Rated 2 out of 5 by LBDB The rooms were outdated.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 The room decor was outdated.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 However, this was outdated also.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 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 ChrisB55 Not what I expected
I've stayed here back in 2005 and thought that it was great. I was excited to come back and bring my son for his first trip to Hawaii.
When I got to my room the first thing I noticed was that there was an issue with the floor maybe being not level. The drawers on the dresser and desk our room (946) would not stay closed unless we put a chair or other object in front of it. I could see makeshift shims under the feet of the dresser probably trying to keep it level. Secondly, the bath tub had signs of rust in it. Also, when I stepped onto the balcony, I could see the other neigboring balconies crumbling, not sure if it was from weather or just wear and tear. During the day it looked like construction or upgrades were going on in the rooms across from us. Maybe we should have come a few weeks later.
I'm very disappointed with this hotel and I hope that if I do stay at a Sheraton again in the future, I will have a better experience.
February 14, 2013
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 2 out of 5 by molino4 Needs attention to housekeeping and maintainance
The front desk staff is always excellent. More than one counter person needed, especially when there are long lines.
Housekeeping service definitely needs improvement. Our room was 2556 from 7/9 to 7/14/13. Cleanliness not up standards.
There was an on going lines for the elevators for the tower and several of the elevators appeared to be malfunctioning.
July 16, 2013
Rated 4 out of 5 by Rollie1967 quiet location
The Princess has a great location, yet the thick sliding glass doors and blackout curtains allow a great nights sleep in a very comfortable bed. Waikiki can be very noisy,even at night but thats not an issue here. The cold water and fruit on the beach service was a nice plus- other beach visitors im sure were wondering how we acquired such great service.
September 5, 2012
Rated 5 out of 5 by Daveblo Great hotel in a perfect location
I stayed for 9 nights. Room and hotel are clean. Staff is friendly and inviting. Location is fantastic, and the $25 all-day parking fee is quite reasonable for this location. The pool seems nice, though being a block from the ocean I didn't use it.
Breakfast is a bit on the pricy side, but there are many close by decent alternatives.
Will stay again.
July 29, 2013
Rated 4 out of 5 by Ann40 Hotel met or exceeded expectations.
Bed was quite comfortable. Location is very good. View from our balcony was great. In general, room was kept clean. The hotel staff was very friendly and helpful. The hotel met or exceeded our expectations. Our primary complaint is that beverages in the bar were priced too high and served in plastic cups. Overall, we were very satisfied with our stay.
May 27, 2013
Rated 2 out of 5 by Nikita Needs Serious Improvement or Demolishment
This hotel is rather well placed being located second-line to the beach, within walking distance of boutiques and other shops including an abundance of ABC Stores allowing access to food and beverages 24/7. Unfortunately that is all that is good about this hotel.
The hotel has 2 main wings. One contains extremely outdated, 70's styled rooms with a large amount of space creating an empty feel. The toilet is old, dirty, the shower is in the very narrow bathtub causing you to touch the dirty curtains all the time and the toilet seat is extremely uncomfortable and pokes you constantly. The other wing has a more updated and new style but unlike the other wing the room feels crammed and with a ridiculous amount of space left for the balcony, can not give more feedback as I did not stay in this room but looked inside one.
The breakfast this hotel offers has a limited selection but complements the level of luxury this hotel offers. I had the continental breakfast which offered me fruit, muesli, buns and cereal (selection of 4 different types of corn flakes). The food itself was fine and the bun selection almost made up for everything else. Half of the dishes were dirty and would run out quickly and the staff would be very slow to top them up for use and the same goes for the food itself. That wasn't even the worst thing about this breakfast, through out the duration of my stay there was construction right next to the tables and the noise was unbearable making even conversation a task.
The service is slow and unresponsive, there have been 2 instances that Guest Services didn't even pick up when I called and the check in at midnight without another single guest in sight took 20 minutes.
The hotel also has a $26.18 USD daily mandatory fee per room which offers the following: (quoting the official resort charge list)
- Free high speed internet access
--- The Internet was decent.
- Self-parking for one vehicle
--- Provided as promised
- Unlimited local and 1-800 calls, up to 60 min of long distance
--- Kind of useless feature but nevertheless still there
- Two bottles of water per day
--- Provided as promised
- Children 5 and under eat free from kids menu with paying adult
---Good for families with little kids
- Big kahuna beach service (use of sand chair and fresh towels)
--- You had to CARRY the chairs to the beach
--- The pool is a tiny oval which goes to 8 feet deep, why? To receive towels you need 'Towel Cards' which is a real hassle especially if you forget your cards in your room you have to go and get them or even worse lose them.
