Hilton Moorea Lagoon Resort and Spa

I haven’t written a review in sometime but today had to. I had to write this review to temper my fellow Diamond members expectations at the Hilton Moorea. After staying in Hiltons all over the world I have been looking forward to my vacation at the Hilton Moorea in Tahiti for forever and today I thought was going to be my day. The check in was the biggest disappointment I’ve ever had at a Hilton property. Usually there’s a welcome drink, smiles and advice to leave your cares at the door but not this time. Instead there was chaos with bags, lines out the door and no Diamond priority check in. When I asked about it I was told to wait in the general lines and that it was the same thing to which I wholeheartedly disagreed. When I asked who would check me in, Oline said she would. At the moment it was a relief because she spoke English clearly and I figured I could tell her my preferences but then she walked away to give the guests that were checking out a shell necklace without notice. It was the most bizarre check in ever. When she came back I gave her my name and she asked for my reservation numbers instead. I told her that was odd. I’ve never been asked for my reservation number at a Hilton. If that wasn’t bad enough, she gave me Jennifer’s paperwork and when I said it wasn’t mine, she stared at me perplexed. She tried to defend it by saying we had the same last name when my name is Prince. And if that wasn’t enough, when I asked about an upgrade for my Diamond status, she responded loudly that I was given a free upgrade to a better status than I should have been given. I was really insulted and embarrassed. I asked for the supervisor and to my chagrin she said she was it. My Diamond status is not earned through a credit card. I earned every penny of my tens of thousands of dollars of diamond status and I stated that there’s no such thing as free upgrade when you’ve spent 60 nights at Hilton properties for five years straight! I book basic rooms and expect that I will get the status recognition I deserve. And in other properties they honor that tradition, giving upgrades based on availability not category. Be prepared that they are simply petty here. We’ve all had that-by the rules first-vacation where you hear more nos than yeses when in fact they can do better if they wanted to. At the brink of exhaustion after traveling 27 hours from New York, I was given early access to my “FREE” upgraded room as promised and it’s nice. More spacious than what I booked however, no welcome note, fruit basket, champagne, pastries or mention of my milestone anniversary like the real 5 star Hilton properties I’ve had the pleasure of staying at in the past. The resort is nice. Certainly not 5 Star nice though. Its basic decor and furnishings, lounge chairs and umbrellas could use a refresh. At least the free upgrade is better than the checkin but not sure it’s worth the humiliation. I was hoping for a water bungalow but that wasn’t a consideration. I had to ask for my welcome drink and tags for my bag while we wait for the room to be ready. I will say the best thing about the checkin was the beautiful and fragrant welcome leis. I adore flowers but not even the deliciously fragrant leis can get rid of the stench at checkin and walk-in.

The whole resort is beautiful, the grounds are very well maintained and the beaches and water are great for snorkeling. The private bungalows with pools are very spacious and well maintained. Overall we would return here again

I’m surprised Hilton allows this hotel to represent its brand. First, everything is so outdated and quite literally falling apart. The overwater bungalow is dilapidated, phone looks like it’s from 1985 and did not work well, wood floor needs major refinishing, air conditioning barely worked, there is zero privacy when using the restroom which made it hard with a teenager in our room. There is no treadmill in the fitness room which also seemed dated. As a Hilton gold member, this was the most run down property I’ve ever stayed in. When we checked out, they did not allow a late check out but said we could use the fitness room shower since our flight was late. When I went to use the shower, the toilet in the shower room was overflowing with raw sewage and the floor was wet. Gross. Some of the staff was nice, while others seemed like they would rather not help or interact with guests. We came from a different resort on another island and it was a true, lovely 5-star experience. On a positive side, the views are beautiful and Moorea is a beautiful island. They are renovating the Sofitel now so perhaps that will be the better option going forward or a nice Airbnb.

We are Diamond members with Hilton. Arrival check in is a bit of a nightmare. After flying all night and arriving early there is not an early check in. We have stayed at this resort several times and this occurred every time. The service at the front desk and diamond desk is below average. The hotel is in need of a makeover, peeling paint, stained sheets, ripped robes in the rooms, etc. There isn’t much service on the beach but the guys working are very nice. It’s a beautiful beach just needs some updates.

As Hilton Honors Diamond member (always got suite upgrades), shocked by Hilton Moorea. 1h check-in wait, lied "fully booked" despite OWBs available in app. Mold & rust in shower of King Garden Pool Bungalow. Overpriced, poor service. Not recommended.