Hilton Guam Resort & Spa

Location is outstanding if you like a quiet place with excellent sea views, but out of "the action" areas. Hence shopping and restaurants are driving distance.||The property consists of an old building that has had minimal upgrades over the years. Clean and tidy but fittings and fixtures are very old and tired looking. The beds are very comfortable.||Staff are mixed: some seem to have trouble understanding English while others are polite and helpful. Housekeeping is very poor. We double-checked our PLEASE SERVICE ROOM sign on leaving in the morning. When we returned after dinner the sign had been turned to DO NOT DISTURB and the room had not been serviced. We requested new towels, but bath towels were not available. The staff promised to provide towels later. None arrived. Requested from another staff member. None arrived prior to us sleeping. Requested 3 towels from reception in the morning. Stated that they do not keep towels in reception but would request them "if there are any towels available". No apology offered. Finally received 2 pool towels 15 minutes later. All this on a day when we had been advised that hot water would be off from midday for maintenance.

Conveniently located, well appointed, sufficiently staffed with the kindest most courteous personnel around, the Guam Hilton had everything I needed for a fully faceted stay. With fine dining, a full gym, multiple turquoise pools, ocean snorkeling, a spacious gift shop, beauty spa, elegant rooms, & stunning balcony views, one could completely relax or chase adventure for days without leaving the property! Special thanks to Mr. Eddie in the executive Lounge for all his kind assistance. Whether for business or pleasure, I would highly recommend a stay at this fantastic property.

TL;DR: A comfortable and pleasant resort with great amenities, beautiful pools, and strong dining options—but some awkward design choices and an inconvenient location keep it from being a standout. Best enjoyed if you’re staying for relaxation and can snag a good deal. --- Overall, my stay was enjoyable, though not without a few notable quirks. The rooms were comfortable and made a great first impression, setting a relaxing tone right away. Everything felt clean and well-kept, which made it easy to settle in. One of the biggest highlights was the variety of amenities. There are five pools to choose from, including an infinity-style pool overlooking the ocean, which was especially relaxing. There’s also a water slide, which was easily one of my favorite features. The property offers several dining options as well, including a 24-hour café. The breakfast buffet was consistently great, with a wide variety of choices ranging from classic breakfast foods to Asian dishes, all included with the breakfast package. A surprisingly helpful touch was the on-site mini market. It carried everything from snacks and water to toiletries and even clothing essentials, which saved the hassle of needing to go elsewhere for forgotten items. That said, the stay wasn’t without its downsides. The bathroom layout was awkwardly designed. While spacious, much of the space felt wasted, especially around the bathtub area. The tub-and-shower combo was placed in a way that made the surrounding area impractical to use, as anything nearby would get soaked during showers. The location is another consideration. If you don’t have a car, getting around can be inconvenient. It’s not especially close to many major attractions, and public transportation options are limited. One small but memorable issue was the toilet flush pressure. While I later learned this is fairly common in Guam and not specific to the hotel, it was still noticeable during the stay. Overall, the experience was nice, comfortable, and relaxing—but not quite enough to fully overlook the drawbacks. It’s a good option for couples looking for a laid-back stay, especially if you can book at a discounted rate.

the location and the room are awesome. We have the ocean view with balcony. We enjoy as family the scenery of sunset. We also love the amenities: the pool area is good for a family bonding, there is a place for toodlers and parents to enjoy. the staff are all welcoming and friendly. The food also are superb, esp the buffet: everyday has a theme for the lunch so it really makes your appetite hype.The room is clean and big, my toddler really enjoy walking around the room. The comfort also is huge with its bathtub. We really enjoy our vacation and we really recommend the place.. The price really worth the accomodation.Thank you Hilton Guam, till next time!

The Premier tower is nice. The Main tower is not at all nice. The staff in general is really great, but wish they would do something about the insanely loud all night partying. On the plus, water pressure is amazing. Avoid eating at the Tree bar, but the buffet is quite good. Really should have a free airport shuttle given room rates and proximity.

I’m a Hilton Gold member, but this is my first time staying at Hilton Guam. Property is well kept. I really appreciated the ease of doing mobile checkin, but enjoyed the interaction with the front desk staff. They were friendly and provided true Hafa Adai spirit. I was upgrade twice and my room was beautiful and clean. I highly recommend this property. Will definitely be back.

My wife and I had a wonderful 40th anniversary celebration at the Guam Hilton. The Friday buffet at the Islander Terrace was excellent. We had a family get together of nine at the buffet had a wide variety of surf and turf along with tasty desserts and beer and wine that was perfect. Our check-in was beyond our expectations with Ms Dean Galutira going the extra mile and helping us upgrade to a room in the part of the hotel where we have stayed in before on our visits to Guam where we can hear the waves on the reef. Ms Dean Galutira escorted us to the lounge while our room was made ready since we arrived at the hotel early. She is a gem and made our day with her helpfulness and warm demeanor. When we arrived back at the Hilton Honors desk from the lounge, Mr Exil Salandanan remembered us from previous stays in the past years and provided our room which was exactly what we hoped for. Mr Salandanan made us feel like we were coming back home to the Hilton which we were since we lived on Guam from 1982 -1989 and now come back regularly from Hawaii to see our family here. The singer at the Islander Terrace was singing songs beautifully that I remembered from my youth. Songs from Karen Carpenter and Captain & Tennille brought back memories and were song exquisitely by Ms Louise Borja Muna. She added a heavenly voice to the already wonderful atmosphere at the buffet. The executive lounge breakfast was good with nice variety and provided a beautiful view of Tumon Bay and Two Lovers Point across the bay. Before the buffet I had a beer with my nephew in the lounge in nice atmosphere with the large windows overlooking the bay. The staff in the lounge were attentive and professional. My wife and I frequently stay at Hiltons and the Guam Hilton Is an excellent hotel to experience Guams island atmosphere and cuisine. Thank you to Dean and Exil and Louise and the whole staff at the Hilton Guam that made our 40th anniversary an excellent experience.

