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“Great Hotel in Paradise” 5 of 5 bubbles
Review of Moana Surfrider, A Westin Resort & Spa

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Moana Surfrider, A Westin Resort & Spa
Ranked #23 of 84 Hotels in Honolulu
Certificate of Excellence
GreenLeadersSilver level
New York City, New York
Level Contributor
75 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
“Great Hotel in Paradise”
5 of 5 bubbles Reviewed 21 January 2014

My wife and I stayed here on our way back from Australia to New York to help wind down before returning to work and the blistering cold.
All I can say is that we didn't want to leave! From the Yoga in the morning to the friendly helpful staff this is a great hotel.
We spent time exploring Oahu so I forgot to get my Ukelele lessons! A good excuse to return :)
We will definitely be back!
The only couple things I would even remotely pick on is that if you have court side facing room you hear the live music at night, but this is only an issue if you want to sleep early and that our shower curtain smelled like wet dog.

Room Tip: Court yard side rooms are noisier so maybe try a room a little higher or beach side if possible
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  • Stayed January 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank GeorgT_82
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, 24 January 2014
Aloha,

Mahalo for your kind review. We are happy to hear you had the opportunity to attend our daily Yoga classes. And yes, we agree that you must come back to stay with us and take our daily ukulele classes so you can share your new talent with your friends back home. We await your return to the Moana Surfrider, A Westin Resort & Spa for another unforgettable vacation.

Mahalo!
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,188)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
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English first
Oregon
Level Contributor
22 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 21 January 2014

This was the first hotel on Oahu and it is built in a plantation type layout, and SUPRISE if you head upstairs there is not only an absolute beautiful view but some historical items on display as well!

Stayed July 2013, travelled as a couple
Helpful?
2 Thank KerisaM
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, 24 January 2014
Aloha,

Thank you for your wonderful review. We are delighted to hear you enjoyed our Historical artifacts. We highly recommend attending our popular historical tour which starts at 11am every Monday, Wednesday and Friday. Or we have just launched our new self-guided tour for those who can't attend our historical tours. Please see our Concierge Desk for more information. We hope you will have the opportunity to stay at the Moana Surfrider, A Westin Resort & Spa on your next visit.

Mahalo!
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houston
Level Contributor
31 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
3 of 5 bubbles Reviewed 20 January 2014

We stayed 5 days at the Moana Surfrider; We chose this property because of its location and from hearing decent reviews on this site. Positives: Location, location, location; property is in the heart of Waikiki and is close to everything. All the nice stores and restaurants are within 5 blocks; It is also right on the beach and there is no need to cross the street. The restaurants were decent and reasonably priced and service was fairly good at both restaurants that we tried. We were housed in the main, old-world part of the hotel, which I liked. Room was small but decent and kept clean during the stay. House-keeping staff were excellent. Negatives- overall rating is low because of an awful experience we had with the front desk. On day 4 our keys stopped working and we approached the front desk staff. There was a huge line and only 2 people working and we really needed to get into the room. I approached an agent who was working at the end of the desk and asked him if he could issue us new keys (this happens with electronic keys all the time an usually takes all of 5 seconds) He was VERY rude to us, rolled his eyes and said he was too busy (exactly his words). He told us to wait in line and one of the other agents would help. We didnt feel that was acceptable- one should not have to wait 45 minutes in line for keys that should work throughout our whole stay. I asked to speak to a manager and he refused to get one. I went to the concierge who also did not want to help. I raised my voice and demanded to speak to the duty manager who was finally called. She seemed quite young (not really sure if she was the manager) and basically said sorry shrugged her shoulders and walked away. We finally had to call security who let us into our room- they were very nice. We spent $2000 over our stay and I was not impressed by this incident. Like most things in Hawaii, the hotel seems to cater to Japanese tourists and could not be bothered with "mainlanders". I noticed a definite difference in the way the Japanese tourists were treated during our stay there. I will be giving my business elsewhere in the future............

