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“Had better service at the Holiday Inn.” 2 of 5 bubbles
Review of Kohala Suites by Hilton Grand Vacations

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Kohala Suites by Hilton Grand Vacations
Ranked #2 of 6 Hotels in Waikoloa
Certificate of Excellence
Denver, Colorado
Level Contributor
19 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Had better service at the Holiday Inn.”
2 of 5 bubbles Reviewed November 9, 2012 via mobile

Broken dishwasher, massive leak in the shower, "forgot" to send up our honeymoon package, broken DVD player, didn't follow through on simple requests (more laundry detergent).

Stayed 8 nights, awful service. Manager didn't seem to care, offered "to buy us drinks to make up for our trouble"...never got them.
When maintenance barged in our room to fix the leak, I was in a towel and had to stay in the bathroom for 30 min waiting. Awkward. Manager didn't seem to think there was anything wrong with the situation.

I've traveled to hundreds of hotels, many resorts--I will never return to this place and will recommend everyone to go to another place.

Upside: absolutely beautiful. Gorgeous rooms. Lots of space. BBQ on grounds to use. Washer/dryers in room. Full kitchen. Big roman bathtubs.

  • Stayed December 2011
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank Angersons
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hiltongrandvacations, Manager at Kohala Suites by Hilton Grand Vacations, responded to this review, November 23, 2012
Aloha,

Thank you for taking the time to send your review our property. We truly appreciate your valued feedback and comments. This is just one of the tools we use to constantly improve our services.
We are very sorry for the inconvenience you encountered during your recent stay and regret having caused you any concerns about our product. This is not typical of our standards and we again apologize for the disappointment you encountered.

We are pleased to see that Devin was caring and concerned and that you found the grounds and pool to your satisfaction. We hope that you will consider returning to HGVC at Waikoloa in the future as we are sure your confidence will be restored.

Thank you again for your feedback for choosing HGVC at Waikoloa as your travel destination.

Phillip Murray
Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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963 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (127)
Date | Rating
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  • English first
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  • Japanese first
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English first
Brooklyn, New York
Level Contributor
28 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
4 of 5 bubbles Reviewed November 6, 2012

My husband and I just returned from a 6 day stay at the HGVC at Waikoloa (Kohala Suites), and had an amazing time. The resort itself is somewhat small, but very nicely kept, and is close to the full blown Hilton, to which we had full access.

Property: Really nice. The main lobby was a beautiful open air space that looked out onto the main pool and was quite comfortable. The pool area was nice, though very small, and pretty basic. There were 2 other even smaller pools at other locations on the property, but I did not visit them. The golf course was gorgeous - a lovely mix of greenery, palm trees, and lava rocks. Everything looked like it was well cared for - roads were clean, and plants looked fresh and alive. Ample parking - we always got a spot right in front of our building.

Rooms: We stayed in a 2-bed, 2-bath unit (1426). The layout was very nice and flexible, with split rooms, a large living area, and a very nice kitchen. Their was a separate laundry room, which was really nice. The dining area was a bit awkward, with the table pushed up against the wall, but not a big deal. The furniture in the living room was so uncomfortable, I was frankly shocked. The couch was so hard I felt like I was sitting on a log. Luckily we didn't spend too much time watching TV, but this was still annoying. Beds were a bit hard, and there were no feather pillows in the entire unit. Water pressure in both showers was pretty poor, though I don't know if that is a hotel issue, or an issue with the island in general, as the pressure in the sinks was also bad. The lanai was large and nicely furnished, and we had a fantastic view of the golf course and mountains in the distance. Great place to have breakfast.

Food: We didn't have room service, so can't speak to that. We did have lunch at the pool bar one day, which was pretty good. Slightly better than average pool bar food.

Location: Waikoloa is pretty fantastic. It is completely man-made, so do not expect too much natural beauty beyond the rocky beach, but that is not why you stay here. The entire complex was beautiful - all the decorations seemed to blend in well with the natural surroundings, and although it was clearly a resort area, it didn't feel "fake." Everything you need, including a gas station, is in the complex. But, be prepared for high prices. Milk was $10 a gallon, where in Kona it's only about $5, so if you plan on doing a lot of cooking, it may be worth it to skip the local market and drive to Kona for a plain supermarket. You're 20 minutes from the airport, yet you don't see any air traffic. You're 30 minutes from Kona, 1.5 hours from Hilo, and 2.5 hours from Volcano National Park. Rent a car.

Hilton: As a guest at the HGVC, you get to use all the amenities at the nearby Hilton resort (also in Waikoloa). This is totally worth it. The many pool areas are simply amazing, and offer a lot more activities, ambiance, and views of the ocean than the HGVC pool. There is a lot of shopping in the resort, as well as several restaurants. The Japanese restaurant (don't remember the name) looked really really nice, though we didn't get a chance to eat there. The property is huge with a tram and boat to take guests throughout the entire property. There is also a museum walk along the length of the resort, which features art from abroad as well as local artists. There is a ton of wildlife within the resort, which makes it feel very natural, and they do a nice job of keeping the atmosphere comfortable for the local animals and plants. The spa is absolutely lovely, and I would strongly recommend a visit. And the views of the ocean are outstanding. So long as you remember the paper passes you are given at check-in, you can park at the Hilton free of charge and use all the facilities as if you were a guest.

