Rated 5 out of 5 by RufusInHI A spectacular PEARL of Waikiki
I received full acknowledgement of my SPG Platinum Status. The Upgraded room was a palace. The Beach Club Lounge is a welcome gem. Great food spread and the beverage/wine selection is great! The front desk staff and the guest agents of the club lounge provided impeccable service exuding the Aloha spirit. I'm a frequent guest in Waikiki, and I can attest that the Westin Moana Surfrider is the best SPG property in Waikiki and Hawaii. Kudos and Mahalo to the management and exemplary staff of the Westin Moana Surfrider.
April 17, 2014
Rated 5 out of 5 by Shana5115 Excellent Customer Service
I would just like to to say that from the time my family and I checked into the hotel, the staff there has been nothing but kind, always smiling! And We had a personal experience with Irene who works at the front desk she checked my family and I in, and she was just awsome! Very friendly, answerd all of our questions and always smiling! She made us feel very comfertable! :)
April 15, 2014
Rated 3 out of 5 by Amanda808 Not Satisfied
Although I thought the hotel was beautiful (I had wanted to stay there for years now), my stay was not as great as expected.
I'm a local and stayed at the hotel for a weekend for a stay-cation. The customer service was not consistently pleasing or adequate - if anything, it was too laid back, and this is coming from a local girl. We expected the atmosphere to be a little more of that of a luxury hotel as the prices are high and decor is so beautiful, but were discouraged that we were sometimes overlooked or ignored as guests.
For example, the first moment we got there the valet service and bellboys did not come to our car. We watched as they meandered around; eventually we had to get out of our car and approach them for assistance.
The front desk registration was the best service we received as part of the stay.
The service at the patio restaurant we had breakfast at had strange service - the wait staff would come by to bring items or take trash and would be talking to himself & the wait service was not attentive - even as I looked over my shoulder and tried to flag down someone for a refill of my water, it took me almost five minutes - it was very irritating.
The pool was disappointing as no one seems to be enforcing any usage on how long you can reserve a lounge chair. We waited patiently and it seems people are allowed to hang their towel on a lounge chair for hours, leave, and then come back with their chair saved! There should be more chairs available.
Checkout took almost an hour as there was a discrepancy with the bill. Basically what we were told at check-in was not what transpired by checkout. We had to two reservations for two nights (one star friend auth) and the other a regular rate. We were told we could stay in the same room, then split the bill two ways upon final checkout. Instead, the first night bill was already paid for using my credit card and without my knowing. We were patient and said we understood but when we tried to apply the first night's points to my Starwood preferred guest account (just opened), I was told it was too late because my account was closed..which should not have happened any way. I feel we were very patient the entire stay and did not make much of a fuss while we were there.
The only thing that really makes up for the lack of acceptable service is the hotel itself; the aesthetics and maintenance of it. We love the hotel nonetheless and would like to come back.
If only the people working there loved it as much as we did, maybe they'd be more motivated to promote better customer service. Aloha, and thank you for considering this feedback.
April 7, 2014
Rated 5 out of 5 by BakkFam Love this hotel
Another wonderful experience at the Moana Surfrider.
Gloria, out at the beach, is an exceptional person - always making sure our stay is top knotch, always friendly, happy, kind - Thank you Gloria! One of the many reasons we will be back.
April 7, 2014
Rated 5 out of 5 by John4472 Heaven
One definition of heaven is "an experience of blissful happiness". I think that this describes our 5 day stay at this hotel.
April 4, 2014
Rated 2 out of 5 by jdm17 too crowded. beach jammed. small pool.
Skip it. not worth the $ unless you loved an overcrowded beach, tiny pool, jammed streets.
March 31, 2014
Rated 1 out of 5 by SBH50 Dissappointed ...
last visit was several years ago for my wife's 40th birthday - stayed in tower and was great - one of her favourite hotels.
