"Our recent experience at Hilton was extremely unpleasant and I'l preface it with that we were there during a Kona Low storm. There were high winds/flooding/power outages. It’s reasonable that the resort wouldn't be operating at peak performance. However, the lack of hospitality offered by the staff was comically bad. Given the power outage, the building’s stairwell, hallways, elevators, and rooms were obviously all dark. We asked the front desk if they had any flashlights, and were told they ran out. Our room had electronic blinds, which we put down to sleep the prior evening, and couldn’t open up given the lack of power, so our room was totally dark for the duration of our stay. The lobby had a backup generator, but it only provided overhead lights and the checkin computer, not any outlets or elevators. It was a scary time for the guests and the staff didn't offer any comforts (flashlights, coffee, snacks, etc.). Another annoying thing was that we continually got automated text messages asking us how we were enjoying the amenities. The pool, gym, activity center, etc. were all closed. When we would ask questions about when the power would get restored, the staff provided no help. On the day we were leaving to go to another resort, we asked for a late checkout. They said no, and instead offered us the option to extend our key cards to use the amenities, which were all closed. No offer from Hilton to refund the daily resort fee. No one to help bring bags down 4 flights."
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