Rated 2 out of 5 by Betterluck Need improvement
We arrived early and the systems went down they could not make room keys. I have been traveling and had not received my new PLATINUM card and the person at check in did not even acknowledge that I was an SPG member, then when I came back down to get my room key I told Amy I was a member, she stated this is a GOLD card and I had to ask her to look up my status and she did not seem happy. If you do not like to work early shifts!! May need a new job, really do not need to be at the front desk. 1st person you see!!!
March 20, 2014
Rated 5 out of 5 by ash46 This Hotel has the best location in Honolulu
We enjoyed our stay at Sheraton Waikiki as we do each year.Great location,friendly and helpful staff and very comfortable beds. We took the offer of the Club and found that to be very good. The view from the 30th floor is amazing. Can't wait for our next stay!!!
March 20, 2014
Rated 4 out of 5 by TimmyTuna Great staff, nice facilities but dated rooms.
First let me start off with the positive.
* Friendly Staff - From the valet to the front desk to the pool to the kids crafts all the people were very helpful and friendly. The girl named Cassie who helped our daughters out with crafts on two days were there was extremely helpful and went above and beyond what we expected.
* Good Location - Centrally located on the beach with shopping nearby.
* Facility - Overall the pool, beach, lobby area were all clean and well maintained.
* SPG Gold - No need for towel cards for gold members and a good selection of optional items to choose form when checking in.
Now a few of the things that kept it from a five start rating.
* Mattress Comfort - Not sure what was up with the beds in our room, but they felt like the least expensive ones you'd find. They were only marginally comfortable. Not what I've come to expect from a Sheraton.
* Rooms are getting dated - I'm sure this isn't new, but it is time for some remodeling. The tiny flat screen TV with no HDMI inputs and tiling in the bathroom are showing their age. Time for an upgrade.
March 18, 2014
Rated 5 out of 5 by TJM7500 Hawaii Waikiki Vacaation
Awesome location and facility.
March 17, 2014
Rated 5 out of 5 by baytraveler7 Best Sheraton I have stayed at!
I was here for work so I didn't get to enjoy the facilities to the fullest, but was very impressed. The pools looked great and the Leahi Club was impressive. Great location, great views.
March 17, 2014
Rated 5 out of 5 by Craig28 Superlative
This was our first time at the Sheraton Waikiki and as a Gold Preferred member I couldn't have been happier. The hotel exceeded our expectations in every way. I never once heard "no" from the staff--every response was "Let me see what I can do," and the answer was always "yes". We received an upgraded room with a fabulous view and more amenities than we could have ever hoped for. Even the recommendation from the bell captain for good pizza was dead on! We will DEFINITELY be coming back.
March 17, 2014
Rated 3 out of 5 by goldless63 no gold treatment at Sheraton Waikiki
Check in was fast & very efficient. We are gold members (which turned out not to mean much at this hotel). We were told no club floor or preferred floor rooms left, but they would request housekeeping to replenish immensities daily as we are gold members, this did not happen until I phoned on 2nd day. Light bulb burnt out in bathroom upon arrival, I had to phone to have replaced. Every day we were harassed by people in the Orogold cosmetics shop in the lobby, very aggressive when you politely decline their samples, reminded me of Mexico, not impressed, we had make sure we stayed on the far side of hallway whenever coming/going from elevator.
The room was very disappointing, very basic, actually the lack of a drawers is less than basic. The location and lobby are very nice but that's it, seems like you better be platinum to enjoy staying at this hotel, won't stay or recommend this hotel, other great options out there.
March 15, 2014
Rated 5 out of 5 by larry57 B'est Hotel on Waikiki
This was our first trip to Hawaii and I would return to the Sheraton Waikiki if I ever come back. I don"t normally like big hotels, but this one gives personal service unlike any I have ever been in. The rooms are great, the views are terrific and the staff is first class. Can't wait to come back.
