Hilton Garden Inn Kauai Wailua Bay, HI

Hotels
•
Hilton Garden Inn
6.5 (424 reviews)
3-5920 Kuhio Highway , Kapaa , US
+1 808-823-6000

listing image 1
Show all photos
Paid
Children allowed

Facilities

Fitness facilities
WiFi available
Free WiFi
Parking
Non-smoking rooms
Air conditioning
Fitness center
Swimming pool
24-hour front desk
Restaurant
See all facilities

Review Highlights

Pros:
Excellent location and views
Strong interior design and furniture / attractive lobby
Cons:
Poor cleanliness (smells, dirty carpets, dusty curtains)
Rooms dated and in need of renovation (leaks, broken outlets, noisy fans)
Unclean pools and neglected exterior/amenities
Perceived poor value: resort/parking fees and management issues, allegation of unauthorized charge

Categories

Cleanliness
5.5
Multiple reviews call out pervasive dirt, stains, mildew smells, dusty curtains and dirty carpets; lobby furniture/design praised but overall hygiene and ongoing maintenance are below expected standard.
Service
9
Mixed signals in reviews: complaints about management, policy (resort/parking charges) and an allegation of unauthorized card charges, but also a prompt technician response (AC fixed ~20 minutes) — overall responsiveness is strong though management/guest-handling appears inconsistent.
Location
10
Repeatedly praised across reviews: 'Lage ist top', good views and convenient placement — location is a clear strength.
Room Quality
5.5
Rooms described as dated and in need of renovation: cracked/leaking ceilings, some outlets not working, noisy exhaust fans and lack of balconies in some bookings; good underlying design but significant wear and needed repairs lower the score.
Amenities
6
Amenities criticized for unclean pools and poorly maintained common areas (elevator, exterior grounds); some positive notes about lobby design but pool cleanliness and exterior upkeep are weak points.
Value for Money
5.5
Multiple guests felt price did not match condition/experience (resort fees questioned, paid parking, perceived overcharge) — value is below expectations for the price paid.
Food and Beverage
6.5
Minor F&B complaints (e.g., no tea available at complimentary coffee breakfast) but limited direct commentary; treated as near-target with small negative notes.
Overall Experience
4
Several strong negative reactions ('pobyt niestaysfakcjonujący', 'Nightmare', 'very disappointed') driven by cleanliness, maintenance and perceived management failures — despite good location and design, overall experience is poor.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2026-11-05 14:10

Property Description

Luxurious Accommodations
Indulge in air-conditioned rooms, suites, and cottages with modern amenities including HDTV, microwave, and mini refrigerator. Enjoy the comfort of a custom coffee machine in every room.

Dining Experience
Savor Pacific-Rim and American cuisine at Garden Grill Restaurant & Bar, open for breakfast, lunch, and dinner. Grab snacks and essentials at Pavilion Pantry Convenience Mart, open 24/7 for your convenience.

Exciting Activities
Immerse yourself in Hawaiian culture with the thrilling Ahi Uila Fire Show. Stay active with access to a fitness center, business center, and onsite bicycle and walking paths.

Experience the beauty of Kauai at Hilton Garden Inn Kauai Wailua Bay, HI. Book now for an unforgettable stay!

Important information:

Hilton Garden Inn Kauai Wailua Bay resort fee items:
- Hawaiian cultural sunrise ceremony (3 days weekly)
-Daily cooler and beach mat rentals
- Safe deposit box rental
- Complimentary local telephone calls and no access fees for toll-free & credit card calls
- Internet access
- In-room coffees Please note: Resort fee inclusions are subject to change.

Please note: Only the "Breakfast Included" rate includes a daily breakfast for 2 adults. Additional breakfasts can be purchased for an additional fee.Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.
Please inform of your expected arrival time in advance. You can use the Special Requests box when booking, or contact the property directly using the contact details in your confirmation.
A deposit may be required at the property.

