Grand Naniloa Hotel Hilo - a DoubleTree by Hilton

We were quite disappointed with our stay and do not believe it was worth the $350 per night—especially considering the additional resort fee and valet parking charges. Unfortunately, we encountered several issues during our visit: 1. Plumbing Problems: On our first night, the shower tub would not drain. While maintenance provided a temporary fix, they were supposed to place a repair order for the next day, which never happened. As a result, we continued to experience drainage issues on our second night. 2. Missing Amenities: The shower gel was missing from our room, and despite calling twice, it took an unreasonable amount of time to receive a replacement. 3. Billing Issues: We were entitled to a $36 breakfast credit, but it was not automatically deducted from our bill—we had to request the adjustment. 4. Unjustified Charges: The most frustrating issue was being charged over $200 per night for a “fitness package” that we never requested. This was on top of the $350 per night we had already paid. We are still disputing this charge with Hilton. Overall, the hotel fell short in terms of service. Staff seemed less warm and attentive compared to other places we’ve stayed in Hawaii, and there was a noticeable lack of attention to detail, particularly regarding maintenance and billing accuracy. Given the premium price, we expected a much higher level of service and organization.

We had a great experience at this hotel. The rooms are clean and comfortable, the location is great, the view is beautiful, and there is great snorkeling right on the hotel property. The hotel restaurant is DELICIOUS. We had both lunch and dinner there and everyone loved everything they ordered. Really great drinks, too. The fruit juice and fruited water they set out every day is a nice touch, and they put out really delicious coffee in the morning, too. My only gripe is that the complimentary drinks that they give you vouchers for are horrible. Cheap terrible wine, overly sweetened cocktails with beyond bottom shelf liquor... Just don't even bother with it. Be aware that parking is valet only, so if you are in and out alot that can be a bit of a headache, but they have pretty quick service.

I visited the Big Island mainly to hike around Volcanoes National Park and venture around being this was my first visit ever to this island. There really aren’t a lot of choices for hotels in Hilo, so you’re limited to this one, a few other neighboring hotels from what I saw, or Airbnbs. With all this being said, it’s about a 40 minute drive to the national park. No self parking and it’s only valet or you can park on the street for free at your own risk. The hotel room was clean and comfortable, and the staff at the front and valet were awesome, friendly, accommodating and helpful. The restaurant was okay. Service was a bit slow. Overall, the property is nice to relax and enjoy the ocean views no matter the time of day. Would I stay here again if I’m headed back to Hilo? Probably.

I chose this hotel to celebrate my birthday, but unfortunately, it didn’t meet my expectations. The white wall rooms lacked art, and the bathtub had its faucet removed, making it a weird situation. The hotel staff seemed quite unhappy and mentioned that the artwork was taken out months ago due to unpaid contracts, leaving visible shadows on the walls where the art once hung. The hotel offers valet parking only, which costs $25 per day, in addition to a pricey resort fee. The fee included drink tickets, but they were limited to well liquor, which was disappointing. The valet staff advised against walking out of the property at night, citing major safety concerns. When trying to rent a stand-up paddleboard or kayak, I found out that cruise ships have rental priority, making it difficult for other guests to enjoy these activities. The behind hotel seating near pool closes promptly at 10pm. Despite the overall negative experience and the unhappy vibe among the staff, I did enjoy the turtle-watching. 2 stars!!

The location is perfect, right on the ocean and only an eight minute drive from the airport. The hotel is a little older, but it’s very well kept. The staff have always been amazing (we’ve gone 3 times now). There used to be a self-park option, but now it’s valet only. Valet is super quick. Check-in is always easy and seamless. You can get fresh baked cookies at any time throughout the day. When we check in, we get two drink coupons per night, and as Hilton diamond members, we get a food and beverage credit per night (not sure if this is standard for everyone). This is considered a Hilton resort so you can use your American Express resort credit if you’d like. The bartenders are super entertaining and friendly. They pour heavy drinks ;) you can get breakfast at the counter in the lobby or downstairs at the restaurant. We’ve always liked the restaurant in the past, but this last time the food was so-so. I heard that they’re under new management or new ownership, which could be the reason why the food quality has changed. Free coffee, tea, and juice in the morning was always fresh and ample. The views are amazing and the gym is decent for a hotel gym. We will definitely be back next time we are in Hilo.

Decent hotel in need of upgrades. The room was just ok. The bathroom area had the lowest toilet that I have ever seen. It was so low that I couldn't help but laugh every time I looked at it. It was comical. What wasn't comical is trying to get up off this extremely low toilet. The outside patio area was nice and relaxing. It would be nice if the outside bar area had speakers and music to give this area a little life. I asked if they could turn on some music or turn the volume up for the TVs that had basketball on, and neither one happened. It was quite boring and lacked a vibe.

Convenient location to activities like volcano, mauna kea, etc. Nice beaches are a bit far. Cookies at check-in were yummy. Oceanfront view was nice, balcony was nice. Rooms were a bit old. Holes in the wall from where there should be art but was clearly taken down and not replaced. Valet parking was a bit of a mess, poorly managed. They have three lanes but don't keep any lanes free for just drop offs, so cars pile up. A couple times I just wanted to drop off some family members and head back out, but was stuck waiting for 10+ minutes to just get through. No self parking unfortunately. Rooms were not available at check-in time and had to wait several hours. They comped some credit for the resort fees and valet parking. Without that credit I'd have rated this lower. Ran out of coffee and hot water in the morning regularly. Elevators extremely slow and old, ended up taking the stairs up 6 flights most of the time. Pool is a joke. Basically the size of a kiddie pool at any other hotel resort. No beach either, they have a little dock you can jump off of into the ocean. You might get scratched up on the rocks though. Best to just use this as a landing place for activities and definitely not stay here more than necessary. It's not the type of hotel resort where I'd want to lounge around all day.

