Grand Naniloa Hotel Hilo, a DoubleTree by Hilton

Customer ratings & reviews

TripAdvisor Traveler Rating

1843 reviews

• 

  Not great and needs an update

  We stayed here because it seemed like the best choice in Hilo. In retrospect, maybe we should have gone with Airbnb. Pros: Room is fine, clean and has a lovely view of the water. There are two great employees: Luke at the front desk and Theresa is a server at the restaurant. It’s nicely situated on a point surrounded by Hilo Harbor, and there’s a pretty park along the water. Cons: Many employees don’t seem too interested in customer service. Sometimes there’s a long wait for the car valet and bellman and no one seems to know why The property has a seedy look overall and could use an update—everywhere. Restaurant menu is ok, not great. Overall it’s an ok stay. It’s not awful, but it could be a whole lot better

  Sep 14, 2025
• 

  Some Staff: GREAT. Other staff: TERRIBLE

  Some staff were GREAT. Luke, at the front desk was excellent. We booked a corner unit months ago - however, when we went to check-in, there was a “mistake” in the system. They moved us to a unit right above the pool - which was awful. Very loud from the children. Also, it felt like a downgrade. We spoke with Luke, and he moved us into a King Suite on the 10th floor - which was very nice. The valet team was great! Fast and efficient. The restaurant team was also great!! Friendly, fast, and great at hospitality. The Bar team was terrible. There was an older gentleman and an older woman - both were rude. I’d expect their level of service at a dive bar, not at a hotel. My husband went to the older gentleman to order a drink, he said “she’ll help you” (and pointed at the older woman). So my husband went to the older woman, and she said she’d come to our table to serve us. We waited 10 minutes at our table out on the patio. My husband went back in and ordered the drinks. She was very slow at service, rarely checked on us. We came again - same level of service. This time, we sat inside the lounge. She only checked on us once - we had to keep standing up and going to the bar to order. We still tipped her, but it was truly disappointing to experience that level of service from the staff

  Sep 03, 2025
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  Great Location, Poor Service and Maintenance

  The Grand Naniloa has a great location, but unfortunately that is where most of the positives end. Many areas of the property show signs of neglect and disrepair, which gives a poor impression for a hotel in such a prime spot. The biggest disappointment was that when we arrived to check in at 5:00 pm, our room was still not ready. This delay had a cascading effect on our plans and caused us to miss going to the Mauna Kea summit for sunset, one of the key highlights of our trip. It was extremely frustrating and negatively impacted our entire itinerary. Overall, the service and accommodations left a lot to be desired. While the location itself is good, the lack of attention to detail and service makes it difficult to recommend this hotel.

  Aug 31, 2025
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  Not what you’d expect from a Hilton Property in Hawaii

  Not what you’d expect from a Hilton property. Roaches in bathroom, woke up to water on the bathroom floor from a leak in bathroom plumbing. The air conditioning was very noisy, kept cycling while trying to cool room. Self parking was on the street basically mandating valet parking at $25/day.

  Aug 25, 2025
• 

  Tranquil though a bit tired

  The Doubletree in Hilo seems a highly underrated property. It has a perfect view of Mauna Kea, wonderfully pleasant and helpful staff and a great restaurant. Yet, it calls itself a resort while the grounds that envelop it are small, there is only a kiddy size pool and it has no beach, tennis court or golf club. It has a relaxed atmosphere which sets it apart imho. Management makes sure noise from maintenance activities is kept to a minimum and only occurs at a reasonable hour. The lobby bar is a great venue for meeting other guests or getting together with your group for a drink. The restaurant also has a bar and this comes with two large TV screens for sports watching. I really enjoy the innovative and delicious drinks in either bar. The food in the main restaurant is excellent and totally worth it for breakfast, lunch and dinner. My loco moco short rib Korean breakfast dish was superb. If there are things that seem a bit disappointing it may be that management no longer offers a dining credit against the $39 daily resort fee. The decor in the common areas is generally plain with white hallways sparsely decorated with some artwork that tries to compensate for a clinical, institutional feel. Maintenance seems lacking in that paint is peeling on many heavily used surfaces like elevator and in-room doors. Besides that, the sliding doors in my room seemed to not have been cleaned in many years, for example. For an intentional visit to east side attractions as well as if you want to get away from the crowded resorts on the west side without giving up hotel amenities, the Doubletree seems like a good option.

  Aug 22, 2025