Rated 1 out of 5 by bb25 Beach bummer
Reserved based on very specific requests which included balcony with lounge chairs and ocean view, higher floor -was recommended 'best room before suite level' in the hotel which I was ensured met all my requests
Extremely dissappointed upon check-in, from general standard to lack of cleanliness - bath was mildewed, carpet worn and dirty (candy wrapper on floor) curtains hanging off rod on one side- holes in sheets--very small balcony with chairs (not lounge)
Upon Complaint informed there were no other rooms available that night but guest services would try to find me something for the next night (original booking was for 3-4 nights)
Offered a suite for double my original rate (told this was a significant discount) and rather than pack and move hotels on such a short trip agreed to the suite which had great views, two balconies with lounge and met my original requests
The standard was still disappointing -furnishing quite old, no heavenly shower(which was advertised in all rooms) but room was much cleaner and obviously the additional space made us happier
Food, drinks average at best - no fresh pineapple juice at the bar ---in Hawaii!
Atmosphere in all food outlets was very much like lower level chain hotel - not as upscale as I had experienced with Westin of several years ago, but must admit that in the last couple years that standard has seemed to vary much more widely - this one might be the low point - - service was friendly but somewhat indifferent (ignored at the restuarant bar while the bartender focused on the service bar) with the exception of the beach cocktail service which was not only friendly but efficient and remembered special order from two days prior
Would not stay here again - too bad for such a lovely location and the great history of the property -
Told by management there is a renovation scheduled soon - unfortunately not soon enough for us and nothing else in our experience that would draw us back
November 7, 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.
April 21, 2012
Rated 4 out of 5 by grandoldlady NOT the Historic Moana Surfrider
Stellar service, accommodations & food, but rooms and hallways did not have a sense of place & time from the era of its birth & bones. Modern, elegant, subdued furnishings & decor...artwork modern up close blurry, fruit & flowers...lovely, but Just NOT the early 20c elegance that ones wishes to experience.
July 6, 2014
Rated 5 out of 5 by Lordav wonderful staff
wonderful experience, this was our 12th stay and each time it gets better. the staff go out of their way to make the stay pleasant, even the manager takes time for conversation. the front desk girl, Irene, and the pool café worker nancy are the best! can't wait to come back. There was not one disappointment
July 6, 2014
Rated 4 out of 5 by Alex12 Bed Sheets uncomfortable
Stayed at this hotel and found the bed sheets thin and hard like paper. They were very noisy when you moved around.
Also, the staff was nothing exceptional. We needed to mail a prepaid UPS package and concierge would not help us besides telling us where the UPS store was (which was closed).
July 6, 2014
Rated 5 out of 5 by Leonor0112 Beautiful Hotel
Love the location and amenities of the hotel. Our room was very small but we managed. LOVED the staff at valet, especially Ave, Jan, & Al, who were always there to greet us and give recommendations in the morning. We looked forward to seeing them & they should be recognized. Jilly & Mo by the pool were excellent in making our afternoons relaxing & they were so personable. I do think the front desk and the concierge staff should be addressed as they exhibit poor customer service skills & they are the face of the hotel. I wasn't impressed by anyone. For a Westin, I think standards should be a little higher. Overall we had a blast.
January 19, 2013
Rated 5 out of 5 by ImEmmittSmith Excellent Hotel, but very Busy!
We stayed at this hotel for a total of 5 nights over 2 weeks. The facilities are great and the location is wonderful. We had 4 nights on Ocean view, which was excellent and quiet at night. The 1 night we had on City view was very noisy and room was small compared to Ocean view. Would definitely always upgrade to Ocean. Use your points to get half off the rack rate of the room.
July 2, 2014
Rated 2 out of 5 by zrkeating Not so happy 4'th
Our stay started by checking in to an "upgraded" room because of my Platinum status. We were told it was in the historic section of the hotel with a view of the beach. I'm not a big person and could barely fit into this room, it was literally a closet with a king sized bed stuffed in the middle. Our view was from a window awkwardly placed in the corner, and if you stood on the random side couch and strained your neck to the as far as you could, you could make out some ocean through the trees. While the room across the hall was twice as big with a balcony (same class of room), so much for being a platinum member. The customer service was far below what I have come to expect from a Westin property, both at the front desk and in the Beach Club. The worst part was that three different members of the staff told us that we could see the fireworks from the hotel and the beach out front, which was not even close to correct. One person didn't even know it was the 4'th of July! Will be staying at the Sheraton in Honolulu if I stay with Starwood after that abhorrent experience.
