Grand Naniloa Hotel Hilo - a DoubleTree by Hilton

Reviews

• RP

  Ralph Porras

  Nov 14, 2025
  5.0
  Absolute favorite of ours. Staff was pleasant and welcoming. Loved the open Hawai’i style lobby and the relaxing pool area that’s also part of the dining view. Relaxing atmosphere with live music on Wednesday nights by Jeremiah. Will come again. 8 minutes from ITO airport.
• TH

  Tamara Herold

  Nov 12, 2025
  5.0
  Best. Service. Ever. We just arrived from a bike ride from Volcano - which was filled with flat tires and hard cold rain. Maka made us feel immediately welcomed, found us a spectacular room, and followed up with texts and helpful service. We can’t say enough about how well we were treated upon our arrival. Highly recommend this hotel! Say hello to Maka for us!
• BT

  Brett D Tancak

  Nov 10, 2025
  1.0
  Not so grand. Came here for 9 nights for a business trip and it was a challenge from the start. They had 2 reservations under my name, which they didn't realize until after I had been there 5 days. The manager grumpily stopped me as I was getting my car one morning, saying "I have been trying to get ahold of you all week. Why aren't you responding!?" Only to find out they were calling and knocking on a room that I had never checked into, my second reservation. Housekeeping barged in while I was on the toilet after knocking just once ("Knock" > *immediately entered*). Finally today after my travel department confirmed they had extended my reservation a day (necessary for my work schedule), I came back after a morning walk to find out that I had been kicked out of my room. What a joke.
• MN

  Marissa N

  Oct 20, 2025
  5.0
  I can't say enough good things about our Grand Naniloa stay. Front desk: They genuinely make you feel at home. Such a warm staff at the front desk. It's a busy desk,but make each guest feel welcomed. Environment: The rooms are clean and comfy, The restaurant vouchers are a wonderful treat ( drink coupons). There is a lively night life should you choose or enjoy a quiet walk on the beautiful grounds by moonlight. The restaurant is great and they have a beautiful view. My husband loved the gym. He used it many times and said it exceeded his expectations. It is very clean and machines in good working condition. Management: Nicholas (the manager) checked in with us and even assisted getting kayaks for us down to the beachfront. We had been told they couldn't rent at the time we needed, but he made it happen. Multiple times I saw him assisting folks with luggage and checking in. He's genuinely wanting your stay to be comfortable and enjoyable. Bay: It's a fantastic little kayak spot. Bring a waterproof phone case and prepare to work for part of it and relax into bay upon return. Housekeeping: I left something in a drawer upon packing and to my surprise housekeeping had it, and promptly sent us information on how to get the item shipped back to me! I was so pleased I had not lost this item forever. They were on it and sent an email for shipping. We had already decided that this was and will be our go to hotel while on Hawai,but these additional experiences sealed the deal. The Grand Naniloa staff have made it feel so warm and comfortable this will always be the hotel we book. The Hotel and Hilo are a bit older,but they run this hotel like a fine establishment. That's part of the charm of Hilo, slowing down and enjoying the island. Mahalo for a wonderful visit Grand Naniloa
• DD

  Danelle DAVIS

  Oct 20, 2025
  1.0
  Let’s start with we stayed here for 5 days without company. Carlos the front desk agent who checked us in a group of 8 for the strike was loud rude and demanded we pay a 100 a night deposit even though our rooms were covered by AMN. Then we tell him no our deposit should only be 50 for the entire stay he continues too ognore us and gets the manager and says no it’s 50 a night now . Should have known then the stay was gonna go down hill from there. The bar staff upstairs was rude treated us like we weren’t even paying guest i guess you aren’t if the company pays … The room had holes in the walls we requested bed sheets changed daily don’t happen . And back too the communication between hotel very rude aggressive and irritating like we were bothering them. The next day our retiree advised us that the 750 hold on my cc would be removed . The downstairs bar staff was very pleasant sweet and greeted us kindly everyone we ordered and went down there . The saturday when i woke i saw a roach crawling in my room. I don’t care because we were leaving the next day. The hold on my cc wasn’t removed till Friday as the other ladies stated it hasn’t been removed so i checked and it hadn’t . The other manager chuck i believe was his name promised it was lifted the hold and as of this am the money has been returned . The service was terrible the quality of nasty attitudes and rudeness we received was amazing . We requested late check out no we can’t our bus don’t come till noon check out 11 . The female manger said ana our recruiter said we couldn’t get a late check out and ana was the one who told me too ask she was standing right their and she was like oh oh we just can’t do it . So you lied dead in my face it was so much nasty unprofessional attitudes going on from the manager down to the bar staff one young lady apologized after i left my key in the room. People of color i do not believe are welcome here . Maybe if you are paying not your company. It’s old they never properly cleaned our sheets and cleaned the room . Everything about this hotel was terrible accept the view . Staff was rude . But they did have beautiful cats running around the hotel

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