Rated 3 out of 5 by ronton Platinum status just doesnt matter here anymore.
Obviously this hotel doesnt value the starwood preferred status. As a platinum member you just come to expect some things from starwood properties. Check in was great (except somehow we got skipped for the lais that the other guests seemed to get) we did get upgraded to a nice room which was awesome, as I park a car, I am ok with the resort fee. In the past at the resort when I have stayed we have had a welcome fruit basket, which I always thought was a nice touch of recognition, but as a business owner I understand cut backs and a changing economy. My bad experiences started with the free continental breakfasts that Platinum guests can now choose as there welcome ammenity. I honestly think the hotel resents giving this out. Our experiences over the first 3 days at breakfast just got progressively worse until I talked to the restaurant manager, then the guest services manager, and no one seemed to have any empathy or see anything wrong with the situation. Again as a business owner, I look at problems as an opportunity to fix the situation which is much better than letting the unhappy guest go away and stew. I found their response to be almost more disconcerning than the original problem (which in fairness they did comp the 2 days breakfasts that we were wrongly charged for) The issue wasnt about the price though for the breakfasts it was about how the restaurant made us feel through using the "coupons" and in each and every case it was far from being a valued platinum member. At a sister starwood property almost next door, the platinum guests get a platinum wrist band for special recognition and preferred seating at the restaurants, not treated like 2nd class citizens.
March 31, 2012
Rated 4 out of 5 by SMF426 Lovely but silly add ons
Great hotels don't nickel and dime you. I was as a platinum lifetimes offended by the 25.00 resort charge for things I am supposed to get free anyway. insult that more and you pay 50.00 to sit on the beach with an overcrowded pool area. Just outrageous, but the rooms ar lovely in the tower and the staff did try to go the extra mile.
March 24, 2012
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 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 4 out of 5 by jruiz good, but could be better
1)mandatory hotel charge should be optional, If I don't want WiFi, then don't charge me for it. Also, the included free 4x6 picture is only of the tree background, why not the beach? Photographer unwilling to work with us, why would we fly to Hawaii to have a tree as our background photo? Why couldn't we have a choice?
2)bartenders by the beach need to pick it up, no enthusiasm whatsoever
May 14, 2014
Rated 2 out of 5 by zmanla Unfriendly staff ruined our stay
We love the Moana Surfrider and looked forward to our visit for months. But the moment we arrived, we were greeted with unsmiling, unwelcoming staff members that made us feel like we were a bother most of our stay. It started with the guy who checked us in (would it hurt to smile and say, "welcome"?) . Then the servers at the beach bar didn't even say hello, rather, "What do you want?" The servers and people who seat you (especially the two older Hawaiian men) were down right scary. No smiles, no welcomes, nothing. And the women working the counter at the Surf Rider Café? Just as bad.
After 6 days of this kind of treatment, we couldn't wait to leave. Our advise? Find a friendlier hotel....
May 27, 2014
Rated 1 out of 5 by Washington4 NOT an SPG hotel
This was a beautiful hotel, but it did not meet expectations for being a Starwood/Westin property. At all. I almost asked at the desk a few times if our reservation had been messed up, because our room and bath were tiny, absolutely NO view (could never have the blinds open for privacy reasons), and noisy. The SPG status meant nothing. No reason for the SPG line at the desk, as no one was there. The "resort fee" obviously bought you nothing, as you still needed to pay to get umbrella cover and chairs, as the pool was always crowded and did not accommodate many guests. Waitstaff from the bar were abrupt, but made clear what you should tip?? Oh my goodness. It is in a good location and a lovely lobby, but that doesn't really make up for all that was lacking. We often stay in Westin hotels, and were disappointed with this visit.
June 14, 2012
Rated 3 out of 5 by Diane Suggestions
1. Bathroom ceiling had mold over entrance door that was growing during our stay.
2. On our first full day we left the room at 7am and it wasn't made up until 2:30-inconvenient.
3. The main reason we go to the Moana Surfrider is for the relaxed island atmosphere. No longer does the back porch offer that relaxation. There are 2 or 3 computers set up at each high top table doing business, while people are talking loudly on cell phones in the lounge chairs. there was even a man pacing back and forth under the Banyan tree while on a business call on his bluetooth. I could not read my book or a newspaper with all the business going on. I felt like I was in New York. I come to Hawaii to relax, not to listen to overwrought techies. It ruined the Banyan Courtyard serenity. Put them in their own room!
