Moana Surfrider A Westin Resort and Spa Waikiki Beach, Honolulu

I made my reservations 6 months ahead of time as I was giving myself this trip to celebrate my 70th birthday. At that time I explained I was disabled and have a history with this hotel, as I was born on the island and my Mom and Dad used to visit the Banyan court to listen to "Hawaii Calls", and could I possibly have an upgrade. I was promised I could. On my past visit to the Moana I was treated like a princess, and while I did not expect that to happen this time, I did expect "Aloha Spirit". You used to be greeted with a Lei, a scented wash cloth for your hands and face, and juice handed to you. Now- no lei, no wash cloth, Juice in a automated machine-help your self. I was taken to my room, that was not much more than a cell, the door so heavy I could barely open it. I had a walker to manipulate through the door and between that and the heavy door it was very painful. I have compression fractures of my lumbar spine and have to be very careful. OK, back the room. I tried to open the windows. Could not. The remote to the T.V. did not work. After calling this was handled with the comment that I may be glad not to have the windows open.????????? Luckily the guy knew how the tv worked and explained or I would have been tv less. My view was of a filthy roof and then the street- I was on the third floor. There are so many things that came up I can not tell you. Asked for a knife and fork to take to my room.. No that has to come up with housekeeping and you will be charged. On Sunday there was a Ceremony on the beach and we were to all come in bathing suits so after the ceremony we could go into the water. I called down to the concierge to make sure this was on the public beach, as the drop off on the Moana's private beach is not something I can do with my back injury. She checked and said that indeed it was safe for me and they would have someone there. No one was their and it was the drop off and I fell. I could go on and on, but it makes me so sad. I have a bill for almost $2,000.00 and while I was able to make some good memories, they could have been much better. Oh yes, they were indeed right about the windows being closed.. The noise at night was awful. Saturday night was the Aloha Festival and I went to that. This makes me sad to write and brings it all back. This will be my memory of my last trip to the land where I was born. Leilani I was there for 5 nights and every day there was another problem. Some handled some not.

It looks nice in the pictures, but the details are lacking. For example, our bathroom light was flickering off and on; the chipped and mildewed tub needed to be resurfaced and re-caulked; there were visible spots on the rug; the "luxury" robes were thin, cheap knock-offs; newspapers were delivered in the afternoon; the cord for the tea kettle was about 3 feet too short to reach the outlet; the "safety" flashlight on the bathroom had visible battery corrosion through the exterior. All of that would be acceptable if it, and everything on site, weren't so ridiculously expensive. With their prices, there is simply no excuse for them to cut corners like they do.

Dislikes: rude vulgar servers in the beach bar unfriendly waiters on the veranda lack of customer service training

I called Starwood Hotels to inquire about making a reservation for 6 nights at their Moana Surfrider Hotel in Honolulu using my Starwood points. The hotel website indicated a standard room was available and upgrades purchased at checkin. I was interested in booking a room in the “Towers” building of the property with a balcony, so I called Starwood reservations. I was told the Tower rooms were given to Preferred Members “if available” at check in. I then specifically asked the agent if Starwood allowed free updates, i.e., to the Tower rooms, and was told “yes.” Several days before our departure I rechecked availiability, and again there were Tower room available. Still, I wondered about the “free” part of the Starwood program, I was willing to pay extra points for the upgraded room. So, 2 days before departure, I called the local Moana Surfrider Hotel, an 808 area code. Again I was told the same – free upgrades if the Tower room could be obtained if one was available. Well, I felt more certain and did not want to look foolish at the reservation counter with my wife. Upon arriving, I spoke to what seemed to be a special reservation agent for "preferred" guests. We stood at this agent, 50 minutes waiting while all others guests in line had been helped. She continually gave us an indication that she could find an available Tower room. Then at last the moment came, she had a nice room for us. But it would cost $600 (actually $677 - plus tax). Surprise. I explained what I had been told by 3 previous reservation agents, but she insisted that was NOT the policy. Now after standing there for 50 minutes and knowing my wife was anxious about the room, I said okay but firmly said I had been specifically told 3 Starwood agents that was not the policy of which I had been informed. To make things more embarassing, the agent indicated I had to pay for the room “upfront.” I never had paid upfront. Another embarassment. Nonetheless, the agent told me that I must sign and pay for the room right then. Well, at that time I asked if I could pay for the room using my points. The hotel agent tried to figure out how many points it would be, but she was unable to do the calculation. She only keep saying, “It’s a lot of points, a lot of points.” But I knew the points from the Starwood internet chart. But she couldn’t tell me – too complicated for her. Finally in frustation, I just signed for the room and paid with my AMEX card. My wife was veryy anxious and had sat down. After getting to our room, I called Starwood reservations to verify the company policy. I spoke to 3 agents and explained what had happened. They both said, “That’s terrible, and its NOT Starwood’s policy to charge for upgrades if available at the time of checkin. I was transferred to the Starwood Corporate Customer Service. It was then I spoke with “Thomas.” His impression was the same as the other agents. So he called the hotel. He came back on the line and advised me the same that the hotel had me. He said he would investigate and “make things right.” Well, the day before checkout, my wife and I looked at the hotel bill on the TV. And lo and behold a $677 credit was on the bill. All seemed well. But went we went to check out in the morning things had changed. Suddenly there was NO credit on the bill as indicated. What was going on I had no idea. Moreover, we got the same agent check out, yuck. And we again went through the same thing. No the customer ISN’T always right there, just a snotty attitude. So she said she would go and get the manager to see me. Another 20 minutes passed, waiting at the counter. Finally, another lady came out, and again we went round and round. The manager I guess stayed in his big office and thought only to send his assistant, we were not good enough for him to see personally. Wow. And we were told he was not going to change his mind about the charge. Do not stay at this hotel until they change management. They never made things right.

