1st let me express we love this hotel and location and have for years. It is a beautiful old world Hawaiian style that is very refreshing on the busy Waikiki beach and we have stayed at this hotel several times; it is our hotel of choice for Honolulu, a place we love. However,we arrived to a very dirty room. Our room was ready at 3:00 as expected, and our arrival greeted with the wonderful tea but imagine our disappointment when we were ushered to a room directly across from the elevators that was dirty and needed a lot of attention. To the credit of the hotel, a cleaning crew was promptly dispatched but dirty coffee cups, walls splattered with toothpaste and coffee as well as sand in the drawers, a filthy vanity, and a large brown stain on the carpet set us up for a regretful choice. We went to the beach while our room was cleaned and found that all the beach chairs are now reserved for an additional charge of $40 per pair per day. We had just been to this hotel earlier in the year and did not know about the additional charge or need to reserve a chair. We were sarcastically informed we could sit on the sand at no charge but truthfully the chairs take up all the room and short of sitting in the area where people walk, there is no room. Furthermore, I was disappointed at the beach attendant who loudly lectured me about how it was such a bargain. We were told that we could sit on the chairs around the very very small pool but those were all taken. I called the assistant manager to express my concerns about the bumpy start to our holiday and she did explain the reason for the new policy and comped us the chairs for our 10-day stay which was above and beyond what I expected and I compliment her for that. Additionally, I do understand the new policy and how it benefits the necessity of securing a chair early in the morning, but it is still an odd policy when you are already charged a $25 a day resort fee. I did find the beach staff quite nice and generous with their time and we tried to tip generously but I was rather disappointed by this point and at the general quality of service at this hotel. We had a nice stay and think the martini bar is great as well as the view from the rooms. We tipped the cleaning staff every day and our room was satisfactorily cleaned each day but by the time you tip cleaning and beach staff, pay the $25 resort fee and $40 beach chair fees there is easily an additional $100 a day expense and that does not include the $60 a day occupancy fee and tax. This may be standard at hotels on Waikiki but we simply felt the additional fees and charges should come with superior service and attention to detail.
the tower rooms all have views but ask for a higher room and not across from the elevator as you can...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 17, 2012
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We do appreciate your kind comments about our staff and assistant manager.
Thank you for taking the time to share feedback about your most recent stay. We pride ourselves in providing a flawless experience for our guests that surpasses expectations. Clearly, from the details you have provided, we fell well below our standards of service, and for this, we are very sorry. I have shared your comments with our senior management team.
We hope that you will allow us another opportunity to demonstrate our signature hospitality, for which the Royal Hawaiian Hotel is known.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.