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 2 out of 5 by awc4 All Kinds of Problems
Given how large this property is, I do understand that it is difficult to keep every room in this property in top shape; however, I was disappointed in the problems I encountered during my vacation at this property. Granted, I was upgraded into a great suite and the Club Lounge is really great; however, the room was not ready until late in the afternoon and it was also not clean (with dirty towels on the bathroom floor) when I checked in. The hotel is at a great location and I was grateful for the gorgeous view available from my suite.
November 7, 2011
Rated 4 out of 5 by GNISH The hotel has good amenities
The hotel has good amenities
July 4, 2014
Rated 4 out of 5 by Bob1212121212 Sheraton Waikiki from Gold Perspective
Initial confusion re: the bedding. Email confirmation confirmed 2 double beds, but had to make 3 phone calls to switch room from a King to the confirmed 2 doubles. One lady on the phone sounded "burdened" by the request. Did not get name.
Upon check in - great SPG Gold recognition. Derrick at the front desk was Fantastic and went above and beyond to ensure a great experience.
Upon asking for the late 4pm check out - it didnt happen. I have never been denied it at any global SPG property so was a tad upset about that. We planned our time at the Sheraton with the assumption we would get the late check out. Spoke to Mgr Brian Chan and he offered an abbreviated late check out of 1pm but was disappointed I could not receive the 4pm entitled late check out.
October 15, 2013
Rated 3 out of 5 by AmyBeth2014 Some problems
There was a lot of inconsistency at this hotel. We had perfect service by Jessee at the pool. He had told us that because we had the SPG wrist bands we could have as many towels as we wanted. Then one morning a girl gave us a hard time for asking for 2 each. She was pretty rude and asked if the other 2 people were coming. The wait staff by the pool was also inconsistent. Had great service one day and lukewarm the next. The best service at the hotel was actually from a guy at the Peet's coffee stand by the valet.
February 10, 2014
Rated 5 out of 5 by Bkbroome Great pool!
This was my third visit to Sheraton Waikiki. I chose this over other properties mainly for the Club Lounge access (lovely spot for breakfast or to chill in the evening) and the pool. Having an adults only pool is a brilliant idea! The pool attendants were great too, especially Filippo.
The rooms are basic but have what you need. It's a large hotel and you're always in a crowd once you leave your room. That said, the facilities are great and the staff is very friendly. Restaurants are ok but there are plenty of other options nearby.
August 3, 2013
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 4 out of 5 by RP30 Great location and friendly staff
I would stay here again as the location is one of the best and the hotel is right on the beach, which is a big plus. Secondly, the staff was very nice. The only bad thing that happened and I don't think the hotel was able to control, was a guest in our hall who kept smoking and the smell would come into our room every time. Although security was called in to investigate since the hotel is 'smoke free', I think the guest just ignored it and continued on. I spoke with Brian, the manager about the issue and he was very understanding and offered to move our room and also comped our resort fees due to the issue. I think the fact that the hotel had their manager and security looking into the issue really meant a lot to me and because of that, I would come back.
July 18, 2013
Rated 5 out of 5 by Sherrie59 Exceptional Setting
What an exceptional setting for Sheraton Waikiki right on the beach with stunning vistas.We recently stayed at this hotel and enjoyed the excellent facilities this hotel offers, such as from a swim from a well laid out pool straight on to the beach, Hammocks to rocking chairs to get you totally relaxed from the moment you step into this amazing hotel.It was never to much trouble for the guest services and Aloha Landing ..what an excellent idea, staff there were fantastic in helping you get to your destination without any worries.
February 23, 2013
Rated 3 out of 5 by Taiko2 Beware
-We arrived early, just before lunch and were allowed into 1 of 2 booked rooms.
-First shocker, we are forced to pay a 'resort fee' of $25 per room per night which includes parking and Wifi access. Not needed but we had no choice.
-Pubik (k=c) hair in the shower and on the toilet were a real let down after running around all day.
-Couldn't hook up to the WIFI, and several staff members were unable to assist. Several hours and tries later, a capable staff helped.
