A mixed review for this place, the building is full of character with good communal facilities in a central downtown Hilo location with plenty of public parking. The owner is fair in his dealings with guests, however whilst 'the cat's away' some of his staff are somewhat lacking in guest relations skills and 'Aloha' welcome. I was put in a negative frame of mind by the unfriendly manner at check-in, if it wasn't for the fact they had a night's deposit in advance I'd have turned around and walked out. Just because some travellers stay in hostels does not justify rudeness, we're still paying for customer service and contributing to wages and local economy.
I wasn't the only guest who felt like a child being reprimanded by stern wardens and even a simple inquiry was treated as if it was too much effort to be polite and civil, so Hilo Bay hostel was not a place of relaxation, just as well there are plenty of sites of interest in the vicinity to stay away from the hostel during the day. One female staff member swore loudly because she had to clear a blocked sink, another complained about her job, whilst I know everyone has their off-days, it's not professional for the hospitality sector.
The dormitories were overbooked, thus crowded which contributed to stifling heat in the rooms, guests told in an uncompromising manner to move rooms, beds and some told to sleep on uncomfortable roll-aways for the same price - I witnessed one guest who made a reasonable complaint and request for a refund/discount being told by another female staff member that if she persisted in her complaint the police would be called to throw her out! The owner sensibly resolved this the next morning in a personable and tactful manner. I advise the owner review his staff and promptly enroll them on customer service skills training.
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- Also Known As:
- Hilo Bay Hotel Hilo
- Hilo Bay Hostel Hawaii