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“The Hilo hawaiin is the best hotel in Hilo definitely worth it and the staff is great! Especially Merle!” 5 of 5 stars
Review of Castle Hilo Hawaiian Hotel

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Castle Hilo Hawaiian Hotel
3.5 of 5 Hotel   |   71 Banyan Drive, Hilo, Island of Hawaii, HI 96720   |  
Hotel amenities
Ranked #4 of 8 Hotels in Hilo
Custer, Washington, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
“The Hilo hawaiin is the best hotel in Hilo definitely worth it and the staff is great! Especially Merle!”
5 of 5 stars Reviewed June 27, 2013 via mobile

We have come to Hilo several times and wouldn't stay anywhere else! The staff is great and very friendly and accomodating. We are always so excited to get to vacation to the big island and recommend not only the atmosphere on the Hilo side much more than kona but to top it off the Hilo hawaiin is definetly the place to stay! And if you happen to end up in the lounge make sure you find out when Merle is working cause she is top notch! When she decides to retire we will probably retire from visiting so often as well she definitely makes the place! Cheers to our hawaain friends from Washington

  • Stayed June 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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1,132 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (269)
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Johannesburg, South Africa
Senior Contributor
40 reviews 40 reviews
11 hotel reviews
Reviews in 15 cities Reviews in 15 cities
35 helpful votes 35 helpful votes
4 of 5 stars Reviewed June 24, 2013

This hotel fits well with the image of Hawaii, palm trees everywhere and balconies that overlook the ocean. The property is well-maintained, with lush gardens to stroll through and a reception area that is equipped with a cash machine and a very helpful concierge. The restaurant offers a full breakfast with seemingly endless choices and full buffet dinners or lighter snacks in a more informal environment. The buffet dinner is good value and offers incredible choices to suit everyone. The rooms are not the most modern but amenities are sufficient and the balconies with the views make up for this. The rooms are very clean and serviced daily. The location of the hotel is in walking distance to Coconut Island and there is a convenience store a few metres away. The hotel is one of the local tour company's pick up points and as such is very convenient. The hotel is also close to the airport. This hotel is well-orientated towards leisure holidays.

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  • Stayed January 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
South Milwaukee, Wisconsin, United States
1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed June 19, 2013

Maybe some day the hotel will be nice but right now it's a mess. There is nothing in the rooms, No hair dryer, mini fridge, safe, etc. The rooms are really run down and musty. I complained twice to 2 different ladies at the front desk who basically said I would have to pay $40 more per night to upgrade and 1 women said this place is just a pit stop for travelers and If I don't like it I should check out.Also our toilet wouldn't flush and the door lock was tricky to get into every time. They could have at least switched us to a different room. So we stayed 1 night and checked out and went to stay our 4 remaining days in Hilo at Uncle Billys. Who were the best! To bad that the staff is as run down as the hotel.

  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRHHNL, General Manager at Castle Hilo Hawaiian Hotel, responded to this review, June 21, 2013
Dear Valued Guest:

Aloha! Please accept my apologies for any deficiency you experienced and the unfavorable perception of our facilities. I will address your concerns with the Front Desk Manager and his staff regarding their customer service procedures and get it corrected.

The hotel is currently undergoing a guest room and corridor refreshment that I know will please all of our valued guests. I will share your comments with the owners as well so see how we can make things better for our guests.

Thank you again for your review and my apologies again for failing to meet your expectations.

Sincerely,

General Manager
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Sparwood, Canada
Senior Reviewer
8 reviews 8 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed June 17, 2013

I travelled to Hilo Hawaii with my family for the Island Marathon in March. We stayed at the Castle Hilo Hawaiian hotel for one night and my daughter forgot her stuffed animal at the hotel. It was very very important to her...like her security blanket. We called the hotel and they returned it to her. They were very nice and understanding about it...great great service. Thank you for returning a smile to my little girl...she was happy to have her good friend back.

  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guin, Alabama
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed June 16, 2013

Very old and outdated rooms, but clean. Construction was going on so would want a room as far away from the construction as possible. Good breakfast in the restaurant. No fridge and no hair dryer. Ice machines were not located on every floor.

  • Stayed June 2013, traveled with friends
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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.
Contributor
13 reviews 13 reviews
8 hotel reviews
Reviews in 10 cities Reviews in 10 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed June 15, 2013

We stayed two nights in June. The hotel is tidy, but is quite dated in some areas. We didn't spend that much time in the hotel given all the activities we had planned, but did notice a lot of construction noise on our last morning. I think this is a good value option for a short (busy) trip.

  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto, Canada
Contributor
16 reviews 16 reviews
5 hotel reviews
Reviews in 11 cities Reviews in 11 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed June 6, 2013

My hubs and I had 2 nights booked at the Castle Hilo, however once we checked-in, we immediately checked-out.
I agree with the other reviews, which says that the hotel is very old and how !
It's good value for what it offers, however I am very sensitive to smells and I would not have been able to spend the night.
the service from the staff was however, attentive and friendly.

  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CRHHNL, General Manager at Castle Hilo Hawaiian Hotel, responded to this review, June 10, 2013
Dear Valued Guests:

Aloha! Thank you for your review of our hotel. I am sorry to have failed in meeting your expectations. We are in the process of refreshing our hotel. After working on our foyer, meeting rooms, restrooms, restaurant and lounge, we are currently working on our guest rooms and corridors. This phase should be completed by the end of October. Once this is completed we are not stopping there. We have more plans for our elevators, rooftop, photovotaic systems, etc...

I thank you for your understanding and hopefully you will visit us during your next visit to the islands.

Sincerely,

General Manager
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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 Castle Hilo Hawaiian Hotel

Address: 71 Banyan Drive, Hilo, Island of Hawaii, HI 96720
Location: United States > Hawaii > Island of Hawaii > Hilo
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Restaurant Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 8 Hotels in Hilo
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Castle Hilo Hawaiian Hotel 3.5*
Number of rooms: 286
Official Description (provided by the hotel):
Hilo Hawaiian Hotel, Hilo's best full-service hotel, offers outstanding views of the ocean or quaint Hilo Town framed by the backdrop of Mauna Kea. Located on Hilo Bay, and approximately two miles from Hilo Airport, Hilo Hawaiian Hotel is the perfect headquarters for exploring the Hawaii Volcanoes National Park. Enjoy incredible views of Mauna Kea, Hilo Town, and beautiful and historic Coconut Island. ... more   less 
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Also Known As:
Hilo Hawaiian Hotel
Castle Hilo Hawaiian Hotel Hawaii

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