Rated 2 out of 5 by jmac7 Hotel
While this historical hotel was lovely and full of charm in the 'public' spaces and the staff was friendly, our stay was very disappointing. Except for the very comfortable bedding, the room was nothing special at all and extremely noisy and in need of repair (cracked and dirty bathroom tiles). The room was not cleaned earlier than 2 pm until we finally asked housekeeping to clean it sooner so we could rest before dinner. During our week stay, we were not able to find a chair or lounge near the very small pool even one time (except during heavy rain).
We have had more enjoyable accommodations at 2- and 3-star hotels. The Moanna Surfrider certainly did not live up to expectations.
February 25, 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
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 4 out of 5 by Shawn39 Great Location
Right in the mix of all the action. Very clean hotel nice staff. The rooms are a little small but it is an older hotel.
February 25, 2015
Rated 5 out of 5 by Kalena28 Great Location, Great Staff!
I stayed at the Moana Surfrider for the first time in January. I arrived early (prior to standard check-in time) and to my surprise, the front desk agent was able to find an available room for me! She was very pleasant and efficient. The room was lovely, location perfect, and overall experience wonderful. The housekeeping ladies on the 2nd floor, restaurant servers, bell staff and Frank with the valet team, were all very welcoming, professional, courteous, and emulated the Aloha spirit. I will definitely come back to this timeless, historical hotel right on Waikiki Beach!
February 19, 2015
Rated 2 out of 5 by Bellairman Going downhill fast
This hotel has gone downhill fast. My wife and I stayed there for our honeymoon four years ago and everything was fantastic. We went back last year and things were still pretty good, though we stayed in a city view room and it was incredibly loud. We went again this year (paying the extra for the ocean side Diamond Wing Room) and the hotel has gotten worse.
First the good stuff: The staff is super friendly and helpful, especially the pool and bar staff (Lee, Isaac, Gloria and Clayt were awesome). The location cannot be beat and the beach chairs are nice and well spaced (as long you are willing to shell out the $50+$10 reservation +tip). They can be hard to get on busy weeks and reservations are only one day in advance, but if you plan properly, not a problem. They are expensive for beach chairs, but this is an expensive property and for those who can afford the rooms, the cost is well worth it. The rooms are definitely nicer since the renovation and the bathrooms are a huge upgrade. Also the in room coffee is good and there is a power strip provided to charge three to four devices at once (helpful when have an ipad and phone each).
Now for the bad: We stay at the hotel because it is targeted towards higher end clientele and is supposed to be the nicest Starwood property in Waikiki, but it doesn't deliver to those standards anymore. My last two Starwood stays were at the W Scottsdale and W San Francisco. Similarly priced high end hotels, but those two properties delivered on expectations. The two thing I expect from a 4 star or better property are quality food and good maintenance.
1) The food at the hotel was terrible. We ordered room service twice and both times it was nearly inedible (except the fries which were very good). The tomato soup tasted like someone heated up a V-8 and the edamame were overcooked and mushy. The flat bread was cold but tasted like it was probably decent before the cheese congealed. The food at the Beach house (non-buffet breakfast) was equally subpar. The pork hash was burnt, the eggs tasted like they were from a carton, the yogurt was not as good as the Yoplait from the ABC market and there are pigeons that land on the tables and try to share your food. The only good item we had food wise was the Ahi Poke Nachos at the beach chairs. This wouldn't have been so bad, except that in prior years we have enjoyed the food at the hotel, particularly the beachhouse.
2) Maintenance/Cleanliness. I understand its an island and being on the beach makes maintenance hard, but this is a newly renovated room. The bed is "heavenly" but the pillows are terrible. They provide no support and they seemingly deflate when you lay on them. The diamond room is small, but it has a good view and room to sit and look at the water (the banyan City rooms are even smaller and two adults do not fit in it). Plus, how much time are you spending in room in hawaii anyways? The problem came with the cockroaches. First twenty minutes in the room we had a couple of small cockroaches. They came and sprayed and gave us a nice gift basket (weirdly the guy asked if i wanted "compensation" for the roaches after asking if i saved them so he could see them then seemed offended when i said I would accept it since he offered). Then the roaches came back, we didn't even bother to call after that and just killed the ones we saw. Also, the shower dripped and was sloped improperly so that the water pooled on one side of the shower. There was also little thought to where a two humans could put their toiletries as the shelves don't hold a normal toiletry bag. The shaving mirror is no where near the sink and it was coming off the wall. The air conditioner won't come on with the lanai door open (smart idea for conservation) but the sensors didn't work right so the air conditioner wouldn't come on the first few times we closed the door.
