Rated 3 out of 5 by Hawaii5O Needs work on customer service
Ethan, the pool manager needs training in customer service. He is rude, belittling, and single handedly assured I will never stay at the Sheraton Waikiki again. Did speak with the director of customer service who did a great job in listening to my concerns. Damage was done however. We won't be back.
July 2, 2014
Rated 5 out of 5 by Cap333 This is one of the most wonderful resorts on Waikiki
The staff, service, food and overall feeling of this resort is 10 out of 10. I recommend this resort to all wanting a superbly beautiful vacation or business trip.
July 3, 2014
Rated 5 out of 5 by VSHawaii14 Fantastic and well located property
This hotel is extremely well located to great restaurants, shopping, beaches in fact everything is within walking distance. The adult infinity pool is amazing and the view makes you want to stay for hours. We were very impressed by the hotel and cant wait to return. Great hotel for conferencing with loads of space, rooms are spacious, we were lucky enough to be upgraded and could easily have stayed forever!! Thank you Sheraton Waikiki, hope to see you soon!
June 10, 2014
Rated 4 out of 5 by BlueSky888 unexpected experience
Thank you very much to let us stay an excellent room.
We totally enjoyed it and would like to come back again.
I look forward to your professional and genuine kind care.
July 2, 2014
Rated 3 out of 5 by uncle good hardware, disappointing reception
I made the same comments to hotels in Beijing but never thought I would make this comment to a US hotel. Most facilities in the hotel are as expected for a 5-star place in Wakiki. The service? remind me of my experience in Beijing-- the reception staff have no clue In managing customers in queue and can't function well handling conflicts. I waited in line and was standing in front of a front desk staff who couldn't turn on her computer. instead of directling us to other staff we were bypassed by many groups until I felt so disgusted of the chaos and complained . Com'on! I only expect this happening in china but not Wakiki. and then we were told that no room was available and I was asked to leave them my phone number. I didn't trust them by then and asked for a pager to page me when room is ready. I checked back near 3 pm and was told that the room was ready for a long time. I asked why there was no page and the staff just told me that they did not know that they have to page me. so frustrated. I don't even want to mention another chaotic situation about the hotel shuttle that booked via the hotel website. Listen, DO NOT book shuttle via the hotel web site. they showed up late, offered no excuse and simply don't care.
I rather stay in a more friendly place then a 5 -star hotel with no soul. I am disappointed as a Starwood member since 1994.
Tried the restaurant Rum Fire, totally understaffed and chaotic agian. one server looks after a large area. good for him/her to get all the 18%+ tips but the customers suffer. we waited for 20 minutes with zero services.
Back to Roberts Shuttle again. Upon chekcing out, I asked the hotel staff at front door where to wait for the Roberts Shuttle to aiport becasue i had paid for return tickets. the staff told me to just sit there and wait. Sat and watied, no shuttle coming, then they saked whether they should arrange a taxi for me. Then, it turns out the shuttle pick up is at the landing area behind the coffee stand.
OMG..... They get kick back from taxi to airport!!!!!!!!!!!! at my expenses.
This reflects very poor hotel management and a poor working customer first culture.
July 3, 2014
Rated 4 out of 5 by tapsavaan Nice but traffic makes noice
The hotel has nice and peaceful location, but the noice from lorries starting service early in the morning is annoying - the peeping alarm sounds while they are backing up is almost continuos starting before 6 AM every morning. My room's balkony was on the western side.
June 30, 2014
Rated 5 out of 5 by kevbot Great Platinum Recognition
There is a lot of great things I could right about this hotel but most has already been said. I am going to tailor this review for platinum SPG members.
1. I made our reservation too late to apply a suite night award so we were playing suite upgrade roulette upon check in. We were upgraded to a very spacious 1 bedroom ocean view suite. We were only there for 1 night.
2. This Sheraton has one of the most unique platinum amenities I have seen. In addition to 500 points you are given a paper gift bag and are allowed to go to their Gift shop and whatever you can fit in the bag is complimentary. GREAT JOB SHERATON WAIKIKI. KEEP IT UP.
