Rated 1 out of 5 by Gus6145 Never ever again!
From the moment we arrived, there were issues. We requested a king size bed. Got up to the room, 2 double beds. Trek back down to check in, stand in line, get moved to a room with a king size bed. We were a party of 3, with 2 rooms reserved. Couldn't even get us on the same floor. My sister's room had serious housekeeping issues. The phone was disgustingly covered in dust . Looked like it had been in storage somewhere. Her bathroom was not cleaned properly ...sink not cleaned, glass shelves never wiped down, mirror not cleaned. The glass covering the top of the dresser and the coffee area were never cleaned. Baseboards were filthy. These were daily issues. We checked in on a Wednesday..after several days of this we went to the front desk and complained. They moved her on Sunday to our floor, and removed 2 days of the $30.00 "daily resort fee".
Pool issue...if a guest wants to be under an umbrella with a chaise lounge, you have to be down to the pool by no later than between 6am and 6:30 am to stake one out for the day. Technically, pool hut to get your towels doesn't open until 7am. But after a day or two, everyone knows you better be down there early, put some of your personal belongings on a chaise to "claim it"
then go about your business until 7am. There is a 1 hour hold time for the lounges but we never saw it enforced. If you are tardy, and don't get a chaise by the pool, you must pay $60.00 a day for an umbrella on the beach,which only accommodates 2 chaise lounges, or 2 beach chairs. Party of 3..another $60.00 for another umbrella. Too add insult to injury there is no alcohol served if you are under the beach umbrellas! It is a very poor and expensive solution to their limited pool area. We saw other hotels serving their guests alcohol on their beach area. Made us very angry and also heard many other Moana guests complaining about this injustice.
If you are looking for peace and tranquility on your much anticipated Hawaiian vacation, avoid the Moana at all costs. Feels like you are in NYC,
with all the noise and major hustle and bustle.
Never again will we stay or recommend the Moana Surfrider.
Can't wait to go back to the Halekulani. Where true peace and tranquility and customer service is above perfection.
March 28, 2015
Rated 5 out of 5 by jgbleu Perfect hotel, staff, location ambiance
One of my favorite hotels in Hawaii...no need to even leave theproperty....fantastic lobby, rooms, staff, bar, restaurant!
March 25, 2015
Rated 5 out of 5 by BriandDee Amazing stay
This hotel is amazing - beautiful, and although rather pricey, worth every penny you spend. You definitely get what you pay for. All hotel staff bend over backwards to accommodate your every wish and need, and they definitely recognize your SPG status.
Recommend an ocean view room in the Tower on the Diamond Head side - amazing view - right in the center of Waikiki Beach. Very convenient.
March 25, 2015
Rated 5 out of 5 by SunBabe808 Romantic Getaway
The boyfriend and I stayed at the Moana Surfrider as a romantic weekend getaway. We were upgraded to a beach view room, which was absolutely gorgeous. The hotel itself is beautiful, and we had a wonderful time. The only downside was that you could hear the singer at the bar until he stopped at night, and the bed was a little too soft for my boyfriend to sleep on. Besides that, it was a perfect getaway!
March 20, 2015
Rated 2 out of 5 by LS0627 Extremely Dissapointed
The hotel room I was given was extremely small. The room was not comfortable at all. The bathroom was smaller than a closet. I could not leave the bathroom door open to wash my hands, I could not move in the bathroom at all. The shower stall only had the shower head facing one way and I could not move in the shower without my elbows hitting the walls. The hotel grounds (common areas and garden) are beautiful on the outside but inside my room it was the smallest room I have ever been in. There was no water bottles or water inside the room.
I checked out of my hotel room one night earlier than expected and my hotel folio was still incorrect. It is now my fourth day trying to get the staff to return my calls and provide a correct receipt for my stay. It has not happened. I have never had this issue in the past and this is extremely irritating. I have to get a correct receipt in order to be reimbursed for this stay and I am unable to do so since I cannot provide an accurate receipt of my stay within the five business days we are given to submit any reimbursable items.
It is now 4:29pm PST and I have been on hold for over 30 minutes waiting for a manager to speak with me about my folio. The staff was unable to assist me on Thursday night, Friday morning, and today. I was told someone would call me back on Friday and today is Monday March 16th I have yet to receive a call back. This is why I chose to stay on hold for the manager. I will not hang up the phone once more without a resolution to my problem.
March 16, 2015
Rated 5 out of 5 by Georgia43 Fabulous
Just completed our 5th February stay at the Moana-Surfrider in Waikiki. We stayed 23 nights in the original part of the hotel on the Banyan Court side so we could hear the music. We have always found the hotel staff to be friendly, helpful, courteous and very accommodating. The Beach Club is wonderful. The locale is central to everything because we like to walk to places. We love this place!
March 7, 2015
Rated 1 out of 5 by SPGUser77 Not worse it
I was staying in that hotel twice in February. It was a really bad experience. Both times the room was smelling and the service in the Beach Club was very bad. At least at the first stay the staff gave me the feeling they are sorry about it. The second stay was really bad. First I had to convince the staff that I am a Platinum Member (normally it should be easy as they should be able to access my account). Then the room was smelling the windows very old so we could here all the noise from the beach. At the beach and the pool were some chairs. All of them were occupied with towels in the morning. We asked if two chairs are available but we were told by the staff that nothing is free and we have to wait 60 minutes before they remove the towels. So we went to breakfast. When we came back 60 minutes later the situation was still the same. So we went to the beach. After 30 minutes the staff came and offered us two chairs (all the others were still only occupied by towels). This is unacceptable.
The reason I had chosen that hotel was its SPG Level 6. If I compare it with other SPG hotels I have stayed in I would say it is not more than Level 4. So all in all the two stays were really a waste of money.
February 28, 2015
Rated 5 out of 5 by VeryGoodPointsStacey Amazing Hotel Experience
I stayed at the Westin about 2 years ago during New Year's Eve and had a pretty average experience, but I was eager to try it again during a non-holiday. I am so glad that I decided to go back! The hotel is amazing.
Before arrival I was contacted by a concierge and she helped me to arrange a spa appointment and dinner reservations. I also told her I was going to be there for my birthday, what time my flights landed, etc... She communicated with me several times before arriving and had everything set for me when I got there.
When I arrived I was advised that I'd been upgraded to a specialty suite. Checkin was quick and easy. The room I got was amazing. There were huge sliding doors in both rooms, that opened to the ocean. There were balloons, a birthday card and cake waiting in the room for me when I arrived. That was an amazing surprise.
The hotel is relaxing and welcoming, the spa was great, I really enjoyed it and had a great pedicure there as well.
There is a concierge lounge and platinum members get access for 2 people. The breakfasts were good and there are snacks and tea/coffee all day. The lounge, called the Beach Club, opens directly to the beach and it's fabulous to sit outside there and take in the sun and views.
The restaurant is amazing. Make reservations as it can be very, very busy. We sat at the bar because the wait was so long. The food was spectacular and the drinks were good too.
I will absolutely return to the hotel again. It's one of my favorites.
February 26, 2015