I would give it maybe a 3.5. Part of the problem is that I am not a resort-type person. I like simplicity. I stayed here because of an event and I thought the prices were reasonable. Some of the things I liked were:||Great location with beautiful banyan trees and a couple of nice parks nearby.||Beautiful views. I would say at least 2/3 of the rooms had ocean views. One section had golf-course views, but there was construction going on near those at the time I went.||Easy ocean or pool swimming access.||Decent gym with more equipment than I usually see at other Doubltrees.||All-inclusive resort. You pretty much don't have to leave. They have a convenience store, kayak rentals, tours, and two restaurants. ||Live entertainment, including hula dancing (though I didn't particularly care for it)||Cute birds. A kolea was my companion while I worked out or swam. I saw Nene flying by. Lots of saffron finches and some yellow-billed cardinals.||Things I didn't like were:||100% valet parking. Valet parking is nice, but do you really have to force everyone to use it? It also costs extra. Luckily, there was enough parking on the street.||Noisy. The walls were very thin here. Also, I could hear a lot of the noise from the lobby area even though I was on the 6th floor. There was also a very loud concert going on at the golf course that you can hear from miles away.||Air conditioning does have a "fan option" where you can have the fan running continuously with the A/C turned off. So, it cycles on and off and is very loud, especially as I was trying to sleep.||They're doing renovations, so the rooms are very dated and lack artwork. The whole building needs painting. However, that didn't bother me as much as it would for other people.||I probably wouldn't have made this hotel my first choice, but it's not a bad choice if you have an event in the area or you like being on the ocean.

It was just okay. There was nothing outstanding that I can say about this hotel. The air conditioner was loud and slow in keeping the room cool. There was NO LOCK ON THE BATHROOM DOOR. ELEVATORS WERE VERY VERY SLOW IN GOING FROM FLOOR TO FLOOR. Other than that, the Staff were very nice and helpful.

The Naniloa, recently acquired by the Hilton Hotel chain has recently been rebranded as the Doubletree Naniloa. And becoming part of the family means the property has recently gone through a full renovation. Yes, most of it is just surface upgrades still whatever they have done works well. And I can now say, the Naniloa is probably one of the nicest properties you can stay at in Hilo! Nice touch with the signature Doubletree checkin chocolate chip cookies and complimentary coffee bar. Love the upgraded furnishings in the rooms. Love the addition of more plug-ins for electricity. And love LOVED the upgrade in view from ROH double double to high floor oceanfront. Wow! Stunning!! The view the view, upgrade to the oceanfront where one can even enjoy that view from the shower bathroom. Sure, it would have been nice if the bed mattresses were a little firmer. And the gift shop and restaurants could use some upgrading tho those maybe concessions. The rates maybe a little high... but noticed that those fluctuate and actually went lower than the property next door as we got closer to check-in. Do I wish the pool to be a little larger with fun slides? Not really (but it is small... relaxing). Would I recommend the Double tree Naniloa? Absolutely. Would I return for another stay? You betcha!!

This place feels like it could use either a refresh to more modernity or a refresh that intentionally showcases its retro Hawaii vibe. One or the other. Cuz right now it feels like its just kind of downtrodden and trying to keep up with other fancier stays available on the big island. There was certainly nothing particularly wrong with the accommodations, lobby, bar, shop, restaurant, or public areas... I guess I just expected it to feel a bit more high-class for the price? Still and all, we enjoyed our two-day stay here well enough. The pool is nice and there's loosely, not official access available to the oceanfront from the property. You can get an extra towel from the front desk. There are a few short walking paths on the property, connected to a nearby park in easy walking distance. A open-air restaurant is by the pool, which we ate breakfast/brunch at twice, and those were quite tasty with some fun tropical options to choose from. The bar in the lobby routinely has coffee available in the mornings and water/juices throughout the day (though, to by disappointment I found these were not always available and there was no posted schedule of when to expect them... a smidge irksome when you're trying to fill your Hydroflask before setting out on adventure elsewhere). Part of our package included redeemable cards at the bar for alcoholic drinks. These were, unsurprisingly, rather small offerings, but they tasted quite good. Somewhat difficult to redeem however, as the bar staffing was also sort of random/chaotic. Oh, and they gave each of us a yummy chocolate chip macadamia nut cookie on check-in. There are pastries and breakfast type items at the bar in the mornings, buuut they aren't complementary, which was obnoxious because the display made it look like it was a nice grab n' go sitch. Disappointing. Parking was probably the biggest set-back this place had because there just isn't enough of it to support the hotel. We had to park on the street aways and walk all our stuff in. Maybe they were just hoping we'd pay the extra nickel for the valet... idk. Warning to those with mobility issues: the bathtub rim is quite high. You'll need to be able to lift your leg above knee height to clamber in.

The only way to park in a disabled parking spot is to pay for valet services at a rate of twenty-five dollars per day. This treatment of individuals with disabilities is unacceptable. This situation is unfortunate.

This place used to be my second home for a bit when it underwent rebranding to the double tree by Hilton. I love the chocolate chip cookies at check in. A few things have changed like no self parking which I miss. The only self parking is a little far, street parking. The ocean front rooms are the best. I wish the rooms had smart tv's as Hilo doesn't have much of a night scene and is good for catching up on shows. The convenience store has limited hours so be prepared if you were looking for a late night snack. The grounds of this hotel are lush and tranquil. Everywhere you go is green. They have a beautiful gardenia bush ocean front that smells amazing!

