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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.
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 rating10776 reviews
Not worth your money
We did not know about the additional charge for parking and the resort fee of $100 extra per night The Matress was old and had holes or indentations and it was leaning to one side All 3 Jacuzzis were working with cold water and they said no one could repair them until the following week We could not enjoy a warm jacuzzi in our entire stay even though we were looking forward to it When we mention this to the front desk at check out all they did was $25 credit after we had spent $500 a night + for 3 nights The sink had a chip and the carpet was not very clean The DVD rentals stoped working 1/2 way through the movie and when we called they said it was chipped but nothing was done about it The location it self is far away from everything and when we went to get something to eat everything was very expensive and they did not have to many choices Just one restaurant with pasta choices The shops that are 1 mile away were also very expensive ($40 to $50 per plate and some even $75 or $80) Not worth your money for this place. Not worth the stars they have.
A Very Good, But Not Great, Experience....
Well, I was going to give this hotel 3 stars I was so close to do so, but I decided to give it 4 instead, I just can't give it 5, here is why: WHAT I LOVED: I really liked the way I was treated when I checked in, I went to this hotel to celebrate my birthday and they kindly upgraded me to a better room, EUGENE was incredibly nice to me, he is who checked me in, BECKY from concierge and CHELSEA from the boat tours were also my favorite people at the hotel, very nice and attentive. WHAT I HATED: This hotel has the worst and I mean the WORST tours and activities department I'd ever seen, I was so horribly attended by a very rude person whose name was WALTER, this is the reason why I can't give this hotel 5 stars and almost give it 3, this person was very awful to me by not helping me out, not responding my questions and doubts about a tour, standing up and saying ''I've the right to walk away from you'' and walking away for no reason, I even had to complain about him to Neil the manager at the hotel, (NEIL IF YOU'RE READING THIS, I'M THE ONE WHO COMPLAINED ON MAY 12 ABOUT THIS GUY FROM TOURS AND ACTIVITIES, HIS NAME WHO I DIDN'T KNOW AT THAT TIME, WAS WALTER), nobody who spends so much money in a hotel like this to relax and have a vacation should be treated this way. Overall my experience in this hotel was really good but not great. I hope that future guest have the chance to be attended by CHELSEA, BECKY and EUGENE as they were great and really made me feel so good, but also hope they can avoid the awfulness of WALTER if they go to the tours and activities in this hotel, anyway at the end I had a really good birthday vacation which was the point of making this trip, so as for that, it was really good.
Family trip - turtles and great service. Dated resort
Took kiddos over for a long weekend for some quality time. I have mixed feeling for this resort. The four stars are really mostly for the turtles in the inner lagoon, valet parking, and somewhat to the cabana crew. Here are my thoughts: Pros - the inner lagoon here is safe with a solid ecosystem. We love to swim and hang out with the turtles here. My daughter and I were able to see a lot of turtles and swimming along with them. They don't have a set time to show up. One early afternoon around 2:30pm, there were a big family of turtles showed up at the waterfall. We had a blast swimming with them. - the resort does keep up with the pools very nicely. My younger daughter loved the main pool and had a great time. - valet parking staff are friendly and helpful. - we rented a cabana at the lagoon for 2 full days we were on property. It was worth it. Please note that there are no folks taking orders at the lagoon cabanas. But they will roll out a cooler with few bottles of water, refreshing towel, some popsicles in the afternoon and on my first day, hydration mist. It was well appreciated. Enjoyed them during the break. - the icecream shop was good. Expensive but good. We enjoyed the treats. Cons - the train was so slowly and freezing my cold. I often joke the train is like a time capsule. You lose track of time when you board the train. Often times, it is faster to just walk.... It is a myth. - the palace tower is old and feel dirty. The sewer smells. The ice machine sounds like it is about to explode. There is some weird constant sound in my room all the time... - reservation for the cabana is a production. Took me a couple of tries to get to them. They told me I would receive an email confirmation which I never did. Took me a while to find out where they are also. Overall, I would come back for turtles for kids. People do work really hard here and service is overall great. They do need to do something with the aging property and the train on site...
