Hilton Guam Resort & Spa {GUM}
Jun 5, 2017, 12:59 am
#181
Join Date: Mar 2007
Location: CLE
Programs: UA Gold, HH Diamond, Marriott Gold
Posts: 3,659
At the hotel. It's dated. The lounge is mediocre: food is so-so, alcohol is served at cocktail time, but the white wine I got was not very good, there are signs saying if you take food away you will be charged. Parking. Oh my. All the close in spaces are reserved for taxis, and businesses and are often empty.
Was not upgraded. In the main tower (room I booked).
Shuttle is $15 one way (I asked). Visitor info says taxis from airport to hotels in this area are $15.
Roys (restaurant) is quite good.
Was not upgraded. In the main tower (room I booked).
Shuttle is $15 one way (I asked). Visitor info says taxis from airport to hotels in this area are $15.
Roys (restaurant) is quite good.
Nov 13, 2017, 9:46 am
#182
Join Date: May 2006
Location: Sydney, Australia
Programs: QF Plat, HH Diamond, IHG Platinum, JAL JGC Sapphire
Posts: 42
Just had a 3 night stay at the property and unfortunately it has really gone downhill significantly.
As a start, there were 11 of us staying at this hotel all coming to attend a wedding (chosen to stay at Hilton as per my recommendation from my 2 previous stays). I had e-mailed the hotel 4 weeks prior to sort out some arrangements, to advise them of our arrival details and also of some packages that I have sent to the hotel. I did not get any response from the hotel despite 3 chasers over a 2 week period (and also I found the e-mail of the GM and forwarded the e-mail over). Eventually I had to call up reservations to ask about this, and when enquired why I wasn't responded to on the hotel's official e-mail address, I was advised that they were "too busy" and did not have time to deal with this (great start).
We arrived at the hotel and were advised that we have been given a Premier Ocean View Room. I had checked the Hilton website before we arrived and see that the hotel was still selling rooms in higher categories, but the front desk agent did not offer me any other rooms at all. It took a few times asking and a lot of persuasion to get them to upgrade my room (but not for the night, instead for the night after onwards). What got better was that when we got up to the room, it was looking at the hotel drive way and had absolutely no views of the Ocean at all. Went back down to the front desk and the girl was like "oh I thought it was an Ocean view room" without any apology or offer to move us.
To be honest at this point in time I was very fed up with the hotel, fortunately later on I got to speak to Assistant Front Desk Manager Edward who tried to make things right by us, and try to move us to the right rooms and to accommodate our room arrangements as much as possible. If it wasn't for Edward's proactive service I would have already rang the Diamond desk to file a complaint immediately.
Also to note - we were eventually upgraded to a Tasi room (which is slightly nicer after the renovation, but still feels dated which is sad considering they have only just finished the renovation mid year) but a problem is that all the people manning the Tasi check-in (supposedly the premium wing of the hotel) were all staffed by trainees. Many of those trainees unfortunately have no customer service skills or just did not appear that they wanted to be there.
It was very sad to see the decline of the hotel from our fantastic stays 2-3 years ago to the state it currently is right now, and I hope Hilton will do something about it to make it right again as it has so much potential.
In short - if you were visiting Guam, unless you can pre-arrange anything with the hotel to ensure they can look after you (provided that they care about reading your e-mail in the first place), don't bother with this Hilton.
As a start, there were 11 of us staying at this hotel all coming to attend a wedding (chosen to stay at Hilton as per my recommendation from my 2 previous stays). I had e-mailed the hotel 4 weeks prior to sort out some arrangements, to advise them of our arrival details and also of some packages that I have sent to the hotel. I did not get any response from the hotel despite 3 chasers over a 2 week period (and also I found the e-mail of the GM and forwarded the e-mail over). Eventually I had to call up reservations to ask about this, and when enquired why I wasn't responded to on the hotel's official e-mail address, I was advised that they were "too busy" and did not have time to deal with this (great start).
We arrived at the hotel and were advised that we have been given a Premier Ocean View Room. I had checked the Hilton website before we arrived and see that the hotel was still selling rooms in higher categories, but the front desk agent did not offer me any other rooms at all. It took a few times asking and a lot of persuasion to get them to upgrade my room (but not for the night, instead for the night after onwards). What got better was that when we got up to the room, it was looking at the hotel drive way and had absolutely no views of the Ocean at all. Went back down to the front desk and the girl was like "oh I thought it was an Ocean view room" without any apology or offer to move us.
