Rated 4 out of 5 by RKent A Bit Disappointed
The room and the facilities are beautiful and I could not have asked for a better view. That said, the shower was leaking and had rust on it, the television in the sitting room did not receive two of the three major networks ( ABC and CBS). This was reported to the front desk ( a note was made on his pad of paper) but was never checked nor corrected. The AC in the sleeping room had a setting that varied over 6 degrees. The AC in the main sitting room was more consistent.
Perhaps the main complaint lies in the lack of room sound-proofing. The exterior patios and the bands playing on the beach are clearly audible even when the doors are totally shut and locked.
The staff at the hotel were all extremely friendly and helpful with the exception of the non-reporting of the TV cable situation and a front desk individual telling me I was going to receive a 30% discount on my meals ( but failing to mention that the discount did not apply to dinner).
Given a room rate of $1,155 per night I expect better than that. The hotel should run like a Swiss watch at those prices.
June 24, 2014
Rated 5 out of 5 by SALVY The Best Hotel
Absolutely the BEST hotel ! Every single employee genuinely cares about you and treats you like family. From the front door, to the front desk, Beach Bar, Pool and Beach Services, everyone is friendly, helpful and sincere. Even the graveyard cleaning crew says Aloha ! Can't wait to go back !
October 22, 2011
Rated 5 out of 5 by Gigi49 Exceeded our Expectations
We weren't sure what to expect, based on some mixed reviews. From the moment we arrived we were treated so well from every staff member we came in contact with. Our room was in the tower wing and I loved everything about it. Clean and comfy with a beautiful view. We will definitely be back!
September 11, 2012
Rated 4 out of 5 by RonG A bad time turned very good!
When we arrived, the person at the SPG desk, barely recognized our SPG status. He did not tell us of our benefits and did not give us important info.
When I booked our 6 day stay, I requested a room in the newer wing. When we arrived, I asked for an upgrade I was told we were upgraded to the Banon Wing.
The wing is historically. The room was super tiny with no room to move around and no storage. And the bathroom...small, dark, dirty.
We asked for an upgrade and were told that at that time there were none but the desk would call if something opened up . We then requested a hotel change, this request did not appear to bother the manager.
Finally, on the third night we were moved into a spacious room in the Tower Building We thank Steve at the SPG desk. He told us about all the benefits, apologized profusely, made concessions, and treated us well.
The rating above reflects our first days BEFORE the room change. After the change everything was fantastic and we look forward to another stay next year!!
February 9, 2013
Rated 5 out of 5 by Mays A Week in Paradise
After researching many hotels in the Waikiki area my girlfriend and i decided that Moana Surfrider was the place we wanted to stay...what a great choice! Not only did the hotel meet our expectations but exceeded our expectations as well. We stayed in the Tower facing Diamond Head on the 17th floor three rooms from the end where the suits are...what a view! There is nothing like waking up and going to bed with a balcony that has a view of the ocean and Diamond Head. The room was clean and the bed was comfy. We had mentioned that it was a trip for our anniversary and my girlfriends birthday but did not expect a bottle of champagne and a nice birthday dessert waiting for us when we first arrived...what a nice touch! Everything about the hotel was to our liking...upscale dining with great service and wonderful ambiance...a quick walk to beautiful Waikiki beach or to the many stores and restaurants nearby...fast valet service and everyone at the Surfrider was friendly and helpful...we will definitely stay here again next year!
December 16, 2013
Rated 2 out of 5 by Room490 Hundreds of small bugs were there
Our room #490 has not been properly cleaned. Former guest spiled soda or something under the desk. And there were hundred of small bugs. We found them at night and called the front desk.
The hotel said they would clean them up tomorrow. In the next day, they did a quick clean and bugs were still there.
June 22, 2014
Rated 5 out of 5 by Joyce26 this hotel has excellent and helpful staff
As a Platinum member, staff went out of their way to make sure I was fully satisfied. Friendly, professional and so nice. This includes management, front desk help and housekeeping. Getting a room with veranda and ocean view completed a wonderful experience.
