Hilton Waikiki Beach Resort and Spa

Customer service and hospitality fell short at this property. After a long evening flight, we arrived expecting a warm welcome. Still, Eugene at the front desk was cold—no greeting and no acknowledgment of my Diamond status, which I’ve never experienced at a Hilton. My reservation noted that we were celebrating our 17th anniversary and requested an upgrade if available, but that was ignored. Our Makai Tower room was average, and the body wash in the shower was empty—we had to call to have it refilled. Breakfast service was disappointing. Vanessa was unfriendly and inattentive. I pointed out the cracked teapot and cup; she replaced my cup and ignored the teacup and never checked back in. The one standout was Shannon at Nui restaurant. Attentive, professional, and genuinely welcoming, he set the standard for what hospitality should feel like. Checkout was more of the same. Annie didn’t greet us or ask about our stay. We pointed out an error with the daily Diamond credits and waited in line again to fix it with no apology. Nice property, but it lacked the warmth and aloha spirit you’d expect on vacation. Front desk service, in particular, needs improvement. Read less

BEWARE!!! The ONLY thing this venue has going for it is the view: and if you are on the side with no ocean view be prepared for a significant "rip off" experience. I'm literally giving this place two stars instead of one because we had a beautiful view. Here's the details: 1. Paid extra for breakfast and it was a bad experience all the way around: 15-30 min wait EVERY DAY to get in. Inconsistent staff: from bossy and entitled to a helpful and kind. Food was awful - the very basics and this is from a "real Hilton"??!! It's supposed to be better than Embassy suites right? Bottom line: the breakfast venue is way too small for a hotel of this size. Food choices are very basic and too many nickel-and-dime corner-cutting management choices: very small coffee cups, you have to ask for a pitcher of coffee, bowls are very small, signs up that say if you take anything out you get charged $1.99 for their "Green fee"? GTFOH!!! I paid almost $12k to stay here! If I want to bring a few bagels for the road deal with it. We ended up bringing in our own coffee cups, and making up lies at the Starbucks counter to get a to-go cup... Can you believe that? 2. They had an arcade room full of scam claw machines! So awful... poor kids dumping $15-20 a day trying to grab a 10-cent stuffy - really? Is that Hilton's best option at providing wholesome entertainment for children? Every game should have been free play and zero claw games. 3. Towel machines everywhere with signs that say if you don't return your towels you'll be charged! More insulting ghetto verbiage that just points to ignorant clueless management. At these prices and resort expectations, I absolutely do not need to ever read that crap: staff should be waiting and serving - not barking rules and consequences. 4. Worthless concierge desk! I asked the concierge desk how to get to the Dole Pineapple Plantation and they had no idea what it was! That's like being at a five star hotel in Paris, being told they don't know how to get to the Eiffel Tower. 5. Everything requires a key card! It's a real pain in the a$$! They sure have plenty of hotel security: what the hell are they doing? Literally, you have to use a key card to go into the elevator, to get to the pool, to even open the lobby bathroom, to get towels for the pool! Honestly, I don't care if every resort is like this: it's just really poor customer service. 6. Every day there was a magician in the lobby pandering people to see a magic trick and then sell you on a $75 ticket to an hour magic show at the resort!! Again, REALLY?? Dumb nickel-and-dime cheap tricks to lure kids into over priced activities that should just be part of the "resort experience" - Hawaii already requires an expensive daily resort fee that every hotel charges... So what the hell are we getting for that fee! 7. Last note: there are TWO Hilton resorts both with very similar names, marketing images, and in close proximity to each other. This one: "Hilton Waikiki Beach Resort and Spa" and the other one: "Hilton Hawaii Village Beach Resort". I spent about 5 hours searching resorts and I thought I was picking the other one - I'm no idiot, but after so long comparing, it was too easy of a mistake. I think the Hawaiian village, might've been a better choice for smaller kids... But ultimately I'm guessing most of the complaints would've been the same. I'll never stay here again. Read less

When we checked in the front desk agent was amazing, he was very kind and helpful. Later that day I went to shower and there was a used bar of soap in the bathroom and long hair in the tub. We changed rooms which took 1 hour of day on the day we arrived tired and sleepy. The manager offered us $100 for food and beverage as a courtesy. When we went to the bar the next day to use the credit, we ordered something drinks from their menu and all three drinks tasted terrible, like rubbing alcohol mixed with sugar syrup. We let the bar tender know, his name is Masimo, he literally looked at us and said “ok” and took our drinks back and walked away. Such an odd Interaction. He was giving us dirty looks before we even ordered. Then later I noticed big blotches of Mold In our closet. At this point we were tired of complaining because the issues kept coming up and we wanted to enjoy our trip. I never thought a hotel could ruin ur vacation but this hotel definitely ruined our entire time there. The staff was nice throughout the hotel but this place is falling apart, everything is cheap quality, the soap the shampoo even the toilet paper is Scott brand the cheapest nastiest u can buy. The elevators went down one night and there were lines just to get to ur room. The pictured look nice online but when u get there it’s all a scam. They need to renovate asap, we used points to stay here and regret it so much , we wasted our hard earned points on a motel 6 basically. Read less