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Reviewed 3 August 2022 via mobile

We checked in Kohala Suites on July 17 for a four night stay. We were greeted with a lukewarm welcome, the bellman did not even say hello. We had to get our own luggage cart and load the bags ourselves. As our suite was not yet a available they stored our bags for the day. Upon our return late in the evening we discovered roaches throughout the unit both dead and alive. There was a millipede in the guest bathroom and bugs coming up the drains. The next morning we went to the front desk to tell them what had happened, they said they would spray our unit-they could not move us as the resort was sold out. We immediately got on the phone to Reservations, we were assured we could move over to the neighboring Kings Land property. We packed got our bags which we had not opened for fear of taking the bugs home and headed out. When we arrived at Kings Land they were unable to find our reservation. We tried calling the Reservations line with no success, so we headed over to Sales Office believing they would surely be able to help us.
Gary, the representative we had for our initial presentation went to see what inventory was available, he came back to tell us there was a two bedroom unit available at Kings’ Land. He got his manager, Sam Benzekri to call his connection in reservations. He came back to tell us we would have to wait for a response-the whole time he was speaking with us he was eating something out of a Ziploc bag-it was rude and disrespectful. He then went to get his manager Travis Page-Auger who came out to speak with us. He said “I don’t see what this has to do with me, I am in Sales.” In other words this is not my problem. As someone who works in the hospitality industry, regardless of what department you work in, you are in Customer Service and you should do everything you can to help a customer in any way you can.We were concerned that we would no longer have a place to stay, as no staff seemed willing or able to help.
We returned to Kohala Suites where we spoke with the manager, David Remington. He said he would have our room sprayed again and that he could move us to a new unit on a higher floor the following day.
We spent the night of July 18th with no bug sightings. When they called to offer us a new room we had decided to stay where we were as we had done enough moving during our stay and we had not seen any bugs after the unit was sprayed. We left our condo that morning and there were bags of trash in the area in front of our door. When we returned later that night they were still there-maybe this is why there is a bug problem. On our last night we found more cockroaches both alive and dead. We looked around the unit and saw that there were gaps between the door frames and the floor where bugs were getting in, stains of unknown origin on the carpet and the walls, what we could only believe was a bandaid stuck to the ceiling and chip wrappers under the couch. There was also an empty cardboard box of toilet paper that was left outside our door for days. Upon checkout I told the cleaning staff that they should clean behind the furniture for bugs, they said “Ok, we’ll tell the Front Desk”. This seemed like an odd response as they would be the ones doing the cleaning.
I think it is important to note that I decided to read reviews of Kohala Suites and I found that guests have been experiencing many of the same issues we had going back at least two years. We had decided we wanted to buy a timeshare but our experience at Kohala Suites made us reconsider our decision. We have been loyal Hilton patrons for years. We always believed that the brand stood for elegance, quality and cleanliness. We are now questioning if our loyalty has been misplaced.

Room tip: Don’t stay here
Date of stay: July 2022
Trip type: Travelled with family
Thank Claire C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
HGV Resorts, Owner at Hilton Grand Vacations Club Kohala Suites Waikoloa, responded to this reviewResponded 19 August 2022

Aloha and thank you for your review. Your comments have been shared with our leadership teams for further coaching and improvement moving forward. We wish you all the best in your future travels.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 July 2022

Our room was great! Clean, spacious and close to the beach. Loved the surroundings. Kids loved the pools and we enjoyed the Hot tub. Joining a tour picks up and drops off at the resort. Everyone except the bar tender when we asked for ice was overly friendly. We had a great time.

Date of stay: July 2022
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Review collected in partnership with Hilton Grand Vacations
Thank magiccarguy
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed 29 July 2022

The rooms are awesome except for the mice and clump of hair in the tube when we went inside. There was a second mouse that appeared the 4th night we were there. We were given some credits that did not show up on our bill. Besides those issues the rooms are made for a family with plenty of room. Access to the Hilton the village was a big plus.

Date of stay: July 2022
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Review collected in partnership with Hilton Grand Vacations
1  Thank oreoiii
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
HGV Resorts, Owner at Hilton Grand Vacations Club Kohala Suites Waikoloa, responded to this reviewResponded 1 August 2022

Aloha and thank you for your review. We appreciate your kind comments about your visit. We apologize for the inconveniences you encountered. Please contact our resort if we can be of further assistance. We hope we have the opportunity to welcome you back.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 July 2022

It is a decent property, but one of the buildings is next to the main road and the ground floor has no view. The bed was worn out and soft, making sleeping a bit of a challenge. Most of the staff is friendly, the grounds are well kept. The location is good

Date of stay: July 2022
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Review collected in partnership with Hilton Grand Vacations
Thank Utteraz
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
HGV Resorts, Owner at Hilton Grand Vacations Club Kohala Suites Waikoloa, responded to this reviewResponded 1 August 2022

Aloha and thank you for your review. We apologize for the disappointment you experienced with your suite assignment. We hope we have a future opportunity to be of service to you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 July 2022

HGVC- KS is a beautiful property. The scenery and decor around the hotel was beautiful. The shuttle was an easy way to navigate around the resort.
The food options are minimal, quality of food mediocre and the price of the food is outrageous. Eat in Queens shops or in town. We rented a car and used the Shaka app to do our own tours and save hundreds of dollars for our family.

Date of stay: July 2022
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Review collected in partnership with Hilton Grand Vacations
Thank eutopiaj
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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