This is our 8th stay at Surfrider.
February 3, 2013
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.
May 16, 2012
Rated 5 out of 5 by SBMD Great Location on Wailkiki Beach with Grandeur and Style!
The best location on Waikiki Beach with Grandeur, Style and an Old World charm! Exceptional service with a smile from friendly and professional staff! Definitely not your generic resort hotel!
May 14, 2014
Rated 5 out of 5 by SPGGirl Our Favorite Waikiki Hotel without question!
The Moana Surfrider has the unique charm and architectural intrigue you might expect from the iconic First Lady of Waikiki, but the staff really make this property shine. Maitre D's and Bellman that have worked there for 30+ years truly love their jobs and care about their guests.
The restaurant is outstanding, the beach amenities are perfect and the value for the Resort Fee is more than fair.
The only two negatives are that the bathroom is a bit small in the heritage building- but that is to be expected. The greatest drawback quite frankly are the other guests who seem to have an incredible sense of entitlement. The complaining I heard about having to wait for a table at breakfast during peak times, or the lack of chairs at the pool during Christmas vacation was outrageous and embarrassing. The staff at this property are sincere, helpful and deserve a medal for dealing with their impatient and rude customers!
January 1, 2013
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.
June 18, 2012
Rated 1 out of 5 by mamajill Noisy, Cramped Room
My husband and I spend last weekend at The Moana Surfrider to celebrate our wedding anniversary. When we arrived, we we were disappointed right away by the size of the room and bed. My husband had paid in advance, and it was confirmed that we would have a king size bed. The room was so tiny, with only one double sized bed. When my husband went to the front desk to share his concern, he was told there was nothing available with a king size bed, even though the reservation had confirmed it already. The bathroom was so tiny, my 6' ft tall husband could not even sit on the toilet correctly because his knees hit the doorway. Regardless of the size of the room, the outside noise level was obnoxious. Even attempting to get any sleep before 2 AM is a joke. The noise of street performers, traffic and people outside was outrageous. Not to mention through out the night we could hear every word of outside late night arguments, and drunken hollering. Both my husband and I agree that we have never had such a disappointing, sleepless stay in our lives!
May 29, 2012
Rated 5 out of 5 by vins27 Best beach side hotel!
I made advanced reservation over 3 months ahead I'm glad I did. Hotel was fully booked because of four weddings on my 5 days stay there. Besides being SPG Gold and check-in early, I also paid small upgrade fees to get double beds with partial oceanview on 7th floor. It's really worth it, just do all you can to get oceanview room, it's really gorgeous and worth it.
Only down side is there's no parking lot and you must park across street with its sister hotel chain. Besides that everything is perfect and for sure will stay here again next time I come back.
April 2, 2013
Rated 5 out of 5 by NZGirl Fabulous Ocean Front View
At the time of my booking I mentioned it was my husbands birthday. When we checked into our room, I opened the bar fridge and to my surprise found a plate full of delicious fancy chocolate with a chocolate enscribed "Happy Birthday" on the plate. WOW! I had forgotten that I had mentioned it but they remembered!
I would highly recomend this hotel to anyone who wants to experience Waikiki at it's finest. The staff shone with Aloha Spirit and were so helpful. The view from our room was breathtaking, the bed and pillows were delicously comfortable.
November 16, 2011
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.
September 18, 2012
Rated 5 out of 5 by Vincos Splendidly Evocative of Old Hawaii
I cannot imagine a more superb location or delightful atmosphere than those provided by the Moana Surfrider. Sitting in a rocking chair on the front verandah watching the world go by, enjoying hula under the magnificent Banyan tree at sunset, dining on the gorgeous terrace overlooking the Pacific...these are some of my finest Hawaiian souvenirs.
The recently renovated rooms are upbeat but still respectful of the hotel's great heritage. Being greatly interested in Hawaiiana, I loved the small museum dedicated to the hotel's history and my only regret is that the historic tour is not offered on a more frequent basis as I was unable to join one.