March 13, 2014
Rated 5 out of 5 by amdg Wonderful stay
The staff went above and beyond the call of duty to make our stay a remarkable and memorable experience. We have SPG Gold status.
March 11, 2014
Rated 5 out of 5 by Danleon Very nice hotel in Waikiki Beach
The hotel is right on the beach. Location is great for shopping and dining. The staff are very friendly and accommodating.
March 9, 2014
Rated 1 out of 5 by Mamacita Minimalism at its worst!
Room was stripped down. Thought the dresser was missing but was informed that a row of shelves in closet serves as dresser. No chair in room, supposed to do computer work, read in the bed. Blood on bathroom door never cleaned. Took maid 4 days to pick up "Do not distrub sign" from floor. Hot tubs open to all children..babies in diapers...screaming toddlers...ugh! Not worth anywhere near we paid.
March 8, 2014
Rated 5 out of 5 by catherinemaxh A beautiful lobby and excellent front desk staff
We just checked yesterday morning and we are already pleasantly surprised and pleased! The front desk clerk (Elaine) was very welcoming and friendly and made us feel comfortable right away. She was able to answer our questions and was very polite and nice. Kudos to Elaine, she is a wonderful representative of this resort hotel!
Our room is very large and comfortable. It is a little dated, but that's ok with us because there are plenty of amenities and fun activities along with a beautiful lobby. There are padded rocking chairs in front of the koi pond and even 2 pool tables to add a bit of fun. If you're looking for a fun family resort, then this is definitely the place!
March 8, 2014
Rated 1 out of 5 by Bubblesdreams Good Hotel, bad customer service and management
On our last stay in Dec 2013. We were misunderstood by one of the other staff about the policy at the hotel so my kids can play those small party popper on a new year day . Therefore, We had broke a small rule of the policy without acknowledge. Instead of being ask or inform not to continue to play, we were threaten to be kick out of the hotel and take away our stuffs by the one of security staff. He was so rude and impolite even when I had apology and had explained my understanding of the policy for the hotel when I checked with the other staff's I had inquiry prior. At the time I didn't want to waste my time to filed a written complains and move to another hotel during the prime season period due to we are traveling with 1 kid's and a toddler's and let this incident to ruined my 2 weeks of vacation any more than they had already done.
I believes in customer service when I am paying a premium hotel, but I am very disappointed and it has upset me to be treated like this by that security staff. Too bad I didn't get to find out his name even after I had filed a verbally complains to the hotel manager on duty. I guess the other hotel staff trying to protects their staff for wrong doing. I hope they kept the record of my complained. But I was surprise after my official complains, no follow up call, note or no apology from the security dept or that particular staff's. We absolutely love this Sheraton, we stayed here every time we are in Waikiki, due to the pool and the location. but after this experience and reading about the other reviewer about their customer service, I don't think I will ever stay there again nor will I refer anyone to this hotel.
A special thanks to one of the activities staff name Cassie, I hope I spell her name right. She is super friendly and nice. She will even go extra mile for you if you have any inquiry out of her specialty. I greatly appreciated.
March 7, 2014
Rated 5 out of 5 by PKY1 Wonderful Stay
I recently booked 2 rooms for 6 nights and 5 nights for my immediate and extended family to celebrate my child's birthday. This has been my 5th stay (my previous stay was 2 years ago) at the Sheraton Waikiki and by far the best!
The rooms have recently and noticeably been refurbished. Also the previous restaurant on the 30th floor has been converted to the concierge lounge which is a great addition especially for platinum members.
What I noticed that truly enhanced this visit was the great and serviced minded attitude of the entire staff. Everyone from the front desk, concierge desk, hospitality staff, room service staff, pool staff, etc was truly spectacular! I had a hard time figuring on who to give my staff recognition certificates to because everyone was great!
