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Reviewed 20 December 2020 via mobile

I am genuinely disappointed. Completely, utterly disappointed. In the middle of a health pandemic where everyone is to remain six feet apart, maintain social distancing, and wear masks to reduce the amount of pathogen spread - My family and I was checked into a DIRTY room.

We had patiently waited until the guaranteed check in time at 4:00pm for our room. What we had walked into was a breach of sanitary measures that did NOT conform to the standards of cleanliness that Hilton has prided itself on during these uncertain COVID-19 times.

We found used beds, towels draped over the seats on the lanai, towels on the floor of the bathroom, trash in the receptacles. Everything that one would have NOT expected to see upon arrival to a hotel room.

What makes it worse, is the current times that we are currently in. With the threat of a potential exposure to a virus that has devastated our country, I am left bewildered as to management’s inability to formally address the situation. Checking us into a dirty room is unacceptable. Extremely heartbreaking for my family to now have to deal with the stress and anxiety of this unfortunate situation.

Date of stay: December 2020
Trip type: Travelled with family
4  Thank natashar177
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGV Resorts, Owner at Kings' Land by Hilton Grand Vacations, responded to this reviewResponded 24 December 2020

Mahalo for your additional comments and for calling me back so that we could further discuss your concerns. Please accept our sincerest apologies once again regarding your incorrect room assignment. While it was human error, it was unusual and should not have happened. A reminder has already been circulated to all front desk staff to consistently advise arriving guests of the importance of a sealed room. The HGV Seal on a guest front door is to reassure our arriving guest that we’ve completed a high standard of cleaning and room disinfection adhering to our Hilton CleanStay program. I also want to reassure you that we follow the strict requirements of the Hawaii State Safe Travels Program during the registration of all guests. As a vacation ownership (timeshare) resort in Hawaii County, we are even prohibited to provide accommodations to travelers who are required to quarantine on their arrival to Hawaii Island.

While we are executing enhanced care and safety guidelines during this pandemic, we apologize again for the unacceptable service failure that caused you and your family undue stress and worry. I am sorry that we didn’t resolve the situation to your satisfaction prior to your departure. I will reach out to you again once the refund has been processed. Mahalo for your patience and understanding. We wish you well on your future travels.

Cheryl Amsbary
Resort Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 November 2020

We stayed during the pandemic on the week that they reopened and it was great. Pools were open and nothing else was open. I think they usually also have cultural activities at this hotel or at the hilton waikoloa village, but nothing was open. We were at bldg 7. There were cockroaches in our room and a stray cat running around outside. But other than that, our room was awesome. There is a jet bathtub, lanai, laundry, dishwasher, full kitchen in suite, and blackout curtains. And beautiful landscaping outside. A/C was awesome. All the staff were always wearing masks and super friendly and helpful

Date of stay: November 2020
Trip type: Travelled as a couple
1  Thank GraceK878
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 September 2020

Hotel is about 30 minutes from airport, there are some shuttle companies but uber was cheapest it costs about $40.

Check-in is a late time at 4pm, room was ready and check-in process had no issues. Food is okay at hotel, with a few vegetarian options. Take advantage of happy hour from 4-6pm. Never ate breakfast, went off the reviews. Pool is great and uniquely shaped with a few waterfalls, a couple of slides there's also an adults only pool and hot Jacuzzis around. There are activities regularly which we never got round to doing, with a games room too. Free shuttle bus regularly takes you to the nearby Queens, King's and Hilton Hotel, we used this several times throughout our stay, it is very handy. You can get to the beach from these Queens/Kings, it is a walk of about 10-15mins to the Lava Lava Beach from these stops, beach is nice - was not too crowded when we went with some complementary loungers. Water was cool temperature - not a lot going on snorkeling wise.

Concierge desk is helpful and would definitely recommend the grand experience card they offer it gives you discounted rates to lots of tours, luckily Kimberly who we signed up with was great and saved us over $100! You must attend a timeshare presentation in order to get the card, which is about two hours but well worth it with what you get.

A major negative and a reason this review is knocked down from a five star is that there are no food options on site after 7! This is new to us and you have to get a shuttle bus to the nearby restaurants, there isn't room service as well. Very inconvenient after a long day out and perhaps wouldn't have booked if we knew about this, luckily there was only two occasions when were exhausted and had to travel out. No restaurants deliver to the area too.

There are a few restaurants in Queens market that cater to vegetarians. The grocery store they recommend is very overpriced, we limited it to a few bits for our breakfast and some snacks. They didn't even have a vegetarian selection of sandwiches or toasties which is very poor. We ate at Kings twice at Roy's and Fosters kitchen would recommend both, also lots of shops at Kings.

The lagoon grill is nice in the village hotel. Would definitely recommend checking out the village hotel area, it is a very busy hotel but the sites around are amazing. My favourite place was the lagoon where you can swim with turtles, fish and even a ray.

They don't have a DVD selection anymore so it's all by app amazon prime, netflix and the wide range of TV channels. WiFi was very good and strong connection throughout the hotel.

Staff at Kingsland were mostly very pleasant and friendly, just one poor experience with a receptionist who was unhelpful and needs some more training I think.