However after recent stay - no longer the case and will not stay again given other options. The room and bathroom in old building were tiny (door opens about 6 inches from the bed) sold as city view - looked into an adjoining wall brick wall and was ridiculously noisy- checked 3 times to make sure windows were closed? requires double glazing. To make matters worse room 450 is opposite cleaners storeroom and they made no attempt to be quiet at 3am !! The hallway lights are on full beam and combined with the noise almost impossible to sleep?
really disappointing as we had also recommend to friends we were travelling with.
March 30, 2014
Rated 5 out of 5 by noservice2001 This hotel is awesome
I only write reviews only if the experience was really great or really awful, the moana was really great! there were a few slight hiccups but for someone who is hesitant, you should definitely give this place a chance!
March 30, 2014
Rated 1 out of 5 by Marc2014 Not a very good stay
Maintenance had to come to the room 3 time to try and fix the air conditioner. It would not cool the room. Just got tired of calling. There was no ice machine on the floor. Housekeeping never did a turndown service and did not leave towels once. One of the pillows on the bed had a stain on it and was put back on the bed every day..
March 29, 2014
Rated 2 out of 5 by Verified Reviewer Room did not meet the quality of hotel name
The beach and housekeeping staff were the only elements of the Moana that met the hotel's longstanding name for quality in Waikiki. The room was a huge disappointment. We have family in Honolulu and travel regularly; we'll not return to the hotel.
March 29, 2014
Rated 4 out of 5 by Beaverbrook First time at the Moana
Overall a very good experience. Rooms were clean and comfortable, location is excellent, gym is well equipped and the on site dining is good. The only area to improve would be the pool area. The pool is too small given the size of the hotel and this needs to be fixed. Also there needs to be better control of the pool area. They need to hand out towel cards or wrist bands like they do at the Sheraton Waikiki because there are too many people from outside the hotel that show up and confiscate chairs and use the pool.
March 29, 2014
Rated 4 out of 5 by WF789 Great Staff
This is the first time we stayed at Moana Surfrider, we usually stay at the other Starwood properties on the beach front. The hotel has a smaller footprint, but the rooms have been renovated. The banyan side of the hotel is smaller than the tower side. The staff was wonderful, they definitely went out of their way to help out all the guests. Everybody was very friendly and extremely well trained. The pool is really small so if you have small children that can't go in the ocean, you need to take this under consideration.
March 28, 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 4 out of 5 by Beachboy55 Best Beach Front Hotel
This hotel is extremely nice and has the best beach front on the island. They are extra welcoming to SPG members. The tower rooms (anything partial ocean and above) are a must stay. The location is the best in the heart of everything. The service is great and friendly. The only set back is a small pool, but the beach is right there.
March 24, 2014
Rated 5 out of 5 by revjett This hotel is simply awesome!
Everything about the Moana Surfrider is awesome, the staff, the history & ALOHA
Cannot wait for our next visit there!
March 19, 2014
Rated 5 out of 5 by Chrisdiane1959 Girls getaway
Felt pampered the moment we stepped off the airport shuttle. Flower lei's given to us as we dropped our baggage off with the porters. Checked in and given an upgrade to larger room with balcony and ocean view. Baggage arrived shortly. Resort fee...Yes, but with that comes free internet access, free self parking, two free welcome glasses of wine, slippers, bathrobes, free exercise classes daily and all the charm this beautiful hotel has to offer.. Thank you for such a lovely stay...I'll be back!
March 19, 2014
Rated 5 out of 5 by mrowan845 Excellent Stay
Just completed a 3 night stay. Excellent property and the Beach Club is a wonderful addition for Platinum members.
While checking in, I had to ask for an upgrade, which is always difficult. I would have hoped they would offer it... When I asked about a standard suite, I was quickly told, that Platinum members are never upgraded to suites. After I commented that I would reach out to SPG directly, the agent stated, well I can move you to a ocean front room then....
SPG Platinum recognition does not exist at the hotel. I had to ask for the internet access charge to be removed from my bill, which began a debate, but was finally removed.
The property is amazing, Beach Club was awesome!!
If you are expecting SPG Platinum recognition, this property needs to do its research and educate the staff.