Mahalo Hilton Waikola Village!
First and foremost I need to say a BIG thank you to Billie Joe at the front desk. He was so friendly and gave me some priceless information when it came to the rooms available and views. The room we upgraded into was worth every cent paid, and honestly made a great vacation into an EXPERIENCE OF A LIFETIME! Thank you Billie Joe (hope I spelled your name right). This trip was my gift to my husband for his 50th birthday and every interaction we had at this hotel with any staff was delightful. Every question I had over the app was answered quickly and any requests were accommodated promptly. We stayed in the Makai Tower room 4322, and this room's view is of the Dolphin Quest facility and the ocean. We spent most of our room time on the balcony watching the dolphins frolic at night, and during the day we watched the interactions with the paying visitors and trainers. It was like nothing we could have imagined. We are Diamond guests and there is a f&b credit you can use at specified places at the hotel. When you check in they give you a very detailed sheet that explains clearly how and where to use your credit. This is actually great because at other places I've been hit with surprises at checkout because I was not provided with the correct information, having it in writing was great because I frequently referred back to this sheet during our stay to pick where to eat or get a drink. The grounds are beautiful. The lagoon has so many sea turtles and fish. The art is amazing. I was looking forward to taking the tram or water boat around, but didn't end up riding either during my stay, we walked the grounds the entire time simply because of the beauty we were surrounded in, every inch of this resort has something interesting to see or notice. (Also it's nice to get some exercise in without feeling like I'm exercising). The Makai building has the best access to the parking lot, and when we did need to leave the hotel, it was easy to do so. While we were here we did the Dolphin quest experience and attended the Luau on Friday night. At the Luau, the bartender Sherry was friendly and deserves a big thank you for all her hard work. Thank you Sherry! I do wish we could have booked both experiences through the hotel to my room or my reservation so I could have earned more Hilton points, but that's nothing that the hotel has control of. Overall, this was an amazing vacation experience and we hope to return in a few years. This resort and the Big Island has definitely earned a place on our list to return to.
Beautiful environment, average resort
I accompanied my husband on a business trip here, so my experience was based on a brief 24-hr stay. We'd never stayed at a resort on the Big Island, and were pretty excited about it. Based on the sticker price (around $478/night), I knew it wasn't going to be over the top, but was expecting Hilton quality. I have to say, it wasn't great as I'd hoped. The room (Palace Tower with ocean view) was pretty small and dark and the bathroom was just okay. Definitely nothing fancy. The furniture was oldish and chipped in places, and the art on the walls looked like generic photos that come with frames (not a big deal, but it's nice when there's some creative decor). I suspect it hasn't been refurbished in many years. The balcony did have a nice partial view of the ocean and the lovely grounds. One of the bigger issues that guests talk about is how far it is between hotel room towers, and yes there is a tram running back and forth, but as it moves really slowly, it takes a while to get on and a while to get off. You're better off walking if you don't mind a bit of a hike. I think it was 1/2 mile or so from reception to the Palace Tower. All the meal options were pretty pricey, which I guess was to be expected. We ate at Nui, a nice open-air Italian restaurant - my husband's simple breakfast omelette was $27, and a full Rustica Roman pizza at dinner was $52. But the view was really nice. There were two other restaurants (a poolside grill with $24 burgers and a fancier place with $49 jidori chicken and $85 NY strip), but we didn't get to either of them. I can't speak of the hotel spa (didn't use), but the pools were fun - kind of Disney-like with fake rocks, slides, and waterfalls. I didn't swim in the lagoon, which looked amazing and allows you to paddleboard, swim and snorkel in a protected cove with turtles and fish. I'm not a fan of dolphin activities, but there were those, as well. All this to say, we didn't utilize a lot of what the resort had to offer, and maybe I would've had a difference experience if we did. What we should have done was rent a car and drive around the island, but with such a short trip, we didn't think of it. Next time, definitely. But I still wish the room had been nicer.