Rated 3 out of 5 by Lorenzo291567 Not enough seats on beach
Beach not fun because no. Seating.
2. August 2012
Rated 3 out of 5 by Asty Old part of hotel - BE CAREFUL!
I stayed in the non tower or the older part of the hotel and the airconditioning in the room was so loud you had to sleep with it off as if on would keep you awake. But sleeping with it off meant you got really hot! I did complain but the hotel did nothing about it nor did they get back to me at all. There is also only one lift for the old part so you can wait a long time to get to your room which is a real pain.
1. August 2012
Rated 3 out of 5 by guybeck great location with mediocre service
Checked in during week of July 4th. Hotel itself was nice enough with great access to the beach. I had a city view room which was clean but small. Balcony was very nice.
Hotel didn't recognize my platinum status and I found service to be mediocre to poor. I had an issue with my invoice and they made me wait 25 minutes before speaking with me - I don't understand why six people behind the counter can only service one or two people at a time.
Would not recommend if you're looking for top quality service. I found that because the hotel is so busy, staff take a very non-chalant attitude. Definitely not the type of service I expect from a Westin - given the premium location, I was expecting to be wowed in every way.
30. Juli 2012
Rated 3 out of 5 by KO39 Beautiful hotel, not worth the price
As a whole, the hotel is really a beautiful hotel and is in a great location. With that said, however, there were too many negatives for me to recommend.
#1: If you are used to mainland style air conditioning, this hotel is not for you. Our room was warm and despite turning the AC down basically as far as it would go, the room never really cooled. We notified the hotel about this twice. The first time we got no response - only indication that they had even visited the room was when we saw that the AC setting had been changed. The second time we asked if we could at least get a fan that would help move what cool air was coming in via the AC. We got the fan, but never a good explanation of the AC. The fan helped a little, but to be moderately uncomfortable sleeping for the price we paid per night was unacceptable.
#2: There really was little acknowledgment of being a platinum SPG member. I wasn't expecting to necessarily be wined and dined, but I was expecting something for my status. The only thing it really got us was free breakfast which consisted of the same fruit, bread, and yogurt platter every morning since apparently we couldn't be trusted to only take the cold portion of the breakfast buffet. Platinum status got us a whopping 1 hour extension of our check out time.
#3: Umbrella rental for beach was outrageous. Despite the advertisement of umbrella rental as being a "nominal fee", I don't consider $50 to be a nominal fee. Per #2, maybe a discount for platinum members?
#4: If you are travelling with young children, this hotel is likely not for you. We traveled with a 6 month old who is too small for water wings or a life jacket, yet when we tried to take him into an empty pool at 8am in the morning with a tiny ring float, we were told we couldn't use the float. Now, to be fair, the rules of the pool did state no floats, which I'm sure is to avoid clutter in what is a pretty small pool, but the child's float was tiny, and the pool was empty. Perhaps just tell us that it's ok until others come into the pool? Maybe show a little flexibility?
5. Juli 2012
Rated 3 out of 5 by Psolo2000 Nice Common Areas - Rooms Need Work
It is a old hotel which has advantages and disadvatnages. The location on the strip was very good. The common areas (lobby/deck areas) were elegant. But the room we had in the Diamond Wing left much to be desired. Instead of hashing through all the details I will just state the bathroom was less than 2 star. Clean was the only thing going for it.
2. Juli 2012
Rated 3 out of 5 by Lipoking Not what it used to be
Stayed in the old part of the hotel--the remodel looks nice, but my room was tiny and the walls were paper thin. I have over 500 nights at Starwood properties, and this was the first time I had not been offered an upgrade, even though I asked repeatedly.
The hotel made up for it by charging me an additional $100+ per night in taxes and fees. I had stayed in the tower of the Surfrider many times in the past, and the rooms were a good value, but this time I was fleeced!
If you decide to stay here, make sure you are in the tower.
We did get some excellent help from one of the valet staff, Casey, who really went out of his way to help us.
5. Juni 2012
Rated 3 out of 5 by Jessie11384 Good but not quite what we expected...
Based on the website and what my husband and I have come to expect from a Starwood category 5 hotel, we were less than impressed. The room, while clean and well setup, did not insulate from any noise whatsoever. Between the people upstairs, in the hall, and cleaning crew in the courtyard/beach bar area, we had a lot noise that competed with our rest (went to bed at 10-11 PM usually). There was no point in having a SPG Gold/Platinum line at check in because no one was there to provide service. The food at the beach bar was unimpressive, which is usually not a problem, however when charging $14.00 for hummus and pita bread I expect it to be delicious.
