The Hilton Hawaiian Village is Hawaii’s largest and arguably most iconic resort. It’s one of those places that people dream of staying at, and like us, they arrive with high expectations due to its price and legacy.
For both of us at Beat of Hawaii, this was our first stay at Hilton Hawaiian Village, and to say we were excited would be an understatement. But while the resort offers some undeniable highlights, our experience revealed major flaws that anyone planning a stay there should know about.
By way of details, Beat of Hawaii always pays for its flights and accommodations. Hilton Hawaiian Village was unaware that Beat of Hawaii editors were guests until after a disastrous room assignment.
What went wrong: Noise, renovations, and service failures.
BOH editors paid for an ocean-view corner room upgrade in the iconic Rainbow Tower—a splurge in the historic oceanfront building we were really looking forward to trying and reporting on. What we weren’t told? The Rainbow Tower is currently in the middle of a major renovation as seen from this photo.
The jackhammering was so loud that editors couldn’t hear anyone over the phone when we first called to the front desk to attempt to address it. We’ve got a video to show how unacceptable this was—turn up the volume to get the full effect. No guest should ever be put in a room like that.
The furniture in the room only reinforced how much renovation is needed. Worn out and in disrepair, it didn’t match the premium experience we expected and paid for.
When we waited in the long line at the front desk and asked to speak to a front desk manager, none were available—not even a supervisor. The desk attendant eventually moved us to another room, but no bellman was offered to help with the move despite the unusual circumstances.
We were later told we should have been notified that the room was located between floors undergoing major work. That, however, didn’t happen. For that matter, it should have been disclosed when making the reservation, but sadly, it wasn’t.
Hilton suggested that we check in online and use a digital key, with no indication of any impending problems.
Upon changing rooms, a woman identifying herself as a supervisor eventually called. Compare that to a similar experience at the Grand Wailea on Maui, where supervisors, staff, and the General Manager all immediately stepped in to address the situation after we were assigned an already occupied room.
That’s the level of service we reasonably expected here—and it simply didn’t happen. The overall service felt disinterested, as we note below.
When we eventually spoke to a front desk manager later, the response was unimpressive. We asked to speak with the General Manager, but instead, we received an email from the Regional Director of Corporate Communication at Hilton telling us, “Sorry you were disturbed by the noise..,” and how excited they were about the renovations. Talk about a mismatch—it completely ignored our actual concerns that they would risk bad reviews by placing guests in the middle of a construction zone.
The digital key disaster.
The digital key system turned out to be another headache. Hilton Hawaiian Village is one of the largest hotels in the world, and every time we had to interact with the front desk, it involved long waits in line. Worse yet, we had to replace our physical keys three times due to mixups, garage entry issues, and when the digital keys stopped working. For a resort of this size, these systems need to work seamlessly, and they didn’t.
Service: hit-and-miss at best.
One of the most noticeable issues was the lack of service from staff. Across multiple days, employees rarely greeted us when passing through the resort—something that stood out after experiencing standout service at other Hawaii resorts. Granted, Hilton Hawaiian Village is enormous—four times larger than Grand Wailea—but that’s no excuse. The sheer size of the resort made the experience feel impersonal and disconnected.
The only exception? One helpful employee gave us a tip: avoid the Diamond Head Tower. The Ali’i Tower and Rainbow Tower are the closest to the beach, while the Diamond Head experience is much less polished. Two other towers are away from the beach: the Kalia Tower (where the fitness center and spa are located) and the Tapa Tower.
The lingering impact of the strike.
While staying at the Hilton Hawaiian Village, we learned something surprising from a helpful staff person who will remain anonymous. She explained that the hotel is currently operating at very low occupancy for this time of year, largely due to the fallout from the recent and highly contentious strike. Staff members are reportedly working on an “on-call” basis only until the resort returns to normal levels—a situation that she indicated seems likely to persist even through and beyond the busy end-of-year holidays.
This revelation shed important light on some of the lackluster service we experienced. It’s hard to imagine employees feeling motivated under such uncertain work conditions. However, it also raises broader questions about the hotel ownership and management’s long-term thinking here. After a strike that gained national attention, did the Hilton Hawaiian Village every fully reckon with its ramifications—for both guests and its workforce?
What Hilton gets right: Ali’i Tower and the incredible beach.