  • Stayed January 2014, travelled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
10 Thank sguntupalli
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, 23 January 2014
Aloha
Mahalo for sharing your experience with us. We sincerely apologize for the challenges you had faced with the front desk. At the "First Lady of Waikiki" we do not discriminate against race, color or ethnicity. We have the up-most aloha and appreciation for each and every one of our guests. The concerns you have mentioned are not representative of our standards and for that we sincerely apologize. We would like to investigate this situation to ensure the proper training is given to the associates involved. If you would kindly send an email with your name, dates of stay and details to 374guestexperienceteam@westin.com. Your feedback is very important and will be shared with those departments mentioned so that we can continue to improve on the services and amenities available to our guests. We hope you will allow us to accommodate you on your next trip to Oahu so we may regain your confidence in the Moana Surfrider, A Westin Resort & Spa again.
Mahalo!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
135 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 128 helpful votes
5 of 5 bubbles Reviewed 20 January 2014

Its been a long time since we were last in Hawaii - but we have always tagged it on the end of a trip to the USA (mainland), so we were tired and I think just wanted to get home. This time we made it our destination - we stayed 7 nights and it was great.
We were in a Partial Ocean View Room - this placed us in the Tower on the side opposite the Hotel next door - it was nice, we saw the mountains, we saw the ocean and it was, some what quiet at night. The room was very large with King bed - large bathroom - I will say the air-conditioning was very noisy.
There are 5 weddings a day (on average at the Moana) - it is a beautiful destination.
I am sure you would have looked at images by now - you will see it is ON the sand - the location is fantastic for young families.
For those complaining about umbrellas and deck chairs - you are on the beach - the attendants give you towels - walk and extra 5 feet and lay on the sand.
The meals are not cheap; but there are options - you can eat around the Banyan tree bar or go out; there is an ABC Store (small supermarket) across the street.
We were there early Jan - temp was 27-28C in the day - down to 20C at night - perfect

Room Tip: I understand rooms in the Tower are bigger and quieter
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  • Stayed January 2014, travelled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank Joneses2010
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, 23 January 2014
Aloha,
Mahalo for your wonderful comments. We are delighted to hear you have enjoyed the location of our property. Our guests enjoy the having the ability to walk straight to the beach from their guestroom in a matter of a few minutes. Like you have mentioned, we do offer towels for our guests to utilize for either the pool or the beach. We look forward to welcoming you back to another sunny hawaiian vacation.
Mahalo!
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Port Jefferson Station, New York, United States
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 18 January 2014

Before leaving on a 7 day cruise we stayed here for one night but what a night. The hotel is just beautiful. Room was perfect, view of the beach. Mattress and pillows were awesome. We were in the older section which is historic. Glad we did. Had the breakfast buffet, pricey but delicious. Beach is right there and so is a nice pool and an outside café with entertainment. Beautifully decorated for Christmas. I would go back..

Room Tip: I would stay in the older section with an ocean view, it is charming and has history
See more room tips
  • Stayed December 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Barbara S
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, 23 January 2014
Aloha,
Thank you for your kind comments. We are thrilled to hear that you enjoyed our historical Banyan guestroom and our Westin Heavenly bed. Also delighted to know you had the opportunity to visit us during the holiday season to view our decorations. We look forward to welcoming you back to the "First Lady of Waikiki" for your next holiday rejuvenation.
Mahalo!
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Tempe, Arizona
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed 17 January 2014

Very elegant old-world charm. Great entertainment under the Banyan tree. Very relaxing place to stay yet right in the center of it all. I had afternoon tea on the veranda with friends. It was a treat. Very friendly staff.

