Grand Naniloa Hotel Hilo - a DoubleTree by Hilton

This hotel offers a memorable stay, primarily due to its oceanfront location providing stunning views of Hilo Bay and direct access to the tranquil Liliʻuokalani Gardens. While the property is undergoing ongoing renovations, which some guests note, it maintains a unique charm. The staff friendliness receives mixed feedback, with many praising their helpfulness, though some report inconsistencies. Room comfort is also varied, with some finding them updated and spacious, while others describe them as dated. The valet parking system is a point of frequent discussion. This destination is particularly well-suited for sightseers and Big Island explorers due to its convenient base for local attractions. Families and couples can also find it appealing, with amenities catering to diverse needs. To enhance your experience, consider requesting a renovated room or a higher floor for optimal views, and be prepared for the mandatory valet parking system.

Facilities & Amenities
The hotel provides a range of facilities, though some receive mixed feedback. The pool is noted as being small, sometimes cold, and lacking a hot tub, with some guests observing its use by non-hotel patrons. The fitness center is generally well-regarded as being well-equipped. Guests frequently mention issues with the elevators, which are often slow or out of service, causing delays. While Wi-Fi is available, some guests report it can be slow. A coin laundry room is on-site for guest convenience. Unique offerings include a 9-hole golf course with free use and loaner clubs, and complimentary snorkeling gear with kayaks available for rent, providing direct ocean access. Rooms are equipped with a microwave, mini fridge, and coffee maker, and a gift shop is available in the lobby.

Cleanliness & Room Comfort
Feedback on cleanliness and room comfort is varied. While some guests report clean and comfortable accommodations, others express significant concerns, mentioning issues such as mold, stains, cockroaches, and wet carpets from air conditioning leaks. Many describe the room condition as outdated and tired, with peeling paint, damaged furniture, and holes in the walls where artwork once hung. Conversely, some reviews highlight refurbished and comfortable rooms. Beds are generally found to be comfortable. Noise levels are a notable issue for some, attributed to thin walls, a loud AC unit, noisy plumbing, or construction activities. Bathroom concerns include high tub thresholds, sliding doors that do not close properly, and occasional reports of rust.

Dining & Food Quality
The hotel features an on-site restaurant and bar, both receiving mixed reviews regarding dining & food quality. The restaurant is described by some as offering excellent and delicious food, particularly for breakfast, while others find the menu limited, the food mediocre, or the prices high. Service in the restaurant can sometimes be slow or affected by staffing shortages. The lobby bar is a popular spot, often featuring live music and a pleasant atmosphere. However, the quality of drinks, especially those included with complimentary vouchers, receives varied feedback, with some guests finding them limited in choice or weak. Some guests also note that bar food options can be limited or that the bar closes earlier than expected.

Location & Accessibility
The hotel's central location is a significant advantage, placing guests within easy reach of many local attractions. It is highly praised for its proximity to the serene Liliʻuokalani Gardens, Coconut Island, the bustling Suisan Fish Market, and downtown Hilo. The airport is conveniently close, yet guests generally do not report significant noise disturbance. Parking is a frequently discussed topic, as mandatory valet parking is enforced, leading to complaints about its cost and the absence of a self-park option, though the valet service itself is often described as quick and efficient. Some guests opt for street parking as an alternative. The surrounding area elicits mixed reactions, with some noting nearby rundown properties and homeless individuals, while others appreciate the peaceful bay setting and feel safe.

Staff & Service
Feedback regarding the staff & service is quite varied. Many guests commend the staff for being exceptionally friendly, helpful, attentive, and providing excellent service, often highlighting their willingness to assist with requests and offer local insights. However, some experiences are less positive, particularly concerning the check-in/out process, which can be slow with long lines, and occasional issues with room readiness or reservation accuracy. Housekeeping service is inconsistent; some guests report missed cleanings or a requirement for 24-hour advance notice for service. Despite the mandatory nature and associated costs, the valet service is frequently praised for its efficiency and friendliness, with attendants often noted for their promptness in retrieving vehicles.

Additional Information
The hotel is currently undergoing renovations and updates, a fact guests are often informed of, which helps explain certain conditions like missing artwork in rooms or occasional construction noise. A mandatory resort fee is applied to stays, which guests note covers various amenities such as daily drink tickets for the bar, access to the on-site golf access, and complimentary snorkeling gear. The hotel also maintains a pet-friendly policy, though guests should be aware that a non-refundable deposit is required for pets. A consistent highlight for many guests is the offering of warm cookies at check-in, a thoughtful touch that contributes positively to the arrival experience.