After the Rainbow Tower debacle, we were moved to the Ali’i Tower, which feels like a hotel within a hotel of sorts. This is one of the highlights of our stay. Ali’i Tower has specific amenities for Ali’i guests: a private pool, lounge area (with no services, though), Ali’i concierge and front desk, bar, and fitness room (closed for maintenance during our stay). It was quieter and far more enjoyable than the chaotic vibe elsewhere.
The beach? Outstanding! The lagoon? Totally unique.
These features remind you why Hilton Hawaiian Village was designed to be a destination in itself and became as iconic as it remains to this day. It’s a self-contained experience with a stunning setting right on one of the most idyllic parts of Waikiki Beach. That said, the beach can also get quite crowded—something to remember. The beach photo above was taken from our Ali’i Tower room.
Duke Kahanamoku Beach, located on the western end of Waikiki, is named after the legendary Hawaiian surfer and Olympic swimmer Duke Kahanamoku. As the widest stretch of Waikiki Beach, it offers calm waters protected by an offshore coral reef, making it ideal for families with children. Adjacent to the beach is the man-made Duke Kahanamoku Lagoon, providing additional recreational opportunities. This beach was consistently been named among the best beaches in America.
Room issues continue: cooling problems in Ali’i Tower.
While the Ali’i Tower room was large and comfortable, it wasn’t without its flaws. During the day, the room couldn’t be cooled mid-day because of the large sliding glass doors on two sides.
It would hover at around 80 degrees inside, and the old central AC system blew constantly just to try to keep up. A visit from engineering confirmed that this is the best it could work, given what it is. He used a sensor thermometer at the window and had a 90-degree reading. At night, it finally cooled down, but the noise from the aged AC became irritating. For us, it was, unfortunately, a relief to leave.
A throwback to Old Waikiki: the Rainbow Bazaar
One of the unexpected delights was the shopping area within the hotel, which reminded us of the old International Marketplace, complete with a banyan tree. It’s a charming and enjoyable throwback to old Waikiki in a self-contained, nostalgic way. If you take the time to wander, it’s a nice break from the crowds amid its quaint alleys.
Who should stay at Hilton Hawaiian Village?
Hilton Hawaiian Village is not for everyone. It’s perfect for travelers who like a large, self-contained environment where everything is available in one place—and where you can expect to blend in with the international, package-vacation crowd. This resort will feel overwhelming if you prefer a smaller, more personal experience.
Final thoughts on HHV.
Hilton Hawaiian Village is iconic for a reason. The beach and lagoon are spectacular, and Ali’i Tower offers a quieter, more exclusive escape. However, the resort’s size, service inconsistencies, and unacceptable renovation experiences leave much to be desired. If you stay here, go in with eyes wide open—and maybe pack some patience along with your beachwear.
We’ll let our video and photos speak for themselves.
And a side note, be aware that there are expenses including resort fees and parking costs $69/night in the very large lot that is a hike from most rooms.
If you have stayed at Hilton Hawaiian Village, we invite you to share your experiences.
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My BFF stayed here for a conference in 2017. I was invited to come visit but after one day I left. It was too crowded and chaotic. I haven’t had much luck with the Hilton chain overall. I ended up checking into the Hyatt Regency Towers. Way better service and ambience. I stay there whenever I’m visiting Waikiki!
Was at the Hale Koa from 3-17 Dec. Wish I knew you guys were next door, we could’ve got together for a drink, my treat! My parents stayed at the back HHV in the late 70’s and even then said it lacked a bit for the price. I remember the Outrigger where the Embassy Suites is now. We stayed there a couple of times. Nice for the price. Now we center our vacation around available rooms at the Hale Koa. Best beach in Hawaii!
Mele Kalikimaka to all and have a great 2025.
I’ve stay at HHV twice with my family and we loved it so much my wife and I are going again this May for our 15 year anniversary, No Kids!! I absolutely love that place! Great inexpensive places to eat, good shopping and I love that I can book our activities through them and all our adventures depart from their terminal. I do wish the Rainbow Tour beds were bigger but that’s about it. I recommend HHV to everyone who is planning going to Oahu.
Aloha,
If it is any consolation, given your industry readership I would assume that this piece has already crossed the requisite desks at Hiltons head office. That is not to say that will have any impact or effect, however.
Your experience was inexcusable, and from my experience, not uncommon.
Mahalo
Hi Gerry.
Good observation. Yes it has. We’ll either update the article or publish a new one soon. Thanks!
Aloha.
I could hear that jack hammering from Ft Derusy!