I don't know if I want to stay in this hotel again. Although there aren't much to choose from in this side of the island. So likely ... The AC unit occasionally sounds like something is drilling - this is all hours of the day, and you know it's best heard when you are trying to go to sleep! (I think it's the AC, it lasts about 5-10 minutes at a time.) The water pressure is medium. The temperature does fluctuate. There is about a 20 inch step into the bathtub/shower which is really high! Our room had zero bars of soap. We called for one. We got 8! Otherwise the room is spacious. All your basics amenities (tv, microwave, fridge/freezer combo, coffee, cups, safe, hangers...). The bed is comfortable, the pillows are alright. I do want to comment on the toilet tho - when did hotels install a foot flush for the hotel rooms?! Parking - to avoid a $25 valet only parking fee, there's plenty of parking on the street and there's an abandoned (?) lot many people also park in and walk across the street to their hotel room.

Loved my Stay, was here 2 weeks for work and the staff made me feel like family and took such good care of me.... Love you all and can't wait to come back! To my girls at Hula Hulas you are Amazing, Love you Shayanne & Emma, Auntie Debe forever

Upon check in, we had difficulty pulling up to the front of the hotel to check in so we ended up parking in the lot. We were immediately approached by security telling us we can't park there. We explained to him that there was no where for us to park to check in. he eventually agreed to let us park to check in but we later found him looking for us in the lobby while we were in line to check in. We waited 30 minutes to check in as they only had 2 individuals working the front desk and both were attempting to solve guests' issues, not a great first impression. We found Nigel at the front desk to be friendly when it was our turn to check in but others working the front whom we interacted with during our stay seemed to be irritated that we were bothering them. This hotel is off of Banyan Street which it gets its name from the Banyan trees that line the street, look up the history of Banyan street and the famous individuals who planted these trees in the 1930s it is interesting! There is a public "lagoon" about ¼ mile walking distance that is open to the public and the downtown area is about 1-2 miles away. We were not impressed with the surroundings in this location. There are a lot of homeless people and people living in their cars on the street. The surrounding apartments and hotels are very rundown and sketchy. While we felt safe, it still had areas of concern. I have read a lot of reviews ahead of time that this hotel is a rundown and in need of a makeover. Reviews like this don't bother me as I usually find the hotel to be just fine after I see it for myself. But wow does this place need some TLC. The lobby and both bar areas were nice but the rooms and exterior need work, especially a paint job. The rooms had paint peeling on the interior and especially around the windows. The windowsills were dirty with dead bugs. The exterior windows were dirty. The bathrooms were nice and spacious. And otherwise, rooms were clean. This hotel gives you the option to have housecleaning come daily, every other day or upon request. The exterior of the building needs a great paint job it looks run down. The outside grounds were lovely, the pool and complimentary cabanas were nice. They also lined the grounds with tiki torches and hand recliner chairs set up around so you can enjoy the views of the water. I liked how the lava rock flowed into the water and connected with the greenery. You can even see crabs climbing on the rocks. While there is no beach, there is a little dock that you can jump off of into the ocean, the water was calm due to having a jetty to break up the incoming waves. This hotel is near the cruise port, so we watched a cruise ship come and go. What was a pain in the butt was there was no pool towel hut, to get pool towels you have to get them from the front desk. Meaning if other people are ahead of you in line to check in you must wait in that line just to receive your pool towels. We had to wait up to 20 minutes just for towels, very irritating. Also the towels looked like old rags. Parking is $25 a day for valet parking, or you can park on the street at a first come first serve basis. We did decide to park on the street to save some money, we got lucky for the 4 days we were there that we were able to find parking. If we couldn't find parking, we were told we can tell reception and we could pay for valet. There is a daily "resort charge". With this charge you were given 2 daily complimentary drink tickets for house wine/beer, soft drink or their beach cocktail. These were valid for use at both of their bars - in the lobby or by the pool. This was honestly the only good thing about it but then again, you've already paid for your drink in the resort charge. You're also given 2 water bottles PER STAY but not per day. They were very stingy with the water bottles. I was one of the many people who were under the impression that it was two bottles of water per day, as that is how it has always been in my experience. I just stayed at a doubletree in key west 2 weeks prior and bottles of water were provided daily. Not to mention that I am a Hilton gold member and as part of my benefits entitled to two bottles of water, they would not honor this and instead were going to charge me $3 per bottle. We ordered a margarita flatbread from the bar our last night and were greatly disappointed in it. The $16 flatbread pizza was no bigger than the size of my hand. It was topped with too many onions and unfortunately ended up going to waste. You could rent snorkel gear or kayaks for a fee.

Great Value! Beautiful View Not top notch like the Four Seasons or RitZ but this is Hilo HAWAII We are Hawaiian which plays music swim have fun and get by!!! The food was five stars I miss my breakfast everyday I stayed there ten days not one day did they disappoint I tear up restaurants food was fresh prepped to perfection and for someone who complains about everything I give them a ten out of ten including four seasons Ritz etc I eat it all back woods country diners holes in a wall no speaking English best breakfast on island chain 2024 and I know it's premature but for the value it's not the RitZ it's Hawai'i to live like Jawaiians this the place "10" awesome golfing pool drinks and breakfast LOVED IT

Exceptional customer service at the Grand Naniloa. The Staff here is amazing and really gives 5 star service. From Cindy & Nigel at check in always willing to help anyway they can with a smile on their face . To Ryan, Scott, and Gavin the bartenders making great drinks and even Shirley temples for my son. These employees really make this hotel stand out!

