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This website has information on Hawaii hotels’ COVID-19 health & safety protocols.

Our commentary on the Hilton Hawaiian Village COVID-19 Health & Safety Protocols

The State of Hawaii issued an emergency proclamation on November 23, 2020 requiring hotels to publish their COVID-19 Health & Safety plans and submit it to the state’s Hawaii Tourism Authority (“HTA”). Below is our commentary on each hotel’s COVID-19 Health & Safety Plans they way they appear on the HTA website so that guests and hospitality workers have a better understanding of these plans.

As of 1/5/21, the protocol document for Hilton Hawaiian Village posted on the HTA website was just two pages long. The first page refers readers to two other documents which are not on the HTA’s site but are made available through a link.

We looked at the document posted on the HTA’s website and the two protocol documents it links to on its first page, and considered those three documents together to be Hilton Hawaiian Village’s “protocols” for purposes of this critique. We found that the protocols did not include:

Any commitment to inform workers or hotel guests of COVID-positive cases among co-workers or other guests with whom they may have been in contact.
In fact, the protocols do not mention contact tracing at all.
Testing of employees or guests in any form at any time upon or after arrival at the property.
How paid sick leave for COVID-related issues will be handled.
Whether or not the employer will provide any PPE to employees or guests, and if so, what will be provided.

It is unclear from these protocols whether Hilton Hawaiian Village will use tools such as contact tracing, temperature checks, incentives for employees not to come to work sick or the provision of standardized PPE to promote public health.

Check the HTA site to see if updated protocols are posted.

Hotel Inspections

Hotel workers have been preparing for the reopening of the tourism economy by conducting hotel inspections. See our inspection reports below:

Do you work at the Hilton Hawaiian Village?

Leave a review below. Based on your observations, has your employer followed COVID-19 health and safety protocols? (e.g. is hand sanitizer and personal protective equipment provided? How much training did you receive on these health and safety protocols?)

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Furloughed Employee

Hilton Hawaiian Village reopened on December 15. At this hotel, Security Officers and Managers were routinly delivering Uber Eats and DoorDash to guest rooms while a majority of Bell Department employees were on furlough. Then, Hilton started to make Bellman deliver outside food and third party amenities to guest rooms saying bellman can do messenger’s job. What? Hilton may have thought they could get away with it, but hotel workers fought back. Union workers spoke out against job combo at the Bell Department and pressured the hotel to recall more workers. I heard a great news today that Hilton is finally bringing back our messengers to do the job that is rightfully theirs. Congratulations Hilton Bell Team for saving messenger jobs! Hilton union workers will continue to fight against job combo and against management doing our work. Well done!
2 weeks ago
NA

Quarantine guest should be put in one tower and in one floor only, management should put signs on quarantine floors and rooms for everybody’s safety.
- Job Title (e.g., server): Housekeeping
- Job Department (e.g., food & beverage): Housekeeping
2 weeks ago
Affron

The hotel will be reopening the main Tropics restaurant on May 14 instead of May 31st . The result of this victory is 92 laid off union workers will be coming back to work.

Also after much inspections of the property with little enforcement due to lack of security guards they brought back more security guards to help with the enforcement of the hotel rules such as mask wearing from the guest.
- Job Title (e.g., server): Shop steward
- Job Department (e.g., food & beverage): Culinary
2 weeks ago
Lydia Agustin

add more messenger
2 weeks ago
Anonymous

With all the hard work of Hilton Hawaiian village union members 68% of the Housekeepers been called to return to work and not gonna stop until we fully bring them all to get back to their job!!!! More way to go TEAM HILTON!!! Re-instate the daily room service!!!! This is our Job! This is our right!!!
2 weeks ago
Affron

Recently the hotel open the Hau Tree Bar for drinks, they open the Bar to take breakfast and lunch order that brought in a breakfast cook and a dinner cook, which added more workers to comeback to work after being temporary layoff for over a year, so a big victory for workers coming back to work. Prior to that the hotel open up the Luau for one day, and soon after it went to two days, and another day has been added, which means more cooks and pantry cooks are back at work, truly a much needed victory for other workers being also layoff for over a year. We must continue to keep up the fight until we get all of our coworkers back to work.
- Job Title (e.g., server): Asst Pantry
- Job Department (e.g., food & beverage): culinary/ shop steward
4 weeks ago
Cynthia

