TripAdvisor Traveler Rating

The Good: Damien and Charleston (Front Desk) provided excellent service. The rest of our experience was poor. Checked in around 13:40 (group booking), and room was ready. However, room had dank odor similar to stinky athletic shoes. It was gross. Requested to change room. Front desk offered to send housekeeping up or switch us to a room on a lower floor. Requested to wait for another room, was informed none available even if we wait. Informed front desk of my chemical sensitivity, therefore requesting no cleaning nor deodorizing spraying by housekeeping, and instead requested air filter. Front desk reported that housekeeping would deliver plug-in air filter. I again reiterated the importance of no sprays, perfumes or cleaning... no interventions except plug-in air filter. Front desk voiced understanding. We stepped out for 15 minutes to retrieve something from the car. Upon return, the room was reeking of a strong chemical odor, but there was no air filter. The odor was unbearable, and we started feeling sick. Called front desk, spoke w/ Jackie. Waited for Jackie to find another room to move us to. Took a while, but she found one (meanwhile, my colleagues from our group booking were checking in to rooms... so not sure why we couldn't have been moved earlier as requested) I asked housekeeping what they had just done in the room, and they said they cleaned the mildew in the bathroom. So the odor was probably the mildew remover. I was asked to return to the front desk to retrieve new keys, then go up to the new room and check it before accepting. This took time, as the lobby area was swarming with people. After going up and down, then retrieving new room keys, we moved all of our stuff to the new room. The new room had issues also. I opened up a folded new towel to find someone else's hair inside. I opened up another towel to find what appeared to be makeup smudges/stains inside. We also found a curly short hair on the bed and a long hair in the shower. I called housekeeping and requested a new set of towels. Was told it would take 15 minutes for delivery. Waited 40, then called to inquire on status. Was told delivery was "on the way" Waited another 15 min, then called and spoke w/ manager, who finally brought up the towels. All these issues took 3 hours to resolve, and caused unnecessary stress. I was late in getting ready for my evening event. Since I am a Gold Elite member, I had requested a 2:00PM checkout upon check-in. I called the day prior to check on the status of this request. Jackie would not grant it. After I reminded her of the difficulties I had with check-in, she begrudgingly extended me to 1:00, but acted like she was doing me a huge favor. Abrupt and unfriendly attitude with no apology. The following morning I approached Damien at the front desk, explained the situation, received appropriate apology, friendliness, and helpful attitude. Damien checked with Charleston and got my 2:00 check-out request approved. Based on the unclean rooms and poor housekeeping, unhelpful staff and hoards of crowds everywhere, I do not recommend this property. There are much better options and price points in Waikiki.

the resort no offer you room service !! also when you call when you need something they not answer phone call rally bad experince i had very bad experience ! they said the property is remodel but is not , I can't sleep because a BIG BOOM NOISE i put a complain and they offer me to remove some days from my reservation but they never did . when I call had horrible customer service there is differents managers respose and no body want to resolve this matter. and is really bad because thats no my first time in this resort and was happy before , but THIS TIME was a Horrible experince i will never come back again.

This hotel is in a prime Waikiki location. We mostly chose it for the Sheraton's high standards for hotels and for the prime location. Close to everything. Steps to Waikiki beach, great restaurants and service, outstanding views, really nothing I didn't like about this hotel. That being said, this hotel is where real estate is expensive and the rooms are small. There are lots of people everywhere. This is a massive hotel and the elevator bank is jammed with people coming and going. Like most Hawaii hotels, it's difficult to find a spot at the pool as well. Excellent staff and housekeeping. We even found a washer/dryer so that was a bonus.

Upon checking in we were given a free room upgrade for being a Marriott member. Had I known, I’d be charged all these random fees after checking out I wouldn’t have accepted the offer. We arrive into our room and the bed was dirty. Sheets had stains, the pillows smelt like a prior guests body odor. Almost as if the maids just made the bed with the same sheets and flipped the pillows to seem as if it was “clean”. The stench of the pillows were smelt soon as we sat on the bed. I had to request for new pillows. The hotel itself is jam packed with people so elevators can be crowded. Parking is $55 for self parking and $65 for valet. Which is a complete rip off. The self parking garage is not worth $55. It’s a shared garage, the first 2 levels are reserved and levels 3-7 are usually jam packed and crowded with cars and not to mention the garage is narrow and parking spaces can be tight. (Not suv parking friendly) Upon check out I realized I was being charged random fees, I called numerous times to speak to front desk who is 24/7 but NOBODY answered my call & tried to speak to billing and was informed after my 3rd call that billing was not in office. I’ve contacted the hotel for assistance and guidance on how to receive help for my recent stay here and one of the operators hung up in my face. the customer service here is a 2/5. I wouldn’t stay at this hotel unless you are prepared to get charged an arm and leg for hidden fees and taxes. The hotel is NOT worth all the fees or taxes.

The two of us stayed for 10 days at the end of June '24 on the 20th floor with nice ocean views (not Diamond Head, unfortunately). Decent sized terrace and air conditioning was on point! Our mattress was a bit soggy/soft/indents, but the pillows were great. Fantastic location, lovely lobby and our room was well appointed aside from the lack of space to empty our 2 large suitcases contents of clothes for a 10 day stay. The toilet/bidet was awesome!! Maid service skipped our room twice during our stay (one time leaving us with no tiolet paper!), so we left a smaller than normal tip for them upon checkout. The Cons: The Edge bar closed daily at 430pm, which was ridiculous considering the hotel's occupancy and it's a great spot to watch the sunsets! We ended up leaving every late afternoon and spent our Happy Hour money elsewhere. The only other restaurant open besides the crazy $$$ breakfast spot only (Kai Market with $30 eggs) is Rum Fire with a menu that consists of spicy everything, not a coconut shrimp or expected typical Hawaiian item in site and pricey lackluster cocktails ($20 Mai Tai's for example) = nope! We had an issue on the 7th day of our stay in our room, requiring in House Security. The Security rep was professional, prompt & courteous but we never got a phone call or contact from Management regarding this issue and we did not know if it had been actually resolved. As a result of Management's clear lack of care & communication- we were not comfortable for the rest of our stay, sadly. So...book at your own risk, knowing you are entirely on your own if something bad happens! After returning home, I sent several emails asking why we had no closure/assurance, all of which were received and was asked for more details of the issue, which we provided- then...zero response and we know why- they 'dropped the ball'. It is impossible to speak with ANY Management onsite, just so you know. Also, consider swimming at Royal Hawaiian's beach-which was fantastic for swimming- no later than 3pm daily, as we watched a large black tip shark swim around daily at about 530pm- I have a great video of it! It never appeared before 530pm, but do remember that aquatic life is alive & flourishing in Hawaii. We never swam at the infinity pool as we observed people staying in that pool for hours, drinking cocktails and never exiting for the bathroom ???? Will we return to Sheraton Waikiki, as we regularly come to Oahu- not likely, mostly due to Management's absolute lack of expected concern & basic manners but also for their lack of restaurants & bars onsite.