Our biggest gripes were definitely how uncomfortable the furniture was, the fact that the fan in the bedroom made a clicking noise that made it hard to sleep without a sound machine on, and the limited pool options on the actual property. However, none of those things would stop us from staying here again. Overall, we felt the resort was a great value, especially with the access to the Hilton. I would strongly recommend it to anyone looking for a relaxing time in Hawaii. For families with kids, I'd say it may be a bit annoying that you have to pile everyone into the car to get to the big pools at the Hilton, or at least accompany them on the walk over, rather than just letting them go by themselves.

Room Tip: Rooms closer to the main lobby give you faster access to the main road through a "short-cut&quo...
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
Helpful?
1 Thank db2102
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Danville, California
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed November 5, 2012

Wonderful place to stay as a family. Very convenient and the rooms were clean. Had access to the main hotel (hilton waikoloa) pools.

My only complaint is the pool. It's just basic. Access to the Main hotel pools made up for it.

  • Stayed May 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Travel_CA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mead, Colorado
Level Contributor
63 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
4 of 5 bubbles Reviewed November 5, 2012

I have stayed at this property several times over the past 10 years, and have not been overwhelmed by any of them. However, I want to say that the last stay there were huge differences. First off there has been a total remodel of the Bay Club. It has resulted in larger rooms, the carpet is brand new and the furnishings have been updated. They have still not corrected the wifi issues they have for the units that are at the end or the back of the property. The signal is barely there necessitating a walk to the front of the building or to the pool in order to get full signal (They say they are working on it) The pools are in great shape, as are all appliances in the units-including the washer/dryer combos included. The bathrooms have all been on the end fo some nice updates-especially the master baths. Very roomy!
I would like to mention the staff, the friendliness of each member and groundskeepers of the resort is impeccable. They are all there to assist in any way they can. If there is an issue inside the unit, as we had with one of the curtain rods being loose, the maintenance people are on top of it immediately. I think the Bay Club is a hidden jewel of the HGVC properties that are all very near to one another in proximity. I highly recommend this to anyone thinking of going to the Big Island. It is also, these days, just far enough out of reach of the vog (volcano fog) that covers the island the nearer you get to the volcano which is very active.

  • Stayed May 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Haneleij
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cypress, California
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed October 28, 2012

Just returned from a wonderful seven night stay at the HGV Kohala Suites (Waikola Beach Resort). The two bedroom unit had everything my wife and I needed --- roomy, very nicely furnished, super quite and outstanding service from the resort staff. This was our second stay (we used the Bay Club last year) but the first time we took advantage of the amazing facilities at the Hilton Waikola Beach Resort, especially the incredible pools. We were treated as if we were hotel guests and even got free parking. We look forward to returning to the Kohala Suites next year. We also enjoyed some great meals at: Cafe Pesto, Blue Dragon, Merrimans (Wailea) and Sansei Sushi. For an excellent snorkel cruise I highly recommend the Hula Kai and Fair Winds (same company). Aloha!

  • Stayed October 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Jan S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oklahoma
Level Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed October 12, 2012

This is a beautiful property with a beautiful pool, poolside bar and golf course vistas outside your room that almost look CGI in their perfection. The rooms were clean, well-provisioned for cooking and spacious. One thing I really liked about this side of the island and this resort is that you don't have wall-to-wall people surrounding you. Maybe that's because of the black lava rock that some reviewers don't like. If so, there are several major American cities that should import lava rock in large quantities. But the overriding reason for staying here is the people who work here. Everyone--and I mean everyone--bartenders, entertainer at the bar, front desk staff, concierge, cleaning people, building maintenance people--were consistently friendly and helpful. As a frequent vacationer, I sometimes feel that the "customer service" I'm getting came right from a manual or a training class. I didn't feel that way here: just great people who are glad you're there.

  • Stayed October 2012, traveled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Hank&Joan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mississauga, Canada
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed October 8, 2012

Overall the resort was fantastic, The rooms were very nice and clean. The pool was great and so was the food. The only downside is the beach, no sand all rock. Kona is a nice Island to Visit. I strongly recommend you to the helicopter tour of the volcano. The flight is about 50 minutes where it takes you to the top of the mountain, then to the ocean where the lava enters the water. On the way back you fly over waterfalls (safari tours).

  • Stayed November 2011, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank peter s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Kohala Suites by Hilton Grand Vacations

Property: Kohala Suites by Hilton Grand Vacations
Address: 69-550 Waikoloa Beach Dr, Waikoloa, Island of Hawaii, HI 96738-5707
Location: United States > Hawaii > Island of Hawaii > Kohala Coast > Waikoloa
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 6 Hotels in Waikoloa
Price Range (Based on Average Rates): $$$$
Hotel Class:3.5 star — Kohala Suites by Hilton Grand Vacations 3.5*
Number of rooms: 120
Official Description (provided by the hotel):
Superbly situated adjacent to championship golf courses, the premier location of Kohala Suites by Hilton Grand Vacations provides an unsurpassed vacation setting. Hotel guests have access and charging privileges to the abundant facilities and amenities of the nearby Hilton Waikoloa Village hotel, including an enticing array of restaurants, boutiques, beaches and water recreation. Complimentary shuttle service is available between Hilton Grand Vacations, the Hilton Waikoloa Village, and area shops. Hawaii visitors staying at Kohala Suites by Hilton Grand Vacations will enjoy spacious two bedroom suites which incorporate a casually elegant tropical style, and feature a superb variety of upscale amenities and furnishings. ... more   less 
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Also Known As:
Hilton Grand Vacations Club At Waikoloa Beach Hotel Waikoloa
Hilton Hotel Waikoloa Beach
Hilton Waikoloa
Waikoloa Hilton

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