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
Rated 2 out of 5 by JJtwice We were disappointed
We booked the "First Lady of Waikiki" expecting a first class experience, and we were almost uniformly disappointed. The property is great as far as location, and the staff did their best to politely respond to our requests, even when they could not satisfy them. Also, the outdoor spaces are lovely and comfortable. However, there was nothing exceptional in the stay, and much to dislike. Our first night, we were in a room that was so noisy from Kalakaua Avenue activity that we were up half the night and requested a room change the next morning. Our new room, about 2/3 the size, was at least quiet. Two of the six nights we stayed there, we were awakened by fire alarms, once at 1 am. The wi-fi we were promised failed to work, and we needed to check out a hot spot from the IT department to receive internet service, even though we were in the main building just yards from the lobby. Even the hot spot worked only intermittently. We had requested a delayed checkout and were told to renew our request the day before checkout. When that time came, we were told to wait until the checkout date, at which time we were tersely advised by "Service Express" (an ironic name for them, as it turned out), that the front desk has denied all requests for extended checkout. There is no direct line to the front desk, and all requests are screened by Service Express, which almost without exception did not provide any. We were never told of a provision for guests to use changing facilities until it was already too late for us to take advantage. We have stayed at other Waikiki hotels, and we received far better value at a far better price. We could not help but feel that we were second class citizens at the Moana, whether because we did not pay a high premium for our room or because we were not among the many wedding parties that stayed there. Being an SPG member mattered nothing. Based on our stay, we would say that, unless you are a newlywed who has paid a king's ransom for a hotel room, do not expect this first lady to please. We are not novices to travel, and have made over 40 trips to Hawaii. Our accommodations this time ranked in the lower quarter of all our experiences. If you are going to spend over $400 a night for the lowest grade of room here, think again and look for a property that cares whether you are staying there.
16. März 2013
Rated 2 out of 5 by Jonathan Road noise
The room was thoughtfully equipped with a white noise machine, and that should have been my clue to stay elsewhere. The road noise from my Banyan City view room was the worst I have ever experienced in a Westin or any other similar quality hotel. Truly a disappointment.
11. März 2013
Rated 2 out of 5 by Trip23 Not worth the effort
If you want service, this is not the place. You are just one of many and there is no effort into making your stay welcome. You will wait 45 minutes after you order your food before you eat. If you want room service you will wait over an hour. If you want extra towels or have a simple question to ask- good luck with that... Your simply not worth the effort!
1. März 2013
Rated 2 out of 5 by slok1231 Stay away from Banyon Wing Rooms
We were celebrating our honeymoon and were put in the Banyon Wing. When we entered our room, both of us hardly fit in there. The rooms were extremely small and the bathroom was so tiny that it didn't have a bath tub. We requested for a room in the Tower Wing, but they were fully booked. To make up for the room, they offered us chocolate covered strawberries and red wine, but It never came. I'm sorely disappointed in our room.
21. Februar 2013
Rated 2 out of 5 by Trok6439 Worst service at Westin ever?
By far the worst experience I've had at a westin, and in Hawaii, no less. This place was not catering at all to Platinum members, which does not make sense. Who puts your most frequent guest in the handicap room without mentioning, after forcing them into the general line because no one is attending to the plantinum line? On top of all that, they don't provide housekeeping one day out of 7? Of course it is all blamed on capacity, which is an operational issue, not a customer issue. Not good for the price.
13. Februar 2013
Rated 2 out of 5 by TonyM So, so
After 3 other stays in Starwoods properties on vacation, this was our last stop. The location was nice, right on the beach. The check in/out lines were pretty long. I was not offered either an upgrade or a SPG Gold amenity at check in and had to ask for the bonus pts to be added to my acct as well as late check out. The room was very small compared to the other Hawaii Starwoods properties we were at. The noise was pretty bad in our room starting at about 5:30AM facing the street. The room was nice and clean though. I would definitely stay at the Sheraton Kauai or the St. Regis Princeville again before coming back to this one if you're looking for a relaxing vacation.
11. Februar 2013
Rated 2 out of 5 by Mia2013 Worst westin I've stayed at
Room 3705 was beyond dated. The room should not have been inhabited.
