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.
March 16, 2013
Rated 5 out of 5 by DCJ10 This hotel is the best for relaxing and enjoying the buzz of Waikiki
We visit this hotel many times and what makes it special is that we are not just treated like a number, we are welcomed back and always taken care of, The service is excellent.
March 14, 2013
Rated 5 out of 5 by thebrads The Staff
Exception Staff!!! From the front desk, to the pool,to the beach crew....all great people!
March 13, 2013
Rated 5 out of 5 by KDFL Perfect Stay!!!
I'm a Lifetime SPG Platinum who stays in Starwood properties throughout the world. From the moment I checked in with Irene at the front desk and spoke with Aki the concierge, I knew they would do everything possible to insure a perfect stay and they did.
The new Tower rooms have been completely renovated and are very luxurious and a good size for Honolulu. The ocean and diamond head views are incredible.
The Veranda restaurant and pool food and service were very good and Peter our breakfast server and Hayes at the pool were excellent.
I've stayed in this hotel on four or five occasions since it has become a Westin and overall this was the best stay yet.
March 12, 2013
Rated 5 out of 5 by Skiff Vacation Stay
Had issue with WiFi connectivity that did not get resolved. Network cable did not work in the room.
Breakfast for platinum has only continental option.
March 11, 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.
March 11, 2013
Rated 5 out of 5 by KDBOSTON Best Starwood Hotel Ever
The Moana Surfrider is the most well oiled Resort ever!
Upon check in received a Platinum upgrade to an Ocean View Room in the Tower Wing. Additionally, the hotel has implemented several programs of further recognize gold/platinum guests such as discounts on food/spa across the Starwood resorts in Honolulu.
Every detail in architecture and maintenance at this hotel is monitored frequently and it is kept beautiful.
The staff exudes Aloha in every way possible. From check in to breakfast to drinks at the bar, service is impeccable and friendly. Chris and Peter at the Beach Bar are extremely friendly and great resources for local grinds.
Don't consider staying else where on Waikiki!
Extremely satisfied and want to live here!
March 10, 2013
Rated 3 out of 5 by dana75 whst does spg really mean!!
The staff were none caring and in fact careless with check in and out and all requests in between
March 9, 2013
Rated 4 out of 5 by David Nice experience, overall
Overall the hotel is very nice. The rooms in the main hotel are a little small for two people and do not match the spacious adjective mentioned in their ads.
The staff outside of the front desk were very attentive and helpful. The front desk staff at check in, during the stay and check out were not very attentive. We waited in line despite two other staff being at the front desk, not on phones or appearing to attend to other activities. They did not make eye contact or even say they were busy and would be with us shortly. Made for a frustrating start and end of our vacation.
March 8, 2013
Rated 5 out of 5 by 40th seaside view
Loved the amenities, didn't expect all the available activities. Staff was very friendly, helpful, air conditioner had problems upon arrival, got fixed quickly, problems next day, took longer & 2 workers. Toilet freaked out my husband. Loved the surprise he had, Like the fact that safe was up higher. Didnot appreciate the note saying if we wanted more coffee we could pay for it! Really at that room rate??? Loved the history, the music every night.
March 7, 2013
Rated 5 out of 5 by John213 Great hotel
Great hotel with a great location on Waikiki. Convenient walking distance to shopping and restaurants. Staff is friendly and helpful.
March 6, 2013
Rated 5 out of 5 by Roberton Grand old hotel
The Tower Wing is excellent. All the staff are very helpful and efficient. The Veranda is a great place to eat.
The older part of the hotel has a lot of history.
March 6, 2013
Rated 4 out of 5 by moxi disappoint one night
Usually like staying in the "original"
buidlings with character; but the first
night we were in the front - on the
street - so noisy - and the wind blew
the windows panes and shutters
rattled - all night - didn't sleep - we
moved to tower - much better.
March 5, 2013
Rated 4 out of 5 by Verified Reviewer Surfs Out
The hotel appeared to have seen better days. When we arrived, the first room we were given was reached down a musty smelling hall. It looked out at the wall of the building next door. The next room was so overwhelmingly perfumed with men's colgne that we had to request a third room. It was fine but still down a musty smelling hallway. The banyon tree courtyard is lovely and we enjoyed sunbathing so that we looked out at the beach. Hoping that the hotel is updated to not be swept out with the surf!
March 4, 2013
Rated 4 out of 5 by Joshua The Heart of Waikiki
Moana Surfrider Hotel is the Heart of Waikiki it has the history and the first class service and facilities that you would expect and a little more.
Absolutely fantastic place to stay, would recommend everyone to stay there when visiting Hawaii.
March 4, 2013
Rated 1 out of 5 by Belinda A bad experience for us
We had a street facing room in the historic wing of the hotel for 4 nights in room 432. The street noise is very loud but nothing compared to the horrible neighbours we had in the adjoining room who shared our balcony. They drank and smoked and were excessively loud for 2 nights then argued through the day. We called security 3 times through the second night they were there(around 10.40pm, 2.30am then 4.30am) but they didn't quiet down and security did nothing to stop them. We got no sleep for two nights and were exhausted all day from the lack of sleep and it totally ruined our holiday. My husband had only come from Australia for 4 days so it was hard to get that pleasure of the Moana Surfrider when you have dreadful guests beside you and security not protecting your peace and quiet. They should have been evicted or we should have been refunded.
