Rated 1 out of 5 by LC1234 So sorry to be negative but TRH was a huge disappointment
I would strongly recommend that Starwood take a serious look at their rating of this hotel as included in their 'luxury' collection. Not up to the usual standards as Luxury. Yes the building is Historic and charming. But the rooms are flat out BAD. Front desk staff not up to par. Mai Tai beach bar (main gathering place) very SLOW service. As a Gold SPG member we were given a small DARK room overlooking the check in area. We called as asked if possible to have our room changed. And yes the front desk manager (Monica who was very nice) did her best and moved our room. It was her best attempt to upgrade us which we appreciates. But after seeing 2 rooms all I can assume is that most of the rooms are sorry. The room we ended up in was 265. The air vent above the closet door was filthy. The windows were so dirty it was difficult to see through them. And no wireless Internet service available from the room which presented a problem since unfortunately my husband had some business he needed to conduct. After hours of trying to get it working .....the evening manager Evan sent a 'hot spot device ' up to the room that took care of it. La la la. I try to be a positive traveler. But I can only say that I appreciate that SPG is interested enough to ask for our review and I hope that SPG management will take the time to read our reviews and act on Any of our negative pressions in order to maintain their excellent reputation. We used all SPG properties 2 years ago all over Southeast Asia. And EVERY hotel was absolutely perfect in every way. Service was outstanding. The royal Hawaiian hotel front desk could take a lesson from their fellow employee's in Southeast Asia. My final recommendation to my Hawaii bound friends........ Do not burn your SPG points on the Royal Hawaiian. Just drop on for a look around And personally I would recommend skipping Waikiki altogether and head over to Maui or Kauai. The SPG properties are much better there I prefer giving positive reviews but we feel so ripped off by our Royal Hawaiian downer.
January 16, 2013
Rated 2 out of 5 by TJ55 Not Improved from Six Years Ago
Unfortunately, the aging Royal Hawaiian is deluding itself by continuing to present itself as a Category Six SPG hotel. It just doesn't cut it. Perhaps on price, but price alone, doesn't' work today. We arrived around 11:00 p.m, the check-in person absolutely horrible---I asked for a late check out, he grilled me about the time, wasn't certain if it was possible. I finally told him, I stayed in hotels all over the world 150+ nights a year and thus far, this was the longest check-in process I had experienced in many years. He made some excuse about reservation systems migrating or operations or some other nonsense which after traveling for ten hours I really didn't want to hear. Finally we were sent on our way to the towers to our room (directly across from the elevator---the absolute worst position for a room and I wear hearing aids!) but at the late hour, I didn't complain. Did receive a phone call from reception informing me in a put out manner that my late check-out request had been approved so I didn't have to call someone at 9:00 a.m.
I stayed in similar room six years ago prior to remodel. The beds are more comfortable, but the new decor, furnishings are horrible! Closet in bathroom is a huge problem, Tub/shower is too small and could be similar at motel where they "leave the lights on". Bidet stuff on toilet water closet is nice feature, but I wonder about the hygiene of it all.
Balcony was absolutely filthy with bird droppings and rust on table. Room smelled musty. Fortunately, we were only there one night so I made the best of it.
Breakfast - Surf Room is outrageously overpriced, probably should have a buffet, but the average bill would be less. We also ate lunch there---OK, more reasonably priced.
Carpets in public areas are shabby. It's all a grand dame on her death watch or last leg. Pool is too small and it seemed that one could not use the Sheraton water slide pool contrary to other reviews.
Checking out at 2:45 was more hassle, because there is no separate check out line, so one must wait with all the people trying to check-in early.
From the few staff members with whom we had interaction, room cleaning staff when I left the room was the most friendly. I told her about the bacony bird droppings and dirty table. She apologized and thanked me. No expressions of thanks at check-in or check-out---just employees doing their job. It's all sort of sad.....