March 18, 2014
Rated 5 out of 5 by lsvl Amazing Staff. Great Service
Every employee I can in contact with was happy, gracious and helpful.
March 17, 2014
Rated 5 out of 5 by Joanne2282014 Pure Hawaiian Perfection
I chose this hotel because I knew it embodied old world Hawaii. It is a beautiful hotel, on a magnificent stretch of Waikiki Beach. On, not across from, but on Waikiki Beach. As I approached the open air lobby, rich in heritage and elegance, I was captivated by the enormous banyan tree in the courtyard. One Piña Colada under that banyan in their beachfront lounge and I was officially in Hawaii. The rooms are lovely, the beds are very comfortable, the hotel is so quiet, the restaurants are exquisite, and the people are fabulous. Every day and night there are complimentary activities and live music. They have a great gym with a lot of equipment, the pool is lovely, and we became "regulars" of the private beachfront accomodations. I cannot say enough wonderful things about the Moana Surfrider. It is a beautiful hotel with a warm and wonderful history that is worth every penny.
March 16, 2014
Rated 5 out of 5 by Rashnap Fantastic Hotel
Excellent service and great view from the ocean view rooms.
March 14, 2014
Rated 5 out of 5 by RozzW72 A stay in paradise
My husband and I stayed for 3 nights prior to a Hawaiian island cruise. We had a spectacular ocean front room with views of the beach and Diamond head. Staff were helpful, pleasant and went above and beyond. Bellman even helped my husband change a flat tire on our rental car. Enjoyed the morning yoga as well as sitting under Banyon tree at night listening to the live music. Beautiful, historic property! One of the best Westin stays we have had!
March 12, 2014
Rated 5 out of 5 by Sarah54 Lovely hotel
We only stayed one night but were completely wowed by the helpful staff, comfortable room and gorgeous ocean view from our room. Thanks for helping us celebrate 20 years of marriage.
March 10, 2014
Rated 5 out of 5 by LAJayhawk Best of Both Worlds
Stayed the evening of Feb 27, first time at the hotel and very impressed! Historic, colonial-style hotel with the best of modern conveniences. The highlights: 1) the hotel is right on the sand - many other hotels are across the street or a block or two off the beach, but you can walk from your room straight out to the water. 2) The "Beach Bar" also sits right on the water, and serves a better pina colada and mai tai than I've been able to find elsewhere. 3) All the modern conveniences of a traditional Westin; quiet, well air-conditioned rooms and the Heavenly Bed. 4) Wonderful staff (!) - very helpful and accomodating. The check-in clerk asked me if I wanted to get a late checkout - I wanted to say "yeah, mid-April" - it was that nice.
March 9, 2014
Rated 5 out of 5 by KellnTam Cant wait to come back!!
We stayed at the Surfrider for Pro Bowl weekend. The wonderful staff upgraded our room (thank you so much!) and room 1096 was gorgeous!! Great food, friendly staff, amazing views from our room and a near perfect experience all the way around. We live here and like to take "stay-cations"…we will be returning soon. I will recommend the Moana Surfrider to my clients (I am a travel consultant) and friends as well. Thank you again for a terrific weekend.
Pono Pools Inc
March 6, 2014
Rated 4 out of 5 by Paronson Enjoyed our stay
Wonderful location and ambience. Only complaint was shower didn't drain efficiently
March 6, 2014
Rated 5 out of 5 by Kahunamac very warm feeling about this hotel
This place felt like home the staff were all very friendly and we loved having our grandkids feel the "Ohana" vibe that the Surfrider put out. The food was very good and the Pool and Ocean were very peaceful. The only thing we felt was a little off was the fact that it seems you folks put a lot of effort into the exterior visuals but inside the rooms were not very well kept at least our room was not. Little things like the shower door not being cleaned on the outside, like i said little things. Overall first class place.
March 4, 2014
Rated 3 out of 5 by Lucille33 Old Work Charm
A great place with stunning views and incredible ambiance.
March 4, 2014
Rated 5 out of 5 by Jlopie1 The Aloha spirit is alive on Waikiki!