All that being said, we had a great experience with the concierge and an especially great service from our server at breakfast. He was very attentive and clearly cared about ensuring we had a great experience.
30. Mai 2012
Rated 3 out of 5 by jlaurel We have always wanted to stay at the Moana
We were in Hawaii this month to attend the UH graduation and stayed at the Moana. I have to say we were very disappointed in the service we received-which really came as a surprise. Our room, although beautiful, was very noisy and incredibly small-no closet and the tiniest bathroom ever! Also, did not enjoy paying a "resort fee" for ammenities we did not use. We did have our "portrait" taken, but the photographer was not friendly at all! Had to reserve our seats by the pool at 6:30am or there were no seats available-we thought staff would be more friendly...no aloha spirit :(
25. Mai 2012
Rated 3 out of 5 by Lucy54 Stayed for corp event
Was thrilled to see overall property upon arrving. This hotel is so spot on for enjoyment when it comes to their restaurant, rocking chairs to people watch/relax, piano bar/bar furniture but it just doesn't carry through outside on the patio area. The menus are so old/dirty I didn't even want to touch them...and I left due to the lack of service. BUT on the other hand I spent an evening out there just having a cocktail and the singer was excellent. Robes are delicious in room but the hotel towels (and beach towels) need to be updated. If they fixed these items, the hotel would be so much nicer.
12. Mai 2012
Rated 3 out of 5 by cmichael18 Great History and Location but Poor Quality Rooms
I was very excited to stay at the Surfrider, based on the reviews I had read and the hotel's rich history. At check-in, however, I was quickly disappointed. Platinum recognition is poor, as no room upgrades were available and the resort fee is not discounted to reflect free internet, as other properties often do. We received a room on the 4th floor of the Tower Wing overlooking the roof. The room was worn, with stained carpet, a yellowing tub, and several stained towels. Additionally, the room was extremely dark and dreary feeling. The connecting door to the next room did not seal well, so we heard every word our neighbors said. I frequently stay at Westin hotels for work, and this room was not up to Westin standards. We were about to check out early the second day and switch properties, but the hotel was able to move us to an Ocean View in the Historic Banyan Wing. This room was much brighter and cleaner, albeit slightly smaller. It had an old musty smell, which I suppose is excusable/expectable given the property's age. The exterior doors do not seal well, so the room was very loud, which made it difficult to sleep. Although an improvement over the Tower Wing room, we were still very glad to check out the next day.
Minor disappointments at this hotel were the excessive fees, including the resort charge, beach chairs, and valet parking (unless you want to self-park several blocks away). The front desk was often unreachable by phone (the operator said they were busy). The latest checkout we could get was 1:30, although we requested 3:00. Much of this is common for Waikiki properties, but I suppose I had higher expectations for a Westin resort.
On a more positive note, the hotel has a great location, and the common areas are very nice. The staff was friendly and accommodating. I would definately recommend stopping by to experience the hotel history and to see their amazing Banyan tree, but I would not recommend staying at this hotel due to the poor quality rooms.
21. April 2012
Rated 3 out of 5 by ronton Platinum status just doesnt matter here anymore.
Obviously this hotel doesnt value the starwood preferred status. As a platinum member you just come to expect some things from starwood properties. Check in was great (except somehow we got skipped for the lais that the other guests seemed to get) we did get upgraded to a nice room which was awesome, as I park a car, I am ok with the resort fee. In the past at the resort when I have stayed we have had a welcome fruit basket, which I always thought was a nice touch of recognition, but as a business owner I understand cut backs and a changing economy. My bad experiences started with the free continental breakfasts that Platinum guests can now choose as there welcome ammenity. I honestly think the hotel resents giving this out. Our experiences over the first 3 days at breakfast just got progressively worse until I talked to the restaurant manager, then the guest services manager, and no one seemed to have any empathy or see anything wrong with the situation. Again as a business owner, I look at problems as an opportunity to fix the situation which is much better than letting the unhappy guest go away and stew. I found their response to be almost more disconcerning than the original problem (which in fairness they did comp the 2 days breakfasts that we were wrongly charged for) The issue wasnt about the price though for the breakfasts it was about how the restaurant made us feel through using the "coupons" and in each and every case it was far from being a valued platinum member. At a sister starwood property almost next door, the platinum guests get a platinum wrist band for special recognition and preferred seating at the restaurants, not treated like 2nd class citizens.
