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“One Night Stay” 2 of 5 stars
Review of Hilo Naniloa Hotel

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Hilo Naniloa Hotel
2.0 of 5 Resort   |   93 Banyan Drive, Hilo, Island of Hawaii, HI 96720 (Formerly Naniloa Volcanoes Resort)   |  
Hotel amenities
Ranked #5 of 8 Hotels in Hilo
atlanta, United States
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
“One Night Stay”
2 of 5 stars Reviewed 3 days ago NEW

This hotel is right on the bay. Check-in was disappointing. I reserved a king room and received 2 double beds. A friend checked in right after I did and received a king room. What the heck? I asked about it and was told they didn't have anything else available. That's an odd answer when you just gave a king room to the person right after me.

This hotel is old school. They have actual keys for the room doors. The keys are kept in shelves behind the front desk which seems a bit concerning as far as security goes. Anyone can take the key and get into a room.

There are no phones in the room. The staff says you are to use your cell phone to call a number if you need them. There is no wifi in the room, only in the lobby.

I only booked one night and checked out at 7am so as to avoid being in this hotel any longer. The good thing is the room and bathroom were clean. The lobby bathroom left alot to be desired. The faucet had rusted and the mirror was disintegrating in the lobby bathroom. Unfortunate.

  • Stayed May 2015, traveled as a couple
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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121 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3 of 5 stars
Traveler tips help you choose the right room.   Room tips (45)
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English first
Honolulu, Hawaii
1 review
4 of 5 stars Reviewed 5 days ago NEW

First of all we would like to thank Nicole for accommodating us to stay at the Naniloa, due to we have missed our flight back to Honolulu, and we had car rental problems. Plus it was late in the evening.
The room was perfect for us, besides sleeping in the car.
We look forward to staying again in the Naniloa in June 2015.

  • Stayed May 2015, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Terry D, General Manager at Hilo Naniloa Hotel, responded to this review, 4 days ago
Aloha,
Am pleased to hear that Nicole was helpful in your time of need and we hope to have you stay with us at some point in the future.
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Honolulu
Senior Contributor
21 reviews 21 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed 6 days ago NEW

Stayed at this newly-owned hotel late April/early May 2015 and, upon checking in, was informed that some of the amenities weren't available as the hotel was undergoing renovation.
Thus, the temporary front registration desk was actually at the rear of the hotel (seaside or makai, for you locals) and that wifi was available only in the "lobby" area and not in the rooms. I found this to be acceptable, judging from the work that was being done, but going to the room seemed a bit less enticing.
The room was a bit sparse, with seemingly older furniture which hopefully will be upgraded, and a flat-screen TV stuck on the highest (near the ceiling) location on the desk/clothes valet combo.

This sort of explained why this hotel came up as being the less expensive option of the 2 leading hotels in Hilo. The bathroom was below par as well and you could see that there was work needed to cover exposed panels that seemed to not fit together well. The former owner, who is a Hilo local, was in the process of doing extensive renovations at this property and probably ran out of funds.

The property was always "second-rate" from a long time ago and it is hoped that the new owner has the acumen and staying power to try and develop this location. There seems to be a lot that needs to be done and it can't be said that Hilo's economy is more progressive than the west (Kona) side of the island.
The hotel location is good and the layout seems inviting, but they just have to make the most of trying to entice customers into believing that they can offer value in what you're paying.

If the other hotel costs a few dollars more than the Naniloa when you are planning your trip, it may be a wiser option to stay there, at least as of this writing. Things change...let's hope the renovation does too. Luckily I was more interested in checking out the eruption at Volcanoes National Park and the rising lava lake there than critiquing the hotel....

Room Tip: Ask the front (rear) desk if the rooms are totally upgraded before checking in.
See more room tips
  • Stayed May 2015, traveled solo
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Service
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Terry D, General Manager at Hilo Naniloa Hotel, responded to this review, 4 days ago
Aloha,
Mahalo for your in depth comments on present state of property and will be pleased to know that the new owner has just gotten final long-awaited approval from the state agency to proceed with the full scale renovations planned to restore the property to being the leading resort in Hilo by year end. Once complete we will be branded a Doubletree by Hilton and have all the full service services and amenities one would expect. Hope you can visit us next year!
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Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed 6 days ago NEW

There is no internet in the rooms, you have to go to a common room to access it. This common room is noisy and has no accessible power points. Not cool.
The room is fine, half of the place is empty and under Reno which makes you feel like your in a creepy ghost hotel. The lift is old and scary

Stayed May 2015, traveled with friends
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Terry D, General Manager at Hilo Naniloa Hotel, responded to this review, 4 days ago
Aloha,
We currently provide wired high speed internet in the guestrooms with wifi in the guest lounge with all rooms to have wifi by year end along with a complete renovation and hope you can visit once property is back to a full service resort status.
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Oahu, Hawaii
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed 1 week ago

