If yes, click here to login.
BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company is a hotel.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Hilton Hawaiian Village LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Hilton Hawaiian Village LLC include:
- 6 complaint(s) filed against business
Factors that raised the rating for Hilton Hawaiian Village LLC include:
- Length of time business has been operating
- Response to 6 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20310542-01.
Type of Entity
Business ManagementMs. Tracy Walker, General Manager Mr. Jerry Gibson, Area V.P. Ms. Cynthia Rankin, Regional Director of Public Relations Mr. Pete Twyman, Regional Director of Finance
Hotels Convention Services & Facilities Health Resorts
Alternate Business NamesHilton Hawaiian Village
2005 Kalia Road
Honolulu, HI 96815 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (808) 947-7815 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: My husband I stayed at the Hilton Hawaiian Village for our anniversary and left disappointed. We stayed two over nights and during our stay we found that it was packed with people. This left long waits for the elevator unless we wanted to get on one over capacity like most others. We also walked to multiple pools and found a ton of empty chairs, but all of them were held which was against policy. It didn't look like anyone was enforcing the rule which left us without a place by the pool our entire stay. The over packed resort was a nightmare and we seriously left the resort to get most meals, drinks, and layed by the pool at the near by **** ***. I am diamond status and have stayed at Hilton properties many nights a month and haven't had issues. I reached out to the property asking if they would credit my points for the two nights used which would be 100,000 points and they declined saying they could offer 15,000. I feel the 15,000 isn't a fair and good faith offering. I would like to now ask that 150,000 points be awarded for the less than desiable stay and the hassle of having to file a BBB claim to come to a mutual agreement. Kindly, ****** *****
Desired Settlement: I would like to now ask that 150,000 points be awarded for the less than desirable stay and the hassle of having to file a BBB claim to come to a mutual agreement.
January 21, 2016
Mr. David M****, our Director of Rooms, spoke with Mrs. ***** yesterday afternoon (01/20/16) and they agreed to meet halfway, wherein Hilton Hawaiian Village will refund 50,000 of the 100,00 points used for the Oct 28 – 30, 2015 stay. We also upgraded M/M ***** to a 12 type (aka junior suite) in ******* ***** while they were here.
Mrs. ***** said she is satisfied with the outcome and we will purchase the points. Mr. David M**** also advised Mrs. ***** to allow up to 30 business days for the HH points to appear in her account.
Should you have any questions, or require additional information, please contact me directly at ***** ******** or at ***********************.
Hilton Hawaiian Village
|1/8/2016||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I stayed in that hotel from 8/11/15 through 8/15/15 (Room # **********). I left a ** bag in the safe and forgot to take it out when I checked out. The bag has many credit cards in it. Six days later, I called the hotel. I was told that when a guest is checked out, the housekeeping will check the safe. If it is locked, they will call hotel security to come and open the safe. A hotel staff checked the safe and told me that it was open with no bag in it. She also checked the record of Lost/Found Office and didn't see a bag was turned in. But how can this be possible? I am 100% sure that the bag was in the safe. The safe was locked. Whoever opened the safe should have my bag.
Desired Settlement: I want the hotel to investigate this incident and find my bag. Thanks.
This is our formal response to complaint ID ********. After the review of internal reports, we have the following summary:
I know that most likely I will not be able to get my bag back. Thank BBB for your help!
Problems with Product/Service
Read Complaint Details
Complaint: HHonors Number : ********** I had some problems in hilton hawaiian village. (I and my family were in Lagoon tower on May, 4th ~ 8th.) I had some problems in this holtel. And I claimed this problem to hilton cutomer service center. But anyone never solve this problem and they insisted that hilton's owner is diffrent for each hotel. So they have to solve this problem directy. We don't have to solve it instead of each hotel. Wow!! But hilton never solve my problem and ignore my message constantly.
Desired Settlement: Actually I did not receive any compensation for my problem. But hilton's employee absolutely informed me that their hotel's manager will compensate for my lost time. I can accept any compensation. Because I don't consider money or etc. I only get any compensation from hilton along with their customer service's policy. Thanks.