June 22, 2012
Rated 2 out of 5 by MickAndnick What a dissapoinment
Where to start ? I stayed at the royal Hawaiian last year for 3 nights on the way back from a Vegas holiday ,so immediately decided we would make the royal Hawaiian and Hawaii our focus for our 2012 holiday it was that good , I always put a lot of planning into our holidays as I get 1 a year , I booked 6 months in advance and sent direct emails to the hotel so that all was smooth , on arrival we had to wait a while for our room which is fine but would call me when ready , still waiting for the call ,nothing major ,we got to our room , nothing like the room we had previously and which I requested and was happy to use suite rewards and or points to get , so was a little peeved given I booked 9 nights , I went to check in to try to get a change , I might as well have spoken to the wall ,total waste of time ,the safe in our room did not work had to wait a day for it to be sorted , the toilet did not work properly , our door to the room did not lock ( only picked this up after a day -luckily we had nothing stolen) ,the air conditioner in our room sounded like a jet engine , we had breakfast one day , I am still waiting for my croissant and wife her iced tea , this is not the service you expect of a 6 star rated resort , the 2 biggest insults of all that I went to check in on 3 separate occaisions and the staff simply did not care and when I decided to check out 6 days early , It didn't even bother them 1 bit , the only comment was I couldn't get a late check out as she sad ' we will sell your room and are busy' ! Lucky I am platinum hate to think of the service otherwise , my biggest gripe is the fact they now charge you to sit on beach chairs in front of the hotel ,after what you pay for a room with al the other add ons I find this insulting and absurd , and is more a matter of principle ,ther is no mention of this on spg or when you check in not even an option for spg members , and was decided after a survey with guests ,From what I was told , when you are really looking forward to holiday and get average service and attitude it is very hard to recommend , as a platinum member you just want something for being loyal but here you get nothing and they take it for granted , there is no doubt it is a beautiful building and the lobster roll at surf lanai is awesome and the location second to none ,but the change in service and attitude of management in 12 months means I will never go back ,I still shake my head at the drop in service ,maybe their status should be reviewed .overpriced and over rated .
November 29, 2012
Rated 5 out of 5 by MissJillian9 Second stay
We came back here after visiting for a week in February. We felt so spoiled that I don't think we'll ever book a different hotel in Honolulu ever again! The staff is very knowledgeable and attentive to every need. The grounds are immaculate. The view from the ocean front rooms are exceptional.
The only two things I would recommend would be to get new umbrellas in the Mai Tai Bar, they are covered in mildew. Secondly, the pool/hot tub needs to stay open past 7pm. Add some lights and keep it open longer. It's so relaxing to have a night swim or dip in the hot tub in the moonlight.
But in no way do these minor things take away from the wonderful stay I had. We WILL be back!
June 3, 2014
Rated 5 out of 5 by RBDA The ultimate waikiki vacation spot!
Elegant, Romantic, Personable, Peaceful. The Pink Palace lives up to it's reputation. We stayed in one of the original rooms overlooking a quiet garden. The room had vaulted ceilings, and a nicely updated bath. I highly recommend taking the free historic tour offered by the hotel. There is so much history here. It's a real gem; a world away from the hustle and bustle of Waikiki, yet it's right in the middle of it! Also, the way it's situated, it IS the best beachfront on all of Waikiki. The Mai Tai Bar was a great place to watch the sunset and enjoy live local music. The Pink Palace really made our vacation special!
November 3, 2013
Rated 3 out of 5 by FBSB For The General Manager.
My wife and I were celebrating a wedding anniversary, and thought a stay at the Royal Hawaiian would be ideal.
However, that turned out to quite different to expectations, and we were very disappointed with many aspects of the hotel and services.
In particular I would refer to the standard and quality of the guest room. For the high room rate charged we considered it to be far below the standard experienced at other hotels, both in Hawaii and Asia generally.
Lunch at the Surf Lanai on the day before departure is worthy of note, where the staff were friendly, attentive and efficient.
October 19, 2013
Rated 5 out of 5 by medinae62 Once Again Had A Fabulous Time in Waikiki
Dear Royal Hawaiian Hotel management and staff:
Once again I was captivated by your excellent service and the beauty of the Royal Hawaiian Hotel. I stayed at the RHH in May 2011 and was so impressed that I had to book with you again to show my dad how wonderful your hotel is.
I hope to traveling back to Hawaii December 2015 and without a doubt I will be booking with you again.
Love the spa, love how peaceful and quiet the RHH amidst busy Waikiki Beach, and love the pink/Moroccan décor. I also enjoyed walking through one of the first floor level hallways that displayed photos from the hotel's past. There is one photo in particular that caught my attention and it's the one where it is the opening night of the RHH in 1927. I'm fascinated by the expressions on the people's faces, especially those of the young married couples. Must have been a magical night that day in 1927.
Thanks again for your kindness and your demonstration of the aloha spirit. Aloha Oe, until we meet again!
August 12, 2014
Rated 5 out of 5 by betbob4579 Outstanding time
We had a outstanding time during our stay. The staff and service was outstanding as usual.
The Sunday Bunch us way over priced at 68 dollars. I keep us away from that.
