My first time in Hawaii, so on arrival as the desk clerk was dealing with a customer I asked the manager who was irritated that a customer would disturb him, I asked if I was at the correct address, told me that I should have known and shouldn’t bother him. I went over to a gentleman named Lance he did tell that I was at the correct address. I didn’t get what I would normally get as a diamond member, okay there are shortages around the world, I get that. It was when he informed me that this wasn’t a real Hilton and they didn’t have to do what Hilton says how to take care of a customer. Irritating yes, but many are dealing with actual serious problems. However when a couple were checking in, with a two and a one year old the clerk said that as they hadn’t had the vaccine they would have to quarantine and to leave the kids in the room. Please stay elsewhere. Yes there is a pandemic and I do want to help businesses out, but you cannot treat people badly and then use Covid as an excuse.

I would of rated a 5, instead I give a rating of 4 stars due to a bad experience at check in. After check in we had a much better experience. The front desk lady was not very friendly and didn't give a warm Aloha welcome that I'm use to getting when checking into hotels, strike 1. I believe her name was Yumi. She seemed like we were bothering her and she was not very pleasant. By the way, my husband and brother also got the same exact impression when they were called over to show their vaccination info. First of all, she began with telling me that the hotel requires that I pay for the full amount of our stay up front. Which was strange to me because I usually take care of the bill at the end of my stay. It was as if she was questioning the fact if I could afford the whole amount. Of course I could otherwise why would I book and fly my whole family to Hawaii if I could afford to, that was strike 2. Never have I experienced that before but I brushed it off as maybe a new policy due to covid. I wasn't gonna let her sour attitude ruin my vacation so I stayed calm. But then strike 3, she goes on to say that I and all the adults in my party, needed to log in to the safe travel website. She began to be more irritated because I told her I had already got an email for the green barcode from safe travel website, so can she just verify through that. My husband and my brother also asked the same question, obviously we wouldn't have not gotten passed the airport if we didn't have the clearance green barcode. She kept insisting we need to log in to the website. We told her I don't have my password to the site off, neither did my brother, or husband. But again she insisted and was irritated by her facial expressions and her tone of voice, as if we were bothering her. As we all were fumbling through trying to reset our password on the website, we over hear another person checking with another front desk employee (who was helpful and friendly) have the same issue as us (didn't remember password to the website as well, the difference was that they weren't be harassed) However, that guest was told "no problem if you have your vaccination card we can use that instead." Our front desk person never even suggested that as a solution knowing & seeing we were fumbling through our phones to try to reset our passwords, so my husband looked at her and asked why was that not offered to us. She probably caught on to her lack of customer service and then said, "oh ok fine we can verify your Vax card." It was plainly obvious that she was just giving me and my family a hard time, plain and simple. And for no reason. We were not being unreasonable or even rude to her. Quite the opposite. We had just arrived to Hawaii and my family was excited to start off our fun family vacation especially in our favorite vacation place, Oahu. We visit Hawaii often and always had a great experience. Your front desk employee Yumi, set a very disappointing and unpleasant tone of the start of our vacation. She really isn't a good representation of the hotel and resort. Other than that unwelcoming experience at check in, we very much enjoyed our 1st stay at the Hilton Hawaiian Village, Lagoon Tower. Our 2 bedroom was nice and we loved the kitchen and how spacious the room was for our party of 6. The beds were very comfy and the sheets felt awesome & good quality. My kids loved the different selections of pools, waterslide, close places to eat and shop. Our favorite was the short walk to the Lagoon and beach. Great property. Other than Yumi at front desk, the rest of the staff was great, helpful, friendly and especially the housekeeping team. We did consider the offer of us attending the tour, for timeshare I think, but my husband and brother decided not to take the tour because Yumi soured the start of our check in process

I stayed at the Lagoon Towers and it was exceptional! First of all, it is a beautiful building and location. Walk right out of the building into the lagoon area and onto the beach. We rarely left the area. The staff was so attentive. Beds were quite comfortable and the entire resort was neat as a pin. Free laundry facilities on every floor and they even provided the laundry soap. The mini kitchen could have been a bit bigger. The pool area has two hot tubs.