31. März 2012
Rated 3 out of 5 by epieps overrated
This hotel was billed as a 5 star resort. The lobby furniture was shabby, the room just ok. paid extra for an amenities package which didn't exist. the pool area is certainly not 5 star rated. did not experience any of the warmth and recognition noted in other reviews. bar food was average with an indifferent wait staff. the hotel is old but remodeled. regardless, the rating must have been based on the original Moana.
4. Januar 2012
Rated 2 out of 5 by Traveler1023 Adequate Accommodations, Inadequate Service
This luxury property, being one of the oldest on Oahu, seems like it would be a perfect destination for a romantic getaway. However, it left much to be desired and we will not be returning.
-Bathroom: The shower did not drain and there was black mold in the corners of the bathtub.
-Front desk staff: We requested late checkout and no one called back to confirm or deny the request. In fact, when we checked again on the day of checkout, no one had even documented the request.
-Concierge service staff: When we asked the concierge for assistance with booking activities and sight-seeing, she simply handed us some paper maps and a "101 Things" guidebook before sending on our way. We could have received the same level of service from a brochures rack.
-Enhancement Potential: The hotel was overbooked, without any possibility of room enhancements.
2. März 2014
Rated 2 out of 5 by GWS1 Not a 5 star experience
Too many little things made the 9 night stay a disappointment. Lei greeting upon arrival only if you ask, however, upon asking the front desk staff they were not too friendly. continuously no face cloths in the room. bathrobe, only one, was not changed once. I let my wife use the single bathrobe. Air conditioning can only be set to high, which is too noisy to sleep with. Our tub drain was plugged upon arrival, fixed the next morning. How could housekeeping not know it was plugged?? The shower head didn't get fixed upon my request.
I received a length lecture on the 1 hour time limit around the pool, however, staff did not enforce their rules. Don't lecture me and then don't enforce. Really.
Beach club staff was excellent, but found its existence by accident.
The public uses the beach and hotel facilities. There are no chairs to sit in the hotel with as they are used by non guests. The hotel does not cater to its our guests, but to the public. Don't expect any more than a non guest would receive.
Our flight was a late departure so we used the hospitality suite. Front desk staff was adamant that we had the room for 45 minutes. Room was not cleaned. Used towels on the floor, hair in the toilet. No soap and no towels. After a call, we received towels and soap (we were told housekeeping was on their break) and quickly had to change and finish up in the 45 minutes. My wife returned the hospitality room key and was told by front desk staff that the room only gets cleaned a couple of times a day and dismissed her concerns.
After numerous times staying at this hotel, we spent time looking at other places to stay next time to Hawaii.
24. Februar 2014
Rated 2 out of 5 by goldienboy not again
Diid not reconize by spg gold level on check-in.Front desk insisted i was just spg and have no points when i am gold and have 27000+ points. got. Quite
staunch in her belief that i was not gold and was trying to get something for free. Paid for an ocean view room got a view of the big banyan tree. No ocean in sight. Asked the front desk but too bsd so sad that was the room assigned to us, No robes or slippers in room. Were going to stay 10 nights but thought we would try one after a horrible experience with one earlier this year. Smart decision. Its a relationship that seems to work in Canada and Asia but not in your country.
14. Dezember 2013
Rated 2 out of 5 by KpjG needs work
Stayed on 2nd floor one door off street. Very loud from street noise. Windows need to be changed out for better sound proofing. Maid service needs to be organized. Missing room amenities every day. ex, no wash cloths, no laundry bags, no waters, short on towels. Dining room food was very good for dinner, breakfast over priced.
12. November 2013
Rated 2 out of 5 by OldGoatGary Weak On SPG Platinum Member Recognition
Great hotel and friendly staff BUT - Even though suites are available to rent upon check in and even with a one night reservation and a second 2 night back to back reservation upgrades were not available. And this is not the first time this has happened for me at this hotel. Can't even use Suite Night Upgrades. ANNOYING and the reason this is low on the list of hotels I will come back to. Sheraton Waikiki down the street while much busier all most always offer upgrades.
