Ratings based on 993 Verified Reviews
3.9 Room cleanliness
4.1 Service & staff
4.0 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
by A verified traveler from Piti
Posted 21 Nov 2024
The rooms are spacious and the view is stunning. Staff is always very graceful and helpful
by A verified traveler
Posted 18 Nov 2024
by A verified traveler
Posted 27 Oct 2024
I wasn’t a fan of customer service. I found the staff to be rude and very delayed in service. The rooms not having amenities in the room was an inconvenience. The bathroom in the room was not cleaned very well
Comment from Hotel Management
28 Oct 2024 by Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai Ciara,Thank you for sharing your feedback with us. We’re very sorry to hear about the issues you encountered with customer service and the room’s cleanliness. We appreciate your comments and will address these areas with our team to ensure we deliver the level of hospitality and comfort our guests deserve.Thank you again for your feedback, and we hope you’ll consider giving us another chance in the future.Thank you and Si Yu’os Ma'åse
by A verified traveler
Posted 27 Oct 2024
Sadly, my experience during my stay was not so pleasant. The restroom was not cleaned. There was hair in the bathtub, which looked like pubic hair. The tub was clogged with the hair in the drain. Not even a minute of taking a shower and the water filled the tub with hair particles floating around. The toilet was dirty when we got there. There was tissue in the bowl and pee drops on the toilet seat. The staff were very friendly and helpful tho. My concern is the security of guests however. There was a point that our key card stopped working. My other half went down to grab something out of our car and when he got into the elevator, the card key was not working. He ended up going to the front desk and they swapped out his key without verifying who he was, or verifying his ID to determine if he was even a hotel guest. Kudos to them for helping him out, but that is concerning that they didn’t even check who he was. What if a random person found a key card and entered our room. This was the first time having this type of experience, however, these issues are very concerning.
Comment from Hotel Management
27 Oct 2024 by Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai Shadene,Thank you for taking the time to share your experience with us. We sincerely apologize for the cleanliness issues you encountered in your room, which should not have occurred, and for any discomfort this caused. Your concerns about security and the process for key card replacement are also deeply concerning, and we appreciate you bringing this to our attention. We will address these issues with our team to ensure our standards are met for all guests’ comfort and safety. On a positive note, we’re glad to hear our staff were friendly and helpful, and we will work to match this with a higher level of care in other areas.Thank you again for your feedback, and we hope to have the opportunity to welcome you back for a significantly improved experience.Thank you and Si Yu’os Ma'åse,
by A verified traveler
Posted 11 Sep 2024
Comment from Hotel Management
18 Sep 2024 by Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai Dennis,Thank you for your fantastic 5-star rating! We’re happy to know you had a great experience at Hilton Guam Resort & Spa. We hope to welcome you back soon for another great stay!Thank you and Si Yu’os Ma'åse!
by A verified traveler
Posted 3 Sep 2024
The Hilton Guam property is nested in a beautiful location in Tumon village. I've stayed here many times as a local resident and the entire staff has been excellent; however, the property is starting to look run down. My Premiere Suite windows were dirty and the entire bathroom glass area was stained with hard water deposits. A lot of the building exterior is moldy and the main entry doors next to the big ballroom are stained. The property also had posted "No Smoking Signs" but I observed several employees smoking and tossing their cigarettes butts on the grass. After three days, the butts grew in number. This is the wall area that borders Ypao Beach. The parking lot is also very dirty with all sorts of cans and bottles in nearly every parking space green area. The ice machine on the 4th floor was never cleaned during my 3 day stay. The stainless steel was very dusty and someone left their trash inside the ice machine room. The dirty parking lot and the dirty ice machine room is not Hilton's fault, it is the fault of people who don't have respect for themselves or private property. Shame on them. I really like staying at the Hilton Guam for a lot of reasons. I hope the bad things I mentioned will be corrected. I look forward to my next stay!
Comment from Hotel Management
17 Sep 2024 by Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai Alexis!Thank you for your loyalty and for taking the time to share your detailed feedback with us. We're happy to hear you enjoy our beautiful location in Tumon and have had excellent experiences with our staff. However, we're sorry to learn about the cleanliness issues you encountered during your stay, from the room windows and bathroom glass to the exterior areas and parking lot. Your observations about the maintenance and the smoking policy not being followed are very concerning, and we want you to know we are addressing these matters promptly to uphold the high standards you expect from Hilton. We truly appreciate your constructive comments as they help us improve.We look forward to welcoming you back and providing you with a much better experience on your next visit.Thank you and Si Yu’os Ma'åse
by A verified traveler
Posted 2 Sep 2024
Love the view and comfy amenities
Comment from Hotel Management
3 Sep 2024 by Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai, Henry!Thank you for your wonderful 5 out of 5 rating! We are thrilled to hear that you loved the view and found our amenities comfortable. Providing a relaxing and memorable experience is what we strive for, and it’s fantastic to know we achieved that during your stay.Thank you and Si Yu’os Ma'åse!
by A verified traveler
Comfortable and Friendly staff
Posted 19 Aug 2024 on HotelsWe were provided with an excellent room with an ocean view, two clean beds, a wonderful view of the sunrise. The staff could not have been more accommodating. The restaurant where we ordered take-out was very nice. Breakfast was delicious and a chef prepared eggs how we wanted them. All staff were friendly. The pool area and access to the ocean were great.
Comment from Hotel Management
19 Aug 2024 by Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai FrankieJane,Thank you for your fantastic 10 out of 10 rating! We're happy to hear that you had such a comfortable stay and enjoyed the ocean view from your room, along with the beautiful sunrise.It’s wonderful to know that our staff was accommodating and that you found the restaurant, breakfast, and pool area to your liking. We're especially glad that you enjoyed the chef's cooking and the friendly service from our team.We look forward to welcoming you back for another amazing stay!Thank you and Si Yu’os Ma'åse
by A verified traveler
Posted 11 Aug 2024 on Hotels
Check in was easy and quick.
Upgrade was nice, but ended up looking at a roof and side of a building from the 5th floor. I would prefer a regular room with a beach view rather than an upgrade overlooking a rooftop and parking lot.
Comment from Hotel Management
14 Aug 2024 by The Hilton Guam Resort & Spa Team, Hotel Management
Håfa Adai Raoul,Thank you for your fantastic 10 out of 10! We're glad to hear that your check-in was easy and quick, and that you appreciated the upgrade. However, we’re sorry to hear that the view from your room wasn’t as you had hoped.We understand how important a good view is, especially when staying at a beach resort. Next time, please feel free to let us know your preference, and we’ll do our best to accommodate you with a room that offers the beach view that you like.We look forward to welcoming you back for another great stay.Thank you and Si Yu’os Ma'åse
by A verified traveler
Soso
Posted 30 Jul 2024 on HotelsThe connect room was so loud that the first day was difficult because I couldn't sleep at all. However, I moved to a quiet room the next day and spent the rest of my schedule comfortably. I'd like to come again next time
Comment from Hotel Management
30 Jul 2024 by Hilton Guam Resort & Spa, Hotel Management
Håfa Adai seul ki,Thank you for sharing your experience and for rating us 8 out of 10. We apologize for the noise issue you faced on your first night but are glad to hear that you were able to move to a quiet room and enjoy the rest of your stay comfortably.We also loved the photos you took!We look forward to welcoming you back for an even better experience next time.Thank you and Si Yu’os Ma'åse,The Hilton Guam Resort & Spa Team