Check-in and check-out hours:
Check-out: 11:00 AM
Airport code: LIH

Location

Property Accessibility

Total Disability Score: 40.14
Public Area
  • Hill Located: No
  • Ramp: Yes
  • Entrance Type:
  • Entrance Door Width: 82
  • Entrance Leveled: Yes
  • Room Max Guests Number: 4
  • Pet Friendly: Yes
Reception And Restaurant
  • Reception Hearing Accessible: Yes
  • Reception Wheelchair Accessible: Yes
  • Restaurant Wheelchair Accessible: Yes
Elevator
  • Elevator Audio Signals: Yes
  • Elevator Braille Numbers: Yes
  • Elevator Contrasting Buttons: No
  • Elevator Visual Signs: No
  • Lifts Accessible: Yes
Show all accessibility features

Guest Reviews

6.5
Based on 424 reviews
Cleanliness: 5.5
Service: 9
Location: 10
Room Quality: 5.5
Amenities: 6
Value for Money: 5.5
Food and Beverage: 6.5
Overall Experience: 4
C
Carolina Mirjam Anoeska • solo_traveller • nl
9
2026-10-30 • via Nuitee
C
Carolina Mirjam Anoeska • solo_traveller • nl
9
2026-10-30 • via Nuitee
M
Magdalena • couple • pl
3
pobyt niestaysfakcjonujący
Pros:

Do≥ść dobra lokalizacja. Oraz dobra bazowa aranżacja hotelu - dziś ultra zaniedbana

Cons:

Hotel wymaga natychmiastowego remontu i zmiany modelu zarządzania - mimo iż design hotelu jest na dobrym poziomie infrastruktura jest bardzo! zniszczona. Zaniedbana jest bieżąca konserwacja zużytych/zepsutych elementów, wszechobecna jest strasząca rdza, brudne zniszczone i zaniedbane są okna, wykładziny są w bardzo złym stanie, nie zamykają się drzwi do pokoi , winda jest w opłakanym stanie. Zapach w pokojach jest nie do przyjęcia - obrzydliwy smród prawdopodobnie z klimatyzacji ( kiedy nie jest włączona odrobine maleje ). Poziom sprzątania bardzo slaby - meble w lobby stylistycznie dobre, są niestety bardzo brudne, wyperfumowane zamiast wyczyszczone ( brud jest widoczny gołym okiem), wykładziny brudne, zasłony w oknach w pokojach ciężkie od kurzu i brudu. Ogólne wrażenie nieświeżego, brudnego obiektu. Teren zewnętrzny również zaniedbany, bez pomysłu, nieprzyjazny dla klienta. Ewidentny brak skutecznego zarządzania personelem, infrastrukturą i standardem obsługi, naraża klienta na nieadekwatnie wysoki wydatek - cena kontra jakość - oraz stres podczas czasu wypoczynku i relaksu. Marka hotelu, oraz prezentacja na stronie internetowej i platformach sprzedażowych wprowadza klienta w błąd i psuje wakacje. Dobry projekt wnętrz, dobre meble, dobre rozwiązania designu - słowem dobra podstawa , ale to nie wystarczy kiedy brak umiejętności czy też możliwości utrzymania podstaw standardu.

2026-10-28 • via Nuitee
A
avelina • family_with_children • us
5
Pros:

NA

Cons:

room location

2026-10-28 • via Nuitee
K
Kay • solo_traveller • de
5
Pros:

Lage ist top.

Cons:

Hotelzimmer benötigen eine zeitnahe Modernisierung.

