Grand Naniloa Hotel Hilo - a Doubletree by Hilton

Top notch hotel very helpful and beautiful facilities would highly recommend.

Had to self park car and pay overnight and walk back with suitcases from about a block and a half. Already have to pay resort fees so why that as well? I booked a room with an ocean front with lanai and got a room with a tiny balcony and partial view of the bay. The mattress was very bumpy and probably needs to be replaced couldn’t get comfortable. I paid wayyyy too much for one night stay on a weekday. The lavatory sink didn’t drain. I never really complain about trips but it definitely was not worth the your hype. Staff was very nice.

Didn’t like the elevator issues.

Everything was great!

We've stayed at your property for the last 3 years and will continue to make it there in the future with our whole ohana. Mahalo plenty to all staff at Naniloa They're was nothing we didn't like

Great food and drinks Bar was great

We paid for an ocean view online to watch the fourth of July event, instead front desk staff gave us an blocked palm tree view. Don't stay here if you're going to pay a lot for something that you won't get! Very upsetting....

Good location. Clean room. Complimentary cookies and drink tickets are nice. Parking costs $14/night for self parking.

The rooms and hallways were dated and needed remodeling. Bed was very comfortable. Staff is great. Bar and lounge area comfortable and view beautiful! Self parking needed to be resurfaced!

Hotel is ok for the island, not much available for Hilo so we booked there. But it was a terrible experience for me and my family! I had to call over and over for housekeeping! They lost my rental keys & they double booked my room & strangers walked into my room while I was half naked. Very unprofessional. Their elevators is all broken! They didn’t warn any customers upon arrival that it was an on going issue for 3 weeks! I had these issues and staff was aware, they could’ve done a better job of taking care of accommodations.

We were situated in the older tower, but had a great view of bay. It was more difficult to find and navigate to hotel restaurant due to lack of any signage, and that our more obvious route was outside. Hilo is, after all, the rainiest city on the planet. Took us a wet try, and getting info to "maze" back to the older tower from restaurant staff. We suggest better signage, or info in room. The restaurant staff was okay...clearly overworked and understaffed. Front desk was adequate, but did exude the "Aloha Spirit". The older tower, although clean and sufficient, could use fresh paint, and new carpet in halls. The location and view, and lack of very many alternatives left this hotel as a good, and sufficient choice. Rooms were roomy, and beds/pillows/linen comfy.

Arbitrary charges、None of us had breakfast at the hotel, yet when we checked out, we were charged for breakfast for no apparent reason. They couldn't resolve the issue that day and told me to call back the next day for a follow-up, but still, no one handled it. They promised to get back to me, yet I waited a whole week without anyone contacting me.

Nice place with clean room.

Dirty, bugs in room, sink didn’t drain. No water pressure. Smelled like smoke

THIS WAS MY SECOND VIST TO THIS HOTEL. My LAST VISIT WAS THREE YEAR AGO. as compared to my current visit, this hotel gone downhill a bit. I had to chang room three time to get A/C. The day before the water was off due to a problem. Our shower pressure was very bad. Other than that, my visit to Hilo was great. The staff was very helpful and understanding. The room weren't super clean but OK. The bar and restaurant at the hotel were great. I would still book this hotel again, because of the location.

Beautiful and upscale hotel specially in Hilo

Beautiful place with nice service

We so enjoyed ourselves. We came to Hilo after 20 + years for a family wedding and was very much peased

The property oversold its rooms and failed to provide the room type that we had reserved and paid for. During our stay, we were given multiple assurances that the charges for the second night—which we did not use because we chose to leave early and reschedule our flights—would be refunded. We were also told that certain additional charges would be waived. To date, those promises have not been honored. The check-in process was chaotic and poorly managed. The conditions in both the lobby and restaurant were unacceptable, with excessive noise, loud music, and significant disruption continuing late into the night. This made our already brief stay extremely uncomfortable. Given the circumstances, I respectfully request that you reconsider our refund request. We did not receive the accommodations we paid for, and the overall experience fell far below reasonable expectations. A full refund for the unused second night and part refund for first would be the fair and appropriate resolution. Thank you for your prompt attention to this matter.

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