Ali’i Tower — Hotel in Honolulu

MAKE SURE THEY GIVE YOU THE TYPE OF ROOM YOU BOOKED AND PAID FOR!

Out of all the towers in Hilton Hawaiian Village, I believe Ali'i Tower is the best. It has its own check-in desk, pool, and gym. The pool is small, but with fantastic ocean view. The rooms are more updated than other towers, although not fullyed renovated throughout. Staff members generally nice and friendly.

I booked two rooms for this stay, partial oceanview and oceanview. First of all, I had expected that they would make sure both rooms are at least on the same floor. But that didn't happen. Then came the worst, they gave me two rooms that are both one level below the room type I booked. The partial oceanview room became the resort view, and the oceanview room became the partial ocenaview room. Being a diamond member I had expected some sort of upgrade. Instead I got downgraded on both rooms.

Using the online check-in system and saw the pre-assigned rooms, I complained to the reservation via text messaging via the Hilton app, requesting them to honor the booking and give me the proper type of room I paid for. Nothing could be done. I decided to fight it at the check-in desk in person. Unfortunately, they pretty much just lied and said partial oceanview is coastal view, meaning the room can see a bit of lagoon through two other buildings, not ocean. In terms of the oceanview room, all I could see is the tall rainbow tower and have to stick my head out of the balcony to see the oceanview. They just said that is the oceanview in their system! I know the Hawaiian Village very well and know the location of the rooms in the building in comparison to the room photos presented on Hilton's booking system. Their responses were just disgenuine and lies. I asked if they can find rooms in the location I described. I was then told they were fully booked and no other rooms available. I stated firmly again that the rooms were not what I booked. Eventually they found a room that has proper oceanview, but couldn't do anything for the other partial oceanview room. Just happened at the same time I overheard that another customer next to me at the front desk was was told by the other staff he would be 'upgraded' to a top floor room and apologized for the bad experience.

I really feel that their reservation system doesn't block the rooms once booked. And randomly the check-in desk staff can just give away rooms to other customers if requested. It is never a good policy to just lie through teeth. In this case, I just know the property well enough to know they were lying. You pay more fora room that has better views and better location, and they should deliver it.

The rooms as mentioned earlier arw partially updated. The shower area is already worn and the AC didn't work properly. The temperature in the room barely goes below 72F/23C during the day and we had to keep it at the highest fan speed to keep the room cooler. I have found in recent years that Hilton properties are always very dated, while other lower grade brands are in much better conditions. The check-in Staff actually said Ali'i is in the best condition compared to the Rainbow Tower. I just can't imagine how dated the Rainbow Tower's rooms could be.

Although we love the location of this village being quieter than central Waikiki, which is just a short 10 mins walk away, and the village does have a nice beach and everything else we need, we've concluded now that it's time to switch to a different hotel geoup. It's just not nice to always pay for a premium but get properties that stay in a condition of 70s and 80s. And this time, the lies they...

We chose to upgrade to this tower due to the private pool and poor comments on the other towers available. Overall the place is tired and in need of some updating. The pool area was particularly disappointing, for a 15 storey building there are only 34 sunbeds and 7 umbrellas, one of which has a big tear in! Even though it states that any items left on sunbeds will be removed after an hour, this doesn’t happen. So unless you try and beat people at their own game, you won’t find a space after around 10 and some are there before the pool is supposed to open at 8 am. The pool itself is in poor condition, there are loads of areas where tiles have fallen off and just been patched over, there is some kind of white build up all around the edge of the pool also. The bar is open from 1100 - 1700, outside of these times there are no alternatives to get a drink without leaving the tower, there is a limited food menu also. The pool doesn’t close until 1800 and it would be nice for drinks to be available for longer. There is a good selection of drinks and the cocktails are nice, staff and service is good but some are better than others. On our last day the Mixbar was closed at 1600 for a private function, this wasn’t communicated until much later in the day, and there was a piece paper put up to say as such, this was after lunchtime. This is disappointing considering you have paid an upgrade charge for a private pool and bar facility. You are given a wristband to identify you are staying in the tower, there were a lot of people either not wearing them, or coming from other areas of the hotel to use the pool? None of the staff ever seem to check if people should be there or not! The U.S. military seem to have unlimited access to the hotel complex, being a veteran myself this is nice to see but when you’ve paid for what you expect to be a more ‘grown up’ space, the general noise and volume of some personnel isn’t what you want on a relaxing holiday. Same can be said if you’re expecting it be an adults area as there were also quite a lot of children in relatively small pool. The cleaning staff were great and our room was well maintained for the whole time we were there. There are some really good restaurants within the hotel and village but worth getting out and about as there are lots of other great places to eat and drink outside of the resort. As long as people continue to book and the idyllic location, I doubt anything will be done soon to upgrade the pool area as it would need...

If the CEO of the company sent an inspector, I think they would fire half of the Resort's staff

Took about one hour to check in, which explains why the line is always insanely long. Terrible customer service. Very rude 😞

I stayed in this hotel for 2 nights the first night in the ALII CORNER OCEAN FRONT 1 KING BED a very nice view all clean the bathrooms a bit old for this type of Resorts the 2nd night they moved us to another room ALII OCEAN FRONT 1 KING BED

Everything dirty like the person who cleaned just gave cleaning one swipe. hairs on the sheets Dirty walls in the bathroom, mainly toothpaste. They don't put hand soap in the bathrooms. A single roll of toilet paper and a towel per person. Incredible! Dirty floor. See it in the photos. the lamps full of dust the shower was not cleaned. I had an accident and hurt my foot. It was time to take a shower and I couldn't believe that the bathtub was uncleaned. I called the reception and they told me that they were taking a long time to send someone to clean... well, I put some of my clothes on the floor of the tub to bathe because I was very tired and needed a shower to rest. The only people who treated us super well and with great kindness were the ones from the Parking lot and they took care of the suitcases. (Local people) The ones at the front desk left a lot to be desired. (Not local people) If I mentioned that because all the non-locals gave a lousy job, not only for us, I saw that it was with everyone equally. incredible!!! I asked for a wheelchair to take me from the front where we left the car to inside the room and Mr. leaves me at the reception! My Husband, seeing what he was doing, had to yell at him, asking him how is it possible that he wants to leave me there and that I get up the elevator and walk to the room? In the end he took me to the door of the room and with a bad attitude. For the price it costs to stay here I was expecting a bit more. It is disrespectful and mocking for those of us who pay thousands of dollars to stay in a Resort that is more like a Hotel

In the end I already know what is going to happen, they are going to apologize when I post this bad review And the “Hotel” will remain the same

The only good thing about this Resort is the ocean view if you pay...