TripAdvisor Traveler Rating

We had a lovely stay during our Make-A-Wish trip for my daughter. Our family’s first trip to Hawaii. We were immediately made to feel very welcome. All of the staff were very friendly and accommodating. Sonny was among the best. He went out of his way to see that we were getting settled in for a relaxing day in the cabana we rented which was right on the beach. The kindness experienced felt so genuine. The hotel setting is picturesque and there are countless shops and restaurants close by. So many in walking distance and a few shops and a restaurant right in the hotel. We also went on two tours which picked us up either right outside or a few blocks from the hotel. My son’s favorite part was enjoying the hotel’s beach front. We rented surfboards right at the base of the steps from the hotel to the beach. We are about to board our flight home and already cannot wait to return.

Our experience with Sheraton Waikiki was incredibly disappointing and, frankly, unacceptable. We were traveling to Hawaii when a Kona storm disrupted our plans, leaving our family scrambling to find a place to stay. During a stressful situation, we called the hotel directly to book a room and were very intentional about asking the booking agent to clearly outline all additional fees. Multiple times, we were told the only extra charges would be parking and the resort fee. However, while still on the phone, the reservation confirmation came through—and it included over $600 in additional, unexpected charges. When we questioned this immediately and said we did not agree to those terms, the agent refused to cancel the booking and instead transferred us to another line. Despite addressing the issue right away, the hotel ultimately refused to cancel and charged us for half of the stay. To make matters worse, the terms and conditions were rushed through so quickly they were impossible to reasonably understand, and we were simply told they would be sent digitally after the fact. As a military family, this was meant to be a once-in-a-lifetime trip that we carefully saved for. Instead, we were left dealing with added stress, unexpected costs, and zero resolution—without ever stepping foot on the property. This experience reflects a serious lack of transparency and customer care. We hope management takes this feedback seriously and addresses how situations like this are handled in the future.

Service was great for room 3023 and our housekeeper Arlene always greeted us with a smile and an Aloha :)

Excellent checking in with Mark who found us rooms for an early access to our rooms, a god send after a long flight. Very impressive view from the balcony and great access to the pools and beach. Kids loved the gym and pool tables. Rooms were spacious and well appointed. Well situated for easy access to shops and restaurants. Express check out made things easy and there was no wait for the taxi.

We last minute decided to change resorts and stay at the Sheraton Waikiki Beach. To say this resort completely blew me away was an understatement. The lobby is absolutely stunning. The staff were friendly and attentive. The rooms were a tad smaller, but still perfectly fit our family of 3. We had an amazing ocean view, and loved watching the sunset from our balcony. The location cannot be beat. It’s a great location on the strip, and all the food and shopping are minutes away. The hotel went above and beyond for the Easter holiday with hosting an Easter egg hunt for the children. It was one of the best organized hunts we’ve ever attended. On our last day, with the impending storm, the hotel organized meet & greets with Rumi and Stitch to keep kiddos occupied while stuck inside. My daughter had so much fun playing games with Rumi. My only complaint, as most other reviews mention is the pool situation. The pool/beach rentals are handled by a third party, and the staff can use some training in customer service. They had horrible attitudes, and talked very rudely to guests. At one point they were out of towels, my husband had inquired about them getting towels eventually, and the attendants said “don’t you have towels in your room, why do you need towels down here”. The folks at the beach station were a little more friendly compared to the pool station. The pool has very limited seating, so I highly suggest budgeting for cabanas. We saw a few arguments over chairs on the pool deck. I would definitely stay here again, even with the unfavorable situation at the pool. If you bring your own towels, and head to the beach only you can avoid the attendants entirely.