Hilton Garden Inn Kauai Wailua Bay, HI

Close to lydgate beach and stores nearby

Room Key was not working when we get to our room but the view of the room was awesome

Die Lage ist super. Auch sind die Angestellten sehr bemüht, freundlich zu sein. Curt an der TowelBar ist der absolute Wahnsinn. Er ist erfrischend freundlich und zaubert jedem ein Lächeln auf die Lippen. Die Ukulelen-Lektion war sehr sehr schön.

Das Zimmer war auf den Fotos viel schöner, heller und freundlicher präsentiert, als es dann effektiv vor Ort war. Die erste Information bei der Ankunft war, dass wir sozusagen verpflichtet sind, Trinkgelder beim Frühstück zu geben. Weiter war auf Booking.com der Parkplatz als gratis ausgeschrieben, welcher uns dann jedoch $25 pro Tag gekostet hat. Das Frühstücksbuffet ist jeden Tag das gleiche und wenn ein Spiegelei oder sonst etwas verlangt wird, muss dies extra bezahlt werden.

Terrible experience, do NOT stay here! Completely unhygienic and filled with COCKROACHES. The room was given to us an hour late during check-in. When we complained about that they were only willing to compensate for one day of resort fee. We went back out that day to grab dinner and came back to the hotel to sleep early around 8pm as we were exhausted from travel. The next day we left very early and didn’t come back until around 7:30pm. As soon as we got to the room I saw a giant cockroach on the wall (picture attached below) and noticed that none of the USB ports in the room were working. I immediately reported to house keeping about both things and they sent someone over. That person just laughed at me when I showed them the big cockroach and took it away, no further action was taken about the health and hygiene violation. Later once my parents and I were asleep, I woke up around 10pm to go to the bathroom and saw TONS of cockroaches all over the bathroom (videos attached below). I counted about 20 of them before I stopped counting, they were all over the floor, bathtub and sink. At that time my parents were already asleep and our suitcases had been on the floor for over 30 hours at that point. Which means they could have crawled into our suitcases throughout the stay and we could be bringing cockroaches into our home and causing a painful pest infestation into our home. I immediately reported to housekeeping as well. In the morning, when speaking with the manager they were extremely unprofessional and blamed me for not checking the room for pests on the first night and reporting. How is the guest responsible for this?? Shouldn’t the guest expect a clean and hygienic stay? Additionally, they completely gaslighted me as I was complaining and said they knew about the pest issue.

Overpriced and dated with a fridge that stunk, a broken coffee maker and a very very loud AC unit. Staff was advised and nothing was fixed or cleaned. Would not recommend.

Hilton HQ should focus on the amazing potential of this property with the BEST beach access at Lydgate. Their contract staff for hula & ukulele lessons and tiki bar are friendliest compared to front desk (I.e., front line). I have returned as both a Hilton Gold & Silver membership and have travelled to over 89 countries to experience all brands of hotel chains. Only after my 5th visit to this property have I seen improvements since the oversight of newly appointed GM Marc B. E.g., fumigation, window washing. lobby tuck shop, furniture & smart tv updates etc. I have seen Marc be “hands on” with guests. His listening skills are impeccable. He will do minor tasks like hand out towels for guests waiting in line. An experienced leader SEES clients. This property needs focus on rejuvenating their front line staff at check in and also $$$ investment needed to save the dire situation with roaches in addition to old infrastructure requiring replacements / maintenance. If Hilton cares about their brand they would throw a “life jacket” in form of $$$ investment towards proper nurturing of this property to its full potential and glory. A re-training effort on “customer first” would shift the client engagement to a more focused and effective approach to gain guests’ trust for return visits (reducing need for sales). Much more can be done to gain a 5 star Hilton experience 🙏🏽🌈 S.S.K.

Location

Overpriced, dated, limited food options

The staff are lovely, but there are simply nowhere near enough of them. The front desk seems to only ever have a single person working, even at the busiest times. The property is run down. Lots of little things that don't work, that are just in the borderline of worth complaining about to seek a resolution: Poor lighting in our cottage, made worse by the fact that the blinds are missing the draw cord, so we couldn't open them for natural light. An air conditioner that *sort if* worked. A "trade in yesterday's pool towel for a new one" system, but there's never anyone there to trade with, because the one person working is helping a long line of customers at the desk. (Trying her best.) Everything is very dark...pathway between cottages and main building could use some lights. (Subtle would be fine, but it's *dark*). The dining options are mid. The tiki bar is kind of hidden and feels like an afterthought. (Again, the staff are friendly and doing their best, but the space is neglected and the offerings are just quick pub grub. Breakfast in the lobby "restaurant" wasn't bad. But it wasn't anything special. Some of the decor is beautiful, as though Hilton spent a lot of money 50 years? ago when they built it, but most of it is just kind of run down. The place needs a major renovation and a lot more staff.

The view was good. Bed was comfortable

The carpet was damp to touch, room smelled musty. Tv remote wouldn’t work. Tv kept getting stuck on same channel

Nothing

It's overpriced for what they can offer. The rooms are very tired, dirty and the jacuzzi wasn't working. To top it all they charge for parking at $25 per night. I will not recommend this hotel to anymore

WORST EXPERIENCE OF MY LIFE! TERRIBLE CUSTOMER SERVICE! On our honeymoon, we extended our stay and greatly regret it. They use third party booking companies and then don't honor the reservation. The front desk agents are incredibly rude and lack any level of compassion. Thr customer service line is equally as frustrating. We have 5 additional days at this location and I regret booking with them. BEWARE! NOT WORTH IT! Stay away from Hilton! Especially Hilton Garden Inn Kauai!