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“Luxury hotel? Perhaps...” 3 of 5 stars
Review of Moana Surfrider, A Westin Resort & Spa

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Moana Surfrider, A Westin Resort & Spa
4.0 of 5 Resort   |   2365 Kalakaua Avenue, Honolulu, Oahu, HI 96815 (Waikiki)   |  
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4th Night Free/Breakfast
Ranked #28 of 82 Hotels in Honolulu
GreenLeadersSilver level
Richmond, British Columbia
Top Contributor
84 reviews 84 reviews
26 hotel reviews
Reviews in 37 cities Reviews in 37 cities
56 helpful votes 56 helpful votes
“Luxury hotel? Perhaps...”
3 of 5 stars Reviewed August 7, 2013

We decided to splurge, my friend and I, at this "luxury" hotel. She hadn't been to O'ahu and therefore hadn't had the Waikiki "experience". Imagine our disgust upon entering our room in the Diamond wing. The stench (something deeply mouldy) assailed our nostrils. The size of the tiny room (3411) we could accept but not the peeling wallpaper, stained arm chair, substandard bathroom (cracked fiberglass sink and tub surround), dirt in every nook and cranny. Eventually, we were given another room (3511) that evening, with the promise of a "deep-clean" of the still mouldy-smelling habitation the next day. But only because the Costco booking service intervened. The best Moana would agree to in addition was waiving one day's worth of resort fees. That evening, the surly young man on reception told my friend, upon her complaint, that that was the "class of room you booked"! She retorted, "You mean with peeling wallpaper and the smell?" Not at all a good start. To be fair, the public spaces were delightful and the beds divine (Deo gratias!). The pool, though small, is a pleasure to swim in and the beach was right there....as advertised! Being the cheeky sort I am, I began to interrogate people from our floor about how they liked their rooms when we met at the elevator....no-one had anything good to say. I think "all right" was the highest praise. But everyone seemed resigned to his fate. Jeepers, Moana! If it's not going to be a luxury room at 350 flipping dollars US per day, tell us what we're going to get! Our room at the elegant, first-class Courcelles-Parc chambres d'hotes in Paris cost my husband and me (July, this year) just over $200 CDN/night, a bargain. It's time everyone who booked the "cheap" rooms at Moana started to complain. I don't plan to return there. There are better places.

Room Tip: Are you serious? Do you think these people who manage Moana are going to tell you if the room is su...
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  • Stayed July 2013, traveled with friends
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 9, 2013
Aloha,
Thank you for taking the time to share with us and for being our guest. We are sorry to hear of your concerns regarding your Diamond Wing guestroom and we sincerely apologize for not meeting your expectations. The concerns you mentioned are not representative of our standards and if you wish to address this matter further please feel free to reach out to us at 374guestexperienceteam@westin.com. We would like to thank you for sharing your concerns with us for it gives us the opportunity to address certain issues that otherwise might not have been brought to our attention. We aspire to create unique and wonderful “Moana memories” for each and every one of our guests and again we apologize for your disappointment. Mahalo again and we hope you will return to the Moana Surfrider, A Westin Resort & Spa and give us the opportunity to regain your confidence.
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3,246 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (755)
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English first
Sydney, New South Wales, Australia
Reviewer
5 reviews 5 reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed August 7, 2013

This is the second time that I have stayed at the Moana Surfrider. You can't beat the location, right on the beach. The shops and restaurants close by are amazing.
The extra charges all add up - resort fee, room tax and occupancy tax are all added on top of the advertised room rate.
The atmosphere around the lobby and beach bar is inviting but can get busy, we didnt always get a seat.

  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 9, 2013
Aloha,
Thank you for sharing your thoughts with us and for being a returning guest of the Moana Surfrider, A Westin Resort & Spa. We are so happy to hear you enjoyed your recent stay with us. As you mentioned, we are located directly on the beach in the heart of Waikiki providing our guests with easy access to all that Kalakaua Avenue has to offer. We do have a daily resort fee of $31 that includes a number of beneficial opportunities such as daily parking for one vehicle, WIFI, unlimited domestic phone calls, up to 1 hour of international phone calls, and one welcome beverage per guest, per stay at bin1901. Mahalo again and we hope you will return to “The First Lady of Waikiki” soon.
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Bristol, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed August 6, 2013

Avoid. Dreadful service, dreadful room, dreadful prices, bland food, dreadful experience. The noise from the air conditioning on the hotel opposite our toon was like a jet engine going 24/7, after a complaint they sent some ear plugs!