- Fruit and water provided twice daily between 10am and 2pm when seated in designated area on Waikiki beach with 4 free cocktails (4 coupons given upon arrival)
--- Didn't use this feature, can not give more feedback
- Portrait done by professional photographer
--- You had to book in advance which is a hassle for a 15-20 minute session of taking pictures.
All the features above are really not worth the daily fee ESPECIALLY for SPG Platinum guests which I am as you would be offered most of these anyway as SPG recognition.
All in all, for future trips to Hawaii I will try and avoid this hotel at all costs.
August 15, 2014
Rated 4 out of 5 by aradia1300 Great location
My partner and I stayed at the Hotel in mid-August. The hotel in excellently situated within walking distance of Waikiki beach, good shopping centres and public/tourist transport.
We had a room on the 9th floor, high enough to have a good ('partial') ocean view and away from the noise on the street.
Recommend specifying if early check-in is required.
August 22, 2012
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 4 out of 5 by travelprincess69 Great location and clean rooms!
We asked for and received ocean view on high floor. Check in: long line, and sparce staff. But once greeted, staff very attentive. Parking! Rooms dated but clean. Nice sized lanai with view of ocean and surfers. The view is angled over the Surf Rider. Best bet for this property: location! Across the street from beach. Close to Duke's, shopping, spa.
September 21, 2013
Rated 4 out of 5 by vidkid good location
staff and location are the best . the hotel needs a bit updating but its kept clean and tidy all the staff were very pleasant and nothing was to much for them we were flying out late and they let us check out late and give us a curtsy room later as well .
the staff at the pool bar were always very happy and pleasant. good value for Waikiki.
March 6, 2014
Rated 2 out of 5 by Japanese60 This hotel needs renovation
I checked in on Saturday. Safety box was broken (numeric code cannot be entered). Security person was dispatched. Both he and the front desk person told me they cannot fix it on Sunday and I should wait for Monday. The problem is not resolved before I check out on Tuesday. No service person showed up. One of the elevators stopped, and did not work.
June 26, 2013
Rated 1 out of 5 by torontoboy I would avoid this hotel
Worst Starwood Hotel I've ever stayed at and given that I've been an SPG Platinum member for some time, this hotel should not have the Sheraton name attached to it...Old (I'd say the rooms have not been touched since the 70's), broken (our shower did not work nor did the toilet) and depressing...Don't bother wasting your money or SPG points here...
December 24, 2012
Rated 1 out of 5 poor value
poor services from manager and check in staff. bed attitude. room is not clean. furniture is broken. long hair on bath tub, it may be from previous guest. no ventilation system in bath room. no privilege for SPG members. I was forced to pay extra to stay until 2pm. very poor internet service. paying 18 dollar resort fee is a rip off. never go back.
January 22, 2013
Rated 4 out of 5 by Sunbabe88 Great location!!!
My family and I really enjoyed our stay at the Sheraton Princess! The staff was amazing! They all met all of our traveling needs from the time we checked in to the day that we left. The only complaint that I have about this hotel is that the swimming area for the kids is too small of an area. During the day and mid afternoon its filled with kids.
August 21, 2012
Rated 3 out of 5 by Avidtraveler1172 Great Hotel but confused Room staffs
The hotel was great but the room staffs did not change my towels for us. We put the change card on the bed and the dirty towels on the bathroom floors to be change. The towels has a lot of stains on it but what they did was us pick it up and hung it again. In most hotels that we stay in the past the sign that we new towels are to throw old ones on the bathroom floor which I don't understand why the room staffs did not understand that. They just hung our dirty towels that we threw on the bathroom floor back up. The reason we even notice was that the stains were on the towels in the same spots. This happen the whole time we stayed at the hotel
I think the room staff needs to be re-train to know that towels that customers throw on the floor is a sign of change new towels right away.
Otherwise we love the hotel it was in great location and the reception staff was very helpful. I would stay here again but watch the room staff more carefully.
October 23, 2012
Rated 1 out of 5 by JTPauley Lousy Experience
I stayed here for a month while looking for a home. I was told parking was included, it wasn't and I was blindsided with a 400 dollar charge upon checkout. Breakfast is terribly expensive and not good. Dinner is decent enough, but not worth the money. In general, the hotel was decent at best, but nowhere near what I expected from a SPG hotel.
