Hilton Grand Vacations Club Kohala Suites Waikoloa

We had cockroaches in the room, and there was no cleaning service during our stay. Worse, the door lock broke and left us completely locked out. We asked nicely for help at least 10 times, but the problem was never properly resolved. They even called to say it was fixed, then we came back and found it still wasn’t. After dinner our family was exhausted and ended up falling asleep in front of the door because we couldn’t get inside. There were no apologies or real solutions, just excuses. It was an incredibly frustrating stay. I’d strongly suggest spending your money somewhere else.

We spent a week here with friends and were busy with off-site excursions most days. It was still reassuring to have staff available to help us plan things if needed. After a packed itinerary, ending the vacation at the main hotel pool was great. The rooms have full kitchens and laundry, which made fitting everything in much easier.

My husband and I stayed at Kona Kohala Suites by HGVClub through an HGV “VIP package” to see if ownership might suit us. The accommodations were comfortable and met our basic expectations in pleasant surroundings, but as seasoned travelers, we didn’t find the setting especially new or impressive. We’d hoped this trip might improve our view of HGV after a disappointing 2024 stay at the HGV Orlando Seaworld. Instead, the VIP experience and scheduling were frustrating from the beginning. The ownership program also lacks the flexibility we want. HGV has little or no presence in many places we visit or hope to visit, and the small print, HOA, and maintenance fees are major drawbacks. Our final tour settled the question. We caught our sales executive making at least three misleading statements that seemed intended to strengthen her pitch. She also said the VIP package didn’t really represent what ownership would be like, which undermines the point of a test experience. For such a major investment, people deserve an honest demonstration. It felt like being promised a Mercedes and given the keys to a Ford instead, a poor reflection of HGVClub. Evany repeatedly compared this stay with our earlier Orlando visit, often in a way that put down her own organization and colleagues. She came across as condescending and dismissive, and we felt insulted and undervalued. The experience turned us away from HGV ownership and, regrettably, Hilton properties altogether. Given this stay and the unprofessional conduct, I don’t see myself booking with Hilton again.

The room had comfy beds, nice appliances, and a washer and dryer, but the rest of the place felt deflated compared with what I remember growing up. I used to come here for years, when it was buzzing with drinks, music, shopping, dolphins, turtles, and statues. Maybe things changed after covid, or maybe it’s just the off season, but it wasn’t the same. Some scheduled events just didn’t happen, pool bars closed at odd times, and the food was overpriced for its quality. The water slides shut at 5pm, which was a bummer for the kids, and the lazy river and slides were closed all day there. Renting a pedal boat on the lagoon? The price will suck the fun out of it, lol. Pool opening and closing times felt strict too. There’s a vending machine behind the bathrooms building at bay club pool, with drinks a little over $1, compared with $4/can at the bar, but there isn’t one where the signs point. Unless you want to be isolated and bored, or are ready to pay a lot for every activity, renting a condo downtown seems more worthwhile.