Beautiful view of Tumon Bay. However, I was pretty disappointed in our room’s cleanliness. There were chips/snack crumbs on the floor, hair on the bathroom floor, the bidet on the toilet didn’t work (maybe that’s for the best), and a letter for the guest before us left on the dresser. We bought the breakfast buffet and went down almost as soon as it opened and some of the hot food was already cold. Definitely wasn’t worth the $30 per person we paid. It’s too bad because this Hilton was lovely many years ago!! Service at the Tree Bar by the pool was great. Beach access isn’t great, to access Ypao beach next door you have to exit the hotel and walk towards the road then walk down a side road to the beach. Would make more sense to add a gate along the wall for guests to swipe in and out of for easier beach access.

This is a weird hotel. It's a Hilton, so you'd think it'd be good, but it's not. It's weird. It's old and big, but the furniture is too small for it. You feel like you've walked into an old gigantic, outdated, and sparsely decorated room with furniture that barely fills it. My room has two bathrooms, one shower, lots of shelves, and carved out holes in the walls. It's just weird. The pool closes at 8pm (why so early!?). The desk employees weren't super helpful (wouldn't tell me if I could have a late check out until it didn't matter any more), and the common areas are run down. The in-hotel shopping and dining is crazy overpriced. There's no beach access, except for the neighboring public beach, and it's just not great. I debated between two or three stars, but I bumped it to three because I will say, although the furnishings are outdated, the general spaces are poorly designed, and the furnishings are too old and small for their space, at least it's all clean and has your typical hotel/Hilton amenities, plus some. This hotel has SO much potential - but it's lost on whoever runs the joint. Someone please bring in HGTV (or something)! I did take this cool picture though.

The Hilton in Guam is fantastic. Great location and reasonably priced. The rooms are clean and good size. My room was center ocean over the pool. It was beautiful! It's the little things they did well. Plugs for easy phone charging from a nice looking clock that's also an alarm. The toilet seat was heated! Yes it also had a great Fanny and front cleaner! I went past 3 Mississippi more than once. I'm here for the week and don't want to leave. Janet my assigned housekeeper for the 3rd floor was fantastic and kind. The front desk at check-in and out are friendly, courteous and professional! The bellhops are excellent and quick. They're ready to assist with great attitudes. They have a few bars and all are nice with great atmosphere. The restaurants are excellent with a variety of choices and even buffet's if that's your preference. They also have a nice little store that carries anything you'll need and more. They have pretty much thought of everything so I will continue to stay here annually as they certainly have earned my business.

HafaAloha, I've been here at the Hilton for 8 days. This visit is much better than when I was here a few months ago. I have a Premier Ocean Twin Room. Great view of the ocean just like previous stay. This stay I ate at Tree Bar more and the food was okay. Cafe Cino was a hit or miss. I ordered a smoothie for breakfast. It was blended with bananas, blueberries, kale & protein whey. It wasn't sweet at all. On another visit, I ordered a cream cheese croissant. Not to my pallet. The cookies were not flavorful. For some reason, I just keep trying them because it's a great spot to use as a work hub. I went downstairs to look at the continental breakfast. Assortment of Meats, along with waffles, pancakes, French toast, create your own omelette. I saw fresh fruits, salad and juice. $30 and dine in only. Can't take back to your room. I didn't look at the dinner buffet. Room is a nice size. Small refrigerator still doesn't keep items cold. Ice machine on my floor (9) only worked a few days that I was here. I just went to the 8th floor daily for ice. The housekeeping staff is da bomb. Super friendly and efficient. Talked to one lady for a bit about her family in Hawaii. Hilton Guam Resort is in good location on Tumon Bay, the hotel has laundry facilities located on various floors. It makes work travel easier.

OK, I came to the island specifically for Typhoon Mawar that was headed toward us. All things being considered, I think the hotel did an absolutely fabulous job of preparing for the hit and the recovery. As the effects of the storm was mounting, water was slowly making its way into the building. I asked for extra towels twice...in all, they delivered 20! They had staff stay in the hotel so they could be readily available throughout the night and for the next morning. They prepared free box lunches for guests for a couple days until they could get the kitchen and dining areas cleaned up and usable again. They had contractors assisting on-site clean up of downed trees and other items the very next day. I can go on and on about their efforts before, during, and after the typhoon. Suffice to say, I was extremely impressed by the level professionalism and compassion I experienced at this hotel. But not only did they take care of their guests and staff, they opened their doors to local residents to come and relax in their lobby as most were without power. But about this hotel, yes, it is an older hotel and it could use some renovations here and there. But I didn't see anything that was in really bad shape. Their breakfast buffet was awesome. Lots to choose from and a good variety of both American and Asian cuisines. They have a covered patio bar so you can enjoy an evening drinks. They have an evening "social" for diamond members...complimentary appetizers and drinks. There's an on-site snack counter/coffee shop, a convenience store/gift shop, valet parking, swimming pool, tennis courts, a really large fitness center (they even sell membership usage to local resident), and much much more. My room in the Tasi Tower had a small refrigerator and safe, but no microwave oven. You can have one put in your room for a daily fee. There was daily housekeeping of my room. I had an ocean view but from the second floor, it wasn't the best. In all my travels, I've run into great staff members here and there. But at this particular Hilton, every staff member I interacted with was exceptional in my book...and I was here for a month! I had a couple minor issues but the staff dealt with them on a level of commitment and care that I've just never experienced before. Bravo to them all! And again, I could go on and on about how good this place was and how the staff here "rose to the occasion" to accommodate their guests. Coworkers staying at some of the other hotels didn't have AC in their rooms for weeks. We only lost power for a couple hours. If I'm out this way again, this will be my first choice!