Todd (the manager) did offer us a breakfast and then delivered a wine & cheese plate to our room which we appreciated. It's just that the noise was too loud for anyone to enjoy.
The carpet was also in need to a clean and the shower looked tacky.
Everyday the room was stocked differently and three times I had to ask for somethings that the cleaners had forgotten.
On a positive side - the $30 resort fee is reasonable is you use the parking/yoga/aqua/phone and water, which we did everyday. Matt and Kristel are the best.
March 3, 2013
Rated 4 out of 5 by Murray1943 Graceful, stylish and elegant lady
On entry to this wonderful establishment, we were immediately impressed by the friendly staff and the very stylish and large airy area with comfortable seating and the out look to the century old Banyan tree in the open court yard and onto the ocean. It was as if we were walking into a large private home, Reception was easy to find but not obtrusive so the ambiance was intact. The rooms are a good size with a balcony with plenty of room. We loved being able to have our door open at night and to hear the soothing surf. The staff were all happy, polite, cheerful, and willing to meet our needs. The usually speedy service in the eating areas was a big plus.
We loved Tony's history tour and recommend it to all guests.
We hope to return, Maholo to all who made our stay and my 70th birthday an unforgettable holiday.
March 2, 2013
Rated 5 out of 5 by curt TV channels lacking
I was very disappointed to discover that a Westin hotel in Hawaii did not have the GOLF channel
March 1, 2013
Rated 4 out of 5 by StarpointsSlave The Veranda Won Me Over
If not for the hotel's veranda I would have been disappointed in my stay. As far as traditional rooms go, it's a no-win situation regardless of which wing you stay in. The rooms in the Banyan Wing, to which I was originally assigned, are charming but sooooo small and have no lanai. I asked to be switched to a room in the Tower Wing instead, and while the rooms are spacious enough, the rooms are drab and dated, the bathrooms are lacking in counter space but not limescale, and the lanais are small and boast a view of ... the hotel next door. The answer to the unappealing rooms? Stay out of them as much as possible and, if not sightseeing, hang out on the wonderful veranda or in the beautiful lobby and gawk at all the Japanese wedding parties. I also dined at the Beachhouse, the hotel's signature restaurant, and I very much enjoyed the experience -- again, out on the veranda -- as well as the food (steak) and the service. To encapsulate: When I first checked in, I thought, "What a waste of my Starpoints since I don't care for Waikiki anyway," but by the end of my stopover stay I was thinking that whenever I visit one of the islands I'll make a point of connecting through Honolulu just so I can stay at the MS. Yeah, that's how much I loved the veranda.
March 1, 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!
March 1, 2013
Rated 5 out of 5 by CM16 Love this hotel
One of the best things about Waikiki. Gorgeous old hotel loaded with charm.
February 28, 2013
Rated 5 out of 5 by Don109 Another Great Stay
Right from the start at arrival with a greeting at the front door, I knew this was going to be another good stay at the Moana. It feels so good to be back and see the same familiar faces of staff, many of whom will also remember you in spite of dealing with thousands of other guests throughout the year. I noticed right away that the beautiful flower arrangements in lobby are back and the whole property is looking as good as ever. Very gracious and helpful front desk to accommodate a couple of requests I had made. Thanks Gloria and Mo and staff at the beach services, relaxing under an umbrella at the beach is made so very easy by these people and the wonderful beach bar staff that will run a cool refreshment out to you. Caught a few sunsets at the Beach Bar with family and friends, ahh, so nice. Had some wonderful food as well, coconut waffles in the morning are great and I can personally recommend the pomegranate glazed lamb chops, they were delicious. Overall, I love the Moana for its history, staff, and location in the heart of Waikiki. Relax on the inside and action on the outside. Thanks for a great stay.
February 28, 2013
Rated 3 out of 5 by Wien1010 Average the second time around
Returning to the Surfrider for the second time my husband and I were dismayed to find our room very worn and not very clean. We will not return to this hotel the next time we are in Honolulu.
February 27, 2013
Rated 3 out of 5 by Paul13 Room prices are outrageous
While the staff was courtesy and the location was nice the rooms are tiny. When you open the door you practically trip over the bed. Bathroom only had a small sink and corner shower not what I would expect for the price that I paid. You are truly paying for the location.
February 25, 2013
Rated 4 out of 5 by Spiritguy Great location
Loved the location both in the Waikiki district and to the beach.
Very nice outdoor beach bar.
February 24, 2013
Rated 4 out of 5 by Yasu1949 Room 547
It was a little bit old room, so the window not closed tightly and very noisy from street.
February 24, 2013
Rated 3 out of 5 by Rhonda21 Hotel is a classic
It is wonderful having doors that open but if you have a partial ocean view, there is a lot of street noise which kept us up all night. We have had two different locations on two separate stays and both have been noisy to the point of not being able to sleep. Such a disappointment given the Hotels wonderful atmosphere.
February 23, 2013
Rated 5 out of 5 by Colorado Great location
Quiet ! On the beach ! Excellent Staff !
February 23, 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.
February 21, 2013
Rated 5 out of 5 by herberger Location, Location, Location
This is our second time at the Surfrider. We will stay again. Best location, great staff, and just beautiful. I really like the fact you now offer self parking and free internet. The $25.00 daily charge is worth every penny. Mahalo
February 21, 2013