From: ***** ***** ************************
It was nice speaking to you this morning on the phone.
I just wanted to let you know that I spoke to the guest which is from Korea with a translator and the issues has been resolved. We do not have anything in writing since it was all done via phone.
Please let me know if you need anything further on this iisue.
***** ****** **** ***
Hilton Grand Vacations Club
Grand Waikikian Tower, Lagoon Tower, Kalia Tower, Grand Islander Tower
at Hilton Hawaiian Village
**** *** ***** ***** ********* ** *****
****** *********************** ** ***************
Read Complaint Details
Complaint: Being over charged on my card they call it a buffer I am sorry it took so long to complain deal with care of my in-laws. When we were in Hawaii we stayed at the Hilton Hawaiian Village I took my kids out for drink at one of their bars. On the menu it state very clearing about the extra charge if your table has six or more. We ordered a few rounds and closed the tab. The next day I ask my wife to check my account and she told me that I was charged an extra $21 dollars I talk to the manager and she told me she would get back to me I waited a day for an answer so I was told that Hilton always charges everyone what they call a buffer every time anyone charges. I told them I never heard of anything I like that so I stop charging and buy with cash. This happen on July 14 on my master card
Desired Settlement: That the practice of over charging or what they call buffing to stop
Business Response: Our system is configured to pre-authorize 25% above all credit card transactions to allow possible gratuities. This is only a pre-authorization. Once actual charges are settled, any unused authorization are released by the financial institution. This is not an overcharge, we apologize for the inconvenience and for the confusion. We are able to provide a scanned copy of the final settlement if Mr. ******** wishes.
Read Complaint Details
Complaint: Hotel rooms reserved in March were canceled 2 days prior to arrival. We reserved 3 rooms at the Hilton Hawaiian Village on March 23, 2013. The rooms were reserved for August 11 through August 16, 2013. On August 9, 2 days prior to arrival, the rooms were canceled. Calls to the hotel were not able to reverse this decision. We believe they were able to sell the rooms at a higher rate, and so the rooms that we reserved at a discount rate through ************* were canceled. We were rebooked at a different hotel by ************* without being notified or consulted by Hilton Hawaiian Village. The replacement hotel is not on the beach. We did not have sufficient notification time to rebook suitable rooms in a beachside hotel. We believe this is likely a common bait and switch tactic being used by Hilton Hawaiian Village, and are requesting that it be investigated.
Desired Settlement: We are requesting that Hilton Hawaiian Village refund us the amount we originally paid for hotel rooms at their establishment, a total of $4151.25.
Business Response: Initial Business Response /* (1000, 5, 2013/08/24) */ We are unable to locate reservations under the name of ****** *******. Are there other names we may check or are there confirmation numbers we may check? Mahalo Final Business Response /* (4000, 13, 2013/09/06) */ Mr. ****** is correct. The three reservations noted herein were relocated to the Modern Hotel, which is near the Hilton Hawaiian Village. The Hilton Hawaiian Village paid for all 5 nights for each of the three rooms at the Modern Hotel and will not be billing the third party utilized in the booking. Accordingly, any refund inquiries should be routed to the booking agent as they received payment. We apologize for the relocations and hope we have an opportunity to welcome the ******s on a future visit. Mahalo. Final Consumer Response /* (4200, 15, 2013/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Millions of people use travel agents or booking agents every year to make hotel reservations. It is the responsibility of the hotel to honor a confirmed, paid for reservation - not the booking agent. It is the Hilton Hawaiian Village that canceled our reservation 2 days prior to arrival, not the booking agent. We invested many days of research and planning and had over four thousands dollars invested in pre-paid reservations. The reservations were canceled without providing us sufficient time to recover our funds and make new reservations at a place of our choosing. I believe the Hilton Hawaiian Village is involved in an unethical business practice of overbooking their hotel rooms, and is involved in an unethical business practice of canceling paid reservations made through discount travel agents if they can rent the room for a higher rate.