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“Not a real resort and front office staff needs training”

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Hyatt Regency Waikiki Resort & Spa
Ranked #22 of 84 Hotels in Honolulu
Certificate of Excellence
GreenLeadersBronze level
Perth, Australia
Level Contributor
259 reviews
121 hotel reviews
common_n_hotel_reviews_1bd8 130 helpful votes
“Not a real resort and front office staff needs training”
Reviewed January 27, 2013 via mobile

We stayed at this hotel at the start and end of our Hawaii holiday early January 2013. As a family of 5 with a grandmother, we occupied 3 rooms of which one was with a connecting door. The hotel is located in the middle of Waikiki Beach just opposite the beach albeit separated by a busy road. The hotel is a high storey building with excellent views across Waikiki, Diamond Head and Honolulu. Not all rooms have this view, so make sure to request a high floor with full ocean views. Both the reception and the rooms are dated and need upgrading especially bathrooms (really small) and the air conditioning. The lay out of the reception and other general areas is really odd and sort of mixed in with a dated shopping center. This affects the feeling of really being in a hotel, let alone a resort. The hotel's clientele is mainly Japanese tours and some of the service are overly focused on this target group. The hotel is really not a resort as the pool is very small and it is quite a hassle to get to the beach. The other hotels on the strip (e.g. Westin) are much better positioned and in future I would prefer that. 
We were really disappointed with the front office staff and had many issues both while checking in and out. The duty manager tried to help but did so without making a note in the system so that the same problem kept reoccurring. There is a clear need for further training of the front office staff. 

Stayed January 2013, traveled with family
Helpful?
3 Thank Frits d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 29, 2013
Aloha,

Thank you for taking the time to provide us with this feedback. We truly regret that your information was not better saved to avoid the same situations recurring. We have shared your comments with the director of the front office and we are certain this will be discussed further by the management and associates. We will also share your review of the rooms.

Mahalo
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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5,181 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (1,112)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Greek first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Any
English first
Melbourne, Australia
Level Contributor
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed January 23, 2013

I stayed here with a friend for 8 nights in January 2013. The room was spacious and clean. The staff were welcoming and helpful. The breakfast was delicious with lots of options to choose from. A great spot with easy access to the beach. Would reccommend it to others.

  • Stayed January 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank LouD75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 25, 2013
Aloha,

Thank you for the review. We are pleased to read that you had such an enjoyable stay. We hope to serve you again in the future.

Mahalo
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
vancouver
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed January 23, 2013

I stayed here for a week In May 2012 and also the beginning of January 2013. They have been consistently awesome! Rooms are spacious with comfy beds. We had a roll away cot during our first trip and that was very comfy as well and the room was big enough that it didn't make that much of a difference in spaciousness for 3 girls. The rooms were well cleaned everyday and all the staff are very professional and polite. We did hang out at the pool a few times and the staff there are always smiling and helpful. The lounge chairs are the most comfortable I've ever sat in and if you'd rather go to the beach, you can borrow beach chairs. As far as prices go, I can't believe how reasonable it is for hotel food prices. Can't beat $4 and $6 happy hour appetizers for quality food. Can't wait to go back!

  • Stayed January 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank chriscmah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 25, 2013
Aloha,

Thank you for the kind remarks. We have shared your post with all of our staff. We look forward to serving you again.

Mahalo
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Level Contributor
24 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed January 23, 2013

We stayed here for one night on our way to Maui, and then returned for a couple of days after Maui. While it does not compare to the Maui Hyatt property (and they know that), our second stay was very nice. We stayed in the Diamondhead Tower the second time, and it was a far better experience -- the room seemed more updated and airy. When we mentioned to the front desk worker that it was my birthday, she was WONDERFUL -- giving us a card for a complimentary bottle of champagne, and having cupcakes delivered to our room while we were out. We also ate breakfast at the hotel twice, and found the buffet to be terrific (although a wee bit pricey), and the patio view spectacular. We are unlikely to return to Honolulu (too big city for us), but we would stay here again if we did.

Room Tip: We had better luck with the Diamondhead Tower room, but that could just be our experience.
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Toby0807
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 25, 2013
Aloha,

Thank you for the review and for choosing to stay at Hyatt Waikiki (and Maui). We are glad you enjoyed your time at each property. Honolulu is a large city and very contemporary with luxury conveniences, a diverse array of culinary experiences and people. We are honored you chose to spend your time here with us. We will share all of your comments with our staff.

Mahalo
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fort Worth, Texas
Level Contributor
38 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed January 22, 2013

We checked into this hotel in hopes of getting a restful sleep after a long flight. We did not get a wink of sleep all night long. We left early the next day feeling exhausted and frustrated. Skip this hotel if you require a tranquil, quiet environment when you sleep. The walls are paper thin so you hear everything going on in surrounding rooms.