February 14, 2013
Rated 5 out of 5 by Steviecrown Hotel with excellent staff
The Moana Surfrider met my standards in style. Mr. Craig Anderson (GM) has found people that enjoy what they do on a daily basis. I am looking forward to my next visit.
June 24, 2014
Rated 5 out of 5 by SunnySRF Historic Character and Charm
This hotel gives you the wow factor. From arrival to the front entrance, the hotel staff greeting you at check-in. The staff were most friendly durning the entire seven night stay. It makes you feel like you have become part of the Moana Surfrider Family.
December 9, 2012
Rated 5 out of 5 by BNBarker Amazing and friendly!
This hotel for the last leg of our honeymoon was exactly what we needed and worth spoiling ourselves a little for. It was absolutely beautiful, the staff were amazing and it was a warm and friendly environment to be in. I cant wait to go back!!!
November 16, 2012
Rated 1 out of 5 by Leslie2013 Disappointed
My first trip to Hawaii and what a disappointment this hotel was. I paid for an ocean view room that was blocked by a tree, s beautiful historic tree...but a tree. I asked to be moved 3 times and no one followed up with me to the point I had to keep going to the front desk. At one point i was told i would be able to "see through the tree when the sun came up". Breakfast buffet was wonderful. The service in the casual restaurant was AWFUL. Long waits for greats and food and had to get up to get my own refills. We ate their twice, both times....BAD! Asked for a late checkout (again I had to follow up multiple times, no one called me back). which wasn't available due to capacity, it wasn't until we got our bags from the bellhop that he told us. The best part of my experience was my interaction with the bellman and valet people, I will go back to Hawaii but not to this hotel. I travel a lot ( i have diamond,and platinum status at two of your competitors and Starwood gold 6 years in a row) this is the first unsatisfactory review I have ever written.
August 13, 2013
Rated 5 out of 5 by advkit Outstanding family vacation
This was our first time in Hawaii and I couldn't have asked for a better place to stay. Our suite surpassed the expectation and there was enough room for everyone to spread out and enjoy. The roll away bed was even heavenly comfortable.
December 31, 2012
Rated 5 out of 5 by SamC13 Amazing Hotel and Great Staff
Stayed here more than 10 times in the past and, as always, had such a great time at this amazing property! Perfect location, beautiful facilities and wonderful staff. Keith at the front desk was amazing and very helpful!
September 9, 2013
Rated 3 out of 5 by Amanda808 Not Satisfied
Although I thought the hotel was beautiful (I had wanted to stay there for years now), my stay was not as great as expected.
I'm a local and stayed at the hotel for a weekend for a stay-cation. The customer service was not consistently pleasing or adequate - if anything, it was too laid back, and this is coming from a local girl. We expected the atmosphere to be a little more of that of a luxury hotel as the prices are high and decor is so beautiful, but were discouraged that we were sometimes overlooked or ignored as guests.
For example, the first moment we got there the valet service and bellboys did not come to our car. We watched as they meandered around; eventually we had to get out of our car and approach them for assistance.
The front desk registration was the best service we received as part of the stay.
The service at the patio restaurant we had breakfast at had strange service - the wait staff would come by to bring items or take trash and would be talking to himself & the wait service was not attentive - even as I looked over my shoulder and tried to flag down someone for a refill of my water, it took me almost five minutes - it was very irritating.
The pool was disappointing as no one seems to be enforcing any usage on how long you can reserve a lounge chair. We waited patiently and it seems people are allowed to hang their towel on a lounge chair for hours, leave, and then come back with their chair saved! There should be more chairs available.
Checkout took almost an hour as there was a discrepancy with the bill. Basically what we were told at check-in was not what transpired by checkout. We had to two reservations for two nights (one star friend auth) and the other a regular rate. We were told we could stay in the same room, then split the bill two ways upon final checkout. Instead, the first night bill was already paid for using my credit card and without my knowing. We were patient and said we understood but when we tried to apply the first night's points to my Starwood preferred guest account (just opened), I was told it was too late because my account was closed..which should not have happened any way. I feel we were very patient the entire stay and did not make much of a fuss while we were there.