This hotel is terrible. It is dirty, poor workmanship, and low quality. Our room did not have a smoke detector. When we returned the first night to our low quality room it was infested with flying termites. They were all over the wall, furniture, bed, and pillows. When I went to the desk they stated "well that happens, we'll send someone to spray the room. This is the third call we have had tonight". They did send a very nice person who did spray the room with a can of bug spray, "You'll need to keep all windows closed and leave the room this stuff is real strong". We had to stay in the lounge (outdated break room) for some time. We retuned to the room to dead bugs all over the floor and a lemon chemical smell. This we were forced to breathe in all night. (no other rooms available, not that they offered). The bugs stayed on the floor for two nights, housekeeping did not sweep them up. When checking out they did not ask how everything was, I guess they no better than to ask. The whole property is under construction (demolition) I never saw anyone working. The volcanoes, waterfalls, town, and people in the community are fabulous. Good Luck

Room Tip: Go to a different hotel
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  • Stayed May 2015, traveled as a couple
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Terry D, General Manager at Hilo Naniloa Hotel, responded to this review, 4 days ago
Aloha Susan,
We apologize for your experience and unfortunately the conditions were just right for flying termites that happens throughout the islands with every property and home affected. We are commencing with full scale renovations in June and property will be completely refurbished by year end and back to a full service resort that will be branded a Doubletree by Hilton. We hope you will return to check us out at that time and enjoy a freshly baked chocolate chip cookie!
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Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
1 of 5 stars Reviewed 1 week ago

The Front Reservationist Neal was extremely rude to me. The room I checked into was room 229 and smelled like mildew. The AC was broken and blew warm-hot air, it made the room smell even muskier. There are no windows to open and the room looked dirty. When I called downstairs to change rooms and even offered to pay more Neal answered rudely, "NO! We're booked!" He didn't bother to check. I left immediately and checked into Hilo Seaside where I spent less for a deluxe room and was greeted by much friendlier staff. I'm saddedned to see this happened at Naniloa Hotel because I'm from Hilo and visit here frequently. I usually stay at Hilo Seaside or Hilo Hawaiian but tried Naniloa to try somewhere different. I hope it gets better but for now I won't be returning anytime soon.

Room Tip: Do not stay in room 229
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  • Stayed May 2015, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Terry D, General Manager at Hilo Naniloa Hotel, responded to this review, 4 days ago
Aloha Christina,
We apologize for being full and not having another room to move you to and no excuse for the manner you were told this. All of our guestrooms have windows that open and are located behind the wooden panels used for privacy. In the rare cases where the A/C doesn't cool, our maintenance team can correct quickly if called. We are in progress of an all encompassing renovation throughout the property and hope you will check us out once completed at end of this year.
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Waimea, Hawaii
Senior Reviewer
7 reviews 7 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed 1 week ago

Looks a bit run down with old signs indicating they are "under construction". Looks like it's been this way for 15 years or more. However, the rooms are clean, spartan, and minimalist chic! Fantastic views and very comfortable. Thus, the value ratio is quite high. I have stayed here twice now and will continue to use this hotel as my base camp when in Hilo.

  • Stayed May 2015, traveled as a couple
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Terry D, General Manager at Hilo Naniloa Hotel, responded to this review, 3 days ago
Aloha,
We agree with your observations and will continue to offer best value in area while we undergo our extensive renovations that should be completed by end of this year and hope to have you stay again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilo Naniloa Hotel

Address: 93 Banyan Drive, Hilo, Island of Hawaii, HI 96720 (Formerly Naniloa Volcanoes Resort)
Location: United States > Hawaii > Island of Hawaii > Hilo
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #5 of 8 Hotels in Hilo
Price Range (Based on Average Rates): $$
Hotel Class:2 star — Hilo Naniloa Hotel 2*
Number of rooms: 142
Official Description (provided by the hotel):
Experience the relaxed pace of Hawaii Island when you stay at the iconic Hilo Naniloa Hotel, located near downtown Hilo's quaint shops and eclectic restaurants, and the Hilo Airport. A favorite destination of both kamaaina and visitors for generations, our waterfront hotel welcomes you with comfortable and affordable accommodations, sundeck and pool, golf course, and 24-hour front desk. As a bonus, when you book directly with Hilo Naniloa Hotel each guest receives a free round of 9-hole of golf for every day of your stay! ... more   less 
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Also Known As:
Naniloa Volcanoes Hotel Hilo
Hawaii Naniloa Hotel Hilo
Naniloa Volcanoes Hilo
Hi Naniloa Hotel Hilo
Hilo Naniloa Hotel Hawaii

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