-The free water we were forced to pay for ($25) was not in our room.
August 13, 2012
Rated 1 out of 5 by BR058 Too big, too impersonal, poor recognition
this is an oversized hotel that is so impersonal and very focussed on serving the tour groups from Japan and Korea as well as large convention groups. The lounge makes most second rate cafeterias look professional, the range of food and its unhealthy nature is appalling. The cleaner left their dirty cleaning toothbrush, They closed the main feature pool one day at 3pm - actually 2.30pm as that's when the staff needed to start closedown to meet 3pm - this was to cater a large convention. The guest services desk is is slow due to excess demand and friendly service levels are low. As for platinum recognition, no personally signed welcome letter, or special welcome plate - only time this has ever NOT happened. Not the place for welcoming personal, relaxing stay ...
November 30, 2013
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 Bo123 Great location!
Overall the hotel was good, not great. There are a few great things about it. Great = location, on the beach, next to shopping, very central Waikiki. Tourist hub for a lot of Japanese so the lobby is ultra bustling (some people think this is good, others hate it). Good = convenience, restaurants were good but a few are pricey, market in the lobby, Peet's, Ice cream, other shops, activities, pool tables in lobby, nice pool for kids and infinity view pool for adults. OK = rooms, standard rooms, beds are not very comfy and neither are the pillows
Bad = SPG members don't seem to get anything extra, in fact I got a room in the back facing the other hotels with courtesy loading dock noises at 6am every morning. Very disappointed. Don't stay here if you don't face the ocean
December 2, 2012
Rated 5 out of 5 by OscarSham Wonderful Stay
Dennis at reception was kind and hospitable at check in, making our arrival very welcoming. We would definitely stay here again after a fabulous week!
May 1, 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 3 out of 5 by Bobby47 The pool areas and the location of this hotel with its amazing views were its best features
The views Oceanside were amazing and the cleaning, tour and bell desk staff were excellent. The reservation staff were obviously overworked as they were not customer focussed and in many instances unhelpful and bordering on rude. The staff members who served us in Rumfire ensured that no tip was left and that we would never return there to dine (strange as there were very few diners in there anyway). Some of the pool / beach team were really good and others could do with some of the same training. The rooms were very average and in need of updating to warrant the room rates charged. Holes in Curtains and sheets is not a good look. There are many improvements needed but as this hotel has a large volume of occupants due to its location it is not likely that anything will happen soon.
July 20, 2013
Rated 3 out of 5 by Alii Room condition/Concierge
Bath tub shower was clogged with standing water while taking a shower. Resort fee card states exercise classes are available. However these classes are not available every day. Should be noted on card depends on day. Room was freshly painted and looked great, however still had strong fumes. Concierge was unable to provide information in a timely fashion. Requested information 24 hours in advance of desired activity time. No information given. Felt as if the Concierge did not have time to be bothered.
July 25, 2012
Rated 5 out of 5 by GS808 "Service Charge" at The Edge of Waikiki
I am a kama'aina, and was more than happy to pay a mandatory 18% tip for a party of 6 at The Edge of Waikiki restaurant at the Sheraton Waikiki. I was NOT happy that they called it a "Service charge" on the bill, with another line under it labeled "Tip", implying that the service charge was not the mandatory 18% tip. It was very misleading. If we didn't ask our waitress what the "Service charge" was, we would have given her an additional 18% tip. This is not a nice way to treat the guests who may not ask what the service charge was for, or for non-English speaking guests.
The food and atmosphere were great, but it would be better for the restaurant to list the "Service charge" as "Tip" on the receipt and then label the second line as "Additional tip", as do other restaurants in Waikiki.
June 13, 2013
Rated 5 out of 5 by Jen73 Relax and Enjoy
The Sheraton Waikiki is our favorite place to take a vacation and enjoy complete relaxation and comfort. We always stay at the Sheraton Waikiki for our annual trip to Hawaii. We love everything about it. It is always hard to say goodbye on our last day but we know that we will be welcomed back again next time. The hotel offers the highest level of service, the view is amazing and the entire staff treat us like lifelong friends. We can't wait for our next visit to our favorite place. Be sure and watch for the sea turtles that swim up in front of the hotel every afternoon. You can easily see them from the infinity pool. Sheraton Waikiki has everything we need for a perfect vacation. Aloha!
