Rated 1 out of 5 by dp1234 SPG member was treated poorly
We are SPG members and we were not accomodated what so ever. It started by them not even acknowledging us a SPG members and them stating they were overbooked and can we stay at another hotel. When we told them we made these reservations months and we shouldn't be inconvenienced, we were told to wait for a room to come available. That was two hours later and no one called or looked for us to tell us our room was availble. When our room was available no one apologized.
July 30, 2012
Rated 3 out of 5 by SWAMI242 The good and the bad.
We checked in which was a painless 5 minute operation. Made it upstairs and entered the room and it was just as expected being that I have been here a few times.
The carpet was wet all around the door which was concerning but I attributed that to Then there were small flying bugs and that was an issue because the wife has "bug issues".
This was a 3rd anniversary weekender for us and our stay was great. Would recommend this hotel to all first time visitors to Hawaii.
October 12, 2013
Rated 5 out of 5 by efspetaluma One of the grand old Waikiki hotels
A lovely old time hotel right in the middle of everything. We were in the historic section and had our own lanai with two chairs overlooking the banyan tree and the beach, so we took our evening cocktails up to our room, sat on the lanai and enjoyed the "easy listening" Hawaiian music coming from the bar area. The room was lovely and clean. The bathroom was small by modern standards, but more than adequate. The closet was an armoire. The beds had enormous pillow top mattresses. The best place to people watch is from one of the rocking chairs on the front lanai. Parking is around the corner at the sister hotel.. Don't forget to get a parking permit from the front desk at the or else use valet parking. Give the valets at least 20 minutes warning before you want your car. Check out the sister hotels for meal opportunities.
August 29, 2013
Rated 4 out of 5 by md925 Mixed Opinion
The public area is very impressive; however, our room was nothing special. We were told by the desk that we had a "preferred room" with a desireable view of the courtyard. We actually looked at a very ugly rooftop, and beyond it must have been the courtyard. There was one very small sink in the bathroom. Overall, it seemed like a very old room, but clean. The location of the hotel is excellent, central in Waikiki. The staff was friendly. The room was disappointing.
March 19, 2013
Rated 3 out of 5 by ARE73 Moana Surfrider
Made reservations 3 months prior for king bed, was given room on 4th floor with 2 twin beds. Was told we could be put on waiting list but would probably be room with out view. No internet in room and personnel could not or did not care to fix. Bathroom was not clean, found hair on floor and dirt in corners. Check in desk informed me to upgrade SPG account on line, web site informed me that it needed to be done by personnel. Not impressed at over $500.00 per night!
October 19, 2013
Rated 5 out of 5 by JFSR This Place is a Hawaiian Gem!
My son and I recently traveled to Hawaii for his college spring break. He knew his Mom and Dad liked the Moana, but he wasn't sure if the old Hotel would be the right one for him.
Well, we enjoyed everything about this special place! People watching from the porch rocking chairs, Hawaiian music under the Banyon tree, history rooms on the second floor, dinner on the veranda, an amazing room w balcony overlooking Diamond Head with the beach at our feet. This Hotel is like no other, harkening back to an elegant and simple time. Hotel guests were from around the world and consisted of couples and families both young and old.
My son want's to stay here again, with his whole family, when we return this summer.
Thank you to everyone serving the guests at "The Moana". Through you all, Waikiki's First Lady has never looked so good!
March 22, 2013
Rated 4 out of 5 by HappyLove Lovely stay
Really great hotel, friendly staff and good service. Only one head of seating staff member in the restaurant was a little abrupt, but that was the only minority.
Generally a really nice stay and will definitely recommend this to all our friends. The YOGA classes are fantastic! Definitely a plus. and the gym facility is terrific too. One of the best places to stay in waikiki. Thank you for ensuring we enjoyed our stay. Everyone is so nice. We'll be back soon.
August 1, 2012
Rated 5 out of 5 by Moly65 Great hotel
A fantastic hotel the staff were very friendly and the food and location were great. Would highly recommend this hotel
July 16, 2014
Rated 2 out of 5 by zrkeating Not so happy 4'th
Our stay started by checking in to an "upgraded" room because of my Platinum status. We were told it was in the historic section of the hotel with a view of the beach. I'm not a big person and could barely fit into this room, it was literally a closet with a king sized bed stuffed in the middle. Our view was from a window awkwardly placed in the corner, and if you stood on the random side couch and strained your neck to the as far as you could, you could make out some ocean through the trees. While the room across the hall was twice as big with a balcony (same class of room), so much for being a platinum member. The customer service was far below what I have come to expect from a Westin property, both at the front desk and in the Beach Club. The worst part was that three different members of the staff told us that we could see the fireworks from the hotel and the beach out front, which was not even close to correct. One person didn't even know it was the 4'th of July! Will be staying at the Sheraton in Honolulu if I stay with Starwood after that abhorrent experience.