Four stars for the location and the Double Tree cookie but it goes downhill from here. Hilton acquired this property in 2016 and has invested $30 million in renovations. It needs to be uphill from here because there is more work to do as the neglect from the previous ownership still shows in many places. The lobby is very nice and open which draws you in immediately into the Hilo Bay. During our visit, solar panels are being installed. The staff is nice but lacking in numbers as is the case everywhere so there are many aspects that are self service oriented such as the Hula Hula restaurant. We use a form to mark what we want and then a wait person takes the order away. The order is brought to our table. It's hard to find good staff and being in this role is not easy. Being organized is a must. Our waitress didn't appear organized as we asked for milk and had to get up and ask. Also, I observed a woman who wanted a cappuccino and she had to wait an inordinate amount of time IMO. No diving in the pool is posted yet a bunch of kids continued to do this despite the manager telling them not to. Ugh! Whenever you travel, please respect the rules. Valet parking is included but we chose to self park across the street because we like to go in and out quite a bit. It's nice to have the complimentary hot beverages from 6-9am and the cookie! I know I mentioned this already. The bed is comfy, the room has a microwave and coffee maker and you get two complimentary bottles of water. I'm hoping to lay out at the pool tomorrow. There's not a lot of lounge chairs so we shall see. It's wonderful to hear the waves crashing into the nearby rocks. Truly 5 stars for the location. There is more investment that Hilton needs to do to raise the quality of the hotel

When I googled the Naniloa I clicked on the website, or so I thought what was the website. I selected call and made reservations with what I thought was the Naniloa. I get an invoice from a company called Carrier, a third party reservation company. My 2 night stay was booked for $641 and the added resort fees and other BS fees came out to $920. When I checked out I found that the Naniloa added another $89 for resort fees. I complained that I was getting charged twice for resort fees, and they actually took the charge off. When I arrived to check in the traffic getting into the driveway was backed up and there were no parking signs everywhere. It is a terrible situation and to top it off a guy behind the desk told me that the valet parking was $25 per night. When I freaked out at paying more he told me that he'll take care of my parking and that I could park anywhere on the road or across the street. I thought he was going to waive the parking fee, but he was actually just messing with me which pissed me off even more. When the young lady checking me in told me that she needed my credit card so she could charge incidentals for up to $100 per day. I asked if nothing changes and I don't use any chargeable services would there be any other charges that I don't know about? She refused to answer me when I asked 3 times. She knew they were going to tack on expenses and did not want to anger me further. There was a big soccer tournament in Hilo so the hotels were gouging the hotel fees. I can honestly say now that I would not return, ever. The Hotel does not live up to my Hilton expectations. Some parts of the hotel are an eyesore. Outside above the pool area the hotel walls and balconies were covered with dark algae like substance. Needless to say that this hotel needs to be more kamaaina (local) friendly.

The bed was comfortable, room was perfect size with refrigerator, microwave, coffee maker and beautiful ocean and Mountain Views. The staff there were amazing. So much Aloha. The free cookies are oh so ono. Simple hotel that still offers free coffee in rooms and in the lobby. Also, Free entertainment in the lobby on a Saturday night was a plus.

Naniloa hotel was ok. For price that I paid, I was unsatisfied with the quality of the room. Room itself smelled old and stale. There were a few stains on the wall, wish they had detailed cleaning in the facility because that type of things makes a difference for cleanliness. Customer service at the front desk was great, treated with friendliness and welcomed to the establishment with aloha and complementary warm cookies. Valet was awesome, those gentleman greeted with aloha and always left us saying drive safe. That made a difference for us! Room 1.5/5 staff 5/5. Views on the property towards the ocean was beautiful! Nothing like it! Beautiful and pure! The next building over kind've made a damper for the views from the room. The building looks run down. I'd have to stay there again, to see if cleanliness improves. Just to give a fair review on consistency.

Came here to celebrate our wedding Anniversary and booked the King 1br with soak tub. Of course you have to go all out! The hotel itself has an older feel but that's what makes it comfortable. The view we had, showed the ocean which was beautiful. Keep in mind our room didn't have a balcony but that's okay. I wish I took a picture but when you check in they gave a complimentary warm cookie. It was delicious! They will ask of any allergies before giving you one because it has peanuts. When on vacay eating at different places is a must! But if you feel you need to keep up with your exercise regimen they have a 24/7 fitness center to burn off the calories. Also, if you need to wash your clothes there is a Laundry room. First floor of the Mauna Kea/loa wing. Use your room key to enter. You can buy detergent/softener at the gift shop. You can also digitally pay for the machines with the PayRange app. Overall, this was a nice place to stay with everything within walking distance. We will be back again to this hotel.

Nice hotel. Service is friendly and tries to be helpful. However, we did have some issues with housekeeping, and we also had a lot of Ants in our room and out on our Lani. The property is nice and very close to a lot of things. It just could use a bit of upkeep. Great views. I would recommend it.

0/5. Very poor experience. 0/5. My husband was injured in an elevator at this Hilton hotel that could have been a detrimental, crushing injury, and when it was brought up to the GM, Nikolas, he angrily walked away denying that there are no such things as elevator injuries. The fact is that people are injured and sometime die as a result of elevator injuries annually. We brought it up to their attention to avoid anyone else from getting hurt. I am appalled by the way we were treated by General Manager, Nikolas. What an unprofessional, uncaring employee. Nikolas should not be managing anything.

Good stay lots of free drinks and friendly folks staying here. The staff was pretty nice too mostly the bartenders made my stay very special

A pretty good hotel overall. The rooms are overall decent, but could use some updates to them. The bathroom is nice. Our room had a nice view of the oceanfront and the lawn. There is a lobby bar with televisions and food is served there. The side is open for outdoor seating. There is live music during the evenings and sometimes throughout the week they also have hula dancing. You can walk down the stairs to the lawn and sit by the ocean or enjoy the pool. There is a restaurant down there as well as the gym. There is a small shop on site to buy some things you might have forgotten or small trinkets. There is valet parking included in the price so you might as well utilize it instead of parking your own vehicle.

I know...a double tree hotel..the last thing Hawaii needs is another chain. But this place was actually super nice. The views were amazing, the modern amenities were everything. The complimentary valet service was convenient. For us city folk who miss the modern day luxuries...this is the place for us.