3. The Leahi Club has fantastic views and while the food spread was good it was nothing spectacular. The complimentary draft beer and house wine are really what set the club apart. The night we were there there was chicken skewers, miso soup, rice pilaf, cheese and fruit platters, etc.
1. While walking into the hotel mid afternoon I stopped by the platinum desk and asked about a late checkout. Without so much as looking at the computer I was told that the hotel was sold out. Upon returning to the room I checked SPG.com for availability and found a considerable amount of rooms for sale including our specific type of suite. I called down the the front desk and received a different front desk agent. I asked about a late checkout this time and before I could even explain that there seemed to be plenty of availability I was told that a late checkout was no problem as my room was not committed that evening. Nothing frustrates me more than apathetic front desk agents.
February 8, 2014
Rated 5 out of 5 by Dan63 First Class.... Except For Rum Fire
The hotel and the staff are first class, I would especially like to acknowledge the security staff on the night of 1.14.14, for bringing up to our room a lost pair of sunglasses.
I would like to point out the rude staff at Rum Fire, to the staff at Rum Fire, here is a tip, cater to the 40 somethings when they are at the bar waiting for a drink, you might do yourself some economic good. Also drop the attitude when a customer is cashing in a free drink coupon, instead of throwing the "free" drink menu at the customer, take your complaints to management about offering the free drinks.
January 16, 2014
Rated 5 out of 5 by PRL50 Location of this hotel is great
This hotel is in the center of Waikiki. Great ocean view, convenient to shopping area and good restaurant.
June 8, 2014
Rated 5 out of 5 by Ki23 Beautiful Hawaii
A wonderful stay in beautiful Hawaii. We love this hotel, the infinite pool is awesome and enjoyed the water yoga! Great beach access and convenient food by the pool. Our only complaint was that the charge for the lounger with a cushion. Regular loungers were free but anything with a cushion cost more! Loved the upgrade to an Ocean view. Would highly recommend this hotel, We have stayed here before and it did not disappoint not us. Best kept secret of Honolulu. We also stayed at another hotel during this trip and it did not compare to this hotel.
June 21, 2014
Rated 5 out of 5 by Barbadam2 Staff
Brett around the infinity pool area was simply outstanding. Nothing was too much trouble. I looked forward to seeing his family face every morning and bought a great pair of Maui Mim sunnies from him. I believe the poolside menu could have some more variety
June 27, 2014
Rated 5 out of 5 by mrsmrtguy great hotel in waikiki
this is my 2nd time stayin at this hotel. I had a premier suite and it was absolutely great. I loved the view from the room into the ocean. It had a large patio one one side and a smaller one on the other. The room decor was very modern and comfortable. Only one slight negative is that the room was 1300 sq feet but the bathroom was a standard size bathroom like you would see in any other hotel room when you would of expected something a little bigger. But the room and staff were great and we had a great time. Was able to watch the sunset from the balcony and it was absolutely the best part of the room for sure.. the amazing view. Thanks again Sheraton for a great experience!
May 13, 2014
Rated 5 out of 5 by Aloha777 This hotel is getting better every year
Since my first stay at Sheraton Waikiki Hotel in 1985 I can say for sure that everything is just getting better there every year: the service, the rooms, the bars and restaurants, the pools and absolutely THE STUFF, I will always remember their Aloha smile... In Celebration of Aloha!
June 5, 2014
Rated 3 out of 5 by SDTom Disappointing
The property has a nice location, but the rooms are very spartan and tired looking. Certainly not the same as the pictures on the website. Also, I used Starwood points, which in theory "reward" frequent Starwood guests. Instead my "city view" room was overlooking their parking garage. One of the worst rooms and views I have ever had at a hotel. When I asked to be moved (I had a morning check in), the "friendly" staff insisted they had no other rooms available. Very disappointed in Starwood as well as this property. Next trip, I'll definitely be staying elsewhere.
March 21, 2013
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 MRSKKB fabulous,except for the smoking!!
This hotel is FABULOUS!, expecially the views. Unfortunatley, we couldn't enjoy our balcony overlooking Waikiki beach due to a guest that constantly smoked next to us, even on our NON-SMOKING floor. We notified the lobby, but this guest just smoked the entire time.