June 1, 2014
Rated 4 out of 5 by MJA2 Great location and amenities
Hotel offered a great view of Waikiki beach and the surrounding cityscape. The infinity pool and bar service offered in the pool is great and definitiely a highlight when you're looking ot relax and enjoy a beautiful view. Rum fire is a great location and night scene too for those looking to start/end the night in a nice location. The service (front desk, bell hop) was top notch- bags we're held for us both when we arrived and departed and everyone was very pleasant and professional.
November 3, 2013
Rated 5 out of 5 by spy212 A Real Fun Property
From the moment that we have arrived, all staff have been very friendly and professional. They have been very helpful. The property is a bit aged, but well maintained. The rooms are spacious and clean. The restaurants serve up pretty standard meals that are well prepared. Everything was in order and nice for a very busy hotel. The only drawbacks were - two days the housekeeping staff did not refill our bottle water, and one day they did not get to place enough towels in the room.
September 19, 2013
Rated 3 out of 5 by Dissapointed2012 This hotel has a great location but.....
Althought this hotel has a great location in Waikiki this also contributes to the over crowding! We couldn't even sit at either of the pools, we had to keep checking back to see if we could get a seat to sit and enjoy the facilities. When we arrived we waited in line for quite a while to check in,our room smelled of cigarettes and we had to move to another floor. We were told someone would bring us new keys but we ended up having to go back down to get them. Pretty dissapointing!
July 25, 2012
Rated 5 out of 5 by ICDoc Sheraton Waikiki October 2012
xx02 suite is very nice. Bedroom view is of Diamond Head and evening bar music is easily heard and enjoyed. Sitting area view is of ocean. Both rooms have lanais which are great for sitting, viewing, snacking and just plain relaxing. Wi-Fi is spotty around the property. Wi-Fi is included in the daily extra charge but it is a 24 hour period. One must go through the sign-up hassle every day when the connection drops out. The connection should remain for the duration of the stay.
October 21, 2012
Rated 5 out of 5 by Jesse45 Private Business Owner
Upon entering the hotel, the open air lobby makes it magical as the sand sculptures set the tone to make you feel like you're really in Hawaii. The room was beautiful seeing surfers, the ocean, mountains and often turtles. Both pools are my favorite as paddled into the ocean as well. Food quality was superb with great local artists daily at the Rum Fire. Wish the Sand Bar stayed open later to enjoy the outdoor evening breeze. Overall, great place and I will be back.
December 19, 2013
Rated 1 out of 5 by Ferry25 Horrible Time here
From the moment I booked it, I sensed it was off. I tried to use suite rewards for my five nights. Denied at last minute. Stuck in a room with problems & a noisey room above me. Told things were corrected, Second night same thing. Minimal offer of compensation. Third night moved & left after the fourth night. Wasted my already paid fifth night, since I was so unhappy. And I'm a Platinum guest too! Hotel management is a joke! SPG did little to help me.
January 26, 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 2 out of 5 by Aloha123 Leaning lounge staff!
Stanley Rabut, great at remembering names and drink preferences!! Very attentive and courteous.
On a different note, the SPG staff at the front desk could take some lessons from Stanley. They have poor communication skills, lack customer service skills, and have no issue letting members wait 45 minutes while they go "fix the problem"!!!
If I were to recommend this hotel based just on the Leahi service, I would. My overall experience was less than satisfactory.
December 11, 2013
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 3 out of 5 by Eric1949 Resort Fees for Overnight Stay !
we were flying between DFW and Sydney with Layover in Honolulu arrived @ Hotel @9:00 pm with checkout @ 6:40 am, The Staff member at desk wanted to charge us a Resort Fee of approximately $35.00. Only after raising my voice was I able to get it removed. 2nd, SPG recognition was lacking and room view faced a wall and parking garage
March 26, 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