Rated 2 out of 5 by Jim111 Nice lobby, location and grounds; small rooms
The hotel is beautiful with nice grounds and a great location, but my room was tiny and the hotel is very noisy. The bed did not seem to be a typical Westin bed. Very uncomfortable and loud room.
1. Dezember 2012
Rated 2 out of 5 by Kathleen65 Unfortunately, a huge disappointment.
From the initial front desk "I can't be bothered" reception, to my room being unavailable until an hour and a half after check -in time--and then I had to remind the desk I was still waiting; to the small, worn room that was absolutely NOT worth the price, to the banging/working going on that I was not told of in advance of my stay and that no one at the front desk knew anything about; to the waitress who ignored my presence and never waited on me, to the large number of guests and events constantly going on; to food I had ordered from room service and put in my room frig, only to have it cleaned out by late afternoon..... my stay, to say the least, was a huge disappointment. I definitely did not feel the Aloha spirit from most of the hotel employees, which was probably because of the large number of guests, as well as event participants, that needed attention. As a SPG member, I certainly was not well taken care of.
24. November 2012
Rated 2 out of 5 by treeman Nice on outside, dumpy on inside
I had seen the lobby and beach view of the Moana Surfrider on other visits to Honalulu, and thought it was lovely. When we got our room (after waiting in line 20 minutes) it was horrible!! The decor was old and beat up, the bathroom was miniscule and very old fashioned, and the balcony did not have any chairs to sit on.
We asked (and paid for) and ocean view, but the courtyard below had an event taking place with lights and noise--so you could not look out on the ocean.
We cut our stay there short.
20. November 2012
Rated 2 out of 5 by MichaelH Over Promise, Under Deliver
I flew to Honolulu specifically to stay at The Surfrider. My partner had seen the property and wanted to spend time in the rocking chairs on the charming lanai. I booked a Waikiki view room (why go to Hawaii and not look at the ocean?). I was given a lovely room that overlooked the street - no ocean in sight (and by the way, don't expect it to be quiet when you are facing the street!). When I asked about the mix up I was told that my reservation was for a "Waikiki City" view. No where on the reservation (or website!) did it state it was a city view. In my mind Waikiki is a beach! I asked the concierge where "Waikiki City" was located and told that there is not a "Waikiki City". I spoke with a manager that promised to get back to me within 24 hours. It is two months later and I am still waiting.
13. November 2012
Rated 2 out of 5 by Melabj Nice position hotel tired
Fabulous location, grand old dame of Waikiki but very tired in some respects. We were well looked after however had to request a room change because the old aircons are soooo noisy, impossible to sleep with and the bathrooms are really really dilapidated to the point that they look dirty. Shower controls are hit and miss and falling out of the walls. Not cheap and really not great accommodation. General public areas okay and service good.
29. Oktober 2012
Rated 2 out of 5 by maclanehut Very Disappointing!
The Moana Surfrider used to be one of my favorite hotels. What appears to have happened is that management has lost their focus on customer service and creating an experience vs. now as the focus is on catering to Asian weddings, larger tours and creating a general atmosphere of chaos. I will be looking to any other property that has continued to focus on high customer service standards and creating the experience that I am paying for. I am so sad to write this review, but feel like the management team needs a wake up call to customer service.
13. Oktober 2012
Rated 2 out of 5 by Austonian Caution: Limited SPG Participation
In my opinion, this is one of the most beautiful hotels on Waikiki beach. The location is perfect, the grounds (pool, courtyard, etc.) are immaculate and the restaurant is top notch.
However, don’t be fooled by the hotel’s historic façade and glossy online pictures.
I’ve stayed here three (3) times, and each time I’ve returned, I’ve been hopeful that my previous poor experience at this property was simply an anomaly. However, this is not the case. I will no longer recommend or book this property for the following reasons:
1) It has been my consistent experience that this Starwood property doesn’t honor the Starwood loyalty program benefits. Period.
2) No upgrades—even during low season. Even if rooms are available.
3) I’ve been given the oldest, worn-out rooms at the property (the annex (aka “Diamond Wing”) with damp carpet and a ground-level city view. If you fly from overseas and arrive to one of these annex rooms, you’ll be disappointed.
