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 5 out of 5 by hbluna79 Appreciate the upgrade. The Tower Wing was my favorite.
Stayed in this Starwood property 4 times last year and twice in the last two months and the Tower Wing is by far my favorite. Couple of times, I was dissatisfied with the internet, speed was extremely slow and trying to do work was frustrated. Had to carry my laptop and work out of Starbucks. But this past stay, in the Tower Wing, internet was better than Starbucks.
This four star elite greatly appreciate the upgrade and hopefully will be assigned in the Tower Wing for now on.
Only complaint was I paid a 25.00 resort fee and I heard other customers checking in paid 18.00 resort fee. Since I paid using points, I didn't matter to me.
January 14, 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 5 out of 5 by Peter0308 Hotel is truly excellent in all accounts
From check in to service, to dinner and pool activities the hotel catered for our family well. The room was spacious for our family of four with stunning views.
June 30, 2013
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 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 5 out of 5 by CarrieJ Shhh, I don't want this place too crowded
Hey, this group of welcoming and top caliber staff and management deserve the highest honors, but always when something is this good, it usually gets spoiled somehow. So please tread carefully when you come here, and don't abuse this special combination of everything we love about Westin. Beauty, tranquility and style... super clean and comfortable...well designed resort programs that are free or reasonably priced, and professional staff that like their jobs and their guests. Kudos to Noelani and all the team at the new Beach Club - Surfrider's version of a Club Lounge for Platinum as well as availability plus extra fee for others. That has to be the best secret - so shhh, and I wont tell you all about it (beach front views, great light fare, sunsets, comfort and elegance). I also loved all the live music night and day, the daily yoga at the spa, spa treatments, and the lobby offering a Westin superfood elixir each day. Oh my, I can't get back here fast enough!
Cons: desk chair is too hard and uncomfortable to sit on for long, bath gel must be requested (standard leaf shaped soap is always too drying) , shower cap must be requested, but thanks for providing upon request!
December 19, 2013
Rated 5 out of 5 by Stu59 Location and atmosphere
All staff were friendly and welcoming. Loved the charm of the original Hotel foyer and the Banyan tree court yard. Location excellent.
July 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 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 4 out of 5 by Cassie3782 The hotel is beautiful; Unexpected charges at end
All in all our experience was magnificent. The hotel was beautiful, the room was great, the staff was friendly and welcoming and the food was superb each day. Our only negative experience was checking in and checking out. Upon checking in, the gentleman checking us in forgot to give us our breakfast coupons with our room, as breakfast was free with the room we chose. Then upon checkout, we found out about an addition $31.41 charged each day as a 'Resort Fee'. We were not informed about this as well upon check in and were quite discouraged about an additional $282 charge on our credit card when leaving. As if almost $400 per night wasn't enough.
August 27, 2013
Rated 5 out of 5 by StevePDX Quality Hotel
A beautiful grand hotel with a great staff. Definitely a classy establishment. We where treated very well. Great beds, although they don't offer queens which is odd since the rooms are large enough.
The only negatives for us is that it the place was hoping, lots of people staying there so often it was hard to get a chair by the pool or facing the beach. If you stay on the side that faces the Outrigger it can be a bit noisy at night but not unbearable.
We split our stay between this hotel and a condo and while the condo saved us money on food (food and drinks at the hotel is sky high), we definitely enjoyed out time at this hotel the most.
June 2, 2012
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 5 out of 5 by Lappl22 Terrific time
We stayed here to celebrate a special anniversary. We were treated royally!
August 3, 2013
Rated 3 out of 5 by tucsonguy Great staff attention, but needs repair and management improvement
This is a lovely historic property, and for anyone who wants to be at the heart of Waikiki Beach it's ideally located. But even better are the staff: reception staff made supreme efforts to accommodate and they, as well as the bar, cleaning and other staff really "went the extra mile" to be friendly and obliging. But the (historic) Banyan Wing is a very noisy place: while I view the music from the restaurant below until 10:30 pm as tolerable, the daily set up -- banging carts, crashing cutlery, ongoing conversation -- that starts every day AT 4:30 AM is not acceptable. This is bad management: rather than 1-2 set up people from 4:30-7:00 am, get more staff for 6:30 and delay the set-up until then. Even worse, on Friday night they were out doing some sort of facilities reorganization -- banging and crashing around at 1:00 am. Combined with the single pane windows that do not close fully, the noise was unbearable (installing interior, closeable plexiglas window would allow the historical windows to be maintained without constant noise). In short: a great property with terrific staff -- but the management needs to be more attentive to the restaurant noise issue and attendant room window maintenance/repair issues.
