Hilton Waikoloa Village

Customer ratings & reviews

TripAdvisor Traveler Rating

11099 reviews

• 

  Hilton waikoloa Customer service

  I recently stayed at Hilton waikoloa and needed assistance with directions to the restaurant Nui and was met with officer Destin and I was greeted with a welcoming environment Destin had a very positive attitude and a big smile and overall made the experience at Hilton awesome Destin provided one of the best customer services I have ever received while staying at Hilton Waikoloa

  Jun 19, 2025
• 

  Nice but with tons of extra costs

  Beautiful property! The views are gorgeous!! We stayed in the Makai tower, which I highly recommend. It’s close to the parking lot (SO helpful in this huge resort!) and the big pool. It’s not updated, but we didn’t care. We didn’t go there to stay in the room! The beds were comfortable and it was clean and it was serviced daily. We also had a view of the mountain and partial view of the ocean, which I wasn’t expecting. The coffee shop is great for breakfast. The buffet was nice, but overpriced. The other restaurants on property were priced way too high, as well. We ate at the Italian restaurant and the prices were insane. The pool slide and lagoon were fun! Surprising to find a few fish and turtles to enjoy when snorkeling! They rent out too many large items for that small lagoon, though. They should only rent out snorkel equipment and paddleboards!! The hotel placed a room charge for the total amount of our entire stay on our card at check in, which was really frustrating! Our written agreement when I made the reservation said they “may” do that, but that’s all. I’m used to a smaller deposit being held. In addition, their resort fees and taxes doubled the price of the room reservation!! That’s not Ben counting the ridiculous fee of $55/day to park in their wide open lot. Overall, the location on the island and the views made this a nice place to stay, but be prepared to be nickel and dimed.

  Jun 19, 2025
• 

  Definitely needs remodel

  As others have said, the rooms and some common areas are in desperate need of a refresh. Actually, make that a complete remodel. We stayed in the Palace tower and it’s very clear rooms have not seen any attention since at least early 2000’s. One need only visit the breakfast buffet dining room as an example of the terrible shape parts of this hotel are in. Carpets worn and dirty, furniture chipped and cracked and an odd looking rusting machine in the middle of the room that may or may not have been an a/c unit. If it was, it wasn’t working as it was desperately hot and muggy in the dining room. Speaking of dining, as others have said as well, it is very expensive to eat at all outlets. One of the strangest aspects of this property is the sheer lack of dining choices. Other than grab and go from the lobby coffee shop, you have one option for breakfast and that’s the $55.00 breakfast buffet. As well, there are only two options for dinner not including the tap room which does not serve full meals. We ate at the Italian restaurant, NUI one night and the service and food was very good, but $74.00 for a large pizza is extreme even for Hawaii. Two Dole Whip frozen treats poolside will run you $20.00. I can’t imagine bringing a large family here and paying those prices. On the positive side, the grounds and pools are stunning and well kept. Personally, I don’t see any reason why this property does not spend the money to remodel/refresh other than they just don’t want or fell the need to do so. As long as people keep paying the exorbitant prices to stay and eat I suppose the management company feels “why should we”.

  Jun 15, 2025
• 

  After that experience it feels like a motel 6

  I stayed at the Hilton in Waiakoa Village recently and was genuinely disappointed by the unprofessional behavior of the valet staff upon arrival. When I pulled up to unload my luggage, two young valet attendants immediately insisted on parking my car for me. I politely said I just needed a moment to unload my bags and would park the car myself. Instead of assisting or stepping back, they told me I couldn’t park in the unloading area—even though it was clearly marked for just that purpose. It became obvious they were trying to push valet service unnecessarily, likely for tips. One of them even rolled his eyes and said, “Please help me make my job easier,” which came off as both rude and manipulative. This kind of pressure is not what I expect from a Hilton property. Guests should be able to check in and unload without being made to feel like an inconvenience for choosing self-parking. I hope management addresses this, as it sets a poor tone for what was otherwise a beautiful location

  Jun 10, 2025
• 

  Don’t Stay Here

  If I could give it ZERO STARS I would. Where to start...Before arriving, we left two voicemails and an email with the wedding coordinator to attempt to have our ceremony on site, she never replied. So we got married off the property and spent our thousands of dollars elsewhere. We called Hilton and were told on the phone we could get the inclusive package when we arrived, then once we arrived we were told sorry, no can do. So mainly ate off property, spending our money elsewhere. Let's talk about the deferred maintenance! Hilton is not putting the money back into this property and it shows. The air conditioning in the breakfast buffet area was broken and had been for 2-3 weeks. It was miserably hot in there. A group of guests got stuck in an elevator, the doors would not open for about 30 minutes. Scary! The same group got stuck on the tram when it broke down the same day. The trams are the worst part. They trams barely ever work. There's a boat, sometimes, but it only sort of worked one day, kind of. One car on the tram's air conditioning has not worked since last year. It's a very long walk dragging suitcases to the two towers, especially when one of you is disabled with a blown out knee and the other is recovering from a broken foot. At least we weren't in the furthest most expensive tower. The second day, we needed new towels and were told they were out on our floor. The phone in the room only worked on speaker, sort of. We were getting married on a day only one tram was working. We called and requested a ride from security since we would be in wedding attire with difficulty walking. They said sure, no problem, we'll knock when it's time. As the time to leave came and went with no knock, we called and were told something had come up, no ride, no call, no apology. Limped down to the tram only to find it would be more than 20 more minutes until it arrived, because only one was working and the boat wasn't working either. We all worked up a lovely sweat in our dress clothes with our professionally styled hair and makeup, dripping as we tried to shorten the time we lost waiting for the no show ride and tram, so we wouldn't miss our prepaid ceremony and photographer. It's only day four. If we could afford to change resorts, we would. The Hilton needs to spend some money to upgrade the trams or add a people walker in the hallways. They need to fix the air conditioning in the breakfast area. They need to make sure their elevator doors open and close consistently. They need a new manager who actually cares that people are shelling out hundreds of dollars nightly to stay there and one who follows through on concerns. The only thing good about this place is the support staff who work hard and give their all with pride to provide the best experience they can! (Wait staff, valets and house keeping rocked it!) There are other places to stay! Don't stay here!!! UPDATE 6/7: now our key doesn't work and the tram lights are flashing green/yellow/green/yellow. That means the train is not aligned properly. (My husband worked for the railroad for 30+ years.) We're scheduled to stay until 6/10. Two more nights. We won't be spending any more money here unless we have no other options.

  Jun 07, 2025