Hilton Waikoloa Village

Customer Ratings & Reviews

TripAdvisor Traveler Rating

11187 reviews

• 

  Gorgeous facility

  We loved our stay. After traveling through Hawaii for three weeks and staying in hostels, we decided to spoil ourselves here. Ernette checked us in and was so kind and patient and really exhibited the aloha spirit. She really made us feel welcomed and was very attentive. It made our trip! The hotel grounds are gorgeous. There was construction going on in our building, but it was not bothersome. The lagoon was our favorite amenity. It was great to snorkel and see all the wildlife and tropical fish.

  Nov 04, 2025
• 

  Stayed at better Hiltons

  I generally like to wait to write reviews, but six weeks later I'm pretty much where I was the first night. This is no where near my favorite Hilton, and I've been to plenty all over the planet. The staff was nice enough, but after a long flight from the East Coast and the drive up, all we wanted to do was kick off our shoes, get some room service and crash. Guess what? No room service, except from the the Italian place. And the thing is, the hotel is laid out so poorly, it's a half an hour hike to most restaurants. I guess that's why they have a tram to get you around the grounds because it's soooooooo spread out. We went to one restaurant (Can't remember the name) that had a very nice view, but I'm allergic to paying $100 for a steak. So we walked. And walked, And walked some more. And we ended up in....................the Italian place. For a 40 dollar pizza. Not the way we wanted to end a long day. The room was just OK, nothing special. Needless to say, we won't be staying here again.

  Nov 02, 2025
• 

  Great experience

  This resort was both self contained with every conceivable desire either met on property or established in such a way it could be booked on property with shuttle service. The food is amazing. The views from out oceanfront room were incredible the staff friendly, my partner and I will return.

  Nov 01, 2025
• 

  Deceptive practices, bait and switch, construction debris and irritating fumes

  We had a nightmare of an experience with our recent stay at the Hilton Waikoloa Village location in Big Island Hawaii. We went to Hawaii for our honeymoon and stayed at this property during the last 2 nights of our trip. We arrived at 4:30pm for our 4pm check in for a King bed Room, and were told they had “oversold” and they didn’t have our room. This was the first red flag. Having booked a month a half ago on Hilton Honors, how could the room not be available? The front desk manager Emely explained to us that she had worked in over 5 hotels and that this is just how hotels do business. They oversell to ensure they sell out. Even if this was true, it’s extremely unprofessional for a hilton hotel manager to tell the guests that they over sell on purpose and not having the room we booked was expected. As we were told all this, we checked online and saw they were still selling the same exact room that they told us were oversold and was unavailable. We were offered 50,000 points compensation for not having the room we booked and parking fees waived. But if it were you, would you take some credits and free parking to sleep on small separate beds on your honeymoon? We thought the bad news were behind us, but this was far from the truth. We arrived at our building called Palace Tower, and the entire building is under Full Construction. I’m talking scaffolding everywhere, wooden boards boarding up the hallwaysm, dust and debries everywhere. There were loud drilling and hammering throughout the entire building. We were furious that this was not communicated to us at anytime during the booking process nor check-in process. We called the front desk but the manager ensured there was nothing they could do. As a result we called Guest Assistance line at Hilton. The representative that helped us was Alex. Alex was very understanding and helped us create a case for the poor conditions we were put in and said “Please give this case number to the front desk and they should be able to help you. If they do not help you, please give us a call back in a day or two and we will have more control over what we can do.” We did exactly that, the front desk manager still insisted that she could not help us in anyway so we waited to call Guest Assistance. During the entire stay, our throats were dry and scratchy from the construction fumes and we woke up with headaches each morning. Fast forward 2 days, we called Guest Assistance things did not go as expected to say the least. We called a total of 5 times. The first person we spoke to was Mary. She completely threw Alex’s story out the window. She said there is nothing she could do to help us and transferred us back to the Hotel. I mean, if the hotel could help us, why are we calling corporate? The second person we spoke to, Zoe, straight up acted like she couldn’t hear us. It was very obvious that she was distracted or not even in a proper working environment. Every 10 seconds or so she would say “Hello? Hello?” but we could hear her clearly, and the person that transferred us to her, which was also on the line at the time, could hear us perfectly. The third call, a male representative picked up the call and insisted there was nothing he could do either and without telling us, transferred us to the hotel. We were devasted at this point but we kept going because we refused to believe that a big name like Hilton was offering this poor level of customer service. Finally on our 5th call, we spoke with Kay. Kay listened to our story, tried to make things right, and gave the hotel a call on our behalf. He asked us several key questions and said he will escalate this issue to the next level in the Guest Assistance team. We are still waiting for responses from them as we are writing this. While we really appreciate him helping us with the situation, we are weary we might hear a completely different story next time we get in touch with them, much like our previous encounter with Alex and the other representatives. We have spent countless hours during and after our honeymoon trying to resolve this issue and truly, we just want to raise awareness to this issue. We want to notify corporate that this property is actively and knowingly conducting deceptive business practices. They are overbooking on purpose to cover their bottom line, using bait and switch tactics to put guests in buildings under full construction without any notice, and exploiting guests in vulnerable positions. At this point, Hilton upper management still has not reached out to resolve this issue. We will share this experience with as many as possible to warn them into further consideration when booking with Hilton and this property especially. We have also shared our experience on the r/Hilton reddit group and have received many warm messages regaridng our experience and will continue to do so. Please help us spread the word about this hotel to ensure others don’t fall for the same trap. Thank you.

  Oct 30, 2025
• 

  Wouldn’t go again

  Rooms are extremely outdated. The breakfast buffet was 55 dollars per person??? All the food was insanely priced and honeslty not very good. You have to pay to use any of the amenities in the salt water lagoon. I would pay more to stay somewhere way nicer because you’ll end up spending an extra 700 dollars?

  Oct 28, 2025