February 10, 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.
January 27, 2013
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 Uilani We live on the Garden Island of Kauai. We decided to celebrate our anniversary on Oahu.The staff of the Moana Surfrider Hotel front desk were awesome.
Our 41 yrs. wedding anniversary
December 10, 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 4 out of 5 by Magus excellent location
excellent location, small private beach but nice anyway
October 22, 2011
Rated 5 out of 5 by CurtisW A Great Way to Do 'Nothing!'
The main purpose of this trip was to spend quality time with a very special friend and to do 'nothing' but enjoy time off! The Moana Surfrider helped us do both. As soon as you get out of your car there is a 'Wow!' factor. The property is very impressive. All our needs were attended to with a smile and caring attitude. Our every wish was catered to us. The bed, pillows and sheets... absolutely wonderful! The hotel is ON the beach. Step off the stone walkway and hit beach sand. No streets to cross or directions to worry about. The Beach Bar is located on the beach as well and under a giant Banyan tree that is as beautiful as it is majestic. The hotel has done an excellent job preserving and maintaining the growth around the property. The food was great and they had a good variety at both the restaurant and Beach Bar. The only things I would recommend to the hotel is a map showing the easiest way to access the parking and parking levels at the off sight parking. And a little more variety on the room service menu in the area of light healthy meals. The biggest negative/surprise for us were the prices for food. But in the hotels defense it was that way everywhere..... after all you 'are' in Waikiki! Thanks Moana for a great ten days! Curtis
July 13, 2012
Rated 2 out of 5 by Wal184 needs capital and better management
Interestingly none of the other reviews mentioned the 32" televisions. Really...32" televisions. I had reserved a city view King size bed but received a Double bed city view. I guess my status got me an automatic downgrade. There was no chair in the room to sit and read in. Just a dinning chair at the desk and a low armless upholstered deck chair. They were kind enough to bring an arm chair when I asked. My room had three small occular window and the only one you could get near was the one that looked over the roof. None of them opened. They had retrofitted the window frames with these cheap square plastic plantation shutter insets. The old hardware from the original stately custom shutters was still present. There was a one inch plus gap at the bottom of the hall door which was difficult to block with a towel as I had only been given one bath towel even though the room had 2 double beds. Fortunately there were three hand towels. The line to check out on a Sunday noon was too long to wait in to see my bill. There was only one poor fellow working as hard as he could and no one at the SPG sign. This is discraceful given that the hotels in Honolulu are having a record year in revenue. No reason to scrimp on staff or not spend money on the property.
July 11, 2012
Rated 5 out of 5 by Molikins First Time
Great, best Mai Tai,,fun.
July 23, 2013
Rated 4 out of 5 by Brigitt Perfect location and beautiful ocean front view
We have been staying at the Westin Moana Surfrider for the last 7 years. Always at the Diamond Wing ocean front room as it is very quiet. Our last stay dates back to April 2011 and we will be comiong again from this April 6th 2012 ! The only drawback for us is we can no longer use the diamond lawn area to relax on chairs as used to be able to till a couple of years ago. The pool side beach chairs (free or rented) are extremely difficult to get unless you line up from 6.30 am.. Too bad indeed this diamond lawn area has been permanently closed and exclusively reserved for weddings from time to time especially if you consider the room rates.
January 31, 2012
Rated 3 out of 5 by Lipoking Not what it used to be
Stayed in the old part of the hotel--the remodel looks nice, but my room was tiny and the walls were paper thin. I have over 500 nights at Starwood properties, and this was the first time I had not been offered an upgrade, even though I asked repeatedly.
The hotel made up for it by charging me an additional $100+ per night in taxes and fees. I had stayed in the tower of the Surfrider many times in the past, and the rooms were a good value, but this time I was fleeced!
If you decide to stay here, make sure you are in the tower.
We did get some excellent help from one of the valet staff, Casey, who really went out of his way to help us.