To be honest at this point in time I was very fed up with the hotel, fortunately later on I got to speak to Assistant Front Desk Manager Edward who tried to make things right by us, and try to move us to the right rooms and to accommodate our room arrangements as much as possible. If it wasn't for Edward's proactive service I would have already rang the Diamond desk to file a complaint immediately.
Also to note - we were eventually upgraded to a Tasi room (which is slightly nicer after the renovation, but still feels dated which is sad considering they have only just finished the renovation mid year) but a problem is that all the people manning the Tasi check-in (supposedly the premium wing of the hotel) were all staffed by trainees. Many of those trainees unfortunately have no customer service skills or just did not appear that they wanted to be there.
It was very sad to see the decline of the hotel from our fantastic stays 2-3 years ago to the state it currently is right now, and I hope Hilton will do something about it to make it right again as it has so much potential.
In short - if you were visiting Guam, unless you can pre-arrange anything with the hotel to ensure they can look after you (provided that they care about reading your e-mail in the first place), don't bother with this Hilton.
Nov 13, 2017, 12:08 pm
#183
Join Date: Jul 2011
Location: ONT
Programs: AA Gold, WN A-, UA S, HH ♦, IHG Spire, Hertz Prez O, TSA Disparager
Posts: 2,159
Just had a 3 night stay at the property and unfortunately it has really gone downhill significantly.
As a start, there were 11 of us staying at this hotel all coming to attend a wedding (chosen to stay at Hilton as per my recommendation from my 2 previous stays). I had e-mailed the hotel 4 weeks prior to sort out some arrangements, to advise them of our arrival details and also of some packages that I have sent to the hotel. I did not get any response from the hotel despite 3 chasers over a 2 week period (and also I found the e-mail of the GM and forwarded the e-mail over). Eventually I had to call up reservations to ask about this, and when enquired why I wasn't responded to on the hotel's official e-mail address, I was advised that they were "too busy" and did not have time to deal with this (great start).
We arrived at the hotel and were advised that we have been given a Premier Ocean View Room. I had checked the Hilton website before we arrived and see that the hotel was still selling rooms in higher categories, but the front desk agent did not offer me any other rooms at all. It took a few times asking and a lot of persuasion to get them to upgrade my room (but not for the night, instead for the night after onwards). What got better was that when we got up to the room, it was looking at the hotel drive way and had absolutely no views of the Ocean at all. Went back down to the front desk and the girl was like "oh I thought it was an Ocean view room" without any apology or offer to move us.
To be honest at this point in time I was very fed up with the hotel, fortunately later on I got to speak to Assistant Front Desk Manager Edward who tried to make things right by us, and try to move us to the right rooms and to accommodate our room arrangements as much as possible. If it wasn't for Edward's proactive service I would have already rang the Diamond desk to file a complaint immediately.
Also to note - we were eventually upgraded to a Tasi room (which is slightly nicer after the renovation, but still feels dated which is sad considering they have only just finished the renovation mid year) but a problem is that all the people manning the Tasi check-in (supposedly the premium wing of the hotel) were all staffed by trainees. Many of those trainees unfortunately have no customer service skills or just did not appear that they wanted to be there.
It was very sad to see the decline of the hotel from our fantastic stays 2-3 years ago to the state it currently is right now, and I hope Hilton will do something about it to make it right again as it has so much potential.
In short - if you were visiting Guam, unless you can pre-arrange anything with the hotel to ensure they can look after you (provided that they care about reading your e-mail in the first place), don't bother with this Hilton.
As a start, there were 11 of us staying at this hotel all coming to attend a wedding (chosen to stay at Hilton as per my recommendation from my 2 previous stays). I had e-mailed the hotel 4 weeks prior to sort out some arrangements, to advise them of our arrival details and also of some packages that I have sent to the hotel. I did not get any response from the hotel despite 3 chasers over a 2 week period (and also I found the e-mail of the GM and forwarded the e-mail over). Eventually I had to call up reservations to ask about this, and when enquired why I wasn't responded to on the hotel's official e-mail address, I was advised that they were "too busy" and did not have time to deal with this (great start).
