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Reviews of CASTLE Hilo Hawaiian Hotel

3.5 out of 5
CASTLE Hilo Hawaiian Hotel
71 Banyan Dr, Hilo, HI

Reviews

8.4

Very Good

Rating 10 - Excellent. 468 out of 1013 reviews" "
Rating 8 - Good. 316 out of 1013 reviews" "
Rating 6 - Okay. 144 out of 1013 reviews" "
Rating 4 - Poor. 48 out of 1013 reviews" "
Rating 2 - Terrible. 37 out of 1013 reviews" "

8.2/10

Cleanliness

8.6/10

Staff & service

7.8/10

Amenities

7.8/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

8/10 Good

Mark Patrick

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I stay at this hotel every time I go to Hilo. Very close drive from the airport. Beautiful park surrounds the hotel. Very convenient to downtown Hilo and shops to the south. Great service from staff and convenient parking also free wifi. Highly recommend the location when staying in Hilo
Stayed 4 nights in Apr 2024

8/10 Good

vernon

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was exceptional, nice breakfast, everything worked,hot water, laundry area, view in area is exceptional, quickly moved me to another room was across from elevators one elevator door was making noise as they passed and children getting off screaming.Next room quiet
Stayed 4 nights in Apr 2024
Response from KK on Apr 25, 2024
Thank you, Vernon, for your comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Dawn

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only minor thing is one free breakfast box per room per day no matter how many people are staying in the room. Otherwise the grounds are beautiful and the attached restaurant has great staff with great food. Service is fast & food is delivered fast. The location is great for doing things on that side of the island. I would definitely stay there again.
Stayed 2 nights in Apr 2024
Response from KK on Apr 24, 2024
Thank you, Dawn, for your comments, we appreciate your feedback. mahalo for choosing the Hilo Hawaiian Hotel

6/10 Okay

Songx

Traveled with family
Liked: Staff & service, amenities
The fridge was smelly with rusted rack inside. The complimentary breakfast was bad (it was complimentary so I can’t say anything but I do expect a better one)
Stayed 1 night in Apr 2024
Response from KK on Apr 22, 2024
Thank you, Songx, for your comment, we appreciate your feedback. Our complimentary continental breakfast consists of Coffee, pastries, fruits and juices. Full breakfast menu items are served in our WSW Restaurant. The rooms issue will be addressed immediately. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

George

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location excellent
Stayed 3 nights in Apr 2024
Response from KK on Apr 22, 2024
Thank you, George, for your comment, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

jose

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very spacious and comfortable. We had a good view of Banyan Drive. The lobby area is very clean and welcoming. The only thing I didn't like too much was the continental breakfast. All the food offered is sweet (pastries, fruit, oatmeal), and I feel that something salty would make it perfect (hams, eggs, sausage, etc)
Stayed 3 nights in Apr 2024
Response from KK on Apr 22, 2024
Thank you, Jose, for your comments, we appreciate your feedback. Full breakfast menu items (hams, eggs, sausage, etc.) are served in our WSW Restaurant. The free Continental Breakfast consists of the "sweet" items you mention. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Jane

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities
The shower curtain barely touched the tub. As a result water occurred on the floor a lot. Check in process took too long and there was a long line. The staff as very nice and accommodating.
Stayed 2 nights in Apr 2024
Response from KK on Apr 22, 2024
Thank you, Jane, for your comments, we appreciate your feedback. We will address the issues that you mention. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Melissa

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not an updated property but great location! Could walk all over and to lots Of restaurants - loved the hotel!
Stayed 2 nights in Mar 2024
Response from KK on Apr 22, 2024
Thank you, Melissa, for your comment, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Jonatan

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Exceeded expectations, clean and room looks recently restored.
Stayed 1 night in Apr 2024
Response from Reservations Department on Apr 16, 2024
Thank you, Jonatan, for your rating, we appreciate your feedback. We are glad you enjoyed the stay. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Sylvia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the complimentary breakfast boxes! Very convenient.
Stayed 2 nights in Apr 2024
Response from Reservations Department on Apr 16, 2024
Thank you, Sylvia, for your rating, we appreciate your feedback. We are glad you enjoyed the stay and the continental breakfast! Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Bobbie, Lihue

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All of the above
Stayed 1 night in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Bobbie, for your rating, we appreciate your feedback. We are glad you enjoyed the stay. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Joly

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean room as per my request. Mahalo! Nice service, nice staff.
Stayed 3 nights in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Joly, for your rating, we appreciate your feedback. We are glad you enjoyed the stay. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Marguerite, Banning

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked that I was able to park close to the entrance. I’m a seasoned traveler and did not want to be parked far away when arriving after dark or leaving in the early morning hours.
Stayed 3 nights in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Marguerite, for your rating, we appreciate your feedback. We are glad you enjoyed the stay and the parking. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Joseph Mark

Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
No seating except at the pool. People playing loud music half the night. Will never go back.
Stayed 5 nights in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Joseph, we are sorry we did not meet your or our expectations. We will do our best to improve our services. Mahalo.