February 8, 2013
Rated 3 out of 5 by Patty1063 Improvements Could be Made
The public areas of the hotel are pleasant and comfortable but guest rooms are tired and on the small side. The beds are excellent quality and provide a good night's sleep. The buffet breakfast is very good but there's no variation from day to day. The pool closes at 6:00pm - very much a disappointment when the temperatures are in the 80's!
October 31, 2013
Rated 2 out of 5 by AAIconferee Disappointing
On arrival, my reservations were confused and took some time to sort out. AMEX has 2 holds put on CC, three days to resolve and three trips to the manger's office. Hotel hallways were dingy a in poor condition. The room was fine, but the AC was very noisy. Staff I interacted with tried to be helpful, but could sort out problems effectively.
May 13, 2013
Rated 4 out of 5 by dadefe Disappointed
As a Platinum preferred guest, I was told at check in that I was upgraded to suite. I arrived at noon and didn't get into my room until 3:45 pm. I was surprised that though my room was on the floor holding suites, my room was the size of a regular room. On the bright side, my room attendant, Julie, was wonderful, friendly, and professional.
April 20, 2013
Rated 2 out of 5 by Tracy63 SPG Category 5???? Are you kidding me?
Tiny pool. OLD, OLD bathrooms and showers. Frayed, dirty carpets in rooms and hallways. Even from the 27th floor, the street noise was really loud because of single pane windows and sliding glass door. This place needs a MAJOR renovation. Category 5 in the SPG program??? A resounding and absolute NO!!! Do NOT waste your hard earned points!
May 5, 2013
Rated 4 out of 5 by Dick1934 Getting There
Wow, your parking is around the corner' which comes as a surprise. There are mostly one way streets. The street signs are badly placed and hard to read. Lots of wasted driving and frustration getting there. Suggest you publish a map of JUST nearby streets and their direction with the location of the parking lot included
April 9, 2014
Rated 2 out of 5 by Dave Very tired rooms
This hotel is in a great location and the general areas, i.e. lobby, pool etc. are pleasant. However, the rooms are very, very tired. The wallpaper is patched and dirty.
The electrical outlets , paintwork etc. all
need to be dealt with. The bedding/ towels are OK Sheraton standard. Apart from maid service the rest of staff very average.
April 6, 2013
Rated 4 out of 5 by malasada good location
this hotel is across waikiki beach, good location and good price. the hotel is little outdate for interior,but the room is comfortable and clean. the resort fee which included wifi and parking fee is little higher but it will cost you more if you park on same street on difference parking lot. Overall, the hotel is good bargain to stay.
June 10, 2012
Rated 4 out of 5 by Frawst Great!!
Facility shows it's age but is very clean and comfortable. The lobby is expansive and elegant. The hotel is accessible to the beach, upscale shopping and discount shopping. Concierge was most helpful in finding activities that fit our schedule and likes. Food in the restaurant was great and plentiful.
May 1, 2014
Rated 2 out of 5 by Jpf73 Very outdated rooms
Rooms are very outdated and in desperate need of a renovation. Front office staff (Sharen) was very friendly at check in but unfortunately same experience did not happen at check out, Agent left us waiting for a few minutes without even acknowledging our presence. I would not return to this hotel as it offers poor value for the money.
September 7, 2013
Rated 4 out of 5 by Ruby Four stays!
This hotel is a close to everything hotel with comfortable, clean rooms. The staff is welcoming and always seems to take the extra step to make your stay enjoyable. We have been to Honolulu often and this is our hotel of choice. Good food, good rooms, close to it all and a staff that really cares! What more can you ask for really?
June 5, 2013
Rated 4 out of 5 by Roami26 Great Value in Waikiki!
After reading several reviews, I was a bit hesitant to book a room at this SPG property. HOWEVER, I'm glad I opted to ignore a few of the reviews and I booked the room anyway.
SPG Platinum recognition was exceptional. The Front Desk staff were very helpful, and as a "first impression"...did a great job at creating a warm welcome. Our suite was clean with comfortable bedding and sufficient bathroom toiletries. The continental breakfast was very good with a nice variety of foods. The fitness center was adequate (however, several of the treadmills were inoperative). YES, there IS construction noise taking place. However, unless you plan to sleep during the day, it doesn't present an inconvenience. YES, the hotel does need a bit of a "facelift". BUT...if you're looking for a clean hotel, in a GREAT Waikiki central location (great for shopping, dining and an easy walk to the beach), with a good staff to help make your stay enjoyable...the Princess Kaiulani is an excellent value for the price in Honolulu.
May 10, 2014