4) There are NO late checkouts at this property--even for SPG Platinum. The front desk personnel’s canned response is always “NO”. If you ask why, they will say they are “Fully committed”. However, this is simply not correct information. Just because they say it with a smile doesn’t make it accurate. If you really press it, a manager will appear from the back office and s/he will make an exception 'just for you'. What happened to being "Fully committed?" Inconsistent.
In summary, this property is a NO. Rooms are antiquated and nothing special. Staff is certainly friendly, but they’re not empowered to do ANYTHING for you whatsoever. Shame on management for not positioning your frontline for success.
Two aspects of this hotel I enjoy:
1) Location: You’re directly on the sand of Waikiki and you’re in the heart of the shopping district.
2) Breakfast: Breakfast in the Banyan Court restaurant is amazing. Great views, and top notch buffet.
Two areas for improvement:
1) SPG Loyalty Program: My recommendation for this property is to post “Limited SPG Participation” on the SPG website. Your property simply does NOT honor SPG loyalty program benefits. Period.
2) Rooms: First, you need to demolish the “Diamond Wing”. It’s not consistent with the rest of your property and frankly, it’s not suitable for overnight guests. It’s from the 1970s and rooms haven’t been refreshed since. Not good.
For SPG elite members…
Do not stay at this property if you are accustomed to using/receiving your SPG benefits. This property simply doesn’t participate.
10. Oktober 2012
Rated 2 out of 5 by TinaK Extremely busy
I was quite disappointed with this hotel. The room desperately needed updating. The room and bathroom s were very small.
Given the location, it was noisy day and night. I should have known better than to stay in the heart of Waikiki.
9. Oktober 2012
Rated 2 out of 5 by SleepyKane Only book if you are a *heavy* sleeper
My wife and I booked a cash and points stay at the Moana Surfrider for the great central Waikiki location. We were not disappointed with it's proximity to shopping, beaches, and dining. Plenty to do and see around the area. The beach bar is a nice place to catch the sunset.
Our problem was with our room. There wasn't much space, but we were expecting that. What we weren't expecting was the noise. Our room, like about half of the rooms in the hotel was facing the main street at an intersection. The old, single pane windows kept none of the traffic or loading dock noise out. On top of that, there was noise in the hallway between 4am and 5am every morning, presumably the staff going in and out of the freight elevator across the hall. Our sleep was interrupted nightly. Rest was the one thing we were counting on the Moana Surfrider delivering, and we didn't get it.
Maybe we had the worst room in the hotel, but I wouldn't pay anything close to full price (or waste your points) unless you get a ocean facing room.
24. September 2012
Rated 2 out of 5 by apgriz Horrid Experience, but hopefully a rare one
Our stay at the Surfrider was grossly disappointing (and I hope rare) and my worst ever at a Starwood property. 1) The concierge and activities desk repeatedly gave us incorrect/outdated information and the companies they "endorse" for activities were disappointing, over priced to market and certainly not checked-up on (e.g. pearl harbor and haunama bay). 2) It's logical but BEWARE, due to the age of the building any "city view" window pours in noise from the busy street below. Facilities hasn't even bothered with installing insulation on windows. 3) We booked a city view king and received a queen - we had a party of two rooms and it was unmistakable that while two king's were booked - they weren't equal 4) Floor plan was poorly layed out: TV couldn't be viewed from bed and bathroom door couldn't be opened without awkward manuevering. Finally as SPG Gold I found loyalty treatment horrid. We were effectively given no property benefits outside what's already granted under the mandatory $25 resort fee. I asked for, then even offered to pay for upgrades and was told no rooms were available. This clearly not so as I verified the ability to book three other rooms options by looking online. Lastly, their rented beach chairs were a joke. No matter when you show up, full rental price is required and sunset wasn't until 6:50 but we had to give up our chairs at 5:30 because the beach office closed then. Sorry Starwood, but I'll be recommending anything but the Surfrider for a Waikiki stay.
18. September 2012
Rated 2 out of 5 by ElizabethTravelPro Make sure you get the new wing
Rooms in the historic wing are mostly too small (claustrophobic barely space around a queen sized bed) or too dark (think prison cell or dungen with v. tiny windows; very depressing). Most bathrooms are so tiny they can compete for smallness against a NYC studio's bathroom. In fact, my old studio in NYC had bigger bathroom than the ones I saw in the historic wing.
I would be v. careful what room you get if you're put in the historic wing because you could end up wishing you were home instead of on vacation.
