Hilton Hawaiian Village Waikiki Beach Resort

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

We booked a room here to spend a relaxing vacation with my parents and the experience was very sub-par. We were not notified ahead of time that the hire workers were on strike, otherwise we would have canceled our reservations. Upon arrival we found that union people were marching around the hotel and making a ton of noise so it was difficult to get any rest after our long flight. On top of that there was construction going on in the rainbow tower where we were staying. Our room was dirty (there was bird poop on the carpet!!) and we were told that we had to take out our own trash and dirty towels would not be taken. There was no housekeeping or room service, and some of the advertised restaurants were closed. Safe to say we are extremely disappointed in our stay and we are considering canceling our Hilton credit cards and choosing another hotel for our future visits to Waikiki. I encourage everyone on TripAdvisor to do the same. I don’t understand how Hilton could be so misleading about the quality of their Waikiki property. We spent a lot of money on this trip and we are extremely unhappy. Read less

We arrived on Friday 1st November 2024 to Hawaii to celebrate my birthday on 3rd .We had a problem with speedishuttle who were not at the airport as planned to pick us up and we spent time and took ages to get through to someone and eventually they arrived to pick us up. The driver notified us of strikes going on in this hotel. When arriving there were loud protests from workers with megaphones chanting for their rights of higher pay.They were really noisy and entered the beach that evening where there was a firework display .The display was wonderful but experience was spoiled by the loud chanting from protesters.Apparently these strikes had been going onfor 40 days and we were not informed and neither were our travel reps. This hotel is set on beautiful grounds and has beachfront.What I also find surprising is that there are no parasols around the pool areas-it'like they want you to pay extra for shade as there were some little sunbeds you could hire that provided sun shelter-this came at an extra cost of 100 dollars per day and this was the same as charge for deck chairs. Also the food choices in this hotel are really limited considering it is a hilton.There is a breakfast served in tapa bar where the scrambled eggs are always cold ...there were hash browns that were crisped all the way so you couldnt tell where the potato was. Also there are some restaurants in hilton like cjs new york dining that have slightly food choices but seem unwilling to do anything about their pidgeon and hygiene issues. (There were pidgeons walking everywhere and pidgen droppings everywhere)I mentioned this to server and they said they will pass on to manager. Do they not know that pidgeons spread disease? We complained about the noise and got our resort fee waived ...what is this for anyway? Also it seems they can do a better job of maintaining and cleaning this hotel. A lot of restaurants (boasts 15 on site)were closed and whilst majority of staff seemed friendly..some could do with some training to improve customer experience . Staff were questioning hilton honors members regarding water bottle texts and are not providing a good hilton service. Our room was not cleaned but we complained when there was no hot water and toilet backed up so they gave us an upgrade. Please consider when booking this hotel. To Hilton Waikiki -you could do better! Read less