Disclaimer: we are Hilton Grand Vacations owners.
Stayed in May 2012 and then in June 2013: customer service was much better last year than than last week. We had to call guest services OVER and OVER to request towels and TP. The number would ring and ring and the an automated service would pick up and some times place the call on a long hold or just hang up on us. Persistence eventually paid off but we had to be very persistent. We requested ice the night we checked in and waited 1.5 hours and called twice before it was delivered. The dishes and glass sets are incomplete. I suspect that when someone breaks one it is not replaced. One small frying pan nod one small and one medium pot made up the cookware. Really kind of pathetic considering the cost of the time share.
Love the location. Love the grounds. Love the bed sheets. This was our fifth year in a row staying at Hilton properties in Hawaii. We will be back but compared to Kingsland on the big island or even our stay last year, the property has declined. As my daughter said that the customer service should have been outstanding for a hotel guest let alone a time share owner, but unfortunately it was not the case. We tried calling the concierge on Tuesday from 4:00 to 5:30 and no one ever answered. At check out we were not asked how our stay was....We will be back and hope that the customer service improves to what we expect from a Hilton property.