They do not provide room service for food or maid service. Bad customer service. I wish I had listened to the previous review. At almost $500 per night, this is a disgrace. Stay away. You can do better than this.
Having previously stayed at the Hilton Hawaiian Village, on this occasion we decided to opt for the Grand Islander which is on the same site. It is very exclusive and is part of Hilton Time share. We had a fantastic suite for a family of four, which had every item you could wish for including washing machine and tumble dryer, full kitchen etc. Spotless hotel with tremendous management and staff. Fantastic holiday, keep up the good work.
We stayed at The Grand Islander at the Hilton Village in Oahu this year from 2/29/2020 thru 3/7/2020 and had a fabulous time. The room was clean and beautiful. We like the location of the resort and really liked that it had everything from restaurants, shopping and the aloha atmosphere . It was clean and the staff was very friendly. We very much enjoyed our stay. However, our last night at the resort went very wrong. We decided to try Bali’s Steak house for dinner as we thought it would be a great end to our stay in Oahu. The dinner was very expensive for just the 2 of us (not the problem)But it was terrible. We only ate part of the dinner but we didn’t want to be rude so we just told the waiter we were finished as he cleared our plates. Soon after leaving the restaurant, instead of enjoying the sunset and fireworks on the beach, I became very ill ending up in the hotel room throwing up for the rest of the evening. I called the main desk first thing in the morning about my experience with their onsite restaurant. I had hoped, they would do the right thing and maybe refund us back for part of my dinner. Unfortunately, that was not their policy. I was transferred and transferred and was told by Hilton that I was required to file an insurance claim for the incident. I thought this was extreme and unnecessary but complied per their request. Again, after multiple calls with Hilton’s team, I had to answer questions of what exactly I ate and drank at Bali’s, how long after eating did I throw up, how many times I threw up, what And where I ate and drank throughout that day, what and where I ate and drank the previous day, if was I able to do anything else after throwing up, If I left my hotel room, etc. etc. I was told Hilton would do an investigation of how many others ate at Bali’s that night, if they ate what we ate, and if anyone else became ill and reported it. I would hear back from Hilton with the results. I did receive a letter about a month later from Hilton with their decision that the incident was closed as they did not find sufficient evidence of any wrongdoing. It was treated like a car accident. The way they handled this one little complaint completely turned me against my entire stay. While I loved the resort, I will never go back. Something so small turned into a way bigger issue than needed. A simple Partial refund of what I ate would have been fair and acceptable. Instead, I had to endure multiple conversations, file an Insurance claim with Hilton and made to feel like a liar. If this is the way they handle something so simple, I can’t imagine how Hilton would handle a BIGGER issue. An injury or worse. We are frequent visitors of Hawaii. Going in upwards of 6 times per year. I would assume all Hilton’s have the same policy so I will never stay at a Hilton again!…
I am a Hilton Grand Vacation Club member and this was my second stay at the Grand Islander and fourth time staying on the Hilton Hawaiian Village Resort properties. I would never want to stay anywhere else in Honolulu, and I recommend them very highly!
We were offered this vacation as an introductory package and it ended up being a disaster. The resort extorted an additional $2000 from us when we arrived. The wi-fi was horrible. Room was nice, appliances were slightly under powered and slow to warm up. Room was nice.