After traveling for over 7hrs to get to the resort. The room I reserved (1bdrm w/ 2 full size beds for a reservation for 4 people, none of which were, a couple), was not available for me when I arrived. The staff that checked me in was indifferent to the circumstance and just merely offered "Sorry, we don't have anymore rooms with double beds available" as a consolation.
I brought my cousin with me on this trip because she was considering purchasing at Hilton however, the treatment received was completely unacceptable and to say the least she was unimpressed.
It took an hour and a great deal of persistence on my behalf to get the room I reserved. After waiting for over 45 minutes for the front desk staff and manger to search your system for a room and then tell me they don't have one. I stated that saying sorry was not acceptable. I needed a 1bdrm. w/ 2 double beds as I reserved.
I frequently had to ask why I was waiting because once I stated that saying sorry was not sufficient and I needed a 1bdrm. w/ 2 double beds as I reserved. The staff moved to the other side of the lobby and just kept tapping & looking on a computer without a word with regards to what they were doing and for whom. I did not know if they were searching for something else or if they were trying to assist me. Their treatment was very dismissive & It became apparent that their avoidance was in hopes that I would just go away. At one point the manager even escorted me and my guest away from the desk to sit on the couch in the lobby, I felt like to just get me out of the way. Because, I had to ask for water & take initiative to walk back up to the desk after 15 minutes to request the status of a room. However, once I stated that I needed to either get the accomodations reserved, or be compensated as a HGV member for the inconvenience. The manager SUDDENLY finds the percise type of room I initially reserved.
This was appalling to both me and my guest. We did not appreciate having to wait an hour for a room, be stressed out regarding the accommodations and most of all be treated with condescending behavior & remarks by the staff.
From the moment I walked into the lobby, I wore a mask. Once finally being given the keys to a room, the manager comments "happy to see a smile on your face". First, I was not smiling and second, if I was smiling the mask would have prevented her from seeing it. The entire experience was unsettling and really started what was intended to be a relaxing Girls Trip on a very poor note.
I have been a member with Hilton for a very long time and this is the 2nd time that I have been to the Grand Islander. Both of which have not been very pleasant experiences. I love the facilities but in both circumstances the staff has left me feeling very unhappy. In addition to my negative experiences, each time I've visited the Grand Islander their appeared to be many unsatisfied customers in the lobby complaining and they happen to all be African American. I have stayed in the Hawaiian Village many times (5) to be exact and I have never had any problems at any of the other locations but, the Grand Islander. I will not book there again, it just not worth the headache.
starstar Sylvia Walker
All the staff are so sweet! At many hotels you can tell that the staff really don’t want to be there, but here they seem genuinely invested in every person staying there. The pools and beaches are very well maintained and are lots of fun. Our kitchen in our 2 bed suite has everything you could possibly need (a blender, oven, microwave, coffee machine, fridge, bowls, ice cream scooper, silverware, knifes, and everything you could possibly need). The view and landscaping of the resort is so incredible. If you stay here make sure to check out the secret pool and main lobby. We sadly didn’t know that this existed until our last day, but once we knew about it we loved every second we could get exploring it. I don’t usually write reviews but I’m so satisfied by our experience here and kinda wanted to rant about how amazing it is. Thanks to all the staff/employees here making it such a positive experience in Hawaii!
starstarstarstarstar Teyah Owen
As an Elite HGV Owner, I do have a higher set of expectations than many. Additionally, I am also HHonors Lifetime Diamond as well.
Purchased at the GI back when it first opened in 2017. I've stayed at the GI several times since the purchase, but like many things being shut down for 2½ years some things are not as luxurious as they were 5 years ago. Overall I would still give the property 4-stars, but some thing have not returned to PRE-COVID.
One of these is the Owner Lounge on the 3rd floor by the pool. Unlike originally, there are no snacks or drinks provided...NONE! Not even water! This is a huge disappointment for me as since check-out is a 10:00a mandate with no exceptions (another disappointment this trip). I always take an evening flight back to the Mainland, so I usually just relax at the Owner's Lounge. I did the same this trip, but for several hours longer than I really wanted. Just disappointing.
The suite I had this week was a 2 BR/2 BA corner suite. The views on the 2 patios were very nice. Overall the quality of everything in the suite was good and fully functional.