Near the end, this hotel grew on me. Friendly service and staff. Lots of restaurants and amenities. Was it old and outdated? Yeah. Was the beach adjacent great? No, but it wasn't bad. Was the pool glamorous. Nope. The air condition worked. I had hot water. The cleaning service did their job. The front desk was friendly. The restaurants were good. The cafe was 24 hours! A huge plus when you're jet lagged! The location was close to a lot of things like the mall.

The room is huge! Has a nice couch for sitting and working. The TV is nice and big, but unable to move to view better. The view from building one is good depending on where you are located. Even number rooms have a better view, but nothing to be overly excited about. The breakfast is great, nice buffet! The CONS: The bathroom is dated and the tib is cracked The fridge inside the room is tiny coffee is weak

Every time I come to Guam I stay at this Hilton because of my membership. As other reviews have indicated, the hotel is very outdated and need some repairs. Despite this, I gave it 4 stars because I stayed here two weeks after the typhoon and the service was phenomenal. They were still recovering from the typhoon, yet the Hilton staff there were professional and friendly, and had an upbeat attitude. The breakfast buffet was good and the hotel is conveniently located by the beach. Not all of the pool areas were open. I think this was due to typhoon damages or short staff. The gym is big with lots of equipment. I was there only for one night waiting for my connecting flight, but it was a good short stay

Hilton is one, if not the oldest hotel on the island of Guam. It's been around since the 70s and anchors the southern end of Tumon Bay. Because it is one of the oldest hotels the wear and tear of these years are beginning to show. The exterior remains unchanged structurally as well as the landscape. If it's not broke don't fix it. Like many buildings on Guam it could use a power wash and fresh paint on the exterior. Same great service at the front desk/concierge right up to the valet and bellhop service. What strikes me immediately upon entering is the infused signature scent of citrus/basil. It smells welcoming and fresh! The rooms could stand an upgrade as their superior rooms are equipped with low definition televisions, outdated furniture and/or sparsely decorated space. None of the bedside tables have plug in ports for your electronics and none of the rooms have microwaves. I have noticed that some of the rooms are getting renovated but none of the ones I have stayed in reflect that renovation. The Cafe in the lobby remains one of the few restaurants that opens early and closes late (5am - 11pm) however their hot dishes aren't very good. Zero room service as of 12/2022. Islander Terrace, Tree Bar and Roy's Restaurant are staple restaurants as well as "newcomer" The Fisherman. Roy's remains my favorite and would pass on the Islander and Tree Bar. Islander used to have a pretty good Sunday Brunch but if you're going to pay $50.00/person - I'd suggest you check out the other hotels with buffets as well. Zero views. Food unimpressive. Everyone loves the Hilton. It's not going anywhere and is a mainstay in Guam's hotel industry.

This Hilton gave me what is probably the worst check in experience in the 400 ish nights of my life I have spent with the chain. I used the message app to let them know I would be arriving late and specifically asked them not to mark me as a no show because of that late arrival. They confirmed the message and promised they would hold the room. They then marked me as a no show and cancelled my reservation while I was in the air. They then provided me a sheet with all my detailed biographical information (home address, phone number, email, name, etc), except it was for someone else entirely. I know how to fake your identity, Mr. Person-from-Katy-Texas whose information the clerk decided to give to me. Glad to know they are careful with that kind of thing. They then refused my request for late checkout (not even one minute), even though I lost 20 minutes of precious sleep standing at the front desk while they tried to rebuild my reservation that they had cancelled after confirming in writing that they would not cancel it. They then improperly keyed my hotel card so I could not access the space for breakfast, costing me some additional time in the morning while I tried to fix that. The room was old but tolerable - thermostat didn't function properly and the bathroom fixtures are ancient. No security checks on the elevator AND the elevator operator certificate is out of date, which doesn't inspire confidence in the safety of the the hotel. As you might imagine, I will not be back.

An aging Hilton Resort property in need of an upgrade soon - in a great location, probably an outstanding property many years ago. Restaurants (Roy's, deli, café, etc) provide great dining choices. Plus · Outstanding staff - makes up for the property · Gym - truly awesome - lots of free weights and machines (will need to be updated soon). A revenue source for the property as many non-guests work out - so the peak hours (0600-0800/1600-1800) are busy · Manager's Special - every day beginning at 1700, beer and pupus (changes daily) served next to the main desk · Location - at the southern tip/area of Tumon Bay, conveniently located to local fares; Tumon Bay is a great to snorkel and enjoy - the water is warm, calm, and pleasant Minus · Aging property, in need of an update soon · Parking can be a bit difficult, many of the stalls close to the front entrance are reserved - for whom? Seemed like there are many VIPs working in the property as well as other businesses on site · Beach access is a bit difficult - downstairs, through the pool area, down a few more steps - not much of a beach with sand, but more of a place to lay down and enjoy the sun, and the warm water · Rooms can be a bit musty because of the humidity, just keep the AC on to keep the humidity under control I travelled to Guam for work and was able to stay in the property close to the per diem rate, I paid the differnce; if given the chance would I stay at the property? Maybe.

