Hilton Garden Inn Kauai Wailua Bay, HI

The location…. And views

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…

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!

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".

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 The elevator was outdated and looked very worn in and scary.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.

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.

Todo ok

L’emplacement

La taille de la piscine, les cafards dans la chambre , le bruit des voitures , le manque d’isolation

Stayed in cottage. Perfect location for amazing sunrises and only steps from the beach. The staff are incredibly friendly and helpful. The only negative is ants are prevalent which is not surprising given the location.

A lady called Ashley mistreated us and never heard us. They didn’t even want to give us a room when we got there, that’s why we booked it through booking. They didn’t want to respect what our reservation included (breakfast) so we got charged $550 dollars instead of $360. The roughest part was the personnel mistreating us from the beginning (where for some reason they didn’t even want to check their availability to give us a room that we could see it was available through booking) to the end (instead of arguing with this lady that almost made me cry of how bad she was treating us we decided to leave and pay) where I asked for some hot water and she said they didn’t have it. A Hilton hotel doesn’t have hot water? That doesn’t sound right after paying $550 dollars. I also called to customers service later (something that I’ve never done before but this time I felt so bad I needed something to clarify this horrible situation) and I never heard back from them. I was expecting something to revert the bad experience. I’m a customer for Hilton hotels. My husband and I stayed at the Hilton hotel at the SFO airport after this and the experience was absolutely different. But it doesn’t feel right to keep the loyalty after not being heard and being mistreated like that.

The location next to Lydgate Park was awesome! The front desk staff were kind, especially Curt who sang to us daily and made our trip extra fun. The room proximity to the pool, food at the tiki bar was pretty good and we enjoyed the complimentary water bottles each day, along with a filtered water system (although it wasn’t cold) next to our room.

The hotel only makes up the room every 3 days of your stay and doesn’t wash the bedding. After days of being on the beach, the sheets start to feel dirty and do need to be changed. There is NO regulation of the pool area and we watched locals come up from the pool area and take it over with all their kids. The pool isn’t big enough to accommodate all the people, so plan to swim at the beach, especially on the weekends. The tiki bar was super cute but needed a good dusting/cleaning. I understand it’s on the ocean but everything needed a wipe down up in the lights, along the bar.

La habitación era muy amplia y la cama era enorme para 2 personas. Al tener vistas al mar, el día del espectáculo de baile hawaiano, pudimos verlo desde nuestra habitación. La mini nevera y el aire acondicionado, enfriaban muy bien. Tanto en el lavabo como en la ducha, había geles rellenos.

Había mucho polvo por encima de las mesas. Las ventanas llevan bastante tiempo sin limpiarse. Encontramos 3 cucarachas pequeñas, 2 en el fregadero y una en la zona de la cafetera (estamos en una isla salvaje rodeados de palmeras, es normal que haya bichos, pero no es agradable encontrarlos en la zona donde se cocina).

Die Nähe zum Flughafen war super

Die Klimaanlage müsste man die ganze Nacht eingeschaltet lassen weil ansonsten im Zimmer alles durch die Feuchtigkeit naß wird . Die Klima ist genau neben dem Bett sodass man die ganze Nacht den Zug der Anlage abbekommt! Das Fenster könnte man nur 10cm öffnen !

The lobby and grounds are nice and the staff was pleasant and helpful. Liked being next to Lydgate Park.

The shower had no door, and bathroom floor got very wet. Itʻs an accident waiting to happen. Also, was not able to get parking on a couple of nights. When you pay $25.00, you should be able to get parking.

Location is nice.

Overall the property is worn down. Cost for a garden level room was overpriced, when compared to comparable properties. Father from the beach and views when compared to other areas. Food was good. However, for a family of five it was 170 dollars for omelets and pancakes. We thought that was over priced for the quality. We stayed there one night. Staff were great and helpful.

The area.

The stay wasn't long enough and would like to stay in the cabins

Communication: Hotel staff communications were abysmal from booking through the stay. They did not respond to simple questions in the app nor pick up the phone when called repeatedly. Once arriving they similarly rarely answered front desk calls and were unresponsive (eg. Requests for housekeeping). Room: smelled strongly of mildew, was worried about mold throughout the stay. Bed and pillows were uncomfortable.

