Hilton Grand Vacations Club Kohala Suites Waikoloa 69-550 Waikōloa Beach Drive, Waikoloa Village, HI 96738

"The price was reasonable but the thing was.. I felt like I was sharing my room with cockroaches. I stayed here for 6 nights and they were everywhere everyday. I even set some traps by myself and asked some help from the front desk but all they could do was just spray. I don't have any feelings for them but I hope Hilton would do something for this for the future guest."

"Ocean Tower We very much enjoyed our stay. What went well: - responsive guest relations team (supplies for the room, investigation of nearby smoker on balcony for three days) and very friendly - the clever metal bar and pegs in the room for hanging hats and swimsuits - the ability to cast from my smartphone to the TVs is convenient and appreciated - the appliances and furnishings were perfect, especially made good use of the ice maker - good amount of counter space on both sides of the sink in the hallway bathroom - luggage and/or shoe rack at bottom, end of beds are brilliant - amenities and activities were abundant - cabanas are hard to access/reserve plus they’re costly - air conditioning in the tram was on overdrive, wish the gym had the same “problem” - the restaurant options on premise are excellent- didn’t try Nui due to mixed reviews but it smelled delicious each time we passed by while they were open What could be better: - AC in the gym should be cooler (65° is ideal); but at least the gym is open 24x7 - wish guests knew they shouldn’t smoke on their balconies - smoke travels and disrupts use and enjoyment of their own balconies (this ruined my time on my balcony for 3 consecutive days) - if there were a recycle bin, I would have been happy to use it (took my recyclable bottles to bin at end of hallway near elevators) - not a convenient outlet for my computer while working at the kitchen table - wish our “ocean view” room wasn’t across the golf course and we had a closer view - larger trash bin in bathroom would be nice since the room isn’t serviced for 4+ days - never impressed by drip coffee makers; would be willing to pay for Nespresso pods if there were a Nespresso coffee machine in the suite - lots of amenities but this means the grounds are absolutely sprawling; unfortunately, one gets frozen in the tram and it’s actually quite slow anyways so this means a LOT of walking back and forth to restaurants, lobby, activities, parking We did enjoy our time and would consider coming back to Ocean Tower - just need to plan for the drawbacks, accordingly."

"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."

"Not worth the money for this resort with no sandy beach (except man made lagoon). Saddest beach for a high end resort. Good thing we decided after second days not to buy their vacation club ownership. Westin /Marriott is better choice."

"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."