Rated 3.2 out of 5 by 463 reviewers.
Rated 3 out of 5 by Garret Stay wasn't too bad Before mentioning anything else, I'd like to give my praise to Ping who was working at the Gold/Platinum Checkin Desk the night of Dec. 16th. She was extremely friendly, knowledgable and, was able to combine my 2 consecutive reservations into 1 (Had to book separate reservations for work and personal) to avoid having to checkout and checkin in the middle. She also moved my room to a high floor with an absolutely incredible view of the Honolulu Skyline and Ocean. It made it an absolute pleasure to relax on my balcony, can't thank her enough for that. I had even mentioned visiting China one day (her home country) and she gave advice on where to visit and sights to see. The cleaning staff were nice, replaced the broken Ironing board that was in my room, and made up my room each day even after not departing until later in the afternoon. The bell staff unfortunately caused me to miss an important work deadline. I was expecting an extremely time sensitive package during my stay. The night before it was scheduled to be delivered, I asked the bell staff to call my cell phone upon delivery instead of my room because I would be out working and not in my hotel room. I explained the sensitivity of the package and they agreed to call my cell and took down my contact information. The day of delivery, I never received a call and instead had to rely on the UPS tracking page which was on a 3 hour delay, causing me to miss my deadline. When going up to my room later that evening, I found a note under the door saying there was a package waiting for me. The facilities are in desperate need of renovation, with the exception of the common areas (pool, bar, etc..) which look very nice. The elevators, hallways, and rooms themselves are very dated and are in need of some modernization. I think listing the hotel as a Cat. 5 is a bit of a stretch as a result of this. December 30, 2013
Rated 1 out of 5 by SJF55 Worth Starwood hotel I've ever stayed in I was completely shocked at what a run-down, out dated hotal this was. I spent two nights there on a business trip. Never never again. It made me question whether Starwood even cares. The in-house station on the TV says the Starwood is spending billions on hotel renovations. They need to start with the Princess Kaiulani. There are 2 towers, one only has wired internet and the other only has wireless. I had to change rooms on my second night just to answer emails. The resort charge of $23plus taxes is rediculous for the business traveler. For that charge you are provided wired OR wireless internet, not both: free breakfast and dinner for your child only and only IF you are traveling with a child under 5 years old; water and fruit at the pool and a towel. None of these fit my needs, yet I had to pay for the services. The bathrooms are so out ot date I was reminded of my childhood in the early 60's. It know 60's is retro, but this doesn't speak to the best of the 60's. The finish was completely worn off the fixtures. The elevators are so old and slow that lines formed of people waiting to use the them. The halls are drab and worn. The air conditioner was surface mounted, not built in, and "hinden" behind a wooden louvered door. The AC unit was very dirty. There were two knobs on it, but had little effect on the temperature and no indication of what the knobs controlled. I took pictures of the room and only wish I could post those too. The rooms are noicy. I could heard noices loud and clear from adjacent rooms and from the street. On the positive side - The staff was friendly and the bed was clean. May 16, 2013
Rated 2 out of 5 by vgerasimov Average hotel with terrible management Room: High Ocean View, 12/28/12 - 1/7/2013 I always book my trips in advance. That trip I book in August, so it was about 4 months in advance. Just after I did it I sent a request to the hotel to make sure that I'll get a room with two queen beds (I was traveling with my friend). I received confirmation next day. Hotel representative said that my request was noted. In case of Sheraton PK noted means nothing. At the time I arrived I got a king size room. Lady at the reception tried to tell me that they didn't get my request. I showed her original thread and she immediately found it but she said that such requests could be completed only upon availability. I don't believe that in August there wasn't any 2 queen bed rooms available. They just lost my request and tried to make me feel that there's no their fault. Well, mistakes happen. I've been in such situations before and in such cases hotels usually offer some benefits like free breakfast, refund or upgrade to a better room. So not at Sheraton PK. They gave us additional roll-away bed, that's it. Next day I sent a complain using their web-site. I've never heard back even I got a confirmation that they received my feedback. That's weird. Room was really average and could have some renovation. It's called Ocean View but in other hotels it will be called Partial View because you can't really see ocean from balcony, it's on your right side. In front of you you can see only other hotels. Hotel charges daily fee for internet, parking and water. But there's no wifi available at the room. Room service was pretty good. I will not stay at that hotel again. With such terrible management and ignorance I can find a lot of better deals at Waikiki. January 8, 2013
