Rated 3 out of 5 by Hanu Just not what we were looking for
I guess it boils down to this: everyone was efficient and professionally friendly, but no one was, well, welcoming. It just didn't feel like the ohana we have come to expect in Hawaii.
We had a problem getting our beach chairs reserved, and the concierge did take care of that, but she kept promising to call us and give us a status, but we always had to call her. She did get it taken care of, but it should not have happened in the first place. Also, on our last day there, the breakfast service was terrible. The waiter kept saying how "everyone came to breakfast at the same time". We had to ask more than once for a refill on our one cup of coffee; and it took almost 30 minutes for the smoothies, even after we reminded him. I don't know; I guess being as it was the Pink Princess, we expected more.
July 14, 2014
Rated 5 out of 5 by ajm97 Excellent Hotel - Comfort, Style, and Service
Royal Hawaiian is an excellent hotel with elegance and charm. My family and I stayed in a Suite with a garden view. We were impressed by the high ceilings, crown moldings, updated bathroom, and other details that made the room luxurious. Our only observation was, for a room that size, 2 double beds in the main bedroom just seems odd. There is certainly enough space to replace all Double beds with Queen beds so that spouses could sleep in the same bed while on vacation. Otherwise, the room was plush with all the desired amenities and the service staff was gracious, welcoming, and responsive to our needs. Thank you for a wonderful visit to Oahu!
July 14, 2014
Rated 5 out of 5 by Emily555 Great beachfront hotel
If you want to be on the beach in Waikiki, this is the place to be. Excellent staff ready to meet whatever requests you have.
July 20, 2014
Rated 4 out of 5 by garyrobo Annoying "Resort Fee"
Although I know most luxury properties follow this practice, it is no less annoying. The only amemity I was able to take advantage of was the morning coffee which ran out of cream and I don't know if it wass ever replenished. I gave up after around 20-30 minutes and went into the restaurant and got some off an empty table. I thought the chairs and umbrellas would be part of this fee but found out not only they were not but had to be reserved up to a year in advance. Had I known that I could have reserved them before I came I was able to get the last set one day by being there at 6:30 before they opend to be first in line. Our remote control didn't work one night and we were told one would be sent right up. After waiting 45 minutes I called back and told them to forget it we were going to bed. It is a beautiful property and the staff was mostly very nice but the resort fee still annoys me.
July 7, 2014
Rated 3 out of 5 by Starwoodfan1212 So very very disappointed
Booked this stay 7 months ago to celebrate our 10th Anniversary and our kid's first visit to Hawaii. We were so excited to stay here again since it was our honeymoon location. Since arriving, it has been one disappointment after another.
The check in process took almost 45 minutes only to find out our room wasn't ready. 30 minutes later, we were able to get the key and go to the room. Our bags met us there 30 minutes later.
Then, before leaving for dinner for the evening, I called guest services with a request while we were gone. 3 hours later, we returned to find that not one thing had been done!
My fond memories of this hotel have certainly been ruined and we cannot get to our next Hawaiian destination soon enough.
The Royal Hawaiian needs a real "service" wake up call. This is no way to treat customers especially ones who are Platinum Starwood customers.
May 24, 2014
Rated 5 out of 5 by thomast Delivered on all expectations and then some!!!
10 x better than the Sheraton...if u need to choose between the 2 no doubt pick the Royal!!
July 18, 2014
Rated 5 out of 5 by Hallett All and All
We had a GREAT time at your hotel and have stayed there before. We would stay there again. Everyone was very friendly and nice. Everything was exceptional.the Luau was really great, we have been to others and yours was the best. We had a GREAT time. Thank You.
July 2, 2014
Rated 1 out of 5 by RayGunFlyer Beautiful Hotel, Horrible Service, and Bad SPG/Hotel allignment
Though the managers were polite and empathetic in all dealings with me, they frequently were insulting in the content of their gestures, and unable to take action to correct both mis-understandings as well as gross negligence. The hotel's reservation system is apparently completely mis-aligned with the SPG website and availability shown cannot be trusted, and the valet gave my car to someone else without checking ID. I recommend skipping the property all together--a good Sheraton or Westin would easily be better, and a lesser hotel would provide a better guest experience than the Royal Hawaiian, "a Luxury Collection hotel."
It's a rarity for me to take my family on a business trip, but my kids were out of school this past week and I had meetings in Hawaii.
My family dropped me off at my business meeting and continued to the Royal Hawaiian to check-in. I set this up with the SPG support line, and was ensured this would be alright by putting my wife's name on the reservation, providing my SPG number, and sending her with my first-born child. Upon arrival, my wife was told she could not complete check-in, or discuss Platinum Room upgrades without the SPG Platinum member present.
While my family waited, I was forced to take 20 mins out of my business meetings to call the hotel and talk about room upgrades. I checked online if there were any Junior suites available while on hold for the first 5 minutes of the call--and there were. I was put in contact with the Manager right away, who told me that there weren't any upgrades or jr. suites available. We discussed the disconnect between what I could book online (SPG.com), and she said the website was frequently wrong. After about 10 mins of being told there weren't any suites but SPG suite-night Awards are always honored (mine were declined), she told me that their solution was to offer me their nicest suite for a LARGE amount in addition to my reservation...
We had planned for a fun day traveling around Oahu on the 4th of July-- When I didn't see our car at the valet, they apologized for giving another guest my car 10 minutes earlier. THATS RIGHT, they gave my rental car including my kids CAR SEATS to another person without checking ID or asking any questions. The manager suggested a cab, and that they would pay our return fare after our first destination--so we could see if our ACTUAL RENTAL CAR had been returned yet. We left for Breakfast about 45 minutes after I directed them to contact the registered guest they had given my car to. I usually tip the valet guys... I didn't.
Nothing was easy with this Hotel. I spent over 3 hours during my stay talking with staff about simple things like checking in, and late checkout availability. I recommend going to a different SPG property.
July 10, 2014