March 6, 2012
Rated 4 out of 5 by Norsemen1970 Great Hotel that needs help
The staff is really 1st rate and the location is second to none. If we return to Waikiki, this is where i want to stay, but they will need to spend a few more dollars on the maintainence of the rooms. We stayed in the Towers and the bathtub re-finish was peeling off and looking like a tub in a cheap hotel. Also the wall tiles were stained and not appealing for a 5 star hotel. Grout was missing from the floor tiles and what was there was discolored with ground in dirt. Please attend to these things so we will chose to return.
November 15, 2012
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!!
August 10, 2013
Rated 5 out of 5 by Shetiger Outstanding Staff
The day we arrived I was sick and had been for 3 days. Between lunch and dinner hours the kitchen is closed for preparation for the next meal. My husband called room service to see if we could get some Miso soup. The staff said they will check with the chef and call us back. They called back immediately and said the chef will make it for me. I was so grateful as I was very nauseated from medications I was on. It was the best Miso soup I ever had. Also when they brought us our welcome package consisting of a fruit bowl and some chocolate macadamias the chef also included a package of crackers for me. Thank you so much for caring. The soup took the nausea away.
May 12, 2014
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.
November 20, 2012
Rated 5 out of 5 by aaah13 Great place
It was well woth the wait to stay here!
June 1, 2014
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.
August 13, 2013
Rated 5 out of 5 by NO14 Amazing customer service
Not only is the hotel a beautifully landmark, it is also centrally located in the Waikiki. You have access to major shopping areas, restaurants, and of course the beach. What sets this hotel apart is the great care they make their guests feel special. If you don't have access to their Beach Club, I highly recommend you upgrade your stay. It is worth it. I look forward to my next stay.
April 23, 2014
Rated 1 out of 5 by dibs Disappointing
- I've stayed at 20 Starwoods' properties during the past year. For many reasons, this ranks the lowest of all of them
- staff not interested in giving the guest the best service - felt like I was punished for voicing my displeasure (given a room on the noisy street); continental breakfast policy (they deliver buns and fruit to your table, if you go into the buffet room, they charge $20)
- SPG Platium status not acknowledeged; never received proper check-in briefing; some benefits not delivered until after I aksed (bottled water)
- when moved off the street to another small room, waited 3 hours in the lobby for the new room and another 1.5 hours for the luggage to arrive
- the most common phase I heard from staff was - "sorry"...
- at check-out, was not asked how my stay was; I know why they don't ask!
January 17, 2013
Rated 5 out of 5 by ESHfromMaui Amazing Hotel
The Moana is filled with old world charm and modern convienences. The tower rooms are spacious compared to the historic rooms. I have stayed in both. I really like the character of the historic rooms....but you have to know what you are getting....you have to want a cozy room with character. If you want more space and a lanai then book a tower room. Historic rooms with 2 beds are much larger than a historic room with a queen. Any city view room can be a bit noisy...if you are a light sleeper you may want to keep that in mind. Nothing beats sitting on the rockers on the front lanai or listening to music at night on the back lanai. It is paradise on earth.
August 23, 2013
Rated 5 out of 5 by Maureen This hotel makes me feel like I have come home to the most wonderful place that I could ever be.
I am at peace while we are here. Nothing matters to me except to relax and feel refreshed when we leave. I always get tears in my eyes the night before we leave because I know I will never feel this good until we return again. It is the most romantic place that a couple can go to. The staff treats you like you are royalty. I love the history of the hotel and it makes me want to go back in time and be present when the hotel first opened in 1901.
October 27, 2011
Rated 5 out of 5 by geoden friendly staff, lovely ammenities
room had excellent ocean view, great beach and pool, comfortable beds, quiet sleep, (no street or elevator noise!), attention to detail and cleanliness, friendly staff all around, gym, lovely restaurants and fresh juiced greens at poolside surf shack for breakfast! couldn't fit in the spa this trip tho.
May 28, 2014
Rated 4 out of 5 by Edits Ms. Edith
Location is excellent, the staff are great. Everything is close by.
May 30, 2014
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.
September 6, 2012