The front desk and check in was terrible. My fathe...

The front desk and check in was terrible. My father worked for the Fairmont hotel so I was able to experience hospitality at it's finest, this hotel pails in comparison. Obviously the Hilton and Fairmont is an unfair comparison.

What really bothered me was that as my family and I had gotten off of a 5 hour plane ride the Hilton made our experience checking in exhausting and more frustrating than it had to be.

First off, you enter the main lobby and expect some kind of hospitality, but none of the staff is friendly or even offers you some water. There is a long line that you have to figure out yourself nobody is there to greet or assist you.

Even worse, the main lobby is extremely hot and humid yet there is no fans or water available to incoming guests. There are fans above the front desk employees but the guests are subjected to the humid weather, doesn't make any sense to me. Why not have fans or ac above the guests waiting to check in or even water?

Even worse was the wait just to check in almost took an hour! Mind you I have 2 young children in our group and the reservation was booked far in advance. Finally, as we get to the front desk after waiting almost an hour in line just to check in the front desk employee takes forever staring at the computer screen asking irrelevant questions that only further prolong the check in process. When I asked why the check in process takes so long, I was told that the system to print key cards is slow.

It's August the peak tourist season in Hawaii and this hotel is under staffed and under trained at the front desk and there is no accountability except to blame an inatimate machine that prints key cards. There is much more wrong with the front desk than a slow machine.

The guests need to be treated properly. Greet the guests as they enter the lobby, make sure the guests are comfortable, make sure to check the guests in a timely manner. These are all basic things that need to be addressed by the Hilton but seem to go way over their head.