July 8, 2014
Rated 4 out of 5 by GEMJR This hotel is truly one of Honolulu's gems.
Overall review is excellent. However, we believe we were misled about room reservation/accomodations throughout the 10 month reservation period. So, upon checkin we were housed in room that was inconsistent with information that had been confirmed in numerous communications which complicated checkin after a long travel day. However, once we expressed our situation with reservation management, our concerns were addressed professionally and with kindness. We appreciated the approachability of the management staff and the urgency in which our concerns were addressed. The hotel is truly beautiful and is a paradise in and of itself.
September 3, 2012
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.
December 31, 2012
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.
December 14, 2013
Rated 3 out of 5 by Brian08 Problems with the staff
I will start the review by saying that the physical attributes of the hotel are stunning. The location is perfect, the architecture is gorgeous, and pool & beach area are fantastic. That being said, the attitude and inaction of the hospitality staff cast a cloud over our honeymoon.
My wife and I are both SPG Gold members and planned a 6 night stay for our honeymoon. When we checked in we were told that one of the two wings of the hotel was being completely renovated, so there were no upgrades available. We understand that the upgrades are given on an "as available" basis, but if would have been helpful to know that the hotel was under construction when we made the reservation. We were told, however, that an upgrade would be available later in the week and we would be contacted and upgraded as soon as possible. We then requested a late checkout on our departure day because of a 9pm flight leaving Hawaii. We were told that, despite the SPG policy giving late checkouts to rewards members in advance, late checkouts could not be confirmed until your last day in the hotel. I accepted this at face value because we were checking in at 11pm and I just wanted to get up to the room.
As it turns out, according to the SPG booking website, upgraded rooms were available the entire week that we were at the hotel (I was checking every day to see if the staff would upgrade us). We never received an upgrade, and after inquiring twice more through the vacation I was told that there were no upgrades available and I would have to stay in my current room. That current room was in the "historic" wing of the hotel - in this case it was directly over the restaurant, which means that every morning at 4am you could hear the staff moving industrial sized cases of silverware back and forth throughout the restaurant. Needless to say I never slept past 4:30am during my whole honeymoon. That same restaurant was also host to a red carpet award show after-party our last night in the hotel (which of course the hotel didn't tell us about until a paper was slipped under our door on Thursday night). That party, and all its loud music, lasted until 1:00am directly below our room. When we asked one of the managers early in the night how long the party would go on because of our room placement, he laughed at us, told us to get dressed up and crash the party. Not exactly the reaction I was expecting.
Finally I woke up on Friday and called down to the front desk asking for a late checkout. I was told that there were no late checkouts available and we would have to be out of our room by 1:00pm. As we went to breakfast we ran into another couple that we met earlier in the week. They told us that not only had the hotel management given them an upgraded suite when they checked in, but that morning the hotel management had offered them a late checkout as well. When they said they didn't need to keep the suite that late, they offered them a completely different room in the wing of the building that was supposed to be closed for construction that they could keep as late as they needed. I couldn't believe that this was true so I went to the check-in desk and asked to speak to the manager. After being told again that there were no late checkouts available, I got on my phone and physically showed the manager that there were rooms available for booking that night in the hotel, meaning there was no reason NOT to be given a late checkout. Flustered, she finally relented and allowed us a late checkout. I couldn't believe that after six days of trying to get an upgrade and a late checkout I had been stonewalled and outright lied to for no reason. I still don't understand what the problem was or why the staff felt that level of treatment was necessary.
Given how many other nice hotels are in the immediate vicinity of Waikiki Beach, we won't be revisiting this property, and if you value the vacation experience I'd caution you against staying there as well.
October 21, 2013
Rated 2 out of 5 by Mia31 Poor Customer Service
The hotel was sold out and service was very poor. Every time we went to the pool there were not towels left. Noise in room was loud given that we were near elevator and housekeeping room.
July 7, 2014
Rated 5 out of 5 by Devogrrrrl Amazing Stay
This is my third stay at The Moana over the past 9 calendar months and each stay has been better than the last. I'm here in Honolulu for work and brought my 83 year old mom along on this trip. I let the hotel know this was a special trip for my mom and asked if they could make sure I got an upgrade to an ocean front room. Boy did the GM come through for me! We were upgraded to a Penthouse Ocean room - and it is amazing. The room is decorated beautifully, has a HUGE shower, a spacious lanai and a view of Diamond Head. The staff has been great (as usual), the Mai Tais are strong and delicious - really couldn't get any better. Thank you, thank you, thank you Mr. Anderson!
