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Brittany M
Sandy, Utah

Great front desk - Henry

5.0 of 5 bubblesReviewed Jul 31, 2019via mobile
We spent our last night here, After spending 4 nights at a horrible Airbnb. Henry was so accommodating. Upgraded us to a nicer room and waived the resort fee. Henry made the end of our trip wonderful and we were finally able to get a good nights sleep. The room was clean and the bed was a very comfortable!
Date of stay: August 2019
Trip type: Traveled as a couple
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ClintonY15, Director of Rooms at DoubleTree by Hilton Alana - Waikiki Beach, responded to this review
Responded Aug 2, 2019
Aloha brittanymR6348VC,

Thank you for staying at the DoubleTree by Hilton Alana Waikiki Beach Hotel. I appreciate you taking time to share your feedback on your recent stay.

I have shared your recent review with Henry, and we appreciate your positive comments. I am happy that Henry was able to accommodate you and upgrade you to a nice room.

I hope you have a chance to visit us again!

Mahalo Nui Loa,

Clinton Yamashita
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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All reviews double tree front desk the hilton hawaiian village valet parking within walking distance waikiki beach ala moana mall partial ocean view block shopping balconies lanai
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Reviewed July 26, 2019

The hotel location was near Waikiki Beach and within walking distance of the convention center. The continental breakfast was minimal, and only valet parking is allowed. My AC didn't work well (too cold), and it took two trips to correct the problem. I was awarded bonus points for two nights of inconvenience.

Date of stay: July 2019
  • Trip type: Traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
2  Thank MMHouston
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ClintonY15, Director of Rooms at DoubleTree by Hilton Alana - Waikiki Beach, responded to this reviewResponded August 2, 2019

Aloha MMHouston,

Thank you for staying at the DoubleTree by Hilton Alana Waikiki Beach Hotel. I appreciate you taking time to share your feedback on your recent stay.

I apologize you encountered some issues with your air conditioning, and I am glad that we were able to Make it Right for you with Hilton Honor points.

Thank you for being a loyal Hilton Honors Member. I hope you will have a chance to stay with us again.

Mahalo Nui Loa,

Clinton Yamashita

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed July 24, 2019 via mobile

basically we booked 5 months ago. We lived here in 2011-2015 so we knew how busy it was going to be for transfer season/tourist season. We requested a queen size basic room. We got there and they gave us a $270 (I think) suite. Credit card kept declining and we found out why....they didn't give us the TLA rate. So we got it squared away and were told we'd have to move rooms. Next 2 days, and we got a phone call, same thing. Found out they'd been lying to us that we requested that room. Even called us a list and said we inconvenienced them. Said we were moving rooms that day to a basic room with a full bed I think. The people there are NASTY and sooooo rude. Valet is insane. Regular parking is insane. Cont. Breakfasts are hard to find in Waikiki and we didn't want to pay $22/plate so it wasn't worth it at all. Crap kept happening almost every single day so it got to the point where I got online and talked to a person on their website chat thing. He directed me to the Director of Rooms. He called my husband, and he was HUMILIATED that my husband was treated with such disrespect and all the eye rolls. He said no military members deserve that because he knows PCSing is not fun. He was livid. Went into their system himself and made it to where the room was the price we were going to pay originally for the basic room. He also added a military discount for him. They were on the phone for maybe 30 minutes too. The elevators are hot and cannot accommodate a lot of people. People were getting mad at us each day that our stroller was too big and they had to catch the next one. It was awful. Housekeeping was disgusting. My son pooped through his diaper one day, and I wrote a note to housekeeping. We came back to the room, and it was the same comforter folded up with poop stains. The bathroom had hair in it the day we moved in. Sand all over the floor. Worst cleaning I've ever seen, so I complained about the experience on Facebook. The Director of Rooms saw my post, and called my room asking personally to talk to me. He asked me to send him pictures of our whole stay. Thank God I had 10-20 pictures for him. He said he'd give us $75 in credit to use at the restaurant and asked for a training course to be done with the housekeeping managed in my room. We came back and they missed some stuff. It was horrible. Then, my dad sent my one year old son and myself a card for each of us. Was supposed to be there by last Thursday or Friday. We checked out and moved into housing later Friday. I've called a few times, and it seems they just get annoyed with me, and they can't find my present. If any of you are PCSing, do not stay there.

