Hilton Garden Inn Kauai Wailua Bay

STAY AWAY!!!!

I would give this hotel ZERO STARS if I could. This was by far the worst Hilton experience my family and I have ever had. From the moment we arrived, the experience was unacceptable. We waited almost TWO HOURS past the scheduled check-in time for our room to be ready, and my nephew experienced the same issue with his room. What made it even more frustrating was that after waiting for so long, I had to make the effort myself to call and ask whether our room was finally ready because I was tired of waiting. There was no proactive communication or update from the hotel regarding the delay. Guests should not have to chase down the hotel just to find out whether their room is ready nearly two hours after check-in time. After waiting that long, we expected to at least receive a clean and comfortable room. Unfortunately, that was not the case. The bedding was rough and scratchy, the bathtub had visible stains and what appeared to be mold, and the room had a strong musty, mold-like smell. These are basic cleanliness and comfort standards that guests should not have to complain about, especially at a Hilton property. To make matters worse, I was CHARGED TWICE for my stay. Having to deal with a duplicate charge on top of the delayed check-in and unacceptable room conditions made an already frustrating experience even worse. As a Hilton Honors Diamond member, I was also extremely disappointed that my Diamond member benefits were not honored. I have remained loyal to Hilton because I expect a certain level of service and hospitality, but there was very little recognition of that loyalty during this stay. The customer service was probably the most disappointing part of the entire experience. The manager spoke to my sister disrespectfully and, when addressing her concerns, responded with a smirk, “You are only here for one night.” That comment was incredibly dismissive and unprofessional. Whether someone stays for ONE NIGHT or an entire week, they are still a paying guest and deserve the same level of respect and customer service. This property needs serious attention from Hilton Corporate. Between waiting almost two hours past check-in, having to personally call the hotel to find out whether my room was finally ready, my nephew experiencing the same check-in issue, the unacceptable room conditions, possible mold, musty odor, duplicate charge, Diamond benefits not being honored, and the disrespectful treatment from management, this experience fell far below the standards I expect from Hilton. I would not recommend this property, and I would not stay here again. Hilton Corporate should seriously review the management, customer service, cleanliness, billing practices, and overall condition of this property.

Todo ok

Pas terrible

L’emplacement

Cons La taille de la piscine, les cafards dans la chambre , le bruit des voitures , le manque d’isolation

Perfect location

Stayed in cottage. Perfect location for amazing sunrises and only steps from the beach. The staff are incredibly friendly and helpful. The only negative is ants are prevalent which is not surprising given the location.

We’ve been mistreated since the beginning and the prices were not what the booking said it would be.

Cons A lady called Ashley mistreated us and never heard us. They didn’t even want to give us a room when we got there, that’s why we booked it through booking. They didn’t want to respect what our reservation included (breakfast) so we got charged $550 dollars instead of $360. The roughest part was the personnel mistreating us from the beginning (where for some reason they didn’t even want to check their availability to give us a room that we could see it was available through booking) to the end (instead of arguing with this lady that almost made me cry of how bad she was treating us we decided to leave and pay) where I asked for some hot water and she said they didn’t have it. A Hilton hotel doesn’t have hot water? That doesn’t sound right after paying $550 dollars. I also called to customers service later (something that I’ve never done before but this time I felt so bad I needed something to clarify this horrible situation) and I never heard back from them. I was expecting something to revert the bad experience. I’m a customer for Hilton hotels. My husband and I stayed at the Hilton hotel at the SFO airport after this and the experience was absolutely different. But it doesn’t feel right to keep the loyalty after not being heard and being mistreated like that.

Location is excellent, Hotel needs to regulate the pool area and wash the sheets!

The location next to Lydgate Park was awesome! The front desk staff were kind, especially Curt who sang to us daily and made our trip extra fun. The room proximity to the pool, food at the tiki bar was pretty good and we enjoyed the complimentary water bottles each day, along with a filtered water system (although it wasn’t cold) next to our room.

Cons The hotel only makes up the room every 3 days of your stay and doesn’t wash the bedding. After days of being on the beach, the sheets start to feel dirty and do need to be changed. There is NO regulation of the pool area and we watched locals come up from the pool area and take it over with all their kids. The pool isn’t big enough to accommodate all the people, so plan to swim at the beach, especially on the weekends. The tiki bar was super cute but needed a good dusting/cleaning. I understand it’s on the ocean but everything needed a wipe down up in the lights, along the bar.