2026-10-24 • via Nuitee
M
Marcin • extended_group • ca
9
2026-10-23 • via Nuitee
J
John • family_with_children • us
5
2026-10-21 • via Nuitee
A
A • couple • de
10
2026-10-18 • via Nuitee
A
Angela • solo_traveller • de
10
2026-10-16 • via Nuitee
A
Andie Mayers • couple • de
6
Tolle Lage, kein Hiltonstandard zu hohen Kosten
Pros:

Lage, ohne Auto jedoch nicht machbar, Lobby, Zimmer

Cons:

Leider sehr viel... Pools waren nicht sauber, wir konnten nicht schwimmen weil wir uns ekelten, Zimmer in dieser Preisklasse ohne Balkon oder Terrasse, das war so aus der Beschreibung nicht zu erkennen, kein Tee beim kostenlosen Kaffeefrühstück, der selbst in den günstigsten Hotels auf Hawaii angeboten wird, das Gebläse des Badezimmers war nicht abzustellen und war ständig sehr laut, wir konnten nur mit Ohrstöpseln schlafen, dafür haben wir 200€ Resortgebühren bezahlt, ich frage mich noch immer für was.... eine Unverschämtheit. Parkplatz auf dem Hotelgelände ohne Bewachung 25 Dollar pro Tag, es gibt keine Möglichkeit anders zu parken, auch das ist eine blanke Unverschämtheit.
Ich bin davon ausgegangen, dass wir ein Hilton buchen und Hiltonstandard bekommen, aber wir hatten in einfacheren Hotels und AirBnBs hier auf Hawaii zu wesentlich günstigeren Preisen einen wesentlich höheren Standard. Wir sind sehr enttäuscht.

2026-10-14 • via Nuitee
H
Heiko • solo_traveller • de
10
2026-10-11 • via Nuitee
F
Frank • couple • us
10
2026-10-08 • via Nuitee
M
Mana • couple • ch
6
2026-09-18 • via Nuitee
S
Songul • couple • us
1
Nightmare. I never ever get close to Hiltons.
Cons:

They steal your money from your credit card without your authorization. Horrible robbery. Do not even get close to this name in Kauai. Stay away and protect your money from these thieves !! They are not providing any service but still charging you. Horrible facility. Stat away!

2026-09-12 • via Nuitee
A
Antionette • family_with_children • us
3
I feel I saw the Hilton Garden Inn was a little dated. Need some renovation and overall deep cleanin
Pros:

The location…. And views

Cons:

Overall cleanliness of the room.
Before the hurricane the carpet was sour and with smells of mildew.
only some of the outlets worked.
The air conditioner went out and the tech had to come and fix it 20 minutes after our arrival on Sunday.
There were some cracks and leaks in the ceiling.
the curtains dusty…

2026-09-12 • via Nuitee
V
Vronica • solo_traveller • us
4
Not worth the money.
Pros:

I liked the overall location. It was really close to the main attractions and airport, so that is hard to beat. The initial ambiance when you walked into the lobby was really nice as well. It felt "very Hawaii".

Cons:

I booked this room because the price was unbeatable. However, though it was a price that was booked with "all fees included/accounted for", I ended up paying about $400.00 - $500.00 more for the additional hotel fees when I went to check in. I would have opted for a different place at the final price I paid for this room booking. The hotel manager was the best, however, the rest of the customer service from the hotel receptionists were very disappointing. The lobby was really nice, but the rooms were not. The elevator was outdated and looked very worn in and scary. The door was scratched, it took forever for the elevator to respond when the button was pressed, the carpets were stained and worn. The beds were not comfortable in the least. The pillows were though. Wifi was the worst. I could not get cell service hardly at all, which was scary, considering I already didn't feel safe/comfortable in the hotel (as a solo traveler). When asked if the wifi was always like this, the hotel receptionist said yes, that certain carriers need to be located in specific areas of the hotel to work properly. When I asked if I could change rooms so my cell service would work, the receptionist did her very best to describe how much more complicated and difficult that would be for everyone involved, which, given that I have changed room with ease at other hotels, made me think that she just did not want to help me change rooms.

2026-09-06 • via Nuitee
M
Manuel • extended_group • fr
8
2026-09-04 • via Nuitee
T
Theresa • couple • us
4
2026-09-04 • via Nuitee
J
juliusa393 • Family
2
STAY AWAY!!!!
Pros:

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.

2026-08-28 • via Tripadvisor
E
enrique • family_with_children • es
10
Pros:

Todo ok

2026-08-26 • via Nuitee