Hilton Guam 6-15 May 2022 I arrived on a Friday evening and the receptionist was kind enough to store my bags after I checked in so I can grab an appetizer from the Grab & Go order that is available nightly between 5pm-7pm. I am a diamond-tier member so I'm not sure if the grab & go option is available to all other guests. Also, I had to extend my stay two times during my stay and it was such an easy process. Buffet-style continental breakfast is also available daily from 0630am-1000am. There is a wide variety of pastry and bakery options available and a have-it-your-way eggs ordering station as well as waffle made to order. Various juices (orange, mango, & a unknown mix) available but the glasses are very small so you'll have to make multiple trips. Coffee is available but it's horribly bitter! That is served by the waitstaff! On the weekend it was really busy (I think mother's day contributed to the crowd, too). But, during the week, it is like a ghost town so you can sit, relax, and take your time eating without feeling like you have to rush so someone else can get a table. Some days, the tables were reserved. For me - with the breakfast and the evening grab & go, I rarely had to purchase more food. The hotel itself is great. It is self-sufficient and you don't have to leave the property if you don't want to. There are a couple resturants, a store selling souvenirs and other essentials, and a gym (from the looks of it, I think the gym offers membership for locals, not just hotel guests.) However, if you want to enjoy the beach, you will need to walk to the nearby park (about half a mile), since the beach directly in front of the hotel is marred by rocks and sharp coral. I am a bit of a beach snob (that self awareness was illuminatd on this trip lol). The beach directly in front of the hotel is rocky and filled with moss. Usually, I am pretty excited about the beach but I really did not care to swim there. During low tide, I was lucky to see 3 sea cucumbers all nearby each other as I walked along the rocky shore. There are great pools on the property to make up for the rocky beach however, I only visited the pool area one evening during my entire stay. There are several cafes, eateries, and an ABC store less than a mile from the hotel. But, if you want other options, just venture further away from the hotel/tourist area. Parking is available in an outside parking lot + a parking garage. There are events hosted on the weekends so it gets filled up. Housekeeping comes by daily and if you have a "do not disturb" sign on your door 2 days in a row, the front desk will call to check on you and check if you need any toiletries or water. The housekeeper I have was always pleasant with me every time I passed her in the hallway. I was comfortable throughout my stay but on several occasions I took the stairs on the exterior(?) of the Permier Tower (I think that's what it's called), and I believe it could use some more attention, i.e. cleaning. The rooms themselves are a bit dated but okay. My room had a TV, work desk + chair, a lounge chair with foot stool, and 2 chairs on the balcony. I did not like the bathroom layout: a standalone shower that sprayed water all over the floor because of the glass door design, a hot tub that I did not use, and a small toilet behind the bathroom door. Otherwise, it was livable. When the executive lounge opened (about halfway through my stay), all the staff were always so enthused and greeted everyone by their name. Thank you Hilton staff for making my last minute, unplanned trip a pleasant one.

Had to be in Guam for business and elected to stay at the Hilton Guam Resort. Overall, this hotel was great, a little dated in some areas but overall was perfect. The staff at checkin/checkout are almost too friendly, which isn't always a bad thing! As much as I travel, I guess I'm just used to how we are in the states haha! As mentioned earlier, the rooms are a little outdated, but when you're in Guam, who spends a ton of time in the hotel room? This hotel is in a great location with tons and tons of beautiful views. There are also a few restaurants and bars onsite, so this is definitely a plus. I will be back in Guam in a few weeks and will definitely be staying here again. Two toes and two thumbs up for this hotel! Happy travels, my Yelp Squad!

Wow, as Hiltons go this is a great Motel 6. The elevator is dirty, the air conditioning did not cool and the hallways smell like urine. Check- in they had my name wrong and gave me a hard time. Finally I found the confirmation, did I get an apology? No, I got more snide remarks, and I am an Honors Gold member. Would I return here again...,NO!!! Will I go to any Hilton as a result? Maybe not !

I really want to give the Guam Hilton a higher rating, but I just can't... I've had the pleasure of staying here over the years for pleasure (I am local - born and raised on Guam), but recently I've had a business trip that had me staying at the Hilton for an extended period of time. I am brand loyal (a Hilton Diamond member), so I will stay here when I have work. First, check-in was pretty seamless. On my recent visits, Michael at the front desk assisted me both times - he was phenomenal! I had 2 separate bookings - he was able to combine both so that I wouldn't have to change rooms in the middle of my stay! Kudos! As for the rooms, I've generally stayed in the Premier Tower (stay in the odd numbered rooms), they have the best view of Tumon Bay. However, the rooms could really, really, REALLY use some remodeling - hence the 1 star deduction. But who comes to a tropical island to hang out in the room anyway?! With Diamond status, I was able to use the Executive lounge. A huge time and money saver! And the view is breathtaking! The breakfast was pretty basic - eggs, breakfast meat, potatoes, pancakes, a deli area, pastries, fruit, etc. Once again, the service at the Executive lounge was phenomenal! The staff there are really nice and quick to turnover seating. I've also had cocktail hour at the lounge, generous pours and a decent drink selection - fair warning free booze makes for interesting people watching and conversations. As for the pool and beach side - this is may be my FAVORITE part of Hilton! The location is ideal to hit the beach or the pool! There are 5 pools (including the hot tub and the kiddie pool). My favorite is the infinity pool - it's cliff-side and you get a great view of Tumon Bay. Right outside the Hilton is the Tumon Bay Preserve - which translates to probably one of the best snorkeling on-island, especially for the novice snorkeler. Since it's protected by the reef, the waters are not as choppy, and there is a coral maze teaming with fish. You may also see baby black tip reef sharks! I actually go snorkeling here even if I'm not staying at the Hilton - I just enter through Ypao Beach.

Each person review differs. I get that. However, my stay here at the Resort. The rooms are new. The decor beautiful. The views breathe taking. The lobby bright and smells amazing. No way possible can I see anything wrong with this room. The best hotel hands down. Plus they have a baday!