June 5, 2012
Rated 5 out of 5 by SPGTraveler02 Perfect Stay in the Heart of Waikiki
As a member in Starwood's preferred guest program, I travel quite a bit and am often impressed with the level of service that each of the unique SPG properties provide. Of my years of travel, none have come close to the level of personal attention and care than at the Westin Moana Surfrider. I reached out to Cynthia, Director of Operations, in advance of my visit, to confirm a few details of the reservation. Cynthia was warm and kind, and answered all of my questions well in advance of my visit. The day I arrived, I was thrilled with the level of attention and detail that Cynthia and her team thought through for my stay. She not only prepared a platter of Hawaiian local fruits for us, she upgraded our room to an Ocean Front suite. However, what made the vacation perfect, was her team's attention to the smallest detail. She remembered the name of my 3 year-old daughter, and when we checked in, I was beyond thrilled to see a robe in my child's size, with her name custom embroidered on it. The property itself was historic and stunning, the dinner at the Beach House restaurant is food blog worthy, the ocean view was nothing short of perfect, but the little things - the detail, is what will keep me coming back to this resort, and keep me loyal to the SPG brand. Craig - you have an amazing property, and very fortunate to have Cynthia on your team.
July 10, 2012
Rated 2 out of 5 by VeryDisapointedGuest2012 Very disapointed
We were assigned a room and bathroom that was so small, we can hitting ourselves with the furniture, inside the bathroom with the fixtures and had basically no closet space. We had to leave our clothes inside our luggage. Our room was not fully cleaned, the refrigerator still had food (smelled bad) from the previous guests, the bathroom was full of ants and the room in general smelled damp. We were told upon check in that they could not upgrade us or change us to any other room, however, in the morning we noticed that there was still a few available rooms. We believe and felt that we were treated like second class guests because we used points for our stay and do not appreciate it. For a resort that size of Moana, with several buildings the pool is too small, not enough chairs are available and it is the only hotel on waikiki without lounge chairs on the beach. We had to make a line (long line) to get towels, chairs or reserved mini chairs on the sand by 7:00 am. After 9:00 am no one could find a place to seat around the pool. This property felt and looked more like a two star rated hotel than a Westin luxuty resort. The fitness room is too smal for the size of the resort, by 6:30 am there were no treadmills available out of 4 working only (two additional ones were broken). We were not recognized or treated as Starwood members. Very DIsapointed!
August 13, 2012
Rated 4 out of 5 by Caryn3 Hotel is amazing but be careful!
I have a very mixed review because the hotel itself is amazing, the restoration of history and beauty are well in place. However, my sleep was non existent because my wife and 13 year old daughter were crammed in one King bed. Despite booking a double bed room six months ago, being a Gold Member, and checking in on time, we were told that not only were no double beds available, there were not any roll away beds available. Vey little sleep had by all. When I asked the next day what I had to do to insure a double bed next time, the front desk said it was rare. I am hesitant to believe them. Perhaps I will not stay there but I will visit the location.
March 31, 2013
Rated 4 out of 5 by CaliTransplant Pluses and minuses
Overall, a great hotel. Location is great, a beautiful property. Still missing the "Aloha" we knew previously. Check-in was slow, took 15 minutes, with only one person at the front desk. Had mixed experiences with the servers at the beach - 2 were outstanding, and one ignored us completely so we had to go get our own drinks. Spa staff is outstanding ! We loved our spa treatments and would definitely recommend to others. They still have a wonderful breakfast buffet in the morning, although we missed the Eggs Benedict. :( We come back year after year, so we always know we can count on this hotel for high quality and and an excellent stay.
November 29, 2012
Rated 5 out of 5 by FiveStarTraveller I will keep coming back....
I love this hotel. This was the second time I had stayed here and it reminded me again of everything I love about both Westin hotels and Hawaii. As soon as you enter this hotel you feel at home, greeted with a Lei and the unique smell (lemongrass?) that can be attributed to Westin Resorts.
I feel relaxed as soon as I enter this environment and a trip to the spa helped add to this. The scenic spa lounge area mixed with great service and a relaxing massage helped to de-stress and get into full relaxation mode.
This hotel has the perfect location, right on the beach with the juxtaposition of the main shopping street out the back. We were lucky to secure a corner view room. After arriving in the early morning from a 10-hour flight, the hotel was helpful in finding a room for us ahead of check-in time. The room offered both a view of the beach down to Diamond Head as well as a view out to sea. Although the rooms are on the small side, the view and location well compensated for this.
The bars and restaurants were up to par with the additional benefit of the sounds of the Ukulele wafting from the bar area onto the beach making for the perfect chill out zone.
• Location, Location, Location
Opportunities for improvement:
• Room size in Banyan Tree Wing
I would highly recommend a visit to the Westin Moana Surfrider.
Stayed: December 2012
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April 1, 2013