Again, I would recommend The Grand Islander.
starstarstarstar Jeff Hollis
The rooms are beautiful, the view is amazing, and the beach is right there. The pools are spectacular, there are many shops to peruse. People are very friendly, On our first night we were searching for the front lobby and we didn't even have to ask someone. Someone just can't straight up to us to ask if we needed help. They also had beautiful fireworks on Friday evening Loved our experience.
starstarstarstarstar Julie Lattin
O Hotel foi incrível! I se hospedaram no grand Islander com seu próprio check-in/check-out privado. Eu amei o Hilton Village, era realmente uma atmosfera incrível com vistas incríveis. Eu tinha a suíte de 2 quartos com vista parcial para o mar(veja a imagem abaixo). A localização era perto de tudo, o centro comercial Ala Moana perto, também perto do mar, muitos restaurantes e lojas. As únicas reclamações que eu teria é que a água havaiana( nós deveríamos obter 6 na chegada e não fizemos até o último dia de nossa estadia). Eu gostaria que eles já tivessem alguns no quarto. Isso foi uma chatice. Também pedi saquinhos de chá porque minha mãe não toma café e eles não podiam nos trazer. Além disso, sou membro Gold do Hilton Honors. Também estamos recebendo duas águas diariamente, mas não gosto de ter que esperar na recepção para obtê-lo. Ele afirma para ir ao concierge, mas eles me dizem para ir à recepção. Não entendo por que eles não podem dar a volta na recepção e obtê-lo para você. Acho que o atendimento ao cliente nas mesas precisa de algum trabalho. Mas o serviço de arrumação foi muito bom.
starstarstarstar Stephanie Deborba
The vacation club is expensive but the location is awesome. Love the pool in the Grand Islander and never had to wait long for an elevator. Staff bends over backwards to take care of you. One disappointing thing was the info on the TV...not much there and no Hawaiian music available on it.
starstarstarstarstar Ann Weinzierl
¡El hotel fue increíble! Me alojé en The grand Islander con su propio check in/check out privado. Me encantó el Hilton Village, era realmente un ambiente increíble con vistas increíbles. Tuve la suite de 2 dormitorios con vista parcial al mar (ver imagen a continuación). La ubicación estaba cerca de todo, cerca del centro comercial Ala Moana, también cerca del océano, muchos restaurantes y tiendas. La única queja que tendría es que el agua hawaiana (se suponía que íbamos a tener 6 a la llegada y no lo hicimos hasta el último día de nuestra estadía). Ojalá tuvieran algunos ya en la habitación. Eso fue un fastidio. También pedí bolsitas de té porque mi mamá no toma café y no nos pudieron traer. Además, soy miembro Gold de Hilton Honors. También recibimos dos aguas al día, pero no me gusta que tenga que esperar en la recepción para conseguirlo. Dice que vaya al conserje, pero me dicen que vaya a la recepción. No entiendo por qué no pueden pasar por la recepción y conseguirlo para ti. Creo que el servicio al cliente en los escritorios necesita algo de trabajo. Pero el servicio de limpieza fue muy bueno.
starstarstarstar Stephanie Deborba
The Hotel was amazing! I stayed at The grand Islander with its own private check in/check out. I loved the Hilton Village, it was really an amazing atmosphere with amazing views. I had the 2 bedroom suite partial ocean view(see image below). The location was near everything, the Ala Moana shopping center close, also close to the ocean, lots of restaurants and stores. The only complaints I would have is that the Hawaiian water( we were supposed to get 6 on arrival and we did not up until the last day of our stay). I wish they had some already in the room. That was a bummer. I also asked for tea bags because my mom doesn't drink coffee and they couldn't bring us any. Also, I am a Gold member for Hilton Honors. We are also getting two waters daily but I don't like that I have to wait at the front desk to get it. It states to go to the concierge, but they tell me to go to the front desk. I don't understand why they can't go around the front desk and get it for you. I think customer service at the desks needs some work. But the housekeeping service was really good.
starstarstarstar Stephanie Deborba
O check-in foi perfeito, trabalhei com um cavalheiro cujo nome começava com um L, mas não me lembro. A equipe é super simpática e solícita. Poder enviar mensagens de texto para a recepção é super útil e moderno. O quarto era lindo e o hotel ficava perto de tudo a pé! Mal posso esperar pela minha próxima visita!
