Rated 3 out of 5 by KKAWA This hotel has unreasonable "bedding" policy
Reservations were made 4 months in advance for 2 adults and 1 child. We were checked into a room with a king size bed and were told there were no roll away beds available. The CSR told me that bedding was not guaranteed and there were no other rooms available. I asked to speak to a manager and she said the manager would tell me the same thing. I had to call the tour company who contacted a manager. I was told a manager would be out to greet me, which didn't happen. We were given a room with two double beds by the same CSR only this time she was very rude to us. I was very appreciative for the accommodation change, but she didn't acknowledge our thank you nor issue an apology. I will report to our travel agent regarding this hotel's supposed bedding policy.
July 24, 2014
Rated 3 out of 5 by Earl44 Hotel doesn't understand Platinum level
First you didn't have my reservation. Showed my Sheraton reply e-mail with reservation number. Still couldn't find, had to call central reservation. Took 30 min to get the reservation. Booked me am room, asked if it was on the preferred floor, was asked why - because I am Platinum level. Then took another 15 min to get me a room on the preferred floor. Went to room, AC didn't work, called guest services-20 rings later they answered, had maintenance come up and work on the AC. It started working, maintenance left, the AC stopped. Went to front desk asked to move - was told no. Responded that is how you treat you Platinum guest. After going into the back I was moved. Later in the day I stopped by the front desk asking if I get breakfast as a Platinum level - they had to go into the back and find out. Day before checkout I asked for late checkout time, told the person that I was Platinum level - they said no late checkout. I asked to speak to the Manager - front desk person went into the back then came out and said I could have 4:00pm late checkout. I wanted later, but knew your team wouldn't support so I accepted. You need to educate your staff to look for guest status and understand what that should get them.
July 15, 2014
Rated 5 out of 5 by Lawsy Our stay was excellent in every resepct
We had stayed in your hotel in previous years and as a consequence arranged to stay with you once again with a request for an ocean view room. We were most impressed by your buffet and domestic staff taking time from the first day to establish our names and then greet us accordingly for the rest of our stay.
July 15, 2014
Rated 5 out of 5 by Gay47 Hotel has great location
Excellent place to stay in Waikiki. Nice a commendation and staff. Love the the sand bar and staff.
July 12, 2014
Rated 1 out of 5 by Fred a 39.95 room at best
having been a Starwood member for
a couple of decades I was insulted and very unhappy with this hotel and room.I usually take most things in stride, but feel that I have earned my platinum level, the hotel needs to be closed and renovated immediately. Yes is is in Waikiki, but the rooms are so out dated and worn, that if they are to be sold it should be for no more than $39.95 a night.
July 10, 2014
Rated 5 out of 5 by Wahinekapu52 Awesome customer service and staff
The hotel staff I worked with really were awesome, professional, personable and met all my needs (Karry Borges, Erin Lifty and Andrea Clarabal) all were great, helpful and seemed to enjoy their jobs. The room was very comfortable and met all our needs. Services in the hotel were also great, definitely recommend to others!
July 9, 2014
Rated 2 out of 5 by Mkk3262 Unsatisfied
This hotel is definitely not up to "Sheraton" standards!! We were quite shocked and will not recommend nor will we stay at the Princess Kaiulani again. BIG DISAPPOINTMENT!!!!
July 9, 2014
Rated 1 out of 5 by spo29 Run Away
The hotel is so old and beat up. The AC units must of had mold or something bad as I got a nasty sinus infection from the rooms AC. Our clothes stayed wet in the room when AC should be a de humidifier pulling moisture from the room. Furniture, bathroom and overcrowded elevators that took 10 min to get from top floor to main level, Stay across the street at the Moana.
July 8, 2014
Rated 1 out of 5 by DAGSF Bad Service
New employee equals bad service.
July 5, 2014
Rated 4 out of 5 by Gigi44 This hotel has wonderful staff.
This hotel is ideally located near retail, restaurants and the beach. The staff is friendly and responsive. The beautiful property has every amenity a person or family would need. We spent a wonderful week there.
