Hilton Garden Inn Kauai Wailua Bay, HI

Nightmare! WORST EXPERIENCE OF MY LIFE! TERRIBLE CUSTOMER SERVICE! On our honeymoon, we extended our stay and greatly regret it. They use third party booking companies and then don't honor the reservation. The front desk agents are incredibly rude and lack any level of compassion. Thr customer service line is equally as frustrating. We have 5 additional days at this location and I regret booking with them. BEWARE! NOT WORTH IT! Stay away from Hilton! Especially Hilton Garden Inn Kauai!

Flexible Reservation Support I haven't stayed at the Hilton Garden Inn Kauai yet (my trip is coming up in 43 days), but I wanted to leave a 5-star review for their excellent customer service. I initially made both a points reservation and a cash reservation, planning to cancel one. When I decided the cash reservation was the one I wanted to cancel, I read on the Hilton website that it could not be canceled since it was within 60 days. However, today I called the Hilton Garden Inn Kauai (not Hilton headquarters), and the kind staff member I spoke with cancelled my reservation without any penalty. I was so relieved!

Run the other way This hotel should be knocked down and rebuilt from the ground up!! Terrible Terrible Terrible! We were first offered a cottage for 2 couples, which we thought would be great. We walked into it and it smelled of mold and mildew. The refrigerator was rusted on the outside from the dampness. The furnishings were from the 50's and the carpet was buckled from age and being damp. When checking out the bathroom, there was a cockroach on the wall. No way were we staying in the cottage. Back to the lobby where we were offered 2 adjoining ocean view rooms. The rooms were next to each other, but not adjoining. If we stood at the very edge of the window looking left we could see the ocean, which was a public park, and a 5 minute walk from the hotel. This room was clean, but the furnishings here were from the 60's. The lobby was also in need of updating. The rug buckled and there were old furnishings throughout. There was an older man who was a greeter, who was very annoying. He followed us around each time we were in the lobby, and told corney jokes he thought were funny. We ignored and avoided him as much as possible. Most of the other workers we came in contact with were very nice and helpful. We did not have our room cleaned for our short stay, but the housekeeper was very accommodating in giving us clean towels and refreshing our toiletries. The pool we used was small, but the bottom was full of sand. It was fine for sitting next to, but didn't use it after the first day because it was not clean. We only ordered lunch one day from the Tiki Bar. The food was good and plentiful., and the drinks were fine We did not eat at the lobby restaurant. If considering this hotel, turn and run the other way. This property is not up to Hilton standards by any means. Pay more and stay elsewhere! Never again will we stay here!

Cottage review Review for the cottage We were greeted by friendly staff at the front staff. Check in was a breeze and we were given a map of the grounds. Our room was clean and cool. It was a nice surprise to see a welcome message on the TVs. We brought our own k-cups for coffee but a medium roast is available at the cottage. The bed was very comfortable and the sheets were very soft. The bathrooms had a local favorite “Noni” lotion, soap, body wash, shampoo and conditioner. The shower had hot water on demand and the pressure was great, not something you find in a lot of hotels. The AC in the room was a bit noisy however we treated it as white noise machine and we had no problems sleeping with it on. The grounds and pools were well maintained. From the cottages the beach is a quick 5 minute walk across the grass. The protected cove offers a good place to swim, snorkel and see the sunrise. The path to the tiki bar is lit at night by torches. Do yourself a favor and go to Manahunes tiki bar and enjoy a Mai Tai, I recommend the Trader Macs. The food is great too, we had the coconut shrimp and the double double burger. I read reviews that complained about the prices but I thought they were on par with some of the other local places. Overall I would recommend this place. It is close to airport and downtown Kapaa.

DO NOT RESERVE WITH THIS HILTON DO NOT STAY HERE .... I had this Hilton double charge my account on Thanksgiving day from a mistake, I was hung up on , had NO Aloha whatsoever... But it seems many others here have had the same service.... Hopefully someone from there parent company goes thru all the terrible reviews here and elsewhere and changes management and staff!!.