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713 reviews
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Nov 28, 2024Ocean Tower nice - spectacular grounds but overall resort needs TLC
I rarely write reviews unless I experience truly exceptional service or have an amazing time. In this case I will try and give both the positives and the things that need improvement. First the Ocean Tower itself. The rooms we had (had 4 for various family members) have been remodeled beautifully with high-end fixtures etc. We got a 1 BR for my wife and me since it had the full kitchen and 3 studios. Everyone was very appreciative of the quality of the rooms. Also, a plus, the staff - all friendly and helpful. Third positive - the grounds of the entire resort. Whoever the head groundskeeper is - needs to be rewarded. The resort itself is an aging property but the grounds have been maintained and kept up beautifully. You really feel this is a special spot based on the way it is planted and cared for. Fourth positive - the Ocean Tower has easy access to several pools and beautiful vistas of the ocean and Hawaii coast. Now the challenges - as other posters have pointed out - the Ocean Tower is a long way away from the main lobby where you must park. We are walkers but even we got tired of all the walking. Since we were here during "off season" over Thanksgiving (it was quite busy btw) - they often only had one tram going and no boats. The last time we were here - the boats were not working then either. To me, this is part of the charm of the place and to have them inoperable constantly is a big problem. On top of that - when they only have one tram - the wait times are so long, you can walk to the lobby faster. They did operated both trams starting the day before thanksgiving - which was an improvement - but guess what - many of the cars have no operable A/C so be sure and choose a car with A/C since the windows don't open. As far as the overall Hilton resort -as other posters have pointed out - it needs TLC -for example - the convention center has broken windows, rotted wood etc. I can't believe the convention salespeople are still getting events since there is so much competition here on the Big Island for that profitable business. Maybe this is on track to be renovated but bad impression for guests. If so, they should put up a sign saying "under renovation". During this visit - the only places to eat or get a drink (other than snack bars at pool) were Nui or KPC - both upscale and very expensive options. Why the lobby bar is closed is beyond me - don't they think folks would like to meet there and socialize? The Mexican place in Ocean Tower is also now closed. Of course, everything here is really expensive (cocktails at least $20 etc) but that is par for the course at upscale resorts nowadays. 3 of my rooms were with HGVC points and one was paid for through Hilton.com. I am a lifetime diamond and normally I get a free breakfast or some food and beverage credit when booking through Hilton - but not here - they do not honor the diamond benefits - even when booking through Hilton.com. Your only choice for a hot breakfast is the $55 breakfast buffet. When we first bought HGVC here - you had access to the spa - which at the time was a really nice vibe and something we looked forward to using. You now have to pay $25 for a day pass and on the day we were going to use that - the jacuzzis were not working. Finally, unlike the rest of the HGVC properties - you have to pay for parking here - at $48 per day. So another big charge. Overall - might stay here again but likely at Kings Land, Kohala Suites or Bay Club and hope that this once beautiful resort gets new management that is interested in investing in the upkeep.
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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!