The luau they do on Thursdays nights is worth checking out, also has a different menu with extra food options. We didn't have a rental car as everyone seems to recommend but didn't see it as a problem as lots of companies pick up. We did whale watching, manta rays, submarine and circle tour. The only company that didn't pickup was atlantis but we got a helebus right to their ticket office from hilton village this saved us a lot of money, we caught the first show, ate at taco bell and got an uber back. We really wanted to do the stargazing but it kept getting cancelled due to weather so bear that in mind if coming in winter months.

Housekeeping was okay, just one unexplained day where they missed cleaning. There were some bits on the ceiling that were missed during cleaning and shower area sometimes had finished bottles left on the floor which makes you question the level of cleaning. They provide two water bottles, coffee, green tea as the only tea option and butter popcorn. Salt and pepper is missing though, which we felt should be there.

Had a couple of special occasions we were celebrating including my 30th which took place whilst there, would have been nice for a gesture of some sort as my wife told them about it beforehand and every hotel we have been to does something when we are celebrating. Also a lei on our first time in Hawaii would have been nice.

Date of stay: March 2020
    • Location
    • Sleep Quality
    • Service
6  Thank mitzfcb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 April 2020

Beautiful grounds and accommodations The pools were fabulous and food at the pool restaurant/bar was better than expected for pool/bar food. Don't miss the great fruity drinks. The staff was more than accommodating If you have to be beachfront this resort is not, but the shuttle gets you to the beach in minutes I am a 'beach" person and this works for me. Nice shops and restaurants are close also. good for cuuples or families

Date of stay: March 2020
    • Location
    • Sleep Quality
    • Service
4  Thank margaretrollison
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 March 2020 via mobile

We spent nine nights here at Hilton’s Kings’ Land during a two week vacation.

We could’ve flown to anywhere in the Caribbean in the half the time or less than it takes to get to Hawaii, but we came here last year for a week and had such a great experience that we wanted to return!

Kings Land is owned by Hilton and is part of the larger and sprawling 600 something acre Waikola Resort, which includes two ocean front Hilton hotels, Kings Land and several other condo style vacation rental properties including condos and villas operated by Hilton Vacation Club and Marriott. The resort is basically a small town with two different shopping areas with higher-end shopping and dinning in one, and more moderate range shops and dinning in the other, which also has a full grocery store, a cinema, food court, gas station, etc. There’s also two golf courses to chose from on property. And a public ocean beach adjacent to the resort property.

The Waikola Resort is huge! It’s beautifully manicured and well maintained. It’s isolated in the 200 year old lava fields about 15 miles from anything. The area here is so peaceful and quiet. Even on resort grounds, you can hardly hear a car passing on the highway.

If you’re staying at Kings Land, you can avoid paying for parking, like you would if you were staying down the street at one of the two Hilton’s. There’s free parking here. You also get parking and pool passes to use if you want to go down there and use their multiple pools or ocean fed lagoon. Shop, dine, etc. There’s also a convenient property shuttle that runs a loop and comes every fifteen minutes.

The main clubhouse, where you check-in, is also grand luxury with its own courtyard, sprawling pools, and bar/cafe patio. (The room buildings also have their own private pool and hot tub shared among each group of three buildings.)

We only had one small issue with our stay. We were anticipating a single King bedroom room, like the one we had last year in Bldg 24 -across the street-

This time, on check-in, we were put in Building 4. There was no interior room access or an inside lobby, business center, etc. The rooms were motel style, where you access from the outside. Also, the room was smaller. The kitchen lacked some of the utilities and appliances we had the year before. There was a giant stain on the bedroom carpet. As well as a badly stained footrest in the sitting room and some dinged up furniture! The patio was considerably smaller.

After a quick call to the front desk, they offered to move us across the street to where we were last year in Building 24. However, we had to spend the first two nights in an inferior room. Ironically, of which they told me was actually one of their ‘Premier Rooms’ that most guests prefer! They also explained that since it was a Hilton Vacations property, not all buildings and rooms were exactly the same. -As a newer built property, I wrongly assumed the rooms were basically the same-

Once we moved across the street, we were where we wanted to be and got the room we’d expected. Had another wonderful stay! In fact, we would have stayed another night, but there was no vacancy for the tenth night when I booked months ago.

I definitely recommend asking for Buildings 23-24, or the other one’s on the opposite side of the road from the Clubhouse & Check-in. Those one’s have an actual building entrance with an Air Conditioned Lobby/concierge desk, carpeting, and indoor elevator access to room floors. And slightly larger rooms with larger balconies. The golf course views over the fairways with roaming mountain goats in the morning and evening are also better in these rooms! One of the reasons we chose to return.

Date of stay: March 2020
Trip type: Travelled as a couple
5  Thank Adam81980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonGrandVacations, Resort Manager at Kings' Land by Hilton Grand Vacations, responded to this reviewResponded 1 April 2020

Aloha, thank you for your detailed review and continued loyalty to our resort. We are so happy our team was able to move you to the building of your choice after a few nights. We appreciate you sharing all of the details on our amenities and area offerings. We wish you and your family safety and good health. We hope to host you again in the future.

Cheryl Amsbary
Resort Manager

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