July 8, 2014
Rated 5 out of 5 by RozzW72 A stay in paradise
My husband and I stayed for 3 nights prior to a Hawaiian island cruise. We had a spectacular ocean front room with views of the beach and Diamond head. Staff were helpful, pleasant and went above and beyond. Bellman even helped my husband change a flat tire on our rental car. Enjoyed the morning yoga as well as sitting under Banyon tree at night listening to the live music. Beautiful, historic property! One of the best Westin stays we have had!
March 12, 2014
Rated 3 out of 5 by AlreadyHome Sounded like a college dorm room
My bed was uncomfortable. Sounded like someone was moving furniture above me. My bathroom window would not close and lock so I could hear all the noise from outside. Reminded me of a college dorm with all the noise. Would not recommend if your a business traveler and needed to get to sleep early.
June 27, 2014
Rated 3 out of 5 by JustinK Beautiful but flawed
The hotel is beautiful but we left somewhat disappointed. Apart from unsatisfactory room size (and the fact we were woken from 5am one day with doors banging and delivery trucks!) we also felt that it was a bit under staffed. Also we had a poor experience at check in and check out with allocation of 2 rooms and inability to provide receipts for credit card. Not the fault of staff, but presumably systems. SPG seemed to have no bearing in this situation.
October 1, 2013
Rated 5 out of 5 by 40th seaside view
Loved the amenities, didn't expect all the available activities. Staff was very friendly, helpful, air conditioner had problems upon arrival, got fixed quickly, problems next day, took longer & 2 workers. Toilet freaked out my husband. Loved the surprise he had, Like the fact that safe was up higher. Didnot appreciate the note saying if we wanted more coffee we could pay for it! Really at that room rate??? Loved the history, the music every night.
March 7, 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 1 out of 5 by Debdoc61 Poor Service!
Many times during our stay staff were unwilling to assist simple things like bringing a cup of tea to the Beach Bar. Husband in wheelchair was given a cup of hot water and told to go to the restaurant himself to get the teabag!!
This was not a one off incident!
Would not stay there for that price given the poor service! Better to stay somewhere else and then go there for the location to swim as anyone can walk in and use the facilities and bars.
January 13, 2013
Rated 4 out of 5 by HonestSPGgoldtraveler 21st Wedding Anniversary Staying
I will give a "Good" to Moana Surfrider. Our trip was to celebrate our 21st wedding anniversary. Notification has been sent to Moana Surfrider before our arrival. During checked-in, we were being informed compliementary champagne has been arranged for us, but champagne never sent to our room even after we checked out! In addition, after we checked-in, we wait for our luggages in our room for more than half hour. Our luggages never came. We head out for our dinner. By the time we returned from dinner around 11 pm. Our luggages still not yet sent to our room. We are quite disappointed the service of this hotel. Also, there is a charge of US$25 per day for internet and parking. We do not have a rental car, I find this is unfair to those hotel guests do have a rental car or do not use internet. Anyway, overall hotel is good, but not excellent!
August 19, 2012
Rated 4 out of 5 by FranG1 April Anniversary at the Surfrider
The hotel is spectacular, a great mix of old school cool and new amenities. The banyan tree, the location and the lobby and beach bar were perfect. The tower room with a balcony and ocean view were truly special..and we caught some fireworks too!
Not much recognition for platinum status and inconsistent customer service and levels of service.
Overall a great find amidst honolulu!
I am excited to return with my family for my husbands birthday !
December 27, 2013
Rated 2 out of 5 by Mia31 Poor Customer Service
The hotel was sold out and service was very poor. Every time we went to the pool there were not towels left. Noise in room was loud given that we were near elevator and housekeeping room.
July 7, 2014
Rated 5 out of 5 by MoJoe Great facility / location food
Our son's wedding was held here, great location! Food and facilities were great. Noisy but the young ones loved it! The staff sent our luggage to the wrong room (finally got it 2 hrs later, after complaining several times) and had to re-register since we stayed longer than the wedding rate window allowed, although we were told we wouldn't have to do this. Staff not coordinated on this. If one wants to be in the midst of Waikiki, this is it! 23
October 4, 2012
Rated 2 out of 5 by D85000 Poor Customer Service
I felt the hotel staff, although nice, did not provide the level of customer service that is expected from a Westin Hotel & Resort. Simple requests were often met with excuses and directions to address with other staff members, the Food & Beverage service was slow often taking 20 to 30 minutes to see a server in the restaurant/bar let alone receive an order and maintenance was called to my room on two separate occasions for necessary repairs.
May 13, 2013
Rated 3 out of 5 by laspilot Check In Was Terrible
The front desk staff did not do well. They had trouble finding our reservations, even when supplied the conformation numbers. We had 3 of us check in at the same time and took over 30 minutes, then to find out they book 2 of us in the same room.
June 30, 2014
Rated 5 out of 5 by GoldenBear13 The dream vacation!!
The staff at this hotel are the friendliest and most accommodating of any hotel staff we've ever seen!!! They all made this trip perfect!! From our first experience at arrival, to room changes made perfectly by the front desk, restaurant service, pool service and housekeeping, we kept being impressed on a daily basis. We had no idea a place like this existed and we will surely be making this a favorite spot to return to as often as possible!
May 26, 2013
Rated 5 out of 5 by pfco Great 12 hours in Waikiki
I was only there 12 hours from arrival to departure at 5am, but a great place for a 12 hour stay! Nothing wrong, everything right and you don't need to leave the hotel - beach, beach bar, music, nice staff. AS for the Starwood amenities, I'm a business traveler and nothing they offered worked in 12 hours I was there - a complimentary internet is not enough with my wifi card to help though I appreciated the 2 free bottles of water very much.
March 30, 2013
Rated 5 out of 5 by Laner68 Hotel and Staff are the Best!
Our first time at the Moana Surfrider as a guest! I loved everything about this hotel; From the moment we checked in to our check-out, we had great experiences. Our room was immaculate. Beds AND pillows were very comfortable. Our service personnel in every area was the best. Our room had a lanai with a beautiful ocean view.
Our dining experience was great in all areas; especially under the Banyan tree!
The SPA experience was rejuvenating.
April 29, 2013
Rated 5 out of 5 by Shangrila Feedback of our stay
This hotel's location is great. Across from International market and walking distance to hotels where we watched shows. It is right on the beach so it's so convenient. We also appreciated the amenities like the refrigerator, coffee and tea maker, robes, slippers, etc. We were just disappointed that the bath tub of our room has lots of scratches and for a 4-5 five star rated hotel....it is not acceptable. For sure it has been cleaned well.
August 8, 2012
Rated 2 out of 5 by Melabj Nice position hotel tired
Fabulous location, grand old dame of Waikiki but very tired in some respects. We were well looked after however had to request a room change because the old aircons are soooo noisy, impossible to sleep with and the bathrooms are really really dilapidated to the point that they look dirty. Shower controls are hit and miss and falling out of the walls. Not cheap and really not great accommodation. General public areas okay and service good.
October 29, 2012
Rated 5 out of 5 by dr10596 A fantastic experience
My fist stay in years at the Surfrider was THE pleasant experience of my trip to Hawaii. the hotel was beautiful. the food tremendous and the staff, very accommodating. I have already booked my return trip and don't plan to stay anyplace else while on Oahu.
June 26, 2014
Rated 2 out of 5 by Mikey87 Luxury - NO WAY
I'm an SPG gold member and very disappointed! I generally stay in a suit and discussed this booking, Diamond Head Suit, with the hotel prior. I feel like we've been conned. NO BATHTUB in the suit, the shower is narrow and no separate way to control water temperature and pressure, the built in robe is in the bathroom (great place to keep clothes in that steamy environment) a large portion of the room is an unusable hallway, no toothbrushes or other amenities, two sachets of coffee and paper cups, no mini bar and the list goes on... How does the Westin call this a suit?
There was a dead insect on the top of the vanity unit when we got in (no big deal) I left it there just to see what would happen, 3 days later its still there.
I had to ask what the SPG membership privileges were. I found out after I had had lunch that there was a 10% discount that could have been applied if I had of asked, I said to the front desk lady, "I wish you had of told me earlier" no response! no acknowledgement.
SPG, tell it how it is, I would have much rather stayed elsewhere and maintained a respect for the SPG group.
July 4, 2014
Rated 3 out of 5 by sdjenn at the end of the day still just an average westin
lobby and patio/ bar/ restaurant area are beautiful. the beach bar area is wonderful. the food at the restaurant is good. the food from in room dining is awful. the staff is just okay. in room dining staff not helpful, difficult. but the rooms are clean and comfortable, but generic westin room. access to beach is good. rooms with a view of course offer a gorgeous view.
May 25, 2014
Rated 5 out of 5 by JP2014 Excellent Property
This was my first stay at the Moana Surfrider and I can say with the utmost confidence that I will return for my next visit. It is a beautiful property located in the perfect spot along Waikiki. My room was located in the Diamond Tower and it was very nice. The room was a little on the small side but it was spotless and modern. The bed was very comfortable and I had no issues with noise in the evenings. All staff that I interacted with were friendly and accomodating. They were even able to accomodate my special request at check-in. The cleaning lady was able to address me by name as I was leaving which earned her an extra tip. You could not ask for a better location. Everything you could possibly need is within walking distance. The Moana Surfrider is truly what one thinks of when they picture a vaction in Hawaii. The beachside resort is beautiful, welcoming, and will not disappoint.
April 28, 2014