Staff was great but facilities of historic wing need major overhaul or they should be v. clear about what you'll get.
6. September 2012
Rated 2 out of 5 by rik333 Poor review
I was very dissatisfied with the service at the front desk. I waited almost 45 minutes to check in. I requested two beds but instead got a single king. When I called to change it took over an hour for someone to get back with me. The room was very small not at all what I expected. The wait for valet was very long. I do not think I will recommend or return to this hotel.
4. September 2012
Rated 2 out of 5 by BartB Diamond wing is disappointing
Ocean front room in diamond wing was cramped and dingy. Lamp shade was crushed, wall had marks on them, chair was dirty and there was a black stain on the bedding. Patio was so small you could not even place a chair on it and sit outside to see the ocean. The hall in this wing smelled of smoke on top of the other problems. I mentioned this at the front desk and was told the smoker would get a $125 fine fine! We complained about all of the above and were moved to the tower wing and the room was nice in every way. Bottom line is that the diamond wing should be closed and re-modeled. Be aware that you will also be charged an additional $25 per day for a resort fee. If you choose to stay here the Diamond wing is an extremely poor value for the money.
30. August 2012
Rated 2 out of 5 by Joseph22 Good location
We had 2 rooms located in the old building with the beds against the windows along the main street.we could hear all the noise from the street all night.the windows were thin and not at all private.terrible nights of sleep unless you go to bed at 2am.
The size of pool in this hotel is smaller than the one I have at home.hundreds of rooms with this pool and few chairs around it,what gives.
27. August 2012
Rated 2 out of 5 by Susie48 Shamefully Dirty
Very disappointing stay! The room had ants in my bed, bathroom had mould in grout and in sink, fece were on lanai and on the outdoor table & chairs. Housekeeping did not present the room with the standards expected. Did voice my concern to front desk and they happily assisted, they sent housekeeping up to fix it, but it has not been done! I am not a person that normally complains, but this was unacceptable. Words cannot describe my anger and disappointment at the cost of the room and what I have been given and presented with.
20. August 2012
Rated 2 out of 5 by VeryDisapointedGuest2012 Very disapointed
We were assigned a room and bathroom that was so small, we can hitting ourselves with the furniture, inside the bathroom with the fixtures and had basically no closet space. We had to leave our clothes inside our luggage. Our room was not fully cleaned, the refrigerator still had food (smelled bad) from the previous guests, the bathroom was full of ants and the room in general smelled damp. We were told upon check in that they could not upgrade us or change us to any other room, however, in the morning we noticed that there was still a few available rooms. We believe and felt that we were treated like second class guests because we used points for our stay and do not appreciate it. For a resort that size of Moana, with several buildings the pool is too small, not enough chairs are available and it is the only hotel on waikiki without lounge chairs on the beach. We had to make a line (long line) to get towels, chairs or reserved mini chairs on the sand by 7:00 am. After 9:00 am no one could find a place to seat around the pool. This property felt and looked more like a two star rated hotel than a Westin luxuty resort. The fitness room is too smal for the size of the resort, by 6:30 am there were no treadmills available out of 4 working only (two additional ones were broken). We were not recognized or treated as Starwood members. Very DIsapointed!
13. August 2012
Rated 2 out of 5 by JBruck May be a Westin but sdtill feels like the old Sheraton
I am a frequent Westin guest, all over thge world, and unfortunately the standards at the Moana are just not up to par. Maybe it is because the Dheraton shadow still looms. Rooms are bleak, bathrooms old fashioned and badly maintained, service overall lacking. Maybe it was the crowds and time of year, but the hotel seemed more like a bus station than a comfort hotel. I was not given a single consideration for my Starwood memebership as I am anywhere else I stay, e.g. Sydney. Maybe it's just the nature of your location and time of year, but the experience was deeply unsatisfying....
9. August 2012
Rated 2 out of 5 by AieaTexas Disappointed - Third time is not a "charm"
I grew up on Oahu and every time I return "Home", I have high expectations of this hotel. This is my third stay at the hotel and is the worst one so far. First, when I checked in I wasn't told that it was a handicapped accessible room. Second the bathroom showed a large patch of rust. Third, the shower design resulted in water flowing throughout the bathroom. Every morning I had to order an extra 5 bath mats to soak up the water. I contacted SPG and send pictures of the rust. The hotel offered to move me, but how do you move a family of four (including girls - 7 & 10) without disrupting our schedule. I would have thought I would have been treated better since I've stayed there two previous times. FYI, I don't usually complain or write these reviews, but I was so disappointed that I had to do it.