Hilton Hawaiian Village is a 22 acre property. It’s big and it needs the love and attention that it’s 1700 union employees have given it! The property has been neglected! There are several holes and large cracks in walkways, dying plants, dangerous hanging foliage, missing pool tiles, missing or broken stickers on clean rooms, termite droppings behind bars that are closed, yet in sight of guests, kitchens have been abandoned and are full of rust, soggy towels, droppings, have leaking faucets and in need of a major overhaul. The stairway to the employee cafeteria looks dirty and the stairs have literally separated from the wall, black stuff lines the bottom. The cafeteria and the locker rooms are clean. There is no manager on duty at desk by front lobby. If there is a problem they have to be called out? There are only 4 security guards on per shift for this huge property. They do not enforce guests to wear masks. I watched several security officers walk by guests without masks, nothing was said. Pool deck has signs and a hourly announcement to wear masks, it is not enforced. No Hilton food/bar outlets are open. This means no beachfront choices for meals or cocktails. No entertainment! No fireworks! Diamond members are given choices to go to non Hilton vendors? WHY? The employees of this hotel, have made this property the village that it is, the guests deserve to get the experience and aloha that comes with staying here and the employees deserve to be back to work, sharing their aloha and creating memories for all who visit.
The more employees that come back, the better the village will be.
Its a win win for all! Guests, employees, owners, management and reviews.
- Job Title (e.g., server): Server
- Job Department (e.g., food & beverage): Beverage
3 months ago
Concern

Hilton Hawaiian Village property
I used to say Im proud working at the hilton bec we are the workers that works very hard to make this company the number one hotel worldwide that makes the most money bec of us workers and during this pandemic they never give even a little tiny help for us as a workers nothing at all we cry for finacial situations all workers dont have Medical coverage hilton hawaiian village never hesitate to atleast give some help to the workers that work hard to make them rich . Im very prostrated.
I wall around the property I notice Taba bar area those small tables with 4 chairs are very close to each other theres no 6ft distancing it shld only have atleast 2 chares in each table or just 1 chair each table and also the Cafeteria two big trash can near the coffee area dont have cover so disgusting were talking about safety issues here. Need more hand sanitizer in the cafeteria by the bread section
- Job Title (e.g., server): Housekeeping
3 months ago
1. Anonymous
  
  Managements are not allowing workers to spread out 6 feet in between at the front desk. When i brought it up to our managers, they said “according to CDC…only 3 feet apart only.” I took my measuring tape and try to measure, between 2 front desk agents at Grand Waikikian in Hilton Hawaiian Village, it was less than 3 feet apart!!! If we don’t have social distancing, that means guests who are being checked in is less distance than what is required by CDC!!! By the way, NO DIVIDERS EITHER!!! 🤬🤬🤬
  - Job Title (e.g., server): Guest service agent
  - Job Department (e.g., food & beverage): GSAVO
  2 months ago
Concern

Hilton Hawaiian Village property
I walk around tapa bar
and notice the table and chairs in tapa bar area doesn’t have 6ft distancing the square table has 4 chairs very close to each other and the cafeteria the two big trash can near the coffee area dont have cover at all
3 months ago
Luana Hopkins

Aloha, I am so disappointed and
embarrassed of the way our beautiful
HHV hotel reopened on December 15, 2020.
Hilton Employees from most Departments were ready and willing to work hard with
Hilton Hotel Management to present a safe, decent and proper reopening to meet the needs of all their hotel guests.

