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All reviews beach bar the banyan tree rocking chairs tower wing oldest hotel waikiki beach beautiful hotel original building ocean view diamond head resort fee an umbrella our honeymoon per day the royal hawaiian love this hotel an upgrade
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Reviewed 20 December 2022

Great bed, room with a view and service. Only upgrade needed is the leaky overhead shower which is terrible when you pay top dollar for a suite, and should be changed out. Other than that, nearly perfect!

Date of stay: December 2022
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank jerzgrl69
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Team Marriott, Guest Services / Front Office at Moana Surfrider, A Westin Resort & Spa, Waikiki Beach, responded to this reviewResponded 20 December 2022

Aloha jerzgrl69,

Mahalo for taking the time to tell us about your stay at Moana Surfrider, A Westin Resort & Spa, Waikiki Beach. It is a pleasure to know how much you enjoyed our thoughtful hospitality and your revitalizing guestroom featuring scenic views and our signature Westin Heavenly Bed®. Having said that, we regret the maintenance issue you came across and any inconvenience it caused. We will address this appropriately, and we appreciate you letting us know. We hope you will come back to see us soon. Merry Christmas and Happy New Year.

Mahalo,
Guest Experience Team
Moana Surfrider, A Westin Resort & Spa
moanasurfriderexperience@westin.com
808-922-3111

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 December 2022 via mobile

For non American visitors, I wanted to share some costs which I hadn’t prepared for.
First of all the $42 per day resort fee, even if you don’t want to use any of the facilities.
The astronomical cost for using a sun bed or renting a cabana, which bizarrely isn’t included in the resort fee.

The beach was absolutely packed and to get to the sea, you had to weave your way past people sitting on towels on the sand.

One towel each per person,which you had to swap a room token for, when you returned the towel, you got your token back. I wasn’t prepared for this, but it seemed to be the norm in any of the Hawaiian hotels.

The hotel was busy, lively, noisy and staff we’re all great, rooms tiny and outdated but a lot of history in the hotel and great location.

Date of stay: April 2022
Trip type: Travelled with friends
2  Thank JenFerUK
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Team Marriott, Guest Services / Front Office at Moana Surfrider, A Westin Resort & Spa, Waikiki Beach, responded to this reviewResponded 16 December 2022

Aloha JenFerUK,

Mahalo for being our guest and for taking the time to write your review. We appreciate all of your feedback, the positive as well as the things that would have advanced your experience. We regret your dissatisfaction with our resort fee. These fees are listed on our website, and we will share your comments appropriately. We also apologize for any frustrations you experienced due to our active lobby, and mahalo for your patience. We are always looking for opportunities to improve our guest experience, so we are grateful for all of your feedback. On a positive note, we appreciate you mentioning how much you enjoyed our beautiful architecture, Hawaiian hospitality, and unbeatable beachfront location. We hope you will consider returning to our hotel so we can provide you with the dynamic stay you deserve.

Mahalo,
Hotel Executive Office
Moana Surfrider, A Westin Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 December 2022

We stayed here for 4 wonderful nights and had a great time. The staff was friendly, the rooms were spacious, and the view overlooking Waikiki beach was over the top. We picked this room because it was our first time to Hawaii and wanted to make it special. We were not disappointed. Wonderful amenities, excellent food, great valet parking service, and you are right on the beach.

Room tip: We booked a room overlooking the Ocean !!
Date of stay: November 2022
    • Location
    • Rooms
    • Service
3  Thank DannyWasserman
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed 11 December 2022 via mobile

Stay away. You’ll get better service and prices anywhere else for half the cost. People are nice, organization is absent and so is leadership helping their staff ensure guests have a stress free stay.

Currently staying here and have spent at minimum 5 hours of my time troubleshooting all aspects of my stay (and feeling compelled enough to write this review). We are here for our one year wedding anniversary. Everything from misleading rooms and misstated views, with confusing room types, to dealing with a front desk service woman (short, bangs) who was so rude and condescending that she made my wife cry when my wife asked for a room change. She told us there were no other rooms and we should just deal with it, after waiting 30 minutes for the front desk to answer the phone and 30 minutes in line after that to speak to someone in person. My wife pushed and she finally, “somehow”found another room.

