Rated 4 out of 5 by harbourdad this hotel has great features
great facilities, great service and friendly satff
April 7, 2013
Rated 4 out of 5 by Serafina808 Enjoyed our stay
Overall, we enjoyed our stay. Majority of the staff were helpful, knowledgeable and friendly with a few exceptions. My 3-year old granddaughter especially loved the pool/slides and the mermaid experience.
One bad experience was at the Rumfire bar. My sister, granddaughter and I attempted to have lunch there. We walked in and although 3 staff members were within a few feet of us, no one looked up to acknowledge or greeted us. We looked around for a posted sign to see if we should seat ourselves and finding none asked one of the servers. We were told to sit 'anywhere' and went out to a table on the patio where we sat for 5-7 minutes. Again, no one approached or acknowledged us. I went to the bar to ask for a kids menu. The bartender said he didn't have any at the bar, but would send someone over. We waited... no one came.
We eventually moved inside due to it being too hot outside (no umbrellas for sun at the tables). We took a seat and, again, waited. After another several minutes without assistance or acknowledgement, we left the restaurant (BTW~ we were given a big smile and warm greetings from a staff member when we left the restaurant and, no, my granddaughter was not misbehaving) and had hot dogs from the stand next to the pool.
July 1, 2013
Rated 5 out of 5 by Becky AMAZING CUSTOMER SERVICE
Everyone was very friendly...everywhere we went.
May 8, 2013
Rated 5 out of 5 by gman74 Best hotel in Waikiki
Everything from check-in to checkout was great.
December 4, 2012
Rated 4 out of 5 by WJCHANG FOOD OF THE LOUNGE
the breakfast of the Lounge need more kinds...
May 26, 2013
Rated 5 out of 5 by SDGirl Best Hotel in Waikiki !
The Staff is amazing, first class all the way!
September 18, 2012
Rated 5 out of 5 by sbfbob23 overall experience
Hotel met all our expectations and then some.
November 1, 2012
Rated 3 out of 5 by silver925lorie Hotel stay
Great to have Spg Bus. Preferred membership!
January 15, 2013
Rated 4 out of 5 by wacky The best money can buy
Best hotel in hawaii, cant wait to go back.
March 15, 2013
Rated 4 out of 5 by Gorzoom Bed too soft, wifi too slow, floor shaking
Bed too soft, wifi too slow, floor shaking
October 6, 2012
Rated 5 out of 5 by Auggie Great location
Mahalo for caring about the local people..
December 19, 2012
Rated 5 out of 5 by Jules Awesome in every way
Staff was friendly and location is great
April 9, 2013
Rated 5 out of 5 by Fer924 Waikiki
Best Hotel in Waikiki. Perfect location.
November 30, 2012
Rated 5 out of 5 by Mell sheraton Waikiki
great hotel / great beds / great staff
December 23, 2012
Rated 2 out of 5 by asdfasd Waikiki let down
Historic location, but needs updating.
February 9, 2013
Rated 5 out of 5 by WWM00 Fantastic Resort
Perfect location. Great Service
July 29, 2013
Rated 5 out of 5 by ACDC Enjoyed are stay
Great location and fantastic staff.
March 13, 2013
Rated 5 out of 5 by K777 Great staff
Roger our housekeeper was excellent
September 30, 2012
Rated 1 out of 5 by GioGio The worst hotel
The people are NOT very kind. Ugly
December 19, 2012
Rated 2 out of 5 by 11mike too crowded
too many people, not enough staff
August 23, 2012
Rated 4 out of 5 by CDMG21 Lovely
Lovely Hotel in a great location
March 31, 2013
Rated 5 out of 5 Fantastic
Wonderful stay, great location.
November 20, 2012
Rated 3 out of 5 by Grandma99 hotel stay
Hotel was nice, too crowded.
October 16, 2012
Rated 4 out of 5 by SneedII Beach view from Hotel is amazing
Good Service friendly staff.
January 24, 2013
Rated 5 out of 5 by Angie26 Great Club previlage
We love the Lounge access.