3) Lack of SPG info. On checking in with our SPG Gold we were not given any indication of the property specific benefits, and only learned by overhearing another couple that we were supposed to be getting a discount on our pool chairs. Also, free internet means nothing as a it is included in the resort fee (which has increased to include parking, at a different hotel no less, even though almost no one parks at the hotel. If you valet you have to pay for the parking. There was also no preferential room location (we were stuck on the lowest floor), though there was a faster check in line.
4) lack of thought process in operating/designing a hotel. I have some experience in developing hotels so I know that this is much easier than hotels make it out to be. When you have an ocean front hotel you expect that people will sleep with the doors open to hear the ocean. That means you do not roll carts past their windows every morning at 5 am on the stone paths, or if you have to roll the carts outside instead of through the hotel, get rubber wheels so they roll quietly instead of the loud rattling of hard plastic wheels. When you put a king bed and dresser in and the only place to put a room service cart is on the other side of the room, there should be enough room to get the cart through without picking up the cart. If you are going to have no ice machine on a floor signs would be nice (i had to ask housekeeping and maintenance and they had to go find it as they didn't even know that it was on a different floor).
5) beyond their control, but the surfider was the only hotel in Hawaii that was able to serve alcohol on the sand (at the aforementioned beach chairs). This past year the state refused to renew that permission and now the beach chairs lose some of their appeal. The bar is nearby and the bartenders are fun, but with little to no ocean view you now can't just sip a cocktail or beer while getting some sun. Huge loss in terms of the uniqueness of the property.
All in all, we are presented with a dilemma. We have a nostalgic attachment to the hotel, but unless it improves I don't see how we can go back there. The hotel is still marginally better than most in Waikiki, but it is far pricier. The high end appeal is just not there and if we are going to get a mediocre hotel experience then why pay top rates.
February 22, 2015
Rated 4 out of 5 by Tarawa Pool chairs
The amount of chairs around the pool to sunbathe was very unsatisfactory.It seems apparent to have less chairs available so you would have to rent one for 50$ a day and increase even more revnue despite my over 300$ nightly rate. Having being told by a pool /towel attendant to have to show up at 650 am to get a towel for 7 am to reserve a chair is a bit over the top while on vacation.It took 4 days to actually get a chair by the pool since 9 am was to late to be able to work out and eat breakfast .Further more the method being used to hold chairs is not being enforced although I was refered on my 4 day of actually getting a chair.The Westin policy of reserving a chair.This was a major disapointment for me.On two occasions we went to Dukes for breakfast simply because it was very good and more affordable than the westin.The amount of pool chairs far out numbered the westin chairs by the pool and will be a major consideration next time im in Waikiki.Being a starwood prefered member was not enough to keep me satisfied with 300$a night and waite 4days to sunbathe with out paying 50$extra of lay on the sand with my back after back surgery.
February 20, 2015
Rated 2 out of 5 by Oahunurse26 Save your money
I had always wanted to stay at this hotel after living on Oahu and I can't believe how disappointed I am. The front desk staff were not personable at all and seemed irritated that I was checking in. I was so put off that I came back later to ask my questions to a different receptionist who was more approachable. There hasn't been a single mention of what the resort fee even covers and as far as I can tell it just covers parking. The worst part is the lack of soundproofing in the city view rooms. I get that it's an old hotel but it doesn't even seem like they tried to make it less noisy. We haven't slept since we checked in. It's almost like you're sleeping in the middle of kalakaua ave. At the price of this hotel I expected way better. At least the two star hotel I stayed at on Kuhio ave. provided guests ear plugs. Save your money and stay elsewhere.
February 4, 2015