First off this is really three different hotels, built decades apart, in three completely different styles. They relate to each other in no way, shape or form in either the public or private spaces. The historic part sits in the middle, flanked by a 1960's box with 9 floors on one side and the typical 1980's narrow tower on the other. The guest experience would depend on which Moana one stays in.
I spent 3 days in the 1960's tower which resembled and old, unrenovated Hampton Inn inside. The room was definitely old and tired.
But I loved this room when the ancient Black and Decker electric drapes clanked open there was a wall of glass with a small balcony and an unobstructed view of the entire beach with Diamond Head centered beyond. However the smaller rooms across the hall face the busy street and have no balcony as the noise would drive anyone off. So there is this small subset of rooms (Diamond View) 60's tower that are a steal considering the view. While small and tired they are perfectly equipped: small fridge, coffee maker and tea maker with all the Usual Westin Amenities and a perfect Westin bed in the center. Slide the glass doors open and the view was better than most top-end suites along that beach. Despite the many drawbacks of the hotel to be discussed below I would return to this room again. Its kind of a sleeper deal but you have to dig for it.
Unfortunately the service was good and really, really bad. Check in was great the Desk Clerk was very friendly and forthcoming about local dining outside of Waikiki and gave some great suggestions. He really made me feel welcome.
Out in the patio restaurant things were not so good. One seats oneself and waits for a server, and waits, and waits. When my waiter finally was forced out to deliver food to the table next to me he purposely did not see me and did not hear me as I said excuse me he ran off. I could tell he would have rather been surfing. I finally had to leave as he never came back to my table or the table that received the food. This is the absolute lowest and the Food and Beverage Manager should be ashamed that he has workers with an attitude like that. Needless to say this put a dent in my ahoha.
A breakfast with friends did not go much better.. The waiter was fine but then left things in the hands of the busboys who seemed to think their job was to rush around bur never stop at tables. Not once did we get our coffee cups refilled without extreme effort. There was no real service once the food was ordered. Something is wrong with the way people are being trained and managed here. Some employees are great and some are truly awful.
I had to visit the front desk and stood in the SPG line forever, everyone behind me eventually left and was processed thru the regular line while I still waited. The desk clerk saw the situation (he was helping a guest with some massive amount of paperwork) and ignored it. He should have called for backup but I think he enjoyed seeing people leave the line and have to start over elsewhere. One can not help feeling that there are employees here that truly hate the guests and aren't afraid to show it. Again, management where are you?
There are also problems with the public areas. The pool was built for the original hotel, not for the added couple of hundred rooms with the two towers. Never once in my three days there did I see an available chair Though I did see a lot of hoarding (towels over empty chairs) it must get ugly out there. I just hit the ocean but if you enjoy relaxing around the pool don't come here.
I was lucky enough to extend my stay in Waikiki and my crazy partner had them move me up to the top 20th floor suite in the newest tower just for one night. So I experienced the new tower too.
The tower elevators were inadequate to the task. Huge wet mobs grew at lobby level waiting for a lift and the ride back down from 20 took forever, first waiting and then stopping at floor after floor as more sardines crammed in. Boarding was like a scene out of the Towering Inferno. This is not my idea of Hawaii.
The suites space and location were incredible, there were two balconies, one facing straight out with a Jetliner view of everything. The other balcony looked down the beach to the side. Wow, a view to die for and the Modern Westin furnishings were impeccable. Again then there was the odd bad side as well. Once one got past the view and the furishings, it was oddly sterile. This is the flagship suite of the Hotel and it was so empty. Not a single, flower, magazine, vase, plant or amenity was in view. The bathroom is no different from a standard hotel bath, not even a tub. Just the usual basic level Westin amenities. I was not as nice as a standard Sheraton hotel bath.
I have never seen a Suite at this price point that was so lacking in charm or amenities. It felt as if someone has forgotten to finish it. There is no way this suite is worth the price. No way.
It was also easy to see from my position in front that the beach view situation quickly worsened for the majority of tower guests behind me. The rooms have that 45 degree angle cheat that quickly becomes lean out and you can see some beach down there as room position moves back.
The fitness room is like a gym, huge and plenty of equipment with a nice view of the street.
So if you want a million dollar view without the price and don't mind a smallish 60's room with good amenities and you don't need service, pool, or food these Moana Diamond rooms are great.
Just stay away from the other room categories, the crowds, and the surly staff.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.