December 19, 2012
Rated 5 out of 5 by Pam8 Sheraton Waikiki
Love the rooms great view
September 21, 2012
Rated 4 out of 5 by jams Walls are way too thin
I enjoyed my stay at your hotel but the walls were extremely thin. I could hear the people next door having a normal conversation, the crinkiling of plastic ( I assume they balled it up to throw it away), and the movement of the hangars in their closet when they went for their wardrobe.I cold hear people in the hallway at all hours as well. This to me is pretty inexcusable. I understand hearing noisy neighbors who are rowdy and drunk, but this was normal noise that I could hear as if they were in my room with me! I also requested an ocean view upgrade, which was granted (partially). We were on the fourth floor and could hear everything going on in the pool, so I requested another room, which they couldnt accomodate. That was fine as the pool noise wasn't so bad but the club music going on til about 1 in the morning Saturday night was pretty dissapointing as well, especially because I had already requested to be higher up to avoid this but could not be accomodated. I believe that your hotel is nice, but if you want us to be "wowed" by something other than the lobby, invest in some non-connected rooms with thicker walls so that other guests can enjoy their privacy and sleep when their neighbors are conversating, packing, or even changing clothes. A walled bathroom would be nice too.
July 30, 2012
Rated 3 out of 5 What's with the towels??
a great location. my wife and 2 kids enjoyed the 3 nights prior to our cruise and the 4 nights when we returned after, however there are a couple of points i feel i need to mention in the interest of providing service feedback. on 2 occasions we needed to call housekeeping to get an additional towel brought the the room even though there were 4 guests - only 3 towels were left. we also returned to our pool lounges one day to find that our pool towels had been removed from on top of our backpaks and we had to return to our rooms dripping wet through the hotel. pool staff told us it was time to 'clean up'.? when checking in for our 1st stay we were offerred a bigger room however when we checked in for our second stay we also requested a similar room and told that we had been given 'a bigger one' however when arriving at our room it was clearly much smaller than the room we had been promised and we felt like we were told it was a bigger room just to get us away from reception. our room was not ready by the promised 3pm check in time as well. finally, as an SPG member i have received my September statement and the stay is not showing although i gave my SPG member number when checking in. not all bad, the view from the 30th watching the sunset was amazing and one of the best locations in Waikiki.
October 16, 2012
Rated 5 out of 5 by buyrctw Exceeded All My Expectations
I have to admit that I have not been a big fan of the Sheraton portfolio within Starwood as my experience with the brand has been inconsistent over the years. However, I believe this property sets the standards on what the Sheraton brand should be and could be!
The staff anticipated my needs starting with initial communication from Sheri and was followed-up promptly and consistently through the check-in process. We were recognized for our Platinum status and celebrating special occasion.
The property recent makeover was impressive with the rooms, Leahi Club Lounge, pool decks, etc. Staff was friendly, professional, and prompt with requests. The only improvements that I would recommend are:
- There is not enough staff at front-desk and at such there is often a long wait time for check-in or questions.
- There are too many people reserving lounge chairs extremely early in the morning and not show up until much later in the morning.
- The Leahi Lounge breakfast needs improvement. It should have at least one meat selection daily and hard boiled eggs (if scrambled eggs are not available). The seletion is very carb heavy and not very healthy.
- The resort charge of $25/DAy should be either waived for Platinum Members (especially if one doesn't have a car to park) or additional benefits offered.
March 12, 2012
Rated 1 out of 5 by spg2345 Nickel and Diming along with Apathetic Management
Originally stayed here in 2010, was my first stay at an SPG property and thought it was great! In fact, this hotel converted me to an SPG loyalist....shame to see how much it has changed.
Been back a few times subsequently and unfortunately service has declined considerably. The resort fee has gotten out of control here. $30/night+tax is sometimes more than 10% of the nightly rate. Theme of most recent stay was the hotel consistently nickel and dimes, and does not provide any type of Plat recognition that would actually cost the hotel money. (i.e. you can wait in a shorter line for breakfast, but stingy on upgrades, you need to fight for plat amenity/alt amenity, etc.)
Management fakes not knowing about the Alternate Amenity owed to Plats because the resort fee includes internet; a fast Google search shows it's been addressed by SPG many times.
Bill had a number of errors hotel originally refused to correct even though I had printout of the entire rate plan and it's T&Cs. Required going through SPG corporate to finally get it fixed.
There are some positives:
Hotel and facilities are still very nice. Rum Fire bar has good drinks as well as a number of their own cocktails that are unique and clever. The Baja sun drink was great. Happy hour menu is good as well.
Plenty of pool areas, and seems to be very family friendly.
Bottom line is SPG treatment is among worst of the system and they penny pinch. If you set your expectations accordingly, you'll probably be pleasantly surprised.
December 19, 2013