Grand Naniloa Hotel Hilo, a DoubleTree by Hilton

Guest Reviews from Our Customers

TripAdvisor Traveler Rating

1881 reviews

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  Not a ‘Grand’ experience AT ALL

  Hilton should be embarrassed to put their name on this property. Our experience was something I would have been bothered by from a $200/nite hotel and this was $400/nite! Rooms very outdated, paint very worn and chipped, WiFi hit and miss, 2 of three elevators out of service - on a weekend where many volleyball players staying for tournament (on our floor no less), hot water was lukewarm, scolded by staff for self seating in the bar section of a mostly empty restaurant. Spa from the outside (we didn’t go in) was a regular looking hotel room door with a sign on it saying “please come back, spa in session.” It should NOT have the name “Grand” Naniloa. If you can afford better options, don’t stay there if you can avoid it!

  Sep 06, 2026
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  Disaster Hotel

  This hotel is extremely bad. Rude staff, outdated building and rooms, bugs everywehere in beds. No good house keeping. Elevators do not usually work. Their so called restaurant is nothing special. They do not let you park in the hotel parking but you need to walk way out to the street and cross the street to park. Extremely rude staff and managers. Do not stay here. I am going to see if I can get a better hotel to stay. Hallways are outdated and very dirty. It is just a mess.

  Aug 23, 2026
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  Post storm stay

  Great location. A bit rundown. We were inclined to give them the benefit of the doubt since hurricane lala had blown by there several day earlier. The elevators didn’t work but they had one that did and you could call for service. There was no maid type service but again, they were playing catch up after the storm. For clean towels and extra coffee had to go the front desk. The room was a bit rundown but the bed was clean and comfortable. Service was slow in the restaurant but the food good. The bar in the lobby was great and the bartenders were helpful and on top of it. With some work this could be a lovely spot.

  Aug 23, 2026
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  Beautiful Grounds but a Disappointing Experience

  We took a family trip to Hawaii and stayed at the DoubleTree Grand Naniloa Hotel. While the grounds and views are beautiful, unfortunately, our overall experience was disappointing. The rooms are in need of repair and updating. There was significant visible wear and tear, including large dents in the doors, scratches on the walls, and ants all over our countertop. We also really disliked the two-way mirror/window in the bathroom. While it allows the person in the bathroom to see the view, people in the hotel room can also see into the bathroom when the light is on. There is a curtain you can pull over it, but it still made using the bathroom feel uncomfortable and lacking in privacy. Our biggest disappointment, however, was our experience with some of the staff. While there were exceptions, several interactions felt rude, dismissive, or inconsistent, and we were frequently given conflicting information. The best example was our request for a late checkout. Before arriving, we were told to ask at check-in. At check-in, we were told to ask the night before checkout. That evening, we were told to ask again the next morning. When we did, we were told there would be a fee. After explaining the conflicting information we had received, we were told the fee would be waived—only to discover later that we had been charged anyway. There were several other frustrating experiences. One morning, we asked to eat breakfast on the restaurant patio and were told they were not serving anyone outside. Afterward, we saw other guests seated and served on the patio. On another morning, we asked the front desk for water before leaving for a tour and were told the only option was to pay $3 per bottle and have it sent to our room. When we asked for water at the bar on another occasion while ordering a drink, we were handed a small Dixie cup to fill ourselves. We were also surprised to find that breakfast was not complimentary, despite information we had seen on Hilton’s website that led us to believe it was included. I do want to recognize the maintenance employee who came to our room when the security lock somehow became engaged after housekeeping cleaned our room. He was quick, efficient, and extremely kind, and we really appreciated his help. Overall, we paid a significant amount for what we hoped would be a special family vacation at a beautiful Hawaii hotel. Unfortunately, the condition of the room, inconsistent information, and several uncomfortable interactions with staff left us feeling unwelcome and disappointed. Based on our experience, I would not recommend staying at the DoubleTree Grand Naniloa.

  Aug 18, 2026
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  Happy with the lobby bar, but very dissatisfied with customer service at the desk

  Subject: Disappointing Diamond Reserve Check-In Experience I have stayed at this hotel many times and have always enjoyed coming back. In fact, one of the main reasons I continue to return is because of the outstanding service I receive from Scott at lobby Bar. He consistently provides exceptional customer service and is a tremendous asset to the hotel. Unfortunately, my experience today was extremely disappointing. I checked in at approximately 9:30 AM as a Diamond Reserve member and was advised that my room was not ready. I understood that I would be contacted by text message once the room became available. However, I received no text or other notification throughout the day. At approximately 4:00 PM, I returned to the front desk and was told that my room was still not ready. At that point, I went to the bar and spent time with Scott, who once again provided outstanding service and helped make an otherwise frustrating experience more pleasant. Eventually, Carlos, who checked me in this morning, brought me my room key. I was given only one key and a card explaining various discounts, such as golf discounts. I asked about the benefits I normally receive as a Diamond Reserve guest, such as the drink vouchers or other included amenities. Carlos then told me, essentially, “You didn’t book the right room,” and that I was not entitled to those benefits. After waiting essentially the entire day for my room, I found the way this was handled particularly disappointing. As a Diamond Reserve guest and a returning customer, I expected a much higher level of recognition, communication, and service. If it were not for Scott at labby Bar, I would seriously reconsider returning to this hotel. Scott is consistently outstanding and is, quite honestly, one of the biggest reasons I continue to choose this property. I hope management will review what happened today, particularly the lack of communication regarding my room and the way my Diamond Reserve status and benefits were handled. This was not the level of service I would expect from this hotel or from a Diamond Reserve experience.

  Aug 07, 2026