Grand Naniloa Hotel Hilo a Doubletree by Hilton

Nice, upscale hotel. The lobby is open air and the back lot near the bay is gorgeous. The rooms were nice though the hotel is a bit dated. You get several free drinks which was nice. They only have valet parking unfortunately, and any other parking is down in the park. Explore the park down the street as it is very pretty.

We had a horrible experience at this hotel. Upon arrival, we waited nearly three hours for our room to be ready—even though all of our club teammates, who arrived up to two hours after us, were promptly checked in and given rooms. Every time we asked the front desk, we were told, “20 more minutes,” which turned into an hour and a half of waiting with no real update. We requested daily housekeeping services at check-in, but none was provided on the first day. When we inquired, they claimed it wasn’t noted and then assured us we were signed up for it moving forward. Yet again, the next day, no room service. I asked to speak with a supervisor, but no one ever followed up. While the location of the hotel is great, the customer service was seriously lacking. For the price we paid, the experience fell far below expectations. Honestly, I would have preferred to stay at an Airbnb for half the cost and likely better service. We have one more night and nothing would resolve this issue but want everyone to know there are better options in the area. I’m pretty sure a general manager will leave a comment apologizing and thanking me to help better them but with all the bad reviews it’s obvious nothing has been done

😠 Terrible experience — hotel to avoid. The male front desk staff was cold and unfriendly. We were charged twice for hotel fees ($150) that had already been paid through Booking. The hotel requested a $100/night deposit, but at check-out, they charged the same fees again. Despite multiple complaints, we never received a refund. The rooms are outdated, poorly maintained, and the decor desperately needs refreshing. I strongly advise against staying here. No transparency, terrible service, and no respect for guests.