I like the classy-ness of the hotel. It feels old school with a respectful classic feel. Everyone is very "aloha" and professional. Hawaiian residents are very family oriented and make you feel at home. I love that. The only down side is that we got a room at first in the historical part of the bldg. and it was a cityview room. do not get one if you don't like noise when you sleep. It's so noisy, it's like your windows are open and the noise is on your side of the block. You hear the entertainment across the street like it's in front of your window. Also a good thing is the international market is really across the street and is so fun to go to really everyday to find fun souvenirs for your family. You really can deal with the vendors. Go towards the back for better deals. They don't get as much business and they'll want yours....Overall the hotel is awesome. I'm a young 31 year old mom with a 10yr old and it was very nice for us. Hope you have a good time!

This hotel is 1 of the landmarks along Waikiki. The hotel rooms are big and has that oahana feeling. The bad thing about Moana was that theres no free wifi in the rooms =(

Stayed in this hotel over Thanksgiving 2008 - my third time at Moana Surfrider. First couple of times were outstanding! Old world charm with great service and ambiance. My most recent stay was something I would rather forget. Room was disgustingly dirty and was extremely noisy.. Poor windows. Had to switch rooms twice to get one that is barely acceptable. Rooms were extremely tiny. Tried to go to the Veranda restaurant for breakfast at 5:30 AM. They don't open till 6AM so we hung around the porch. At 6AM, we attempted to have breakfast there but was told that there were others (Japaese tourists) in line and I have to wait. That's ok but he was VERY RUDE!!! Plus, these guest were sitting next to us on the porch, not in line. I didn't want to make a scene so we decided to forego breakfast at the Veranda. I can only assume that they treat Japanese tourists a lot better than they treat American citizens. I won't stay there again. It's unfortunate as I've stayed at Moana Surfrider every time I am in Honolulu.

Wow what a place. The building is so beautiful, Victorian like and elegant. Front porch offering large wooden rocking chairs. The back veranda has dining and off to the right a beautiful, comfortable sitting area with big soft chairs and nice tables. Read a book, or just gaze at the ocean,the banyan tree, which is spectacular or nap. Across the street are many stores, from the international market where you can barter or just a couple of blocks down are the Rodeo Drive of Hawaii stores. Diamond head is up the road a bit and so worth the climb for a stunning view you won't forget. Tons to do here.Oh yes,It is very clean and tidy which means a lot to me. You must come see it at least once and I'm sure you'll be planning to return.

Well the service was great. The view from you're room is so beautiful, the only thing that doesn't seem too great is the money. Lot's of money. The people there are nice and kind. And it's great to bring the kids, and to enjoy a swim, and a massage. Great place looking forward to going back.

My husband and I just returned home after celebrating our 34th anniversary by staying at the Moana Surfrider. The Old World charm was magnificent and the service we received was perfect, which gave it "character" not seen anywhere else. Just sitting on the veranda gave us the feeling of "home". Thank you for a memorable vacation! The staff,location and service were superb!!