October 7, 2013
Rated 5 out of 5 by jjjmom Best hotel in waikiki
The hotel is very welcoming . They accommodate you upon your requests. Views are beautiful, hotel ambience Is wonderful .I've stayed here 5 times in the past year and a half . I keep coming back because they treat you superbly and its BEAUTIFUL HOTEL conveniently close to all shopping and restaurants also
June 24, 2014
Rated 5 out of 5 by Tim60 This hotel is excellent!
We slept, swam, ate and laughed our way all through the most relaxing vacation ever.
The staff was wonderful from the beginning until we finally had to say goodbye. The sea turtles swam up close to the hotel every day and they were great to see as well! We look forward to returning next year!
June 24, 2014
Rated 4 out of 5 by VeryGoodPointsStacey View, view, view and then some more views
I had a great experience at the Sheraton Waikiki. As a platinum member I was upgraded to a huge suite. I had window with views of diamond head and the ocean. Spectacular views.
Was incredibly impressed with everything done for platinums. The welcome "gift" was amazing and probably the best welcome gift I've ever received.
The wifi is the best wifi I've ever had at a hotel. It really spoiled.
The hotel is clean, well maintained and in the heart of Waikiki.
I would highly recommend it.
December 22, 2013
Rated 5 out of 5 by RafKam Great Stay
We had a very good stay here overall, despite some initial aprehension. Check-in was a bit erratic as there was a line of guests waiting at 11pm but only 2 front desk agents, but that’s probably my only complaint. Received a lovely upgrade to a Pualani Suite, which was massive and much appreciated.
Location is probably the best in Waikiki, there’s convenient parking, shopping mall and expensive stores, as well as convenient shops in the lobby area. The infinity pool is great, and you could always get a decent spot. The Club Lounge was great: without a doubt the best I’ve seen anywhere in the Americas, with a great breakfast spread, and great evening drinks and snacks. Dare I say, for a family it could even make sense to pay for Club Lounge access.
Would stay again on a future trip to Oahu.
June 25, 2013
Rated 4 out of 5 by dino95 Honolulu Escape
The infinity pool is amazing, sipping cocktails on a pool beanbag soaking up the rays and relaxing is the hotels greatest attraction and with good reason. Everyday is a scramble to get the "good" banana chairs bu if you don't get the good chairs don't fret there are really no bad chairs in this area. Most tours we did started at this hotel and was a great advantage especially if you are only hear for a short time. The other pools are also great too and all the kids looked to have a spectacular time on the slide into the pools.
The hotel has a great location away enough from the real hussle and bustle of the of the main strip and yet close enough to walk down enjoy the main strip and return to a relaxing evening away from the hustle and bustle.
The great location allows you to enjoy the hotel pools and facilities or a short walk to enjoy the sands under your feet and take in the rays or enjoy beach sports on the sandy beach.
The entrance to the hotel is grand and spectacular but as we went to our room the rest of the hotel looked at little out dated and not as spectacular as the entrance and foyer. Maybe my expectation was too high as we were on our honeymoon and having come from New York's Westin and the Belagio in Las Vegas I was a little dissapointed that the hotel room was not as good as my previous stays in hotels.
The hotel staff were very helpful friendly and attended to our needs. Everytime we needed something they never hesitated to help. Booking all our tours for a 10 day stay in and effortless 20 minutes was great.
October 23, 2011
Rated 2 out of 5 by USC2012 Great location, rooms are bad
This Sheraton has two things going for it. The location and the pool. I have been staying at this hotel for 40 years. It has always been my favorite in Waikiki, but my family has said no more. We had a leaking air conditioner that got the floor all wet and we had that musty wet carpet smell for a week. There is no chair in the room to sit down and even put your shoes on. No desk to work at. Not even a mirror other than in the bathroom. No drawers to put your clothes in. There are a few shelves in the closet. The bathrooms are basic. I have stayed at a lot of Sheraton's and this rates among the worst I am sorry to say. I will always remember being in the lobby of this hotel the day Elvis died.
