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All reviews full kitchen washer and dryer time share city view bedroom suite hawaiian village the penthouse fireworks on friday night partial ocean view nice property waikiki beach north shore family vacation per day an umbrella parking garage ala moana mall
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Reviewed 3 weeks ago

Very inexpensive option and it sure feels that way from arrival to departure. Quality has dropped tremendously over the years and I’d avoid this entire property. It’s worth paying more for a lot of the nicer hotels in the area. Tired and poorly managed.

Date of stay: March 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Grand Vacations
Thank Clamchowder8787
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGV Resorts, Owner at Grand Waikikian by Hilton Grand Vacations, responded to this reviewResponded 3 weeks ago

Thank you for choosing our hotel for your recent stay. Please accept our sincerest apologies for the less than satisfactory experience. We take all guests' comments very seriously because through our guests' insight, we are able to review our services and make improvements when needed. We hope for an opportunity to welcome you here again.

Will Bethel
Resort Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

Stayed in a 2 bedroom ocean view suite, and we loved our room! Having a full size kitchen, washer and dryer and 2 bathrooms was so nice. We loved our huge balcony that had a perfect view of the ocean. The staff was very friendly and we were allowed to check in 2 hours early as well as check out 2 hours late with no charge. The pools do get super packed so Id recommend getting there early if you want a lounge chair or a nice sunny spot. But the lagoon is so nice that if the pool is too busy, its a very nice alternative! Also some people complained about the elevators being too packed and people not following Covid guidelines, and I did not see any of that! Everybody was respectful when in line, and stayed in their groups when using the elevators.

Date of stay: April 2021
Trip type: Travelled with family
Thank Sarahec1984
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 weeks ago

We stayed at the Grand Waikikian March 31 thru April 6. I can honestly say this was by far the most horrible experience I have ever had.

The problems started almost the second we got to our room. The room we booked was supposed to have three beds and it only had two. So we called down and explained that we didn’t get the room we asked for, and would you please try to move us to another room. Staff on the phone said he would look for another room and call back. A full hour passes and finally he calls back to say he can’t move me and we’re basically out of luck. When we booked the hotel they stated it was only at 50% capacity due to COVID, so how were they out of rooms if that was the case? So, then I asked for a roll away bed and he said “We don’t provide rollaway beds here.” Great. Thanks for your help.

I had to get a Lyft to Wal-Mart to buy an inflatable mattress (the last one left in the store) for one kid and foam bed padding for another kid (cuz no more mattresses) to accommodate the kids.

At this point kids are getting hungry, and we start looking around for food. What we didn’t know when we booked the hotel is that all of the restaurants in the hotels and most in the village were closed due to COVID (this may sound reasonable, except that there was no clear communication ahead of time about what is closed and what is opened, and the Grand Hawaiian Center area about 1.5 miles away was fully operational with countless restaurants and stores, so we had no reason to believe that the Hilton Village would be so restrictive). All of a sudden, we realized we couldn’t find any food on the grounds. There were three restaurants serving 4 hotels in the village, and no room service.

The pool onsite only had one entrance open - some kind of COVID protocol. But what it actually did was create a bottle neck so that you would inevitably come into contact with MORE people, since everyone was entering and exiting through ONE door. And, although the had a good mask policy inside the hotel, all rules went out the window at the pool. No mask enforcement for those outside the pool, no capacity limits for the pool area, nothing.

And speaking of capacity, it quickly became clear that they didn’t stop at 50% capacity when they booked their rooms. In fact, it seemed mighty clear that they just booked all the rooms and didn’t bother to hire more staff to compensate. The check-in line the next morning spilled out into the driveway with only 2 people working the front desk - we heard it was about an hour wait or more. My wife had misplaced her key and asked for another - they said she would have to wait in that line to get one. Nope.

The towel stations at the pool and lagoon ran out of towels for three days in a row and just started turning people away. If you called down to the front desk to request something you may or may not get it - One of our comforters had a hole in it and was spewing out down feathers (our son is allergic), so we requested another. It never came. Room cleaning was only once a week (fine by us), but when we put trash bags out for pick up they would sit in the hallway for 24 hours. The wait for coffee at 6am in the village (two coffee shops were open in the 4 hotel vicinity) was 1 hour.

It was blatantly obvious that the hotel was greedy enough to book out all their rooms when they saw the demand and doubly greedy in not staffing up or opening more of their services to account for the throng of guests that showed up - many of whom were painfully and vocally surprised by the lackluster experience.

But wait, there’s more. Sunday was my wife and step son’s birthday (same day!). Her mom had ordered a surprise bouquet of balloons to be delivered to the room. When she called to notify the front desk, they informed her that they don’t do room deliveries but we can pick it up - they said they would call our room or my cell to let us know when they arrived. I called them 3 times throughout the day, as did my mother-in-law, and they kept saying nothing arrived and they would call when it did. They never called. I go down to the bell desk the next day and ask if balloons came by, we were expecting them yesterday, “Oh, yes! They’ve been here since yesterday! We sent them to the wrong room, got them back, and couldn’t figure out where they were supposed to go, so we stuck them in the back room.” At this point we were just so done with the place.

All-in-all, I can’t say I blame the staff. My take is that they were completely overwhelmed by a fully booked hotel, and it was their operations leadership that didn’t bother to accommodate the massive number of people whose money they were excited to take. They just did not seem overly concerned with providing a quality experience. Shame on Hilton for playing the opportunists and forgetting that the word hospitality comes BEFORE the word industry.

Date of stay: April 2021
    • Value
    • Location
    • Service
3  Thank ammarm916
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGV Resorts, Owner at Grand Waikikian by Hilton Grand Vacations, responded to this reviewResponded 1 week ago

Aloha and thank you for sharing your detailed feedback. We sincerely apologize for the lack of service you experienced during your stay. This is not the type of experience we wish our guests to have. Your feedback will be shared with our management team to further review for improvement.

Mahalo Nui Loa,
Will Bethel
Resort Director

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Reviewed 4 weeks ago via mobile

Room was not cleaned as promised. Even after calling guest services multiple times there was no response. For the amount they charge, it is ridiculous that they won’t come an clean the trash and vacuum the floors twice in a week. Don’t recommend this place if you have small kids.

Date of stay: April 2021
Trip type: Travelled with family
3  Thank gsnnn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGV Resorts, Owner at Grand Waikikian by Hilton Grand Vacations, responded to this reviewResponded 1 week ago

Aloha and thank you for sharing your feedback with us. We sincerely apologize for the lack of housekeeping service and the unresponsiveness during your stay. We have shared your comments with the appropriate departments to improve our service. We hope for another opportunity to better serve you in the future.

Mahalo,
Will Bethel
Resort Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

I felt that the hotel was not as nice as before. On weekends, locals and outsiders were all over, including the pool and lagoon. There used to be restrictions. The grounds were not as clean, especially the parking garage. Trash was piling up. The hotel ran out of towels. For what we are used to, and given COVID, the hotel just didn’t meet standards. The employees spoke to me about how they haven’t called back 50% of the employees yet but more and more tourists were coming in. Just a disappointment.

Date of stay: March 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Grand Vacations
1  Thank 733galens
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGV Resorts, Owner at Grand Waikikian by Hilton Grand Vacations, responded to this reviewResponded 1 week ago

Aloha and thank you for sending us your feedback. We are very sorry for the unpleasant experiences that occurred during your stay. Thank you for bring these areas of the resort to our attention. Your comments have been shared with our team to help improve our service.

Mahalo,
Will Bethel
Resort Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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