Nice room suite with a soaking bath tub in the living room. I assume it's intended for all the hula dancers when they come here for Merrie Monarch Hula competition every year lol. I like this hotel. Very beautiful views of Hilo Bay, Friendly staff and a hardworking Valet crew. Their fitness room is Decent, small but has mostly all of the fitness equipment you need. Although the checking in process takes a bit of waiting, for all you tourists, you are on "Hawaiian Time." No worry beef curry, you going get where you need to go, the island not going nowhere.

Horrible Hotel! Upon arrival, it was valet only parking, but no valet workers available. I parked in front, went inside and checked in. Came back to car and got confronted by a rude valet person demanding I move my car and advising I was not allowed to park on any hotel Naniloa property. 2 of the 3 elevators were not operating, creating extensive wait times. Other guests were complaining and we ended up having to use the stairs up to 7th floor. We came back to our room the following evening to find housekeeping had failed to make up our room. When I called to report it to guest services, they gave me attitude over the phone claiming I had to opt in for housekeeping and the best they could do was provide some extra towels. Another guest on our floor had the same issue. Our kids were looking forward to using the pool, but was closed. Overall condition of hotel is run down, dirty, smelling of mold.

Stayed at a Hilton hotel twice in less than a year in two different states and management needs to take responsibility for flaws on their property when guests bring it to their attention instead of them replying, "did you notify us early". That was the response I got from the front desk when it was brought to her attention that the tub drain is clogged and starts to not drain after a minute. Photos show the water level was at 2 inches with less than a 10 minute shower. When she replied about notifying them earlier instead of checking out after two nights my reply was that the house keeper when cleaning the tub should have seen the water not going down after a minute. No "I apologize", "I am sorry that you had to go through this", "How can I make this a better experience for you", just the reply, "did you notify us earlier". Really??? I am notifying you now!!! Secondly, I checked in at 1pm and tried to do an early check in which didn't happen because check in is at 4pm. Then while waiting in line at 4pm after standing in line for about 10 minutes and now second in line, the manager asks everyone who prechecked in and only needs room keys? She made a separate line for us and now I am first in that line while two guests behind me in the original line had made it to the counter, checked in and left to their rooms while I was still waiting for my room key. Rocket scientist decided to make everyones room keys about 4-6 rooms for guests and brought them out all the same time. Streamed lined maybe for her but not for me cause I had to wait about another 5-10 minutes to get my room key. The only thing that saved the hotel stay was our corner room with double lanai. Shame on Hilton and management. Never will I stay at another Hilton hotel and I advise you to rethink your stay elsewhere.

Our stay was nice. This is definitely not a five star hotel. At check in you get cookies from Hilton. These were the worst cookies I've ever had. Again I heard some things about the hotel from the great, Doug Stanhope. Doug was exactly right. This hotel is good but not. Our room was good. The view was nice of the bay and we did get to see a rainbow go across the sky. Our bed was very comfortable. There was a sliding barn door for the bathroom. It got stuck multiple times. Once my arm got stuck and my husband had to run over and pry it open. The hotel is unfortunate that is surrounded by bizarre empty almost apocalyptical like buildings. This hotel is sadly in a bad location. We snuck over and walked the edge of the burned out abandoned hotel next door. Its wild! Its straight out of an end of the world movie. Don't go in. Its scary but go take a closer look if you're there while its still standing in all of its alarmingly eerie colossal bleakness. There's a golf course-ish type area across the street but was it actually open? It just look dilapidated and deserted. The grounds around the hotel on the waters edge were lovely. It was cloudy and raining for most our stay. We did manage to catch a nice morning and walk around with our coffee. We saw little crabs on the rocks. I saw an area where it looked like you can swim in better weather. That must be fun when its sunny and nice here. We really didn't eat anything onsite as we were only here for a night. The staff was pleasant for what interactions we did have. I would stay again for the rate and with not expectations of an upper-class feel.

What a great view of the ocean because of this hotel location. We got a great room with awesome view of the ocean from the balcony and from inside the room. Such a great feeling to listen to the calm sound of the water from our bedroom. Plus watching the sunrise from our bedroom at 6 am.

Location of this hotel is great! You can walk across the street to see the banyan trees. We are Diamond and stayed on the top floor with an amazing view. The resort fee included parking, rentals and welcome beverage. The room was clean and spacious. Service was wonderful. The staff was helpful and even gave an extra cookie to my kid =) They have a bike rental station right next to the valet. Leave your car and ride around the City. We would definitely stay here again when we visit Hilo.

Music in the lobby on Saturday evenings is so much fun. Love the atmosphere. Ordered a Caesar salad and it was pretty tasty, very garlicky some of the lettuce was brown on the edges but overall I enjoyed it, the only thing I ate that day. Unfortunately the next morning I did not feel well at all. No other explanation but the salad from the night before, spent the day (tossing the salad)

Room 834 is a great room! Okay, the shower IS a trailer shower, so don't expect a gush of water, but if you can handle that, this is GREAT room! The view, the openness, the balconies. We could see a turtle swimming around the rocks. This has a mini-kitchen with a regular size refrigerator, microwave, and stove stop. We loved the space. And on Monday nights, Kukuau Studio is a happening place. Be sure to check it out!

It's an older property, seems like all places in Hilo, however it's definitely kept in better condition all around. The vibe is just right, too. With welcoming and attentive service. Our 2-sided oceanfront junior suite was quite comfortable and had enough modern touches with extremely comfortable beds. Slider doors open to the ocean sounds and the view is simply heaven!