The Hotel should NOt have OPENed
IF it was NOT READY.
- Job Title (e.g., server): Front Office Clerk
- Job Department (e.g., food & beverage): Front Office
3 months ago
Luana

Aloha, I am so disappointed and
embarrassed of the way our beautiful
HHV hotel reopened on December 15, 2020.
Hilton Employees from most Departments were ready and willing to work hard with
Hilton Hotel Management to present a safe, decent and proper reopening to meet the needs of all their hotel guests.
“To fill the earth with the light and warmth of Hospitality”
- Job Title (e.g., server): Front Office Clerk
- Job Department (e.g., food & beverage): Front Office
3 months ago
Atsumi

The Covid crisis has exposed the shortcomings of leadership at the Hilton Hawaiian Village. It has been nearly 2 months since the reopening of the hotel, yet the employee cafeteria continues to lack adequate meals for employees, both in terms of quality and quantity. Literally, Hilton leadership has chosen not to provide proper food to its team members on their lunch break. It is very, very sad, to learn that Hilton Hawaiian Village continues to neglect the well being of own employees during this pandemic while promoting so-called Health and Safety Protocols with limited PPE such as in housekeeping supplies, inadequate staffing in every department, not to mention a grossly increased stress level team members are subjected to on a daily basis – Hilton does not appear to be interested in protecting front-line workers and reducing the risk of exposure or ensuring guest experience as much as they are interested in self promotion. Contrary to what Hilton displays on the website and elsewhere, team members are not feeling safe at work. How does Hilton intend to deliver the promise of helping ” guests enjoy a cleaner and safer stay from check-in to check-out” when employees are not feeling safe at work? And how does that help keep Hawaii safe? I have spoken to several guests recently who shared how disappointed they were in what is being offered to them. I am quite embarrassed.
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Office
3 months ago
Raymond Fajota

Hearing from guest and fellow members, rooms are not completely clean, not enough bellman, no Hotel restaurants open, pool with the slides are closed. Not a good experience.
- Job Title (e.g., server): Supervisor
- Job Department (e.g., food & beverage): Front Desk
3 months ago
Brian

Need to have more staff on duty.
3 months ago
Sachiko Hiramoto

Education for safety against COVID 19 is quite well done

Opportunities for workers to wash hands frequently, fresh and safe drinking water, protecting workers against the guests contacts must be improved on the HGVD side of the Front Office. Also to protect our guests, disinfecting of the credit card devises and accuracy of the “room ready” with the safety seals are desired to be improved
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Office at HGVC
3 months ago
Anonymous

I feel that HHV was not prepared for reopening. We need to implement social distancing, we need to open up our restaurants and bars to accommodate our guest, and housekeeping to have adequate rooms for guest that are arriving. We shouldn’t have to explain or have excuses for our guest when these complaints are simple fixes. Bring back the workers who know how to make things right!
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front office
3 months ago
E

went to get stuff on property, everything looks ok, dirty rooms sound believable, snice its been sitting for so long, and yes i agree f&b should be reopened partially
3 months ago
Lois Tanaka

Hotel definitely was not ready to reopen. Rooms weren’t ready ,food and beverage outlets aren’t opened, guest aren’t getting daily maid service, guest are dissatisfied with the lack of amenities and lack of concern from management. Working for the hotel for many years I’m concerned that we aren’t giving our guest the best experience they deserve.
- Job Title (e.g., server): Server
- Job Department (e.g., food & beverage): Food and Beverage
3 months ago
Donna Prosch

Been working intermittently since the week before Christmas, from the
beginning there was little guidance, and alot of chaos- that could’ve been avoided with more foresight and preparation for reopening. Management seems to think that signage is enough to make guests comply with the rules , but this is not the case! There is no enforcement of mask wearing at the pools although there are signs everywhere! There are ot enough employees on property- including security to maintain order or cleanliness of a property this size! Some guests that are “quarantined” are not staying in their rooms, and have even come back to the Front desk! I have repeatedly told managers that signage is a thing of the past-and to put instructional video screens in the main lobby -to no avail. Our Hilton owned restaurants should be opened -as the beach and the views are a big part of why they choose to come to us in the 1st place! Frequent Hilton Honors members are not being treated special…if this continues we may lose their loyalty. At the very least, they should open an Honors Lounge that is staffed and providing them with set continental breakfast with the option to go to the vendor side to eat instead. It brings a measure of shame to us that are working….to not be able to provide what is expected of us.
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Office
3 months ago
Ed

HHV continues to deny guests paying big money the genuine Hawaii vacation experience of having a Mai Tai at sunset in a nice restaurant on the beach. Most are not aware of the lack of services until they actually arrive. Open up more Hilton food and beverage outlets!
- Job Title (e.g., server): Food & Beverage
3 months ago
Affron Herring

