Hilton Garden Inn Kauai Wailua Bay in Kapaa, HI

On our honeymoon here, I woke up in the middle of the night to a flying ant on my pillow/face, and by the end of our stay we had seen two COCKROACHES — one under our luggage on top of the desk and another on the bathroom wall. We also saw a small bug in between our comforter and the top sheet in the night (along with some hairs that weren't ours in between top sheet and comforter on night one). After reporting all of this to the front desk, the hotel only gave us a $25 credit, which was just laughable. They didn't apologize or really have a reaction to it. They immediately asked if we had proof of the bugs (which we did) and then after we showed them photos, they still didn't offer the credit until requested for money back on our stay. We ended up going directly to Hilton customer service and they gave us a night refund. The front desk staff weren’t apologetic or helpful through any of these issues. Our room keys stopped working three different times, requiring multiple trips to the front desk, until they finally had to replace the battery in the door lock. The rooms are dark, damp, and musty — our clothes and luggage felt stale and dingy by the time we left. Beds are uncomfortable old spring mattresses, pillows are pretty dated / get flat fast, and there is a lot of noise from the hallways that made it hard to sleep through the night. There was mildew and black in the shower crevices, broken bathroom vents, lights burned out on the mirrors, and everything just felt very neglected and old. The internet is too weak that the TVs can't stream anything, we could only use cable tv on their TVs even though they were smart TVs. We read in reviews that they typically charge you if you ask to upgrade your internet speed (which is their only solution) so we didn't even bother. There were stains on the couch. For the price of the hotel, we thought it would be a little more modern or up to regular hotel standards. The listing photos we originally saw of this hotel are misleading. Just be aware that your requested "beachfront room" like look like ours (see pictures), because that's what we paid for. On top of all that, they tack on a $25 resort fee (even if you don’t use anything) and another $25 per day for parking. Thought they would have done something fun knowing we were on our honeymoon, but they didn't. This place is dirty, outdated, and not worth the price. We would never recommend this hotel to anyone.

I travel often and stay at many hotels, and my experience at the Hilton Garden Inn in Lihue, Hawaii was one of the most frustrating. First, the property is misleading. There are no balconies unless you are on the first floor—and even those are just a couple of chairs sitting on rocks, hardly a relaxing setup. None of the windows in the rooms open, making the space feel stuffy and closed off. I paid for an “ocean view suite,” but it’s really just a partial view at best. The ocean is mostly blocked by trees, so don’t expect to wake up to sweeping views. The atmosphere was also disappointing. Many of the local staff appeared unhappy to be there, and the overall vibe was far from the warm Hawaiian hospitality I’ve experienced elsewhere. The worst part was the billing. Two days after check-in, the hotel charged my card $1,563 on top of the $1,653 hold they had already placed. When I asked, I was told this was for “auditing purposes” and that both would eventually fall off with the correct charge. In all my years of traveling, I have never encountered a hotel that runs two large transactions for a single stay under the guise of auditing. It’s unnecessary and left me worried about my account throughout the trip.

We had an amazing time at the Hilton garden inn, Kaui. After booking our stay & reading negative reviews. I admit, I was hesitant to stay here. It was fantastic. From the lobby to our room that far exceeded any expectations. Everyone was so kind. Curt @ the front desk is a total gem. Cannot wait to stay next year. Already planning a longer stay. & we haven't left yet. Thank you for a great place to call home. Until next year.

Love this big hotel! Beautiful grounds with excellent views. Close walking to beautiful beach. Pool is a little small but that’s ok. I didn’t like my breakfast or latte in the downstairs restaurant (had eggs Benedict). My ham was thick & mostly fat w/ hard to chew pieces.

What a letdown, the staff in the main lobby are rude and disrespectful, the food is not good and very expensive. It needs updating as tried. The parking is not free it’s 25dollers a day . It’s all money to them. Would not come again, it has ruined my holiday