29. Juli 2012
Rated 2 out of 5 by Wal184 needs capital and better management
Interestingly none of the other reviews mentioned the 32" televisions. Really...32" televisions. I had reserved a city view King size bed but received a Double bed city view. I guess my status got me an automatic downgrade. There was no chair in the room to sit and read in. Just a dinning chair at the desk and a low armless upholstered deck chair. They were kind enough to bring an arm chair when I asked. My room had three small occular window and the only one you could get near was the one that looked over the roof. None of them opened. They had retrofitted the window frames with these cheap square plastic plantation shutter insets. The old hardware from the original stately custom shutters was still present. There was a one inch plus gap at the bottom of the hall door which was difficult to block with a towel as I had only been given one bath towel even though the room had 2 double beds. Fortunately there were three hand towels. The line to check out on a Sunday noon was too long to wait in to see my bill. There was only one poor fellow working as hard as he could and no one at the SPG sign. This is discraceful given that the hotels in Honolulu are having a record year in revenue. No reason to scrimp on staff or not spend money on the property.
11. Juli 2012
Rated 2 out of 5 by IconStyle Fool Me Once
We had high expectations for the Moana Surfrider being a "luxury" hotel, however, nothing could have been further from the truth when we arrived. The staff was incredibly rude from the moment we stepped inside the doors and didn't improve much by the time we checked out. Had problems with the room and complained to the manager on duty, who told us there was nothing he could do but welcomed us to find a room at another hotel. We later found out that the Moana was overbooked so this would have helped him tremendously. After checking around, we found there were no other rooms left in at similiar caliber hotels, so we simply stayed. A few days later the hotel manager did meet with me and provided a solution and an apology, but this hotel has a long way to go before it reaches the luxury status it claims. In summary the cons: very rude staff, small beach, tiny rooms, hit or miss service to rooms, few restaurant choices, rarely a person at the tours/activities desk, only two small shops in the hotel... The pros: well it looks impressive from the street, has a nice coffee shop and Matt the yoga instructor is amazing. I was told the hotel is undergoing changes to bring it up to the standard of a luxury hotel and I hope that continues to happen. The hotel director treated us very fairly and I can say nothing but good things about him, but the property itself and the staff employed are sorely lacking.
29. Juni 2012
Rated 2 out of 5 by Oakland33 Misleading website and poor service
This hotel has some great features. The problem is that there are very different wings, and the website does not disclose that the wings are *vastly* different. The best wing is newly renovated and has that old-school charm, while the Diamond Wing feels like a two star motel that was appended to the hotel. The rooms are badly in need of repair, and yet the hotel charges high rates because they offer ocean front views. When I checked in, the front desk refused to give me an ocean front room in any wing other than the dilapidated Diamond wing. I complained and (finally) reached a manager, but she was unconcerned and simply offered 5000 Starpoints. The hotel was overbooked, and there was a long line of unhappy customers. Although the front desk clerks said they would follow up by trying to find a room at a sister hotel, they failed to do so. I ended up checking out and booking a room at a nicer hotel. In short, I would not go back.
18. Juni 2012
Rated 2 out of 5 by EastCoasters123 Not up to Starwood or Westin Standards
Location is great but the service has a lot to be desired.
12. Juni 2012
Rated 2 out of 5 by burk Below Westin's usual experience
Unfriendly and slow staff. Very plain room. Disorgainized.
9. Juni 2012
Rated 2 out of 5 by Mikeee Construction noise
I have stayed several times at the moana surfrider, and normally can recommend it. Currently, they are rebuilding the hotel next to the partial ocean view rooms, and the noise is terrible. Air chisels, grinders all day long. I tried without success to move to a quieter room on 4 occasions and finally checked out before my vacation was over.
4. Juni 2012
Rated 2 out of 5 by dmh32678 Not an SPG hotel
I am writing this review as a current SPG platinum guest, and solely based upon my experiences of this this stay.
The hotel itself is great and the hotel in general has been very well at the upkeep.
As a platinum member I am disgusted at the level of recognition offered. The fast that the $25+ resort fee covered much of what I should be entitled to, and that a few of the amenities have not been offered to me, seems to be a rip off. I am essentially paying for self parking, which I do not have. They have not even placed the "two bottles of water" in my hotel room that I am supposed to receive at all.