  • Stayed January 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Auberson
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, 29 January 2014
Aloha,
Mahalo for your kind review. We are happy to hear that you enjoyed so many of the Moana Surfrider’s unique features during your stay. We hope that your signature experiences, such as afternoon tea at the Veranda and entertainment in the Banyan Tree courtyard, created wonderful Moana Memories for you and your friends. We await your return for another relaxing stay at the Moana Surfrider, A Westin Resort & Spa.
Thank you!
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Melbourne, Australia
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
2 of 5 bubbles Reviewed 17 January 2014 via mobile

We have always wanted to stay in this beautiful looking hotel. All we can say is beware...

We were given rooms in the old wing of the hotel where the windows are not double glazed so you get all the street noise throughout the night - people literally sound like they are playing drums in your room. We were moved 3 times during our stay and rooms just got smaller - there was not enough space to even walk past each other in the rooms One night the power went out and all we cold hear was the generator on all night until 4am in the morning.

Our second disappointment was the service - service was extremely slow both at the bar and on the designated beach area. There are very limited 'free' beach chairs around the pool and on the edge of the beach. These always have towels on them, where people have reserved seats and just walked off for the day. So the only other option is to pay for a spot in the designated beach area, we kept having to order at the bar as there was only one staff member serving in the area. It's an extra USD60 a day for 4 chairs and an umbrella, we tried going at 12 noon one day and the attendant wouldn't allow us to sit down Until exactly 12 noon (USD35 for a half day). The umbrellas are situated in rows, we were in one of the back rows thinking all the other umbrellas towards the front had be taken. But no, we later discovered that these were reserved by the beach staff for the high tipping Japanese tourists.

We also experienced extremely slow service at concierge/reception. Whenever we had questions for concierge/reception there were always lines of people...average wait time was 20 mins!

I lost a pair of new pants during my stay, we suspect that housekeeping staff may have thrown them into the laundry with our sheets (I left them on the bed). We tried phoning housekeeping and security to locate my pants to no avail. On the day of our departure, I asked to lodge a complaint as my pants were brand new. I was told that they do not take complaints over-the-counter and that I would need to email the Starwood Group so that they could launch a full investigation! I didn't think that a lost pair of pants warranted a full investigation into the matter! I felt like they were accusing me of lying and I certainly don't think that the incident was intentional. How about being sensible and just giving us a credit towards our account as a sign of goodwill Westin!!!

We will certainly not be charmed by the beautiful exterior of this hotel again...apologies for the long rant but paid a lot more than we received. It's time to break-up with you, Westin.

Stayed January 2014, travelled with friends
Helpful?
13 Thank V_Damo
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, 3 February 2014
Aloha,
Thank you for sharing your comments with us. We sincerely apologize for your less than perfect experience and the challenges you faced during your stay. We take great pride in preserving the original structure and features of the Moana Surfrider, including the size of the original rooms in the historic Banyan Wing. In regards to our popular beach chairs, guests are able to reserve beach chairs one day in advance for a full day for $60 or stop by the pool desk for a half day reservation for $35, beginning at 12 noon. In addition, there are beach umbrellas that have previously been rented out to outside vendors for the day. As a Westin, our associates are trained to provide excellent service with aloha, so we apologize that we did not exceed your expectations. We would like to personally address your concerns. Please contact us directly at 374guestexperienceteam@westin.com with your name and dates of stay. We hope to have the opportunity to regain your confidence and welcome you back to experience the true meaning of our motto, “First Lady, First Class”.
Mahalo!
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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

Property: Moana Surfrider, A Westin Resort & Spa
Address: 2365 Kalakaua Avenue, Honolulu, Oahu, HI 96815-5041
Phone Number:
Region: United States > Hawaii > Oahu > Honolulu > Waikiki
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#9 Top resorts Hotel in Honolulu
#10 Spa Hotel in Honolulu
#12 Luxury Hotel in Honolulu
#13 On the Beach Hotel in Honolulu
#18 Romantic Hotel in Honolulu
#22 Business Hotel in Honolulu
#31 Family Hotel in Honolulu
Price Range (Based on Average Rates): ££££
Hotel Class:4 star — Moana Surfrider, A Westin Resort & Spa 4*
Number of rooms: 791
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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