I booked because I had known this hotel had undergone significant renovation's. Also to my surprise was this hotel is VALET PARKING ONLY. In little old Hilo, come on Hilton READ THE ROOM. I am from Hilo and I can tell you there is not one business or hotel that mandates valet parking. I wish I had been notified about this prior to check in but had I, I probably would’ve canceled. And boy do I wish I did. It’s an obvious cash grab for a failing hotel. I had no issues with the staff they were great but the executives who are running this place are out of touch. Over all I was deeply disappointed upon getting to my room there were putty marks all over the walls and the original windows peeling all over the floor. The elevator set off a fire alarm my first morning and then was out of commission my week long stay making getting up or down a pain.

Check-in was super fast and easy. Michael was very helpful in setting up the luau. The resort is beautiful surrounded by amazing flowers and tropical foliage. The pools are spacious and kept very clean. Even though the hotel is not new, it is kept very well maintained. The mantra ray night snorkeling adventure is right off the hotel, also.

Extremely disappointed. Upon arrival we were informed the room we booked 6 months prior was not available (corner king with lanai) They stated they were"downgrading"us to a double queen at the reception desk. I asked why and the receptionist said its not my fault you booked through expedia. You should have booked directly through us and said that hotels.com rents out rooms that are not available all the time and they shouldn't. I stated they should compensate us back for the downgraded room. She refused compensation in any way stating the room was nice. We were tired after flying all day and it was late. We were left with no options but to stay. So what started bad only got worse. The room is nothing like the pictures. It is dated with torn carpet. We had to step over exposed tack strip every time we walked to the bathroom. The pictures were ripped off the walls. There was mold actively blowing out of the vent. One bed was unusable as the position of the vent blew mold directly in your face. The balconies were so rusted they looked like the building should be condemned. I did not feel safe to walk out on them. Honestly I have stayed in nicer rooms that cost $49 a night and not $300+fees. No self parking, only valet but you can park on the street and walk. With the mandatory resort fees you receive two "free" drinks at the bar. My husband drank one and within minutes was vomiting. We will never stay here again.

Wonderful place to stay for the weekend of our wedding. Thank you for the chocolate, cookies treats and free drinks. Nice place for morning walks.

We had an amazing time from the moment we called to see if we could get an early check-in and got the blessing from Megan who gave us the go ahead to come on in as they already a room ready for us. We had a corner oceanfront room and - even on the stormy Rainy day - it was just so wonderful to sit out on the balcony enjoying the view. We were so relaxed and it was just a dream getaway. We definitely intend to stay at The Grand Naniloa anytime we stay in Hilo in the future.

Upon arrival we were assisted by a desk clerk who we had difficulty understanding as she has a heavy oriental accent. ( returned later in the day to get a clearer understanding of the room and daily rates. Although we didn’t report it, there were these weird looking roaches (?) in the bathroom, on desk top and 1 on my bed. Photos attached. We didn’t report it because our friends had no problem in their room and we wanted to be close to their room. When we checked in we were told the hotel was totally booked and we may not be able to even be on the same floor.

This was my second time staying at the Grand Naniloa Hotel and it was better than the first time (thought the first time was great too!). Front Desk Associate Aisha was very nice and kind to me. I mentioned in passing I was there for the Honoka`a Renaissance Festival, but unfortunately traveling solo since my spouse was currently deployed. She was nice enough to go ABC (Above and Beyond the Call) to accommodate my (impromptu) room preference request. PM Bartenders "Great" Scott and Robert - my first night there, I made friends at the bar with a gaggle of people (we were kind of loud and cracking jokes) but "Great" Scott and Robert were so friendly, provided great service and made us all feel like friends at the end of the night. For being a solo traveler, I did not feel alone. Mahalo!

From valet through check-in, the customer service is beyond amazing. Unfortunately, my great deal was in a wing yet to be rehabbed. The huge gaps around the door and its frame was amazing - a nightlight and a major fire hazard in one.