TripAdvisor Traveler Rating

Booked in June for a 5 night stay starting Sept 20 directly from hotel. Checked their website on Sept 8 to see if they offered a airport shuttle and happen to catch a very small print “special announcement “ which said the pool would be closed from September 5 to November 15 for renovation! Immediately called the hotel and asked why I wasn’t notified and was told it on there website.. nice try! Asked why I wasn’t told that when I made a reservation and they had no answer. Can’t believe that in mid June they did not know that was happening . If they really didn’t know the they should have contacted anyone with reservations in that time frame. I then asked if we could be compensated in some way was told that we already received a discounted rate and maybe or maybe not when we checked in the concierge could could give an additional price cut! As an IHG member and a Holiday Inn Vacation Club owner I am very disappointed. Whether you pay 200$ or 2000$ a night you should be told of any think that might alter your stay in anyway. I know emergencies can arise but pretty sure a pool renovation isn’t one! Fortunately we were in our cancellation time frame and that’s exactly what we did and able to book another hotel! Could we have done without a pool, sure we could. But after the way they the hotel handled it acting like no big deal and not willing to do anything we figured we rather give our business to someplace else!

This was our second time staying here. First time, the staff was very friendly and helpful. This time was different. Kendal, working the night shift front desk, was very rude. She was arrogant and didn't want to do her job. I don't stay at hotels where the staff feels emboldended to lecture me and make snide remarks. Will never stay here again.

The Pros: The Hotel staff were friendly; Although the buffet choices were limited, there was an abundance of food; The Hotel is positioned away from the noise of Waikiki but still within a 10 minute walk away from the main strip of Waikiki, however we noticed a few dodgy-looking characters walking around the area (even during the day); Our son enjoyed the minigolf, giant chess board, foosball, and shuffleboard games; The cons: The rooms were absolutely tiny and looked nothing like the photos. I'm not sure if the photos were extremely old or had been professionally photoshopped but we were extremely disappointed that they looked nothing like reality; The air conditioner was an old box in the window style and was literally (NB: not figuratively) the same volume as an old lawn mower. Even with ear plugs, it was impossible to sleep through this noise; Although the cleaners came everyday, the sheets had stains as did the carpet and therefore the rooms did not feel totally clean; The pool was also really small, old, and looked nothing like the photos;

Rooms are TINY, pool is also small. The worst was getting stuck in the HOT elevator, it was pretty traumatizing for our youngest. They did give us a night of free parking and waived the resort fee but definitely didn’t make up for the experience especially because their initial response was “well you will have to wait until the elevator company can come in” luckily the elevator reset and we got out. The parking situation sucked so we ended up parking four blocks over. Wouldn’t stay again. Would rather pay a little extra and stay at outrigger.

A lady named Gladys that works up at the front counter deserves a raise !!!! She has got to be one of thee best customer service people I’ve ever encountered in my entire life !!!! She’s has such a kind spirit and always smiling !!!! ?????