The hotel and the rooms are clean, and my room appears to be clean. There was a used condom on the floor next to my bed when I checked in, this to me was so disgusting. This is something that should not be easily overlooked. Highly unacceptable.
The second night I placed the card on my bed to have my sheets replaced, seeing as there were stains and tears on the sheets fitting my bed. The replaced all my sheets except the fitted one. Also highly unacceptable.
Tonight, after having a cocktail party, I requested turndown service. I returned to my room at 9:15pm and nothing was done. Also highly unacceptable.
My room overlooks the pool area and has a band until 10:30pm. My first night I called and asked to be moved to a quieter room and I was told there was nothing available. I do not believe this for a second. I took a second Ambien and I eventually fell asleep. Granted I wanted to go to bed at 9pm because of jet lag.
Tonight I planned on a dinner at the hotels restaurant. When I enquired about reservations in the morning I was told it would be no problem, I could come at any time. When we showed up, we were told there was an hour wait for five people. Two people left so we could get a decent table. The manager of the restaurant got three of us in fast, but this put a big cramp in my evening. our sever was good, but clearly used to the push them through fast service of a big hotel. This is definitely not specialty dining.
The pool is over crowded and the only way to get a place to relax after 10am when all the chars are taken is to spend $50 for beach chairs.
If you are coming to this hotel for an SPG experience seem another hotel. If you are coming here and want something on the beach and nice rooms then this is a good place.
16. Mai 2012
Rated 1 out of 5 by upsetguest14 manager and room
All the noise from the street, including cars just passing. advised the hotel the problem and i ask to talk to manager and she called him and i waited there for moor than 10mts. after 10mt or more wait she said that he is busey with other guest so ask me to leave my cell number so he will call back. never recived call from manager name-STEVEN ZORITHAKR. next morning i told the same lady that he never called. this place is not worth it for all the noise. maybe when all construction is done. hotel staff did not seem to care at all.
16. Januar 2014
Rated 1 out of 5 by SKOTIE Not a good experience
OUR ROOM WAS SMALL. MOLD IN THE BATHROOM AND WATER
ON THE BATHROOM FLOOR CAUSING
A SLIPPERY MESS. I SLIPPED AND
FELL BUT WAS NOT INJURED. WE
EXPECTED ALOT MORE FOR THE
MONEY. I WILL NOT STAY AGAIN
AT THIS HOTEL.
6. Oktober 2013
Rated 1 out of 5 by Edge7258 Totally disappointed
Public areas beautiful ... Rooms old, small, worn, and misrepresented on website and VERY over priced compared to other Westin locations. Do not consider this location unless you enjoy overly crowded conditions I.e., Times Square -New Youk
4. September 2013
Rated 1 out of 5 by Leslie2013 Disappointed
My first trip to Hawaii and what a disappointment this hotel was. I paid for an ocean view room that was blocked by a tree, s beautiful historic tree...but a tree. I asked to be moved 3 times and no one followed up with me to the point I had to keep going to the front desk. At one point i was told i would be able to "see through the tree when the sun came up". Breakfast buffet was wonderful. The service in the casual restaurant was AWFUL. Long waits for greats and food and had to get up to get my own refills. We ate their twice, both times....BAD! Asked for a late checkout (again I had to follow up multiple times, no one called me back). which wasn't available due to capacity, it wasn't until we got our bags from the bellhop that he told us. The best part of my experience was my interaction with the bellman and valet people, I will go back to Hawaii but not to this hotel. I travel a lot ( i have diamond,and platinum status at two of your competitors and Starwood gold 6 years in a row) this is the first unsatisfactory review I have ever written.
13. August 2013
Rated 1 out of 5 by Moana2013 Moana
The service I come to expect from Star Woods was lacking at this property. For example a room booked for two beds several months ago was unable to be fulfilled. We were told there wasn't a bed available. Several phone calls later they were able to locate a rollaway bed to put in our room. Next, the bathroom has mold in the shower. Another issue the air conditioning did not work properly.
Then we go reserve an umbrella and there isn't one available. We tried to reserve one at 8 am still not available. We had a $10 umbrella credit. So we tried to apply it to the beach chairs we Rented. Unable to do that!! Then we get over billed for those!!
10. August 2013