Room Tip: If someone calls another room, you will hear the telephone ringing and the whole telephone conversat...
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sonia T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 25, 2013
Aloha,

Thank you for taking the time to share your unfortunate experience with us. We do regret that your time here was not more peaceful. Your comments will be shared with our management team.

Mahalo
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cheshire
Level Contributor
78 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 124 helpful votes
Reviewed January 22, 2013

My husband and I stayed here again for Christmas and New Year, as last year, and had another very enjoyable stay. I would echo my comments from my review last year, but it really is time for a refurb now. They are not scheduled to do this until the end of 2013 apparently.
When you compare this hotel to others in Waikiki it's not as impressive on first impressions, but I think the location and the staff more than make up for this. The rooms maybe in need of a refurb, but they are spotless and the biggest available in any of the hotels. The hotel was fuller this year than last year and as a consequence the pool area was busier, so it was a bit of a nightmare having to go down at 7.30 am to reserve a sunbed, otherwise you wouldn't get one. They are also still touting the gym as state of the art and it really isnt. the euqipment is old and the aircon they promised to fix last year is now virtually non existant. Maybe this will be addressed in the refurb?
A lot of reviews have said how tired the hotel is and I think this is a little bit unfair and it's the whole package that makes this hotel. The one thing I do think is a little bit of a rip off was the $18 a day resort fee, for things like towels, wifi etc. I would expect pool towels in a 4 star hotel anyway.
We visited the spa this time and had a Lomi Lomi couples massage for 80 minutes. It was good but not worth the money. I'd probably pick another spa.
All of that said I would still have no hesitation in recommending this hotel and would stay here agin if we went back to Waikiki.

Room Tip: Get a room in Daimond Head tower as high as poss away from the lift.
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank CheshireCat1471
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 25, 2013
Aloha,

Thank you for the review and for choosing Hyatt again. We've shared your comments regarding the gym and spa treatment. We have also noted your comments on the state of the need for a room refurbishment. We assure you these comments are being tracked. As you are probably aware in 2011 we underwent a 3rd floor renovation of all the outlets, pool, and jacuzzi. In 2012 more time and resources were focused on the modernization of the elevators. As we look into the year ahead we will continue to include the comments of our Trip Advisor guests in our planning process. We look forward to hopefully seeing you again should you return to Waikiki.

Mahalo
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
74 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
Reviewed January 17, 2013 via mobile

Hotel is in a great location, rooms are fine and the majority of staff great. If you are like us and you like to use Club facilities then you may be in for a shock. Unfortunately our experience was one of the worst. The furniture is old and in desperate need of a clean, the food offering is dismal particularly in the evening where the only thing that changes from night to night is the one hot dish and if you are a vegetarian there is no option offered so get used to cut up vegetables, cheese and dip and this is the first time I have ever payed for evening drinks in a club. We believe using a club should be a special experience, sadly it was the exact opposite so if you like clubs then this hotels may not be for you, we won't be back.

Stayed January 2013, traveled as a couple
Helpful?
5 Thank Seasoned T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lvans, Public Relations Manager at Hyatt Regency Waikiki Resort & Spa, responded to this review, January 22, 2013
Aloha,

Thank you for taking the time to provide feedback from your stay. We regret that you were not satisfied with the Regency Club. The Lounge itself is one of the newest in the Regency chain and was opened in 2011. We assure you we have shared all of your comments with the management team so that they may work with our staff in the club and the culinary department to further discuss your remarks and menu preferences.

Mahalo
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hyatt Regency Waikiki Resort & Spa

Property: Hyatt Regency Waikiki Resort & Spa
Address: 2424 Kalakaua Avenue, Honolulu, Oahu, HI 96815-3233
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) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Top resorts Hotel in Honolulu
#9 Spa Hotel in Honolulu
#11 Romantic Hotel in Honolulu
#12 Luxury Hotel in Honolulu
#13 On the Beach Hotel in Honolulu
#14 Family Hotel in Honolulu
#25 Business Hotel in Honolulu
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hyatt Regency Waikiki Resort & Spa 4*
Number of rooms: 1230
Official Description (provided by the hotel):
Explore the excitement of Oahu in one of Hawaii's most fashionable zip codes. Just steps from renowned warm waters and spectacular views of Waikiki Beach, the property features newly remodeled guest rooms, an award-winning spa, retail shopping, cultural activities and cuisine from celebrated chefs. Close to Honolulu's most visited attractions, including the USS Arizona Memorial at Pearl Harbor, Iolani Palace and Diamond Head Crater, the hotel is the ideal solution for those who want it all. ... more   less 
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Also Known As:
Hyatt Regency Waikiki Hotel Honolulu
Hyatt Regency Waikiki Resort And Spa
Hyatt Regency Honolulu
Hyatt Honolulu
Hyatt Regency Waikiki Resort & Spa Hawaii/Honolulu

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