Update: 5 stars because the rooms are really nice!!! The living room and the bedroom have individual air conditioning!!! So, if you like it cold but your partner/ kids want it warmer bam!!! Everyone is happy. This made up for the horrible check in experience!! But again!!!! Worth it!!!! If you are on your way to hawaii I recommend this place by far!!!

We have had a Hilton timeshare for over 15 years. This is the 3rd time we have stayed at Hilton Hawaiian Village, and will probably be the last. We stayed in a 2 bedroom, disability accessible suite. For all the bragging they do about enhanced cleaning during Covid-19, our room had stained carpet, dirty handprints on the door frames, something splattered on the drapes. Only one bathroom was disability accessible and the tub/shower in that unit had a base that was slippery as ice. I know these are tough times, but this experience was very poor. On the other hand, the restaurants were good and the grounds and outdoor amenities were fine.

I want to be transparent, I have a small timeshare and we can access everything at the Hawaiian village, we were staying at a different building across the street. When we got to the Hawaiian village instead of the lagoon towers, we were told to take our bags across the street and check in there. I felt like there should have been a little better customer service when I asked for assistance. I finally made it to check-in and it was smooth, my room was a studio and it was very decent space. It was not overly spacious but big enough space to have everything you need. We stayed there for 7 days, housekeeping comes once a week but you can always get towels and toiletries when you see a staff member, which by the way they were SUPER nice and accommodating. The studio was clean and did not have any leaks or clogged toilets. I feel like it’s because the studios are probably the least used. The bigger rooms are used constantly. The grounds are beautiful and you can access anything at the Hawaiian village resort, they had an all adult pool, which was neat and they have tons of shops on the premises. I saw some activities going on but we didn’t participate on any of the excursions or activities because we have plans for doing things outside the premises. The parking is $68 a night which is terrible! But there’s a nearby parking lot (around the corner) that is $1 an hour!! We saved so much money by parking there. Overall the stay was great but again I didn’t use much of the amenities while I was there.

We have been HGVC Owners for years, and my husband and I chuckle quietly every time we hear people say, "timeshares are a rip-off"... We stay at one of the most beautiful resorts on the planet, year after year, and we are never disappointed. Not to mention the fact that what we pay for our maintenance fees is a bargain to stay there by comparison. The property is kept in pristine condition all of the time. The amenities at the resort are fantastic, and the staff is always pleasant.

Extremely crowded and not nearly enough employees to support resort this size. Unlike other resorts, they don't do anything to ensure only guests are using the pools, so they're crowded with locals. This has to be the least relaxing spot in Hawaii. The rooms and housekeeping were great though, so it does function as a good hotel, just not doing well on the resort side of things.

We had an amazing time at the Hilton Hawaiian Village (Lagoon Tower). The pools were amazing and the slide pool especially entertaining for my littles! The staff was welcoming and helpful when handling our requests and the room was spacious and perfect for a family of six. I would highly recommend.

Great family Hotel. The pool and beach is great for smaller kids. Older kids can still have fun. Snorkeling was fun as well. Would stay here again.

We stayed for two nights. The customer service was so nice, and the room very comfortable. The kids loved the pool. Only hangup we had was navigating to the hotel and trying to find pools. Definitely will be looking to stay again whenever we visit.

The front desk attendants were exceptional! Sherry and Yuko were so welcoming and knowledgeable about the surrounding area for dining needs. The location is perfect and proximal to the beach and shopping centers. Very family friendly or solo traveler friendly. My only complaint was the room, which they quickly and professionally addressed. Would recommend for any business or leisure trip.

Very poor quality of both toilet paper and paper towels. Had to replace the batteries on two of the three remote controls for the TVs, Wi-Fi was very weak most of the time. Cookware was old, and should be replaced.