The only thing that really makes up for the lack of acceptable service is the hotel itself; the aesthetics and maintenance of it. We love the hotel nonetheless and would like to come back.
If only the people working there loved it as much as we did, maybe they'd be more motivated to promote better customer service. Aloha, and thank you for considering this feedback.
April 7, 2014
Rated 5 out of 5 by HornKala great service
Arrived on 12/12 - 1550 hrs, outstanding Reception Agents and MOD at check-in; food was excellent, loved the Pupu Steak from room service, very clean room, I even checked under the bed!
December 16, 2013
Rated 5 out of 5 by HBkowalski That Ohana feeling
Frank and the crew out front always greet you with a smile and a warm welcome!! I instantly feel at home when I show up. You can't beat breakfast on the veranda and the views are awesome! My home away from home.
November 23, 2011
Rated 4 out of 5 by Whyanicknamethatsdumb Best on Waikik hotel strip
I went and saw a number of hotels during my time in Honolulu and this was by far the most modern and had the best position on Waikiki beach.
Bed was fantastic, although with ALL US hotels there was no minim bar.... ARGH
June 22, 2014
Rated 5 out of 5 by hbluna79 Appreciate the upgrade. The Tower Wing was my favorite.
Stayed in this Starwood property 4 times last year and twice in the last two months and the Tower Wing is by far my favorite. Couple of times, I was dissatisfied with the internet, speed was extremely slow and trying to do work was frustrated. Had to carry my laptop and work out of Starbucks. But this past stay, in the Tower Wing, internet was better than Starbucks.
This four star elite greatly appreciate the upgrade and hopefully will be assigned in the Tower Wing for now on.
Only complaint was I paid a 25.00 resort fee and I heard other customers checking in paid 18.00 resort fee. Since I paid using points, I didn't matter to me.
January 14, 2013
Rated 5 out of 5 by Roberton Grand old hotel
The Tower Wing is excellent. All the staff are very helpful and efficient. The Veranda is a great place to eat.
The older part of the hotel has a lot of history.
March 6, 2013
Rated 5 out of 5 by Peter0308 Hotel is truly excellent in all accounts
From check in to service, to dinner and pool activities the hotel catered for our family well. The room was spacious for our family of four with stunning views.
June 30, 2013
Rated 5 out of 5 by CarrieJ Shhh, I don't want this place too crowded
Hey, this group of welcoming and top caliber staff and management deserve the highest honors, but always when something is this good, it usually gets spoiled somehow. So please tread carefully when you come here, and don't abuse this special combination of everything we love about Westin. Beauty, tranquility and style... super clean and comfortable...well designed resort programs that are free or reasonably priced, and professional staff that like their jobs and their guests. Kudos to Noelani and all the team at the new Beach Club - Surfrider's version of a Club Lounge for Platinum as well as availability plus extra fee for others. That has to be the best secret - so shhh, and I wont tell you all about it (beach front views, great light fare, sunsets, comfort and elegance). I also loved all the live music night and day, the daily yoga at the spa, spa treatments, and the lobby offering a Westin superfood elixir each day. Oh my, I can't get back here fast enough!
Cons: desk chair is too hard and uncomfortable to sit on for long, bath gel must be requested (standard leaf shaped soap is always too drying) , shower cap must be requested, but thanks for providing upon request!
December 19, 2013
Rated 5 out of 5 by Stu59 Location and atmosphere
All staff were friendly and welcoming. Loved the charm of the original Hotel foyer and the Banyan tree court yard. Location excellent.