1. November 2013
Rated 2 out of 5 by WCMC unacceptable experience
As a long time SPG member we always expect to be dealt with in a straightforward and polite manner. Upon check in we were given an upgrade to a partial ocean view. The front desk person made it sound like an awesome deal and that he was doing us a big favor. Upon arriving at the room we soon realized that you have to go outside on the balcony and peer over to see anything. We were also given a room right next to the elevators. The room's AC also failed. We finally had to talk the front desk into allowing us to switch rooms at 11 pm. They were reluctant to do so. I finally spoke with the front desk manager the next morning and she admitted that check in personnel will often 'mis-speak' upon check in to make things sound better than they really are knowing they won't have to deal with the customer once they walk away. This is wholly unacceptable and not what customer service and especially Starwood should stand for. In the end we were comped the $31 resort fee- big deal.... Btw, I understand that this resort is on Waikaki Beach, but $34 for a cheap breakfast buffet and $12 for a Mai Tai- it's legal robbery. the property is beautiful, but the staff was misleading and reluctant to help until pushed.
16. Oktober 2013
Rated 2 out of 5 by GP431 Overpriced
This is a beautiful hotel full of history and even though it is right on the beach, it is run quite average. We walked from our bus up the front steps and through the entrance without any luggage assistance, not once were we approached. We did not expect that from this quality hotel and basically that's how the service stayed. It was nice to stay in a Banyan room in the older area of the hotel but you should charge a more reasonable price as they are very small and VERY noisy. The food at the cafe was lovely, but we didn't need to stay overnight to enjoy the food and drink.
30. September 2013
Rated 2 out of 5 by Anne466 Wonderful history - sub standard service
1 - No assistance whatsoever offered with bags both on arrival or departure from bellboys - quite unbelievable.
Check-in extremely slow, and clearly insufficient staff to handle the volume of guest arriving.
2 - No shower cap in bathroom
3 - Every plate in dining room for breakfast was filthy..... dishwasher either needs replacing or staff need to take some care.
4 - Food at dinner was delicious.
20. September 2013
Rated 2 out of 5 by Odette88 This hotel has a great location in Waikiki.
We stayed at this hotel with my family, consist of two adults & 2 boys for four nights. Location is great, beachfront & in the center of everything in Waikiki. Swimming pool is small. Our room is OK, beds are nice. We were disappointed that on our 2nd day they didn't clean our room when we returned from a day trip @6pm. We called & went down at the front desk, somebody came, and just brought us few towels & made up the bed. The room is not really was cleaned at all. The lady said at the reception desk somebody will follow up with me but nobody did! I thought this place would provide a better quality and or customer service because its a beautiful facility and the rates per night are quite expensive, sadly my expectations were not met.
22. August 2013
Rated 2 out of 5 by Ma29 Overall not a good experience.
The room was so small you only had enough room to get around the bed. This is not comfortable for me and I will not plan to stay at this hotel again. The housekeeping service was inconsistant and needed to call for the things that should have been replenished daily. Valet was slow, they quoted 10 minutes and it was 30 every time. The front desk was slow and unfriendly. The two things we liked were the historical features and the central location but not worth it for comfort.
16. August 2013
Rated 2 out of 5 by Beached2013 Disappointing
Very disappointing. Bed arrangements booked through travel agency apparently not "confirmed" by the hotel. My friend and I were given a room with one bed instead of the two doubles we had requested months earlier. One of us slept on what the hotel called a "day bed" which was really a window sill with a cushion. Tower city-view rooms are in dire need of updating and cleaning. They are well-worn and certainly not "luxury" rooms. Front desk staff is slow and inconsistent. Another friend was told she could have late check-out confirmed; others were told that none was available. Wait time at the front desk can exceed 20 mins. Lobby is noisy and cramped.
13. August 2013
Rated 2 out of 5 by MisMis The Moana
Im going to make this brief. I am a Kamaaina and wanted a stay cation with my daughter. I thought the Moana would be perfect. I was wrong. I checked my luggage in early and told them that the ice in the cooler will melt and leak so be careful. When my luggage showed up at my room, my suitcase was wet because they hung the cooler above my suitcase and so were my clothes. The porter didn't apologize and called someone then told me she was on the phone. I did not get a call back from anyone.
I blew that off then something else happened. I was out and my parents were watching my daughter. The hotel key card I gave them didn't work. My parents gave front desk my last name and room number because they had to put my 5 year old daughter down for bed. They needed an id. Long story short, I had to leave where I was to show my id and get a new key. They said it was for security reasons but anyone can go up in the elevators and roam the hallways. The staff wouldn't think outside the box to let a 5 year old go to bed. Instead she was sleeping in the lobby because she couldn't go up to her own room to sleep until I got there. There is no ALOHA at the Moana. The staff there are like robots. They don't smile at you or say Aloha, they just do their "job" minus the feeling behind it. The Moana is the oldest hotel and it should be top notch but I was not impressed with the staff. The hotel is beautiful! Last time I stayed here was 20 years ago and after my recent experience I do not want to stay here again.