Check in was disappointing no warm welcome to Hawaii and the property and no explanation of the property. Just a thanks for being a diamond member. We had room 1321 and it was fine no mold and clean. Nothing exciting about it. Had a view of the pool and ocean. Hot tub was hot so we enjoyed that. We did not go in the pool but lots of people were in it so not sure about the temperature. The Tiki bar food and drinks were good but the staff was not friendly and it was not clean around the deck. We did enjoy sitting by the pool facing the ocean and also watching the Luau from afar that is held on the property. This property is in a beautiful location but is run down, buildings not pristine and lots of rusting outdoors. With a refresh it will great and there are signs posting about upgrades in progress. Meanwhile management needs to work with staff on being friendly and welcoming.

Staff wasn’t super friendly. When asked about Room service the answer was they are open every other day. No mention or which days or time. First room they gave us smelled disgusting. Strong smell of mold and mildew. I requested a change. They put us in a second room and the second room also smelled of mold and wasn’t a king bed it was two queen beds. So now I’m paying to smell mold and not sleep next to my wife. This place is a dump. Stained sheets and terrible customer service. DO NOT STAY HERE. My wife and I are considering leaving without a refund. If that helps make anyone’s mind up.

Location was perfect for exploring the island and not far from the airport.

We had a room that was right beside the pool - so while it had an ocean view it was not very private.

Do not stay here, the hotel has a major mold issue and the employees are all tourists who do the bare minimum to make some money while they enjoy their Kauai vacation - they do not care that there is mold in your room. Here’s my experience: as soon as we walked into our room (1340) it smelled musky and felt humid. We turned on the A/C and also smelled something off from the air coming out of the A/C unit. We figured it was just because it was hot outside and that the room did not have an ocean front so there wasn’t much breeze. It’s our first time visiting any of the Hawaiian islands so we thought at first this was normal. Day two I woke up with a “cold”. I tried to open the window to get some fresh air and found the problem - MOLD. All along the windowsill and on the vent. We were able to get our room changed (2203) after mentioning the word “refund”, but the new room given to us had signs of bed bugs, stained sheets and we even found old ramen bits on the mattress. Oh, and there was mold on the windowsill. We left but were still charged for three nights even though we only stayed two. Total I paid $167.58 for $25/day parking, $25/day “hotel fee”, and the remaining were taxes. It’s actually cheaper to just get an Airbnb.

This hotel is very tired. It is currently under some sort of renovation or maybe just keeping the place up. Activity level was very low and very low energy. Same could be said for the front desk staff. We did not care for the breakfast either. Despite the breakfast voucher we chose to eat off site. The entire hotel is seriously dated and tired. I cannot recommend this hotel.

Close to beach

Outdated

Good location spacious pools good nice park beaches. Nice breakfasts. Tiki bar was excellent. Beds were comfortable Villiage room was good. TV s excellent. Showers excellent!

Really needs a refurb makeover upgrade but footprint layout very good. Some of the staff were good none were great which was disappointing.

Convenient

Mold smell in room. Place needs to be rebuilt.

We stayed in this hotel after landing in Lihue and the cabin we stayed in 3042 was good. We had camping booked for the week but the rain changed our plans so we spent the extra $60 for the cabin for two more nights and what a mistake that was because we were assigned 3141 which needs so much TLC it's embarrassing. Every couch/fabric surface was so stained and grimey, the light fixture in the bedroom was hanging all janky and crooked and I worried it'd fall off if we touched it. The Keurig didn't work, the toilet ran, the mini fridge froze all our stuff even on the lowest setting and there was an empty glass bottle and old lines sitting off the back porch. The beaches right outside this property are filled with plastic and trash and parking at the hotel is $45 a night. Don't think we're ever coming back, but if we did we'd definitely look for other accommodations. I chose Hilton because the points/ bc I'm a member but thinking about changing brands after this trip (not just this hotel but the other hiltons on big island we've been staying at, as well). Absolutely nowhere near worth $350+/night by time all the fees and taxes are tacked on.

I absolutely loved everything about it! The location is great, the beach right at the front is amazing, parking was super easy, the beds were extremely comfortable, staff was really helpful, rooms were clean and with really comfy beds and I looove the tiki bar!

