Quick Report Hilton Waikoloa

1   Not Recommended
September 20, 2002 by

 Map | 4 Reviews | 75% Recommended
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Hilton Waikoloa Village
 Map | 4 Reviews | 75% Recommended

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I wasn't disappointed in the resort - I would go back in a minute. I did have heightened expectations about upgrades and the like after reading the claims of other FT'ers, so was a little disappointed when I had to fight for just about everything. Trip was for our 25th. wedding anniversary, so following the good advice on FT I called the hotel directly to book our ALON award. I was told at the time that they were reviewing their upgrade policies and that an upgrade was "unlikely" based on only Gold status vs. Diamond, however they would enter the request for the executive level of the Kalia Tower. Well we all know what happened to the Kalia Tower. When it became apparent that the tower would be closed for our stay, I again called the hotel. (Wish they had an 800 number.) This time I was told that no upgrades were being guaranteed because of the reduced room availability. I tried writing a letter to the Assistant General Manager - also as suggested here, and received no response. Finally as our dates grew closer I faxed another letter. This time I got an email back confirming an "upgrade" to the Rainbow Tower. We arrived around 8 p.m. Our upgrade room turned out to be on the 9th. floor with no view, 2 double beds, smoking. I had a King, non-smoking confirmed. No one could seem to understand why I wouldn't be thrilled with this - after all it was in the Rainbow Tower! It took 30 minutes of negotiations with the front desk clerk running back and forth to check with managers (felt like buying a used car) to see what could be done. In the interim I was offered a mini-suite on the 2nd. floor of the Tapa Tower with a view into the Diamond Head Tower - also with 2 beds. With the flights and everything I had been up for over 20 hours by this time, so was getting a little annoyed. The overriding themes seemed to be that I was "Only Gold" and "What did I expect for nothing?" Finally we secured a room on the 5th. floor of the Alii Tower - king bed, non-smoking, with a lovely view into the pool construction. Did I mention both the main pools were closed for renovations? With this being their final offer and exhaustion getting the better of us, we took it. Had to ask for second breakfast coupon for my wife as well, as they were only planning to give one. Our problems were just beginning. The A/C in our room was broken - in the max "on" postition. The room was in what was described by Housekeeping as a "pickup" area, so no maid service was scheduled at all unless specifically requested. There were several other minor problems prompting us to seek out a hotel manager after breakfast. Finally we were moved on the second day to an ocean-view room on the 10th. floor. It was lovely and had many of the amenities we now realized our first room had been missing - including housekeeping service. All of this left us a little flat after hearing about the "01" rooms on the top floors of the Rainbow Tower with two lanais, etc., but we got over it. After all it was Hawaii!

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