Hilton Waikoloa Village

Customer Ratings & Reviews

TripAdvisor Traveler Rating

11233 reviews

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  Exceptional Service at Hilton Waikoloa Village – Freda & Esther Truly Exemplify Hilton Hospitality

  Exceptional Service at Hilton Waikoloa Village – Freda & Esther Truly Exemplify Hilton Hospitality ⭐⭐⭐⭐⭐ We stayed at Hilton Waikoloa Village in December 2025 as a family of eight and as Hilton Diamond members, and our experience was elevated by two exceptional team members: Freda at the Front Desk and Esther, a hostess at Nui Restaurant. Freda – Front Desk (Palace Tower Check-In) From the moment we arrived, Freda delivered an outstanding check-in experience. Without us needing to explain every detail, she immediately understood our needs as a large, multi-generation family and proactively arranged two connecting rooms (Suite + King) in the Palace Tower. The configuration was ideal for our group, and her handling of the upgrade was seamless and professional. Freda also took the time to clearly explain available amenities and options across the resort, which helped us maximize the value and enjoyment of our stay. Beyond operational excellence, what truly distinguished her was her genuine care and warmth. She made us feel welcomed, valued, and personally looked after—far beyond a standard front-desk interaction. Freda represents the very best of Hilton hospitality. Esther – Nui Restaurant (Hostess) At Nui Restaurant, Esther demonstrated extraordinary attentiveness and compassion. One evening, after a long day returning from Hilo, our three-year-old daughter fell asleep before dinner. Without being asked, Esther thoughtfully created a safe, makeshift crib using napkins, two chairs, and blankets so our child could sleep comfortably. This simple but deeply caring gesture allowed our daughter to rest peacefully while the rest of the family enjoyed our meal. Esther turned what could have been a difficult moment into a beautiful family memory. Her creativity and empathy exemplify what true hospitality looks like in practice. Final Thoughts Both Freda and Esther went well beyond their job descriptions. They didn’t just provide service—they created comfort, trust, and lasting memories for our family. Hilton Waikoloa Village is fortunate to have team members of this caliber, and they deserve recognition for consistently delivering exceptional guest experiences. Highly recommended for families—and sincere thanks to Freda and Esther for making our stay unforgettable.

  Feb 09, 2026
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  Very Disappointed !!

  This hotel was always my go to when on the Big Island but after this last visit, I may have to stay elsewhere. Some front desk members are indifferent at best. Housekeeping now has to be requested or your room doesn't get serviced (for the prices they charge, this is ridiculous, in my opinion). The TV in the room did not work for 3 out of the 4 days I was there. Several times, calls to valet went unanswered. The pool bar closes at 5pm. So if you want some drinks by the pool for sunset or after a long day of driving, you'll have to walk a good distance and up a bunch of stairs to grab a beer. The trams that take you to your rooms, crashed during our stay. And the resort is starting to show its age. On a positive note, the pools, which we're historically kept at frigid temperatures, are now a lot warmer and very enjoyable. Also, my room in the Makai tower was very nice. Hopefully this resort can improve its level of service to what it was pre-covid,

  Feb 07, 2026
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  Poor costumer service

  I am currently staying at this hotel and traveling with someone with mobility constraints. My biggest issue has been with costumer service. We initially considered canceling this vacation however, we were informed that there is a tram that runs from one end of the resort to the other at three minute intervals 24/7. We were also told that there are boats that ferry passengers at more limited intervals. Upon arrival, both the boat and tram are unavailable. Apparently, this is a new development; however, it was not communicated. We were placed in the ocean which furthest from any of the restaurants or pools. It ends up being about a mile walk from one side to the other. My companion has exercise restrictions, documented in a physician’s note, and this is an explicit violation of her documented required accommodations. There are supposed to be shuttles, but they are always full and take well over 20+ minutes to get a second shuttle. We approached the managers at each of the other towers to try and be moved closer to where there are restaurants/activities due to the mobility constraints. Although we were told that the resort is currently at 33% capacity, they still would not move us even for an up charge . For a luxury resort, this is anything but luxurious. We are flying home early rather than staying. Again, beautiful beaches and pools, but simply not what I would expect for a “resort”experience.

  Feb 05, 2026
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  FOUND HUMAN TOOTH IN ROOM - BOOK ELSEWHERE

  Our stay was one of the worst hotel experiences we’ve ever had, and we will never return. If you are reading this: book elsewhere. From the moment we checked in, things went wrong. In our room, we discovered a human tooth on the floor. This is a serious cleanliness and safety issue, yet the response from management was dismissive and defensive. When we reported it, the first manager we spoke with (Neil) was condescending and patronizing. He said, “Well, what do you want me to do about it?” and made a smug remark about loyalty status, implying we were “just Gold.” Regardless of status, no guest should be treated that way — especially when reporting something this unsanitary. Unfortunately, this wasn’t an isolated issue. We had four rooms booked for four nights, and multiple rooms were affected by serious problems: • One room had a smoke alarm going off throughout the night, making it impossible to sleep. • Someone attempted to open our friend’s room door, which is extremely concerning from a safety standpoint. • The tram system was broken, and the hotel gave little to no communication about it. It took 15 minutes of walking each way just to reach our rooms — at a resort this large, transportation is essential, not optional. • Pool service was closed, which defeats the purpose of staying at a resort property. • Room service was effectively unavailable — we called multiple times with no answer. • The breakfast buffet took around 20 minutes just to get service, despite not being unusually busy. On top of the service and safety issues, there was also a pricing issue. A Kamaʻāina discount was advertised, but it was not properly applied to our booking. When brought up, it was not handled clearly or proactively, which made the situation feel misleading on top of everything else. This was a pattern of failures: cleanliness, safety, basic service, infrastructure, communication, and billing accuracy. After all of this, the hotel comped only one night of one room, and even that was initially processed incorrectly. That response does not match the severity or scope of what occurred across our stay. We understand hotels can have off days. What’s unacceptable is the dismissive attitude, lack of urgency, and failure to take responsibility — especially at a resort that markets itself as a flagship experience. We will not be returning

  Feb 05, 2026
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  Used our five day pass once and that was more than enough!

  We didn't stay here, but we had a day pass to the place staying at one of the villages a km away. There were 8 of us (4 adults and 4 kids) and we came here about 9am to spend the day. The first thing that hit us was the cost of the parking so we looked for a free park.. There are precisely 5 parking bays outside the entrance that are free and there is miles of space you could park with no parking signs all over them. We then entered the village and saw the train in front of us (and we told the boats were out of order today). We got on the train to go to the pool on the left and after 45 seconds the train stopped and we expected it to go another 200m of so but it started going in the other direction. We ended up walking the route (maybe 1 min to get there) and then walked the rest (which was very poorly signposted and we took the very long way around to get to the pool). If you have a pram it's a lot more difficult to navigate the short route. We then had to sign in to get the towels (and EVERYONE has to be there to be signed in). So we dragged the baby and parents there and got a plastic card key that gave us towels.. We then climbed into the pool and were very disappointed that it was cold (not just cool, but cold). There are two spas but they were on the other side and packed. The one spa is surrounded by rock and pool so after you climb in and get warm you have to get into the cold pool to get back out.. We did the slide once (nothing to mention here). We had a snack meal (Pizza, Pine Apple etc.) at the Orchid Take Away (Again pretty expensive for what you get) and we tried to order a milkshake to be told it was a separate restaurant and had to order by standing in another queue. Long story short, we spent less than 4 hours there and called it a day. We had free passes for 5 days and didn't go back there again. Unlikely to return.. There are many other nicer locations..

  Feb 02, 2026