Grand Naniloa Hotel Hilo - A Doubletree By Hilton

Recent Reviews: 1875

• User:KUJayhawks99

  Trip type: Family

  Yuck! This place is nasty!

  29 May 2026

  I’m a Hilton Diamond member. And I can tell you some of their places are fantastic and some not so good. I would rate this one way at the bottom of our my list. We traveled there for one night to see Volcano NP. Only 40 min drive from the hotel. And now for the hotel…It’s in dire need for a refurbishment. Outside, rooms, hallways, elevators, pool area..you name it. Anything every review has said before is true. AC went out the morning we were checking out due to water main issue they said. In 24 hours, I have never heard so many excuses of why things were in such condition. This gets me to service…. Waited 30 minutes in line to check in as they only had two people working the desk. Said they couldn’t accommodate digital check in cause they were “converting” systems. During check in, many rooms were not ready in check in time as “they were full the previous night with Netflix film crews ” and “had graduation parties going on”. Obviously, they were extremely short staffed. I’m not a complainer by any means, I know I wasn’t getting the Ritz Carlton. But wanted to get a clear review to anyone considering this hotel. It’s not up to Hilton standards.

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• User:JavanP9

  Trip type: Business

  Unacceptable stay — checked in at 7:30 PM and out 2 -1/2 hours later at 10:00 PM because the room was not habitable

  26 May 2026

  I have stayed at the Grand Naniloa - a DoubleTree by Hilton many times over the years, usually on interisland business trips. After the remodel and reopening, I was initially very pleased with the property. Even as recently as a year ago, the resort felt well maintained and the staff were more helpful. Unfortunately, this most recent stay was the worst experience I have had at this property, and bad enough that we checked out and left at approximately 10:00 PM to stay at another nearby hotel.Our stay was scheduled for May 24–25. We arrived around 7:00 PM and waited roughly 30 minutes in line to check in. There was already a line at the front desk, and other guests appeared to be waiting 20+ minutes after checking in for their rooms to be “ready”. At that hour, making guests wait for rooms they reserved and paid for is already concerning.After checking in, we immediately dropped our bags and went to dinner. When we returned, we noticed the temperature in the room had increased from 76°F / 24.4°C to 78°F / 25.6°C, even though the thermostat was set to 65°F / 18.3°C. Before we decided to leave, I called the front desk and was told the property was aware that the air-conditioning had been out all day in our tower, technicians had been working on the issue, and there was no clear timeline for when or whether it would be resolved.That is the point where this became unacceptable. A hotel in Hilo knowingly checking guests into rooms with unresolved A/C problems should be proactively disclosing that before check-in, not waiting for guests to discover it after dinner.I then asked to be moved to a room, building or tower with functioning A/C and was told that was not possible because the other buildings were completely full. At that point, we had no realistic option but to leave or resign ourselves to paying hundreds of dollars for a hot, humid and uncomfortable room.When we went back at the front desk departing, I asked why this issue was not disclosed when we checked in, especially since the front desk staff had time for small talk about our trip and business. I was told they were not aware “which rooms were impacted.” What made that explanation even more concerning was that it turned out that the gentleman who checked us in turned out to be the front desk supervisor, “L.F.”, who now claimed that the reason he didn’t disclose it was because supposedly he did not know which rooms were affected.That explanation is difficult to accept, especially because I had already been told by the front desk that the air-conditioning had been out all day in our whole tower. If staff knew an entire tower was affected, then management and supervisors should absolutely have known which rooms were impacted before assigning guests to them.The departure experience made matters worse. The front desk supervisor was not solution-oriented and became noticeably defensive once it was clear we had a serious issue. The response was not consistent with the level of professionalism I expect from a major resort property, especially one charging resort-level rates.This property used to feel like a reliable and well-run option for interisland business travel. Based on this stay, it now appears to be slipping in both maintenance and service standards. This was not a minor inconvenience or a matter of personal preference. A room that cannot be cooled to a reasonable temperature in Hawaiʻi is not acceptable, and knowingly placing guests into that situation without disclosure is poor hospitality.A serious review of property maintenance, room-readiness procedures, guest disclosure practices, and front desk customer-service training is needed here. Until this property can demonstrate that its rooms are properly maintained and that management will handle guest-impacting engineering issues transparently and professionally, I cannot recommend staying here.

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• User:Mainemeow

  Trip type: Family

  Not a resort.

  23 May 2026

  We recently had a four night stay at this hotel. It rained every day of our stay. This is an expansive, waterfront hotel that is conveniently located close to the airport and downtown Hilo. It is also about an hours drive to Volcano National Park. Although it is a waterfront hotel, there is no beach. It features only one real amenity, a nine hole golf course. There is an outdoor pool, but it is way undersized given the potential population of the hotel. Our room was very nice with a mini fridge and microwave. There was a separate counter space. The sink was just outside the bathroom. Nearly every beverage that we put in the mini fridge froze solid and we were visited by troops of tiny ants on the counter and sink from time to time.There is a main bar and restaurant near the pool area. There is also a lobby bar that serves food. The food at the main restaurant was very good. The breakfast menu is extraordinary. All the staff were friendly and helpful. My sense is that this hotel is an excellent venue for weddings and conferences. However, it isn't a great place if you are looking for a resort vacation on the Big Island.

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• User:Voyage09405529301

  Trip type: Family

  Unsatisfactory Staff Experience

  24 Apr 2026

  If you're a senior citizen or disabled, the hotel does not accomodate your situation. If they assign you to the Kilauea side of the hotel refuse. The hallways are narrow and smells. The windows in your room don't open so you can't sit on the balcony to enjoy the fresh air. Also, I'd like to know what the $39.00 resort fee includes. When we asked housekeeping to come back later to clean our room we were told that they can't. I almost fell when my walker got caught in the carpet, Luke said he'd get it fix but he never did. During my entire 6 day stay only 1 employee ever held the door open for me...everyone else just walked by.

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• User:Robb M

  Trip type: Couples

  Another Great Stay

  23 Mar 2026

  I had a really good stay at the DoubleTree Hilo. They recognized my Diamond status right away and upgraded me to a room with a beautiful harbor view. The room was clean, the staff was friendly, and the location is perfect — close to town and right by Liliʻuokalani Gardens.I also appreciated the switch from required valet to optional self‑parking. And yes, the DoubleTree cookies were plentiful during my stay. I enjoyed the restaurant too, especially the Mediterranean pizza from the bar. Enjoyed the guest lounge with complimentary coffee and POG juice. The hotel is definitely an older property, and you can see where a renovation would help. Even so, the staff, service, and location really carry the experience, and I ended up having a very good stay. I’d happily return.

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