Date of stay: July 2019
Trip type: Traveled with family
3  Thank McKenzie P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ClintonY15, Director of Rooms at DoubleTree by Hilton Alana - Waikiki Beach, responded to this reviewResponded August 2, 2019

Aloha McKenzie P,

Thank you for staying at the DoubleTree by Hilton Alana Waikiki Beach. I appreciate you staying with us, and I apologize you encountered some issues.

I appreciate you giving me an opportunity to talk with you about your concerns. If you needed to address anything else, you have my contact information.

I thank you for your husband's service to our country.

Mahalo,

Clinton Yamashita

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed July 23, 2019

Whilst the actual room facilities were of a good standard, we did not have a positive experience at this hotel. The morning reception staff were not helpful and I was charged more than the amount that was stated when I booked the room - staff could not explain why.
In addition, although I made the booking for 2 rooms (we are a family of 5), we did not have adjacent or adjoining rooms, and even had to alter our booked rooms to stay on the same floor.

Date of stay: July 2019
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
2  Thank Miazmax
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ClintonY15, Director of Rooms at DoubleTree by Hilton Alana - Waikiki Beach, responded to this reviewResponded July 24, 2019

Aloha Miazmax,

Thank you for booking 2 rooms at the DoubleTree by Hilton Alana Waikiki Beach Hotel. I appreciate taking time to share your feedback on your recent stay.

I have left a message to you regarding your experience to discuss further with you. In the event you have not received my message, would you please contact me directly at 808-951-3129.

I would appreciate you taking time to talk with me.

Mahalo Nui Loa,

Clinton Yamashita

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed July 21, 2019

Doubletrees were my go-to place. Notice the past tense!

Dirty towels, mold in a much-too-small-shower, no usb ports that work for phones made after 2005, and I got stuck in the elevator. That's right! With two other hotel employees, no one's key card worked, doors wouldn't open, elevator would not move. Thankfully, the system worked well enough that we involuntarily traveled to the first floor. This is why I give this property two stars, for the AI that saved us.

When I tried to go to the incredibly mediocre buffet I was stopped and asked if I was on "the list." Upon realizing I was not (the list is for members with status who can eat the food for free) the gatekeeper was anything but welcoming. Instead of saying, You are more than welcome to join us for the cost of $x, he simply looked at me and said, You're not on the list. Perhaps he was having a bad day; the other staff were quite nice and accommodating (I got a bunch of clean towels)

In short, I won't be back. While the warm cookie came in handy since I couldn't eat breakfast, there are far better places to stay in Waikiki.

Date of stay: July 2019
Trip type: Traveled on business
2  Thank soekas1
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ClintonY15, Director of Rooms at DoubleTree by Hilton Alana - Waikiki Beach, responded to this reviewResponded July 24, 2019

Aloha soekas1,

Thank you for staying at the DoubleTree by Hilton Alana Waikiki Beach Hotel. I appreciate you taking time to share your feedback on your recent stay.

I apologize for what happened to you in the elevator. I am glad to hear that someone was able to help you.

I will be looking into the concerns you have shared below so that we can improve our guest experience.

Thank you again for taking the time to share your feedback and staying with us at the DoubleTree by Hilton Alana Waikiki Beach Hotel.

Mahalo Nui Loa,

Clinton Yamashita

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed July 19, 2019

HVAC system was able to cool but not dehumidify. I realize it is a humid area but other newer hotels do not have this issue. In this hotel the HVAC units are unique to each room so perhaps it was just mine. Damp sheets, damp carpet, damp paperwork...not a comfortable experience.
Reported after first day....no change. Good luck.

Date of stay: July 2019
  • Trip type: Traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
3  Thank kenftemp2
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
ClintonY15, Director of Rooms at DoubleTree by Hilton Alana - Waikiki Beach, responded to this reviewResponded July 24, 2019

Aloha kenftemp2,

Thank you for staying at the DoubleTree by Hilton Alana Waikiki Beach Hotel. I appreciate you taking time to share your feedback on your stay. I apologize you experienced some challenges with your room being humid. We will research what happened to see what we can do to improve our guest experience.

Thank you again for your feedback and being our guest. I hope you will have a chance to return and stay with us again.

Mahalo Nui Loa,

Clinton Yamashita

Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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