Two years ago, I sat in a rocking chair on the veranda of this hotel and told myself someday I will stay here. When the opportunity arose, I grabbed it, and last month I spent a most enjoyable week at the Moana Surfrider. I rocked on the veranda again, but I also had High Tea on the veranda, wallowed in a luxurious, healing Lomi Lomi massage in the Moana Lani Spa, enjoyed appetizers at the Beach Bar under the Banyan Tree and people watched in the lobby! (I also slept like a baby in the Heavenly bed - it really is heavenly!)
I have absolutely nothing to complain about concerning my stay. Even though the exact room I had booked was not available when we checked in, we were accommodated with a room that seemed every bit as good as what I had booked and was cheaper! For our inconvenience, the resort fee was waived for the entire length of our stay. Thank you to Tobias Ragossnig and his guest services staff for taking such good care of us. This was our first experience with SPG and we were impressed.
What can I say about the Grand Lady of Waikiki? You walk into the lobby and immediately feel the tropical breeze from the ocean. Your next sensation is that you've travelled back in time to a simpler, friendlier place. The lobby is bustling with people at all times of the day and night. It's warm, inviting and welcoming. Other hotels might be bigger, more plush and pretentious, but also very sterile. If you want a touch of simplicity and charm for your dollar, don't overlook the Moana Surfrider.
The Moana Surfrider has a multinational clientele, which certainly gives one a global experience. Many different languages were spoken in the elevators and eateries, but that only added to it's charm (along with the wedding parties strolling through the grounds at all hours of the day! I admit to being a romantic - I oohed and ahead over each bride and groom.)
Our oceanfront room overlooking the pool, courtyard and Diamond Head in the Tower wing was everything I expected. We had plenty of room to stow our stuff in the drawers and closet. The lanai was our recreation room and we were out there early each morning to watch the sun rise and the early birds head into the surf. Some people think the music and noise from the courtyard is too noisy, but the live music was always ended before I went to bed, so no complaints from me. The cleaning staff greeted us each day with smiles and questions as to how they could help us that day. We were given extra amenities each day, plenty of clean towels and they cheerfully changed the sheets on the bed when asked. Lovely cleaning staff!
Finally, I need to give a shout out to Aaron at the Spa. I had my very first Lomi Lomi massage - this is the traditional Hawaiian healing massage and Aaron made me feel blessed and cared about. I would highly recommend this treatment for your physical AND mental health. The spa is very well appointed and a tranquil experience all around.
I think I have gushed enough. The entire stay was wonderful and I would certainly recommend this hotel, especially if you plan on staying here with the intention of relaxing and simply enjoying and pampering yourself. The best part of the experience remains rocking in the teak rocking chairs and people watching on Kalakaua Street. Thanks for a special and memorable vacation!
March 4, 2014
Rated 4 out of 5 by Bengan Nice hotel
I missed a working desk in the room.
Carpets on the floor in the room, although OK but would benefit from exchange.
Limited numbers of lockers or closest. OK for one person but somewhat narrow for two persons.
Local lighting for reading not so good.
Late housekeeping one day.
March 3, 2014
Rated 5 out of 5 by Heathrw81 The staff made my stay even better
The Moana Surf rider is a beautiful hotel! The staff is very friendly and attentive. A few people on the staff went above and beyond. Roxanne at the tours and activities desk was just amazing. The poor woman was swamped everyday but she still had a smile on her face and kept trucking on. She gave us great tips and told us not to over book. Which ended up working great. we have a good balance of activities and down time. She is such a beautiful person inside and out! We really enjoyed speaking with her daily.
Johnson was our man in the Beach Lounge. We enjoyed seeing him every morning. Anything that we needed he was there before we knew we needed it. another great person we enjoyed speaking with.
Lastly is Taylor, also from the Beach Lounge afternoons. Very attentive and super friendly. She was able to answer any questions we had. If she didn't know the answer she went out and found it for us! She did such a great job!
I want to thank each of them for making our stay!! Thanks guys! You should give them a raise :)
March 3, 2014