Grand Naniloa Hotel Hilo, a DoubleTree by Hilton

Customer ratings & reviews

TripAdvisor Traveler Rating

1835 reviews

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  Horribly Outdated

  The hotel is at a convenient location 10 minutes from the airport and less than10 minutes from downtown Hilo, with access to lovely beach alcoves both on property and nearby. The hotel is clean, and the bed fairly comfortable. The views were beautiful. These earned the two stars. The property is horribly outdated. The ceiling of my upgraded oceanfront view started leaking water within a couple hours of check in, creating a puddle on the floor (we were moved, but with no help and little apology). The elevator can be very slow. The front desk gives inconsistent and incorrect information about upgrades, and failed to relay our housekeeping-related request. Overall, the facilities feel decrepit and service is such that you don't feel welcomed. What a pity not to be able to enjoy yourself at such a lovely setting! I want to return to Hilo, but not to this hotel.

  Jul 17, 2025
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  Avoid This Tourist Trap – A Disgrace to the Hilton Name

  I rarely leave reviews, but my experience at the DoubleTree in Hilo was so disappointing that I feel compelled to warn others—especially fellow Hilton Honors members. Let’s start with the room. Unimpressive, outdated, and barely cleaned to a passable standard. Nothing about the space said “hospitality,” let alone Hilton quality. The check-in process was a mess. I had already checked in through the Hilton app, but when I arrived, I was told the room wasn’t ready. When I brought this up with the front desk manager, she didn’t even make eye contact—just coldly told me to “get in line” and check in the traditional way. She wasn’t helping other guests, just hovering behind the front desk agents. She could’ve resolved the issue quickly, but instead made it clear she didn’t care. This lack of professionalism was shocking—especially for a brand that claims to value its loyalty members. Room service was no better. There was no physical menu, only a QR code that led to a menu not even reflective of what was actually available for in-room dining. I had to go downstairs to the restaurant, place my order in person, and return to my room to wait. When my food finally arrived, it was in flimsy to-go containers. No table setup. No cutlery. Nothing. I might as well have ordered takeout from a fast-food chain. The entire property feels tired and neglected. The elevators are glacially slow, and the overall condition of the hotel screams deferred maintenance. This isn’t a Hawaiian escape—it’s a rundown, overpriced stopover that relies solely on the Hilton name to lure in unsuspecting travelers. Bottom line: This hotel is a poorly managed, low-effort embarrassment. Do yourself a favor and stay elsewhere. Anywhere else.

  Jul 13, 2025
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  Worst Hilton Experience- Fix your Mana

  Dear Hilton Customer Service, I am writing to formally express my dissatisfaction with a recent stay at your Hilton property—Double Tree Banyan in Hilo, Hawaii—during the period of July 11th through July 13th, 2025. My husband and I unfortunately experienced an unacceptable level of discomfort and unprofessionalism that is entirely inconsistent with what we’ve come to expect from the Hilton brand. Shortly after checking in, we became aware that the individuals in the adjacent room were hotel employees. During our stay, we were repeatedly made to feel uncomfortable and judged for normal, reasonable behavior. This included having our television on at a low volume (level 4), opening and closing our door and safe, using the iron, and setting alarms on our phone to wake up for an early excursion. These are all standard activities for any hotel guest and should never be a source of complaint or scrutiny. We were particularly disturbed to overhear employees expressing their irritation with us for things as benign as the sound of our luggage or the fact that I, due to my anxiety and insomnia, occasionally awoke in the middle of the night. These private matters should not be of concern to hotel staff, much less discussed in a way that is audible to guests. The behavior of these employees was highly unprofessional and invasive. It culminated in overhearing valet staff speaking negatively about us as we waited to check out, further compounding our frustration and disappointment. My husband and I are long-time Hilton Honors members and have had countless positive experiences at Hilton properties worldwide. This stay, however, was a rare and deeply disappointing exception. We chose DoubleTree Hilo expecting the level of hospitality Hilton is known for, but instead left feeling disrespected and unwelcome. I hope Hilton management takes this complaint seriously and addresses the conduct of its staff at this location. We would also appreciate a formal response regarding this matter, as well as reassurance that steps will be taken to prevent such experiences for other guests in the future. Sincerely,
SF

  Jul 13, 2025
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  Average stay, expected more unfortunately

  We had a rather average stay at this hotel. The rooms were not up to par with the expectations in comparison with the photos displayed while booking this hotel. We ended up switching 2 out of 2 rooms, as 1 was not clean enough and the other had technical issues. In addition we asked for rooms close to each other and the first set of rooms was all over the place. The service in general was ok, but nothing outstanding. But, the location was very good, the views are really great, the hotel is close to many different attractions/activities (by car mostly) and that was good for exploring. All in all, a mixed experience.

  Jul 12, 2025
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  Nice hotel

  The hotel is on Hilo Bay so you have great waterfront views, but there is no beach. On-site restaurant is good and there are eating places within walking distance. Rooms are nice and well equipped. The property is well maintained and the staff friendly and service oriented. My only complaint is the nightly "Resort Fee" that is added to everyone's bill. Yes, they give you drinks, free wifi, golf access, etc. but you do not have the option to decline those benefits. We would have been fine without those features. Also, upon arrival we were told valet @ $25/day was the only on-site parking option. Off site street parking was available, but I was reluctant to park a rental car there. I mentioned this situation to the front desk and it turned we were not being billed for valet parking.

  Jul 06, 2025