Nothing!

it was the second time for me to stay this location. I didn't like being charged $100 a day. incidentals as a grown up and I wasn't charged this the first time I stayed there which is crazy also, we couldn't get the room we requested and the food selections are lacking considering we're out so far from town

food selections

This hotel was right on the beach! Beautiful lobby, with a tropical open air concept.

The pool could use a good cleaning.

The hotel has not the best ratings but is as good as it gets. It is conveniently located, rooms are comfortable, they have water filters across the property, almost their own beach. It is a great option.

I understood the not so great ratings after 3 days and no hpusekeeping. I requested someone to go clean the room and well, someone just went into the room and straightened the sheets in the bed. Did not take out the trash, nothing. I thought is was funny though... since many people might think this is a resort, it is not. But again, my experience was very good

Great location, easy ride to downtown, stayed in a junior suite, spectacular views!!

The parking situation wasn't great, lots of nightly shows, challenging at night to find a parking spot near out room. Several times had to park in a side parking lot far from our room. There is a sign on the property that states if you are not staying here, cars will be towed. Not the case. There was also a diamond parking area, which we were suppose to park in. The parking lot was full at night, not to mention parking is $25 a night. Priority parking should go to those that paid for it.

We were fortunate to get an ocean view room close to the outdoor bar and restaurant and also where we could watch the luau show from our back porch. Also loved the open air lobby and all of the seating and views of the ocean.

The property could use some updating and could be a little cleaner.

We were in Kauai shooting background for an upcoming music video. We have previously stayed at other Hilton Garden properties throughout the system. When we stay at Hilton Garden Inns we expect a great location, clean room, a great nights sleep, friendly staff, and a good breakfast (coffee most important) in the morning. This property provides all of that and more! Jackie at the front desk made us feel special on arrival. The room was spotless, and when we needed extra face towels - they were delivered immediately. Adela (in housekeeping) is providing great service (they have the hardest job in the industry)- make sure you show your appreciation. Location location location- if you are looking for a popular man made lagoon to swim in with friends, family and kids- 250 feet from hotel. If you are looking for a hotel with near by shopping, Smith Family, and other attractions- this is a great location. Room, comfortable bed, all the usual Hilton Garden amenities, efficient AC, big screen TV with plenty of choices (don’t sit in your room watching TV- get out there!). Comfortable couch, comfortable desk to work at, comfortable bathroom (very clean). Room was very quiet. The property has a retro bar/grill that overlooks the ocean, will remind you of the 50’s and 60’s. Stop by for a beverage and a burger. They have two pools and a spa. Please remember - This is not a Hilton Vacation Club Resort, this is a Hilton Garden Inn. If you are looking for fancy pools, high end bar service (someone coming over and asking if you want a drink every 15 minutes) - this is not that place. I would classify this as a higher end “Hilton Garden Inn”. Because there are only two Hilton properties on Kauai- this property is always near capacity because Hilton members take advantage of their points at this hotel. Imagine thousands of Hilton members looking for a place to stay in Kauai- and this is it! The reviews at this property are very skewed- they are from 4-5 star to very extreme 1 stars. It is clear that the expectations of some guests could never be met from the time they arrived on property to the moment they left. This can be very frustrating for any traveler and even more frustrating for staff. If I plan to give a property a one or 2 star review, I will usually refrain from doing so and when possible if I plan to return to the area - I will give them another chance. Tip- if you did not experience what you expected- contact management and tell them you are going to give them another chance in the future (before you write a review). 99% of the time- my second visit ends in some of the best stays I’ve had. I then write an appropriate review sharing my first visit and what happens my 2nd visit. If you do not plan to return to that property - share your feelings with Corporate- they will usually offer something to “make you feel better”. Being on Kauai and based on costs there- this property can be considered a value priced property. This is a great property to use your Hilton points (many travelers do). At of the writing of this review I had not visited their restaurant for breakfast yet. I wanted to get this review out to “clear the air” so to speak for other potential visitors. If I have other business to do in Kauai in the future I would not give a second thought staying at the Hilton Garden Inn. FYI- I believe this property was built in 2016, (newer property)- it is currently going through renovations which is one of the most expensive undertakings for any beach area property. Any good property knows they need ongoing maintenance and since this property has a new GM- it is obvious his priority is great service and ongoing maintenance/upgrades. Our room and this review are proof this is happening. (We have a standard room).