Very clean hotel great location on the beach barbecue grills outback to cook several restaurants to choose from. Nice bar outside. Pool outside

During a business trip I had the opportunity to stay at almost any hotel on the island. As a Diamond member, I of course chose the Hilton Guam Resort. For pure convenience, I had arranged transportation via the Hilton from the airport to the Hotel. Which was a good thing since it was raining heavily when I arrived. However, I did have to pay $15. Which was fine since I had brought large suitcases and the shuttle that was sent more than accommodated them. When I got to the hotel, the friendly staff provided me with a room in the premiere tower. Unfortunately, like others have stated the room was pretty dated compared to other Hilton properties. In terms of decor, it was like a time capsule to the 1980's. I'd venture to say, some Double Tree locations are more modern and with better amenities. Speaking of amenities, as a Diamond member I was provided breakfast and cocktails at the executive lounge. The lounge itself was pretty small but did provide a nice view of the adjoining beach. And the food was equally small in selection. From what I remember, mostly finger foods and typical continental breakfast selections. The gym was surprisingly large for a hotel. But you'll be sharing it with outside gym members and the hours are from 5am till 10pm. In terms of laundry, the cost is $3 for washing and $3 for drying. Overall, I'd say this Hilton property is a bit disappointing. But the staff more than make up for it. They are all friendly and will do their best to accommodate any needs you have while you're staying there.

Here's an update from my 2011 review. They renovated the 24 hour deli area. I found two good deals: the danishes are huge and pretty reasonably priced. Get the pizza if they have it. Pretty tasty. Other good deals I found at the Hilton recently: Bon Voyage sells cheap 1.5L water and reasonably priced 16 oz. sodas. But the best deal I found at the Hilton is the foot long hot dogs from the little ala carte window by Fisherman's Cove. The hot dog is $8 and delicious. The clam chowder with housemade bread is great too.

They have the worst customer service of all Hiltons I know. My husband and I have Amex platinum card and that gives us automatic Hilton gold status. My husband stays at this Hilton in Guam for his work. Upon check-in, a lady named Abigail refused to put points on HH honor account which is under my name but tied to our Amex platinum card, because I wasn't there with him. My husband have stayed at other Hilton properties without me and we never ever had this issue. Not only that, since we are gold members, we are supposed to get free breakfast. Abigail didn't even give my husband what he was entitled to. So he went back down to the front desk after settling into his room, told her he was supposed to get free breakfast. She refused that as well, saying he is not a gold member. So he explained one of the benefits of Amex platinum card is Hilton Honor gold status. Not only did she not know what her company offers, she basically told him to prove it, so he had to pull up the stuff from internet. Then she told him that she would give everything gold member gets but breakfast...WTF. So was he supposed to be thankful that she would give him two bottles of water and wifi like she did him a favor? It took him over 30min to get the stupid breakfast after 8hr flight to Guam, when it was supposed to be given to him automatically. After multiple phone calls, the other front desk staff Mark finally fixed it and apologized to him. Of course no apology from Abigail. I have never ever experienced something like this at other Hiltons, other Hilton chains, or even other brand hotels. When he asked for a manager, they told him they don't have one...what a lie. After all these unnecessary hassles, all he got was one "sorry" from the other staff.

Large expectations for a Hilton property but I was let down. First thing they had no room service. I woke up after a long night of trekking through Guam and wanted some breakfast pushed the button for room service only to be told they discontinued that service some months ago. They do have a few restaurants on site that are good especially the outdoor restaurant right on the beach, with the Hula girls after dark. The room had a small balcony which allowed you to step out and enjoy some sun if you would like, the bed was comfortable, however there was some construction and room modifications going on in my room as well as the others around my own. I would stay here again as I heard from a few of my co-workers the hotel choices they had chose were not the greatest.

I stayed at the Hilton for 2 wks for work recently. The best part of the whole resort is the pool area, which has 3 different pools, a waterfall, a slide for kids, and is close to the bar, plus the beach access area, where you can rent floaty items, snorkels, paddle boards, etc, and rinse off after enjoying the sea. The water here at Ypao Bay is pristine, the beach is very clear, and there is tons of live coral and sea life to enjoy. I think their pool/beach combo is probably the best on Tumon Bay. The check-in experience was OK; at the time I stayed they were in the midst of a) rehabbing the front desk area and b) setting up for Xmas. This meant that the entrance area was always busy, and it was a very long walk over to the makeshift 'front desk' whenever you needed anything. That said, the staff were very friendly and efficient, and they speak a variety of languages, including fluent English, Korean, Tagalog, Chinese and Japanese. The hotel houses the Tree Bar, The Islander Restaurant (buffet), the Fisherman's Cove (seafood), Caffe Cino (coffee and sweet shop), Fisherman's Express (lobster rolls, takoyaki, chowder), and Roy's (fine dining). All of these are great dining options for the convenience, but are a little pricey. I stayed in a twin room on the 11th floor of the Premier Tower, labeled 'Hilton Honors'. My room had two twin beds, a large bathroom with separate walk-in shower (very old, caulking was missing and door leaked) and tub (very old - looked unused and I didn't use it either), a mini fridge (caked with ice and very little space left for anything other than a water bottle), safe, flat screen TV, ample closet space, and a veranda with sliding glass doors which locked. Room amenities included shampoo, conditioner, body wash, soap, and body lotion (all by Crabtree & Evelyn), toothbrushes and toothpaste, plus robes, slippers, coffee, coffee machine, adjustable temperature controls for the AC and complimentary bottles of water. The view was towards the sun rise, of the beach. While the room was safe and comfortable, it smelled mildewy upon my first arrival; blasting the air and opening the sliding doors helped a little, but when you are in the tropics and a room features carpet and curtains, it will always feel humid and kind of damp....the walls also featured a lot of wear and tear, as did the paint in the bathroom which was peeling, and the grout in the tiled bathroom floor (pieces were missing and a lot of the grout was dirty). I would generalize and say this is an old hotel with a great location, but it is in need of an overall facelift. And at over $180 per night, I think they could do better. One thing I really liked was that they have a focus on saving resources, so they don't change the sheets very often, nor the towels, as long as you hang things up. One problem I had that was never resolved: on my third day I received a voice mail as evidenced by the light on my phone; I attempted to access it but was told the voice mail was locked. I called the front desk three times about it but they had to refer me to a third party. The issue was never fixed, and when I checked my bill upon check out, they attempted to charge me for the calls to the on-island phone repair that they connected me to on the first and second complaint. I complained and the charges were removed. I still don't know what that voice mail was. I expect to return to this hotel for at least one more visit in 2019; I am looking forward to the pool and beach, but wondering what the room experience will be like....and now that I have something to measure against, I will definitely write an update at that time.