It’s been plenty of weeks since the reopening of this amazing hotel and still there are no restaurants open to feed our returning guest. As a cook I have been trained to serve the people with the skills of cooking, so me sitting home and not working robs the guest of their opportunity to enjoy their experience of the awesome cooking that they have come a custom to. Some people look forward to dinning at Tropics Bar & Grill or Rainbow Lani buffet, or our awesome luau, or getting a quick snack at wikiwiki . Instead they must order takeout from a outside vendor, or leave the comfort of their hotel and travel off the property to find something to eat. What ever happen to being able to stay in your room and order takeout from Tropics like their famous Tropics Burger, or one of their awesome salads that I enjoy making for the guest. Guest come from all over the world to eat at Tropics and it’s closed. Did you know that our Tropics at the village is the #1 money maker for the Hilton Brand World Wide. THE GUEST deserve to have better service from our Hotel. Especially since we are a High Touch Resort. We just want the opportunity to do what we are called to do in this hospitality industry which is to serve , because Jesus said he come to serve and not to be serve. That’s the same example that we decided to do when we step up to be in this type of service work. So I really hope and pray that the hotel reopens our eating outlets so we can do what we are called to do.
- Job Title (e.g., server): cook
- Job Department (e.g., food & beverage): FOOD PREP
3 months ago
Anonymous

This hotel didn’t prepare ahead of time. My first day of work was very hard . I did the touch up and the rooms are so dusty, lanai are full of birds dropping, beddings wasn’t changed and the worst are the toilet bowls was so dirty and have lots of blank stains even we scrub it couldn’t come off. So I didn’t released all of the rooms . Then about 12:00 pm guests were coming in .
- Job Title (e.g., server): Housekeeping
3 months ago
Annonymous

Need more signage and flexiglass on the counter more safe and prevent the spread of the virus.
3 months ago
Anonymous

Hilton should let their employees stay there to better understand the guest experience all the way from arrival to experiencing amenities and all the way to departure.
We should have bentos with real food for lunch/dinner break.
We shouldn’t be charging employees for parking right now.
Rooms need to REALLY be inspected and cleaned.
Common areas like the Garage stairwells should be painted and repairs should be done as should you be hiring back more maintenance to do so.
Guests and non guest should be able to enjoy a maybe smaller menu from Tropics just to see how it goes and maybe our Tapa Bar can open 11a-7p beer and wine only.
We need something now! We need our F/B teams back and more maintenance men to do reapirs in this down time. Come on Debi, you didn’t get the title “Outstanding General Manager of the Year” on your own honey! Get off your hands and move, hunker down, dig in your heels and fight for us not against us! Lead us and we’ll get our Hotel back to where it has the potential to be! Amen
4 months ago
Jun

Long Wait to check in ？ No bell service？ No room cleaning service? No food service?
- Job Title (e.g., server): Gsa
- Job Department (e.g., food & beverage): Front desk
4 months ago
Surapee Sartrapai

Totally understand that occupancy is low but once hotel decided to open for the business then the services and Aloha got to be there! So with limited employees there not enough services and just having a room and beach isn’t how we became best of the best! We have to give the great package of Aloha! How can you sell clean stay when the guest can’t even have room clean daily?!? Most guests that asked me for service requests told me “I’m on Vacation I didn’t know I’ve to request to have room clean” Most don’t listen or read as they’re on Vacation, they want one on one Personel touch and it’s why we hear their complaints all the times at our Desk! If anything COVID 19 is teaching us to be cleaner all around, take better care for the land and be kinder to al! Time to clean up all area of the property so sad when the guests tell me your hotel look so run down! Let’s bring the spark and liveliness back to our village, home away from home to so many! Doesn’t hurt to have good Hawaiian music in the Lobby areas either! Got to give our guests the beautiful feeling of being in Hawaii…..Let’s give a real Aloha to our guests! Great memories will always make them return, building business not just for today or one time stay but forever…….Aloha!
- Job Title (e.g., server): Supervisor
- Job Department (e.g., food & beverage): Front Services
4 months ago
Ruby R

