Grand Naniloa Hotel, a Doubletree by Hilton

1, they charged us $1,200 for parking and for meals when we only charged 2 or 3 to the rooms when we paid most of them in cash or card. The rooms are dated and the elevators, when working, had no safety features and would try to amputee a limb.

This was hands down one of the worst hotel experiences I’ve ever had. The hotel was dirty from the start, common areas and the room itself were clearly not well maintained. For a DoubleTree by Hilton, this place is an embarrassment. (see attached pictures). The staff were rude and unhelpful, and at no point did we feel welcome. When we complained about the noise, we were basically brushed off. Speaking of noise: we were placed in a room right next to the elevator, and the constant noise made it impossible to sleep. Elevators running all night, people talking, doors slamming, you name it. We asked to change rooms and were flat-out refused, even though the issue was entirely on their end. The amenities are misleading and borderline deceptive. Their website advertises free self-parking, which is completely false. Self-parking costs $50 per day. This was not disclosed clearly and felt like a bait-and-switch. They also did NOT provide the free breakfast that is advertised. Another promise broken. Between the dirt, the noise, the dishonest amenities, and the uncaring staff, this hotel completely failed on every level. This is not what you expect from a Hilton-branded property, and frankly, it shouldn’t be allowed to represent the brand. Save your money, save your sleep, and stay literally anywhere else.

We were welcome by valet parking and led to the open air check-in-desk. The area was lovely with a large bar, and various seating areas. The resort has an old world charm. Gift shop, fitness center, outdoor dining area serves breakfast, lunch, dinner. We had dinner at a romantic table next to the pool. The view was lovely. Our room was on the 5th floor. We had an ocean view room, the valet entrance to the lobby and the vast icean was our view. The hotel does have ocean front room with balconies. It was very comfortable with bathtub, microwave, coffee maker. Our window was floor to ceiling and it doesn't open. I particularly enjoyed swimming in the pool, it was cold and small for a resort, but it was so peaceful.

The Hotel is totally run down , so disappointed with the stay . It’s dirty everywhere, the coffee cups at the restaurant for breakfast so dirty , carpets dirty windows so dirty so you can’t see the nice view because the hotel has a nice location but nothing else is nice

Staff were excellent.

Not a lot directly around the hotel but if you’re going for the hotel amenities it’s great.

Dirty hotel you ask for a towel they say we don’t have any you complain they answer you want a pool towel vert bad service, they treat you like there doing you a favor when your paying a lot of money. The pictures when we reserved are deceiving, the room are old dirty. Don’t stay here customer service is horrible. No room service and to get a towel to take a shower the told me it will take an hour never got the towels. We only stayed here to go to volcano park before staying on Kona. Wrong choice.

How they ignore customers.

Resort fees and breakfast was included in our stay but had to pay the resort fees again at the hotel and breakfast was not given. Only $25 credit was given were all dishes were average $21. Hotel will not entertain you or listen to your problem of double charge