Spacious room Cleanliness on arrival Recycle bin in room Quiet Breakfast Cost Firm bed Friendly staff Air conditioning Location of hotel Lighting in room and hallway So it’s good…but not great.
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We stayed here on our family vacation in December 2022. This was a roach hotel. We saw roaches on the wall while showering. Hotel was not clean. They charge fees for amenities, but they offer no amenities. Just a small pool outside. No concierge. I would not recommend this hotel to anyone
I am disappointed to hear that the Hilo Hawaiian Hotel did not meet your expectations. We realize that the property can appear dated but we constantly make our best efforts to ensure that it is clean and comfortable. We have recently made some upgrades to mattresses, televisions and infrastructural items that are super important. We are also in the process of making cosmetic updates that will help with the perception of "dated".
Our housekeeping team does an outstanding job of keeping the product clean. I am sorry that you encountered criters and we have addressed this with our pest control company to address more vigilantly.
Thank you for your feedback, we will work on addressing your concerns going forward.
Matt
I have stayed at Hilo Hawaiian many times previously with good results. It seemed like the hotel and service has gone way downhill. I paid for a deluxe ocean view and was really disappointed. I was told that anything above the 2nd floor is considered a deluxe ocean view. The hotel was full so they said I couldn't switch rooms. There was no housekeeping services. I was not told this at checkin but later when we called to have our room cleaned, we were told they do not enter the room due to covid. I asked for towels, and they were delivered with a note saying there is no housekeeping. Looks like I was supposed to have gotten this at check in but didnt.
The shower had mold on the grout and the bathroom was very dangerously dark. I lifted the kleenex box container, it was digusting. Why would you have a sign in the hotel room saying to put your towels on the ground to exchange when you have no housekeeping. Also, you have to empty your own trash.
The hotel was full so it seemed that there is no motivation to change. Obviously covid has impacted many businesses but at some point, the business has to stop using it as an excuse.
I stayed at 4 hotels during my staycation on Oahu and the Big Island. The Hilo Hawaiian was a huge disappointment from what it was before from service to cleanliness. Unfortunately, I will have to look for other alternatives on the next trip to Hilo.
I am very sorry to hear of your negative experience with the Hilo Hawaiian Hotel in December. I am sorry that we failed to inform you of the housekeeping situation at the time of arrival. This has become a fairly standard practice in most hotels since reopening. The hotel was extremely full during your visit of our Front desk staff would have been more eager to move you into a new room as you requested.
I would look forward to another opportunity to serve you if you are so inclined to return.
Please reach out to me at mpickett@castelresorts.com and I will make arrangements for you so that you can experience the true standard of the Hilo Hawaiian Hotel.
Aloha,
Matt
the hotel is very attractive and is right on the ocean with beautiful views. the grounds are well kept and attractive. the staff is friendly and helpful. the room is spacious with nice accommodations - a desk, mini refrigerator, comfortable bed, and good shower. the thing that keeps this from being a five star review is the absurd resort fees! probably 99% of the people only use one or two of the items covered by the fee and it's embarrassing for a hotel that charges these rates would add a ticky tack resort fee.
Friendly staff at the Front Desk and Housekeeping. Stayed in a room at the top (8th) floor with nice views of the ocean, Coconut Island, the mountains, Downtown Hilo, and especially Mauna Loa erupting.
I have a few complaints: 1) The bathroom and vanity area should have their own dedicated lights and light switches, 2) I booked a non-smoking room, but it didn't help that smokers were in the room directly below, smoking on the balcony, and 3) the air conditioner intake vent was dusty.
This is the first time we have stayed here. Requested an 8th floor room overlooking the bay. We had a room assigned there but it had to be inspected first (?) Ended up on the 4th floor and it was fine
