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It looked to be a wonderful facility based on the online reviews. Because was needed to cancel our honeymoon due to a medical emergency, we were unable to visit the hotel, and further elaborate. When faced with impossibly tough circumstances, human decency usually triumphs. But, the Palms Cliff house took 100% our money and offered us no compassion when we faced our toughest times. It was the night before our wedding. A typically joyous time. We notified the Palms Cliff House 7 days in advance that we needed to cancel our honeymoon. My wife's grandfather was undergoing emergency surgery and had a 50/50 chance of survival. We provided official medical documentation to both hotels.com and Palms Cliff House. We acknowledged that their standard rate is non-refundable and asked if they could help us out. We had already paid $450 for our stay. Could they help us apply that credit towards our rescheduled honeymoon in a few weeks? Every other hotel, airline, and rental facility that we worked with on the Big Island was amazingly compassionate. As if the trauma of canceling your honeymoon on the evening of your wedding wasn't bad enough, Palms Cliff House would not budge an inch. They insisted, after multiple phone calls to both Hotels.com and Palms Cliff House management, they would not offer us ANY sympathy. First they blamed Hotels.com and said that we needed to call them and work with them. Hotels.com insists that the managers of the Palms Cliff House can change their refund or change policy on a case by case basis, and when we called Hotels.com, they would then call Palms Cliff House and be told "nope, no refunds for them". When I finally got ahold of the Palms Cliff House management I found no sympathy or customer service. Changing the dates for our stay? Allowing us to use the amount we had pre-paid towards a future date? A partial refund, even if only a 10% refund? Nothing. I'm sure it would have been an amazing place to stay. Unless you value compassion and understanding in your hotel stays.
The view of the waves crashing onto the cliffs below was unparalleled. Service was excellent, personal, friendly. A hidden little gem on the Hilo side of the Big Island. Ask for the pineapple turnovers at breakfast :). Highly recommended.
The room was large and clean, and the view of ocean was nice. The bed has bedbugs. My companion was badly bitten. The hotel is about 20 miles from downtown Hilo. There is no restaurants or grocery store in the vicinity. The arrangement of facilities in the room suggests that the owner has no idea what would be practical for travelers. For example, the TV faces a room divider. There is no place to sit and watch TV. The tub has no water spigot so that you cannot take a bath, wash your feet or your gear. The bed seems to be designed for 7' tall person to get into. The room has a very small and high table, with accompanying high chairs. The furnishings are very spartan. We had to put most things on the floor. We arrived at the hotel late in the evening. The manager left the keys in the unlocked room for us. During our 2-nights stay we never saw a single person who works for the hotel.
The pictures look good and the property itself seems nice. The location isn't near anything aside from akaka falls. The room we stayed in was dirty and bug infested. There were ants crawling all over the place, dead bugs in and under the couch, and Spiders in the bed. The room was really hot and had no air conditioning. I have never left a room before, but after getting all sorts of bug bites decided it was better to just leave at 12 am. I do not recommend staying here.