This hotel is not only cochroach infested (and the roaches are everywhere), but has a front desk staff that does not care about customer satisfaction. They have hundreds of rooms only 10 of which open onto the parking lot, but refused to change our room to any of their rooms that weren't among the 10 facing the parking lot. They kept saying "maybe tomorrow", but never did it. The pool is also ridiculously small.

Not worth the money & up charges (extra amenity fees, parking fee) +tax. We arrived around 10pm, checked out by 11am, the cost nearly $400. The restaurant breakfast ran over $100. All in all for the cost I recommend staying elsewhere.

The view, we booked an ocean view, you could hear the waves but the “view” is obstructed (should be considered a garden view, not worth the upgraded cost).

Location - less than 10 minutes from Lihue airport in Kauai, on the beach front.

The room and facilities feel outdated, and there's a mold odor. I found the front desk staff not helpful. They did not even have a toothbrush, and I had not heard a simple, courteous word from her. The booked room type was not available. We were reassigned to a 'cottage,' where the mini kitchen had a clogged sink. There were no cups, plates, or utensils. The A/C unit in the bedroom did not work. This hotel needs major renovation to catch up to the rest of the industry standard. Definitely the worst Hilton hotel that I have ever stayed.

The location on the shore was superb. Very attractive.

I slipped in the shower: no mat, grab bar was poorly located (should have been closer to the entrance rather than against the far wall). It's a good thing that I was able to prevent a fall.

Location, staff.

price for quality of room. Our room had damaged walls, the patio door was very difficult to open and close.

Beautiful. Close to beach and a park. Clean. Good food.

I was a little unsure about staying here after reading the reviews. Front desk was helpful and Jaki was so nice after we had a long day to check us in. We stayed for 2 nights room 1303 top floor king bed, and it was so relaxing. The rooms are outdated but clean. That's why I have it a 4 star rating. There’s not many options for dining just the tiki bar which was fun with beautiful views of the ocean. I wish I could remember the servers name but she a great! They didn't have poke nachos on the menu but she made it happen for us! Breakfast was yummy as we ate both mornings in the hotel. Serena was our sever and very attentive with a smile! The staff are so nice and welcoming! What was surprising was the views right out back...beautiful ocean just steps away!

everything was great.

nothing

Our stay was delightful! I booked it because it was close to the airport. To my surprise it was a full service resort with beautiful beach, entertainment, shopping and more!

I think we had the best room in the hotel so my review on that reason alone would be 5 stars. Beach and pool views with easy walk out, etc. The lobby was lovely and active with musicians, craft fair and Olympics going on on big screen tvs. Nice. However I would not recommend using any if their conceirge desk services. It had a disrespectful, humiliating interaction with conceirge person. I asked to speak to management about and they said conceirge rents out the space. They gave me name of group but very difficult to actually contact live person to share feedback. No one should be treated like I was as a visiting guest. Shame. Plenty of other sources to book excursions and discover local highlights. Avoid this hotel conceirge services. Safe travels

Hotel needs updating, stayed in main hotel 2 nights and cottage 3 .Cottage. Cottage was very dated and in need of many repairs, updates. Property is located next to sewage plant and smell never went away. Could not sit outside because of odor. Stay was friendly enough. Very disappointing stay.

The views of the beach were nice and the accommodations.

It did not meet high standards for cleanliness. The shower was not clean and there were dead bugs inside. It was quite dusty and triggered my allergies as well.

Food was great and good location easy to get to the beach

Pools were cold

THE most UNcomfortable beds ever!! The hotel itself is conveniently located and the grounds are beautifully situated on the bay, the staff is attentive and super friendly and breakfast was pretty good but, after 5 nights of fighting for sleep and comfort, none of that matters! Instead of the much needed rest & relaxation I came to Hawaii for, I have new pains in my hips and lower back. I expected better from a Hilton property!

As a Hilton guest for over 10 years, this was the most disappointing stay I’ve experienced. The room had a noticeable damp, musty odor and did not feel fresh or comfortable. Housekeeping was inconsistent throughout our stay — trash and used dishes were often left behind, and fresh towels were not regularly replenished. Service was also below expectations. Interactions at the front desk and breakfast café felt unwelcoming, and the included breakfast was very limited, with items frequently missing from what was advertised. The most frustrating experience happened on our last day. After checking out in the morning, we returned around 2 PM following an ATV excursion, completely covered in mud, and asked if there was a hospitality room available for a quick rinse before our flight. We were told there was no option and no availability. In many years of travel with Hilton and other brands, we have never encountered a situation where no basic accommodation could be offered to guests in this condition. This stay did not reflect the level of service, cleanliness, or hospitality I associate with the Hilton brand. I am sharing this feedback in hopes that management reviews these concerns and takes steps to improve the guest experience for future visitors.

