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712 reviews
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Nov 12, 2024Stay elsewhere
I wish I had read reviews before I went. We found the beds to be so uncomfortable we left and found another place before our trip was up.$47 a night to park absolutely ridiculous. Didn't know about that until check-in. The boats are not working and we were told there are no plans in near future to have them running. Tram was slow and had to wait unreasonable times between tram. It was faster to walk, but with recent knee surgery impossible. We did not know how far the room was from the entrance. Not recommended for anyone with walking issues. Positive note. Staff was very nice and accommodating. View from balcony spectacular. No matter how cheap you get this place, it's not worth it.
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Oct 13, 2024
Lousy management/ great property
We arrived and room ready - then lock broken - second room smelled like mildew - third room in dungeon on level one and finally they fixed lock and moved us back to first room - never offered to help w luggage - can’t get a pool towel after one as they are all taken - the walk to ocean tower from main entrance is about .4 miles No hot water in room. The experience with room was absolutely a negative star - they have renovated room but only put owners in those Restaurants are average food with 5star pricing Only reason for two stars is the property itself and the views are breathtaking Ocean tower rooms that aren’t renovated are 1980’s I would stay at property but not at ocean tower Just a horrible experience besides view and property
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Oct 13, 2024
Loud birds and room access are show stoppers
Decided to stay here for my 40th anniversary even though I saw some pretty bad reviews. Big mistake! The $48 parking fee is the biggest joke because you still have to spend 45 minutes getting to your room depending on whether you miss the tram, which we did. They only had one running. Because of this parking issue, I had to leave my golf clubs in the car so I would not have to lug them back and forth (I put air tags in them in case someone stole them) As a Silver Hilton Honors member and 40th anniversary, I asked for one of the refurbished rooms. I got a room with a bathtub and push/pull curtains just like back in the 80's. This room was so run down I never felt comfortable. I will say, the view from balcony was beautiful since we paid for an Ocean View room. Lastly, if you look at the overview picture of the property, you see ponds in the 2 circles closest to the water. My wife was up from 3:30 until daylight because the birds chirp so loud it sounded like a boom box was playing. I fortunately have a hearing loss so this was not so bad for me. Therefore, after 1 night, we cut the stay from 5 nights to 1 night and moved to the Westin Hapuna and the vacation was fantastic from that point on. Yes it was more expensive, but worth every penny (resort fee included daily snorkel equipment, driving range, parking $37 but included in my package) I do appreciate Hilton not giving me a hard time for early checkout.
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Oct 11, 2024
Tired hotel with uncaring staff. Really has changed! Grounds are beautiful
We stayed in 2021 and 2022. Both great stays. This time (10 days in late September and early October) was distinctly disappointing. Very poor customer service and non-response to queries. We asked several times for a new coffee maker and a mattress topper (mattresses are worn out) and it took me approaching our housekeeper on her last day to have that delivered. One washer out of 3 or 4 was working. There was trash in the body of water that rooms overlooked, which was surprising since I know the pool crew and gardeners were about the only people really working hard daily. The grounds overall are beautiful. Ocean Towers got tired and all they care about is conducting tours for vacation club!! Trains were always overtime arriving (never a problem before). This property also charges $48/night for SELF-PARK, not valet. We went to the Fairmont Orchid for our last four days and parking was INCLUDED in the resort fee. That made the difference in price about $90 more at the FAIRMONT - which is an incredible resort!!! Now that's a property that treats its guests INCREDIBLY WELL, including access 24/7 to a free shuttle from Waikoloa and Waimea hotels, free morning coffee on the deck, including premium espresso drinks, and pineapple spears handed out poolside! FYI, they are planning on converting Ocean Towers to all vacation club rooms, but aren't remodeling their TIRED, BROKEN rooms until certain thresholds are met sales-wise. That means you'll get a broken down mattress, chipped furniture and old carpeting if you book a room outside of their astronomical vacation club buy-ins. Never again!
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Oct 10, 2024
No good for diamond resorts members
Repair for a lot of walking or take the worlds slowest tram. Good luck getting a drink after 9 o’clock. Good luck getting something to eat after 5 o’clock except for the Italian restaurant. If you are a diamond resort you’ll get stuck in a room that’s just a little above a motel six while the Hilton members get newly remodeled rooms.