Did an over night stay at this hotel. Overall, I really recommend! For the price, accommodations, and service, I think they are very reasonable. It was easy to book. My room came with 2 queen sized beds, which came with a small fridge, microwave, and coffee maker. They also had complimentary hot coffee/tea in the lobby bar in the morning. Check-in was friendly and simple. They even gave us freshly baked cookies for each guest and 2 complimentary drinks for the lobby bar! I wish I got to stay longer but will definitely be back. I really liked that they had complimentary valet parking (best practice to tip though when you can). Self-parking is across the street. I also liked the service overall from the front desk to housekeeping to the valet drivers. I was always greeted with a smile and felt welcomed. I would describe this hotel like a mini resort, which I loved! They have a pool, fitness center, and 2 bars that I believe also has food options. You do need to get out of Banyan Drive to get other food and stuff but overall I really recommend this place for short or longer stays in Hilo. Also pretty good for families with kids. They have a nice little walking area that faces the water, very tranquil and easy going vibe.

Exquisite! Welcomed with the best cookies! We've gone multiple times for just the free cookies at the hotel desk. Everyone is friendly! Definitely would recommend the valet! I never do valet but has been so helpful and convenient. Free use of snorkel gear. We used laundry and were easy and convenient, if you get change from the front desk check, they shorted us .75 from a roll of $10 quarters. Room was definitely what I wanted and beds and pillows were comfortable, best sleep away from home. Conveniently located and amazing views. Clean property and drinks are heavily poured. Seen turtles, dolphins in bay and friendly cats. Kayaks and paddle boarding 10am-2pm and restaurants are good. Would definitely stay again and recommend.

This a a complain on the Hotel's GM Niklas Dahm. We stayed there here on 10/31/24 in in room #2**, across from the elevator. We got up early to catch the sunrise. We got into the elevator and my wife pressed the 1st floor button. The elevator took us to the basement. The elevator's door opened about six inches and I attempted to open it further but the elevator door jerked and closed. The door squeezed my hand but I managed to pull away before it was crushed. We spoke to GM Niklas and he was dismissive. I told him that someone could have lost their hands or fingers. She scoffed and said that he's never hear of such and thing and told me to stop talking. That irritated me and I said, "Let's google that" that fact. Niklas waived me off and walked away. He acted like a pompous arrogant Bastard. He has no place business being a GM, especially in the hospitality industry. I filed a formal complaint with Hilton, hope that they address this matter.

This hotel is quite nice since it has all the amenities. Nice view of the Hilo Bay and free hot drinks in the morning. It does also have laundry facilities which is great for the Big Island. They have sofa with table and power and USB plug for people that need to work on vacation.

Best Hotel Experience of my life There's a lot of competition with the west side of the island. For what this part of the island has to offer the employees and their mindset makes all the difference. The treatment by staff (cookies, coffee, waters, gyms, spa/bath treatments in room, the linens are so comfy) has given me hope for Hawai`i and humanity! I love this hotel.

1992 called, it wants its hotel back. We had a large group, several had issues with the AC, me included. It went out 6 different times. Maintenance came and drained something (?) and it worked for a day or so. Finally, I learned if I turned it off in the morning, it would work for me in the evening. Of course coming back to a hot room sucked. The bathroom pocket door kept coming off track. I dealt with it, but, damn. The towel rack was broken. I actually fixed it. I should send them an invoice for the repair. There was "extra" height around the bathtub (??) for no apparent reason (see pic). Older folks would have problems with that imo. It was a task getting in and out without falling. Fortunately, there were handrails. Unfortunately, if you're short, reaching said handrails would be nearly impossible. Oh, and roaches. I bug bombed my room. I'll add that to my towel rack invoice. The location was great, with the exception of how close it was to the airport. But the noise wasn't awful or frequent. The lobby bar was good. The bartenders were friendly and a nice cross breeze blowing through with a lovely view of Hilo Bay (pics below). Overall, Hilton Double Tree (I'm not sure if it's branded or owned by them) should upgrade the property imo. The location is awesome and the place has good bones. Years of neglect has taken its toll. It felt like an old casino hotel in Vegas, not a resort in Hawaii. Grand Naniloa? More like Grandma Naniloa.

READ BEFORE YOU BOOK! I read the reviews and I thought "how bad can it really be?" I looked at the pics-it looked great.... Well, boy am I sorry I didn't listen to the reviews. This place is horrible. And I do not use that word lightly. Roaches, smelly rooms, sheets that felt like sandpaper. NOISE and more noise! The actual hotel is so run down, severely weathered-it is in dire need of a renovation. The spot itself is beautiful and close to the cute town of Hilo. We had a king corner room and they placed us on the 2nd floor. Generally we would have preferred something higher but the view was good and I thought with the doors open it would air out the bizarre odor. I was wrong. AND the locals apparently have a favorite fishing spot right below our balcony (and all along the property) They have zero respect for the hotel or their guests, they were extremely loud and smoked -which wafted up to our room. There is no security so anyone and everyone was able to use the pool and grounds. Why am I paying resort fees??? The pool area was taken over by "non guests" -I clarified with the manager -she supposedly talked to them and they did nothing and even stayed to enjoy the pool after fishing. So we didn't use the pool. It's small and was overrun with kids doing canon-balls and running around. Yea I sound like a total kid hating bitch -in reality I'm a mother of 5 and have not slept due to the chaos and noise at this "resort". I talked with the manager and her approach to helping us figure this out was lack luster at best... Did I mention the "free drinks" -horrible! And they were flat out rude when I asked if I could use my free drink ticket to upgrade. Ommm -"NO" And finally (actually I'm pretty sure I'm missing something but I'm tired of writing) there was a band aid and a weird wire on our fire alarm. Creepy. Oh the free golf(eye roll) ... they actually own a decent 9 hole course across the street. But as you walk towards what you think is the clubhouse you realize it's an abandoned building about to cave in-black mold throughout the inside. It's amazing they don't consider it a safety hazard/ shame on you Hilton! No clubhouse just a small adjacent building to the one falling down to check in. But we did have fun playing golf as we were the only ones out there. The positives- they had live music 2 nights and it was lovely. There are fridges in the rooms -so we brought our own wine and enjoyed the music. We tried to stay away from the hotel as much as possible during the days. So minimal enjoyment out of our 3 night stay. I'd say this as the worst hotel I've stayed at for the price- in my younger days I stayed at some sketchy sh!t but I was young and poor-this was worse. Addendum: The manager did end up working with us and refunded our entire stay. She was spread incredibly thin due to staff issues. Again shame on Hilton for not supporting their staff so they can focus on the guests and giving them the best experience. Lame Hilton -LAME!

