Hilton Grand Vacations Club at Hilton Hawaiian Village — Hotel in Honolulu

I would of rated a 5, instead I give a rating of 4 stars due to a bad experience at check in. After check in we had a much better experience. The front desk lady was not very friendly and didn't give a warm Aloha welcome that I'm use to getting when checking into hotels, strike 1. I believe her name was Yumi. She seemed like we were bothering her and she was not very pleasant. By the way, my husband and brother also got the same exact impression when they were called over to show their vaccination info. First of all, she began with telling me that the hotel requires that I pay for the full amount of our stay up front. Which was strange to me because I usually take care of the bill at the end of my stay. It was as if she was questioning the fact if I could afford the whole amount. Of course I could otherwise why would I book and fly my whole family to Hawaii if I could afford to, that was strike 2. Never have I experienced that before but I brushed it off as maybe a new policy due to covid. I wasn't gonna let her sour attitude ruin my vacation so I stayed calm. But then strike 3, she goes on to say that I and all the adults in my party, needed to log in to the safe travel website. She began to be more irritated because I told her I had already got an email for the green barcode from safe travel website, so can she just verify through that. My husband and my brother also asked the same question, obviously we wouldn't have not gotten passed the airport if we didn't have the clearance green barcode. She kept insisting we need to log in to the website. We told her I don't have my password to the site off, neither did my brother, or husband. But again she insisted and was irritated by her facial expressions and her tone of voice, as if we were bothering her. As we all were fumbling through trying to reset our password on the website, we over hear another person checking with another front desk employee (who was helpful and friendly) have the same issue as us (didn't remember password to the website as well, the difference was that they weren't be harassed) However, that guest was told "no problem if you have your vaccination card we can use that instead." Our front desk person never even suggested that as a solution knowing & seeing we were fumbling through our phones to try to reset our passwords, so my husband looked at her and asked why was that not offered to us. She probably caught on to her lack of customer service and then said, "oh ok fine we can verify your Vax card." It was plainly obvious that she was just giving me and my family a hard time, plain and simple. And for no reason. We were not being unreasonable or even rude to her. Quite the opposite. We had just arrived to Hawaii and my family was excited to start off our fun family vacation especially in our favorite vacation place, Oahu. We visit Hawaii often and always had a great experience. Your front desk employee Yumi, set a very disappointing and unpleasant tone of the start of our vacation. She really isn't a good representation of the hotel and resort.

Other than that unwelcoming experience at check in, we very much enjoyed our 1st stay at the Hilton Hawaiian Village, Lagoon Tower. Our 2 bedroom was nice and we loved the kitchen and how spacious the room was for our party of 6. The beds were very comfy and the sheets felt awesome & good quality. My kids loved the different selections of pools, waterslide, close places to eat and shop. Our favorite was the short walk to the Lagoon and beach. Great property. Other than Yumi at front desk, the rest of the staff was great, helpful, friendly and especially the housekeeping team. We did consider the offer of us attending the tour, for timeshare I think, but my husband and brother decided not to take the tour because Yumi soured the start of our...

We stayed in a studio suite in the Lagoon Tower, room 871. This is part of the Grand Vacations Club - so check in is separate from the main Hilton Hawaiian Village - and this is nice, because it's less busy. The studio room had a king size bed, and a small kitchenette with fridge and microwave as well as some basic dishes for use. There a table for 2 as well. This room does not have a lanai and it overlooks the marina side and the Illikai Hotel across the street. Having stayed in a one bedroom suite with lanai in this same tower before, this room was not as nice, but perfectly adequate for our needs. This room also has a door to the adjoining suite - so you can hear a bit of what's going on next door. You can also hear the Luau music when that's going on. Also neat is the Japanese style toilet. Room was comfortable and clean. Staff were friendly and helpful. You can see a bit of the wear and tear on the room, but it is still very comfortable. We also like the GVC because of the lounge that you can use on arrival and departure day - they have nice showers and areas to sit and relax. Very nice if you're planning to use the resort or beach activities on the day of departure!||The resort itself has a fantastic family vibe. it's busy and active and lots going on. The pools are great for kids and all the restaurants have kids menus and make it easy with kids. The resort is beautiful and has everything you need. It's easy to spend days there at the pool and beach! The lagoon is nice too, as it doesn't have the waves. There are fish in the lagoon as well! There are fish, turtles, birds throughout the resort as well. They also have cultural activities - we made bracelets from Kukui nuts one afternoon. ||Also if you are a Hilton Honours member, there are some perks. We're silver status only, but still got 2 free bottles of water and a photo at the Aloha sign. There's also an HGV discount card available.||We particularly liked the Fresco Italian Restaurant and the Aoki Teppanyaki! There's shopping and ABC stores on site for your needs and souvenirs.||Just really happy with our choice - second time visiting here. I would choose this if you're looking for a quite couples location. But if you want a great family location right on the beach, we'd recommend it.||We also went to the Friday night Starlight Luau on the lawn and loved it - the food was good the dancing was fantastic and it ended in time for the fireworks. Just loved the atmosphere on the lawn and if you can, get the upgraded seats at the front - just adds to...

Bought this Hilton Waikiki package and was told that because I'm reserving the package so many months in advance, I'll be able to experience a stay at the Hilton Hawaiian Village. Then comes the reservation confirmation weeks later and it's Hilton Garden Inn. I called HGV's customer service and they switched me to Modern Honolulu saying keep checking back and as soon as reservations open up for Hilton Hawaiian Village, I can change my reservation to it up to the day before arrival. I kept calling a few times a week to check as instructed and was told to continue calling back. Frustrating but I was willing to work with the process until the representative answering the call today made me really upset. Not only she talks about rescheduling dates not listening to me, asking me to repeat my name even after I told her, she goes onto saying there's a $19 fee for switching the reservation to Hilton Hawaiian Village! What a ridiculous customer service from a company who wants us to buy their timeshare! I asked to speak to a supervisor who never came on the call. The representative said I'll get a call back within 24 to 48 business hours and if I don't hear from them, then just call again. No way I'd do business with a company like this! Wish we had never signed up for the package! Fell for the initial marketing representatives sales pitch and believed him. Should have known better. Never again!

Update: Called the number provided in the reply below. Representative answering said he had no idea of what I was talking about. He seemed a little rude. Had me call the sales department and the representative there said they only handle check-ins. Wow! Talk about customer service and the level of...