Hulahula

I really wanted to enjoy my time here given the beautiful views of the bay, but my stay was quite disappointing. The room felt tired and hadn't been cleaned thoroughly before I arrived, and the noise from the hallway made it hard to get a good night's sleep. It felt like the property could really use some updates, and for what I paid, I expected a much higher level of service and comfort than what I actually experienced.

My review of this property is mixed. The view and location on Hilo Bay is exceptional. Truly there may not be a better view in all of Hawaii. That being said, the property is severely showing her age and in need of substantial upgrades almost everywhere. Unfortunately, no suite upgrade for a diamond member, no cookie upon arrival, and “late checkout” was 12:30. They have also required $29 valet parking for the grass lot across the street which used to be self park because it’s legitimately within eyes view of the hotel.

Very disappointing experience staying here — will not come back here. 2 stars only because the room itself was clean and the ocean views were great. At check-in, we specifically requested housekeeping service for Day 2. When we returned to the room later that evening, nothing had been done. The most frustrating part was trying to get fresh towels after coming back exhausted from Volcanoes National Park. We called the front desk requesting towels and never received them, forcing us to reuse our used towels from earlier that morning. The next day, we had an early reservation and needed to leave by 7:00 AM. I called again at 5 AM requesting towels. After waiting over 1.5 hours with no update, my husband went downstairs to ask if he could simply pick up a few towels himself. He was told housekeeping was on the way and sent back upstairs. The towels finally arrived at 6:50 AM — far too late for us to properly get ready on time. Fresh towels and basic housekeeping are the bare minimum services expected from a hotel, especially at this price point. Thankfully, they did agree to a 1-hour late checkout, which allowed us to return later and finally shower before leaving. Overall, this stay felt extremely overpriced for the level of service provided, and we left very disappointed.

I am deeply disappointed with the service during my recent stay. Despite specifically requesting daily housekeeping at check-in, the management and communication between the front desk and the cleaning staff were nonexistent. Housekeeping Issues: Day 1: After returning to the room, we found it had not been touched. We had to call the front desk just to request basic clean towels. Day 2: We personally spoke to the cleaning staff in the hallway, only to be told our room "wasn’t on the list." When we addressed this with the front desk, the staff member ( a lady) was dismissive, repeatedly offering only towels and trash pickup rather than the full cleaning service we were promised. Day 3: We checked out without ever receiving the service we requested at the start of our stay. p.s. Beyond the lack of service, I saw a dead cockroach in the 3rd-floor hallway near the ice machine, and our room had a persistent issue with small ants in the coffee station area. Some front desk staff were unhelpful, and the internal management of housekeeping is a mess. It is frustrating to be asked for your preferences at check-in only for them to be completely ignored for the duration of the trip. I would not recommend staying here until they fix their communication and pest control issues.

The hotel is nice enough, however there’s definitely room for improvement. If you could do partial stars, I’d give this a 3.5. The room is fine if a bit spartan. The complimentary drink tickets at check in are appreciated. And the staff are all very friendly. However the service from the kitchens, whether that be the lobby bar limited menu or the main restaurant is so slow, not just once but every time I utilized their restaurants. The final day at breakfast took almost two hours to order, get food, and get our bill (it was a larger group of seven but all right off the breakfast menu with no modifications) so I was hustling to finalize packing. Then housekeeping was knocking at my door to check if they could clean 45 minutes before check in, they were nice enough when I explained I was still finishing up but would for sure be done by 11am, but again another delay. I’m glad I did a check out with the agent since I was double charged for my valet parking every day of my stay and getting that fixed took another 20 minutes. They made everything right. But it just wasn’t a smooth process and didn’t end my stay with them on a high note. Everyone was friendly, the hotel was a little dated but clean, it just wasn’t what I was expecting based on the images and description on Hilton’s website.

It was amazing hotel with great service! The staff members are super nice and helpful. Hotel room is clean, and the bathroom is super comfortable.

The staff were great and the restaurant was good. The views from the oceanfront rooms are good. The hotel was built in 1965, and the design of the rooms are dated. They are clean, and the remodel helped a lot. My main issue is that the AC in our room did not work. They moved us to another room that had a great AC, but was definitely a downgrade in terms of the view. I’m guessing the upper level floors with the rooms that have a good view have more AC issues.

The hotel is slightly older but well renovated EXCEPT for the toilets. They installed public restroom-style toilets that are high power flush. You will absolutely wake up a partner and the person below you. I woke up many times to the sound of the flushes. I booked this because it was close to the airport but I figured the windows were good enough but I was also woken up twice by airplanes. The staff was very kind and quickly helped us when our door lock’s battery died and locked us out. They were also kind and gave us a few extra cookies! The cookies are the best part of a DoubleTree after all… The beds are okay, room is a good size, and everything is of higher quality. The view from ocean-facing rooms and the common areas is absolutely amazing. The restaurant is great and staff there were lovely and offered some great suggestions. The drink vouchers made the trip a lot better and made the hotel feel like a better value. I would absolutely not stay here again unless I somehow knew the toilets were replaced.

We recently had a four night stay at this hotel. It rained every day of our stay. This is an expansive, waterfront hotel that is conveniently located close to the airport and downtown Hilo. It is also about an hours drive to Volcano …

The food here is really good, and overall we had a great experience, especially booking through Costco. Giving 4 stars overall — removing just one star because the rooms definitely need renovation. The rooms felt old, not very clean, and somewhat poorly maintained. That was the only disappointing part of the stay. Apart from that, the location of the hotel is excellent, and the property looks beautiful from the outside. The amenities are outstanding, and the restaurant staff were extremely good and welcoming. The front desk and overall hotel staff were also polite and helpful throughout the stay. With renovated and better-maintained rooms, this place could easily be a 5-star experience.