The hotel was never ready to open. Safety is lacking and enforcing wearing of mask lacking. I walk the property once after a few days of its opening and guest at the pools were not wearing mask. I understand if your in the water but as you are sitting there wear the mask. The hotel should do better if keeping the guest and its employees safe by enforcing wearing the mask on property.
Also the cleanliness of the hotel is not the same. It was close for several
Months but atleast do the up keep of how it was before the pandemic. It puts a bad image for the hotel not even have its restaurant open.
- Job Title (e.g., server): Housekeeper
- Job Department (e.g., food & beverage): Housekeeping
4 months ago
Jay

Very poor conditions since opening-

Lack of maintenance around property.
Lack of work force to ensure hospitality
Lack of direction from general management. Lack of quality. Lack of cleanliness.

given its past performance/reputation, truly sad to see what this property has become.
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): FRONT OFFICE
4 months ago
Anonymous

Guests will continue to complain about the absence of a nice restaurant where they can have a Mai Tai at sunset as per their expected Hawaiian vacation as long as the Hilton flagship restaurants remain shuttered. The profitability factor of those restaurants should be weighed against the larger damage caused by lack of market share caused by negative re views in the short term.
- Job Title (e.g., server): Cook
4 months ago
Anonymous

While I appreciate that they’re slowly bringing in employees to work, it is not at an ideal rate where guest service is at to even meet minimum standards. Posted ongoing reviews everywhere since reopening looks like a joke and is an absolute embarrassment. Clearly, the hotel wasn’t ready or is just not willing to do more to improve service.
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Michelle

Hilton Hawaiian Village was not ready to reopen. With the lack of direction and minimal safety protocols puts employees at risk. The least staffing was scheduled for what is supposed to be an welcoming reopening. Despite Covid-19, guests return to celebrate their holidays with us and it was disappointing. From overworked employees to approx 2 hours of wait time to check into dirty/non functional hotel rooms (no hot water, broken tv, hair and crumbs on carpet, broken seal). It was also an major disappointment to the guests that the hotel owned restaurants were not open and the pools were not set up properly to social distance. There were not enough staffing to enforce rules and direct traffic. Hotel did not have a strict standard operating procedure for positive/quarantine guests. They can walk freely in the hotel and no one would know about it. If they are caught, there are no consequences. This is very unsafe for the employees and the other hotel guests. All these issues have created unsatisfied guests and unhappy employees. If the hotel took time to better prep the reopening with more staff and planning involved, it would of created a better experience for everyone.
- Job Department (e.g., food & beverage): Front office
4 months ago
Brian

If Hilton would only staff more people they wouldn’t hear the problems they are running in to now with guests, and rooms.
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front desk
4 months ago
Anonymous

It seemed I can’t proceed without giving a rating. HHV doesn’t deserve a star rating right now.
They’ve opened last December 15 and it’s showing they’re not ready. Understaffed made unsatisfactory experience immediately to guests staying in the property. Long wait at the lobby for check-ins, nobody assisting with luggage’s, nobody directing traffic/directions, lack of control in social distancing, no Hilton own restaurant open, room conditions not by standard and maybe a lot more. Hilton have lost their high standard in hospitality.
It’s obvious what they need to do. You want business? Deliver what your guests deserve! Bring back your employees!
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Anonymous

It seemed I can’t leave a comment without giving a rating of 1 star. Hilton Hawaiian Village right now doesn’t deserve a star rating. They’ve opened the Hotel understaffed which leads to the frustrations of guests staying in the property and my unfortunate co-workers dealing with all angry after angry guests they come across with. This isn’t the standard of Hilton in check-ins! Frustrated guests also has to deal with their luggage’s with no help from a bellman. Hungry guests needs to wait long time for their food delivered to their rooms as theirs less staff to do the jobs and No Hilton Restaurant is open to cater for the guests needs. More complaints from guests just checked-in for the unsatisfactory conditions of rooms (eg dirty, maintenance issue). Noticed as well as people not doing social distancing. HHV needs to be more strict in imposing the 6ft distance. Come on HHV?! Wake up! Bring back your employees! It’s so obvious you need reinforcement from your employees.
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Anonymous

If I could give zero stars, I would. I’m very disappointed in how the reopening was handled. It is extremely embarrassing to discover that the hotel is dirty, the staff levels are low compared to the extra work that needs to be done, and the hotel execs seem to not care at all. How sad!!! Number one hotel? sure…
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Office
4 months ago
Tpang

