Grand Naniloa Hotel Hilo - a DoubleTree by Hilton

93 Banyan Dr | Hilo, HI 96720-4632  [SEE MAP]Hilo, HI  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 2

Never again...

Sep 19th, 2019

I will start by saying, it takes a lot to peeve my wife off... but when we got in to the car to leave, her 1st words were.."We will NEVER come back here again.!" Our first trip to Hawaii... the Big Island.. and Hilo of course. I am a Hilton Diamond member and after 41 years of working, recently retired and used some of my points for our anniversary trip to the islands of Hawaii and Kauaii. Here's where I reiterate that I'm a diamond member... and I traveled 75% of the time globally for my company. At this point, hopefully the management is saying "UH OH - not a good way to start!" My bride booked the Double Tree. We arrive approx. 9:45 at night. Utilized the valet (on site - different company) for the car and proceeded to the registration. Young lady was very nice. Good / quick check in. Not sure if anyone was supposed to help with bags, but, they didn't or didn't ask. Got to the room and went in. I heard her say.. "crap." Looked to see what she was referring to. Bathroom vanity which is right by the entrance, had ants crawling all over it. Some were on the floor. It was late, I knew it would be hard to get someone up there... so we disposed of the ant party and headed to bed. Ants were back at it that morning. We went to breakfast which wasn't half bad by the way. Little expensive but what isn't in Hawaii. When done, we headed to check in and told them about the party going on in our room with the ants. I told him that they were having their own party and did not as of yet breach the living room / bedroom area. He said, he'd have someone come right away and IF they decided to "greet and meet," then to call down again. That was it.. never saw anyone come up. Never got rid of the ant party. I will mention that we weren't able to go immediately to the room since we got hung up booking a tour longer than we thought... but still... the ants never really were gone. They did stay on their side and we stayed on ours except when we used the sink. Need to tell the management about the fire alarm at midnight. Fire alarm went off and we were asked to evacuate. We were on the top floor, 12. Took us a while to get down since we were following slow people. Got to the parking lot and someone said... "false alarm.. everyone go back in!" Couldn't see a name tag. Couldn't tell if he was staff. There was No organization or anyone with a flashlight or radio for us to go to. When we were headed for the elevators with the masses, there was one guy with a name tag saying very quietly.. You can go back now. Couldn't hardly hear or understand him. the question would be, how often do you hold drills for your staff and do you have a fire evacuate plan in place? Doesn't seem like it. It was to say the least comical except it was late at night. ????????? We did go up to the front desk a couple of times to ask questions. 3 people sometimes. All talking. It was hard to get their attention one time. More interested in their conversation than any customer standing there. Prior to a tour we took from the premises, I got a drink for my wife from the bar. Had to wait for about 5 - 6 minutes for the bartender to show. Could've been on break. Only thing I can say was.. "Miss Personality!" No smiles, no conversation, no nothing. Starting to wonder if management was even present or worked with these people. Other staff we met in the hotel ranged from pleasant to just down right no luck in saying hi or speaking to you at all. Final straw was when we left. I got the car from valet and was loading bags so my wife took care of the bill. It was mainly all points but... she asked for the bill told them about the ants again and that the A/C stopped working an hour before we checked out.. They got it for her. Handed it to her.. .and turned and walked away. No.. "sorry to hear about that, did you enjoy your stay, how did you enjoy your stay, thank you, hope to see you soon, etc." She was very hot when she got in to the car. I look at this as a lack of good management. Most of the Hiltons I've stayed with who had good managers, you could tell. Everyone was trying to do their best. This hotel could care less. Yes we had a nice room except for the ant party. Yes we had a great view. Yes, check in was great. Yes, 'some' of the staff were nice. But the bad outweighed the good. We won't be back. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Kamaaina

Sep 16th, 2019

Stayed here for nearly two months. Yet to encounter a problem with services and/or staff. Very accommodating, friendly, always welcoming you back at the end of a long day. You're treated like ohana (family). TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Hilton really?!

Sep 15th, 2019

There are so many failed parts to get this review a one star! I would like to suggest tripadvisor adding negative category into the rating system. The view is first class, The hotel from the outside is first class, The front desk Service is a drag, The front desk speed of service is slow as molasses, the way they speak to their guest are shockingly bad! The load of free drink tickets is great, The amazing workout room and the restaurant which I discovered later are a gem, The comfort of the bed and the cleanliness ...( no complains there really), The group of ex-con that lingers around the hotel is pretty intimidating ( not safe), The attitude from some of the staff are also pretty rude, (They are forgetting we are the consumers) I can go on and on, and decided I will not return. Check out Hilo Hawaiian TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Dirty and mismanaged

Sep 14th, 2019

Mamager Sachi did not care to close down pool when we reported several times a feces soiled diaper in the pool and naked child getting feces washed off his bottom in the pool. Manager Sachu is rude and arrogant acting like she's doing guests a favor by letting us stay they there. No sense of urgency at all! Roach infested room, mediocre housekeeping who forget to leave towels in the room. Fell in the shower due to slippery tub and cut myself. When asked for first aid kit or band aids I was told to buy my own. Good luck getting a hold of someone by phone. Recorded attempts to call someone using in room phone. Phone rang over 12+ minutes non stop when we gave up several times. This hotel needs new management . TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

No Sleep,

Sep 12th, 2019

Check in was distracted. Our room was just above an air conditioning exhaust vent. we had no sleep for our whole stay due to the noise. Exacerbated by a fire alarm at 1130 at night which required evacuation. We pre-paid for breakfast when the room was booked with our travel agent, however our first breakfast was charged to our room and credit card. We were first told to pick from a menu when we questioned it and told them our breakfast was included they said oh then its the buffet. The buffet food was horrible. over salted. bland. with little choice. We did not go back after the first morning. The noisy room we put up with because getting our breakfast issue was such a drama at the front desk and we didn't want to deal with more on our holiday. The 2 stars are only for the 2 cookies we got when we checked in. We were relieved to leave the place. TRIPADVISOR.COM USER 

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