Hilton Hawaiian Village Waikiki Beach Resort

“Concerns Regarding My Recent Stay at Hilton Hawaiian Village”

I am reaching out to express my deep dissatisfaction with my recent stay at the Hilton Hawaiian Village from Oct 31-Nov2. As a local resident, I chose to celebrate my birthday and attend the Marine Corps Ball at your hotel, staying for two nights in what I hoped would be a memorable experience. Pri… more

I am reaching out to express my deep dissatisfaction with my recent stay at the Hilton Hawaiian Village from Oct 31-Nov2. As a local resident, I chose to celebrate my birthday and attend the Marine Corps Ball at your hotel, staying for two nights in what I hoped would be a memorable experience. Prior to my stay, I was made aware of the ongoing labor protests and received an email from the hotel manager outlining the hotel’s limited services. Upon arrival, however, I was disappointed by the state of the room, which did not meet the usual high standards that I associate with the Hilton brand (crumbs on the bed). My biggest concern, though, was the disruption caused by protestors stationed along the beachfront. They broadcasted loudly from their speakers directly toward our balcony, making it difficult to enjoy the room or get much-needed rest until the noise finally stopped at 10 p.m. The following morning, I went to the front desk to discuss my concerns, but there was a sign indicating that the front desk was closed until 12:30 p.m. After asking around, I eventually located a hotel manager around 11:40 a.m. There was three hotel managers there and spoke to the one on the far left (older short female). I explained my situation: I had brought my wife and young child (2 years old) for a local staycation to celebrate my birthday and attend the Marine Corps Ball. Unfortunately, due to the loud protest activities, we were unable to settle our child until well past midnight. The manager’s response was disappointing and dismissive. She informed me that, since I had booked during the labor disruption, I should have anticipated these disturbances and that there was little she could do other than offer a room change. She also mentioned that the same noise issues would likely persist in other rooms. The email notifying me of limited services did not address how significantly the protests would impact our stay. Despite raising my concerns multiple times, which evaluated to the only resolution of 40,000 points. Her demeanor felt distant and unempathetic; she avoided eye contact and appeared defensive throughout the interaction. As someone who doesn’t frequently stay in hotels, I always expected a level of courtesy and hospitality that reflects the values of the Hilton brand. However, I felt no trace of the renowned "aloha spirit" during my stay. Regrettably, this experience has left me with no desire to return. I hope that future guests may receive a different level of understanding and hospitality.

less