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Grand Naniloa Hotel Hilo, a DoubleTree by Hilton

    Grand Naniloa Hotel Hilo, a DoubleTree by Hilton
 in Hilo
    Grand Naniloa Hotel Hilo, a DoubleTree by Hilton
 in Hilo


TripAdvisor Traveler Rating:
1434 Reviews
Latest TripAdvisor Reviews

  • Smelly room; horrible breakfast; unhappy staff

    by jdc8mbc on 2020-03-29 09:27 am

    We stayed at the Grand Naniloa and then at Hilton's Waikoloa. It was like night and day, worst to best. We hated our experience at the Grand Naniloa. At the Grand Naniloa, Ashlynn, the unfriendly and unhelpful desk clerk, did not acknowledge us as Diamond members, did not offer us water, did not give us our comp breakfast coupons. We ended up speaking to Sierra, another desk clerk, who graciously provided us with the comp water and breakfast coupons. Overall, it seemed the staff were not a friendly, happy group; dour seems an appropriate description; lacked the aloha spirit. We were assigned Room 328. The bathroom smelled like a combination of urine and mold. We used our carry-on Lysol spray in an attempt to mask the smell but were unsuccessful. We only travel with carry-on luggage (we never check luggage) so we were surprised by the severely limited storage space: no place to store luggage; a tiny closet (even small by European standards) and 2 small under-the-desk drawers; no dresser; no iron/ironing board. Breakfast at the hotel's Hula Hula restaurant was beyond dreadful and definitely not up to Hilton standards. The "cold" breakfast cost $16 for breads, cold cereals (no granola), yogurt, oranges, apples, a limit of 2 slices of papaya; a choice of passo-guava and orange juice; no apple or tomato juice; no peanut butter, no bananas . For $22, one can get the "hot" breakfast which is the never-changing oatmeal, scrambled eggs, bacon, Portuguese sausage slices, steamed rice, and breakfast potatoes. One can order off the menu instead of the buffet but we recommend leaving the hotel and finding a nearby breakfast restaurant. Parking is included in the $30 resort fee: one can choose between valet parking or self-parking in the lots across the street from the hotel. We've been Diamond members for years -- this is the most disappointing Hilton-chain hotel we've been to.

  • I wouldnât stay here again

    by rkid332020 on 2020-03-18 02:55 pm

    Restaurant is terrible and overpriced. Inconvenient hours of operation , bad service, poor food quality, and they did not have many items on the menu. Rooms are small, cramped and dirty. Staff is unhelpful and non-accommodating

  • From bad room to worse, for the low price of $150 per night!

    by Gavin_M_1989 on 2020-03-12 09:46 pm

    I was greeted in the lobby by friendly staff, a warm atmosphere, and relaxing live music, and though for sure I was in for a wonderful stay... but unfortunately I was wrong! My room was clean and nice enough (although very bland and white with a bit of an institutional look to it), but when I opened my 5th floor (screenless!) window there was a massive generator/AC unit almost directly beneath me which was roaring quite loudly to compliment my view of the parking lot. No worries, I figured I'd just ask them to transfer me to another part of the hotel as I had not yet settled or unpacked... The staff at the front desk was once again very friendly and understanding, but told me there was only ONE other room available in the hotel which I could switch to without significantly bumping up the price. They then moved me to another wing of the hotel... now down to the second floor and looking over yet another parking lot (this one even busier), but now I didn't need to worry AT ALL about exterior noise... because MY WINDOWS WERE 100% SEALED SHUT. That meant NO FRESH AIR in my room AT ALL. I woke up feeling groggy and stuffy every single one of my four mornings! My colleagues with whom I was traveling stayed just down the road at the Hilo Hawaiian, paid LESS, and had a BEAUTIFUL, much larger room with a balcony featuring a view of the ocean AND Mauna Kea. Next time I feel like spending $150/night for a hotel in Hilo, I'll stay at the Hilo Hawaiian or ANYWHERE but the 'Grand' Naniloa.

    Owner Response
    Dear Gavin_M_1989,

    Thank you for staying with us. We appreciate your honesty as we look for reviews to provide insight and constructive feedback regarding our hotel's service and amenities to better our guest experience. We addressed the opportunities for improvement you detailed and welcome any additional comments or suggestions you'd like to share. If you return to our area, we hope you will give us another chance to demonstrate our typically outstanding hospitality.

    John-HiltonHelp, on behalf of management at Grand Naniloa Hotel Hilo - a DoubleTree by Hilton, responded to this review

  • Wonderful stay!

    by staceyareviewer on 2020-03-06 08:31 am

    Easy EARLY check in. Sandie was OUTSTANDING! great views, lovely hotel grounds. Clean rooms. All of the staff were super friendly. Complimentary coffee, cookies, water, drink voucher. Would stay here again!

  • New meets Old

    by Resort49107763526 on 2020-03-06 08:29 am

    I was impressed by the new and modern look and feel of the recently renovated hotel. A new stylized hotel has been a long time coming for Hilo. The hospitality expressed by the staff showed that with the upgraded and modernized hotel that the Aloha spirit still exists.

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