My husband and I stayed here to celebrate our Honeymoon/ 5 Year Anniversary. They gave us a box of chocolates since we we're celebrating. I upgraded for an for a full ocean view with a lanai. I am so happy I spent a little extra to have this. In the morning I would go downstairs to grab our complimentary coffee and come back to our room and enjoy our coffee on our lanai. We also enjoyed it in the evening while having cocktails. The staff were all wonderful and the rooms were clean. I didn't feel like they were outdated. The only couple of complaints I have was our sliding glass door could of used some WD40 as it was hard to open and close. And my biggest complaint was when booking our room I saw they had partial ocean views with a lanai or full ocean view with a lanai. So I booked the full ocean view. I thought our room would be the ones at the end of the hall where you get the full ocean view but it wasn't. It was the partial ocean view room. I didn't want to complain to the front desk because I didn't want to be that person and my husband and I were fine with the room we had but it would have been nice to get the room we paid for and was shown when booking online.

The view from the room will make you go---- ahhhh! It's like being in a plane! Yes- their famous cookies are here too! I do have to say their pool is small for their hotel though, but the views make up for it! We were able to use the gazebo area for brunch picnic! Girls trip brought their own wines from Napa! We got a few breakfast entree orders. And we packed well to add more food the table. LoL- we packed cheese, crackers, wine, smoked oysters too! For dinner it was an easy drive to town! Reserve early! It gets busy in town! The sunset was absolutely stunning here! I totally enjoyed every minute here! The hotel lobby is very welcoming and unique with its design. Cozy fireplace! And don't forget their cookies!

This place is a dump! I expected a Hilton hotel and got a motel 6 instead. My family of 6 got two rooms with ocean views and paid more than $3000 when we could have spent much less and stayed at a motel! Hilton, you need to or should have spent more money renovating this place! It doesn't live up to your standard!! Here are the reasons why you shouldn't stay here: 1) Service - I'm a Hilton's Honors member and downloaded the Hilton app for contactless check-in. The app said our rooms were ready, but we needed to go to the front desk because the digital key wasn't working. We got all of our luggage (3 carts full) out of the car and went to the front desk. The guy there said, "The app contradicts our system" and told us our rooms were not ready. My family and I were planning on going to Maunakea after check-in and needed to change. We had to open our suitcases outside the hotel, get all our warm clothes out, and changed in the public restroom because the app or front desk guy lied! 2) Room - When we finally got to our rooms (933 and 927), we were horrified! The rooms were the crappiest hotel rooms I have ever been in! I thought, "How could this be a Hilton hotel?!" The rooms were tiny, only had a quarter of a closet with two drawers, the bathroom looked like a public bathroom at a beach park and smelled like urine, the windows were dirty, there was no room to put our stuff, and the carpets were stained and smelly. To make matters worse, the bathroom sink leaked!! When we tried to call the front desk using the phone that was in the room, the phone did not work. We used our cell phone and was on hold for over 10 minutes. The room was not cleaned when we got back to the hotel after our excursion. We called the manager, Steve who could not care less. He said he had no log from housekeeping and didn't know why they didn't clean our rooms. 3) Discomfort - We could not get good sleep because the pillows are flimsy and turned into pancakes, the sheets and blanket they give you are not warm enough, and beds are hard and uncomfortable. I'm lying awake writing this review because I cannot sleep!

Great hotel with very accommodating staff. Enjoyed my stay and would recommend this hotel to anyone visiting Hilo, Hawaii.

Ok, so this hotel is in an excellent location however the surrounding areas are a little sketchy. So be careful when walking around especially in the early morning. I'm not sure but I think we saw a drug deal at the apartments that are next door!! Also someone drove by us on a moped and asked if we wanted anything!! Lol!! The hotel itself needs a lot of updating. It's a little rundown but like I said excellent location. During our stay the bathroom door broke and there were ants in our room. In my cousins room there was blood on their sheets. Will I stay here again?? Of course! All the employees were lovely and once again, the location is awesome!! Oh yeah, there are a lot of hotel cats and a bar lizard.

Ignore the 3 Star Average you're seeing...this is clearly the nicest hotel in Hilo. Its clean, modern, and gorgeous. Resort Fees are waived during Covid, yay! For $171/night, its worth it! And I got upgraded to an ocean view room, complimentary! PROS: -Clean, modern Room, sizeable enough. -Comfy bed -Coffee Maker -Big Screen TV -Fridge -Quiet CONS: -Pre Covid, this was a valet only parking situation. Now you must park yourself, which might be a bit of a walk. -Can't open the window for some fresh air. -Not walking distance to any restaurants or shopping. Not sure when I'll be back in Hilo, but 99% sure I'll stay here again.