The Hilton Hawaiian Village need more staffing in all area through out the resort.
Hotel owned and operated restaurants need to be opened especially the Tropic and Tapa Bar as many guests had complained during their stay. They expected a full service experiences, not Uber Eat type of vacation but dine in and enjoy the scenery as they used to in the past.
Resort need to be more strict and follow safety protocol on social distance, mask mandate since guest walking around property and group gathering without masks.
The resort introduced “Safe stay” but plenty of guest complains (almost everyday) regarding to check in into a dirty rooms, hairs found in the room/bathroom/tubs, etc, trash in trash can, etc.
Major improvement in Housekeeping Department, staffing and trainings need to be considered.
- Job Title (e.g., server): Front Office Supervisor
- Job Department (e.g., food & beverage): Front Office
4 months ago
Tony S.

Hilton Hawaiian Village (Owner: Park Hotels & Resorts / Management: Hilton Worldwide) opened last month on December 15th, 2020. What do you think the experience was for the guest(s) and more importantly, the employee(s) who represent the hotel. I recommend you to take a look @ Trip Advisor Review(s) from the guest(s) perspective (Credit: Trip Advisor).

Link – https://www.tripadvisor.com/Hotel_Review-g60982-d87016-Reviews-Hilton_Hawaiian_Village_Waikiki_Beach_Resort-Honolulu_Oahu_Hawaii.html (Filter – Traveler Rating : Average, Poor, and Terrible, Time of Year : Dec-Feb (adjust if you need to), Traveler Type : All, & Languages : All). How do you think the hotel is handling guests and the employees?

I wanted a “visual” for myself instead of hearing it from the workers who returned to work. Hearing it is one thing but visually seeing it is another thing. It is unfortunate how the property is not well-kept (clean), rooms not being cleaned, maintenance problems not done in the rooms/property, limited number of workers in all dept. areas, proper contact tracing, social distancing, mask-wearing, COVID-19 testing, hotel restaurants closed (however – 3rd party owned restaurants are open) and etc. The hotel closed back in April 2020 and opened December 2020. We tried to be engaging w/ the hotel to properly reopen but communication has been challenging and unsuccessful. Is this how we want to be represented in the hospitality industry in Hawaii? What about the other hotels that did reopen properly? Let’s bring back more workers/services/amenities and get things back on track!

In the end, you have to spend money to make money.
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Office
4 months ago
Lynn Kaaihue

Safety is first! For everyone!
Wear Mask! Wash Hands! Social distances!
Temperature is taken at security before entering any buildings! Before your shift! For everyworker!
At the front desk we have
Gloves! Lysol wipes!Mask!
We have a plexiglass which separates us from the guest!
But not all stations have it!
We have speakers too talk too guest but it’s too loud and can’t hear guest or guest can’t hear us!
Challenge for us all is the
Education of Quarantine Code! Guest said they show it at the airport! Why do I need too show it to the hotel!
Scanning is done at airport!
Hotel we have too walk guest thru email and go to The Hawaii Safe Travel for results this take time and frustration! Once the guest
See’s the result they are put at ease and have a better understanding! Why we need too see the Q R code’s!
Our quarantine floor’s should have HPD to enforce rules too the quarantine breakers! Because they
Come down too the desk!
Where is our protection!
I know we need too have our restaurant back and running! Our guest are hungry and thirsty!
I’m greatful too be back too work! We are working hard and safe for we have families too go home too!
We will get thru this!!
Bring back everyone for each and everyone of you matter!! Please Be Safe! God Bless! Mahalo & Aloha
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Lynn E

I used to be proud to say I work at the Hilton Hawaiian Village. But now, seeing how they opened up the resort after being closed for over 9 months is atrocious. It is unacceptable for the guests and employees. To have a manager say (just reuse your Lysol wipe) ? Their clean stay program is a joke. Seems like someone just went around and placed clean stay stickers on the doors without even cleaning or even inspecting the room. I cannot believe how the property looks so run down. There is hardly any security around to prevent homeless people from squatting. The lagoon is filthy like the Ala Wai canal. I feel terrible for my fellow employees that had to deal with angry guests complaining about the quality of their rooms. All it takes is for one of us to get sick and the whole front desk would need to be quarantined. HHV needs to shut down again and open up the right way. Have the property be up to par for guest to come back. Reopen HHV restaurants and bars. Guests go through a lot just to get to Hawaii with covid testing and everything. It is an embarrassment now to say I work at Hilton Hilton Hawaiian Village.
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Office
4 months ago
Jay

