Paid extra fees that I've already paid for at booking
Sep 26, 2023
I stayed at the Aqua Aloha Surf, but I believe their practices are deceptive. I booked my stay on the Capitol One portal, and I thought I had a good deal, but I noticed that my taxes and fees were HIGHER than my ENTIRE stay for 6 nights. After some back and forth with them and Capitol One reaching out to Aqua Aloha Surf, they provided me with the breakdown of the charges, which included:
* Room Occupancy Tax: $74.35
* Room General Excise: $34.22
* County TA Tax: $21.78
* Accidental Damage Waiver Fee: $47.12
* Reservation Fee: $35.33
* Check-Out & Cleaning Fee: $176.94
Now, here's the dilemma. When I checked into the Aqua Aloha Surf, they charged me additional fees for the above items, despite my initial payment. I informed them that I contacted my credit card company, but they said they don't work with credit card companies, only third-party bookings. I even showed them my booking confirmation, but the front desk insisted on charging me and advised me to dispute it with my credit card company, which took up a few hours of my vacation. I don't want to blame the front desk because, for most of my stay, they were friendly. However, I believe they only followed their training to charge all customers with the extra taxes and fees.
Additionally, I booked the Superior room, which they listed as 344 sqft, but when we got the room, it was smaller, more like 280 sqft. Or maybe I’m mistaken, and 344 sqft is that small. I checked with the front desk, and they confirmed it was the Superior room. I was fine with it since we didn't plan on staying in the room much. However, had I known the room was that small, I might have opted for the next level up for a bit more comfort, as I initially intended. Or if I had known the total cost, I might have spent a bit more on a higher-level hotel closer to the beach. The distance from this hotel to the beach isn't bad; it's only a 5-minute walk, which is a plus, but the next-level hotel I was planning to book was only 2-3 minutes away.
The room already had limited outlets, and one of them didn't work, so I was glad I always carry extra outlets when I travel. Lastly, there was a baby roach in the bathroom on our first night. For late-night snacks or early morning breakfast, I would grab instant noodles from their vending machine. However, the noodles from the foam cup had a lot of micro ants in them. The front desk said it was the vending machine company, separate from the hotel, that restocks them. The gentleman at the front desk was friendly and refunded me.
Overall, if everything had been clarified at booking, I might have been fine with the fees, but I felt everything was a mess. If you're looking for a boutique hotel and don't plan on staying in the hotel much, this may be the hotel for you. As for me, would I book this hotel again the next time I'm in Waikiki? I would say it's unlikely.
Comfortable, Affordable, Great Location, friendly host and staff
Sep 11, 2023
Staff was very attentive. Reservation said no housekeeping but they still came and cleaned and will pick up our trash when we left it out the door when it got full. Beds were comfy and location was awesome, you are at walking distance to the beach and all of the restaurants. They provide towels, water and they give you cute welcome beads when you check in. They also gave us a special place to park our huge cargo van. Host was very responsive through Airbnb and the price was really affordable I think we saved a lot by choosing this stay. Tip; do not remove the green energy card near the door, I did the mistake and took it out and when we got back I thought the AC was broken because it would not turn on. Called front desk and they solved it immediately but it was my fault and then they explained the purpose of the green energy card. Front desk was always very sweet and housekeeping ladies were very sweet as well. Will definitely stay here again!!! It also has a patio which had a pretty view from our room. Thank you for the wonderful experience!
Sep 03, 2023
The hotel needs updated rooms, way too old. Ants sometomes appears...Refrig leaks and defrosts over items. But the staff, super great and always helpful, Cena, Kalei, Davore, Tufuga, Lance, plus more if I forgot anyone.
Aug 19, 2023
Aqua Aloha Surf-The Staff here are absolutely FANTASTIC!!!My first time in Hawaii & I was very spoilt-The Reception Team-Kalei-Vinh-Davie-handled everything perfectly-They do an Amazing Multi Tasking Job & I was very impressed with their warm hospitality & Vinh was very generous to let me view balcony room for future bookings-Mahalo-Aqua Aloha Surf you are an Incredible Team & Hawaii should be proud of you!!!I enjoyed my 6 days very much & will definitely return here-Australia needs staff exactly like you!! 3 cheers for Aqua Aloha Surf-Waikiki!
Don’t. Just don’t. You’ll thank me later. This place is horrid.
(Little Elm, Texas)
Aug 14, 2023
Don’t walk away from this hotel. Run! I would bet this property was nice when new sometime in the late 60’s. It looks like it hasn’t been updated (or maintained) since. EVERYTHING is dated. Look closely at the photos on the site.
Room was tiny. I measured the sleeping area an it was 9’11” X 11’10”. That’s 117sq ft! Add on the bath area and the room is still smaller than a cabin on a cruise ship.
There was mold on the curtain in the bathroom (see pic) and the shower looks like it was last cleaned when Carter was President.
Oh, the best part? The ENDLESS fees when checking in (also see pic). Let’s see, there’s a:
Reservation fee (plus taxes) $30
Damage waiver fee (+ taxes) $40
Check out cleaning fee (+ taxes) $150
Plus, and get THIS, a $260 fee for the privilege of checking in (well $220 + $39.51 in taxes )!!!!!
$480 in fees!!!!!!! What a scam!!!
Look at the receipt: $663.84 for ONE night in this crap hole.
Seriously go elsewhere. You can stay at a luxury hotel with beach front access for about 2/3 the amount.