  • Stayed July 2013, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 14, 2013
Aloha,
Thank you for taking the time to share with us. We are sorry to hear of your concerns regarding your recent stay at “The First Lady of Waikiki,” and we sincerely apologize for any discomfort you experienced while being our guest. If you wish to address your concerns further please feel free to reach out to us at 374guestexperienceteam@westin.com. Mahalo again and we hope you will return to the Moana Surfrider, A Westin Resort & Spa and give us the opportunity to regain your confidence.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fremont, California
Senior Reviewer
6 reviews 6 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed August 6, 2013

We took our 13 yr. old to Hawaii for the first time and we chose The Moana and Waikiki Beach. We were very pleased w/ our choice. Great location, excellence in service and cuisine. We would go back again! We were not so thrilled w/ the resort fee. The free wine really sucks. The wine steward is making a meritage of what seems like left overs...E-U! I thought it would be best to allow the guest to pick a beverage of their choice at a time of their choice. I mentioned this at check out and the Front Desk clerk gave me a $25. credit. That was fine. But I still think the resort fee is a nickel and dime and they should dump it or build it into the room rate.

Room Tip: Did not use the spa.
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  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 14, 2013
Aloha,
Mahalo for sharing you experience with us. We are so happy you chose to spend your first trip to Hawai’i here at the Moana Surfrider, A Westin Resort & Spa. We established the daily resort fee to offer a number of beneficial opportunities, such as daily parking for one vehicle, unlimited domestic telephone calls, one hour on international telephone calls per day, daily yoga and aquasize classes, a welcome beverage at bin1901, as well as a number of other options, at an all-inclusive rate of $31. We are sorry you found the daily resort feel insufficient and if you wish to address this matter further, please feel free to reach out to us at 374guestexperienceteam@westin.com. We appreciate your feedback for it gives us the opportunity to improve upon our services. Mahalo again and we hope you will return to “The First Lady of Waikiki”
on your next trip to Hawai’i.
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Austin, TX
Top Contributor
126 reviews 126 reviews
51 hotel reviews
Reviews in 63 cities Reviews in 63 cities
69 helpful votes 69 helpful votes
5 of 5 stars Reviewed August 6, 2013

We stayed at the Moana Surfrider in part because of its reputation and in part because of the history (the first hotel in Waikiki).

Although the rooms are small, they are adequate for our needs (we don't spend a lot of time in our room) and was very clean. As a Starwood preferred gold, we were upgraded to an ocean view in the original section, which was very nice! Windows opened slightly (about 3") and you could hear the ocean and feel the breeze during the night... ahhhh! Incredible view straight out, Diamond Head to the left... which way to gaze? :-)

The lobby was a great place to hang out - either inside, or outside on the front porch with rockers (people watching!) or the back for drinks...

The staff was very competent and pleasant, and made us feel at home - no question was too trivial or no request too silly.

The beach was well maintained; we didn't bother with the pool, but appreciated the outdoor shower to rinse off the sand before traipsing through the lobby.

Had a late night flight and used their hospitality suite (no bed, but a bathroom and daybed) to get into airport clothing - nice touch.

Never experienced problems with lines at the elevator/lift although the hotel was busy; we were there Wed - Sat which may have made a difference as it was getting very busy when we left on Saturday evening.

Room Tip: the rooms facing the street are noisy; ask for one away from road. If you can splurge and get an oc...
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  • Stayed August 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 9, 2013
Aloha,
Mahalo for sharing with us and for being our guest. We are delighted to hear how much you enjoyed your recent stay here at “The First Lady of Waikiki.” We always try and go above and beyond for our loyal SPG members and upgrade them whenever possible. Views of Waikiki Beach from our Tower Wing are simple breathtaking and not to be missed. So glad you were able to use our hospitality room before your late flight and that our staff made you feel comfortable and at home. Our staff is filled with the aloha spirit and eager to assist our guest with whatever they may need. Mahalo again and we look forward to welcoming you back on a future stay.
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Athens, GA
Contributor
12 reviews 12 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed August 6, 2013

Beautiful hotel, amazing location, great service. We stayed in the older part. The rooms were fine, and a great quiet place to crash as you try to fight jet lag. The housekeeper, Jenna, was the best housekeeper I have met. She worked with our crazy schedules and kept the room looking great. The hotel is located on the busy shopping strip, which is fun. The beach is incredible. The convention center is a little far and ended up having to use taxis instead of being able to walk there.

