We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Lack of communication, bait and switch, AND lousy customer service? Awesome!”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 6 more sites!
Hilton Grand Vacations at Hilton Hawaiian Village
Ranked #34 of 84 Hotels in Honolulu
Certificate of Excellence
Reviewed 27 November 2011

Oh dear. Ohhhhh, Hilton. No goodsies. To preface: we booked this trip after being sold on a discounted vacation by Hilton if we'd just sit through a 2-hour timeshare presentation. We knew it was probably going to be at least mildly annoying, but hey, it's Hilton, how bad can it be? We were told very clearly that we would be staying in a suite large enough to hold at least two couples with a kitchen and a washer dryer. My fiance and I were both on the call, wrote down what we were told, and he emailed it to me to have a record of the conversation that same day. Keep that in mind as you read this review, y'all.

So we arrive at Honolulu airport for our very badly needed vacation having heard just prior to leaving that the APEC summit was going on at the same time. We didn't hear this from Hilton, mind you, but from a snorkeling tour company. The lovely and helpful girls at the rental car place helpfully informed us that Obama was staying at Hilton. Again, the rental car girls - not Hilton. Look, I get it that Hilton doesn't control the APEC summit, isn't in charge of security for the POTUS, and that it's really a good economic thing for Hawaii. I understand, really. But don't you think that just maybe they could have warned us far enough in advance so we could change our plans if we didn't want to be in Waikiki at the same time and have our vacation severely compromised by all the security and general hullabaloo? Even if they couldn't say exactly who was going to stay there, they could have said something generic. ANYway...

So we finally arrive at HHV (after having our car searched by Secret Service) only to be told that there were no rooms with king beds available. Um... what? My fiance and I are not sleeping in two double beds, but thanks. Call your supervisor. And lo! A wild king bed miraculously appears! I'm starting to get a funny feeling at this point, because weren't we supposed to be in a suite? Didn't the nice saleslady who sold us this vacation tell us we should totally bring another couple? So with great trepidation we head up to our room, only to find a gungy carpet, stained desk chair, and totally unremarkable teensy hotel room. Not okay. My honey calls down to the timeshare concierge to find out what the sam hill is going on, and after quite a bit of back and forth about what the package includes vis-a-vis what we were promised, she says she'll call her supervisor to find out what she can do. We head down to the bar to have an umbrella drink (you know, because we're on vacation in Hawaii and would like to enjoy ourselves at some point) and wait. And wait. And get glowered at by Secret Service. And wait some more. Then she calls back. Good news! She can upgrade us to something sort of vaguely approximating the type of room we were promised for the low low price of an additional 80 dollars a night! And because they're so very nice, they'll even waive the $100 fee they'd normally charge for changing the room type after check in! Yeeeeeeah no.

So we go trundling over to her office (not actually having had our fruity beverages yet, mind you) to talk this out face-to-face. And she tells us that she's superduper sorry, but the saleslady was wrong, shouldn't have told us we'd be getting anything more than the most basic room, and basically that we need to suck it up and deal, the 80 buck upgrade is her best offer. We very calmly explain our position to her - this is not what we agreed to, not what we were promised, and not what we paid for. We're not paying extra because their people messed up. We're either going to get what we were promised or we're going to check out and go elsewhere (I've already called two other hotels) and dispute the charges from Hilton to our credit cards. She'll call her supervisor again. Okay, we'll go down to the beach and wait for her call. Oh, wait, we can't go to the beach. The beach is closed due to heightened security. Sigh. Okay, can she buy us a froofy tropical drink from the pool bar, then? WHAAAAAAT? In all her years she has NEVER had someone ask her such a thing! Sputter sputter well I never! She hands us $50 in "Hilton Dollars" to spend on the property. We head out the door. Wait, her colleague says! You know you can't use those for alcohol, right? Jesus mercy, people, I tell you what.

So we finally have some relaxing libations in hand (the relaxing quality somewhat compromised by the beefy men with earpieces frowning at us from every angle) when she calls back. Fine, we can have the suite for no upcharge, but they're going to listen to the tape of our call with the saleslady and if they find out we're lying liars who lie, they're going to charge us an additional $60 dollars a night for the suite. Um, the suite you were trying to upgrade us to for EIGHTY bucks a night a few minutes ago? Before you wasted three hours of our vacation and then questioned our integrity? Yeah, that suite. Which did have a kitchen but only one bedroom - imagine if we actually HAD brought another couple! How embarrassing that would have been! The ONLY reason this is a 2-star review instead of one is because we did ultimately get (more or less) what we were promised and we cooked some delicious fish tacos in that kitchen out of a mahi-mahi I caught.

I won't bore you with details of the timeshare presentation, but it, um, wasn't good. We didn't buy it. I know you're shocked.

Also: it's been two weeks since they told us they were going to listen to the tape. We've heard nothing. Funny, that.