Loved the Hilton Village concept… several resort towers with beach & pools, shopping, restaurants and entertainment onsite! The cost of and centralized valet parking was a major disappointment!!!

Excellent location with great views, private pools, lagoon and Hilton village facilities with major food, shopping options made it a great stay with family. Having free laundry in same floor of the room and bidet with heated toilet seat were a delight. Parking fees were bit high though.

I really wanted to like the experience but from our room to transportation nothing went smoothly and I was ultimately trying to be sold on a place I’d never been. Price was less than expected but after speaking with Dillion it was solidified that Hilton will not be where we stay moving forward. They did mention competitors so I’d suggest starting there and use this as a last ditch effort.

This resort is beautiful. They have everything you can possibly want or need including a Louis Vuitton Store. The staff was great. The condos and ocean views are gorgeous. Hawaii is so wonderful. I had to leave and cut my trip short My mom was having a medical emergency. I will be back to finish my vacation in April 2023 back to Lagoon Towers by Hilton Grand Vacations.

We just recently stayed 8 nights in the Lagoon Tower at the Hilton Grand Vacation Club. We had a 2 bedroom and 2 bathroom with a full kitchen. The room was spacious and very nice, but dated. The view was fantastic over looking the Lagoon and the beach. The reason for 4 stars instead of 5 is that the beds are extremely uncomfortable and the service and housekeeping was slow. Other than that we had a great time

In short, see a man called Chase. Perhaps the best advisor I have had the priveledge to talk to. Should you be in the market for a world wide, luxury holiday condominium, talk to Chase. A credit to any company. Well done Sir.

The concierge was absolutely rude. When asked about things to do around the city, he said “google it” lol. The room had absolutely terrible air flow, that caused me to get asthma attack. When I complained, the hotel said they could bring me a fan, but never did.

My son & future daughter in law are currently at this property. The service, from the very top, has been horrific! When they checked in Sat they spoke to the mgr re a mistake that Hilton Grand Vacations made re the 2nd part of their vaca. The mgr (on Saturday!) promised a resolution within 24 hours. Here we are FOUR days later and no response. If the mgr provides this poor level of svc imagine the rest of the staff. My DIL is also a former Hilton employee and this is how she's treated?? She worked for years to save points for this trip only for Hilton to absolutely screw it up and be MIA leaving them in a lurch with nowhere to stay (unless they want to go to the Doubletree and pay a much higher rate for a lesser quality room) i would suggest an IMMEDIATE response to my son with a resolution.

Upon checking in, I asked for a different room, willing to pay more if needed, as my room was looking directly at the neighboring hotel and a lousy view, plus I wanted 2 beds. I was told there were NO other rooms available, that the HGV was completely sold out. Later, I learned that was a LIE. That because I had booked through Hilton Hotels (as a Hilton Honors member), that they simply reserved inventory of rooms for their HGV members. While I understand that, moving me from one room to another doesn't change the inventory, and those rooms were vacant - I simply was denied. The room I had was right next to the elevator, and was VERY loud when people were waiting on the elevator. The first night, a kid opened our door at 11:30pm, waking my daughter and I up - as we learned the door didn't close all the way on it's own and was slightly ajar. The kid opened it to see where it went - I immediately sprang out of bed, rushed to the door to confront the intruder, and was met with a kid and his dad. His dad looked at me and asked "What's your problem". EVERY SINGLE NIGHT we were woken up repeatedly during the night. Never got a good night's sleep. ABSOLUTELY AWFUL.

Time share owner and received a hotel room. Booked a king and got a queen. Staff members were rude, called me a liar, lied to me. I get there’s covid still and a lot of people are trying to come to Hawaii. But don’t over book and under staff your hotel or you’re going to get many complaints.

We enjoyed the balcony with a beautiful view of the water. It was convenient to eat at the variety of restaurants and could buy groceries for our room at the ABC stores. The submarine trip was informative and very interesting. The only thing we didn't like were the rocks in the beach water. OW! The water was pretty to look at with its beautiful blue color.