I’m staying next door and I’m actually looking at the Rainbow Tower as I type. Sorry for the gruesome experience you two had but, you’ve done a real service for folks who may be considering staying at HHV in the near future…
Did you know that non military affiliated folks can use the Hale Koa’s outside bars and the Koa Drink Hut located down by the Steak Shack? You just need to pay a couple bucks extra that’s all. Even so the drink prices are among the most reasonable you’ll find in Waiks.
Pro tip: Order the Drink of the Day special for the best value. They use top shelf liquors and are good and strong. The large size draft beers are also another great value.
Cheers!
Hi Jay.
Happy holidays! Thanks very much for your 300 comments!
Aloha.
Just stay at an air-BNB at the Ilikai next door. Same beach, larger rooms, no resort fees, same view,and less expensive.
I wouldn’t use “iconic” to describe the HHV. It’s big. It’s impersonal and it has a lot of shopping. Some of the staff we encountered during a stay some time back were downright hostile. With the current parking charges and resort fees, staying there’s a sucker’s proposition. I’m pretty much over Waikiki anyway. It’s why on subsequent visits to Oahu, we got some nice Air BnBs in Kaneohe and Kailua.
We was there in sept before the strick. Couldnt find the pool and the pool beside us we order drinks and after paying was ask to leave .we stayed at the rainbow tower wouldn’t do it again there.
Having stayed at the HHV numerous times, over several decades, I feel great ambivalence like that expressed by Jeff and Rob. Sadly, I see the value proposition decline increasing in velocity at the same time management pushes the envelope on rates, the nightly resort fee ($58.98) and parking ($69, self park).
Year after year, management finds ways to chip away at the features that made the HHV special. The tropical penguins and most of the birds have been shown the door. High tier Hilton Honors status does not seem to matter.
Most troubling is the general impression of indifference. There appears to be fewer workers employed, and even less inclined to do more than watch the clock.
I have stayed at HHV twice, the most recent in 2007. It was the host hotel for my professional society’s 50 anniversary (IEEE EMC Society). We had no problems with HHV during either of our stays. Both times I had rooms in the Ali’i Tower and loved it.
We stayed at the HHV four time over the years, with the overall experience declining with each subsequent stay ! Our last visit was in 2019, and the overall consensus was chaos amid congestion! The front desk ordeal was overwhelming and ineffective. We were inadvertently overbooked into an occupied room. We were relocated to another room, which again was overbooked for someone behind us !! Initial room turnover housekeeping rated a “D” in my book. Everywhere we went on property resulted in standing in a waiting line. Our daughter, who is a resident of NYC, joined us for the trip; she felt like she was in Midtown Manhattan!! The ultimate insult, after us paying top dollar, was to see a company of Cal National Guard troops billeting here…. on my tax dollars !!! Thank goodness we were only booked for four days before a hop over to the Big Island. Overall rating of that stay: “D”.
PS: Our three most recent visits to Waikiki were at the Moana Surfrider. A+ !!!!
The one and only time I started at the Hilton Hawaiian Village, they were overbooked, and we were “walked” via taxi to another hotel. We bought through a consolidator, which I later learned partially contributed to the overbooking, at least at the time. However, they did they best to make up for it by upgrading us to the Rainbow Tower, refunding our first night, comping the night at the other hotel and gifting us a fruit basket. This was back in the 1980s when Don Ho was still playing there, and the Tapa Tower was practically brand new. There was a long line of people being walked that day.
Rainbow Tower has been under construction for quite a while. I have been staying at the HHV for 50 years. I have a timeshare in Kalia Tower but have stayed in other towers. I really like the HHV.
The Hilton like other Waikīkī hotels is still recovering from Covid 19. Strikes are never easy for employers or employees. Refurbishing and upgrading hotels is a challenge even under the best of circumstances. The Hilton strike cost the hotel $80 million dollars. A large portion of that was reimbursing guests who felt their vacation experience was impaired by the loud and occasional and isolated incident between picketers and guests. Imagine if you can 2000 workers walk out unannounced and management must find replacements immediately. Not an easy task to say the least. I stayed there during strike and I was very impressed by the way management and new employees navigated a very difficult situation. The hotel is recovering and I’d say give it another try in a year. Also, remember the Japanese and Korean visitors have yet to return in pre Covid numbers. The exchange rate of money a key factor. Mahalo and Aloha.