27. Januar 2013
Rated 2 out of 5 by EarPlugsNeeded Hotel Is Under Renovation
I was very dissapointed that when i made my reservation it was not disclosed that there is major renovation occuring around the pool area. The jack hammering started first thing in the morning and went on all day. I would have expected better customer service.
25. Januar 2013
Rated 2 out of 5 by traveljunky Overcrowded
I have stayed at several Westin locations and have been nothing but happy until now. I found this hotel overcrowded and in need of much updating. The pool and outdoor lounge areas were overcrowed with chairs and there was still nowhere to lay in the sun even if you where o=up and out by 8AM. I did have a few issues that the staff in the lobby were very willing to accomadate.
21. Januar 2013
Rated 2 out of 5 by 11313 1.12.13
Very bad experience. We requested an early check in. We arrived at the anticipated early check in time of 2pm to find of 20 person deep line in queue. After waiting, I was advised that our room was not ready; my cell phone number was taken but staff did not call. Spa had the wrong reservation. Restaurant had lost my reservation. Every single step was poorly executed.
14. Januar 2013
Rated 2 out of 5 by Business01 Old hotel
Window was broken which I had to wait over 24hrs to get fixed. Staff refused to move me to another room without paying over $100 more.
12. Januar 2013
Rated 2 out of 5 by FlyIntl There are better Waikiki Hotels
Hotel Management said their policy does not include the bed type you reserved (even if directly with their website). The rooms are penetrated by noise from the bar, the music, the midnight cleaning so do not expect a relaxing beach resort.
3. Januar 2013
Rated 2 out of 5 by Bluudevvil Overall, Disappointed
We have immediate family who reside Oahu and we therefore visit Honolulu regularly. The Moana Surfrider is an iconic hotel that we have been itching to stay at for many years, and so we jumped at the chance to stay at the Moana to "get away" during the tail end of our honeymoon, and checked out fairly disappointed. The majority of our complaints have little to do with the hotel's age, as we do fully appreciate the history and charm associated with the Moana - that's one of it's biggest draws.
The room is noisy - we can hear vacuuming in the halls in the morning, kids running through the halls through the night, people on the other side of the wall. These elements are potentially excusable due to the hotel's age and lack of adequate soundproofing. However, noise from inside the room - namely the ancient mini-fridge and it's compressor - was not. We were forced to unplug it to be able to get to sleep.
We stayed in a "vibrant Waikiki city view room" - which would have likely been a great view had the windows been washed. We are not picky or overly clean people, but that my camera was able to focus on the grime instead of the view outside indicates that there was a layer dark enough to capture. I have images, if requested. They made the interior of the room feel dirty (which it wasn't - we closed the blinds to remedy this).
The valet parking - while convenient when pulling in, there were 2 occasions where we were late for a reservation for family meals because it took so long to retrieve our car. We understood that the parking lot was across the street; we were told 15-20 minutes of advance notice would suffice, and therefore budgeted accordingly. However, on the first late occasion, valet just about half an hour, and on the second, nearly 40 minutes to retrieve. Had we known it would take so long, we would most certainly would have notified the attendants sooner so as to be on time. (For reference, we called at 3:15 to make a reservation near the Aloha Tower at 4pm - the car did not appear until 3:55).
The beautiful banyan courtyard - smelled of stale spilled beer and alcohol. We wanted to spend the better part of the late night under the banyan listening to the great live music, but found the smell nauseating, so we left after one round of drinks and didn't return for the remainder of our stay, which is such a pity because the scenery is simply gorgeous.
Lastly, we were never asked at the end of our stay, how it was.
Upon first walking up to the hotel and walking through the beautiful lobby, we were able to feel the old world opulence. However, much of it was spoiled by the time we checked out for the reasons mentioned above. We had truly been hoping to make staying at the Moana a regular experience, but now hesitate to do so again until we hear that these problems are rectified. Again, some of the problems can be chalked up to the hotel's age - which are fine. But others are inexcusable since they can be so easily remedied (especially considering the Moana's class and expense), and severely impacted our ability to have a restful and satisfying end to our otherwise amazing honeymoon.
While we wholeheartedly loved experiences staying at other Westin properties, I think we would not recommend staying at the Moana for the reasons listed above.
31. Dezember 2012