Hawaii hotel and hospitality staff have previously gotten bad ratings from visitors for taking guests for granted (and deservedly so) but I was amazed at how the Sheraton Waikiki group is differentiated even from my previous stays. You all have won a loyal and appreciative guest for life!
March 3, 2014
Rated 3 out of 5 by evl2014 Great hotel, not so great rooms.
Great location. Restaurants, club, and shops were convenient and nice. Service was great by all staff. Room and lobby chairs were stained and worn. My bathroom needed repair: bathroom door hinges had rust on them; there was damage and wear on the door; and the tile needed recalling. It was an older room that wasn't maintained very well. I was appalled to see that a piece of plywood was used between the mattress and box spring to make the bed firmer. We were told that our room was upgraded, and I must wonder what the standard rooms looked like. The room did not meet standards that I have come to expect from Sheraton.
February 28, 2014
Rated 5 out of 5 by TravelAgent67 BEST WAIKIKI RESORT
I AM A TRAVEL AGENT WITH 30 YEARS IN THE BUSINESS. MY WIFE & I RECENTLY STAYED AT THE SHERATON WAIKIKI FOR 5 WONDERFUL NIGHTS. WE HAD NOT BEEN TO THE RESORT SINCE THE RENOVATIONS...WOW, WHAT AN IMPROVEMENT!! GREAT STAFF EVERYWHERE IN THE RESORT. FASTEST ELEVATORS ANYWHERE!! INFINITY POOL & BEACH AREA THE GREATEST. SPEND THE MONEY & UPGRADE TO THE CLUB LEVEL (FANTASTIC MANAGER-JAMIE), WELL WORTH THE MONEY!! ROOM WAS LITTLE SMALL BUT CLEANED PROMPTLY EVERY DAY & SPOTLESS. WONDERFUL, CARING FRONT DESK STAFF MANAGED BY SHERI (GREAT JOB SHERI !!). DON'T STAY ANYWHERE ELSE IN WAIKIKI!!
February 27, 2014
Rated 5 out of 5 by Platinum24 One of the best in Waikiki
One of the best hotels and customer service oriented destinations in the United States.
February 27, 2014
Rated 4 out of 5 by JH61 Great Vacation
For the past 10 years, I spend 2-3 weeks at the Shearton Waikiki in February. I request the same room each year wtih a beautiful view of Diamond Head. The staff is wonderful from housekeeping to the front desk team. It's a great property for relaxation and sunshine.
February 26, 2014
Rated 4 out of 5 by Roger162 Great location and facilities
Overall , a very enjoyable stay in a large hotel ,with a great location close to the beach.all staff were well trained and courteous
Minor quibbles , were the lack of an evening ALaCarte restaurant, the buffet was adequate, but a hotel of that size should be capable of providing a decent restaurant, which were present in the adjacent hotels.
Also our room had no sunlight at any stage of the day
February 25, 2014
Rated 2 out of 5 by BKAM This hotel needs customer service training
This was the worst stay at
A hotel for us in a long time. The staff appeared to be lazy, slow and unwilling to service us or our guests. I was surprised at how bad the service was from everyone we ran in to.
February 25, 2014
Rated 5 out of 5 by BetsyPG1 Fabulous staff and service, amazing to Platinum guests!
This is my favorite Starwood property because of the stellar staff, amazing service and how well I'm treated as a Platinum member.
The Club Lounge is incredible, and the management and staff there is superb. They go above and beyond every day.
I love being able to give an "award" to my favorite staff member, and I think the management is doing things right by recognizing and rewarding excellent service. I wish all Starwood properties did that!
I pay more to stay at this property because it's worth it.
February 22, 2014
Rated 5 out of 5 by SydneyNick Great Location
Best location and pool in Waikiki.
Have stayed many times and will stay again.
The staff are warm and friendly and always go that extra mile for guests.