6/10 Okay

Jennifer

Traveled with family
Disliked: Staff & service
Beautiful setting
Stayed 1 night in Jan 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Jennifer, for your rating, we appreciate your feedback. We are glad you the view. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Skye

Stayed 2 nights in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Skye, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Paula

Traveled with family
Interior rooms, bathrooms and hallways need to be updated and painted. The Japanese garden park within walking distance from the hotel was incredible. The hotel should tell you about it when checking in. Staff didn’t have much knowledge of events. We flew in for the Big Island International Marathon. It was surprising they didn’t know anything about it as it started and ended on their hotel property. Didn’t care for the abandon hotel directly in view from the pool or the nightly loud music coming from the local golf shop. Hotel was conveniently located within minutes of the Hilo Airport.
Stayed 4 nights in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Paula, for your comments, we appreciate your feedback. We are working towards updating the hotel. The state government is finally tearing down the hotel next door, we apologies for any inconveniences you faced. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Steve

Liked: Cleanliness, property conditions & facilities
Location
Stayed 2 nights in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Steve, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Jorge

Liked: Cleanliness, staff & service, property conditions & facilities
It’s good,
Stayed 2 nights in Feb 2024
Response from Reservations Department on Apr 16, 2024
Thank you, Jorge, for your rating, we appreciate your feedback. We are glad you enjoyed the stay. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Srividya

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
No bells or whistles - basic accommodation. Had free breakfast which was good but had weird system. Still we were able to eat enough.
Stayed 2 nights in Dec 2023
Response from Reservations Department on Mar 22, 2024
Thank you, Srividya, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Thomas, Greenwich

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful location on Hilo Bay. Breezy lobby, great little bar with live music (M-F), fun and lovely staff. The outer grounds are magnificant, Banyan Drive is something to behold on foot.
Stayed 1 night in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Thomas, for your rating, we appreciate your feedback. We are glad you enjoyed the stay and the view. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Robert

Traveled with partner
Disliked: Amenities
Nice location with a view over the bay, provided you pay for a room with a balcony. Be warned though, parties from neighboring park can disturb your rest! There is a resort fee for this very average property and Hilo has seen better days. We needed a quick one night stay and purchased based on convenience and slightly lower price than it's neighboring Hilton property. Overall it's a 2.5 property and no comparison to "resort" offerings on West side of island.
Stayed 1 night in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Robert, for your rating and comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Tiedji

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet stay the night before the marathon. Staff was friendly and let us check out an hour late. There’re were a few small maintenance issues (leaking toilet, toilet paper holder very loose), but we slept well and it was good overall.
Stayed 1 night in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Tiedji, for your rating and comments, we appreciate your feedback. We apologies for the maintenance issues. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Lynn

Liked: Cleanliness, staff & service
Beautiful grounds and views on the property. Staff were so kind and helpful! The restaurant had great food. Highly recommend this hotel!
Stayed 7 nights in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Lynn, for your rating, we appreciate your feedback. We are glad you enjoyed the view and food! Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Anthony

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Older but going thru renovations… beautiful ocean bay views… we walked down Banyan Blvd to see signs of those who had planted trees .. some were in poor repair and barely visible… disturbing how many ferrel cats we saw… cannot believe there is no way to cut down on population.. I understand they are expanding territory and endangering the native bird population… area around hotel is decaying! Older hotels which seemed closed and are being used as residency hotels/aoartments … sad to see such a setting being taken over by ferrel cats!
Stayed 1 night in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Anthony, for your rating and comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Christine

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a wonderful vacation in Hilo! The hotel entrance was beautiful and front desk staff was quite pleasant. I know updates are currently being made to rooms, so it isn't fair to be overly critical.... Our room was clean, quiet, and everything we needed it to be. The dining options were generally good, though we would have preferred more variety in the free continental breakfast. It was heavy on carbs with the croissants, donuts, banana bread, and oatmeal. The fresh fruit was good. A protein option would have been nice...perhaps yogurt... though my husband prefers eggs and potatoes.
Stayed 5 nights in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Christine, for your rating and comments. We appreciate your feedback. We will pass along the information to our food and beverage department. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Cecilia

Liked: Cleanliness, staff & service, property conditions & facilities
It was a decent hotel but the hotel next door was run down construction noise was also annoying wouldn’t care but our room was next to it but other that it was nice also not much to do in Hilo so we drove to Kona a lot they should offer more entertainment in Hilo
Stayed 4 nights in Feb 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Cecilia, for your comments, we appreciate your feedback. The state government is finally tearing down the hotel next door, we apologies for any inconveniences you faced. We've been waiting a long time for this. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Danielle

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Danielle, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

4/10 Poor

Lyssa

Traveled with family
Disliked: Cleanliness, staff & service
There were roaches in the bathroom crawling all over the counters. The continental breakfast area was dirty and we had to wait for over 20 minutes for coffee and food to be replenished.
Stayed 3 nights in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you Lyssa, we are sorry we did not meet your or our expectations. We will do our best to improve our services. Mahalo.

8/10 Good

David

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Big spatious rooms with full kitchen. Close to town
Stayed 3 nights in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, David, for your rating and comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Tonia

Stayed 1 night in Mar 2024
Response from Reservations Department on Apr 3, 2024
Thank you, Tonia, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Jain, Grayslake

Traveled with family
There is remodeling being done at some levels of the property.
Stayed 3 nights in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Jain, for your rating and comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Jian, Marlboro

Liked: Cleanliness, staff & service, property conditions & facilities
It’s surrounding is beautiful and services are very good.
Stayed 1 night in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Jian, for your rating and comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

4/10 Poor

Juan

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service
I paid for a king-size bed and room and was given a room with two full beds. The woman at the front desk did not inform me of this when I checked in, it would have been nice to be told at the initial point of contact. I walked into the room and was puzzled. I called and was told that it only optional for them to give me the room I paid for. What?!?!?!?! Optional? She told me she would fix it so we went downstairs and she said she could give me a discount (insignificant) on the upcharge she was about charge me. Nope, I want the room I signed up and paid for. We didn't appreciate her argumentive and combative demeanor so my girlfriend and I just went back to the room and slept. It was the most unpleasant experience during our time in Hawaii. What's the point of paying for and selecting the room you want in the first place? Are you just picking room keys randomly out of a hat and passing them haphazardly? Save yourself the unpleasantness and stay elsewhere. Mahalo
Stayed 1 night in Feb 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Juan, for your comment. We are sorry that we could not accommodate your request for a king bed. When we received your booking in February, the request was for two beds. When you arrived, there were no more king beds available. We apologize for that mix-up in communication. We will also pass along the complaint with the front desk. We apologize greatly for the inconveniences. Mahalo.

8/10 Good

ANGELO, ARROYO GRANDE

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Angelo, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Robert

Liked: Property conditions & facilities
It’s good hotel
Stayed 1 night in Mar 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Robert, for your rating and comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Norma

Liked: Staff & service
Stayed 3 nights in Feb 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Norma, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Jeroboam

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
I really like the place and it’s really safe quiet,etc.
Stayed 1 night in Feb 2024
Response from KK on Mar 1, 2024
Thank you, Jeroboam, for your comments, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Maria

Traveled with family
Liked: Cleanliness, staff & service
If you are looking for a place to sleep for the night, this hotel is fine. But, I would not recommend going there if you are looking for a place with nice amenities and up to date technology. The rooms are older and the area around the hotel doesnt appear to be the nicest or safest.
Stayed 1 night in Feb 2024
Response from KK on Mar 1, 2024
Thank you, Maria, for your comments, we appreciate your feedback. The state government is finally tearing down the hotel next door. We've been waiting a long time for this. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Linda

Stayed 2 nights in Feb 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Linda, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

John B

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel in a run down area
Stayed 1 night in Feb 2024
Response from KK on Feb 29, 2024
Thank you, John B., for your comment, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

6/10 Okay

Estrellita

Stayed 3 nights in Feb 2024
Response from KK on Feb 29, 2024
Thank you, Estrellita, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Brenda, Layton

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful property!
Stayed 1 night in Dec 2023
Response from KK on Feb 28, 2024
Thank you, Brenda, for your comment, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel

6/10 Okay

Noelani

Traveled with family
Liked: Staff & service
Need a better selection for continental breakfast. Why include 2 free continental breakfast when additional charge is needed for a second breakfast box? Better upcoming of rooms are a must.
Stayed 2 nights in Feb 2024
Response from KK on Feb 28, 2024
Thank you Noelani, for your comments, we appreciate your feedback. We state that at check-in that; you get "One complimentary Continental Breakfast box per day per room, not per person". There is no limit to how much you put in this container so it could very well feed two people.

10/10 Excellent

Bradley

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great views of the ocean. Facilities were well maintained. A Very comfortable stay.
Stayed 3 nights in Feb 2024
Response from KK on Feb 28, 2024
Thank you, Bradley, for your rating of us, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

10/10 Excellent

Dee

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful ocean views
Stayed 2 nights in Feb 2024
Response from KK on Feb 27, 2024
Thank you, Dee, for your comment, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian hotel.

8/10 Good

Laura

Liked: Cleanliness, staff & service, property conditions & facilities
The view was wonderful from our room.
Stayed 4 nights in Feb 2024
Response from KK on Feb 28, 2024
Thank you, Laura, for your comment, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

8/10 Good

Kelly

Stayed 2 nights in Feb 2024
Response from Reservations Department on Mar 22, 2024
Thank you, Kelly, for your rating, we appreciate your feedback. Mahalo for choosing the Hilo Hawaiian Hotel.

4/10 Poor

Steven, Hilo

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from KK on Feb 26, 2024
Thank you, Steven, for your rating, we apologize for not meeting your or our expectations. We appreciate your business and feedback. Mahalo for choosing the Hilo Hawaiian Hotel and are hopeful that you would give us another opportunity to serve you better.

10/10 Excellent

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Everyone at the facility was nice and helpful.
Stayed 1 night in Feb 2024
Response from KK on Feb 24, 2024
Thank you, Mark, for your comment, we appreciate your feedback and happy to hear that everyone treated you well. Mahalo for choosing the Hilo Hawaiian Hotel.