Stayed August 2013, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 9, 2013
Aloha,
Thank you for sharing with us and for being our guest. So happy to hear you enjoyed your historic guestroom in the Banyan Wing. Rooms in our Banyan Wing are intimately sized and so charming and most representative of the Hawai’i of yesteryear. Our staff is filled with the aloha spirit and love to treat our guests like extended ohana or family. We are delighted to hear how much you appreciated your housekeeper Jenna, and she will be commended for a job well done. As you mentioned, our central location in the heart of Waikiki provides our guests with easy access to nearly all that Kalakaua has to offer. Mahalo again and we look forward to welcoming you back in the future.
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Tallahassee, Fl
Contributor
18 reviews 18 reviews
8 hotel reviews
Reviews in 14 cities Reviews in 14 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed August 6, 2013

Stayed @ this hotel for 9 nights in late July on a business trip (poor me). I was booked into a city view room in the Banyan wing, but was upgraded to an ocean view room on the third floor of the banyan wing (overlooking the pool and beach). While small, the room was very nice, shower with great water pressure, small refrigerator and a super view with windows that opened all the way up (Ask to sign a release to get the maintenance staff to remove the shims preventing the windows from opening all the way ). I had an issue with wifi on day two, but the hotel quickly accommodated me with my own hotspot - no further problems! I asked for a tower room and was moved to a deluxe diamonhead king room for the second half of my stay. AMAZING view, great balcony, large room and comfy bed. The room is not as historically interesting as the rooms in the Banyan wing, but the extra space for two of us and the balcony made this my top choice. My partner spent each day in a chair facing the beach - definitely have to get down early to claim a spot! I recommend the mai tais at the beachside bar (best I had in Waikiki), a daytime float on an innertube - looking back at Waikiki beach - don't be afraid, get on out there (less than $4 for a tube at the ABC stores) and possibly a nighttime swim in the ocean just off the beach (wear 'water shoes' - the bottom is rocky and you will cut your feet if not careful). I also stayed at The Sheraton Waikiki on this stay - two entirely different hotels, both great in their own ways, each with their pros and cons. The Moana will appeal to someone who likes the beach better than a pool and laid back over Las Vegas busy. The Sheraton is probably a better choice if you have kids (HUGE pool for the kiddies), enjoy a pool more then the ocean (great infinity pool for the adults) or you want to be right in the middle of lots of action. Josh at the front desk was great, friendly and dealt with my request for an upgrade very graciously. Also, thanks VERY much to Jon (sales) for making my business trip stay possible at this beautiful property! I will be back and will visit both hotels again:)

  • Stayed July 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Moana S, Guest Experience Team at Moana Surfrider, A Westin Resort & Spa, responded to this review, August 9, 2013
Aloha,
Mahalo for taking the time to share with us. We are so happy to hear how much you enjoyed both your Banyan Wing Guestroom and Diamond Wing deluxe guestroom. As you may know, we offer a variety of different guestrooms here at “The First Lady of Waikiki,” ranging from historical guestrooms in our Banyan Wing to more modernized accommodations in our newly renovated Tower Wing. So happy you were able to relax on your business trip and enjoy a few mai tais in our Banyan Courtyard. Both visitors and locals adore our Banyan Courtyard and there really is no better place to unwind and watch the day slip into night. Mahalo again and we look forward to welcoming you back to the 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.
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Additional Information about Moana Surfrider, A Westin Resort & Spa

Address: 2365 Kalakaua Avenue, Honolulu, Oahu, HI 96815
Phone Number:
Location: United States > Hawaii > Oahu > Honolulu > Waikiki
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#6 Top resorts Hotel in Honolulu
#12 Business Hotel in Honolulu
#12 Luxury Hotel in Honolulu
#13 On the Beach Hotel in Honolulu
#18 Romantic Hotel in Honolulu
#28 Family Hotel in Honolulu
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Moana Surfrider, A Westin Resort & Spa 4*
Number of rooms: 795
Official Description (provided by the hotel):
Welcome to the Moana Surfrider, a Westin Resort & Spa, in Waikiki Beach on Oahu, HI. Visit Moana Lani Spa; or host a wedding on our rooftop terrace, or a meeting in our 10,000sq ft of event space. ... more   less 
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Also Known As:
Moana Surfrider, a Westin Resort And Spa
Moana Surfrider, a Westin Hotel Honolulu
Westin Moana Surfrider
Moana Surfrider Westin Resort
Westin Honolulu
Honolulu Westin
Moana Surfrider, A Westin Resort & Spa Hawaii/Honolulu

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