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Reviewed 11 January 2021

The team at Hilton, Kings Land, could not have done a better job, and contributed to what came to be one of, if not the best vacation, I have ever had over the 2020 Christmas break. Service was second to none, facilities were spotless, and the team went above and beyond on a number of occasions - delivering an unexpected gift box of biscuits to my door on Christmas Day being just one example. To the team at Hilton, thank you, very much! To rate as 'Excellent' feels an understatement.

Room tip: King size with a view was a worthwhile upgrade.
Date of stay: December 2020
    • Rooms
    • Cleanliness
    • Service
2  Thank charlieyarlett
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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
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