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11110 reviews
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Jul 07, 2025Not Quite the Resort Experience We Expected
We recently stayed at this property as part of our Big Island trip, and overall… it was just OK. As a Diamond member, I’ve had consistently great experiences at Hilton resorts, but this one left us a bit underwhelmed. I was upgraded to a renovated room with a golf view, which was nice enough, but not what I’d hoped for. I asked about the possibility of something else—willing to pay the difference—and felt pretty brushed off by the front desk. Not a huge deal, but especially disappointing after coming from Maui, where the Diamond upgrade at another Hilton was truly exceptional. The property is MASSIVE—like, seriously huge. Be ready to walk a lot or wait for shuttles. The pools were a highlight for us, but unfortunately, there seemed to be little to no staff presence enforcing rules or managing things. We witnessed a few things that really shouldn’t have been happening in a family pool area, and it was clear there was no one around to step in. Food on-site was just OK. We found ourselves going to Queen’s Marketplace for better options. The spa was another "just OK" experience—not terrible, but definitely not memorable. I saw another review that called this place a “Hilton Garden Inn pretending to be a Hilton resort,” and honestly… that’s not far off. The service, amenities, and attention to detail didn’t match what we’ve come to expect from a Hilton resort-level property. One final frustration: we requested and paid for a late checkout until 6pm. Only later did we find out we were actually charged for a full extra night. That left a bad taste in our mouth and added to the feeling of being taken advantage of. We truly enjoyed our time on the Big Island and plan to return—but next time, we’ll likely stay elsewhere.
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Jul 06, 2025Great help from Destin M
We were staying here for 3 days on a holiday. This morning when I came back to the room from the gym, I found the room key did not work. The front desk sent Destin M to us. He was trying to help us open the door but his key didnt work either. He realized the battery of the door lock went dead so he quickly contacted the engineering depart and asked them to send over a guy to fix it. We really appteciate Destin's help. I would like to give him a 5 star rating of his service.
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Jul 04, 2025Lovely Resort but it's experiencing some issues
We stayed for the second time at Hilton's Waikoloa Village Resort June 22 - 27. There was a distinct difference between our visit last year and this year. Both times we have two rooms on our reservation as we travel with our four children (2 are adults 2 are minors) First the pros: At check-in, the gentleman who helped us out accommodated a Diamond Member upgrade and did all he could to get us ocean views. And he delivered, the views were phenomenal! We appreciated his efforts, though we'd hope we'd get to stay in Makai again, we had mountain and ocean views in Palace. The coffee shop in Makai is one of our favorites, love that for a quick breakfast. The grounds at Waikola Village are amazing. I could walk there for days, seeing the wildlife, the well kept plants and trees, and the walkways, all so beautifully done. Watching dolphins swim, seeing the fish and sea turtles, it's a one-of-a-kind resort in that regard. Towels were readily available, plentiful unlike our previous stay, they were on top of the towels for sure! **Dolphin Quest is on site, our kids did an experience with the dolphins last year and loved it, this year our daugher did the 'trainer for a day' and had a wonderful experience. The cons: Unfortunately there were more cons this year than last. Upon checking into our room (which was two floors up from our daughters' room) we noticed a considerable amount of hair in the bathroom. A collection of hair in the corner of the floor and the tub, and hair on the back of the toilet seat. I figured it was a one-off, got some things I had with me to clean and just dealt with it myself instead of having to wait for the room to be serviced again. I later learned our girls had the same issue, the hair in their bathroom was more obvious all over the tub itself. The cleanliness of the rooms was not Hilton standards. Which was a big let down. The rooms are dated, that doesn't bother me, but the mattress quality was sad. I have some back issues, and I might as well have been sleeping on a pullout sofa this mattress was so beat. Not sure if we hit a bad week, but the people there weren't the best at returning their used towels. I don't remember seeing piles of them around the lagoon in the morning like we did this year. That's a sad commentary on the visitors, and looks badly that the Hilton staff couldn't have that picked up by morning. And despite our gorgeous views, we rarely got to enjoy it. Almost every time we went on our balcony, we were overwhelmed with the smell of weed. Truly disappointed in how much we experienced that. Never once had this issue last year, and yet this year, we ran into it on walks and around our room, it really tainted the prestine Hawaiian environment. We did mention this at checkout, and they said we should have called security, maybe we should have, we weren't sure if that was the right thing to do. But it left a bad impression overall. While we would definitely return to the Big Island again, I'm doubtful we'd stay at HIlton Waikoloa Village again. It's a lovely resort, but there was clearly a decline from last year to this year. It's a shame becuase we're typically Hilton Loyalists. We stayed at another resort for the remainder of our trip and it exceeded all expectations.
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Jul 03, 2025Paradise in Hawaii
We were excited to return to The Big Island and the Hilton Waikola Village and as usual, we were not disappointed! An absolutely majestic property with caring professional Staff — like Don, our dedicated Bellman — provided effective and efficient service throughout our stay.
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Jul 02, 2025
One of our vacations!
Everything we could’ve asked for! From the moment we checked in everything was perfect. Annie at reception really went above and beyond to make sure we felt welcome and cared for. Thanks to her and the rest of the staff we will be long time Hilton customers. The hotel was simply spectacular. We loved the dolphins and sea turtles on the property and the luau was an absolute must! I can’t think of a single thing that would have maybe our trip better! Thank you Hilton Waikoloa!