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Moana Surfrider, A Westin Resort & Spa
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Reviews (5,495)
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Reviewed 3 July 2014

My wife and I honeymooned at the moana last year and we loved it so much that we decided to come back again this year.

Unfortunately there was an issue with our booking that has made the experience bearable, but not up to the level of expectations I have been accustomed to.

The specifics - we tried in vain to book a package that was amenable to our budget (banyan city view) but when we booked, we were informed that the only available rooms were "Banyan Classic Ocean View with Club access" this was a significant upgrade, but since we love the Moana, we splurged.

Upon arrival, we were informed that we were booked for a city view room. Nicole the front desk clerk was more than helpful in resolving this issue once we presented the confirmation information to her.

We were checked into the room, but we're informed that we would not have club access. Disappointing, but she assured it would be resolved in the morning. It's still the first night so we will see what happens tomorrow.

The next strange thing is finding paperwork (valet reciept, guest parking permit, misc) in our room for another guest. The first logical thought would be that it was from a prior stay, but coincidentally the paperwork was for the same stay duration as ours.

We went back down and were assured by Nicole that the other guest was not checked into our room, but the presence of the paperwork is still a head scratcher. Needless to say, the deadbolts in full effect tonight.

We will update as the trip evolves.

The room is a bit small, but expected for a hotel this age. The only other disappointing amenity missing is the lack of a tub. I'll survive, but the room we had last time was bigger, less expensive, and had a tub as well as a sitting area by the window. Sometimes less is more.

PS - moana staff will try to point the finger at Pleasant Holidays, but it should be known that moana itself uses their system on their own website (error pages were served up by pleasant holidays) so not sure what went wrong.

If given the chance to book again, I'd probably forego the club access and premium pricing for this amenity. How much can free cheese and wine cost anyways?

  • Stayed: July 2014, travelled as a couple
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Thank Christopher J
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 reviewResponded 9 July 2014

Aloha Christopher,
Mahalo for your comments. We apologize for the difficulties you encountered upon arrival to the Moana, but are happy to hear that Nicole at the Front Desk was able to resolve the matter and allow you to settle into a guestroom to begin your stay in paradise. It is also regrettable to hear of your disappointment with the features and amenities of your guestroom. The unique layout of the Moana Surfrider, A Westin Resort & Spa, offers our guests a variety of accommodations: charming, intimate settings in the historic Banyan Wing, unique Hawaiian artwork and views of bustling Honolulu in the Diamond Wing, and spacious, fully furnished lanais showcasing spectacular ocean views in the modern Tower Wing. We hope that the remainder of your stay is filled with refreshing moments for you to create Moana Memories of your special stay at the “First Lady of Waikiki.”
Thank you!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 July 2014

The Moana Surfrider is a beautiful, fabulous, breathtaking Resort. We stayed June 26th to July 1st. This resort has everything which made it very hard for us to leave and attend other planned excursions away from the hotel.The service was grand throughout the entire hotel from the time we arrived, departed and ever day in between. Our Banyan Classic Ocean View room was...ah breathtaking! The bed was super comfortable. We paid extra to have daily access to the oceanfront Beach Club which allowed us to rejuvenate and relax, and it was well worth it. We enjoyed the healthy deluxe continental breakfast each morning after a great workout at the gym, and in the evenings the inclusive wine, beer and appetizers. What we loved most about this beautiful historical hotel is that it is located right on the beach and it is in walking distance of everything, restaurants, shopping, etc. This wasn't our first time to Hawaii but it was certainly one of our most enjoyable thanks to the Moana Surfrider Westin Resort & Spa.

Room Tip: Our Banyan Classic Ocean View Room was nice and quiet with the sound of the ocean echoing throughout the night.
  • Stayed: June 2014, travelled as a couple
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Thank Colette B
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 reviewResponded 9 July 2014

Aloha Colette,
Mahalo for your kind review. We are delighted to hear that you thoroughly enjoyed your stay at the Moana. From the “First Lady of Waikiki’s” timeless beauty and breathtaking views to the personalized service with aloha provided by our associates, your experience at the Moana personifies our credo, “First Lady, First Class.” It is also wonderful to hear that you were pleased with the offerings of the Beach Club lounge and felt relaxed and rejuvenated within the facility. We hope that the Moana Memories of your special stay in paradise will be fondly remembered. We look forward to making your return to the Moana Surfrider, A Westin Resort & Spa, just as fabulous and relaxing as the last.
Thank you!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 July 2014

Rooms are clean and well serviced, staff are friendly and always ready to help. We came in June/July and stayed on Maui for the most of our vacation where the water was crystal clear and not as crowded. On family holidays you need to spend as much time with the family as possible, but if business calls you need a fast and reliable internet...Moana needs to seriously look at their service provider, drop out is regular....and as always, right in the middle of a critical transmission.
We stayed in a suit with connecting room, and with that rate we had a free umbrella and chairs on the beach, but you could only book one in advance if you paid 60$, some reward as all where pre booked by cheaper apartments. Swimming pool is shoulder to shoulder with other guests. As I said...good for a one to two day stop over for shopping, but not a family holiday....go to the outer islands.

