Wish you were here?
Hotel overview
Location
WaikoloaProperty information
{{title}}
Hotel details
Hotel advisories
General policies & fine print
Check-in Policy: Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy: Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy: This hotel cannot guarantee a spring-break-free environment.
General Information:
Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
- Local calls and 800 access calls
- Internet Access/Wi-Fi Access in guest rooms and all public areas
- In-Room PlayStation 3 Console with unlimited movies and games
- Daily cultural activities including Lei Making, Hula, and Ukulele Lessons
- 20% discount on Lagoon Beach Toys (non-motorized)
- Keiki Pool Activities & Scavenger Hunt-Schedule listed on the back of Resort Activities Guide
- Fitness or Yoga Class at the Kohala Spa; One class per person, per day from the existing fitness schedule. Space is limited and reservations are recommended.
- Pool Toy inflation at Kona Pool and Lagoon Beach recreation desks. Inflatable pool toys will be available for purchase or guests may bring their own.
- Big Island Bird Talk with resident wildlife specialist. Daily at 10AM in the Main Lobby. The talk will last approximately 30 minutes and reservations are not required.
- Complimentary Photo Session and receive ONE (1) 4”x 8” photo. To schedule session, please visit the Resort Photography Desk located in the Main Lobby, next to Kona Tap Room
The above list may not be comprehensive. Mandatory hotel-imposed charges may not include tax and are subject to change. The hotel can provide current charge and inclusions when you check-in.
Ratings & reviews
TripAdvisor traveler rating
10665 reviews
-
Dec 02, 2022Rude and uncaring
Flight was delayed until the next day. Tried to check in and was told our reservation was cancelled due to a no show, even though the travel agency had called and told them we would be a day late. Additionally, we had a luau scheduled and paid for at the resort for the day after we were supposed to arrive. Whenever I called them to ask about rescheduling, since our flight was delayed, they told me it was a 72 hour notice to cancel. They did offer that if I would take a 2 hour tour of the property, they could get me tickets for $87 a piece even after I had already paid. The person at check in really did not care about our situation. He was rude and uncaring.
-
Nov 30, 2022
Sadly not very satisfied
Unfortunately a lot of dissatisfaction of our stay over Thanksgiving week. Uncomfortable beds, towels rough and too small, lack accommodations. Customer service and welcoming to the hotel was lacking not even concierge was helpful with anything. Pools were freezing and no hot tubs open since under construction along with the waterslide which was main reason we booked this hotel. No sand at the beach so unable to hangout near water. Food options suck or don't exist. Classes offered were always too full to accommodate even though we were 30 mins early evey time. Overall I would not stay here again which is sad because the grounds are beautiful...potential is there but lots of improvement to be made!
-
Nov 28, 2022A very nice and relaxing resort – great for kids
Much larger than I thought it would be. It has a tram system and boats to transport guests from the lobby to their building and from their building to the lagoon they created and perhaps other places on the property I don’t even know about. You need these modes of transportation because they have you park your car or have it valet parked after you check in. You can schlep your luggage yourself on the tram or boat or obviously have an hotel employee bring it to your room. We first went to do some food shopping and brought it and some of our stuff on the tram. Unfortunately, we got off the stop before we should have and had to walk quite a bit to get to our building with some pretty heavy stuff. It was fun, though, because we walked through the museum of oriental art objects lining the walkways. They were interesting and attractive pieces. We got to our building and it was pretty big with an open atrium. They have a soda vending machine at $3 per bottle at the bottom by the elevators. Available for guest use is a microwave and ice maker, only not on the floor we were on. The room is very large and nicely laid out and decorated. We particularly like the very large side tables by the bed. We have medicines, tissues, CPAP machines drinks, etc. and need all the space we can get. There’s a fairly big balcony. A large, quality TV with a good guide is very welcome. It sits on a nice, decent-sized piece of furniture, which even has a DVD player in a niche and ample table top for more stuff to put on.. I appreciate the decent sized refrigerator and the coffee maker with good coffee in it. The sink is out in the open with bright lights around a large mirror and a big counter, and has some very good shampoo, conditioner, lotion and soap. The toilet and the shower/tub is