We’re staying at the Hilton Waikiki village hotel and it’s beautiful. Upon our arrival we checked out the tours and activities desk and made arrangements for a sail cruise. We were offered a discount if we attended a presentation “a sales pitch” to hear about their members club to become an owner for their vacation club resort. We attended the presentation not to mention we gave away 2 hrs away from our vacation time. Presentation was smooth, agents were so nice until we said no to their offer. Their whole personalities changed. They were no longer nice or accommodating. You could tell they were bothered at the fact that their pitch was turned down. Not to mention they tell you there’s no pressure when going into the presentation. But yet they pretty much look angry if you don’t walk out saying yes. These people get paid to do these presentations I understand it’s their time too but it’s their job. They need to be more understanding when it comes to visitors. We’re giving up time we could be doing other things instead of being a chair for 2 hrs listening to a sales pitch to only get a bad reaction once it’s all over. Cynthia you were awesome and polite until we said no and then you could tell it’s all fake. As well as the other young lady who came in after you who was suppose to only do a survey but instead just threw another sales pitch. Pleasant until she heard a no. They need to learn how to be respectful even their sales pitch wasn’t successful.

Extremely dissatisfied with the cleanliness of the rooms, the layout and the overall experience. The amenities were not large enough to accommodate all the guests. Very crowded and not upscale.

The lobby and staff were wonderful. However, the pool was cold everyday. The big slide I never saw open which was the reason why we booked this resort. The food stand was closed and both hot tubs were closed. I was in Maui the week before and the hot tubs were open there.

Outdated A/Cs. Please be prepared to sleep in freezing cold even after setting the thermostat to desired temperature. We set our temperature to 74 and the temperature was dropping to ~65. Hotel could do nothing blaming that rooms are full and the A/C thermostats are outdated and run to maintain humidity levels. Had to request to turn off the A/C totally. So we had stay in a non-AC room.

Unresponsive staff to requests and no enforcement action on non-resort guests' use of the pool and hot tub. The pool area is gated and locked but, with so much foot traffic, anyone can enter and use it at anytime. What other resorts, like Marriott, do is to issue a different color wrist band everyday to eliminate such illegal activities. Not here and I didn't see any staff members conduct any sort of inspection. As a timeshare owner, why should we pay a high maintenance fee for anyone and everyone to use the resort amenities for free?

Purchased room with ocean view. If you leaned out the window you could see the marina…not exactly ocean view. Staff used the elevators with their carts during peak hours, we waited multiple times for 15+ minutes, each time a car would stop, it was full of staff. Expect to pay, room rate plus $44 resort fee, $45 taxes and $65 parking each day. Your $249 room is actually $400. Just FYI. Our room, we were also lucky enough to share it with the elevators. Very loud and very annoying. Lagoon tower is garbage in my opinion. Staff were very friendly, restaurants were good. Super busy.

I called to ask about the HGV program (Hilton guest service transferred me) and the reception said, “I don’t know I’m just the front desk.”

Wonderful hotel and staff. Will stay again. Hawaii 5-0 was filming there when we stayed. You could be an extra when there! Spa, beachfront walkway, & Resturant’s are great! My choice I stay at when we are in Honolulu! One time our flight wasn’t till late and our check out was earlier, a temporary hotel rm was set up for us to shower & change so we could stay till late evening when our flight was. That was awesome! Thank you Hilton!

If you love getting up at 6 am to stand in line for hours to pay a ridiculous amount per lounge chair and umbrella and then stand in another line to get your food or drink, then this is the place for you. Too much work to be called a vacation. I should have stayed home. Not coming back here.

This was a great Vacation getaway place for family 👪and friends. We stayed in a 2 bedroom suite and let me tell you that the best 👌and most enjoyable experience would be the toilet 🚻in the master bedroom 😇 I've already google everything about this jewel it made my trip memorable. Thanks Hilton.

My first time in Hawaii and this Hilton experience was amazing. Some of the best customer service I've seen in a long time. Can't wait to go back!