starstarstarstarstar Lindsey Kai
Os quartos são os mais novos do Hilton Village e estão em boas condições, mas a localização é um pouco vaga. Muitas das vistas para o mar são cobertas pelos edifícios em frente. No entanto, considerando o custo impressionante de hospedagem e alimentação no Havaí, acomodações do tipo condomínio onde você pode se sentir em casa e comer o que quiser enquanto fica em casa são muito atraentes, e o Hilton é um deles. . Como somos os proprietários, estamos atualizando regularmente e continuaremos a usá-lo no futuro, mas a gentileza de alguns funcionários da recepção parece precisar de melhorias.
starstarstarstar Finding True Self
Las habitaciones son las más nuevas del Hilton Village y están en buenas condiciones, pero la ubicación es un poco imprecisa. Muchas de las vistas al mar están cubiertas por los edificios de enfrente. Sin embargo, considerando el asombroso costo del alojamiento y la comida en Hawái, los alojamientos tipo condominio donde puedes sentirte como en casa y comer lo que quieras mientras te quedas en casa son muy atractivos, y Hilton es uno de ellos. Dado que somos los propietarios, hemos estado actualizando regularmente y continuaremos usándolo en el futuro, pero la amabilidad de algunos empleados de recepción parece necesitar mejoras.
starstarstarstar Finding True Self
Check-in was seamless, I worked with a gentleman whose name started with an L but can't remember. The staff is super friendly and accommodating. Being able to text the front desk is super helpful and modern. The room was beautiful and the hotel was close to everything by walking! I can't wait for my next visit!
starstarstarstarstar Lindsey Kai
Estamos hospedados no hotel da vila Hilton Waikiki e é lindo. Após a nossa chegada, verificamos o balcão de passeios e atividades e fizemos arranjos para um cruzeiro à vela. Nos foi oferecido um desconto se assistimos a uma apresentação “um discurso de vendas” para ouvir sobre seu clube de membros para se tornar um proprietário de seu resort de férias. Participamos da apresentação para não mencionar que doamos 2 horas do nosso tempo de férias. A apresentação foi suave, os agentes foram tão legais até que dissemos não à oferta deles. Suas personalidades inteiras mudaram. Eles não eram mais agradáveis ou acolhedores. Você poderia dizer que eles estavam incomodados com o fato de que seu tom foi recusado. Sem mencionar que eles dizem que não há pressão ao entrar na apresentação. Mas ainda assim eles parecem com raiva se você não sair dizendo sim. Essas pessoas são pagas para fazer essas apresentações, eu entendo que é a hora delas também, mas é o trabalho delas. Eles precisam ser mais compreensivos quando se trata de visitantes. Estamos abrindo mão do tempo que poderíamos estar fazendo outras coisas em vez de ficar 2 horas na cadeira ouvindo um discurso de vendas para só ter uma reação ruim quando tudo acabar. Cynthia você foi incrível e educada até que dissemos não e então você percebeu que era tudo falso. Assim como a outra jovem que veio atrás de você, que deveria apenas fazer uma pesquisa, mas, em vez disso, apenas lançou outro discurso de vendas. Agradável até que ela ouviu um não. Eles precisam aprender a ser respeitosos, mesmo que seu discurso de vendas não tenha sido bem-sucedido.
star Lupe Hernandez
We’re staying at the Hilton Waikiki village hotel and it’s beautiful. Upon our arrival we checked out the tours and activities desk and made arrangements for a sail cruise. We were offered a discount if we attended a presentation “a sales pitch” to hear about their members club to become an owner for their vacation club resort. We attended the presentation not to mention we gave away 2 hrs away from our vacation time. Presentation was smooth, agents were so nice until we said no to their offer. Their whole personalities changed. They were no longer nice or accommodating. You could tell they were bothered at the fact that their pitch was turned down. Not to mention they tell you there’s no pressure when going into the presentation. But yet they pretty much look angry if you don’t walk out saying yes. These people get paid to do these presentations I understand it’s their time too but it’s their job. They need to be more understanding when it comes to visitors. We’re giving up time we could be doing other things instead of being a chair for 2 hrs listening to a sales pitch to only get a bad reaction once it’s all over.
