Hilton Garden Inn Kauai Wailua Bay, HI

I would give this hotel ZERO STARS if I could. This was by far the worst Hilton experience my family and I have ever had.

From the moment we arrived, the experience was unacceptable. We waited almost TWO HOURS past the scheduled check-in time for our room to be ready, and my nephew experienced the same issue with his room. What made it even more frustrating was that after waiting for so long, I had to make the effort myself to call and ask whether our room was finally ready because I was tired of waiting. There was no proactive communication or update from the hotel regarding the delay. Guests should not have to chase down the hotel just to find out whether their room is ready nearly two hours after check-in time.

After waiting that long, we expected to at least receive a clean and comfortable room. Unfortunately, that was not the case. The bedding was rough and scratchy, the bathtub had visible stains and what appeared to be mold, and the room had a strong musty, mold-like smell. These are basic cleanliness and comfort standards that guests should not have to complain about, especially at a Hilton property.

To make matters worse, I was CHARGED TWICE for my stay. Having to deal with a duplicate charge on top of the delayed check-in and unacceptable room conditions made an already frustrating experience even worse.

As a Hilton Honors Diamond member, I was also extremely disappointed that my Diamond member benefits were not honored. I have remained loyal to Hilton because I expect a certain level of service and hospitality, but there was very little recognition of that loyalty during this stay.

The customer service was probably the most disappointing part of the entire experience. The manager spoke to my sister disrespectfully and, when addressing her concerns, responded with a smirk, “You are only here for one night.” That comment was incredibly dismissive and unprofessional. Whether someone stays for ONE NIGHT or an entire week, they are still a paying guest and deserve the same level of respect and customer service.

This property needs serious attention from Hilton Corporate. Between waiting almost two hours past check-in, having to personally call the hotel to find out whether my room was finally ready, my nephew experiencing the same check-in issue, the unacceptable room conditions, possible mold, musty odor, duplicate charge, Diamond benefits not being honored, and the disrespectful treatment from management, this experience fell far below the standards I expect from Hilton.

I would not recommend this property, and I would not stay here again. Hilton Corporate should seriously review the management, customer service, cleanliness, billing practices, and overall condition of this property.

Todo ok

L’emplacement

Stayed in cottage. Perfect location for amazing sunrises and only steps from the beach. The staff are incredibly friendly and helpful. The only negative is ants are prevalent which is not surprising given the location.

The location next to Lydgate Park was awesome! The front desk staff were kind, especially Curt who sang to us daily and made our trip extra fun. The room proximity to the pool, food at the tiki bar was pretty good and we enjoyed the complimentary water bottles each day, along with a filtered water system (although it wasn’t cold) next to our room.

La habitación era muy amplia y la cama era enorme para 2 personas. Al tener vistas al mar, el día del espectáculo de baile hawaiano, pudimos verlo desde nuestra habitación. La mini nevera y el aire acondicionado, enfriaban muy bien. Tanto en el lavabo como en la ducha, había geles rellenos.

Die Nähe zum Flughafen war super

The lobby and grounds are nice and the staff was pleasant and helpful. Liked being next to Lydgate Park.

Location is nice.

The area.

Check in was disappointing no warm welcome to Hawaii and the property and no explanation of the property. Just a thanks for being a diamond member. We had room 1321 and it was fine no mold and clean. Nothing exciting about it. Had a view of the pool and ocean. Hot tub was hot so we enjoyed that. We did not go in the pool but lots of people were in it so not sure about the temperature. The Tiki bar food and drinks were good but the staff was not friendly and it was not clean around the deck. We did enjoy sitting by the pool facing the ocean and also watching the Luau from afar that is held on the property. This property is in a beautiful location but is run down, buildings not pristine and lots of rusting outdoors. With a refresh it will great and there are signs posting about upgrades in progress. Meanwhile management needs to work with staff on being friendly and welcoming.