January 28, 2014
Rated 5 out of 5 by AngnTroy12 Went for Paradise and found Heaven
Truly an amazing hotel. My husband and I went to spend my birthday and our anniversary. We loved it. The pools, the room, the view, the food...everything was just amazing. We felt like we were at home. We came home wondering how long it would take us to financially afford bringing our kids back with us. :-) The activities at the hotel were awesome. I cant say enough great things. Centrally located with amazing views. Muhalo Sheraton Waikiki we love you!!!
April 18, 2012
Rated 5 out of 5 by Metz love the location
Had a wonderful time with the grandkids.
June 23, 2014
Rated 5 out of 5 by History28 A Surprisingly Comfortable Stay
After reading several reviews complaining about low platinum recognition, I was prepared to be downgraded in a large resort hotel. On the contrary, I found this hotel to be outstanding, and even the reception agent was able to find a room for an early check-in. Yes, it was on the 8th floor, but so what----this hotel is about doing everything you can to enjoy the benefits of the resort which means not staying in your room.
With access to the Club Lounge which was absolutely delightful, there was a solid breakfast offering and afternoon snacks. The staff in the Lounge were also quite helpful and pleasant. Yes, there is a resort fee as with almost all resort hotels, yet I chose not to take the hotel points amenity and upgraded to complimentary valet parking. And that was a very wise choice as the valet attendants are also very efficient and helpful.
Thanks for a wonderful week in Oahu.
January 11, 2014
Rated 5 out of 5 by fryday this hotel is great
We love visiting this hotel. We are treated extremely well...The staff in the Leahi Lounge are extremely customer focused and go out of there way to provide for all our needs. the only comment I would make is Rumfire has dropped the ball. The Happy Hour is very disappointing. It used to be one of the hotel highlights. The staff are only worried about their tip and getting a big order. They have lost the customer focus.
Other then rumfire we love the Sheraton Waikiki.
June 18, 2014
Rated 3 out of 5 by Beaverbrook Rooms need to be upgraded
Far too many people who don't stay at the hotel use their pool facilities and frankly this is the only reason I stay at this hotel, because of the pool. The staff need to do a better job of monitoring outside people that infiltrate their pool. Every day I was at the pool I noticed dozens of people without wrist bands yet they were never asked to leave the facilities. Why do I pay for a $30 resort fee if others from the outside just come and use it for free? And the rooms are in serious need of upgrading. If they upgrade the rooms and do a better job of monitoring uninvited guests, then the hotel gets a 5. Otherwise, it is average at best.
March 29, 2014
Rated 5 out of 5 by Larry22 Perfect location and outstanding service
This is a very high traffic hotel and the lobby is always busy. However, customer service is excellent and staff are very friendly. The club lounge has a beautiful view with plenty of food and drinks for guests. Room is very clean but shows its age. I am very lucky to have an upgraded room with fantastic ocean view. Thank you for a perfect vacation.
January 13, 2014
Rated 3 out of 5 by connie334 Clean and renovated hotel however customer service is lacking
i was fairly happy with my stay here in late august 2011. The room was clean and newly renovated. However I cannot give five stars to this hotel. I stayed in a mountain view but wished for a partial ocean view. I wanted more of a breeze because all i smelled from my balcony was cigarette smoke. I Wouldn't allow my toddller on the balcony because of this. I was told that I could use my star points to upgrade my room upon checking in if available. I asked every day if a room was available and the answer was always no. My stay was for five nights. The front desk did not even look in the system or anything, just no and not nicely either. More like annoyed. I dont understand why no rooms were available because when I checked on the spg website there were plenty. When I asked about that she cut me off and repeated her no. Regardless, I am planning to stay here again in April 2012.
February 9, 2012
Rated 5 out of 5 by KristiG I Love The Sheraton Waikiki
The Sheraton Waikiki is a fantastic resort with great amenities. The infinity pool is the best pool on the island. The pool staff is incredible, making sure you have everything you need. Thank you Logan, Fillipo and Cody. You guys are the best.
The Beach Center at the Sheraton has everything you need for your day on the beach. Thank you Jeff for your hospitality and kindness. Can't wait till the next visit.
June 17, 2013