Hilton Grand Vacations Club Kings’ Land Waikoloa — Hotel in Hawaii

My family and I checked in on August 22nd 2023 and we checked out on September 4th. On the morning of August 31st my daughter noticed her apple airpod Pros were missing. She used the GPS tracking and they were pinging at a residence in Waikoloa Village just up the hill. My wife went to the front desk to report the incident while my daughter and I drove to the residence to retrieve her airpods. Once at the residence we noticed a box of soap from the Kings Lane in the front yard which made the situation even more suspicious. Knocking on the front door no one answered so we stood there for a few minutes and then a small truck pulled up and a young lady got out and asked us what we were doing there. I told her my daughter's airpods GPS tracking showed that they were inside the residence. She said she did not see how that was possible so we showed her the tracking. Which we have pictures of. She said her father stays in the upstairs and that he was not home so she asked for my name, phone number and where we were staying. When I told her we were staying at the Kings she said that they own and manage the company that cleans the units. My wife while at the front desk at the Kings was on speakerphone with me while I was talking with the lady. Once they heard that our airpods were at the residence of the people that clean the units they quickly moved my wife away from the front desk. After a brief conversation the lady said she would go in the house and look for them while my daughter was making an audible ping to the airpod case. After about 5 minutes she exited the house with my daughter's headphones in her hand which I have pictures of her exiting the house with them and handing them to my daughter. She said she had found them in a pile of dirty laundry they had taken from the units the day before. The Kings verified their laundry is not taken off site to be washed at the cleaners personal residence so it only leads me to one conclusion how my daughter's airpod Pros ended up in the cleaners residence. We did fill out an incident report and left it at the front desk with someone at the Kings. No one from the Kings has reached out to us in any manner regarding the situation. We are left not knowing if they even contacted the cleaning company about the situation or if it is under review or investigation. We know nothing about these status and have received no apology or concerned from anyone. This is very disappointing and overshadows how luxurious the Kings is and how much we enjoy the property, the pools and how a beautiful room makes you feel like you are on a wonderful vacation. My family has stayed at the Kings about 5 different times for 2 to 3 weeks each visit and have never had an experience like this. The fact that no one has reached out to us in any manner leaves a bitter taste in our mouths about our vacation. In our incident report we also included that we have photos of them with our headphones walking out of their house and handing them to us. We canceled our cleaning for the remainder of our trip. I would love to have left a raving review on how magnificent the property and our stay was but this incident overshadowed the need of that in our review. Without this incident my review would of been 5 stars. If someone "anyone" would of reached out I would of left 4 stars. NO...

Cab ride from airport $80. KL has an airport shuttle that is 70$ per person. No Uber or lyft was available at airport when our 4pm flight landed. Ultimately we ended up with a rental car (600$/7 days) due to the excursions we had booked in Kona Kailua & Hilo, it saved us money and we got to see more of the Big Island than we would have with no car.

From resort: Hilo is an hr drive, Kona is 45 minute drive, Mauna Kea volcano is 60/90 minutes.

If you plan to stick around the resort & village a car is not necessary as there is plenty to keep you busy, an ABC store is in the village they have snacks, deli, sandwiches, chicken, pizza. Ck tenders, produce, alcoholic and standard beverages, snorkel gear, clothes and souvenirs. A free shuttle gets you around timely and runs late. If u want to visit any of the nearby towns you will need a car. Depending on your level of ownership you are granted access to other properties within the village.

We got groceries at the local KTA grocery in Kona. We prefer supporting the local farmers, growers and businesses when we travel. The poke bar at the KTA was a group favorite. Food was fresh and delicious.

We stayed in KL 6 days in a 3 bedroom villa on the ground level in Building #5.

Please note: We are elite level owners with HGVC so we enjoy perks others do not have.

Upon our arrival at KL we were greeted immediately and guided toward the open air lobby to check into our villa. A live band was playing in the pool area, it truly felt like a scene from a movie, welcome to paradise! Traveling under Hawai'i newly instated safe travel program, our online documents were quickly verified and checking in was a breeze.

The courteous Bell staff took care of moving our luggage.

We were very close to club house and pool, which was nice, except on weekends when the pool was extra busy and ppl not staying in bldg 5 drove their cars to the pool and took up the parking spaces.

They keep this place immaculate. I never saw trash around the property. The grills, located off our lanai, were cleaned multiple times a day and were always full of propane and ready to go.

The pools are incredible. Even though there were families traveling with kids, the pool area was large enough the kids were not annoying. There is a kid pool area. There is an adult only pool, although kids did make attempts to get in the adult pool and hot tub they left when we approached. Parents please make sure your kids respect the adult area!

This property is quiet. Even though we were close to pool, we could not hear screaming children. We could not hear road traffic. The patio furniture is so comfortable we spent a considerable amount of time on our lanai. We had views of Maui on clear days, our lanai faced the golf course.

Our biggest nuisance was the ppl cutting through the yard on the way to the pool, but after a day or so we got over that. Naps were great on the very comfy couch and chaise lounges. We loved our time at KL and will definitely return to this amazing property. The next leg of this trip we spent 10 days at the bay club. Fell free to read that review for more...

Sadly, our dream vacation turned into a straight nightmare. Checked in on Tuesday, Friday morning noticed bugs on the bed and bites on my arms. Confirmed with a pest professional back home and with the front desk, yup, BED BUGS! 🪲 We were leaving for a 6 hour excursion and were reassured we would be moving rooms and they would clean all our belongings. When we arrived later that evening no one at the front desk knew what was going on. We asked to speak to a manager but were diverted to the security team since this was a security issue. We had to ask to speak to a manager MULTIPLE times before we were finally greeted by Noe, manager on duty. We were told our room was ready after the front desk saying it was not, and even though "some" of our clothes has been laundered our very nice dinner clothes were being sent for dry cleaning and we would not have those back for days. The manager, Noe, was nice and apologetic but offered NOTHING in terms of service recovery for our HUGE inconvenience. I asked about our other personal items besides our clothes in the old room. She said a bellman would go with us to collect the rest of the items. A bellman and us went to the old bug infested room where our items were scattered EVERYWHERE. Crying, I collected our toiletries, laptops, jewelery, food, and placed them in plastic buckets to be moved to the next room. We just felt defeated as we had no idea what was going on, no idea if our items were contaminated, no idea what HILTON was planning to do for us or where to go from here. In our new room, Alicia from housekeeping met us with our laundered clothes, she was great, but sadly 4 of our items were ruined during the laundry service and were no longer wearable. We would not get our dry-cleaned clothes back until Sunday morning. We told Noe, the manager that we needed to purchase clothing for dinner and our nicer outings, she obliged we would be reimbursed but have seen no reimbursement for our destroyed item. Our luggage consists of two duffel bags and one hard shell suitcase. We have been advised the hard shell suitcase should probably not be used but no one has assured us if we purchase new luggage, if it will be reimbursed. Security has confirmed an infestation was found under the beds in the wood and box springs area. We have not heard from a GM, we have not been able to get anyone from Hilton corporate on the phone. We are being "taken care of" but it is the bare minimum with only verbal apologies and has taken us two days to get anyone to possibly offer a reimbursement for the trip. We do expect more, we do think more should be done since this was such a horrific experience. It's made us anxious, having to run around and purchase new clothes, heating all our bags and other items on super high heat in the dryer, trying to figure out what to do about luggage, like come on Hilton maybe help us out a...