Only real complaint is having to pay a 35 dollar plus tax resort fee and 40 dollar plus tax fee to rent two chairs and umbrella on the beach. I feel this is a 70 dollar fee that is just a bit to much on top of a already 400 dollar a night room. We still had to get up and reserve the chairs we wanted on the beach. Before when we stay we did the same at no cost. I understand the resort fee, but the rest feel like we are being nickel and dimed.
October 26, 2013
Rated 1 out of 5 by RayGunFlyer Beautiful Hotel, Horrible Service, and Bad SPG/Hotel allignment
Though the managers were polite and empathetic in all dealings with me, they frequently were insulting in the content of their gestures, and unable to take action to correct both mis-understandings as well as gross negligence. The hotel's reservation system is apparently completely mis-aligned with the SPG website and availability shown cannot be trusted, and the valet gave my car to someone else without checking ID. I recommend skipping the property all together--a good Sheraton or Westin would easily be better, and a lesser hotel would provide a better guest experience than the Royal Hawaiian, "a Luxury Collection hotel."
It's a rarity for me to take my family on a business trip, but my kids were out of school this past week and I had meetings in Hawaii.
My family dropped me off at my business meeting and continued to the Royal Hawaiian to check-in. I set this up with the SPG support line, and was ensured this would be alright by putting my wife's name on the reservation, providing my SPG number, and sending her with my first-born child. Upon arrival, my wife was told she could not complete check-in, or discuss Platinum Room upgrades without the SPG Platinum member present.
While my family waited, I was forced to take 20 mins out of my business meetings to call the hotel and talk about room upgrades. I checked online if there were any Junior suites available while on hold for the first 5 minutes of the call--and there were. I was put in contact with the Manager right away, who told me that there weren't any upgrades or jr. suites available. We discussed the disconnect between what I could book online (SPG.com), and she said the website was frequently wrong. After about 10 mins of being told there weren't any suites but SPG suite-night Awards are always honored (mine were declined), she told me that their solution was to offer me their nicest suite for a LARGE amount in addition to my reservation...
We had planned for a fun day traveling around Oahu on the 4th of July-- When I didn't see our car at the valet, they apologized for giving another guest my car 10 minutes earlier. THATS RIGHT, they gave my rental car including my kids CAR SEATS to another person without checking ID or asking any questions. The manager suggested a cab, and that they would pay our return fare after our first destination--so we could see if our ACTUAL RENTAL CAR had been returned yet. We left for Breakfast about 45 minutes after I directed them to contact the registered guest they had given my car to. I usually tip the valet guys... I didn't.
Nothing was easy with this Hotel. I spent over 3 hours during my stay talking with staff about simple things like checking in, and late checkout availability. I recommend going to a different SPG property.
July 10, 2014
Rated 3 out of 5 by kaili Stereotypes
Everything at the Hotel had exceeded our expectations except for a couple of staff members. My children (16 & 17 yrs) was downstairs cruising.g by the rocking chairs and they were both questioned, quite intensely, about their reasons for being on property. I spent the money to stay at the Royal Hawaiian because it is the one hotel that is desired by both foreign travelers and locals. My expectations from a hotel is to always make my family and I feel like we are home. Unfortunately, my kids felt like they were criminals and felt like they were being picked on especially after being questioned once again in the back lobby of the hotel. This was unacceptable and quite frankly rude.
January 23, 2013
Rated 5 out of 5 by Gypsy79 Beyond Amazing
The Royal Hawaiian provided an experience that will last a lifetime. From the beautiful architecture to the delightful food, this resort creates flawless details. My son and I both enjoyed swimming in the pools, and our room was not only gorgeous, but spacious and very clean as well. The staff were all kind and prompt with assisting us in any way. Thank you for an amazing stay. Can't wait to go again!
September 18, 2014
Rated 5 out of 5 by Hottieshusband ABove average staff
My wife and I travelled to Hawaii for our 34th anniversary. The room we originally had had a couple of minor issues, the staff rectified them immediately. Another minor issue came up, lets not forget this building is almost 100 yrs old!! This time we were moved and our room was upgraded without even asking. The service manager,I think his name was Shaun, was most impressive, checking every day to make sure we were content. The hotel is also in the best location on Waikiki beach!! When out and about shopping or dining, when you tell people you are at the RH, you get treated differently, in a good way.
February 16, 2014
Rated 3 out of 5 by macventure Mixed Experience
I've had amazing experiences with Luxury Collection properties in New York City and the Yukatan. Unfortunately, The Royal Hawaiian isn't in great shape and the staff isn't empowered to assist guests like I've seen at other properties. I had booked a room with a suite upgrade nearly a year ago. It wasn't until a few days before my arrival that the staff informed me that all such requests are limited to garden rooms. Ultimately I enjoyed a beautiful ocean view suite but it came a cost - I had to enlist the General Manager, SPG Supervisors and a barrage of emails. I'm embarrased - it should be easier.