We arrived at the hotel and were advised that we have been given a Premier Ocean View Room. I had checked the Hilton website before we arrived and see that the hotel was still selling rooms in higher categories, but the front desk agent did not offer me any other rooms at all. It took a few times asking and a lot of persuasion to get them to upgrade my room (but not for the night, instead for the night after onwards). What got better was that when we got up to the room, it was looking at the hotel drive way and had absolutely no views of the Ocean at all. Went back down to the front desk and the girl was like "oh I thought it was an Ocean view room" without any apology or offer to move us.
To be honest at this point in time I was very fed up with the hotel, fortunately later on I got to speak to Assistant Front Desk Manager Edward who tried to make things right by us, and try to move us to the right rooms and to accommodate our room arrangements as much as possible. If it wasn't for Edward's proactive service I would have already rang the Diamond desk to file a complaint immediately.
Also to note - we were eventually upgraded to a Tasi room (which is slightly nicer after the renovation, but still feels dated which is sad considering they have only just finished the renovation mid year) but a problem is that all the people manning the Tasi check-in (supposedly the premium wing of the hotel) were all staffed by trainees. Many of those trainees unfortunately have no customer service skills or just did not appear that they wanted to be there.
It was very sad to see the decline of the hotel from our fantastic stays 2-3 years ago to the state it currently is right now, and I hope Hilton will do something about it to make it right again as it has so much potential.
In short - if you were visiting Guam, unless you can pre-arrange anything with the hotel to ensure they can look after you (provided that they care about reading your e-mail in the first place), don't bother with this Hilton.
Dec 12, 2017, 7:02 am
#184
Join Date: Sep 2006
Location: ORD
Programs: United Plat 2MM, Hilton Gold
Posts: 2,727
I'm also heading out at the end of January. I was there maybe two years ago and had a much better time than you did. I found the staff at the Tasi side extremely enthusiastic (and younger than at the main hotel). I also got a nice personalized note from the GM with some sort of gift (fruit plate, maybe) in my room - as a mere Silver.
Feb 6, 2018, 1:27 pm
#185
Join Date: Sep 2006
Location: ORD
Programs: United Plat 2MM, Hilton Gold
Posts: 2,727
There and back. I had a much better experience than Kevin - very much like my last time. Booked a Tasi King, got a Tasi Suite, which was enormous. I don't think it was dated at all. Everyone was friendly and helpful. Yes, the staff was young, but they were quite competent.
Oct 11, 2018, 5:59 pm
#186
Join Date: Oct 2018
Posts: 1
Early saver BB rate in Guam
I'm considering reservation of TASI ROOM in Guam Hilton. The room provides acceess to TASI lounge and TASI lounge breakfast.
In the site, I could find early saver BB rate.
Does the breakfast mean normal buffet breakfast, not Tasi lounge breakfast?
In other words, in the reservation option, can we choose normal buffet breakfast or Tasi lounge breakfast?
Thanks for you.
In the site, I could find early saver BB rate.
Does the breakfast mean normal buffet breakfast, not Tasi lounge breakfast?
In other words, in the reservation option, can we choose normal buffet breakfast or Tasi lounge breakfast?
Thanks for you.
Oct 12, 2018, 1:31 pm
#187
Join Date: Nov 2010
Location: BNA/SAN
Programs: DL PM 1.5 MM , Hilton Diamond, Marriott Lifetime Plat
Posts: 754
Tasi wasn't there when I stayed a few years back. As it is being billed as a "hotel within a hotel" I'm not sure you would be able to get access to the primary property breakfast but would suggest you contact the hotel to be sure.
When I was there, I was given access to the Diamond lounge and the Tasi lounge sounds similar. Breakfast in the morning, high tea mid day and dinner snacks and drinks. While breakfast in the Diamond lounge was available. we could also eat in the buffett (and we did every morning. Really loved the different options).
If you don't get a response here, you may want to just contact the hotel directly. ([email protected]) That way you'd have something in writing should there be a problem after checking in.
When I was there, I was given access to the Diamond lounge and the Tasi lounge sounds similar. Breakfast in the morning, high tea mid day and dinner snacks and drinks. While breakfast in the Diamond lounge was available. we could also eat in the buffett (and we did every morning. Really loved the different options).
If you don't get a response here, you may want to just contact the hotel directly. ([email protected]) That way you'd have something in writing should there be a problem after checking in.
