of TripAdvisor Travelers recommend this hotel
We stayed at this hotel in May for one night. Never stayed on Waikiki before and never will again. Have been a Starwood member for years and expected so much more from this hotel. While the entrance and lobby area was charming, the rooms were horrible. We checked in and received an upgrade. Told me they had a great room overlooking the pool. When we walked into the room we were on the third floor, corner and had no view of the pool due to the large tree blocking the view. More importantly, there were used bottled waters that had been opened and half full placed back in the area where they offer complimentary water. Disgusting. In addition, my husband said the bathroom had hair on the floor. Wonderful!. I attempted to calle down to the front desk to express our disappointment only to realize that the phone did not work and that too was disgusting and dirty. The carpet was worn and filthy. Not happy. I had to walk down to the front desk and told them the issues . They said they could move us to a better room in the Diamond Towers but that it would be a upgrade charge. I told them "No Deal" since it was not my fault that I had these issues. He graciously told me that he would move me to the top floor where it was quiet and with a view. Fine. We went to the room only to find out that it was facing the busy street of Waikiki, facing the bars and traffic. Quiet .. not a bit due to the fact that the bathroom window was an old one that had the slats that cranked out so all the noise came through there and also made the bathroom a sauna. No AC in the bathroom. The patio was very large but filthy and the cushions were so dirty one did not want to sit on them. We dealt with this room just because we had been traveling for 14 hours and was exhausted. After dinner, we came back to the room which was hot and humid and attempted to turn down the AC temp which was set at 71. Oh but that did not work either! Could not get the temp below 71 and I called down to the front desk and told them of the situation and that I would be speaking with the front desk manager in the morning. She wanted to send up a maintenance person at 9:30 pm, and I declined since we have now been up for 24 hours straight. The next day I spoke to my manager and she apologized saying that it was an old historic hotel. Really ' I asked for a late check out which she accommodated until 5 pm. The one night stay was awful and will never be back again. The second day I rented an umbrella and chair on the beach which was cramped and service lacking. On a good note, our breakfast on the terrace was nice relaxing and good food/service. We have been loyal Starwood patrons but this hotel falls short of being considered under this umbrella of luxury hotels. The next week we stayed at the Westin Nanea Villas in Maui which were wonderful then the Ritz Carlton in Kapalua which is always superb. Hope this helps.
We have been coming to this hotel for about 20 years. We would not stay anywhere else. The cabanas are a delight. We can stay out side all day and not get too much sun. The staff are wonderful. Gloria is at the pool and she has been here for some time. My daughter broke her fingered and Gloria was constantly getting her ice and trying to make her comfortable, which she has. If you are coming to hawaii don't stay anywhere else but the Moana Surfrider.
"Service is Excellent!"
Robert M and Stuart went above and beyond to take care of us while we were using one of their conference rooms. They are thoughtful, friendly and very professional. It's always a pleasure to spend time with them at the Moana!
Just came back from Hawaii this past weekend, and Im still in love with the island have the opportunity to stay at this great Hotel by the famous Waikiki beach witch it was right at my door step, great service from everyone that works for this Hotel the service is great, breakfast at the Veranda is really good, witch is a buffet but still is soooo good, you can have a omelet made to choice, the rooms are a bit small but no big deal, the beds are so comfortable that you don't want to get up so early shopping is right outside the front door or for anything you wish to do many shopps around with great food specially ramen soups if you like Japanese . so much to do and said you have to experience, This is a 5 star Hotel so you really get a great service.-
"Lacking in Service"
Similar to other comments, nothing don't expect to be treated like a Gold or platinum guest. We just hit SPG Platinum last year, and we have been to the Moana annually for the past 10 years. We were hoping our last trip to be treated as Platinum guests. Definitely not the case. It was the week after Thanksgiving, and according to the hotel staff a bit slow -- then why were we unable to upgrade our room, or check out late' Our experience was no different than in years past of being a gold member. We were not greeted with Lei's and had to ask the staff after we checked into our rooms for leis. Our kids have a tradition to leave them on the Duke statue our first day. Service at the pool was terrible, we seem to be bothering the lady by ordering. Mind you she has been there for many many years with the same attitude.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM