Rated 5 out of 5 Excellent Customer Service
I would just like to to say that from the time my family and I checked into the hotel, the staff there has been nothing but kind, always smiling! And We had a personal experience with Irene who works at the front desk she checked my family and I in, and she was just awsome! Very friendly, answerd all of our questions and always smiling! She made us feel very comfertable! :)
April 15, 2014
Rated 1 out of 5 by SBH50 Dissappointed ...
last visit was several years ago for my wife's 40th birthday - stayed in tower and was great - one of her favourite hotels.
However after recent stay - no longer the case and will not stay again given other options. The room and bathroom in old building were tiny (door opens about 6 inches from the bed) sold as city view - looked into an adjoining wall brick wall and was ridiculously noisy- checked 3 times to make sure windows were closed? requires double glazing. To make matters worse room 450 is opposite cleaners storeroom and they made no attempt to be quiet at 3am !! The hallway lights are on full beam and combined with the noise almost impossible to sleep?
really disappointing as we had also recommend to friends we were travelling with.
March 30, 2014
Rated 5 out of 5 by BakkFam Love this hotel
Another wonderful experience at the Moana Surfrider.
Gloria, out at the beach, is an exceptional person - always making sure our stay is top knotch, always friendly, happy, kind - Thank you Gloria! One of the many reasons we will be back.
April 7, 2014
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 Devogrrrrl Amazing Stay
This is my third stay at The Moana over the past 9 calendar months and each stay has been better than the last. I'm here in Honolulu for work and brought my 83 year old mom along on this trip. I let the hotel know this was a special trip for my mom and asked if they could make sure I got an upgrade to an ocean front room. Boy did the GM come through for me! We were upgraded to a Penthouse Ocean room - and it is amazing. The room is decorated beautifully, has a HUGE shower, a spacious lanai and a view of Diamond Head. The staff has been great (as usual), the Mai Tais are strong and delicious - really couldn't get any better. Thank you, thank you, thank you Mr. Anderson!
March 26, 2014
Rated 5 out of 5 by John4472 Heaven
One definition of heaven is "an experience of blissful happiness". I think that this describes our 5 day stay at this hotel.
April 4, 2014
Rated 4 out of 5 by Beaverbrook First time at the Moana
Overall a very good experience. Rooms were clean and comfortable, location is excellent, gym is well equipped and the on site dining is good. The only area to improve would be the pool area. The pool is too small given the size of the hotel and this needs to be fixed. Also there needs to be better control of the pool area. They need to hand out towel cards or wrist bands like they do at the Sheraton Waikiki because there are too many people from outside the hotel that show up and confiscate chairs and use the pool.
March 29, 2014
Rated 4 out of 5 by WF789 Great Staff
This is the first time we stayed at Moana Surfrider, we usually stay at the other Starwood properties on the beach front. The hotel has a smaller footprint, but the rooms have been renovated. The banyan side of the hotel is smaller than the tower side. The staff was wonderful, they definitely went out of their way to help out all the guests. Everybody was very friendly and extremely well trained. The pool is really small so if you have small children that can't go in the ocean, you need to take this under consideration.
March 28, 2014