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 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 JABEAUX OK, but loading dock trucks rumble and beep all night
Stay was OK. Big problem is that you have deliveries all night where the trucks have to reverse into the loading dock. They have their loud beepers on and it carries all the way up to the 20th floor. At one point in the middle of the night I counted four of these loud beeps going at the same time. Did not have a good night sleep on any of the nights. This situation also bothers adjacent hotels (I saw another disrupted sleeper on another balcony one night when I was out to observe all the noise).
June 30, 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 2 out of 5 by Alberto9 Can this Hotel from SPG be any better?
As an SPG owner in Hawaii area- one would think that SPG would provide better service to their owners. I stayed a few nights in June 2014 and although staff was nice and did their best, I did not receive an upgrade to a Starwood preferred floor-This really bothered me at first but then I realized that maybe SPG does not care. Maybe there is some disconnect between SPG and Sheraton Waikiki? Can this hotel from SPG be any better? This is what SPG and the Sheraton Waikiki should ask themselves. What can SPG and the Sheraton Waikiki do to accommodate SPG Gold and Platinum members-who actually own timeshare in Hawaii?
June 28, 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 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 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 Metz love the location
Had a wonderful time with the grandkids.
June 23, 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 4 out of 5 by Mrtravel28 Best hotel in paradise
Had a great stay but it started with a few negatives. Had suite awards pending with suites showing available and then was told that SPG corporate canceled the request. Luckily the concierge was able to push the upgrade through and got us situated in the KAI suite, amazing. The hotel is huge and so is the resort fee. We went to the infinity pool and claimed the platinum chairs early in the morning only to be escorted out as one is supposed to reserve those weeks earlier, would have been nice to know. Brett at the pool however made it right and we got a complimentary cabana the next day. However the larger pool was closed that day without prior notice so once again, great to pay a resort fee for that!
The lounge at this property is huge, however feels like a marketplace. There is a register there and a very pro- Japanese only staff. SPG should remind them that a Sheraton lounge is mainly for business travelers who earned access through loyalty, not a way to squeeze $100 from a family of four by promising them authentic Japanese food for breakfast. Complimentary are only beer and some wines everything else is nickel and diming. No mixed drinks at the lounge either......I thought we were in Hawaii? Compared to a lounge for Diamond members in a hotel down the street, this lounge leaves a lot to be desired....come on, bring to pina coladas and mai tais to the lounge or get rid of a lounge and just convert it into a restaurant for all the loyal guests from East Asia.
I would however stay at this hotel again as it is the nicest hotel in Waikiki overall, if they solve the lounge issues I listed it would be and unbelievable place.
June 19, 2014
Rated 5 out of 5 by catherinemaxh Fantastic resort in the heart of Waikiki!
We stayed at his hotel for 19 days in March of this year and would like to acknowledge the EXCELLENT customer service that we received.
Thank you to Elaine at the Front Desk- she met us with a smile and made us feel welcomed right away! She was friendly and very professional. The check-in process was smooth and efficient.
Thank you to the housekeeping supervisor Jason- he was very friendly and helpful from the moment he said hello. Kudos to Jason for taking such pride in his housekeeping department and keeping the hotel guests happy and comfortable!!
Thank you to Jamie Fucos in the Leahi Lounge- he is an amazing lounge manager and welcomed us with the Aloha spirit and some very kind words. He even remembered our names every time he saw us, and that's very impressive and special in such a large resort! He made himself accessible to the guests of the Leahi Lounge and even brought over a new glass of juice when my daughter spilled hers. The MOST special surprise was a signed Sheraton Waikiki postcard from some of the lounge staff on my birthday. Thank you to Jamie for being so thoughtful!
We've already booked a reservation to return to the Sheraton Waikiki in August and we're looking forward to another great stay.
In a busting world of large resorts, it's a wonderful thing to feel welcomed and valued as a hotel guest. Thank you to the Sheraton Waikiki for your excellent customer service and attention to detail!
June 19, 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 vb11111 House keeping needs much improvement
Your house keeping was really bad. They had to replace two fridges to get us a working one.
Each day the house keeper was forgetting something one day no coffee one day no cups ...each time we had to call.
For a hotel like this caliber it's not acceptable.
June 17, 2014
Rated 5 out of 5 by Ipomax Front Desk
We had a great time, Justin was very professional and efficient during our check -in.
June 15, 2014
Rated 3 out of 5 by MarcVancity Infinity Pool staff
I just finished an 11 night stay. The best part our stay was Brett and Mike at the infinity pool. Made our stay great and we will return because of them.
