We had a horrible experience at this hotel. Upon arrival, we waited nearly three hours for our room to be ready—even though all of our club teammates, who arrived up to two hours after us, were promptly checked in and given rooms. Every time we asked the front desk, we were told, “20 more minutes,” which turned into an hour and a half of waiting with no real update. We requested daily housekeeping services at check-in, but none was provided on the first day. When we inquired, they claimed it wasn’t noted and then assured us we were signed up for it moving forward. Yet again, the next day, no room service. I asked to speak with a supervisor, but no one ever followed up. While the location of the hotel is great, the customer service was seriously lacking. For the price we paid, the experience fell far below expectations. Honestly, I would have preferred to stay at an Airbnb for half the cost and likely better service. We have one more night and nothing would resolve this issue but want everyone to know there are better options in the area. I’m pretty sure a general manager will leave a comment apologizing and thanking me to help better them but with all the bad reviews it’s obvious nothing has been done

The location is fabulous. The hotel itself looks much better in pictures. There is no air conditioning. The staff is nice. They allowed us to change rooms. It is clean and sufficient but it is very rundown with mismatched, outdated everything. For the price, I couldn’t complain. - I just wouldn’t stay there “for the room”.

Luke at the front desk is just exceptional. I watched him juggle multiple tasks and difficult customers with ease, all while offering the most sincere grace and hospitality. I’d stay at Hilton more often if there was a Luke at every front desk. I sincerely hope Hilton has plans to promote him, as his ability to multi-task while maintaining a graceful demeanor is unmatched! Highly pleased overall with my stay here.

Dear Hilton Customer Service, I am writing to formally express my dissatisfaction with a recent stay at your Hilton property—Double Tree Banyan in Hilo, Hawaii—during the period of July 11th through July 13th, 2025. My husband and I unfortunately experienced an unacceptable level of discomfort and unprofessionalism that is entirely inconsistent with what we’ve come to expect from the Hilton brand. Shortly after checking in, we became aware that the individuals in the adjacent room were hotel employees. During our stay, we were repeatedly made to feel uncomfortable and judged for normal, reasonable behavior. This included having our television on at a low volume (level 4), opening and closing our door and safe, using the iron, and setting alarms on our phone to wake up for an early excursion. These are all standard activities for any hotel guest and should never be a source of complaint or scrutiny. We were particularly disturbed to overhear employees expressing their irritation with us for things as benign as the sound of our luggage or the fact that I, due to my anxiety and insomnia, occasionally awoke in the middle of the night. These private matters should not be of concern to hotel staff, much less discussed in a way that is audible to guests. The behavior of these employees was highly unprofessional and invasive. It culminated in overhearing valet staff speaking negatively about us as we waited to check out, further compounding our frustration and disappointment. My husband and I are long-time Hilton Honors members and have had countless positive experiences at Hilton properties worldwide. This stay, however, was a rare and deeply disappointing exception. We chose DoubleTree Hilo expecting the level of hospitality Hilton is known for, but instead left feeling disrespected and unwelcome. I hope Hilton management takes this complaint seriously and addresses the conduct of its staff at this location. We would also appreciate a formal response regarding this matter, as well as reassurance that steps will be taken to prevent such experiences for other guests in the future. Sincerely,
SF

The hotel is at a convenient location 10 minutes from the airport and less than10 minutes from downtown Hilo, with access to lovely beach alcoves both on property and nearby. The hotel is clean, and the bed fairly comfortable. The views were beautiful. These earned the two stars. The property is horribly outdated. The ceiling of my upgraded oceanfront view started leaking water within a couple hours of check in, creating a puddle on the floor (we were moved, but with no help and little apology). The elevator can be very slow. The front desk gives inconsistent and incorrect information about upgrades, and failed to relay our housekeeping-related request. Overall, the facilities feel decrepit and service is such that you don't feel welcomed. What a pity not to be able to enjoy yourself at such a lovely setting! I want to return to Hilo, but not to this hotel.