July 4, 2014
Rated 4 out of 5 by GMA2014 Hotel has great features
This hotel was located right in the center of everything. Awesome location, even though was one block from beach, we still had a Great view. Walking distance to shopping, Beach, Zoo, Aquarium. Also just so happened that the area for bus tours pick was just down the street. The hotel staff was amazing. There was a young lady hostess at the buffet restraunt that was remarkable. She diffently started our day off right each morning. We will diffently stay here again when we are able to take another vacation. thank you
July 2, 2014
Rated 4 out of 5 by Bruce1234 Good hotel in great location
Stayed in this hotel last week- although not on the beach it was a short block away- the beach is nice by Hawaiian standards, but not very big and very crowded- excellent location for access to restaurants and shopping
the hotel is a bit dated but otherwise met our needs- the rooms were clean and comfortable- the staff were very friendly- we did not eat at the restaurants- would probably stay here if we went to Honolulu again and the price was right
June 28, 2014
Rated 2 out of 5 by LockOut25 Locked Out
I enjoyed my stay at the Sheraton Princess Kaiulani. Comfort was very disappointing, the rooms walls are paper thin. I am a light sleeper and the alarm in the room next to ours woke me when it went off. My husband and I are use to sleeping in a Queen size bed. Our room had two doubles and we could not sleep together because we were both afraid of falling off, not enough room to stretch out . The funny thing is we are not large individuals average size adults. The icing on the stay was we went out to get breakfast before checking out. We returned to the room 15 minutes before check out time to pick up our luggage and found the room key demagnetized (both keys). I would never thought one with good standing would be treated as such give me the opportunity to come to the front desk to check out before you demagnetize my room key.
June 27, 2014
Rated 3 out of 5 by wonka Room needs improvement
We occupied a corner room in an older section of the hotel. It had a nice view, but because the area was so noisy, we couldn't enjoy the balcony. Although the room was surface clean, the walls and floors in the bathroom were grimy, which made taking a shower cringe-worthy.
June 27, 2014
Rated 3 out of 5 by EmLeigh09 Great location!!!
A B-grade hotel in a great central spot. Yes the rooms are old, nothing flash, however they are very clean. Staff were very responsive. The lobby/pool/bar/restaurant is very modern and made up for the dated bedroom decor.
A different food buffet every night with musicians playing both modern and Hawaiian music. Pool is in a great spot beside the bar. Great gym too!!
Only setback were the lifts-it was an extremely busy weekend and we were on the 28th floor - took forever to get to the room but views of diamond head and ocean definitely worth it.
Would stay again.
June 27, 2014
Rated 2 out of 5 by Jen777 Location is good; nothing else
The room is so small, furniture was not placed in a functional way. Bathroom is totally dysfunctional, there is no leg room for the toilet due to supporting beam blocking one side of the toilet. The worst hotel stay ever.
June 26, 2014
Rated 2 out of 5 by NaHH Family friendly with good poolside seating
Overall hotel was okay. Kids enjoyed the pool although there were no fanciness about it. Visiting family & ourselves also enjoyed the poolside hula & Hawaiian entertainment. That's what Hawaii is about!
Some improvements in areas such as hotel parking and room categories would make this Hotel more remarkable.
June 24, 2014
Rated 2 out of 5 by KB228 Avoid this property
I was terribly disappointed with my recent stay at this hotel. The lobby was recently renovated and the pool area is nice. The rooms have not been renovated since, what appears to be, the late 1970s/early 1980s. The rooms are clean and we did have a nice sized balcony with ocean views. This property would be satisfactory (especially considering its excellent location) if not for the erradic and neglectful staff. Other guests were bonding over the comical lack of service in the pool restaurant area. When we booked tours through the tours and attraction desk, I asked for recommendations. The gentleman responded, "I have no idea. I'm from here so I don't take these tours." In one instance, we waited 35 minutes for a scoop of ice cream we ordered at the restaurant by the pool. This is only a sample of multiple instances that occured during our week long stay. Mid-week I stopped by the front desk and asked to speak to a manager. I was told the manager would call me "if he had time." This property does not meet the spg standard. It is in close proximity to other spg properties and those properties do not have the same customer service issues this hotel does. There were a couple staff members (such as the gentleman manning the front entrance) that were friendly, but it was uncommon. I highly recommend avoiding this hotel if possible. It is not worth the way you will be treated. Also, the parking garage does not have elevators and, even with your parking pass, it takes a solid 5 minutes to depart because the attendant has to copy information from your license and pass to a spreadsheet each time. It does not seem to be the most efficient way to do things.