Cynthia you were awesome and polite until we said no and then you could tell it’s all fake. As well as the other young lady who came in after you who was suppose to only do a survey but instead just threw another sales pitch. Pleasant until she heard a no. They need to learn how to be respectful even their sales pitch wasn’t successful.
star Lupe Hernandez
Hotel foi adorável. A equipe foi muito simpática. Tivemos uma suíte 2 BR/2B com cozinha. Muito espaço para 5-6 pessoas. Belas vistas e minutos da praia. Acesso a várias piscinas. O luah foi legal ... certifique-se de perguntar sobre isso, pois não foi oferecido ou falado. Nós apenas tropeçamos nele.
starstarstarstarstar Rae Freeman
O resort é datado e superlotado com serviço quase inexistente.Tudo bem como um lugar para deixar suas coisas ou se você tem filhos e é um pouco pobre e esta é apenas a sua vida.O quarto em si é bom, mas parece que ficamos em um andar reformado que era aceitável. Muitos pisos pareciam muito datados e desgastados.
starstar Luke Stepniowski
El hotel era encantador. El personal fue muy cortés. Teníamos una suite de dos dormitorios y dos dormitorios con cocina. Mucho espacio para 5-6 personas. Hermosas vistas ya minutos de la playa. Acceso a varias piscinas. El luah fue genial ... asegúrate de preguntarlo ya que no se ofreció ni se habló de él. Nos topamos con él.
starstarstarstarstar Rae Freeman
The resort is dated and overcrowded with service being close to non-existent.It's okay as a place to drop your stuff off or if you have kids and a little on the poor side and this is just your life.The room itself is fine but looks like we stayed on a remodeled floor that was acceptable. A lot of floors looked very dated and worn.
starstar Luke Stepniowski
Hotel was lovely. Staff was very courteous. We had a 2 BR/2B suite with a kitchen. Plenty of room for 5-6 people. Beautiful views and minutes from the beach. Access to several pools. The luah was cool...make sure you ask about it as it was not offered or talked about. We just stumbled upon it.
starstarstarstarstar Rae Freeman
Nós amamos nossa estadia aqui! O quarto era limpo, espaçoso, tinha uma excelente vista e os ventos de Oahu na varanda eram incríveis. Há um punhado de torres diferentes no Hilton Village e todos os hóspedes podem usar qualquer uma de suas muitas piscinas. Muitos restaurantes estão no local, lojas de presentes, bem como lojas ABC que têm todos os fundamentos. Sem mencionar que também fica a poucos passos da praia de Waikiki. Definitivamente recomendaria.
starstarstarstarstar Alex Padilla
Olá Viewer, estamos no Havaí. Sempre um ótimo lugar para visitar e relaxar. As acomodações são excelentes!! O clima é absolutamente ótimo. Alguma nebulosidade no final da tarde e chuva mais tarde. Nosso quarto é absolutamente tops...muito espaço...vistas deslumbrantes. Peguei um carro alugado na Budget Rental. Concluir esse processo online antes de chegar é melhor.
starstarstarstarstar Harold Perry
Hola espectador, estamos en Hawái. Siempre es un gran lugar para visitar y relajarse. Los alojamientos son excelentes!! El clima es absolutamente genial. Algo de nubosidad al final de la tarde y lluvia más tarde. Nuestra habitación es absolutamente superior... un montón de espacio... vistas preciosas. Recogí un coche de alquiler en Budget Rental. Completar ese proceso en línea antes de llegar es mejor.
starstarstarstarstar Harold Perry
¡Nos encantó nuestra estancia aquí! La habitación estaba limpia, espaciosa, tenía una gran vista y los vientos de Oahu en el balcón eran increíbles. Hay un puñado de torres diferentes en Hilton Village y todos los huéspedes pueden usar cualquiera de sus muchas piscinas. Hay muchos restaurantes en el lugar, tiendas de regalos y tiendas ABC que tienen todos los elementos esenciales. Sin mencionar que también está a unos pasos de la playa de Waikiki. Definitivamente lo recomendaría.
starstarstarstarstar Alex Padilla
Hello Viewer, we're in Hawaii. Always a great place to visit and relax. Accommodations are excellent!! The weather is absolutely great. Some cloudiness late afternoon and rain later on. Our room is absolutely tops...plenty of space...gorgeous views. Picked up a rental car at Budget Rental. Completing that process online before arriving is better.
starstarstarstarstar Harold Perry
We loved our stay here! The room was clean, spacious, had a great view and the Oahu winds on the balcony were amazing.
There are a handful of different towers at the Hilton Village and all guests can use any of their many pools. Lots of restaurants are on site, gift shops as well as ABC stores which have all the essentials. Not to mention it's also steps away from Waikiki beach. Would definitely recommend.
starstarstarstarstar Alex Padilla
La espera de tu bus para el tour
starstarstarstarstar Michael Hernandez
Bonito lugar
starstarstarstarstar Francisca Lemus
Mucha gente
starstarstarstar Miguel Salomon
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