Once we were told there was another room, with the view we paid for, we found out it was only a double bed room and we were told there were no other options. Suffice to say - why would we stay in a double bed double size mattress room when we’re on our anniversary??

After talking to three separate people at the front desk over two hours, we finally spoke to a manager who magically found another room we could move to the next day. Again, not for the view we paid for but at this point we just want to enjoy our stay and don’t want negativity hanging over what should be one of the best days of the year for my wife and I.

That all happened yesterday… now today, we paid for chairs by the beach and there was a woman sitting in our paid for chairs. I get that mistakes happen but the back to back issues are infuriating. She refused to get up and dismissed us when we approached her so had to ask the beach team to help. Which they did and I’m thankful for, but we still had to wait for them to figure out the issue - more time wasted.

Today when we checked out of the double bed room, it took us about 30 minutes to talk to someone at the front desk. People were cutting in line and it seems like having an elite status is a gimmick and doesn’t really do anything for you. What’s the point of having a dedicated line for elite members if front desk staff don’t give that line priority? Anyway, we overheard the person in front of us ask for a room change and she was immediately given the room we asked for yesterday - even though she only asked for it in that moment unlike us who asked for it 16 hours ago. That pushed me over the edge and now I’m writing this review to help others save their time (the one thing you’ll never get back) and hard earned money.

Side note - never order chicken here. It’s served raw and looks pink. According to a waitress, it’s cooked that same morning and reheated upon ordering. Disgusting.

Date of stay: December 2022
Trip type: Travelled as a couple
3  Thank Oscar D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Team Marriott, Guest Services / Front Office at Moana Surfrider, A Westin Resort & Spa, Waikiki Beach, responded to this reviewResponded 13 December 2022

Aloha Oscar D,

Mahalo for choosing us and for taking the time to post your review. We apologize that the room type you requested was not available, and we regret any frustration and inconvenience this caused. We do everything possible to honor requests; however, depending on our occupancy, it is not always possible. Our associates strive to provide thoughtful and anticipatory service, and we are disappointed that we did not meet these expectations. We have shared your concerns with the appropriate individuals to ensure this is not repeated. We also want to extend our apologies for the disappointing experience you had at our restaurant. We are grateful for your feedback as we are continually striving to improve our guest experience in all areas of our hotel. Please reconsider staying with us so we can show you the meaningful hospitality you deserve.

Mahalo,
Hotel Executive Office
Moana Surfrider, A Westin Resort & Spa

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Reviewed 9 December 2022 via mobile

Beautiful iconic fantastic hotel with the most thoughtful and helpful staff I have ever had the pleasure to meet. The manager, Tehani who oversees guest services and has many other responsibilities is the consummate professional. Tehani truly cares about her team and they all work very hard to make sure each and every guest has an experience that makes you feel like royalty. From the moment you arrive at valet, Frank and team are there to greet you - front desk, Keith took great care of me and all the other team members from the beach bar staff / pool desk staff etc were all very engaging and attentive to each and every one of the guests they interacted with. Thank you MOANA - I look forward to my next visit.

Date of stay: December 2022
Trip type: Travelled on business
Thank LynnSchemmel
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Team Marriott, Guest Services / Front Office at Moana Surfrider, A Westin Resort & Spa, Waikiki Beach, responded to this reviewResponded 9 December 2022

Aloha LynnSchemmel,

Mahalo for choosing the Moana Surfrider, A Westin Resort & Spa, Waikiki Beach and for your fantastic review. We seek to provide authentic, thoughtful service, and it is always pleasing to learn that it is making a difference. We will share your generous comments with Tehani, Frank & Keith and thank them personally for the work that they are doing daily. We strive to combine meaningful service with enriching style, and we appreciate your acknowledgment of our efforts. Mahalo once again for your recommendation, and we look forward to seeing you again soon.

Mahalo,
Guest Experience Team
Moana Surfrider, A Westin Resort & Spa
moanasurfriderexperience@westin.com
808-922-3111

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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