in a separate room. The towels are a bit of a disappointment as I would have expected lush, thick towels in a fancy resort like this, but they are acceptable. The HVAC system works very well, changing the temperature in the room very quickly. That is exceptional. There is a table with two chairs and a couch that will seat three people. Finally, there is a large walk-in closet with safe that will accommodate a 15” laptop. Nice. It’s a very pleasant room to spend five nights in. I should mention that they have two nice shopping areas just 2-3 minutes away. A couple of places to buy groceries, several restaurants and even a movie showing three movies are available there. There are at least a couple of restaurants in the resort, itself. The Italian one looks nice, but is quite pricey. It took 280,000 points for our five nights, but I have no buyer’s remorse. It’s a very relaxing environment, where you don’t even need to run all over the island to have a nice vacation. If you just want a hotel, you may not want to be in this somewhat isolated location. It may be particularly suitable for families with young children as the lagoon beach is completely contained and you don’t have to worry about your child’s safety as they run into the water. Almost every beach in Hawaii has signs warning about the various dangers that await you should you have the courage to step in, one of the reasons we hve never stepped in. The kids I saw there were having a grand time. Even the adults enjoyed the big peddle powered boats, surfboards with paddles, kayaks, etc. So it depends on what you want and what you need. If you do come, I don’t think you will be disappointed.
-
Nov 28, 2022
Pre-Pandemic Hospitality
The hospitality here is absolutely phenomenal. I would put it along the same lines as Waldorf or Ritz properties that we have recently stayed at, and I’m probably the most critical of the industry when it comes to the front desk. We were beyond fortunate to have Luis checking us in and familiarizing us with the resort. I would say Luis is probably the most memorable hotel employee I have interacted with post-pandemic. He was professional, knowledgeable, generous and when you interact with someone who loves what they do you can absolutely tell. Hilton, do not let Luis leave your company. He is an incredible asset. Housekeeping was very consistent. Fresh towels daily and our trash removed. We were left flowers and a note each night on our pillows. Many other guests complained about the size of the resort, and that’s interesting to me. My wife and I travel with a one year old and we could easily walk from one end to the other (across all three towers) within fifteen minutes. If you’re an average human this is not some physical feat. They also offer a tram or boat if your feet get too tired. However, we can’t forget to touch on the cons. One was that due to the sheer size of the property (it’s not small, still only 15 mins to walk though) some of the outdoor/common areas seem a bit awkward or dated. It’s impossible to have a resort this size completely renovated. The second one is far more important and that’s with food and beverage. The quality and price of the food here is off, as well as times and locations. If you’re wanting to stay at the resort and not leave at all you will have to do some planning to know what is open and where to be at what times. Also, like I mentioned, the prices are off. Expensive for even Hawaiian prices (and we live in the Bay Area). Advice would be to rent a car and check out plenty of the restaurants in the shopping centers and hotels close by. We found some winners. Overall, when we return to the Big Island there is no doubt about where we will stay. Please try not to listen to the reviews that say the hotel is too massive or the service was terrible… they almost changed my mind and I’m really happy they didn’t.
-
Nov 26, 2022Terrible across all areas!
From the moment we arrived, the service was terrible. We weren't allowed to check in until we moved our car to the carpark, however the valet parking attendants didn't even provide directions on where to go. The property is huge and has a very inconvenient layout. Check in process was ok, however they gave us the wrong room number. It took 20 minutes to get to our room (due to the poor property design - 3 towers spread out, with either walking, waiting for a monorail or boat which both operate extremely infrequently, and both move slower than walking pace), but because we were given the wrong room number, we had to then go 20 minutes back to the check-in desk. They ask you to txt if you have any issues, as opposed to calling for assistance. Our shower didn't work, and the txt response was rude and unhelpful. The breakfast food was disgusting, we didn't eat onsite again because it was so awful. Staff were rude. The room was dusty and so many things were poorly designed. Our bags even got delivered to the wrong room when we called for them. Do not recommend.