Hilton Moorea Lagoon Resort and Spa

Very skeptical of the service issues stated in reviews. I have emailed the resort three times asking questions about their food and beverage offerings with no response! Emailed the reservation team and concierge. Lack of response illustrates that the guest service issues on property are indeed true so why spend thousands of dollars for this type of experience and behavior. Save your money and book elsewhere.

General lack of customer focus from a number of the staff here. We ate at the crepe restaurant the first evening and the mai tai barely contained any alcohol, rather it was a sweet fruity drink. The second evening was the Polynesian night. At around £70 a head I was expecting something special. Food pretty poor and very lacking in choice for vegetarians. Entertainment was weak, possibly this was because it had to be held inside but really not a patch on the entertainment at the Manava Resort where we spent a couple of days before switching to the Hilton. Beach is good and snorkeling is good

This was our first trip to French Polynesia, and Moorea was our first destination after an overnight in Papeete. Our experience at the Hilton Moorea Lagoon Resort & Spa started off rocky when we were checked in by a woman who was far more interested in some other people in the lobby and was quite rude with us during the process, most notably grabbing my phone from me when I couldn't get the complimentary internet connected using my Hilton Honors account and accepted a 3000 XPF fee on my behalf for Internet without saying a word to me. My wife is fluent in French, so there was no communication issues. I was shocked when I discovered she had done that later, and had the charge reversed when we happily checked out. She explained almost nothing to us during the spiel she rattled off without offering any time for questions - we walked out of our check-in wondering what just happened. We went back to the front desk a couple of times with questions the first day, but never received any satisfactory answers or results, so we finally just gave up asking. We found that all the staff were lovely, except for the front desk staff. The room and resort are quite dated, probably was nice 30 years ago. So many issues: • Bathroom door didn't close or lock • the MAIN power breaker tripped overnight, so someone who had less idea about power than I do came in and turned off the bathroom breaker and left it off. Obviously no 24 hour maintenance here. When someone came the next morning, he said he "would keep an eye on it". Never heard from him again and we never had power in our bathroom from that point on. • Unable to get internet working on our PC so ended up just using our phones as hotspots rather than trying to ask anyone for help • Drain plugs in both bathroom sinks were disconnected and just lying in sink when we arrived • Door to shower was not adjusted properly and doesn't close. Water shoots out onto floor during showers, had to put towels on the floor to stop the whole floor getting flooded. • Makeup mirror light doesn't work, perhaps tied to breaker they shut off and left? • Air conditioning was mostly unable to keep bungalow temperature below 28-29° C except by late in the evening., We were uncomfortably warm in our room most of the time. • Both my wife and I smashed our heads on the overhang on the back deck that is only 5' from deck at points. I got a large gash on the top of my head. Likely be a good idea to make that a little more noticeable. • We found the location to be quite isolated, and the snorkeling to be mediocre at best during the 4 days we were there. The lack of other easily accessible dining options I assume is why they figure they could charge 750 XPF for a 300 ml soft drink can.🤯 We were unimpressed with any of our meals there, especially considering the prices. If you are stuck there, we did find some amazing ice cream at Les sorbets de Moorea plage Ta’ahiamanu and good food at Aoy Thaï Food (check Google Maps - though not always easy to determine if they are open) This is not the first time we have had issues during stays at various Hiltons, and we decided during our stay that this was the last straw. We had originally booked the Sofitel and then read reviews suggesting snorkelling was better at the Hilton. While we didn't snorkel at the Sofitel, I can't imagine it couldn't have been at least at the level the Hilton was. Bad decision on our part to change, and really soured the first 4 days of our visit. Fortunately, our next stay was at Le Taha'a, and that righted the ship. What a difference for service and quality. Night and day.

We recently stayed at this resort and overall had a good vacation, though there were a few areas that could use improvement. To start, there is no early check-in, and our room wasn’t available until 3 p.m. We arrived at 7 a.m. after a long travel day and were offered a complimentary breakfast consisting of coffee, croissants, and fruit. This was a bit confusing since our package included all breakfasts, yet we were not offered access to the buffet on that first morning. Additionally, guests should be aware that no restaurants open before 10:30 a.m. for drinks and 11 a.m. for food, so packing snacks and water is highly recommended. On the positive side, we were given full access to resort amenities while we waited for our room, including the pool and restaurants once they opened. However, options for changing or freshening up before check-in were extremely limited, as we were directed to a single lobby bathroom shared by all early-arriving guests. The beach was a true highlight—beautiful, very well kept, and offering excellent snorkeling. The pool was large, clean, and featured a lovely view, with plenty of available chairs at both the beach and pool throughout the day. The resort overall was not busy, which made it easy to find seats and tables. Our room, a deluxe garden room, was spacious, clean, and quite private. Though a bit dated, it had two large decks, two sets of sliding glass doors, and even a small private pool. We were very happy with the room—until our final night, when water began pouring through a ceiling light at 2 a.m. Due to safety concerns, we were moved to another room that unfortunately was not as nice and seemed to be mid-renovation. We understood the situation given the hour, and we were refunded $200 USD, but it was still disappointing. The restaurants were reliably good. We enjoyed every meal, and the portion sizes were generous. The breakfast buffet offered plenty of variety, and every dining area had wonderful views. Staff at the restaurants were friendly, though not especially proactive. The biggest service gap we noticed was at the front desk. The reception staff seemed uncertain about basic resort information, such as restaurant hours and general procedures. At checkout, there was no mention or acknowledgment of the room incident, just a discount applied to the receipt. Some recognition of the inconvenience would have gone a long way. Despite these issues, we genuinely enjoyed many aspects of our stay—beautiful surroundings, great food, a lovely pool and beach, and a relaxing atmosphere. With a few improvements, this resort could be truly exceptional. For now, though, we would likely try a different property next time.

Tamatoa was kind and accommodating to our requests. It was a delicious meal, beautiful accommodations, and excellent service. Thank you!