My wife and I stayed at the Hilton Hawaiian Village when they opened the Tapa Tower in 1982. Don Ho was performing at the Dome and we had great seats to see him. After that visit we mostly stayed at the Kahala. A little less crowded and better dining options.
I have a mobility issue. You need a map to get to some of the pools even though you can see from the door to your room. The breakfast buffet is a little pricy also. But agree some very unique features.
I used to enjoy wandering through the bazaar at Hilton Hawaiian Village when I was stationed in Hawaii, and when my wife and I visited in 2009 we stayed at the Hale Koa next door and made sure to go through the Hilton’s shopping zone – we even had dinner at Benihana’s. The beach from Ft. DeRussey to Duke’s lagoon is the best part of Waikiki, and the dock at the village was the departure point out to the submarine trip just offshore.
One thing that mystifies me is this: If they are operating at such a low level of visitors and staffing, why is _anyone_ being put in the Rainbow Tower while it is under construction. Just shut it down and refurb/remodel it without the issue of dealing with guests in the building.
Thankyou for the review of the Hilton Hawaiian. I have a question about bed bugs. Have read some hotels have these. Stayed in Waikiki in 2016 approximate and had no issues with them. Any other bug issues you encountered,
I love Hawaii very much. Thankyou so much.
Hi Mary.
Luckily no. Thanks for asking.
Aloha.
My husband and I stayed there 12/6/24 to 12/13/24. Our original room was on the 5th floor of the Kalia Tower. Our first impression was that it was clean, but clearly tired. We had a resort view, but we could also see the ocean. We slept well the 1st night. The Honolulu Marathon was on Sunday 12/8. We woke up at 5:00 am to see fireworks. After that, there was consistent booming that prevented us from going back to sleep. The next morning the booming began at around 4 am. We called and security said they knew exactly what it was. We were right above the weight room and it was people dropping barbells. Later, we went to the front desk, asking to have our room changed. We were offered a room in Ali’i with 2 double beds for an additional charge of $30/night. We declined. Later we were moved higher in the Kalia Tower at no additional charge, and of course, we had to pack and move ourselves. We received no call or email from management.
Despite the crowds, I still think Hilton Hawaiian Village is worth visiting, even if just once. The beach and lagoon alone made it memorable for us and I wouldn’t be opposed to returning.
If you’re visiting Hawaii for the first time, the views from the Rainbow Tower are spectacular. And the beach is a dream come true. Now better just check that your floor isn’t near any construction.
Our room in the Diamond Head Tower was somewhat disappointing. Outdated furniture, and it took forever to get the AC to work there too.
This place sure has everything—shops, restaurants, pools—but it’s overwhelming. It feels like a theme park, not exactly my idea for a relaxing Hawaiian getaway.
I work for an airline and stayed there recently on a layover. We were never told about the renovations, and the noise ruined our brief stay. The hotel handled it very poorly.
There was a time, which ended long ago; when the HHV had a fantastic breakfast/lunch buffet. It was relatively pricey for the time…around 2000, but it was superb. I swear I ate more perfect Maui papaya than any man should be allowed.
Hilton Hawaiian Village is perfect for families. The lagoon and beach are amazing, but don’t expect top-notch service or attention to detail. That just isn’t what they do.
For a resort this big, it’s shocking how long the front desk lines are and how little staff they have. I spent 30 minutes just to get a replacement key.
If they cared, it’s simple to have a window for nothing but key replacements or have an employee dedicated for things like that.
The Rainbow Tower renovation noise was unbearable during our stay too. They shouldn’t be booking rooms in that section—period. To say they were sorry the noise disturbed you was ridiculous to say the least.
We stayed at Hilton Hawaiian Village last year, and while the beach was stunning, the service didn’t match the price we paid. It felt like a beautiful but impersonal experience. Probably never again.
When it comes to Hilton properties, HHV is not the only one that seems to have problems matching a person to a proper room. When I was in Chicago and assigned to stay at the Palmer House, another Hilton property, the first room I got (going through the self-check-in and choosing a room by an app) the room was not serviced and looked like it was being used by someone who needed medical attention. Downstairs did reassign me to a better room, but even that one had its “glitches” in which the power load on the system would flicker the lights.
And even service was hit or miss. The point is that service at hotels of the HHV or Palmer House level are a bit underwhelming. Must be a Hilton thing, it seems.
We are currently staying in Maui at the Marriott Ocean Club. I have the exact same video of our room with jack hammering and drilling! It’s horrendous and took 2 days before we found someone who would move us! Totally unacceptable!