  • Stayed: June 2014, travelled with family
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1  Thank Alexander A
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 reviewResponded 9 July 2014

Aloha Alexander,
Thank you for your review. We appreciate your feedback regarding the issues you encountered with the wireless internet service and will share your comments with our management team. As for the popular beach and pool area, it is unfortunate that you were not able to enjoy this area more during your stay. In addition to these facilities, guests are welcome to utilize the dry sauna, detoxifying steam room, and whirlpool Jacuzzi in the Moana Lani Spa by booking a spa service or purchasing a day pass. We are also happy to hear that you were pleased with your guestroom accommodations and the service provided by our associates. We hope to welcome you back to the Moana Surfrider, A Westin Resort & Spa on your next visit to Honolulu.
Mahalo!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 July 2014

I stayed in Moana Surfrider 4 years ago for the first time and I was very impressed with the location and overall service. I had to go back with my family to show them how great this hotel is among all it's neighbouring hotels. But I was badly disappointed and I will never go back to this hotel and I share my bad experience with others in this regard.
The Hotel was too busy and we had hard time finding seats anywhere in the hotel facilities such as the beach, the pool and the lounge areas. Also, the hotel staff were not helpful and did not make any effort to meet our needs or answer our concerns. We had several encounters that made us feel they don't care to provide any service to us or please us.
For example, one day I asked the front dest to speak to the housekeeping manager, because I was very pleased with the way my room was cleaned that morning and I wanted to acknowledge the housekeeper for the great job she did. He pretended that he is making a note for the manager to contact me which never happened. I asked again and nothing happened again.

The other incident was when my daughter ordered drinks by the beach while she did not have her ID with her. Next thing we know was the manager showed up with two scary security guards asking for the ID and they didn't leave until my daughter went to her room and got her ID for them. I understand their rules but the way they treated us who were there to just enjoying the beach was very poor. There are many ways to find out if the guests are under age for drinking such as referring to the guest lists in their records instead of creating such a ridiculous scene and not even apologizing for their unprofessional behaviour. Who carries valuables when using the beach and the ocean???!!
Also, when we checked out at 12 while our flight was at 8pm, our WIFI was disconnected. When my husband asked the front desk to extend our WIFI for the long waiting hours till we go to the airport, they suggested that instead using internet we should go out and enjoy the outdoors!!!

I think they are too busy to see their real purpose of having a hotel.

Room Tip: The new tower has better room but partial view.
  • Stayed: June 2014, travelled with family
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Thank Lucky B
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 reviewResponded 7 July 2014

Aloha,
Mahalo for sharing your experience. We regret that we were unable to exceed your expectations on your last stay at the Moana and sincerely apologize for the challenges you encountered. The experiences you describe are not representative of our Westin standards. We would like to personally address the concerns mentioned in your review. Please email a detailed review with your name and dates of stay to 374guestexperienceteam@westin.com, so that we may follow up on this matter. We appreciate your feedback as it allows us to improve upon the Westin experience for all of our guests. We hope to have the opportunity to regain your confidence and welcome you back to the Moana Surfrider, A Westin Resort & Spa to experience the true meaning of our motto, “First Lady, First Class.”
Thank you!

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Reviewed 2 July 2014

We visited the Moana Surfrider for cocktail one evening. This hotel is a local icon of class and elegance.Always busy during cocktail hour, what a great spot to kick back at the end of a great day with a delicious cocktail. Our waiter was excellent and remembered everyone's drink every time.
The only minor disappointment was being served our drinks in plastic glasses instead of glass.

  • Stayed: June 2014, travelled with family
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Thank Kiwigolfer2011
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 reviewResponded 7 July 2014

Aloha,
Mahalo for your review. Thank you for visiting the Moana during your stay in Hawaii. As the first hotel built on Waikiki Beach, the Moana stands as a symbol of timeless elegance and old-world charm. We take great pride in preserving the history of the “First Lady of Hawaii” and are happy to hear that you enjoyed the historical ambiance of the property. We are also pleased to hear of your wonderful personal experience with our associates at the Beach Bar. On another night in paradise, we recommend enjoying evening cocktails at bin1901, our piano bar near the grand staircase. The eclectic wines, hand crafted cocktails, international beer selections, and exotic sake are sure to make the perfect start or finish to a memorable evening. We await your return to the Moana Surfrider, A Westin Resort & Spa.
Thank you!

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