March 26, 2014
Rated 3 out of 5 by heyboom52 Stay was not very nice
The room had ants and it took multiple trips to the front desk to get the room treated. While we were offered to be moved it was not practical for our final day. I was very disappointed with the room we were assigned. Our reservation made with SPG points was made 6 months in advance and we expected a better room than third floor, facing the street and accross from the elevator. The pool and pool deck is not sufficient for the number of rooms that you have. There is a very limited number of available lounges, and many are "saved" by towels throughout the day when guests are absent. Overall the stay did not meet the standards we have found in many stays in Westins.
July 12, 2013
Rated 5 out of 5 by LauraMT Great Hotel
I've stayed at a lot of SPG hotels and this is one of my favorites. It's right on the beach and the club lounge is amazing during the hours that it is open. The food is filling and the beer/wine is great.
The only recommendation I have for this hotel is that, as a Platinum member I normally get 2 free water bottles in the room but this hotel didn't have any in the room. The lounge also does not allow access to water bottles during off hours, which is also unusual because I can normally grab a water bottle from club lounges at any time.
Aside from that, this hotel is a great one to stay at!
May 4, 2014
Rated 2 out of 5 by Mikey87 Luxury - NO WAY
I'm an SPG gold member and very disappointed! I generally stay in a suit and discussed this booking, Diamond Head Suit, with the hotel prior. I feel like we've been conned. NO BATHTUB in the suit, the shower is narrow and no separate way to control water temperature and pressure, the built in robe is in the bathroom (great place to keep clothes in that steamy environment) a large portion of the room is an unusable hallway, no toothbrushes or other amenities, two sachets of coffee and paper cups, no mini bar and the list goes on... How does the Westin call this a suit?
There was a dead insect on the top of the vanity unit when we got in (no big deal) I left it there just to see what would happen, 3 days later its still there.
I had to ask what the SPG membership privileges were. I found out after I had had lunch that there was a 10% discount that could have been applied if I had of asked, I said to the front desk lady, "I wish you had of told me earlier" no response! no acknowledgement.
SPG, tell it how it is, I would have much rather stayed elsewhere and maintained a respect for the SPG group.
July 4, 2014
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.
February 11, 2013
Rated 4 out of 5 by TPH1 Fix the wifi
We have stayed at the hotel 3 times in the last 20 months. We love the hotel, its location and facilities.
At the present time i cannot recommend the hotel to guests who may be needing wifi for business purposes whilst staying at the hotel. Despite numerous requests we were never given a proper explanation for why the service was not reliable. The fact that you are charged for it in your daily resort charge only makes it more frustrating. This may seem trivial for such an otherwise great hotel but there is nothing more frustrating taking longer to deal with business issues when I would rather be sitting on the beach.
November 19, 2013
Rated 4 out of 5 by JasLace Great Hotel
This Hotel was wonderful. The staff was very friendly and accommodating. Keep in mind that this is a hotel right in the middle of all the action of Waikiki. So if you don't like noise and lots of constant activity then do not stay here. We read reviews and we knew what to expect and it was great.
There was free music every night and lots of things to do in the hotel. We enjoyed having the city life next to us and a beach just outside of our room. When we wanted a quiet beach, just hop in a car and drive up the road.
The pool was a little small but you are in Hawaii, I don't think we would have used it much anyways.
July 19, 2013
Rated 5 out of 5 by Joeyem Excellent hotel
We had the best time ever. The hotel is gorgeous and we will definitely be back xx
July 5, 2014
Rated 4 out of 5 by FrankC Good staff. Struggling to cope.
I visited at a time when the hotel was extremely busy - in fact overbooked. Rooms were not available, bags took a while to arrive, and the line for breakfast made it not an option for anyone with plans for the day. That said, almost all staff were extremely friendly and professional, and doing their best in difficult circumstances. It's amazing how much that can help. The only exception, on both nights of my stay, were the staff at the outside bar, who seemed to resent having their evening ruined by mere guests. They could benefit from a fraction of the hospitatlity training that their colleagues have obviously had.
July 24, 2012
Rated 3 out of 5 by laspilot Check In Was Terrible
The front desk staff did not do well. They had trouble finding our reservations, even when supplied the conformation numbers. We had 3 of us check in at the same time and took over 30 minutes, then to find out they book 2 of us in the same room.
