Hilton Grand Vacations Club Kohala Suites Waikoloa

Many reasons for my ratings 1. When I called about a crib for my infant I could not get an answer if there was one available. It seems like an easy math problem to me, since all you have to do is calculate the number of cribs vs the number of people requesting. I was told it was first come first serve, which again doesn’t help since I need to know if I should bring one with me on the plane or if that is one less thing I would need to bring for my family of 5. It’s about convenience and customer service. Also, it’s not peak season so it shouldn’t have been that hard when we asked. 2. In the room there were cockroaches and wine glasses with lipstick stains on them, might as well toss those since you can’t get it out and it’s just a bad look. There was also no dish soap to wash the dishes. 3. When booking this reservation, when checking in and during our marketing tour, I specifically asked if we would have access to the pools of all the different Hilton properties around since we were staying at one and of course I was told yes. After packing up my three children and our pool equipment and driving over to Kingsland we were then rejected and told we were given wrong information. I have a 7, 5 and 1 year old so I’m sure you can imagine my disappointment to find that out. It takes a lot of work to even travel 5 minutes down the road with all of them let alone with our pool gear! As a courtesy it would have been beneficial to just let us enjoy the couple hours there, but instead we were told we had no access. 4. At the pool when requesting towels for our family. We were told that we are supposed to receive them at check in, which we didn’t and that we need to request the from our room, so even though we have our room key and our information we had to go back to the room, request the towels, wait 20-30 minutes and then be given our towels that were already at the front desk which was connected to the pool. I’m sorry, what kind of game are we playing here? I’m already at the pool, just look up our info and give me our towels! It just seems to me that the staff are very good about telling you what they think you want to hear vs what I actually want to hear, which is the truth. I have three kids and we love going on these trips and having the space, but I need accurate information so I’m not shuffling them around and wasting our time for no reason. If we do buy a timeshare it most likely wont be with Hilton because of this experience on this trip. It was inconvenient and lacked good customer service. If the tour was more about truth then I could have invested our time and money into it for our future vacations. Overall the location and space of the rooms and the whole suit are great and needed for our family, we loved the pool and water slide at Kohala and the views and lagoon at Hilton Waikoloa Village, but I’d most likely find another company that will be honest with me and give me the information needed to make my life easier instead of causing more issues.

My son had a nighttime potty accident during our stay here. It soaked all the way through the bedding and mattress protector, leaving a large urine stain on the mattress. We let the front desk know early that morning about the state of their mattress and that we needed new bedding, and were told to set the wet sheets outside the door because it would be awhile before housekeeping could get to it. OK. We headed out for the day and came back in the afternoon. The sheets had been taken, but the bed was still unmade and still had a urine stain. I went to the front desk, and at first was told that housekeeping was too busy with new arrivals to take care of making our bed. Eventually, I was able to get the bed made, but I could not get them to clean the mattress. I wouldn't be surprised if that urine stain is still there. To anyone interested in Hilton's timeshare program due to this location on the big island, proceed with caution. This place had the feel of a budget hotel.

Thirty minutes from the Kona airport, close to local shopping and eateries, and 3 minutes to the island's circular "highway ". Walking distance to the Hilton Waikola Village resort (snorkel in the lagoon) where you can park for free with the bell desk validation. Easy 3 min drive to "A"-bay. Porches provide a relaxing place for AM coffee. Kitchenette has minimal kitchen essentials, but extras can be requested from the front desk. If you face the golf course, do NOT let your kids play in the yard due to many errant struck balls. Our plane didn't leave until 9:30 PM, so after checking out at 10AM, the front desk had us shower at the Bay Club's indoor shower located at the pool, across from Bldg 4, allowing another full day of Hawaiian adventure.

The reason for this review are many. 1. Roaches in our room. Staff said they would spray. Not sure they did. Still there 2. Horrible customer service. Seems like they had better things to do. 3. We were a VIP trip. Did not get the place we wanted. We were promised so many things that didn’t happen. Hilton just tells you amazing things, then you buy and does the opposite. 4. Went into the presentation that we were suppose to do. Wanted us to upgrade I’m sure. Our salesperson insulted us by saying we were not typical VIP. I’m not sure what that is but I assure I could have upgraded 3 times over. Hilton will lose my business forever. I have never been treated so rudely. I’m sorry if I don t look VIP to you. Maybe I’m too young I guess. Lessoned learned.