Hilton Moorea Lagoon Resort and Spa

Let’s start with the good facts: Location is great. Rooms are spacious, we had a garden bungalow with a private pool which was very relaxing. We got a free minibar (non alcoholics and beer) that was refilled for free. Staff is very friendly. Breakfast buffet was well equipped with a good variety of local foods and fresh fruits. One can rent out snorkeling equipment for free to check out the maritime wildlife around the hotel. However, the reception area felt chronically understaffed especially in peak hours (check out) and it was hard to get a hold of someone by phone from the room. We tried to figure out how to turn out the a/c and I had to go to the receiption cause no one was picking up the phone. They then sent maintenance who brought a new remote control for the a/c because there simply was none in the room. I didn’t ask why we did not get floral leis upon check-in as we saw all the other guests around us got them (it only “clicked” later that there were handed out at check-in). Maybe our room category was “too low”, but as higher ranked member in the Hilton program I expected a bit more of a personalised welcome (esp comparing it to other countries like Thailand or Singapore). When it rained, it was dropping/ leaking from the roof in the gym and there were no (yoga) mats. The hotel offers yoga via the spa but no yoga mats in the gym or to rent out (we asked at the reception and no one could help us). Similar principle applies to parasols / sun protection at the pool/ beach area. Only about 1/3 of the chairs there are or can be equipped with a parasol. Good luck when you don’t block your shaded spot early enough. All in all for a room that’s sells for about 1000 USD/ night. My expectations were unfortunately not met.

I’ll keep the review short and to the point…… Very disappointing rooms, tired, tatty and worn out (see photographs) We had an overwater bungalow which was definitely not worth the money. We immediately complained (at 5.30pm) but were told management only work 9-5 and they would contact us first thing next morning, needless to say they didn’t. I was told they were in a management meeting! Eventually a manager called the room and asked me to email pictures, I informed her it would only take 5 minutes for her to visit the room and see the problems, Which she didn’t want to do, so I agreed to call up to reception with the pictures, on arrival no manager available, they were in a management meeting again! Eventually a junior manager arrived who said they knew about the problem with older rooms and that Hilton were aware of the problem they but had nothing else to offer. So offered me a discount which wasn’t what I wanted as we were so looking forward to the stay. Why do Hilton still sell premium luxury rooms in this hotel when they aren’t We decided to stick with the room as our only other option was to leave the hotel. Generally this hotel is pretty tired, the location is stunning and it could be an amazing place but a lot of investment is required to bring it up to standard. Overall an extremely disappointing stay.

Our recent stay at Hilton Moorea Lagoon Resort & Spa was a mix of beautiful surroundings and disappointing service. Unfortunately, we experienced several frustrating issues. Upon arrival, our luggage was misplaced, and we were repeatedly told it had been delivered to our room—when it had not. Even after explaining this multiple times, it wasn’t until staff came to physically check our room that they believed us. It took over two and a half hours to locate our bags, which had been delivered to another guest’s room. The situation was stressful, and aside from a simple apology, there was no effort made to make it right. We also had an issue with renting a car through the front desk. I made a reservation in person for a Monday afternoon pickup, only to be told the next day that no reservation existed. After being told again that I was mistaken, another staff member thankfully stepped in and found that the reservation had been incorrectly booked—for the following day, which was the day we were leaving. This lack of organization was very disappointing and not what we expect from a five-star resort. Additionally, we were given a bottle of wine upon arrival but no way to open it. The next day, it was removed from our room and placed outside on our patio, where it remained for the next three days—another example of poor attention to detail. That said, there were some highlights. The grounds and beach are absolutely beautiful, and the food was very good. Most of the staff were kind and welcoming. A special shoutout to Mister T at the pool—he was truly exceptional. Always smiling, incredibly hardworking, and eager to help with anything from towels to paddle boards to food and drinks. He also took the time to share his knowledge about Moorea, which made our experience more memorable. Overall, while the setting is stunning, the service inconsistencies and lack of follow-through were disappointing. With better organization and attention to guest experience, this resort could truly live up to its reputation.

Didn’t pick up from Airport as agreed Crappy welcome Bad service

The beautiful Sofitel was closed for rennovations when we came back for another visit, so we stayed at the Hilton. We were extremely surprised to find this hotel to be so exceptional. Great value for a hotel that does so much so well. Our bungalows had fenced patio areas with a 10 x 10 pool that was great to sit in to relax or cool off particularly after extended snorkelling and feeling salty. We came to snorkel and we enjoy good food- the snorkelling here was better than anywhere else we snorkelled on the island or at nearby motus, and both the formal dining room and bar had creative and beautifully prepared food. Their formal restaurant serves exceptional French food that was better than noted Cook's. A huge surprise to us. And even something like a casual seafood salad in the bar was served with home smoked fish, the freshest sashimi slices, fresh local prawns on top of local greens and thinly sliced local vegetables, some pickled in house in a unique way. Bread and rolls are always home made and fresh daily. Home made dressing, sauces, condiments with unique local ingredients and flavours were special. The Sofitel is special, elegant first-class resort, and the Hilton is much more casual, but the creative and thoughtfully prepared food, outstanding snorkelling and closeness to many great snorkelling spots, sharks to see under the overwater bungalows at night and unexpected pleasure of a very large private deck and pool area with the bungalows made it a terrific place to stay.