What to expect
- Sleep Quality
Last 5 reviews
The hotel room/lanai need updating and refreshing. The lower floors have balconies and when you’re in Hawaii you do want a balcony or lanai. The bed was comfortable and room/bathroom was good size. AC worked great, micro, coffee maker and refridge in all rooms. Due to Covid there isn’t room cleaning or towel/linen service unless you ask for towels/linens. Most everything is contactless including food delivery from restaurant downstairs or any order you place for delivery outside of hotel. Everyone is quarantined to the room for 14 days unless you’re part of essential medical staff which is why I was there. The hotel will tell you that they are obligated to report you to the government if you are seen outside of your room and they mean it. The staff were excellent and did their best to accommodate for any special need. I was there for 2 weeks and requested cleaning supplies and vacuum which was delivered within 30 minutes.
VERY disappointed. The staff was very unengaged. Loud, rude guests, uncaring staff.
We got there and there was a water line break. They gave out bottled water, which was nice and they found a work around to get water back on pretty quick. The room overlooked the bay and the pool. The issues began as we left for dinner, there were bags of trash and just stacks of trash in the hallway. OK...COVID, I get it. They were still there when we returned over 3 hours later. The same issue repeatedly for our stay. They seemed to come around once a day to pick up trash. We noted repeated and numerous guests walking around without masks in the common areas, though 'required'. I brought this to the front desk attention and was tersely told they didn't have the staff to monitor mask wearing compliance. They make a big point of being 'clean' but evidently this isn't part of it, nor the trash in the halls. The pool closed at 9....well, kind of. There is no wall/gate to close the pool area. So people just did what they wanted, at ALL hours! Even at 3-4 AM!!! Security seemed lax or non-existent. They came at 9.20 telling people poll was closed, after I called. Some left, many didn't. The screaming of kids jumping in etc. made it impossible to enjoy the balcony that looked out over the bay. At 9.40, the guard came back, spoke to those still there, they ignored him and he left to return again in 15 minutes. Finally they seemed to get the hint, but only waited for him to go back to the front desk, then got back in. This happened EVERY NIGHT!!!! I'd avoid this place, though there aren't many choices here. It's a grat location, could be a great place, just needs staff who care about all the guests.
Relaxed Rest & Restoration
Before I even got there, Laura Ann at the Front Desk was making certain tht my personal needs were taken care of well. TY! It is so reassuring to have professional aloha--so completely talented yet also balanced by caring aloha. TYSVM!!!
Great Service, Good Location, Gorgeous View
The Grand Naniloa is located on the waterfront of Hilo Bay just a couple miles from the airport. Hotel has a pool, restaurant, gym, and a rental shack for kayaks/SUPs. Pool and restaurant were open, gym was closed (CV19) but was decent sized, had new cardio equipment, and a rack of dumbbells. Restaurant was good but had a limited menu and was on the pricey side. Becasue of 'the Rona' the staff and guests wear face masks while inside the building and housekeeping must be scheduled. I had no qualms about the cleanliness of the building and would bring my family back virus or not. The Grand Naniloa is an older hotel but has been beautifully refurbished, the age occasionally showed when the elevator took a bit long to reach us and the fire alarm was triggered. The best part of the hotel is the abundant aloha of the staff, Sierra was fantastic and made us feel valued and welcome for our stay! During our trip we had time to visit the black sands beach, South Point Park, Volcano National Park, Akaka Falls, and a day just to hang around Hilo.
This hotel is always one of my favorites while on The Big Island. But when my wife and I had to quarantine for 14 days they were truly put to the test. They treated us like family as always and made a rather difficult situation easier. If you are planning a trip to The Big Island please due yourself a favor and visit this amazing property as the "sense of place" here is truly magical and the Aloha spirit is alive and well with the staff! A BIG MAHALO to Terri Racine and her amazing staff!
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