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Reviewed September 7, 2019

We are so disappointed that we choose the Sheraton. After ready recent reviews about the Sheraton many people are having the same experience. All the Sheraton has to say is SORRY, we will work on it. This is just not good enough. If we had our time over we would definitely stay else where. Granted the location was good everything else about the stay was not worth the money that it costed. We were NOT advised at the time of booking that construction work was underway. The hotels in parts was very old and dirty, the other parts were clean and new but the noise was not acceptable for a hotel that still charges over $500AUD a night. On top of that they have the audacity to charge us nearly $40USD for resort charges and the internet was the worst I have experienced in any hotel. The pools are OK, don't try and relax around them as the noise of jackhammers and drilling is absurd. Don't expect to get a good seat without paying for it either. We sat down at seats closest to the pool only to be told that there seats are reserved and if we wanted them we had to pay for them. We kept watch on these chairs and no one sat at most of them all day. When you pay so much money you expect chairs around a pool to be free. I will never stay at Sheraton again and I would advise everyone I know that is thinking of staying here to choose an alternative hotel.

Room tip: Stay at a different hotel.
Date of stay: September 2019
    • Value
    • Cleanliness
    • Service
5  Thank d m
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
TeamMarriott, Guest Experience Team at Sheraton Waikiki, responded to this reviewResponded September 8, 2019

Aloha d m,
Thank you for choosing our hotel and for sharing your experience with us. We appreciate your feedback and will share your concerns with the team to ensure we are providing the guest experience you deserve and for which we are known. We regret we did not meet your expectations due to our revitalization, and we hope you will see this as an isolated incident due to our transformation. We hope that we will have another occasion to meet your expectations and to welcome you back and to show you our new facilities and our commitment to guest satisfaction.

Mahalo,
Mari K.
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 6, 2019 via mobile

Stayed 2 nights on a business trip. Keenan Libadisos checked me in and was very helpful. He explained the property and what’s around, very friendly customer service. Room 2435 is a nice ocean front suite with 2 queen beds and 2 balconies. Nice living room area and good bathroom amenities.

Date of stay: September 2019
Trip type: Traveled on business
2  Thank atlagunabeach
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at Sheraton Waikiki, responded to this reviewResponded September 7, 2019

Aloha atlagunabeach,

We are so pleased you had an excellent stay at our hotel. Thank you for taking the time to post this wonderful review and for sharing it with future guests. We couldn't be more pleased to read how much you the amazing view from your room. We look forward to welcoming you again whenever your travels bring you back to our area.

Mahalo,
Mari K.
Sheraton Waikiki Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 6, 2019 via mobile

We just spent a fabulous week in Maui at the Ritz. What a spectacular hotel.....staff was wonderful, rooms were well stocked, clean with turn down service and great coffee in the room daily.

The Sheraton on the other hand is a poor second cousin to the Ritz.

The hotel could use a bomb.

We are located in a suite on the eighth floor which constantly smells of garbage.

We complained and they installed air freshening machines in the center core where the elevators arrive, which have had little to no effect on mitigating the problem.

Also quite bizarre is the hodgepodge of garbage cans used in the suite ranging from Office Depot to blue recycling, definitely not what a suite should have.

In addition, the hallways are lined with portable mattresses which are waiting to be used.

Nothing more entertaining than taking a shower and ending up with water up to your ankles the first night you arrive.

We had to have the plumbing department up here to unclog the shower drain our first day.

How’s that for a nice stay at the Sheraton Waikiki?

Almost feels like we’re at a roadside Motel.

Sadly, this is how we are ending our two week vacation here in a second rate hotel after having spent a wonderful time at a spectacular facility in Maui.

It’s quite hard to believe the ⭐️ rating the Sheraton in Waikiki has.

I shouldn’t forget to mention the amount of on-site construction that is taking place starting early in the morning and continuing throughout the day.

Date of stay: September 2019
Trip type: Traveled with family
4  Thank stanleyf382
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at Sheraton Waikiki, responded to this reviewResponded September 6, 2019

Aloha stanleyf382,

Thank you for staying with us and for sharing your feedback. Exceptional service for every guest is our highest priority, so we apologize that you had an unsatisfactory experience. We have shared your feedback with our team so that appropriate adjustments can be made. We value you as a guest and hope that we have the opportunity to welcome you again in the future.

Mahalo,
Mari K.
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 5, 2019

We are currently staying at the hotel and we knew going into our stay that the hotel was older but we were not expecting the smells in the hallway, the true age and look of the rooms (terrible) and the service of the staff at the pools and beach (they cannot be bothered to help).

My husband and I are titanium level and have never experienced such disappointment with a property.

Date of stay: September 2019
Trip type: Traveled with family
4  Thank ReRe141983
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at Sheraton Waikiki, responded to this reviewResponded September 6, 2019

Aloha ReRe141983,

Thank you for your feedback and loyalty to our brands. We regret reading about your disappointment and hope you will accept our sincere apologies. Our front desk team is available to help rectify these issues, and we ask that you come speak with us for a solution to these missed opportunities. Again, we apologize for not meeting our normal standards of service excellence, and we hope the remainder of your stay exceeds your expectations.

Mahalo,
Mari K.
Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 4, 2019

We enjoyed a relaxing stay @ the Sheraton Waikiki this past April. Our teenage children were with us. Everyone had a great time from the poolside, shops, surrounding nightlife and especially the added access to the upstairs eatery.

Date of stay: April 2019
2  Thank John P
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at Sheraton Waikiki, responded to this reviewResponded September 4, 2019

Aloha John P,

Thank you for your wonderful review. We are happy to read that your family had a memorable stay in paradise, and that our location and famous pools made this visit exceptional. We hope to host you again any time your travels bring you this way.

Mahalo,
Mari K.
Sheraton Waikiki Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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