We were there over New Years on an award with our 19 yr old son. We got stuck in the Ocean tower, very small room with a roll away, and were charged $65 extra a night for son! If we wanted to upgrade, it was 6,000 points a night extra!!! We only used 8,000 points (booked when it was cat 4, 5th night free) a night to book it, so I thought it was a rip off! The hotel seemed very crowded, many small kids, (even double strollers!), at 10am I could not find 2 pool lounge chairs together, and the small beach was way too crowded for us!!! And I agree, the check in girl had a bad attitude when I politely asked about an upgrade! If hotel is not full, hopefully you will enjoy it more, but we will not return. We have been to several larger Hilton hotels in Hawaii over christmas, and never felt this crowded. Good luck