I have had the opportunity to be able to come on property to see certain things that I had only previously heard about. To my dismay, I witnessed the situation in the lobby. There was an abundance of signage but not enough staff.. the hotel seems to be going with the stance that as long as its posted, that people will read, and abide by what is written, rather than having the adequate staffing to allow a well communicated seamless check in check out experience. Regardless of the limited staff, those that are working are doing so with the utmost professionalism and care. Speaking with those that have been working full shifts; in addition to having to take the time to properly advise guests of all the need to know information at check in, wait times are delayed and slowed, because rooms are not up to par and disrepair despite the fact the property was vacant and should have had adequate time to make sure that when opened, that everything was at hilton standard. Hopefully with the reviews left by guests as well as this site, the hotel will look at adding personnel and services to guests, to allow for consumer confidence to return to hawaii and our property. I have faith that our property can be on the upswing to assure a more efficient, pro safety, clean and positive atmosphere
- Job Title (e.g., server): Gsa
- Job Department (e.g., food & beverage): Front office
4 months ago
Concerned

Pre-Covid, Hilton Hawaiian Village was the property to go with its 22 acres, restaurants, bars & pools. Excitement awaits. Post Covid, according to hotel’s GM, “..we are ready to open”. They opened Dec 15, 2020. Hilton’s housekeeping protocol is to attach the Clean Stay Seal after the room is cleaned. Since reopening (with several days of working), I wouldn’t recommend Hilton Hawaiian Village to Friends or Family! Guests’ have complained about the lack of services on property: Lack of Landscaping, Moldy pond water, No Hilton owned restaurants, No daily housekeeping service, long lines to check in or ask a question (worst than Disneyland). Hilton Honors Diamond guests’ felt cheated, didn’t feel the ‘WOW’ factor Hilton is known for, didn’t feel the Diamond Status one deserves. Hilton Hawaiian Village’s website is misleading. It should be revamped, indicating what ARE opened! The hotel should’ve allowed its employees stay on property first before reopening. The kinks could’ve been solved. Mgmt had 8 months to work on reopening. It doesn’t take 8mos to put up plexiglass at the front desk, nor does it take to train a housekeeper to service a room. Hotel was NOT prepared to open. Lack of Staffing in ALL areas proved significant results in guest’s dissatisfaction. Paying over $400 dollars for what? A bed & 4 walls. The GM should resign for this horrendous appalling disgusting way of treating hotel guest’s who paid lots of money to come to Hilton Hawaiian Village.
- Job Title (e.g., server): Hotel Worker
- Job Department (e.g., food & beverage): Front Office
4 months ago
Tien

The Hilton Hawaiian Village need more staffing in all area through out the resort.
Hotel owned and operated restaurants need to be opened especially the Tropic and Tapa Bar as many guests had complained during their stay. They expected a full service experiences, not Uber Eat type of vacation but dine in and enjoy the scenery as they used to in the past.
Resort need to be more strict and follow safety protocol on social distance, mask mandate since guest walking around property and group gathering without masks.
The resort introduced “Safe stay” but plenty of guest complains (almost everyday) regarding to check in into a dirty rooms, hairs found in the room/bathroom/tubs, etc, trash in trash can, etc.
Major improvement in Housekeeping Department, staffing and trainings need to be considered.
- Job Title (e.g., server): Front Office Supervisor
- Job Department (e.g., food & beverage): Front Office
4 months ago
Jacqualyn Cuban

At the opening of Hilton rooms were not ready and clean to be occupied. Guest coming back down showing pictures of their room being filthy with food splattered left in microwave, sticky floors and counter, trash left bundled up on floor, and the odor was “very pungent.” The hotel had nine months to prepare to re-open but weren’t., and placing the “Clean Stay” sticker on entry door is quite embarrassing. Not enough security to cover the property; there was one night I worked a graveyard shift and only two security officers working, one in dispatch to watch the monitors and the other running around the hotel tracking down the undesirables. Team members making excuses for Corporate Management all day long to our Guests’, and its getting exhausting.
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Office
4 months ago
Anonymous