La piscina caliente La localización

Pocas personas atendiendo en la recepción Las habitaciones no estaban hechas dos días, hubo que reclamar para que las hicieran No había jabón en el baño En la habitación de mis hijos habían cucarachas El desayuno era malo, se demoraban y los platos no eran ricos

RUDE MANAGER. SLOW SERVICE. Stayed for our last night to easily fly home. Arrived at 3 pm (standard check in time) to check in, forced to wait over an hour for rooms to be cleaned. Requested help, treated very rudely by manager. When finally given keys, they did not work and had to go back to desk. Escalated situation to corporate, no help. Very disappointed.

Easy walk into Kapa’a for dining and to get bus. The rooms and building are a bit dated but clean.

When I made the reservation, I had no idea the beach was so close right behind us! It was absolutely gorgeous!

I would have liked the breakfast to start being served earlier. We had tours scheduled that we had to be at early, so we ate breakfast that we had bought at a local market in our room, so didn't get to experience the breakfast.

We had reserved a Dbl Qn, Ocean View for 1 night. We were sent down the road to a 1Qn “Cabana” with a fold out. Key card didn’t work and this part of the complex resembled Section 8 housing. This was confirmed when the maintenance person who came to fix the key mentioned, unsolicited, to make sure and lock everything “down here”. The cabana was full of furniture and all the outdoor furniture. Had to rearrange the room to fold out the bed and then discover there was only a sheet and two pillows for the fold out. The inside lock was broken off so locking the door as recommended was not an option. We have stayed in the hotel before and were excited to come back. Being shoved down the road into a dodgy cabana was disappointing. The hotel did discount the room at checkout but refused to budge on the parking or resort fee, making the 50% discount and effective 25% discount. This was not an equal value to our experience.

The personnel were almost all very nice, especially the younger maintenance man, all but one of the desk ladies, Curt and a male housekeeper. But overall the quality was the very worst I’ve ever seen during a lifetime of staying in Hiltons, and I’m amazed that Hilton didn’t take down the signs. The ocean is beautiful, but you can’t see it from most of the rooms, most of the pool area or the hot tub, or even from parts of the tiki bar area. I did not think most of the luau acts were very good. The hot tub was cold my first night, and a man went to the desk to tell them. An older maintenance man came out and said he fixed it, but he did not. It got fixed the next day when the young maintenance man came in. During my five days I didn’t see people on the pool because it was so cold. I got in but could not stay even though I am used to cold lakes. The laundry room was hot and dirty, and one of the two washers was out of order. The other had its front off and was dirty or rusty, but working according to the desk, so I put in a medium size amount of clothes. Alas the washer would not drain. The young maintenance man came and tried to drain it, but could not. He finally called for permission to cannibalize the broken washer to get a part he needed. Then it drained. The two dryers were both working, but one dried faster than the other. Except for the ground floor rooms, there are no lanais, and my windows would not open. My view was the other building. We only got a few towels for a four day stay, and I only got two more when I requested more. The room was outdated, but I would have been fine with that if it were not for all the other quality problems. The tiki bar was pleasant, but had limited options, it might be expected. There were no other restaurants on premises except for breakfast, which was good, and the tiki bar. The premises are not great if you have difficulty walking or taking stairs. I would not recommend this hotel unless you just want the location and do not want to spend any more. But I love Kauai!

Luau entertainment reverberated through the rooms ....thank goodness it ended at 8pm. The daily parking fee was just another add-on ... why?

For the beauty of the area, this hotel was a disappointment (esp. being a 'Hilton"). The resort needs some serious updating...it is looking 'old' and in need of repair. Our room (1st floor) smelled like a wet basement, our ice machine never worked all week and our 'sliding patio door' was broken so we couldn't open it. Staff was wonderful but Hilton needs to invest into this place if they want travelers in the future.