2. August 2013
Rated 2 out of 5 by Fairyqueent Terrible for honeymoon
We have stayed at this hotel several times, as we frequently visit Oahu. Each visit has been just ok, but we decided to give it another shot. For this trip, we got married in Oahu and checked into the Moana to start our honeymoon. What a mistake. Of course there was no upgrade given how busy the hotel always is, which is fine. However, room 1 we were given had a bunch of ants in the bathroom. They tried to spray and clean it up, but the ant problem persisted. After talking to the front desk the next day, we wasted almost the whole day waiting for another room to be ready for us. Room 2 - same problem, a bunch of ants in the bathroom. By now we gave up since we were only staying 2 nights.
I think this hotel has gotten so busy and popular that they don't really care about customer service anymore. Especially for a very loyal SPGer, I had expected a bit more. We will not be returning to this hotel.
2. Juni 2013
Rated 2 out of 5 by Traveller Hotel Problems
Poor/weak Wifi. Front desk connected me with India to enter a work ticket....really? he wanted to know the hotel address.
Platinum check in understaffed, no system of other check in people taking the Platinum people
No receipt under the door as requested
No emailed receipt as promised
No Newspaper on the floor or at my door
Front desk had one person at 6 AM departure time to help everyone-no Platinum coverage.
17. Mai 2013
Rated 2 out of 5 by MoanaRuinedOurHoliday The Pool was Closed to Guests
The location on Waikiki is great if you want to wade through throngs of tourists... not very nice if you want a peaceful and relaxing time. There are 20-30 weddings a day according to the staff so they are more profit oriented than the legendary hotel of old, they seem to have strayed from their core mission. During our stay, they closed the pool area from noon to 3pm for a "photoshoot" and did not offer us anything in return for the inconvenience. Do you know what?!?!? The photoshoot never happened!! Amazing lack of service and self awareness on the part of the hotel. On top of this, I asked the concierge to have the manager call me (the manager was busy at the time) and guess what again!?!?! They NEVER called me back. Poor hotel experience. There are better hotels for the price point in Honolulu or, even better, don't stay in Oahu for holiday, go to another island for a true Hawaiian experience.
13. Mai 2013
Rated 2 out of 5 by D85000 Poor Customer Service
I felt the hotel staff, although nice, did not provide the level of customer service that is expected from a Westin Hotel & Resort. Simple requests were often met with excuses and directions to address with other staff members, the Food & Beverage service was slow often taking 20 to 30 minutes to see a server in the restaurant/bar let alone receive an order and maintenance was called to my room on two separate occasions for necessary repairs.
13. Mai 2013
Rated 2 out of 5 by Dougan The hotel is tired
The facilities at the hotel are poor and the service is weak. The pool is miniscule and it is impossible to get a seat. unbelievably they ran out of beach towels.
29. März 2013
Rated 2 out of 5 by London SPG Recognition MIA
Although the bell and housekeeping staff were fabulous, the service from the front desk was awful. Upon check-in there was a long line in the regular area and we were third in the Gold & Platinum line up. Which was totally and completely unstaffed. There was zero acknowledgment of our presence by the two other people working the desk. One individual called on his cell phone and I went to the concierge desk twice and asked to have someone sent to staff the counter. They told me that they had paged the manager but nobody came. Upon getting to my room I wanted to switch rooms as the ocean view was looking onto the hotel roof. I called Service Express and they told me that due to the number of people checking in that they could not transfer me but that someone would call me. I waited and waited. My kids wanted to go down to the beach so I called again and was told someone would call me soon. I waited and waited. I called again and they said that they had sent the message but had no idea when my call would be returned as the front desk was busy. I decided to go back down and do it person. When I arrived there were five people working the front desk, two people being serviced and nobody in line. Yet nobody had called me. They gave me another room for consideration and went up with me to show it to me. I said that was fine and we would move our stuff down and come pick up additional keys downstairs. After lugging all the bags down to the new room I discovered the key didn't work. So I had to take it all back up again. When I went back to the front desk the clerk said "oh yes that was a one time use key". Yet they didn't tell me that when I said I was about to move my luggage down.
The rooms were great and I found the staff outside the front desk was fabulous and super friendly but the horrific service at the front desk especially for platinum guests was awful.
27. März 2013