July 19, 2013
Rated 4 out of 5 by Cassie3782 The hotel is beautiful; Unexpected charges at end
All in all our experience was magnificent. The hotel was beautiful, the room was great, the staff was friendly and welcoming and the food was superb each day. Our only negative experience was checking in and checking out. Upon checking in, the gentleman checking us in forgot to give us our breakfast coupons with our room, as breakfast was free with the room we chose. Then upon checkout, we found out about an addition $31.41 charged each day as a 'Resort Fee'. We were not informed about this as well upon check in and were quite discouraged about an additional $282 charge on our credit card when leaving. As if almost $400 per night wasn't enough.
August 27, 2013
Rated 5 out of 5 by StevePDX Quality Hotel
A beautiful grand hotel with a great staff. Definitely a classy establishment. We where treated very well. Great beds, although they don't offer queens which is odd since the rooms are large enough.
The only negatives for us is that it the place was hoping, lots of people staying there so often it was hard to get a chair by the pool or facing the beach. If you stay on the side that faces the Outrigger it can be a bit noisy at night but not unbearable.
We split our stay between this hotel and a condo and while the condo saved us money on food (food and drinks at the hotel is sky high), we definitely enjoyed out time at this hotel the most.
June 2, 2012
Rated 5 out of 5 by Lappl22 Terrific time
We stayed here to celebrate a special anniversary. We were treated royally!
August 3, 2013
Rated 5 out of 5 by Uilani We live on the Garden Island of Kauai. We decided to celebrate our anniversary on Oahu.The staff of the Moana Surfrider Hotel front desk were awesome.
Our 41 yrs. wedding anniversary
December 10, 2013
Rated 3 out of 5 by tucsonguy Great staff attention, but needs repair and management improvement
This is a lovely historic property, and for anyone who wants to be at the heart of Waikiki Beach it's ideally located. But even better are the staff: reception staff made supreme efforts to accommodate and they, as well as the bar, cleaning and other staff really "went the extra mile" to be friendly and obliging. But the (historic) Banyan Wing is a very noisy place: while I view the music from the restaurant below until 10:30 pm as tolerable, the daily set up -- banging carts, crashing cutlery, ongoing conversation -- that starts every day AT 4:30 AM is not acceptable. This is bad management: rather than 1-2 set up people from 4:30-7:00 am, get more staff for 6:30 and delay the set-up until then. Even worse, on Friday night they were out doing some sort of facilities reorganization -- banging and crashing around at 1:00 am. Combined with the single pane windows that do not close fully, the noise was unbearable (installing interior, closeable plexiglas window would allow the historical windows to be maintained without constant noise). In short: a great property with terrific staff -- but the management needs to be more attentive to the restaurant noise issue and attendant room window maintenance/repair issues.
February 10, 2013
Rated 2 out of 5 by Mia2013 Worst westin I've stayed at
Room 3705 was beyond dated. The room should not have been inhabited.
January 27, 2013
Rated 4 out of 5 by Magus excellent location
excellent location, small private beach but nice anyway
October 22, 2011
Rated 5 out of 5 by CurtisW A Great Way to Do 'Nothing!'
The main purpose of this trip was to spend quality time with a very special friend and to do 'nothing' but enjoy time off! The Moana Surfrider helped us do both. As soon as you get out of your car there is a 'Wow!' factor. The property is very impressive. All our needs were attended to with a smile and caring attitude. Our every wish was catered to us. The bed, pillows and sheets... absolutely wonderful! The hotel is ON the beach. Step off the stone walkway and hit beach sand. No streets to cross or directions to worry about. The Beach Bar is located on the beach as well and under a giant Banyan tree that is as beautiful as it is majestic. The hotel has done an excellent job preserving and maintaining the growth around the property. The food was great and they had a good variety at both the restaurant and Beach Bar. The only things I would recommend to the hotel is a map showing the easiest way to access the parking and parking levels at the off sight parking. And a little more variety on the room service menu in the area of light healthy meals. The biggest negative/surprise for us were the prices for food. But in the hotels defense it was that way everywhere..... after all you 'are' in Waikiki! Thanks Moana for a great ten days! Curtis
July 13, 2012