Hilton Moorea Lagoon Resort and Spa

Simply outstanding. Loved staying here. Great snorkeling and kayaking

Dear Hilton Moorea Team, I am writing to express my disappointment with my recent stay at your property. As a Hilton Diamond member for over 10 years, I have come to expect a consistently high level of service and attention to detail, which unfortunately was not reflected during this visit. Due to these issues, my husband and I made the decision to leave one day early. Upon arrival, the check-in experience was underwhelming. The front desk associate was not welcoming, and while I understand upgrades are subject to availability, it was surprising to be told the resort was full when it appeared to have very few guests. We did appreciate being accommodated with early access to our room. However, several issues quickly diminished that positive start. The minibar inclusion was a nice touch, but when we returned from dinner on our first evening, the macaroons provided were infested with sugar ants. While I understand this can be a challenge in tropical environments, it was disappointing to have to discard them. The following evening, the situation worsened when ants got into my personal bag and into a sealed box of candy I had brought, forcing me to throw that away as well. Dining service also fell short. At dinner, we were served bread but informed that no bread plates were available because they were being used by the main restaurant. It is concerning that a restaurant would operate without sufficient basic tableware for its guests. The next day, after returning from an excursion, we found our room door left open, presumably by housekeeping. Fortunately, nothing was taken, but this raised serious concerns about security and attention to detail. Additionally, our wet bath towels had not been replaced, which added to the sense of oversight. We also noted limited guest amenities, such as only one water station near the pool, which was empty by 5:00 PM. Finally, I attempted to cancel the second night of our stay through both the app and the front desk. My request via the app went unanswered, and the front desk staff informed me they could not assist, which was both frustrating and unexpected. Overall, this experience did not meet the standards I associate with Hilton, particularly as a loyal Diamond member. I hope you will take this feedback seriously and address these concerns to improve the guest experience moving forward. I would appreciate a response regarding how this situation will be handled.

Beautiful property with nice location, good amenities and comfortable rooms.

Great experience, awesome hotel.

This resort is excellent! The location, is beautiful and well kept. The staff is very friendly and helpful. Would definitely come back!