  • Stayed: November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
19  Thank elizabellsNYC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a ReviewReviews (1,458)
Traveller rating
Traveller type
Time of year
Language
  • More languages

872 - 876 of 1,458 reviews

Reviewed 19 November 2011

We have stayed several times before at the Hilton Hawaiian Village in the Ali'i Tower. I could not book rooms this stay (later to find out because President Obama was staying in the Ali'i Tower during our stay)...so we were left to the other towers of the hotel. I booked the Lagoon Tower of the Hilton Hawaiian Grand Vacations Club. WOW!!! What a nice change! We have a 5 year old and this room was perfect for our family. We had a 1 bedroom which includes a separate living room with a pull out bed. It also has a FULL kitchen which is a blessing. Our one complaint in our past stays is that there are not many economical choices to eat in that area of Waikiki, with a full kitchen we were able to cook a little and warm up left overs. It saved a ton of money and time as were weren't waiting to be served at a restaurant. We just went up to our room and made food for ourselves. I think I will be booking this tower in the future instead of the Ali'i Tower. We still had access to all of the amenities of the Hilton Hawaiian Village. The other thing that was great is that it is near the new pool that has the water slides as well as the lagoon....which are both very popular with our son. The other thing that I really enjoyed is that they have free DVD's you can get from the lobby (which is not available at the Ali'i Tower) and free laundry services on each floor of the Lagoon Tower. Our room was on the 3rd floor facing the lagoon with a partial ocean view. Very great...felt part of the fun but also secluded in a good way. The only bad thing is that we did find a cockroach in the bathroom (which I killed) but we have stayed in the Ali'i Tower and my mother in law found the same thing there too! I did let the front desk know at the end of our stay and they did credit our hotel bill for the incident. This is the reason I rated the cleanliness of the hotel poor. Overall the room was clean except for the previous incident mentioned.

  • Stayed: November 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
9  Thank mariard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 November 2011

We come every year from australia to the hilton and this time we purchased a two bedroom in the lagoon tower with the grand vacation club.we find it so central to everywhere in waikiki and easy access to the trolley and buses. the resort is always clean,the staff friendly and helpful and the atmosphere very relaxing.

  • Stayed: May 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
5  Thank jmgljg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 November 2011

We stayed at the Hilton Grand Vacations Club Lagoon Tower for two nights in October 2011. We paid $395 per night in advance for the two bedroom, two-bath suite, which after taxes came to $450 per night.

The room was clean and comfortable but not luxurious. The cabinets in the kitchen and the bathrooms were painted MDF and looked like they came from a big box store. The wooden front door to the suite was scuffed and gouged which did not create a good first impression. Sheets and towels were basic grade (no Frette linens here!) and the bath amenities were unremarkable. The overall experience in the room was okay but nothing special. However, the staff members that we encountered on property were helpful and pleasant.

What the Hilton Hawaiian Village has going for it is a fabulous location and gorgeous grounds. For a 2 bedroom 2 bath suite, $450 a night in Waikiki is a relative bargain so I didn't feel cheated, but by the same token I wouldn't run to stay there again.

  • Stayed: October 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
4  Thank frogprince
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 November 2011

Stayed here for 6 nights in September 2011 in the Kalia Tower. We were given an accessible room even though I did not reserve one. We were advised that the view would be better in this room than in others that were available in our rate category. The view was fine -- for a gardenview room on the third floor. Suites are more than adequate for a couple and we made use of the full kitchen facilities. As parking at the hotel is expensive, we parked nearby at the marina parking lot or on the street close to the marina. Housekeeping staff did a good job, leaving many towels, and were friendly.

  • Stayed: September 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank value-shopper-100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these Honolulu hotels
Show Prices
Show Prices
Show Prices
Waikiki
Trump International Hotel Waikiki
Show Prices
Show Prices
Show Prices

Been to Hilton Grand Vacations at Hilton Hawaiian Village? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hilton Grand Vacations at Hilton Hawaiian Village

Address: 2003 Kalia Road, Honolulu, Oahu, HI 96815-1917
Region: United States > Hawaii > Oahu > Honolulu
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Spa Hotel in Honolulu
#18 On the Beach Hotel in Honolulu
#22 Family Hotel in Honolulu
#30 Romantic Hotel in Honolulu
Price Range: $397 - $883 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Hilton Grand Vacations at Hilton Hawaiian Village 3.5*
Number of rooms: 346
Official Description (provided by the hotel):
When staying at Hilton Grand Vacations at Hilton Hawaiian Village, you'll have access to the Village's spectacular amenities, including an exercise facility to maintain your workout routine, over 20 restaurants and lounges, complimentary shows and live events, first-class shopping and a wide variety of activities the whole family will enjoy. Hilton Grand Vacations at Hilton Hawaiian Village offers studios, one and two bedroom suites. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hooroo Pty Ltd, Booking.com, lastminute.com.au, Hotels.com, Agoda, Hilton Hotels Direct, HotelQuickly, TripOnline SA, Cancelon and getaroom.com so you can book your Hilton Grand Vacations at Hilton Hawaiian Village reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Grand Vacations Club At Hilton Hawaiian Village Hotel Honolulu
Hilton Hotel Honolulu
Hilton Grand Vacations Club Honolulu
Hilton Honolulu
Honolulu Hilton
Hawaiian Hilton Village
Hilton Grand Vacations At Hilton Hawaiian Village Hawaii/Honolulu

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing