Castle Hilo Hawaiian Hotel

We have 5 of us in this family vacation trip. When we checked in, the conditions on the hotel we need to sign were more than the rest of the hotel I stayed in. More worst happened after this, my daughter noticed something run across the room when she open the fridge. In the morning, I noticed the same thing run across to the desk and later on, I actually saw the head of the rat sticking out to look at me. I cannot imagine what happened last night when we slept if this rat was actually scouring through our food which we brought. In the morning, we feedback this finding to the front desk and they offered to upgrade our room but we are checking out that day. Overall, just a very bad experience staying at this place

Staff was super friendly and inviting. Had a wonderful stay here with my family.

We had an ocean view room with a private balcony and outdoor seating. The view is amazing. The hotel dining options are good. Delicious breakfasts. Very nice dinner. Bar also has a decent quick bites menu. Right now there's a couple derelict hotels nearby which are an eyesore, but not visible from the room. The sound control was amazing. Normally I ask to be away from the elevator, and dread hearing guests in hallway or neighboring rooms, but our stay was total silence. Onsite parking is really worth it, and if you can get garage parking your car stays cool. The guests were generally mature, quiet adults with class. Very few children. There were no loud parties. The elevator requires your room key to operate, which made us feel extra safe. Nice park within walking distance.

I paid a resort fee and with that I suppose to have a daily coffee pack included. After the first morning coffee, I had to ask the floor maid for another coffee with cups and condiments. But everyday I wasn’t provided with coffee amenities. My rubbish cans weren’t empty daily even though I threw food waste in them. The worse was finding a dead baby cockroach in my ice bucket. Luckily I had plastic liners but a dead cockroach? Really?

This visit from previous and numerous to Castle Hotel in Hilo was VERY DISAPPOINTING. This past weekend they had many large groups or families visiting with the most unruly children. They were constantly running around the different floors, knocking on room doors (that had the do not disturb signs on door). They seemed to like running up and down the hallways laughing and looking for something to do. Numerous times we were awakened by banging noise on the upper floor or in the room above us with a “boom box” playing “rap” type music. Friday night I was sleep deprived, but because this is my favorite hotel, I can deal with it so long as it doesn’t become the norm! I did report these matter to the front desk, and was advised that security personnel would check into the issues, however saying that, their kids. Kids will be kids. But it’s also the parents not doing their job either. And… I just picked an unlucky weekend to visit 😕 Other than that unfortunate experience, we continue to plan on returning again in December 2024. This hotel over the years has become my most favorite hotel in all of the Hawaiian Islands. I just need to request the 8th floor (rooms 840, 842, … from now on! The staff at this hotel (since I’ve been coming for over 13 years) is still amazing and most importantly, customer service friendly to everyone. Overall they still rate 5 stars in my opinion ⭐️⭐️⭐️⭐️⭐️

The hotel is very nice. I was just disappointed with the cleanliness of the bathroom and floors in the room. Also there is no one to monitor who uses the hotel pool, anyone is free to walk up and use it so when my kids were out swimming a large group of kids walked over and kind of took over the whole pool standing on the handrails doing backflips making my kids feel kind of pushed out so we left.

Staff were not friendly and provided limited amount of towel. Do not have microwave in room not convenient when travel with kids

Called the hotel at 2:30 pm to see if an earlier check was available. Was placed on hold for 10 minutes before hanging up. Showed up at the property at 3:40 pm and was told that my room (the only one available) wouldn't be ready for another 20 minutes. In the mean time two other families came and was able to check in. Went back to the counter where front office was finally able to check us in. Lobby of hotel is nice and hallways to rooms are nice. The wallpaper in our room had bubbles (separation from wall), they only gave two sets of towels although I made reservations and again reminded them upon check in that we were a party of 4. Next morning woke up to allergies, husband went to bathroom and seen cockroaches scattering on the counter!

Property is dated but quite relaxing. Carpet/room had a slight smell to it. Pool was visited by non-hotel guest and they broke some chairs diving into the pool off of them. Security wasn’t visible at all. Kids will be kids but they should be supervised to keep order and property from being damaged for guests.

Great place to stay with family!