Hilton Hawaiian Village Waikiki Beach Resort

Just checked in, and Nancy P. is awesome! She set the tone for what I know will be a wonderful vacation. Even though it's a short stay, her warm welcome and outstanding service made us feel right at home. I honestly don't think anything could upset or ruin this trip after such a great first impression. Thank you, Nancy, for starting our vacation off on such a positive note!

The room given to us had two balconies and overlooking the ocean and the lagoons . Opening my eyes in the morning with the view of the blue ocean is so relaxing .

Book in one tower, then arrived and were moved to a whole other tower. Pretty much a down grade. Thanks Hilton!

Evelyn was absolutely incredible. We found ourselves in need of a handicap accessible room due to some unexpected health concerns. Worked incredibly hard to move not only the person having the Health concerns, but also the other family Members just to make it easier for them to help take care of the needs. Evelyn went above and beyond and we so very much appreciate it.

Mary-Lou is an amazing cleaner & absolute sweetheart. She helped make our stay a 10/10! 😍❤️

Our family of four recently stayed in a newly renovated corner room in the Rainbow Tower with a Diamond Head and Waikiki view. The room itself was beautiful, clean every day, and the view was absolutely stunning. I also want to recognize the front desk, valet, and hospitality staff they were consistently warm, professional, welcoming, and made us feel appreciated from the moment we arrived. Unfortunately, the positives stopped there. For a resort that markets itself as one of the premier destinations in Waikiki and charges premium prices, the overall guest experience fell far short of expectations. If you’re traveling as a family, be aware that the pullout sofa is one of the most uncomfortable we’ve ever slept on. You can feel the metal coils through the mattress, making it nearly impossible to get a good night’s sleep. The beach looks gorgeous from your balcony, but once you’re in the water it’s surprisingly rocky and cloudy. Water shoes are an absolute necessity. Also, don’t expect beach chairs and umbrellas to be included they’re an additional expense despite the already high resort cost. The resort itself is enormous, which can be either a positive or a negative depending on what you’re looking for. However, the elevator system is outdated and extremely inefficient. Elevators routinely stop on multiple floors, packing as many guests as possible into the same car, resulting in long waits and frustrating delays. Throughout our stay we overheard numerous guests expressing the same frustration. The facilities also need attention. Pool tiles were cracked or missing in several areas, and the pool restroom was unacceptable. The floors were overflowing with urine, creating one of the most unsanitary public restrooms I’ve encountered at a resort of this caliber. Dining was another disappointment. We tried multiple restaurants throughout the property, and while none of the food was terrible, nothing stood out as memorable. The pool bar served watered down cocktails in extremely flimsy, inexpensive plastic cups that felt completely inconsistent with a luxury resort experience. The biggest issue, however, was the service. Aside from the outstanding front desk, valet, and hospitality team, much of the service staff including several bartenders, waiters, beach attendants, towel attendants, and other employees we interacted with appeared disengaged, unmotivated, and, at times, openly rude. Many interactions felt as though guests were inconveniencing them simply by asking for assistance. Hospitality should be one of the defining features of a Hawaiian vacation, yet it was one of the resort’s weakest points. I also couldn’t help but notice another unfortunate aspect of the experience: many guests treated both the staff and the islands with little respect. Hawaii is not just another vacation destination it’s a place with a rich culture, history, and natural beauty that deserves to be honored. Watching visitors behave as though they could treat employees poorly, ignore local customs, and disrespect the environment was disappointing. I hope both the resort and its guests do more to preserve what makes Hawaii so special. Overall, I left feeling that Hilton Hawaiian Village is relying heavily on its famous name and unbeatable location rather than delivering the level of service and quality that its prices promise. The views are spectacular, but beautiful scenery alone cannot make up for poor service, aging infrastructure, uncomfortable accommodations, and inconsistent maintenance. Would I return? No. There are simply too many excellent resorts in Hawaii where your money will buy not only beautiful views, but also exceptional hospitality and a genuinely relaxing experience. I hope management takes guest feedback seriously, because this property has tremendous potential but in its current state, it does not justify its premium price.

They messed up our reservation. And said they can't do anything about it there fully booked.