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General policies & fine print
Ratings & reviews
TripAdvisor traveler rating6713 reviews
No attempts to make things right
Most of the staff is great, but it feels overshadowed by an experience with a worker in the pool area named Hulai. An error was made on the hotels part regarding a cabana reservation. She handled the situation so poorly, did not apologize and made like it seem the error was on our end. Zero accountability or attempt to make things right and left a terrible TERRIBLE taste in my mouth.
Great Location and Outdoor Spaces
The location of this hotel is its greatest asset, along with its outdoor spaces that front Waikiki beach. As well, staff were professional and friendly. As many others have mentioned, hallways and rooms are tired and need a remodel. Room and bathroom were clean, but it’s hard not to notice how dated the bathroom was. The tub faucet handle and tub drain were rusting and discolouring. As well, wallpaper had some water damage. The door frames and mouldings in the hallways need a refresh as they were consistently scuffed, stained, and aged the hotel. We stayed at a VRBO for the first part of our trip and that condo was significantly more luxurious than the Moana Surfrider. For families, it might be tough with double/full size beds and I would suggest adjoining rooms to be more comfortable. As well, if you’re looking for a hotel with a pool, the pool is small in relation to the size of the hotel. Also worth noting that the pool closes at 6pm everyday, which can be a bummer for families.
Extremely disappointing , rude staff!
We were a party of 6 staying for 8 nights. We paid for a sea view room which we hot and the view was amazing, however the rooms are tired, bathroom small and beds small. For three people , a tiny sink and no storage for toiletries for all of us! I got up early and went to the gym, which was well equipped but clearly not vleaned very well as debris from days before still on machines a few days later . At around 7am after the gym, I decided to walk around to get my bearings, I was amazed to find how small the pool was and the fact that every sunbed was taken at that time! As the days went by it was clear you had to be there at 4.45am to secure a bed, very disappointed to see pool staff reserving beds for some lucky residents, not sure what the arrangement was there!!! The beach is a step away which was great but given the lack of free beds to see the charge gor 2 beds on the beach was $85 a day and $140 for a cabana, bit naughty when clearly there isn't enough space. The pool are is very noisy, lots of unruly lots squealing children, not the hotels issue I know but given their rules stipulate that you mustn't be disruptive it would have helped....what I'm saying is, this is not a relaxing space at all! The other issue is the proximity of some beds to the restaurant and constantly having menus thrust in your face. I heard waiting staff criticising patrons on beds , saying they weren't their priority and that only those customers ordering food are a priority! One day, I wax challenged for eating my own snack and told it was their policy. A manager called Paige came yo speak to me, apologised, and said it was NOT their policy at all and offered us free bfast vouchers, which seems to be the stock response to rude staff. On the last day, I was challenged again and explained what Paige had said, her response, 'Who is Paige!' After dinner (not on thr hotel) we decided to have a nightcap and sat down at a table at 8.55pm to be pounced on by a waitress saying the tables with cloths on wer only for doners, service stopped at 9! Really, there was hardly anyone there. My husband went to the bar to ask if he could order drinks to be told, 'Yes, if you get to the back of the queue!' Terrible attitude. We ate out every night, don't think I've ever been anywhere in the world where we have chosen not to eat in our hotel. Other places were great and staff great. The only person I felt was the concierge Mary, who was extremely helpful. I asked for 2 robes at reception , checked again the best day as they hadn't arrived! Check out at 11 am and no facility unless you pay premium prices to get a shower snd changed, once again. I've stopped all over the world, and this has always been an offer or, at the very least, shower facilities inside. I was told I could use the shower on the beach! Great! Ultimately, the reputation of thus being the first lady of Waikiki and beachside carries thus hotel,tge staff are generally complacent, and it appears they feel they don't need to try! Very poor, lots of better hotels for service on this island!
Sarcastic, disrespectful, unprofessional valet
I hate the valet at this hotel. They stand around talking to each other. I pulled up and was already late, and they continued to ignore me. I had to get out of my car and hail one of them- a young male saw me; I said I was running late and asked him to please hurry up to take my car. He made a sarcastic comment something like "You just got here, blazeh, blazeh (BS)....", so I asked what his problem was. Stupid no class. I have never encountered a disrespectful valet anywhere. I hate disrespectful young people who have no class. I will not return to this hotel for any business.
The Moana is the least ugly of all the ugly hotels on Waikiki beach. The historic part of the hotel from around 1900 is really special. Also the terrace facing the beach with the huge banyan tree is fantastic. That however, is unfortunately all the good I can tell from my seven day stay there. Reception staff was unwelcoming when I arrived, actually all staff except for the housekeeping service on my floor are not at all displaying any of the famous Aloha spirit. Pool staff is downright unfriendly. As a hotel guest you have to actually rent the sunbeds on the beach (around the pool you don’t but there are too few and they are towel-reserved by guests by 7am at the latest …) oh, and the WiFi really sucks