TripAdvisor Traveler Rating

The Kauai hotel NEVER answers their phone, so you can’t book directly thru them and get the Kama’aina discount They have NEVER answered the phone when in your room. Our room smelled like a colostomy bag ...the first day and by the 2nd day the carpet was wet and the room also REAKED of urine. There was mold growing on the bed and wall, fuzz growing in the corners and behind the beds were disgusting. Upon complaining, the front desk girl named Ashley laughed at me & said there was nothing she could do as did the manager. The room they tried to get us to move to on the last night was filthy. They will charge you $25 a day for parking and the small breakfast buffet is cold. For $28, please keep the eggs warm. They wouldn’t even heat them up. At the Mamahune restaurant, there was only one waitress and cook. So 45 min wait for food to come out and you have to serve yourself. Then we woke up to the pool being covered in Caution tape!

This is the worst Hilton I’ve ever stayed at. Upon arrival, our key card didn’t work so had to get the door battery fixed. However, key card glitch existed during our entire stay! Ocean view is more of a g...arden/pool views with a glimpse of the ocean. On day 1, we came to the room after a full-day excursion in Hanalei and room was clean with fresh towels. On second day, after a full-day excursion at the grand canyon, we came to our room around 830pm to find that the room has not been cleaned. The wet towels were sitting in the bathroom with a damp smell. Trash was still in the room. We talked to Bree at front desk and requested to get daily housekeeping, which she assured right away without a problem! Next day we went on a dinner cruise and came back to hotel room again late with wet clothes to find that room has not been cleaned - trash still there, wet towels in the bathroom, dirty floors, no water bottles, etc. We talked to Alisha at the desk and she was very rude to us. She said that housekeeping is not available at that time! I refused to sleep in a dirty room. Then, Tom from front desk arranged someone to provide us fresh towels. That’s it. We took trash out. From day 4 onwards, until we left I walked to front desk to request daily housekeeping! So much for $25 resort fee! There are no places within walking distance to dine in except the tiki bar and the hotel restaurant. Tiki bar is not much of a tiki bar. Slim pickings. The Garden Grill has a very selected menu, too. Bree and Alisha were very rude. No housekeeping unless if we asked for it. We are diamond members and tend to stay at Hilton when we travel. We will not stay there again!

I loved my stay!! Everything about it was just amazing!!! I would go back in a heartbeat and stay at this resort! Everyone we encountered was friendly and helpful. Our room was always clean and comfortable.... The hotel's open-air concept just captures the Hawaiian spirit and it was breathtaking. Some say it is dated, but I say it is incredible! The hotel and staff exceeded all of my expectations. We were minutes from being on the beach. You could not ask for a better location on the island. My husband and I walked on the beach every night after our daily adventures. Mamahune's Tiki Bar was a perfect way to unwind as well!!. Yes, the food was expensive but it was not just the hotel. It was just expensive everywhere. I would 100% recommend this hotel if you are visiting the island for its beauty and culture.

Rooms needed updating. "Ocean view" was really a view of one of the smaller pools. Front desk staff would not put is in a different room. They will hit your credit card for $100 per night for incidentals u...pon check in. Had to call for housekeeping every day when we returned to the room in late afternoon. Wife found mouse droppings on the night stand. If your flight arrives early in the day dont even ask about early check in. The breakfast was overpriced and not good. I suggest shopping around and pay attention to the reviews. Most of my negatives were observed by others.

Where do I even begin to the lack of communication from the non existing managers to the clueless corporate reps on the phone. I had baby COCKROACHES in the room and when I contacted the hotel they offered... a full service clean. Then NO housekeeping came at all The power door lock broke so we were locked out of our room when carrying in loads of stuff. Nasty shower head and vents that haven’t been touched since the building was built. I’d understand if it had motel 6 prices but the Hawai’i price is crazy they tried to offer one single parking charge free so 25$ until I had to turn into a Karen to get 5 days and they said after the checkout they will try and compensate more I knew that was BS because once you leave you’re screwed now they don’t want to help Becasue we booked the room through Expedia yet it’s THERE ROOM THERE SERVICES Then pushed me off with a solution and threatened me if I posted this it would void any possible refund ABSOLUTE CROOKS