Rated 2 out of 5 by sam63 You get what you pay for.... I'm glad that I used points as partial payment for our stay. I would have been very angry if I paid full price for our room. The building is old; the staff is somewhat helpful (bellmen were wonderful, but the rest of the staff could use some refresher courses on hospitality). We arrived in the evening on Christmas Day, and were unaware of the requirement to make a reservation for their special dinner buffet - which had AMPLE seating and way more food than could ever have been consumed - and yet, they turned away everyone without reservations. The hotel was very crowded as you might expect around the holidays, but the hotel is not well designed, and the lobby becomes way too congested - it's hard to find a place to stand when you check in without getting jostled by people walking by. To make matters worse, they have this elaborate gingerbread creation set up, which not only takes up a lot of space, but also adds to the congestion with the hordes of people standing around to look at it. Elevators were also very slow and VERY congested. We waited as 3 overcrowded elevators passed before we could get down to the lobby from our room. We finally squeezed into the 4th, unsure if there would be another chance to get downstairs in a reasonable time frame. The check-in process seemed to take much longer than needed - and they have add-on fees for items that you may or may not use during your stay ($18.00 per day for pool towels and some other ancillary items that most other places provide no charge). There was no other breakfast restaurant or cafe options other than going to their $24/ person breakfast buffet (not even a place to just buy a cup of coffee on premises). The pool was UNBELIEVABLY cold. And there was no Jacuzzi/ Whirlpool. Everything about this hotel seemed inauthentic to its surroundings - from the photos on the walls of their namesake, to the supposed "lanais" that they provided in each room (in every other city, those are BALCONIES). It was like a Vegas version of what a nice Hawaiian hotel should be (I'm not talking the Wynn - more like the Riviera.) Also to this point, we were serenaded from the live performance that sounded like "hooked on classics" renditions of Hawaiianized Christmas carols as we walked through the lobby past the hawkers who were selling Chinese made "Hawaiian souvenirs". December 31, 2012
Rated 2 out of 5 by Ashley29 Not the best experience I was very disappointed with the lack of customer service that was showed at your hotel. I was traveling with my 5 month old on a quick getaway to Hawaii. I love they Sheraton line so I figured I couldn't go wrong. Many of my friends who traveled with us stayed in the hotel as well. When we first arrived at the hotel we checked in at the front and was told our room was one of the best rooms available. I was also excited since this was going to be one of the first times I have seen my husband due to deployment. As I headed to my room I was very excited. When I opened the door I immediately became less excited. It was just a basic room that had a king size bed and a tv. I also noticed that the carpet was torn and the bathroom was not exactly clean. At this point it was almost 11pm and I had been flying all day. The next day I told the front desk and they said they would have housekeeping clean it very well. When I came back that night the room was clean and so was the bathroom. Later that night I noticed small ants running alongside the bottom of the floors in the bathroom. I told the front desk and they said they can have housekeeping come up and spray for that. Housekeeping came but said the fumes from the spray would be bad for my daughter to breath in. At this point they said there was nothing else they could do. I said thank you and told them I would be contacting the front desk the next day. The next day which happened to be our last day I went to the front desk to let them know I was not happy with the ant situation in my room as well as the noise level of my neighbors at 3, 4, 5 o'clock in the morning. They said other than housekeeping there was nothing they could do. I asked if they could possibly move us and he said no without even looking on his computer for availability. I told him I was very disappointed with everything and he said I'm sorry and walked away. The rest of the night I spent at my friends room so we could use her bathroom. The ants in my room not only started out on the floor but then were migrating their way to the counter and sink where I kept my daughters clean bottles. The next morning at check out I received my bill. It was not correct. I was quoted one price and charged another. When I went downstairs to ask about it the woman who attempted to help me said that it was because of parking each day. I told her when I booked it I got the resort fee included in my total so I would not have to worry about that. She apologized and said she could change it but I had missed out on all the other benefits that the resort fee had come with it. At this point I was so irritated I told her not to bother and I would never be staying here again. I'm so upset with the lack of customer service and help. This was supposed to be a happy and exciting vacation but I was highly saddened and disappointed. . March 9, 2013