Hilo Hawaiian Hotel, Trademark Collection by Wyndham

I am writing to express my dissatisfaction with the service I experienced during my two-night stay at the hotel from 16 Feb to 18 Feb. Upon check-in on the first day, I clearly informed the front desk staff that I had made two separate reservations for consecutive nights. The staff confirmed that they had located both reservations in the system. However, despite this clarification, I encountered multiple issues during my stay that caused significant inconvenience. First, when I returned to the hotel late on the second night, my room key card did not work. My son urgently needed to use the restroom, so I immediately went to the front desk to request update a new key card. To my surprise, the staff informed me that I needed to present my credit card and ID again to complete a new check-in process. When I explained that my passport was inside the room, the staff refused to provide a new key card and instead offered to send a security guard to accompany me to the room to open the door. Upon returning to the front desk to complete the registration, I was also asked to pay a second deposit because of the separate reservations. I fail to understand why this could not have been arranged during my initial check-in on the first day. Since I was the same guest staying in the same room for two consecutive nights, why was it necessary to go through two separate check-in processes, pay two deposits, and present my passport twice? This lack of coordination and foresight caused unnecessary frustration and inconvenience, especially late at night with a child in urgent need. Additionally, I was disappointed to find that no housekeeping services were provided on the first day. When I returned to my room, the trash had not been emptied, the towels had not been replaced, and the room had not been tidied at all. This lack of basic service further detracted from the quality of my stay.

The service was excellent and I was very satisfied. However, a large number of birds gathered and chirped loudly in the big tree right in front of the balcony, which was quite disturbing. I also saw several small cockroaches in the room. It didn’t feel very sanitary.

The hotel is by the sea. It’s quite enjoyable to stay there. Although the hotel opened in 1975, everything is still quite okay. The staff were very helpful and responsive to guests. When my wife and I got to the room, my wife was unsatisfied with the bathroom light and the bugs, the staff understood me and helped us solve the problem.

The hotel is situated close to the airport so makes a very good accommodation for spending a night and being close to both town and the airport in Hilo. The rooms are spacious enough for two and are well decorated despite being a bit dated. It is value for money and would definitely recommend for a short visit to Hilo.

Everything was excellent, except when we got to our the curtain clip wasn’t attached to to rod or holder, toilet paper holder was broken and coffee maker wasn’t working. Other than check in wS GREAT

Even though we only stayed one night at Castle Hilo Hawaiian Hotel before an early flight, the experience was lovely and a clear standout compared to other nearby options. Our room was more affordable than the one we had at SCP, yet it was significantly more spacious, clean, and comfortable. We even had a private balcony, which added a really nice touch. The setting was serene, surrounded by beautiful banyan trees and with easy access to walking paths along the ocean. The atmosphere was peaceful and welcoming! perfect for a restful night before travel. I wish we could have stayed longer to enjoy more of what the property had to offer. Highly recommend it if you're staying in Hilo.

Typical american hotels, only black coffee and tea (sorry cows being milked so no creamer provided). no other amenities. Include breakfast but breakfast is banana bread, apple, oatmeal with raisin and juice. No protein. Very unhealthy. Seating is limited so better take it to the room to suck it up. Service? What service? Noted other travellers have souvenir like a water bottle at checkin. But i was not given one. May be i booked through trip.com The only good thing is near to the park and Hilo Bay…. But then there are other hotels near the Hilo Bay.