February 20, 2014
Rated 2 out of 5 by salo disappointed
This was a special birthday trip which turned into a headache. Upon arrival room was not ready, when we got the room the bath tub was disgustingly dirty, we were told it was the stain so they changed our room to another room told it was the same "category" but the room was clearly MUCH SMALLER, so we changed rooms yet again, then the tub was clogged so we had to call and get it fixed, then the safe was pre-locked so we had to call to get that fixed, then the room was missing a lamp necessary for lighting the room, so they had to bring that. WORST OF ALL the room door did not lock once it was closed from the outside, the door would open from the outside WITHOUT a key! we went to lunch thinking our room door was locked, someone was called up to "fix it' and when he left it was still broken and could be opened with out a key, felt unsafe manager came gave us $200 to "make up" for it and we were late for reservations so we left but took her word that she would remain in front of the door until it was fixed. Upon check out and return I was told by my travel agent that they had been instructed to bring us an amenity package upon arrival and on my actual birthday! THEY DID NO SUCH THING! I did not receive anything from them on either day! it was too late since we had returned but my agent and I are both very upset! All of this was done in writing so my agent had to write a strongly worded letter to the sales team! they didn't make my bday special at all even though they said they would and they were instructed to do so. The front desk staff is RUDE! they roll their eyes and talk to you like the guest is there to serve them! only good staff were Collette at the front desk , Ingrid and Guy at the concierge/ reservation desk! everyone else is so rude and has no customer services. Travel agent requested we receive some spg points for inconvenience and they agreed but we well see if that happens because I brought it up to a manager before we left and they had done no such thing!
overall with that hot of a mess and that staff I wouldn't recommend it to anyone!
the location of the hotel is semi private which is good! its close to the street and walk able to many food and shopping locations. The hotel is super crowded.
February 19, 2014
Rated 4 out of 5 by JWong1016 Great Location! Friendly Staff!
My family and I visited this hotel last year and dined at the Edge bar/restaurant by the infinity pool. We absolutely fell in love with the view and the location of this hotel.
Luckily, we knew a family friend who worked for a Sheraton and hooked up a great rate for us to stay there the past 2 nights. Downside to the hotel are how small and old the rooms feel. The bed was not comfortable. The rain during the last 2 days of our stay also dampened my mood while there and caused my family and I to be stuck inside the room for majority of our stay in Waikiki. Other than that, I still love the location and facility itself. Will definitely be back again. Service at the hotel/restaurants/gift shops were superb.
February 19, 2014
Rated 5 out of 5 by Phil36 This Hotel is in a great location.
Wonderful place to stay. Services are excellent, staff is friendly and very helpful.
February 18, 2014
Rated 4 out of 5 by Usc4 Good location
Good location. Every one helpful and friendly.
February 18, 2014
Rated 5 out of 5 by KrisandScott This is a great Sheraton!
The location of this Hotel is excellent. As a platnium, I used the Suite coupon to upgrade and the Suite was awesome! It was a getaway for my wife and I but we had to go get the kids in the morning so that we could all enjoy the room.
Only negative was the check-in agent in the Preferred desk, she was very inexperienced and they need to place a more experienced people there.
February 18, 2014
Rated 4 out of 5 by Terminator2014 Favorite Hotel in Waikiki
Great hotel for adults or family. Centrally located with all the usual amenities needed at a resort. The workout facilities very nice and the beach and ocean view from the pool area is spectacular.
February 17, 2014
Rated 5 out of 5 by SKA1543 It was great
It was perfect time in hawaii with sheraton.
I got promotion from starwood. thank you
February 13, 2014
Rated 5 out of 5 by AndrewBoorman Wedding
Our experience working with the staff at the Waikiki Sheraton was delightful and stress free. When planning our wedding, Mr. Ritter walked us through the process and introduced us to Mary, Sheraton own marriage officer, to help guide us through the paper work and to Elaine Eckart in the Event Management Office, who planned and coordinated with the catering staff to give us the most memorable occasion shared with our friends.
Mahalo to Sheraton and their staff.
February 12, 2014