The location of this hotel is great. It's less than 10 minutes from the airport and its right on Hilo Bay. It's peaceful and quiet in the area. The view from the room was pretty amazing. The hotel itself is a little run down but the rooms are pretty clean and nice. There isn't really any beach access here, you can kayak or paddle board at the park down the street though. The bathroom is dim (most noticeable when you take a shower in the shadows). They also decided to take out the tub spout and make it a shower only which is weird so if you want to take a bath you'll have to fill it up with the shower head. There is valet parking at the front of the hotel that cost $25 a day or a self parking lot across at the golf course that is not patrolled or lit at night so it is a little sketchy but had no issues. First night you probably won't realize this and end up paying for valet for the night (when we arrived it was dark and raining, there aren't any obvious signs about parking in the lot until daylight hits then you see it). There are many pot holes and bumps in the golf course parking lot so be prepared for a little off roading. There is a little shop down in the lobby but its only open until 7pm so stock up with snacks or drinks before they close or go into town. There aren't any late night convenience stores within walking distance either (at the hotel down the street there is one that's open until 8:30). This shop also rents kayaks or paddle boards but they advised that due to the recent rains a lot of sediment washed into the bay so it was dirty and smelled a bit. There is a restaurant downstairs (we didn't eat there). We walked down to Ken's house of Pancakes or drove into downtown (5 minutes away) to eat. There is a bar in the lobby that is pretty lively in the evening with some live music. There's also water and coffee in the lobby pretty much all day long (no starbucks or coffee shop in the lobby). There is a big island coffee roasters that's about a 10 minute walk This is not a touristy area like Waikiki (or the kona side) with a big night life so its pretty quiet and mellow, I really enjoyed the stay.

Nice atmosphere at the Naniloa with guests hanging out, though not overly touristy. The emphasis on hula throughout the hotel provides a nice cultural backdrop to the home of the Merrie Monarch in Hilo. We had a nice view of Hilo across the bay from an ocean lanai room. It was spacious with a good sized small frig and a microwave that made it easy to keep and heat up leftovers. The bathroom looked renovated and some of the design features were questionable. To access the shower/tub you have to step over a 20 inch tiled wall, not an easy task if you have mobility issues or you are on the shorter side. Also the toilet was only 5 inches from the wall making for a cramped quarters in an otherwise roomy bathroom. Parking is across the street unless you want to pay for valet parking.

I loved every moment while staying there. There staff and services was top notch and there rooms and atmosphere was also the best. This is one of my favorite places to stay. Id recommend this place to people visiting Hilo

This hotel was actually phenomenal for what I was seeking in a hotel. The staff greeted us with drink tickets and a warm doubletree cookie. The rooms were spectacular,views over hill bay. The property was quiet and serene. There was a swimming pad and pool that overlooked the ocean. There were birds chilling in the open space. The bar and restaurant were conveniently located on the property. The property brushes up against the gardens next door and has a wonderful view of coconut island. Additionally, the staff was kind and the valet was included in the resort fee! Coffee, tea and hot cocoa was a nice little morning add on. It's the small things that make a stay spectacular, you know?

My review is based on the room and price, nothing regarding the service by any of their team members. Let's see, I reserved a room for one night only, nothing last minute, it was planned to stay there. Anyways, for a room which cost nearly $400 for the one night, it was definitely not worth. I don't mind paying a good amount for a hotel stay, as long as it's worth it. Unfortunately, the Grand Naniloa Hotel, now known as the Double Tree by Hilton are charging Hilton prices for Motel 6 rooms. The view was great. Although, they did not indicate the glass "mirror" which separates the bathroom and the main room is see through. Depending on the time of day and the angle of the sunlight/room light, you can see EVERYTHING going on in the bathroom. That was a surprise which we were not expecting. Keep in mind, what happens when you're sharing a room with a colleague, or a teenage child, anyone other than your spouse/partner? Anyways, next...the door to the bathroom is more of a slide to open and close, like a barn door, but it did not close all the way. So there was always a 5-6 inch gap of it being open; therefore, you could see the person in the bathroom through the glass window and now the door as well. You could see the scratch marks on the wall from where the door would've seemed to be slammed by others over the years. I wouldn't recommend using the refrigerator, it blew heat instead of cool air, our leftovers were ruined. Yuck. There was pieces of trash here and there on the floor. Basically, there were two beds, a tv, tiny closet, bathroom sink was with the "kitchen nook" nothing specially, it's about 350 sq ft for the entire room, no balcony, but there was a view of Hilo Bay so that was nice. So again, for the price of $400 for the night, it was definitely not worth it. But what do you do when you need a place to stay, right? **Side note, the employees were all very pleasant.

5 STARS A+++ HILO HAWAII OMGOODNESS!!! This is a Beautiful hotel on the waterfront. Amazing beautiful people work here like the very cool Valet who took care of unloading the car. Thanks! Ms. Jamie checked me in quickly and answered any questions I had. Professional and great to talk to and I am in an outrageously amazing room Ever! Thank you Ms Jamie! And there's a seriously cool hotel store where Awesome Ms. Jordan works! I already made her my temp niece lol I love the family vibe this hotel gives me. I totally wholeheartedly recommend this gem getaway so just do it! It's so laid back chill! The hotel has a great restaurant a bar huge lanai lounge area and also activities available for families Yes Very serene atmosphere with poolside up next to the ocean and there are small natural pools you can walk up to and sit in but do respect the ocean right! Lots for lounge chairs throughout the grounds to chill! Anyway My room balcony view is omgoodness spectacular ALL DAY! Mauna Kea greetings in the morning...look at what God created... so Imagine yourself here because this is doable. I am moving to Hilo! So Call the hotel if you have questions! Peace Serenity and Good Vibes Only! God bless. I'm the Blue Dot! MAHALO!!!

Stayed here for the weekend for some R and R. This is a great place to stay if you're in Hilo. Service is great from the valets, front desk To the housekeepers. Art work from KimTaylor Reece displayed around the property and in each room is beautiful . The rooms are very clean, and comfortable, bathrooms are large and perfect soaking tub. We also had happy hour twice at the lobby bar where we also enjoyed pupus, great drinks and live music. Our bartender Scott was awesome too! Hardworker and personable ! I'd definitely stay here again