Hilo Hawaiian Hotel, Trademark Collection by Wyndham

I am writing to express my dissatisfaction with the service I experienced during my two-night stay at the hotel from 16 Feb to 18 Feb. Upon check-in on the first day, I clearly informed the front desk staff that I had made two separate reservations for consecutive nights. The staff confirmed that they had located both reservations in the system. However, despite this clarification, I encountered multiple issues during my stay that caused significant inconvenience. First, when I returned to the hotel late on the second night, my room key card did not work. My son urgently needed to use the restroom, so I immediately went to the front desk to request update a new key card. To my surprise, the staff informed me that I needed to present my credit card and ID again to complete a new check-in process. When I explained that my passport was inside the room, the staff refused to provide a new key card and instead offered to send a security guard to accompany me to the room to open the door. Upon returning to the front desk to complete the registration, I was also asked to pay a second deposit because of the separate reservations. I fail to understand why this could not have been arranged during my initial check-in on the first day. Since I was the same guest staying in the same room for two consecutive nights, why was it necessary to go through two separate check-in processes, pay two deposits, and present my passport twice? This lack of coordination and foresight caused unnecessary frustration and inconvenience, especially late at night with a child in urgent need. Additionally, I was disappointed to find that no housekeeping services were provided on the first day. When I returned to my room, the trash had not been emptied, the towels had not been replaced, and the room had not been tidied at all. This lack of basic service further detracted from the quality of my stay.

Our stay at the Hilo Hawaiian Hotel was a wonderful experience from beginning to end. The hotel's location on beautiful Hilo Bay is hard to beat, with breathtaking views of Coconut Island and Mauna Kea that made every morning and evening memorable. The grounds are beautifully maintained, peaceful, and offer a true sense of old Hawaiʻi charm. The staff was warm, welcoming, and genuinely embodied the spirit of aloha - especially the person who checked us in - amazing top notch service (with the except for the older lady at the Front Desk - who looks as if she may had been training a new team member - and made me feel as if I was a bother upon arrival) . Everyone else we encountered was friendly, professional, and eager to make our stay enjoyable. The rooms were clean, comfortable, and provided everything we needed for a relaxing visit. One of the things we appreciated most was the hotel's convenient location. It's just minutes from Hilo Airport, downtown Hilo, Liliʻuokalani Gardens, and an easy drive to Hawaiʻi Volcanoes National Park, making it an excellent home base for exploring the east side of the Big Island. If you're looking for a luxury resort with modern finishes, this may not be it—but if you appreciate authentic Hawaiʻi, incredible scenery, friendly service, and excellent value, the Hilo Hawaiian Hotel is a fantastic choice. We would absolutely stay here again and highly recommend it to anyone wanting to experience the true beauty and hospitality of Hilo.