June 30, 2014
Rated 4 out of 5 by qcolli review of Westin Waikiki Beach, HI
The hotel was beautiful and well located on the beach front. we had several issues with our room (A/c was not working correctly), TV froze up and there was outside noise due to carpet cleaning / dryer running early in the a.m. We called the front desk and a message was supposed to be left for the manager. We never received a call back. We are SPG gold members and expected better responsiveness from what should be an upscale hotel
June 20, 2014
Rated 4 out of 5 by Megleg Great Place to stay
Tis is our 3rd time at the Moana, and we love it. great location, friendly staff.....
Our only issue was that this time we used our SPG Points and I was assured we were alocated the same room as we had for our last stay ( Diamond Wing), however we actually were allocated a Banyan Room. Perhaps a mix up ove the phone I guess . Our Banywan Room was extremely "tight" and not quite waht we wanted. SO some diappointment there.
However, its a great hotel, with great staff, great loactaion and man do we love the heavenly Bed....so much we are going to but opur own soon. Be back again soon and recommend it to anyone.
July 1, 2012
Rated 3 out of 5 by Rgal27 Logic?
First my compliments to the staff. Our agent at the front desk, Irene, was outstanding. We were very unhappy with our room, which was, as she put it, "cozy." We just called it dark and small. She spent a lot of time finding us a room which was twice the size with a beautiful view and I want to thank her.
However, when we went to rent umbrellas by the beach for our group of six, we found that each umbrella was $60 and came with 2 chairs and 2 bottles of water (which, by the way, were free anywhere in the hotel). Since we only needed 2 umbrellas, we asked for 6 chairs and 6 bottles of water. We were told we could get either 2 beach chairs or 4 low to the ground chairs per umbrella and only 4 bottles of water. Being senior citizens, it was difficult for some of us to use the low chairs, but they would not waver. To add injury to insult, one of our group, who is a gold member of SPG, was unable to use his card to pay for the chairs and receive a 10 percent discount because we had pre ordered the chairs and paid a premium for doing so. Therefore, we paid $10 extra per umbrella, got 4 waters for 6 people, and were not allowed to use our discount. I would like to know the logic in all of this.
July 2, 2014
Rated 5 out of 5 by physiciantraveler48 Another Wonderful Stay - Dreaming of Returning
I have stayed at the Westin Moana Surfrider 3-4 times now and I always find it to be a magical place. Since my last stay 2-3 years ago, the rooms have been renovated and the club lounge is new, with a wonderful breakfast buffet and tables to eat at both inside and outside by the pool and beach. I enjoyed the Wednesday evening reception hosted by the General Manager (for Gold/Platinum SPG Members) and found that I was treated very well by every member of the staff (as usual). Mostly, I just loved going to sleep and waking up to the gentle sounds of the waves hitting the beach at Waikiki. No hotel is better situated in Honolulu with such history and lovely friendly service at every level. I have already begun planning a return visit with my wife and 2 daughters. Until then, I will just have to settle for dreaming about this recent stay and counting the days until I can travel to the Moana Surfrider again.
June 22, 2014
Rated 3 out of 5 by AlreadyHome Sounded like a college dorm room
My bed was uncomfortable. Sounded like someone was moving furniture above me. My bathroom window would not close and lock so I could hear all the noise from outside. Reminded me of a college dorm with all the noise. Would not recommend if your a business traveler and needed to get to sleep early.
June 27, 2014
Rated 5 out of 5 by Visit2014 Weekend Getaway
We found the staff on property to be very accomodating and friendly. They must love their jobs! The hotel is right on the beach in Waikiki, but you can find lots of people, or intimacy within the hotel. There is also a small chapel within the hotel.
The two restaurants we ate in had wonderful food, and at night their was jazz inside and hawaiian music outside. Neither competed with each other and you could easily carry on a conversation. If you are interested in history and culture this would be the hotel to stay at. The hotel has understated elegance. Even though the hotel is on a main street in Waikiki, we could hardly hear any noise in the room. We were in the historical building where the rooms are not very big, but they were comfortable. If you like grand, several big pools, etc. there may be other hotels that could fill that better in Waikiki. We will definitely be back when in Honolulu...can't say enough about the staff and food there.
June 24, 2014
Rated 5 out of 5 by bickie A Hotel to lose yourself and relax in
The Moana is a place where you immediately relax upon arrival The staff make you very welcome and the Hotel reception and lobby transports you into another time and place.
June 29, 2014