TripAdvisor Traveler Rating

This was our first resort experience ever. Loved it. My hopes were fulfilled when we discovered that just like reviewers said, this is the best of both worlds for parents of littles. You get the calm quiet of the Royal Hawaiian grounds plus the family friendly amenities at the Sheraton next door! The food at Mai Tai (short rib ragout, lobster roll) was perfectly seasoned and delicious. That said we also enjoy a picnic to go from the Lawsons next door. Activities (make a flower bracelet, yoga) were enjoyable. Location and room great (love an electric kettle). This is going to sound crazy to some parents but for those who need to know: our toddler is completely sleep trained, in a crib on her own every night. Our room had a closet big enough to fit the crib! This eliminated the problem of bedtimes not aligning! I’d call ahead next time and specifically request this layout if we had the good fortune to visit again before the crib is outgrown. I also recommend calling ahead to get the crib into the room by the time you check in, especially with baby jet lag. And yes, you’d be wise to take into account the costs of extras like beach rentals (not a necessity for us) and car parking ($55/day self-park but essential for our hikes and visiting family on the island). All in all this was a comfortable and convenient home base. We look forward to visiting again!

Service and food are fine. No frills, nothing above and beyond what we’ve experienced at mediocre chain hotels we’ve stayed at before. I can’t help but feel like this historic location is resting on its laurels. Last renovated in 2008, the rooms are sparse and worn down. We stayed in the Mailani Tower. The main area of our room (6010) had carpet from foyer area starting to come up, a wicker chair that creaked ominously whenever we sat in it, and pillows that deflated upon use. Luxury hotel it is not. It’s historic. I’d even say ancient feeling given the condition. The location is fantastic. But for the amount of money we paid to stay here, we will not be returning.

Upon check into this hotel my room was not ready. I was told I must immediately get and pay for chairs on the beach even though I did not need them for 48 hours so after our flight and being sweaty and exhausted we had to race to the pool to try and find it with no map and no guidance only to be told that we were not allowed to book it today we had to wait until til tomorrow! The Bellman met us at our room and I refused to allow him to leave the luggage when I saw an unbelievably rundown and small room directly across from the elevator when I asked for a quiet room. I called downstairs and was told the manager would call me. No callback. No answer twice thereafter so I went all the way back down to be given a room up the hallway equally rundown. There is no ability to get food here as the fine restaurant only has a price fix menu and the other very casual restaurant does not take reservations. We stood in line to be seated and had overcooked chicken tenders with fries for $30 that looked like it came off a kids menu. There is no room service! The front desk told me I should try some of the food at the hotels surrounding this location and it’s great because they allow me to put it on my hotel bill here. Really? How generous! I nearly laughed out loud and said I don’t know how me having to leave the property to feed my 17-year-old daughter is great. Then I was told there is a resort fee for God knows what since there are literally zero amenities here. I have to pay for the beach chairs and umbrella but you are charging me a fee!???? I could’ve stayed anywhere I wanted and I chose this place because it was part of their luxury hotel collection and other than the lobby this is as far from a luxury hotel as I have stayed in in years! This was supposed to be an iconic ending to a beautiful mother daughter trip and my daughter and I could not be more disappointed. I don’t pay this kind of money to stay in a room that is a lesser quality than my bedroom at home. This is a rundown old, dirty room and balcony and quite frankly Marriott should be ashamed of themselves calling this a luxury collection. What I hope is that a Marriott CEO reads this and actually makes this right. What a sad ending in that we can’t wait to check out and just get home. Terrible false advertising on claiming 5 stars. I will edit this review for an update if Marriott decides to do right by me.

I hated my stay at the Royal Hawaiian. On arrival, there was a huge line to check in. They were seriously understaffed. The air conditioning is loud and either too hot or too cold. The walls are so thin we heard everything in the next room. We were woken at 4:45 am by the room next door every morning. We complained every day - in person and by phone - but the hotel did nothing. The bathroom is small and has a bad smell. While the hotel is on the beach, all the beach chairs and umbrellas were taken. We could not even enjoy the beach! Btw, it costs $75 and up for a beach setup, but we couldn’t even get it because they sold out before we arrived. The food is very poor. A McDonald’s hamburger has more beef and the fries were gross. The fish was buried in a bad sauce. Avoid this place. Terrible stay. Not well run. Not worth the money.

The Royal Hawaiian is a very special hotel and resort, it is hard to stop smiling when thinking about our stay, the second in 12 months. It's perfectly positioned beachside. The Mai Tai Bar has fabulous food and to die for cocktails. Breakfast in the Surf Lanai is a special treat looking across the white sand. Rooms are luxurious and spacious.