June 14, 2014
Rated 5 out of 5 by Jimtraveller Another wonderful stay (Nay 16-18)
I stayed at this hotel with my dad for our visit in Honolulu. We got upgraded to a wonderful ocean front king-bedroom. The view was breath-taking and very private on our balcony.
We enjoyed the club lounge very much, Great food, wonderful staff, spacious, and with a amazing view at Waikiki Beach and the Diamond Head. The evening lounge hours were really good, 4-8pm, very considerate about potential time differences for the visiting guests.
We got a 2pm late check out, which works out for us for our evening flight.
June 14, 2014
Rated 5 out of 5 by JoeR21 HOTEL & LOCATION HAS IT ALL . . . .
We've stayed here since 1977 when our daughter was 7 and stayed recently when our granddaughter turned 7. This is the best place on the beach at Waikiki. The location is great with an spectacular view of Diamond Head and access to the beach and nearby shopping. The new family pool, with slide, is awesome. The staff is friendly with a lot of Aloha spirit and the configuration of the hotel allows for nice breezes to pass through. Will always be our first choice....
June 11, 2014
Rated 5 out of 5 by Ozone2014 Great stay plus!!
Very accommodating resort which caters to all. Room was decent size and comfortable. Housekeeping was thorough and efficient. Plenty of shopping, restaurant and water fun options available either onsite or in close proximity to the resort. This a very busy resort but the staff from check-in to check-out was excellent and courteous from the front desk to the hallways and pool decks. The hotel concierge service were helpful and their work was spot on. Extra kudos to breakfast service staff Roy, Tony, Lynn and Bridget in the KAI Market restaurant. An absolute bright spot in our stay we looked forward to their courteous and personal type service every day, These folks truly care about their work and their guests and will be missed. The breakfast buffet options were numerous the food was fresh, delicious and constantly replenished . Overall the pools were very relaxing and beverage services available to them was very good, I would recommend this resort to anyone.
June 10, 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 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 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 5 out of 5 by WSD1 Above and beyond good customer service.
I don't know if we were extremely lucky or if all of your employees excel in customer service but both Ashley and Derek were extremely helpful, cheerful and professional upon check in and Ross (Rum Fire) was an excellent server, he was knowledgeable of the menu and the rum and the things to do in the area. They all went above and beyond to make us all (group of 8) to feel welcomed and comfortable.
June 3, 2014
Rated 5 out of 5 by WSD1 This hotel is a perfect getaway for either a romantic vacation or a family vacation.
Perfect location, excellent restaurants and bars!!! Most importantly a well educated and very friendly staff. Derek & Ashley at the front desk were the best I have ever experienced. They were so patient and professional in handling our check in and special requests. Thank you for making my family trip most memorable.
June 3, 2014
Rated 5 out of 5 by Red49 Great stay
The Sheraton in Waikiki is a well run ,well placed hotel with friendly ,helpful staff. Highly recommended.
June 3, 2014
Rated 4 out of 5 by mike1979 Great Location But Lacking in Room Quality
This hotel is rated a 4 star hotel. From the outside, everything about the hotel is 4 star quality: Nice pools (awesome slide by the way), awesome lounge bar (RumFire), but the rooms definitely need improvement. We booked a City View room and got the 10th floor. As I walked into the room, it smelled very stale. The decor looks to have been remodeled, but the floor looks dated. Also, there was a seating bench in front of the bed that had traces of baby powder on there still. Plus in the bathroom, I saw a piece of hair still left in the tub. Their room service brochure looks like someone spilled water on it as it was crinkly in touch. It's these attention to detail things that disappoint me for a 4 star hotel. I do realize that there are so many rooms to clean and maybe not enough staffing, but that doesn't mean you should cut corners on making sure that a room is clean for the next guest. Rather than call housekeeping or the front desk to complain, we just decided to get our room serviced the next day, where we indicated that we wanted all the linens and bathroom towels changed. They did a good job then of making sure we got a clean set to use. But I still saw the powder on that bench seat.
Overall, this is a decent hotel to stay at. Its located perfectly in Waikiki. I had a fun time with the pool slide. The drinks are so good there too. (Scorched Strawberry to be exact). I really just wished they paid more attention to the room cleanliness.
June 2, 2014
Rated 5 out of 5 by GERZ Service and facilities.
Our expectations were passed , with all the facilities being excellent and the staff attitude , service , efficiency , manners and professionalism being first class.
June 2, 2014
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 5 out of 5 by BL041612 Great Honolulu Experience
The hotel location is ideal. The kids could play in the pools and the parents could walk around and shop. The staff is amazing,
June 1, 2014
Rated 5 out of 5 by Birthday32 Great location
Close to shopping, great beaches and restaurants.
May 30, 2014