We had a decent time here but the main building is in need of a refresh. Hot water was out for 2 days with no type of offer to make up for it. Staff was friendly and helpful and all in all my wife and I enjoyed our stay.

Looks nice location is nice, bar and service is nice, however the hallways and room smell like mildew. I had a headache after an hour in an until about an hour after I left. My recommendation (especially for how humid it is) rip up all the 50 year old carpet and put down tile or laminate. I like the holes but can not stand the stench.

Just stayed for the fourth time and loved it. The sweeping views of Tumon Bay and beyond are great. The pools, breakfast buffet, staff members' friendliness -- everything was great. If you stay, be sure to walk out to the grassy area beyond the tennis courts. There are some incredible views of the ocean from there, and it's a nice, quiet break from everything.

Can't believe I am posting this about my favorite hotel. I gave one star because the staff are friendly and quick to answer to room requests. I am a fan of cleanliness and a room that smells clean as soon as you walk in. Granted that this is Guam, there shouldn't be a reason why the bathrooms have mold all over the walls and ceilings to inculde the shower curtains. When we checked in we were given a room with a shower stall and a separate bath tub. The shower stall door was dirty and the walls, ceiling and tiles floor have mold. We then requested to move to a different room. We were moved to the second floor where we lost our ocean view, I mean, that's fine I guess. But the bathroom have mold on ceilings and walls again. The bath tub won't drain properly and the shower curtains have mold. I then called front desk to replace the shower curtain and unclog the bath tub. Staff came right away to try to fix the issue. I thought everything was fine, I showered and hello clog, and mold on shower curtain. I got sick and my BF and I have some sort of mosquito bites all over our body. This is really disappointing. At this point, we don't want to move rooms anymore but rather stay somewhere else. They need to change air filters and install exhaust in bathrooms.

Our room was in terrible condition! The paint near the floor panel was chipped. Behind each bed was dirty and had cobwebs, the shower line was broken with sprouting water all over the bathroom and the ice machine on the seventh floor was broken. Oh, and they have no free Wifi. You have to pay $15 per day for Wifi. The lady at the front desk says just pay $15 dollars and we will cancel the charge on check out... shady business at its worst! Stay away from Hilton Spa and Resort Guam! We won't be coming back!

Awful service, we had a reservation for a king bedroom two weeks in advance. When we arrived for our stay our reservation had been changed without our consent to a double twin room. The staff including the manager were completely useless and did not even attempt to remedy the issue. We weren't offered anything in return or an alternate solution. They basically said "sucks to be you". Will not be staying here ever again, very unprofessional staff. Stay anywhere but here if you're reading this.

Absolutely repulsive. This place is a health hazard, everything is covered in mold. Gold member of Hilton and this is by far the worst I have seen. Room is even in the Premier Tower on the Hilton Honors floors. Here with a business group otherwise I would have checked out immediately.

I have a late arrival and an early departure which leaves a little window for Hilton to spoil my stay, but unfortunately, they did anyway. The room is smelly, the lock is broken, there are no available outlets near the beds. 1. All the facilities look like the renovation is done in the 1960s. 2. From the room wifi to the pool towel, including the dining options, everything is a rip-off. I strongly recommend that if you want to enjoy Guam please avoid Hilton.

What's better than staying at a Hilton on the beach on a tropical island? Staying at a Hilton on the beach on a tropical island for free fiddy. Oy... traveling for business can be so rough at times... Le sigh... Staying at this Hilton was quite pleasant. The rooms were comfortable, the staff was very cheery and room service is 24hrs. Plus the business center appears to be free so I didn't have to bother with in-room internet hookup charges. Oh, and there's a free fitness center too, but if you're a wuss like me and can't stand the tropical humidity then prancing on the treadmills might pose quite a challenge. This hotel is right on Tumon Bay which offers up daily beautiful views and sunrises. I didn't get to partake in any ocean activities here, so I cannot really give a good beach review. Near the pools on the ground floor is a lil delight called Tree Bar. I enjoyed the views, ambiance and music/dance shows, but I had to keep myself scarce as a single girl traveling solo tends to attract a lot of creepsters in a place like that... Le lame... If you get a rental car, don't be a doof like me and park in the parking garage off to the side... there's ample free parking in the lots in front of the hotel. I found this out like 5 days in. Le duh. The fish market restaurant near Roy's is le delicious. Please try the blackened sea bass. You'll be very happy that you did. Oh, and I loved the fact that most everything was written in both English and Japanese. It made me feel happy and nostalgic. I wanna go back already!!!

Hotel is clean and covid friendly. Experience was great. Staff made my experience pleasant, kudos to Bryce that helped me with accommodating my requests with great customer service. Thank you, I have spoken.

I figured staying at a Hilton Resort & Spa would be a good experience. Most Hilton's are nice and well kept. I am hugely disappointed in this one. They charge you $15 for WiFi if you're not a Hilton Honors member. When I arrived to my room the lights and tv were on. I actually thought I walked into someone else room, who was currently using it. It sounded like the shower was running, but come to find out it's the toilet, which is constantly streaming, making it un-flushable. The carpet is stained and looks dirty. I walked out to the pools which are super murky and uninviting, to say the least. This is one of the worst places I've stayed. The only thing I don't have a complaint about is the customer service... unless maintenance takes any longer to fix the toilet.

