripAdvisor traveler rating18524 reviews
Subpar for a Hilton
Kinda disappointed at this particular Hilton hotel. We are locals and I'm a Hilton Honors member, and we stayed here for a weekend staycation. Pros: 1. great location if you don't mind walking a little to the main Waikiki strip. That also meant the beach area is less busy. 2. We stayed at the Rainbow Tower with lagoon/marina view, the view was great. 3. Pools are ok if not too busy. 4. Quick check in and check out Cons: 1. Customer service and hospitality could be better. Granted it is the pandemic, so spirits are generally down, but being Hilton and in the hotel industry, I would've appreciated a warmer atmosphere. 2. Since we're still in a pandemic, social distancing is still important. It's observed well at the beach, less so in public areas but still with some distance among the guests, but in the ELEVATORS? Forget it!! Even if there are signs, very few actually practice it and guests just pile in. It is practically non-existent during "rush hour" when everybody is trying to get back to their rooms after a day at the beach or pool. There are no staff by the elevators to remind guests about it nor enforce it. I'm sure there are cameras around, but nothing is done. 3. Had to argue for the free bottled water that is part of my Hilton member benefits. The Hilton honors Silver tier benefit includes free bottled water upon check in, and for some reason, this hotel decided to have guests get the water from the concierge instead of upon check in at the counter. We checked in after 6pm so the concierge counter was already closed so the front desk guy told me to just claim it from concierge the next day. There was only 1 concierge staff and she was already helping a guest book activities so I waited in line. I waited for almost 30mins, and during that time, the other guests behind me left coz it was taking a while for them to finish. When I tried to tell front desk staff that all I needed was water, they hurriedly told me to ask for it from concierge. When my turn came, she asked me for a "paper" that I guess is a claim stub for water?!? I said nobody gave me any paper, she asked me what tier I was, I told her Silver, and told me that it's only for Gold and Diamond members. This is completely incorrect because first, the front desk told me to get the water, and second, both the Hilton app and website still has it included as a benefit. That just ruined my morning. 4. The rooms are getting dated but still ok. They need new pillows though. The pillows look nice and plump, but as soon as you rest on it, it becomes completely flat. Had to fold the pillows in half to get any neck support. The mattress is a spring mattress, feels really firm compared to a memory foam or pillow top mattress Overall, it is ok if you get a good deal. I guess I had high expectations being the "mothership" of the Hilton hotels in the area, but if I were to stay at a Hilton in Waikiki again, I'll book a different hotel from the Hilton line.
Pandemic isn’t the issue...
We’ve stayed here before in the past but sadly will likely not stay again. We’re more than half way thru our 6 day stay for my boyfriends birthday and I feel guilty because I suggested we stay here to celebrate it. We should have chosen another hotel. :( To be fair, I’ll make a list of pros/cons: Pros: Location. The beach is gorgeous. One of the gentlemen at the bell hop station was very helpful at getting us a taxi. Cons: Other than the above mentioned service, there are huge issues with this property. Not sure if it local management or a bigger issue at the corporate level (I’ll know in a month when I travel and stay at another Hilton property to visit family). —Phone calls to front desk—it would sometimes just ring and ring. No answer. —Being woken up at 2:30am by leaf blower. (Use the broom or wait until a decent human hour). —No one (not even by phone) has checked or asked once how are stay is going or if we need anything. —Restaurant(s)/pool side bar—all closed-no place to eat inside the hotel. (This is not the case at other properties on the island. Restaurants are allowed to have inside dinning-just capped). —Waste of staffing-Obsessed with patrons wearing masks at pool to extent of have a face mask checker even though lounge chairs are 6 feet apart—but will have you wait in a huge long line to return or check out towels. Seems like this could be managed better—like one line to return, one to checkout? One line for services? They all are the same line and people can’t avoid getting less than six feet from each other. —No guest service rep for questions. Had a quick question, went down to lobby to ask. I was told to get into the huge line for check-ins. (Yes, I mentioned I just had a quick question). Lack of care for property: It has just declined. Sad. :( Concrete crumbling on steps with exposed rebar. Cloudy water in the koi pond. Loose paver stones on walking area. Room was clean except loose hair in coffee pot—not ours. You have to bag up your own dirty linens and towels each day and opt into housekeeping services, btw. This one is forgivable due to the pandemic. Anyway, I could go on and on. The hotel is worth about $125 a night, if you don’t mind the poorer service. We are going to look at other properties on the island for our future stays to the island.
Unbeatable sea view
Hilton diamond members received a room upgrade to a room in 31th of rainbow building facing diamond mountain and overlooking waikiki beach. Diamond member has 10 usd food credit per person which can be used any stores along the shopping street in front of resort. Unbeatable view! This resort has a large lagoon living stock of tropical fishes. Pools and beach were fantastic!
Not what it used to be
Hilton Hawaiian Village is Waikiki's only true resort destination located on the widest stretch of beach in Waikiki. Do as much or as little as you like on Duke Kahanamoku Beach & Lagoon, the world-famous stretch of pristine white sands and azure waters fronting the Hilton Hawaiian Village Waikiki Beach Resort. Unwind beside five sparkling pools, which include a 10,000-square-foot Super Pool and the multi-layered Paradise Pool, featuring dramatic waterfalls and the longest water slide in Waikiki. Enjoy an evening of musical entertainment as you savor a tropical beverage while watching the sunset. And every Friday night, our beachfront becomes the stage for a spectacular fireworks show over Waikiki Beach. In this inspiring setting, we provide our guests with a destination to find reflection, renewal and indulge in new experiences unique to Hawaii and Waikiki. This is how it used to be, but now only 2 pools are available, very few food choices, and hardly any entertainment. If you are planning a trip to the village this year, then be prepared for a completely watered-down experience. There is just not enough staff or places open to truly experience the majesty that the village is capable of bringing.
Awesome staycation will be back soon!
I want to recognize Cloris(she had brunette blondes with glasses she check me in & was very detail oriented with the stay, valet Sean & Stewart who was just awesome, Nancy, Pam, & sandy who answer all my questions through the hilton app & David front desk who checkout me out with a smile and answer all my questions with my future stay. Best stay EVER!