One nice thing that I would be remiss to point out was the hotel sent a fruit basket to our room when we checked in. It was a lovely sentiment and I really appreciated it.
June 24, 2014
Rated 4 out of 5 by Stapes Excellent position
This hotel is perfectly situated to explore the shops, beach and restaurants right in the heart of Waikiki. There is a strong focus on the local culture. Rooms are starting to show their age, but are clean and comfortable. Our second stay here and most enjoyable.
June 23, 2014
Rated 5 out of 5 by Denniswh Oahu 2014
Room was very clean and kept that way by the staff who were very friendly and helpful. This was our 3rd time staying there. I asked for a specific floor and room location and was accommodated. My wife loved the view. The staff from the front desk all the way to the parking garage were excellent! Looking forward to our next stay there, hopefully sooner than later.
June 22, 2014
Rated 2 out of 5 by Vtowngirls Disappointed during this stay
Booked a room w/ two double beds and was given a room w/ a kind size bed...staff asked, "Do you two know each other?" Upgraded room resulted in one with broken furniture, chair and desk in front of closet making it difficult to use, a leaky "streaming" bath faucet, and a smell. We were provided a rollaway bed that took up a large portion of the upgraded sized room.
June 22, 2014
Rated 2 out of 5 by nicdan22 Needs improvement
Air conditioning was poor. Bed was good and so were the towels. Pool was okay. Bell hop was helpful. I would not come back.
June 18, 2014
Rated 2 out of 5 by Nonxttime OMG... Not a good experience
I was truly anticipating my stay here in Honolulu.... Though I was on the Starwood floor, I was not happy with the overall feel of the property with all the construction, the power outage and the false alarm because someone entered the parking lot with their surf board scraping the smoke detector.... shall I go on! The pool closed at 7PM... In Hawaii! Are you kidding me! A closed swimming pool?
June 18, 2014
Rated 4 out of 5 by washhouse This hotel improvements
Can't speak for the other rooms, but the mattress in my room need to be replace. I woke up each morning with a terrible back ache. The gym is great. To add a sauna would be excellent! Overall I would stay here again because its in a great location, and the hotel staff is nice and the place is clean.
June 18, 2014
Rated 2 out of 5 by LBDB The rooms were outdated.
Our TA booked this hotel. We decided to stay because the rest of the wedding party was there. The first room we had was small and cramped with a lovely view of the parking lot. The room decor was outdated. When speaking with the nice lady at the registration desk on Tuesday morning she suggested a suite on the 29th floor was available for our last three nights, at a higher rate. However, this was outdated also. I won't go into the details of cleanliness, however there were many. (Floors, hallways, woodwork, sinks, etc.). The beds and the bedding for both rooms were comfortable and the sheets were crisp. We chose to stay and not complain because of the other guests attending the wedding, however if we had been on our own, we might have changed hotels. I almost forgot. The noise was constant, from the construction during the day to the street performer crowds and air conditioning noise at night. This may be out of your jurisdiction, but the street walkers were blatantly open when returning to the hotel from the main boulevard.
June 15, 2014
Rated 5 out of 5 by JohnandEllen This is an older property but fabulous location and staff
While this is an older property, I think clients will like staying there. First a great location, right at Waikiki beach and walking distance to everything. Staff was great. We did not eat there but food service seemed fine. We had an amazing view of Waikiki Beach.
June 11, 2014
Rated 4 out of 5 by dad1947 great location in waikiki
easy access with self park no valet service
June 10, 2014
Rated 5 out of 5 by ewolff9548 great stay
visit with our son who lives in Waikiki - the Kaiulani is great - clean, comfortable and close to everything. It is our "go to" place now when we stay in Waikiki....staff is very welcoming and accomodating.
June 9, 2014
Rated 5 out of 5 by CaliforniaTraveler1 Great location, great service
It was our family's first stay at this hotel, and we will definitely come back!
Check-in was smooth, baggage service was excellent, and our room was clean and had a very nice view of the Ocean.
Thank you Sheraton for helping us have a wonderful experience at a classic location!
June 9, 2014
Rated 5 out of 5 by Kolika Paradise Found
The Princess Kaiulani met my expectations and provided me with my requested ocean view and bed choice. The interior of the hotel is being upgraded with superior taste in furniture, carpeting and pictures. The staff in the bar and restaurants was superb and the Concierge was most helpful in arranging our sightseeing trips.
June 9, 2014