Guam...where everyday ends in a happy ending... This hotel is a little bit secluded from the general population, yet not that far from downtown. Still within 5-8 min drive to the main part of downtown with stores, souvenirs and strip clubs. Yes this is all they have here is strip clubs. Oh well. But honestly, you can just hang out at the Hilton and not worry about downtown life. You can hang out at the pool all day, or to their spa/massage which is right next to the pool. Or have a fufu drink or your favorite choice of beverage while you are relaxing by the poolside or at the bar near the pool. Take a walk to the Ypao park/beach right next to the hotel; hopefully its not raining or super humid during your visit. But if it is humid, at least your room has air conditioning. Inside the lobby area there is a business center for internet/printing/faxing etc and there are a couple of small conference rooms for rental. Downstairs you can enjoy the breakfast buffet which is pretty darn good. Plenty of selections to choose from. Cafe - Its there too in the main lobby across from the elevators. It's little area that also offers some desserts and sandwiches. Lobby - plenty of leather seats, sofas, tables so you can just relax with your coffee and read the newspaper. Parking - ample free parking right in front of the hotel. The staff are tourist friendly, and since the majority of the tourists are from Japan, some of them have the knowledge in the language. Cool!! Again...like I said before, everything you need is here in the hotel. Hafa Adai..and enjoy your stay here.

This Hilton is old, and a bit run-down. The lobby is fine, but the rooms were old, especially the bathroom. It was kind of dirty actually. The hotel is on the beach, but the beach right off it is kind of small. The pool is nice and good area to lounge around. However, it seems to be lacking enough lounge chairs. It's not enough for such a big hotel. They also have a weird towel system where they ask you for your room number and the number of towels you are borrowing. But when you return them, they don't ask for your room number or cross off your name on their list. That seems to defeat the whole purpose. A big plus is that there is free wi-fi in the lobby.

The resort has great amenities. Walk past the main lobby and to the back entrance and you will be steps away from the beach filled with great spots to snorkel & swim. It was really sad watching all the tourists trampling the coral with their fins. Please be mindful of the coral. So many people think it's rocks or rough sand but its not. The gym down at the lower level near the executive tower is AMAZING. Absolutely the best hotel / resort gym I've used in my entire life. I know not many people take time to work out while on vacation / work, but if you decide to work out there, it has a great view of the ocean. I recommend waking up early to do a quick workout and watch the sun rise. Not all rooms have a view of the ocean so make sure to ask for one. The view from the executive tower is great. The rooms have Wifi, but it's a bit spotty. Everything in the hotel was walking distance so you won't waste much time walking back and forth to your room.

I posted a bad review on Expedia the other day and I feel bad. I forgot to mention the positive side. In fact by accident, I think I posted the same review twice. What I didn't say is that most of the staff at the Hilton are the greatest The exec lounge, Roy's restaurant and reservations. They're kind, Friendly and they always remember my name. In fact, the night I checked in. I mentioned to Matthew, the food and beverage manager of the issue I was having. He immediately called the front desk to check on it for me. So there are positives at the guam Hilton and I'm sorry I didn't mention it in my earlier post. I'm just looking for a clean updated room.

The room was clean, safe, and comfortable. I like the location right on the beach with a little kiosk to rent water sports gear. The staff was friendly at the food venues, poolside, and at the front desk. All thumbs up in my book! Although I didn't eat there, a Roy's is located in the hotel, and you can't go wrong with that. The gift shop had a good array of local kitsch, snacks, booze, and stuff that you forgot to pack. I enjoyed the views from my lanai, even thought I didn't have an ocean view room.

Updated review - stayed here on points 10/11/15 for a fam staycation before I leave town again... And earn more Hilton points ... Why? Why do I continue to give this brand my business? Hyatt's are much better. Anyways, the room in the Tasi Club smells of mold. The view is nice though. The Tasi Club Lounge was way subpar in the quality of food - especially considering the mainly Asian clientele. I can't imagine what the Japanese and Chinese guests think about the food? Mini turkey sandwich that looks like it was picked up in a gas station, peanuts, 6 bite sized pieces of fruit, 4 chicken wings in some Asian sauce and some tasteless dumplings. Our dinner room service was totally a waste of $52. The prior reviews I gave need to be changed as the quality has declined. The former pizza, which was surprisingly great, chewy and crispy, is now gross. Thin, floppy, tasteless and wet. Their French onion soup was a bowl of onions in broth. Their cream of mushroom soup tasted and smelled like dog food / it looked like dehydrated mushrooms in water. The kids chicken fingers were standard bowling alley fare. It will be a while before we come back here. I'll just keep saving my Hilton points to use stateside or in other parts of Asia that actually give a damn about quality of food. While the room was "free" (52k points for 1 night!) the $100+ we spent at the pool bar and on room service was soooo not worth it.

If you need it they will achieve it!!! I love this place the man Jeff at the front desk, what an amazing human!! I called from the states and told him my boyfriend was flying in and staying there for a week and I wanted to do something special for his arrival. Jeff asked me what message I would like to have written for him and he would take care of the rest. It was so beautifully executed by Dai Dai the housekeeper. They will always have my vote as where to stay in Guam. I hope the Hilton's appreciate the next level of service by these 2 people. This isn't just doing your job this is caring about people and loving your job. Thank you so much!!