I am here right now celebrating my 25th anniversary. I paid extra for an ocean view room. Instead, I was given a room with a tree right in front of the window. I asked for either a new room without a blocked ocean view or to have the extra money I paid for the upgrade be refunded. They refuse to do either. They said because the room is on the ocean side, it’s an ocean view room, even though I look out the window at a tree and it’s difficult to see the ocean. From the outside of the hotel, all other rooms have a clear, direct line of sight to the ocean. The room should have been advertised and sold for less as a partial ocean view. I’ll avoid this hotel from now on and do not recommend them.

Location

Cat crying in the middle of night out in the hall Roaches

Just spent a week at this property to celebrate our 25th wedding anniversary. Asked specifically for a top floor room as we are sensitive to noise. First room they assigned us to was on the ground floor of a 3 story building. Room looked out to a tiny (maybe 12 or 15’ across) pool. We sat down and called front desk….and was told no top floor rooms were available. Well, OK…then we noticed that the carpet was soaking wet near the sliding glass door and there was quite a bit of visible sand next to the couch. Since I’m Hilton Diamond Forever status, I called the Diamond desk at Hilton Corporate and went back to front desk. Both young women at the front desk were positively surly. Then magic happened…..turns out the diamond desk had communicated to the front desk and a top floor room was suddenly available. So off to room #1307 we trotted. Smaller than the first room, but blissfully quiet. This hotel charges both a parking fee and a resort fee - we felt gouged. Breakfast at onsite restaurant appeared to have been pulled off a back room buffet. Powdered eggs, barely warm potatoes and expensive. We didn’t bother to try it a second time. Important to note that when they host the luau, expect a lot of noise. The rest of our visit was uneventful, but we did receive some very pleasant service from both a senior gentleman and one older Hawaiian (+- 60 ish) gal at the front desk. We did enjoy the free hula presentation. Important to note that when temps drop at night - it set off the fire alarm. Upsetting when it hits at 3 am…..we stepped outside the room and Hilton personnel were telling folks everything was OK. We were told the next day that it only affects this particular wing of the hotel.

Staff was friendly and responsive to requests. Location is excellent with beach, cove, snorkeling & park on the back of hotel property.

Interiors have been updated but shows some wear and tear. It could use a little more tlc.

The property is beautiful! The Tiki Bar staff were wonderful! Overall the staff did a decent job. Our first room smelled of mildew, had UBC ports that did not work, fixtures in bathroom would come off in your hands. We upgraded to the Cottages after two nights, only one of the AC units worked properly. Thought as Diamond member upgrade would have been free, but was charged. Went to slap a bug on wall in bathroom and put a hole in the wall, drywall repair was just taped & painted from previous issue. Sewage plant next door when wind blew our was was sickening. The person in charge of maintenance should be fired. Caulking job was not done properly around tubs. Pool not heated. They had pest control spray while we were there, bugs were still an issue inside two days later

Met some great people. Kalua sandwich at the Tiki bar was tasty.

Hot tub out of service. The room the front desk first assigned me (2204) was occupied when I opened the door - kids clothes on the floor and someone in the shower. Told the front desk and they looked confused.

Very unprofessional staff and verry rude upon arrival, also on check out recepcion lady wanted to charge resort fee which was included in our prepeyed reservation. I showed her proove of pazement and details what is included, but was not enough. So i have to take time to insist and insist so there was a line of other clients after me waiting and finnaly when she saw i have a clear not to give up, she said, ok.... Avoid this hotel!!!

The view was amazing! The room was clean upon check in.

So the jacuzzi was on maintenance. There was no sign of it. The pool was dirty and cold. Ice machine was broken. The keys were glitching. The lock ran out of battery. Staff was impatient. Very disappointed. Fix those things before charge 300$ per night.

It was right on the beach

N/a

Breakfast w/room was nice as was staff. Bellman Clay was a pleasure to meet and very helpful. The Mamas……..restaurant out by the pool was terrible with an unfriendly staff. The food and drinks were very low quality for the price.

Maid service was understaffed and didn’t get to our room until after we had been gone 6-7 hours, very inconvenient. We were there a week and it happened 4 times. Also, saw cockroaches in the bathroom.

The location and amenities.

The parking fee and the charged me 100 for incidentals but never explained me the charges.

I could have my dog

They charged me a deposit that wasn't returned

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

Was affordable.

The margaritas were not good.

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.

