Hilton Hawaiian Village Waikiki Beach Resort

We have visited the Hilton Hawaiian Village many times and it is always wonderful. A lengthy strike of the hotel workers had just ended days prior to our arrival, but everything was as it always has been - they haven’t missed a beat. We worked with Dean at check-in. He is so guest-oriented - friendly, accommodating and professional as well as personable. We always look forward to seeing Dean, Amelia, Kevin and the rest of the staff at Ali’i Tower. Dean and Amelia always make us feel so especially welcomed and valued. We always enjoy eating at Tropics where we had two exceptional servers, Thomas and Lois. They are long-time employees at HHV and know how to take care of their guests. The highlight of our visit was visiting with David Means, director of rooms. He does a fantastic job taking care of such a large resort. The grounds and beach were beautiful and well kept, as always. We can’t say enough good things about this resort. It is one of our very favorites anywhere. We can’t wait to return. Read less

When we checked in the front desk employee said that we were being upgraded to the "Diamond tower". When we got to the room I found hairs on the bathroom floor and on the toilet paper. Bugs in the bathroom, possibly baby cockroaches. The Latch on the sliding door had loose screws. When we came back at 10:30 pm from the Polynesian Cultural Center are room keys wouldn't work. When I went back to the guest services counter the employee couldn't find me in the computer. For thirty minutes I waited for them to fix the problem. Eventually a manager got me new keys to the room. When I checked out I spoke to someone at the desk and she assured me I would get a refund for one night. But what actually happened was they charged my credit card for $207.00 then refunded that charge. So I never got one night credited back. I called Hilton Hawaiian and could never get anyone to call me back. Left multiple voicemails for the financial office and they wouldn't call me back. Sent emails and they dont reply back. The resort needs work. Honestly, I would recommend staying somewhere else. I don't blame the employees on strike. It was loud but I support them. Read less

My wife and I decided to stay at the Hilton Hawaiian Village (HHV) for part of our honeymoon. While Hawaii as a destination is idyllic, this hotel is anything but. Due to the ongoing strikes, there was a significant lack of services. Rooms were not cleaned, we had to leave our bins outside our door for them to be collected and towels and toilet roll were left on a table opposite the lifts/elevators for guests to take on a first come, first serve basis. Since leaving, we have complained to HHV and been offered a refund of the resort fee. This was offered on October 8th and after chasing this multiple times we are still waiting to see if this refund will appear. I've never experienced such poor customer service from a hotel and its embarrassing that a chain as large as Hilton is allowing this to happen. If someone asked me if I would recommend visiting Hawaii, I would wholeheartedly tell them yes, but not to bother going anywhere near HHV. Read less

We stayed at the Ali Tower. I do understand we stayed after the strike was done. No one as the front desk at the Ali Tower when we checked in had to go to the main front desk. The beds and pillows were not comfy. Our pool closed in our tower closed at 6pm. Only 2 hot tubs at the whole resort and one of them was Hilton Vacation Club pool tower. Even the main big pool only was open till 9pm. We did things mostly during the day and did not return till 5-6pm and would like to relax at the hot tub and those also closed at 5 or 6pm. Barley anyone was at the Ali tower front desk at all. For being in this tower is not worth it we should had stayed in another tower we chose this since it said was upscale tower. It was not . Dont go to Dairy Queen for a late night dinner . They microwave everything and would not give us any mustard had to go Wikki Market place to get some and the lady was there was very nice. Dairy Queen people were rude and did not care. I am very disappointed in our stay and we will probably stay somewhere else next time when we come back. Read less

Hilton Hawaiian Village(HHV) Waikiki resort experience was very poor. Our first day at the HHV, I asked for connecting rooms since I booked the hotel for my in laws, but the other room was under my FiL’s name. I requested again in person for connecting rooms, and the front desk clerk assured me it would be connecting rooms, however the rooms were in fact not connecting and the view was not the “Ocean View” we paid extra for. The hotel rooms are outdated and dirty. Outdated as in motel 8 vibes and dirty like there were hair in the tub and spots of dirt/sand. The toilet was not cleaned and the sink itself still had left over residue. At around 2:30pm I found out my room had water issue within the bathtub. The water had no cold water at all. It was scorching hot and unable for human usage. I called guest service from one of the room phone and got told to wait for them to reach back to me when maintenance is available. They called back and said nothing is available yet so keep waiting. It was 4:30pm when I decided to call guest service back and they said there is no maintenance update yet. I asked to see if I can get a different room. The guest service on the phone transferred me to front desk and I was sent to voice mail. I reached an operator and they told me I have to go talk personally to front desk. Once I got to the front desk my wife told me maintenance guy came to check the bath out. My baby was sleepy so the loud entering of the maintenance worker woke him up. He was fussy. My wife had to calm him down. I went down to speak to the front desk and had to go back up as the maintenance worker finally came. The front desk clerk told me that maintenance had to check the room first. I was not happy and satisfied with that response. He also made a side remark that the room we were currently staying in “is a good room”. The maintenance guy did some work on the facet. He was in my room for approximately 2 hours. There was no resolution or fixed to the hot water issue in the bathtub, and at this point, it seemed like they did not want to switch us to a different room. The maintenance guy told me to leave the hot water running for 30 more minutes. I asked him what the point was and he didn’t really have a good explanation. I told him I rather just have a new room. He said he will call the hotline. Roach in my refrigerator. Our booking through Costco informed us, we would not be booked in the Rainbow Tower, however upon check in, the front desk informed us, our booking was in the Rainbow Tower. Unsure if the employees are trained properly to understand the different booking systems or codes, but we were told we were staying there at that tower. We already had a long flight and were ready to relax so we didn’t further investigate our bookings. We have the Costco email that states I wouldn’t be affected by the Rainbow Tower’s construction since I didn’t book the tower. But we got placed in the Rainbow Tower. I also paid and booked king size beds for both rooms, but instead I got a two full size beds. The construction was invasive and disruptive. We called and made a noise complaint as it was extremely difficult to relax through all that noise. Besides the first day of the hot water issue and not receiving the rooms we paid and booked, we didn’t receive the view we paid extra for as well. Additionally, due to the strike, it was extremely difficult to enjoy our stay with Hilton as we felt we were the workers, grabbing our own additional towels, toiletries, and taking the trash out so the workers available can do the minimal work and get to the next room as quickly as possible. We understood we could’ve requested for room service, but there shouldn’t be a need for a request, it should already occur when housekeeping would do their daily tasks and duties. We paid for this trip to enjoy and relax with our family, instead, we were stressed, overwhelmed, and exhausted from dealing with all the experiences I’ve mentioned above. I am requesting for a full refund of my stay including resort fees and parking costs. Someone was booked into the same room that had cold water issue and I felt so bad the he just tried to shower in the hot water. He said his stay wasn’t long so he didn’t ask to get moved but once his stay got extended he got a different room. This was when I saw him and asked him about the room. I saw him because my parent’s room was right next to us before we moved. I went to my parents room to check on their water since the did mention the cold was not running properly. They said it would be super hot and they had to play around with the handle to get some cold water along with the shower. Read less