Feb 7, 2019, 7:02 am
#189
Join Date: Nov 2014
Location: London
Programs: BAEC Silver, M&M, HHonors Gold
Posts: 1,223
I stayed mid 2018 and hotel was overcrowded and tired, however I got decent sea view room which was standard reward and access to Executive Lounge for breakfast. I was told, I can't have free breakfast in main restaurant. I'm gold. They also changed my preference for breakfast, so I got points.
I would stay again using points, because location was good, free parking and decent swiming in the bay.
I would stay again using points, because location was good, free parking and decent swiming in the bay.
Feb 21, 2020, 3:14 am
#190
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,003
I was so happy to peruse this thread, encompassing the second half of my 19 years residing on Saipan. (In the early 1980s, I also lived 19 months on Guam.)
After a decade living on the mainland, I may be moving back to "gatbo na Islas Marianas".
I would so look forward to returning to the Guam Hilton (and Westin) again, and also checking out the Sheraton Laguna Guam Resort.
By the way, "tasi" means "ocean" in Chamorro.
Does anyone know whether the Guam Hilton charges a resort fee?
After a decade living on the mainland, I may be moving back to "gatbo na Islas Marianas".
I would so look forward to returning to the Guam Hilton (and Westin) again, and also checking out the Sheraton Laguna Guam Resort.
By the way, "tasi" means "ocean" in Chamorro.
Does anyone know whether the Guam Hilton charges a resort fee?
Mar 2, 2020, 12:04 am
#191
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,003
Sep 4, 2021, 12:29 pm
#193
Join Date: Jan 2004
Location: Golden, CO USA
Programs: UA 1K 2MM, Hilton Diamond
Posts: 764
Hilton Guam 2021 Update?
Any recent (2021) updates on this hotel? I stayed one night in 2018 and will be returning for a week in late January 2022 (hopefully) and considering a Tasi room.
DEN
DEN
Nov 7, 2021, 12:17 pm
#194
Join Date: Mar 2013
Location: GUM
Programs: OWE, *Gold, STE+, Globalist, Titanium, Spire, Diamond
Posts: 550
There are three wings in the hotel. Tasi>Premier>Main. But with the soft renovations at Main and Tasi, I would rank as Tasi>Main>Premier. The lobby area also received a soft reno in the recent years. Tasi guests used to get extra benefits called Tasi Reserve, but this seems to have died. Diamond members get breakfast at Islander Terrace, and access to the Tasi Lounge Cocktail hour. Premier Lounge is still closed as of now, but the Tasi Lounge is Grab-N-Go from 5pm-7pm. The Grab-N-Go option consists of one soft drink or beer, siomai, and a sandwich. It's nothing special tbh. You can also eat or hang out in the Tasi Lounge from 5pm-9pm. There's also a few Diamond parking spots near the main entrance, but these are usually full.
IME, the Hilton is the weakest Guam property on upgrades for loyalty members. You're guaranteed at least a one category upgrade, of what is operationally available. Meaning, if the hotel blocks (not sells) an entire room category, you're allowed to upgrade into the next avail category. So for a while, a Main Junior Suite could upgrade into a Tasi Suite. Upgrades to a suite are not common (relative to the local Bonvoy and Hyatt counterparts) and require a bit of rigamarole and manager approval. If you do. it will likely be in the same building (Main to Main Business/Junior Suite, Premier to Premier Suite, Tasi to Tasi Suite).
There's also soft blocking at the hotel for prearrivals. Meaning a room could still be booked directly, but not open to upgrades (even paid ones). I don't agree with this. However, if you can swing it, you can book the Tasi Executive Suite (as low as $417+11%) and if avail, get upgraded to the Presidential Suite (as low as $712+11%) which comes with 2Br with Main Bedroom essentially a Junior Suite, 2.5 Bathroom, Massive Dressing Room, full Kitchen, a Living Room, a Dining Room, and 3 patios.
Most would rank the Guam properties as Hyatt>Westin>Hilton>Sheraton while my preference is Hyatt>Sheraton>Hilton>Westin. Overall, the Hilton and the rest of Guam hotels continue to price higher than the product offered due to expensive labor and supply cost, and the significant portion of military guests that skew price insensitive.
https://www.hiltonguamresort.com/ and https://www.hilton-guam.com/ (use Chrome to auto translate) are great resources. You can find room layouts, dining hours, and even reserve seating/order online. If you have any questions, please lmk.
Last edited by ALGU; Nov 7, 2021 at 12:25 pm