This place sucks! Extremely dirty, service lacks. They really should not call themselves Hilton. Internet sucks. I think the only place I enjoyed within it's establishments, was Roy's. If you are not Japanese and look local, good luck being treated well. The local workers who are foreign and living on US territory have the nerves to treat US citizens like shit. I honestly thought of was in a third world country. I normally don't bash organizations or people like this, but I was truly in shock.

I didn't leave a review for my previous stay in June of this year and January of this year (2016) The Hilton is rather a large hotel, great amenities such as a more than accommodating pool, gym, and water slide. The breakfast is not included (just like any other hotel on Guam). Not all rooms have ocean view so please be wary of that. When I was staying there in January of 2016 they did not offer room service. The bathrooms are nice, If you stay in the upgraded towers. Overall I would come stay here again on a short term basis. Maybe one or two nights.

Check in is at 3pm. We checked in at 330pm and our room wasn't ready. They had us wait in the lobby for 40 minutes so they could get our room ready. For that they gave us a free coffee... big whoop. Also, The room smelled like cigarette smoke and the WiFi was not free. For as much as we payed this hotel was not worth our time. Pool was nothing special. Restaurants didn't have half the food available that was on the menu. I recommend any other hotel.

This is the worst hotel experience I have ever had. I traveled with a group of 6 people and we all had our own rooms. At check in, they had lost one of the reservations and had to call a manager before they finally found it. When we got into our rooms, everyone had an issue. 4 people had phones that did not work in their rooms. 3 people had TVs that did not work. 1 person had a toilet seat that had no been cleaned. 4 of the people in our group had to change rooms because they were unable to fit the problem. They charge $15 a day for WiFi in the room, but it's free in the lobby. They do not charge for parking and there is a $3 valet that they can charge to your room, which is nice. When I went to use the Business Center the printer was jammed. I called the Front Desk and they said no one knew how to fit the printer, so we would have to go off site to print things in bulk. They did offer to print 5 sheets for me, but I needed 20. I hung to "Do Not Disturb" sign on my door the whole week we were there and one day I came back to my room and found that one of my pens was broken and someone had set the broken pieces on the bathroom sink. The room had no been cleaned and the sign was still on my door, so I called to mention the incident to the Front Desk who said they had no record of anyone entering my room while I was gone. Overall, my group of 6 agreed that this was not a hotel we would want to return to when we are in Guam. I've had much better (and more affordable) experiences at the Marriott down the street. Giving this 1 out of 5 stars for their fast valet service that runs 24 hours. But, there was nothing else pleasant about our stay.

All in all the stay it was really good. I had an issue, well a few issues, with the original room I had and they willingly changed me and upgraded my room. I took advantage of the different amenities they had here, such as their breakfast and their evening snack which for me was more than enough for dinner. I took advantage of their spa services. I had two services. One was great and the other needed improvement and I gave that feedback on the form they gave me. I realize the next day that I forgot to use my 30% off coupon and went and asked them about it. They told me it was too late. I was terribly disappointed because I am a big believer in the customer being right. Since they did not want to credit me the 30% when I return to Guam I will not return to this hotel.

After spending a night at a dark scary shall remain unnamed place, I was thrilled with an actual hotel with clean sheets and towels. That is, until the paid in room wifi refused to work and the staff insisted it was my devices that were causing the problem. That is, until I proved that I was able to log into other hhilton wifi fine with my phone. I am still waiting for them to fix the issue, after 2.5 hours of waiting. I can't leave my room because they have called in a service provider, and they say they have no equivalent room to switch me to... I just watch the beautiful beach from my room as the sun goes down. You would think after all this they would just switch me to any room. 4 star hotel? Not with this level of service. I expected more from a hilton.

I may have night expectations, but when paying a premium price for a hotel room I thought that the room would be ready on time...nope. It wasn't ready until an hour after checkin and the only thing they could give us was a cup of coffee. I was also expecting free WiFi that was simple to connect to, but that was too much to ask too. Multiple steps, signing up for a membership, more steps and then a charge and refund were involved. Way too complicated for a relaxing vacation. The room was decent, however I have stayed in much nicer places while paying half the price. The balcony needed some work as there was paint peeling and the wall was deteriorating. The only saving grace was the location of Roy's in the hotel. I LOVE Roy's and always have a superb meal there, though the waiter brought us our check while we were still eating our entree. A little unprofessional but the food was delicious and we took our sweet time. The Hilton has always had a great reputation in my eyes until I stayed at this one. The Hilton Guam definitely did not live up to it's reputation. Do not expect the same customer service, attention to detail, and quality when staying at this Hilton. If you do you will be thoroughly disappointed.

Got a massage here for our anniversary. Great and calming environment. Friendly staff. Only complaint which is less a complaint and more an observation is that the doors are thin. You could hear people outside and the voices from the bottom level echoed upstairs. It didn't bother me but surprised me as other places I've been have been very quiet. The person that helped me was amazing. Popped every knot along my spine. Made me feel taller by the end of it.

I want to give it a higher rating but I cant because there's no refrigerator and no microwave. It's basic necessities.

This is a higher end Hilton, more typical of those found in Asia than elsewhere. Key to enjoying this hotel is to request a room in the "premier" part of the hotel since those are newer, larger, and offer terraces with terrific views. Catch is that the front desk is overwhelmed and generally unresponsive (if not, somewhat infuriating) so getting them to be nice and help you requires quite a bit of cajoling. Housekeeping was similarly mixed with being responsive but doing a mediocre job with cleanliness. Unfortunately, even the newer rooms do not have wireless internet which is also absent from the majority of public areas in the hotel so make sure to have a laptop. iPad users are out of luck unless they wish to sit in the business center. Note that the hotel is central but at the far end of the main strip so be prepared to walk a bit, drive or cab. A shuttle is available for a few dollars a day. In summary, 4 "stars" for the room, 2 for everything else so 3 on the average although considering the price, 2 1/2 is more adequate.