TripAdvisor Traveler Rating

We stayed a week and liked almost everything. Our room was totally adequate, with a view overlooking the golf course and the distant mountains. I particularly liked what I called 'the museum walk' but the natural beauty of the grounds is spectacular. I didn't use the pools, but we did go to the dolphin show. I liked the tram cars and the boats for when I didn't want to walk. The luau was somewhat disappointing.

Rating this stay between poor and below average. Chose this place because it had a room with a sleeping arrangement that worked best for our family. The room in palace tower smelled of mildew and was dirty. The pullout couch was broken. There were crumbs in the cushions and in the sheets - on the floor. Mildew on ceiling in shower. Worn out tub with gross jets. We booked the room for five guests but were only given 4 towels and bedding for four people. Housekeeping remedied. Asked for a room change bc it was so bad. The front desk acknowledged the room was about to be renovated. They were very accommodating and were able to move us to another room in the same town. It was slightly better but definitely not worth the rate we paid (or even half the rate we paid). Less dirty. Less mildew. Floors were laminate instead of carpet. The people who moved into our original room smoked at least two nights on their balcony and the stench permeated our room. Even though it was against hotel policy there was nothing they could do to enforce the no smoking rule. Lagoon was nice. Pools were nice. Breakfast buffet was decent but not worth the price. Hotel provided vouchers so we could have one free breakfast, one drink and one ice cream during our stay. As a way to make up for the sub-par accommodations. It was nice but didn’t make up for the rooms or the stress. I would never stay here again.

It's a gorgeous property, so why the 3 you ask? There's no beach here, you must walk over to the Marriott) unless you like the lagoon. We stayed in the Ocean Tower. You have to check in at this building if staying here and it's .69 miles from the parking lot. The tram is slower than walking (but good if you have luggage) and the boats weren't operating because of labor shortage. They need more water stations around. The adult pool is great (barely anyone there) but it's right by the elevator that dings really loudly and very frequently. Like any resort, it's very expensive to eat here and there are few choices. The breakfast buffet was a good selection but very bland. There are laundry facilities (cost about $6/load plus $3/detergent). About half of Ocean Tower has been renovated with fridges and microwaves and great new balconies that you can see through much better. Our side was not. Old rooms don't have microwaves but you can request one for $. Ocean tower also has VERY loud birds in the courtyard. You can hear them in the room if you don't have the A/C blasting. We didn't mind it but just FYI. Our A/C leaked so we had to change rooms and you think it would have gotten us an upgrade for the hassle but no such luck. I wish they offered more fitness activities. There is so much beautiful grass and it would be fabulous to have yoga offered multiple times a day. Housekeeping was awesome and the main lobby smells amazing. I'm a Diamond member but not sure what you get for Diamond anymore. I think if everyone is a Diamond member, no-one is a Diamond member :)

Spent my 60th birthday here through the resort pass. Stayed here on a resort pass eight years ago and loved it. Grounds are beautiful. Lagoon area and pools are still lovely. What happened to the boats? We used to love them. Waterfall in main pool area gone. Water slide across from lagoon closed. Paid $50 for a teriyaki burger with yam fries, a water and a lava drink. Burger meat was bland. Only ate half. Drink sizes have sure declined. $48 to park your car for the day? Good thing my overpriced, underwhelming burger charge was high enough to get my parking validated. Will not be back. First bad review I have written in many years of any establishment. I am usually an encourager. Left after four hours. Disappointing.

Spent Thanksgiving week here with the family. While the grounds and location are beautiful, the hotel itself is dirty, dated and lacking. We had two rooms in the Palace Tower. The first day my husband and I found 5 cockroaches in various locations in our room (bathroom, closet, walking across tv..) and the room smelled like cigarette smoke. After talking to reception, they offered to give us a different room. We lost our beautiful view but I could not sleep with roaches. The building is under construction and everything is grimy and dusty. There was a spilled drink in one of the elevators that was there for three days before someone cleaned it! We tried the hotel breakfast buffet $55/ a person and were totally underwhelmed and disappointed, not to mention how utterly disgusting the carpet and walls are in this area. Shame on Hilton for the level of filth that covered that entire dining area, not to mention the price for a BASIC hotel breakfast buffet. We then tried the Italian restaurant for dinner because we were too tired to venture off property. Food was mediocre, service was slow and staff was stretched too thin. The prices in line with everything else at the resort, ridiculously high compared to other establishments on the island. There is only one cafe and its on the complete opposite end of the property from the Palace Tower so quite the walk just to have an $8 cup of coffee. The property is expansive and it takes a long time to go from one place to another, walking through the main walkway (also dirty and rundown) or taking an incredibly slow tram (many cars with broken AC). Boats were not operating during our stay except for once when trams broke down. We got stuck for ten minutes in the middle of the moat because of algae. The self parking is $50/day and you need to plan 20-30 minutes each way just to get from room to car if you are staying in the two farthest towers. We did enjoy the pools and the lagoon. There were lots of colorful fish and sea turtles to see every day. Overall, the staff in all parts of the hotel seemed unhappy. We tried to make the best of it but I will not be coming back. We paid a premium due to it being a holiday and there was nothing about this place that was worth $500/night!