The reopening of The Village was poor, it is a learning experience for everyone! Restaurants & Bars need to reopen – $$$ is being given to outside businesses!
Rooms are not properly checked, they are dirty, dusty, ac filters dusty etc with the Blue Seal slapped on.
Front desk agents are berated, chastised, scorned, condemned for what could’ve been avoided if the hotel listened to their employees on how to properly open up. We are now in “clean up” mode, to dig our name out of the mud to put back the name of pride & satisfaction back into the Village, our Ohana! We need more employees back in all departments to make this happen!
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Joanne

While many hotels in Hawaii spent time renovating or doing repairs, HHV did nothing. Long overdue Tapa Tower renovations should have been completed during this time. It was destressing to watch the few associates working under already difficult circumstances, have to deal with multiple guest complaints of no one answering the phones, no hot water, amenities not being delivered for 2 days, waiting in line 20 minutes even though hotel occupancy is very low. While all the outside restaurants were fairly busy, ours remained closed and workers unemployed? Very sad to see.
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Rebecca

The Hilton Hawaiian Village was vastly underprepared for reopening. Social distancing is not being enforced. The restaurants need to be reopened for our guests!
- Job Title (e.g., server): GSA
- Job Department (e.g., food & beverage): Front Office
4 months ago
Anonymous

Rooms need to be rehabbed as well as other utilities on the property. Reports of water issues that existed years ago, persist today and are absolutely unacceptable. One should be able to shower during their stay. The product should be up to par. Cleanliness is imperative, especially during these uncertain times. There have been numerous problems with this in not only guest areas, but behind the house. I fear an unsafe environment with unsafe conditions, and that is highly concerning to me as I have underlying conditions. There’s also been reports of guests not wearing masks, not social distancing, quarantine & possibly positive guests coming down to the desk to interact with employees. The lack of enforcement or security presence in high traffic guest areas makes things unsafe amidst a potentially deadly virus in my opinion.
- Job Title (e.g., server): Front Desk
- Job Department (e.g., food & beverage): Front Desk
4 months ago
Soohee Baek

Hilton hawaiian village needs to be more strict on social distancing, and follow safety protocols. There have been a lot of reports guests not following social distancing taking elevators, multiple people coming to front desk at the same time and trying to check in, and some guests not covering nose wearing a mask etc.
Also we need to provide better service for guests , hilton owned restaurants need to be opened and need more workers in all areas , short staffing shows lack of service.
- Job Title (e.g., server): Guest service agent
- Job Department (e.g., food & beverage): Front office
4 months ago
Lawrene Kanoa

The way the Hilton Hawaiian Village opened was embarrassing. Rooms not cleaned, toilet rings, dehydrated roaches, long lines at the Front Desk and no Hilton owned restaurants open.
Seeing my friends and coworkers dealing with guest upset cause of the waits and the dissatisfaction of the service and room
conditions.
Hawaii is known for the hospitality and the Aloha Spirit. Also to make sure people have food to eat. Only the Rainbow Bazaar vendors are open. They are out of the way not in an ideal location like our hotel owned restaurants.
If the hotel met with our workers to be proactive about the opening, things would’ve ran smoother. Now we are in a reactive mode to fix things. We don’t want to lose the market share for hotel rooms due to the reviews on Trip Advisors, etc.
- Job Title (e.g., server): Guest Service Agent
- Job Department (e.g., food & beverage): Front Office
4 months ago
Brian

The reopening of Hilton Hawaiian Village was a horrible experience. Watching the team members struggle and do their best to do their jobs while being berated by guest for mistakes and issues that could have been prevented if the hotel listened to their employees. The maintenance, housekeeping, and social distancing issues that could have been prevented is just shameful! Im embarrassed to say I work for the village. Theres no hilton owned food and beverage outlets open, and almost no amenities. The once great reputation we had is now gone.
- Job Title (e.g., server): Front office supervisor
- Job Department (e.g., food & beverage): Front office
4 months ago

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