December 2, 2012
Rated 4 out of 5 by David1128 Wonderful Stay in Waikiki at the Royal Hawaiian
Overall, we have a wonderful experience. Little quirks with check in where you sit down at a desk with the receptionist and this lead to us waiting an inordinate amount of time to check in and get a room. Then we had a discount rate due to corporate arrangement ahead of time but then I was asked for paperwork confirming the corporate rate that I did not have since my office arranged everything and did not give me anything offhand. Had to wait until last day when my secretary returned from her vacation to get the details straightened out. Nice pool but no where to swim laps. also if you arrived after 9 am there were no chairs unless you wanted to pay for oneunder the cabana or on the beach.
August 9, 2012
Rated 5 out of 5 by vols94 Old Style Experience
We selected the Royal Hawaiian for the Art Deco feel and it delivered on that. If you need a big modern room or a large bathroom this is not the place for you. The dining is limited but Waikiki provides plenty. Property seems isolated even though it is in the heart of Waikiki and the beach is right out the door. The staff is attentive and the management of needs was excellent.
September 17, 2014
Rated 5 out of 5 by Carol2013 Beautiful hotel with amazing views
We loved our 6 night stay and can't wait to go back. The hotel was top notch and treatment was fantastic. Anything you asked they deliver and now questions or hesitation. Don't expect extreme cleanliness though, you need to just relax and realize your in Hawaii and they likely don't have the same obsession with cleanliness that we do in the states. Not dirty just not spotless. Can't wait to book again !!!!
August 28, 2013
Rated 5 out of 5 by RAFLifestyle Peace & Quiet
Fantastic first time stay at this iconic hotel, so peaceful & quiet tucked away in Waikiki. All the staff gave me wonderful recognition throughout my stay.l
July 26, 2014
Rated 3 out of 5 by Huckleberry Mixed Bag
Fantastic service from the staff! Azure was wonderful. Mai Tai was good. Bedroom was adequate. Bathroom was way too small. Toilet logistics were challenging. Robes too small. One size does not fit all. Resort fee annoying: we did not have a car; we had our own phones; we had no children w/us; internet was unreliable. 'Pool' area was laughable. Why is there no charge for sunning by the pool and a charge at the beach. If I am by myself at the beach, why do I have to pay for two chairs? Aren't we being charged enough for the room? Or shouldn't the resort fee include chaise lounges at the beach?
February 20, 2013
Rated 3 out of 5 by rengri Disappointed could have been so much better
I stayed at this resort about a year ago and was so impressed by the old world Hawaiiana charm of the hotel and the service was excellent. This time was not the same. At check in we were told that the hotel was very busy with the Today Show filming. It seemed as though that was the hotel employees priority. The air conditioning in our room did not cool the room. It came on all night which kept us awake but never cooled the room down. When we switched to a new room the next day due to the air conditioning we arrived at the room and our new keys to the room had not been activated. Back down to the lobby to get new room keys. I would expect better from a "luxury" hotel and for the price per night.
May 20, 2013
Rated 5 out of 5 by Lloyd747 Outstanding Experience
I stayed for 5 nights as a vacation to celebrate my birthday. It was an outstanding experience. The hotel has the best loocation on the beach, is secluded from the noise and foot traffic on the street and has elegance and charm. I love staying in the historical wing. Had room 271, an ocean junior suite. Huge room, geat view and nice room amenities. Free bottled water and a refigerator to keep things cold. Loved the pool chairs and umbrellas. Yes there is a charge now, but it is never full and you can always get a good spot. Great food, great drinks at the Mai Tai bar and the staff greets you by name every day. This was all in all a great experience and I will stay here on my next trip to Honolulu.
November 17, 2012
Rated 4 out of 5 by Curly14 Better last time
Love this hotel, love the location have been here two other times and had better experiences, but that said I will be coming back.
Just a few issues with noise and some of the beach and pool staff not so friendly this time but that won't stop me coming but as it is a wonderful hotel/ resort with a touch of class..
September 15, 2014
Rated 3 out of 5 by RJRJ1000 Slipping
I remember my first first to the RHR 6 years ago. I was most impressed with every single thing (valet, bellman, front desk, etc.). This year I returned was most DISAPPOINTED. No greeting or assistance from Valet, Bellman (until my husband asked for assistance). No welcome from front desk, no pink lemonade was offered, wasn't able to extend a late check out. The first welcome we received was from House Keeping as we approached our room. In fact, all of the housekeeping staff was very friendly. Beach Boy Micah was AWESOME. Not sure I will stay at RHR next year, as when you promise to provide exceptional service and then you don't, then it is expected every single time. This time you just didn't measure up.
