Hilton Hotels in Honolulu

I got my flight delayed and missed my connecting flight. Ended up to the beauty pf Hawaii and this hotel. My stay was amazing! Beyond! The rooms are spacious and they gave me the most amazing view and corner room. Everything is within your footsteps! Every staff is lovely and helpful! The Guy Glenn was so helpful and the one responsible in my ridonkulously amazing room!

There was an issue that could have happened at any hotel, no matter how well kept or clean so I won’t write about that nor is it the reason for the poor score. It was how they addressed the situation or better said, how they failed to. I notified them of the issue and they couldn’t move me they said but they would call me the next day to try to move me. They didn’t call, I had to. They couldn’t move me still. I had to leave the hotel. A week into my two week stay. The front desk apologized but offered me no assistance in moving hotels. They said a manager would call to apologize. No manager called me. I called them and talked to a front desk supervisor, Mike. He said he would look into it and would call me back. He didn’t. I sent Mike a message. He didn’t return the call. I called again about couple weeks later as to talk to the hotel manager. Left a message on a voice mail. And guess what? They didn’t call me back. I called again and left a message on the general managers voice. The manager had a staffer, who was a former manager, call me. Nice enough, heard me out. He agreed with me that being ignored never feels good and they shouldn’t have done it. He offered me 25k points which I took to get off the phone. Hilton Diamond Desk wrote me and asked how I felt about the resolution. I told them I still feel bad because well, no one wants to be made to feel like a chump and ignored. They wrote back and literally only wrote back they they were sorry I was I unhappy. I’m a lifetime diamond and the first time ever complaining. I feel like when I needed assistance, this hotel really let me down. Don’t stay here not because the hotel isn’t ok enough. It because if something goes wrong they won’t help you. And if the hotel isn’t reading this, please don’t even respond with something like you are sorry because I don’t think you really are. Else it wouldn’t have come to this.