Location

Overpriced, dated, limited food options

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.

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

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.

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

Good location, great breakfast!

Overpriced for what they provided service and food wise outside of breakfast. There was a a fire alarm in the evening that went off and room was fine but lock issue. WiFi wasn’t great, it was better on the water on a boat than at the hotel.

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!

Der Standort

Veraltet braucht unbedingt eine Renovierung. Kein Vergleich zu andere Hilton Garden die ich war. Die Zimmer riechen nach Schimmel. Hatten Kakerlaken im Zimmer

It was a scam. When we arrived there wasn’t a unit.

It was a scam and we weren’t able to stay and had to scramble and find another place to stay.

I haven't stayed at the Hilton Garden Inn Kauai yet (my trip is coming up in 43 days), but I wanted to leave a 5-star review for their excellent customer service. I initially made both a points reservation and a cash reservation, planning to cancel one. When I decided the cash reservation was the one I wanted to cancel, I read on the Hilton website that it could not be canceled since it was within 60 days. However, today I called the Hilton Garden Inn Kauai (not Hilton headquarters), and the kind staff member I spoke with cancelled my reservation without any penalty. I was so relieved!

This hotel should be knocked down and rebuilt from the ground up!! Terrible Terrible Terrible! We were first offered a cottage for 2 couples, which we thought would be great. We walked into it and it smelled of mold and mildew. The refrigerator was rusted on the outside from the dampness. The furnishings were from the 50's and the carpet was buckled from age and being damp. When checking out the bathroom, there was a cockroach on the wall. No way were we staying in the cottage. Back to the lobby where we were offered 2 adjoining ocean view rooms. The rooms were next to each other, but not adjoining. If we stood at the very edge of the window looking left we could see the ocean, which was a public park, and a 5 minute walk from the hotel. This room was clean, but the furnishings here were from the 60's. The lobby was also in need of updating. The rug buckled and there were old furnishings throughout. There was an older man who was a greeter, who was very annoying. He followed us around each time we were in the lobby, and told corney jokes he thought were funny. We ignored and avoided him as much as possible. Most of the other workers we came in contact with were very nice and helpful. We did not have our room cleaned for our short stay, but the housekeeper was very accommodating in giving us clean towels and refreshing our toiletries. The pool we used was small, but the bottom was full of sand. It was fine for sitting next to, but didn't use it after the first day because it was not clean. We only ordered lunch one day from the Tiki Bar. The food was good and plentiful., and the drinks were fine We did not eat at the lobby restaurant. If considering this hotel, turn and run the other way. This property is not up to Hilton standards by any means. Pay more and stay elsewhere! Never again will we stay here!

Review for the cottage We were greeted by friendly staff at the front staff. Check in was a breeze and we were given a map of the grounds. Our room was clean and cool. It was a nice surprise to see a welcome message on the TVs. We brought our own k-cups for coffee but a medium roast is available at the cottage. The bed was very comfortable and the sheets were very soft. The bathrooms had a local favorite “Noni” lotion, soap, body wash, shampoo and conditioner. The shower had hot water on demand and the pressure was great, not something you find in a lot of hotels. The AC in the room was a bit noisy however we treated it as white noise machine and we had no problems sleeping with it on. The grounds and pools were well maintained. From the cottages the beach is a quick 5 minute walk across the grass. The protected cove offers a good place to swim, snorkel and see the sunrise. The path to the tiki bar is lit at night by torches. Do yourself a favor and go to Manahunes tiki bar and enjoy a Mai Tai, I recommend the Trader Macs. The food is great too, we had the coconut shrimp and the double double burger. I read reviews that complained about the prices but I thought they were on par with some of the other local places. Overall I would recommend this place. It is close to airport and downtown Kapaa.

The ambiance The views Tiki bar Beach access

Pool towel allotments.. one per person No clock radio in room

DO NOT STAY HERE .... I had this Hilton double charge my account on Thanksgiving day from a mistake, I was hung up on , had NO Aloha whatsoever... But it seems many others here have had the same service.... Hopefully someone from there parent company goes thru all the terrible reviews here and elsewhere and changes management and staff!!.

The hotel is poorly managed. They charge $25/day if you park your car in their lot. Rooms are infested with roaches. I have a guy walked to me and told me that he has another week booked by they are checking out because of roaches in the room.