November 9, 2013
Rated 5 out of 5 by surfski808 Once again, a great stay at the Royal Hawaiin
As a local resident of Oahu, I like to spend a night or two every month in Waikiki with my girlfriend to go out for dinner and do some shopping. I have stayed at all four Starwood properties in Waikiki and none of them is better than the Royal Hawaiian. As Platinum SPG member, I always get special treatment and recognition but this time, the management went above and beyond and put me in the Royal Hawaiian Suite which was spectacular. We had a wonderful stay and will definitely be back soon. To the staff, guest services manager, and General Manager - Mahalo, a hui hou malama pono!
October 15, 2012
Rated 5 out of 5 by MM85 ANOTHER GREAT STAY !!
Just got back from 11 wonderful days at the Royal. As always, we were welcomed with open arms by the staff and made to feel like we were in our second home. Special thanks to Cori (you are the best!), Brandon (on arrival with our bags), Jim and Jason (for helping arrange our cocktail reception at the Mai Tai Bar), Keaha (reception), Brent (Azure), George and Nam (Surf Lanai), Evelyn and Michael (housekeeping) and Michael (beach service), Susan (Mai Tai Bar), and so many others. Can't say enough good things about the Royal.
August 5, 2014
Rated 5 out of 5 by Alohatears Royal at the Royal
There is nothing more old grand Hawaii than the Royal Hawaiian . Classic class, at its best! The best beach in all of Hawaii and the beach boys at the Royal Hawaiian give you all ALOHA . First class from STAFF, food and drinks , Glamour of a classic hotel...
September 16, 2014
Rated 5 out of 5 by CMMKJ Familiy Vay Cay
Great, iconic hotel. A couple of disappointments. Took 2 phone calls to fix the room safe, had to call to get a shower curtain installed and have the shower head moved to accomodate someone over 3 feet tall !!
The Royal is a great hotel, superb location and an oasis amongst the hustle of Honolulu. My issues are nit-picking for sure but this is a 5 Star Hotel at a 5 Star price, we had 40 hotel room nights booked for our family (multiple rooms) and expect close to perfection (devil is in the details) !!! We did have a great time and the staff were terrific !!! We will be back.
April 8, 2013
Rated 4 out of 5 by Nori65 Overall, very good!!
Would surely recommend the hotel for Waikiki visitors, great location. A couple of issues may be the loud A/C which can be fixed if they really tried, and the small sink in the bathroom which is a structural issue so may not fly.
In any case, good job! to the whole staff.
August 31, 2013
Rated 4 out of 5 by Izko This hotel has greate location
The beache make the hotel the most attractive
September 21, 2014
Rated 4 out of 5 by RobNick Air conditioning noise
Whilst my husband and I thoroughly enjoyed our stay with you, we were continually woken up all through the night when the air conditioner turned itself on and off. I am a light sleeper, but have never heard such a noisy air conditioner. Perhaps something could be done about this.
Secondly, we ate breakfast in the dining room most days, and whilst it was very expensive, I am not complaining about that. I was annoyed that on 4 separate occasions we SPECIFICALLY ordered toast and bacon and poached eggs only - nothing else - no salad, roesti, etc, and yet we kept on getting the full breakfast. This may sound trivial, but it was annoying, and not the sort of service you expect for the price and the specific instructions.
However, on a more positive note, I would like to say that overall we had a great stay. Your concierges were terrifically helpful, particularly Monica, who gave us a lovely little book on the history of the hotel to read on the plane home.
Thank you for the opportunity to pass this on to you.
September 13, 2014
Rated 5 out of 5 by jopb61 THE STAFF
We come to the Royal hotel at least once a year and we love the Hotel for its elegance and beauty but the main reason is the staff….Avis is always the first person we see and what a delight…she is infectious….Gerrard and Allan at the car/cab area…Randall and Cam are the most wonderful staff in the breakfast areas and we all love Heidi she is so thoughtful and kind….Chuck and Tomoko are sensational, meeting all our needs and more poolside and Nelson is my kids favourite with the surfing lesson, he is a wonderful young man….and then there is Kui and Shane and Cheryl at the Mai Tai Bar, fantastic staff and our last favours are Romeo and Francis who looks after our room so well….we love them all….Jo and Paul Peers-Barlow
November 10, 2013