Moana Surfrider, a Westin Resort and Spa

4.5 star rating

This hotel is rated between 4 and 5 stars. 4 star - Quality accommodation with a variety of facilities and services. 5 star - Exceptional accommodation with superior facilities and services.

    What to expect (based on 6320 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-3.5

    5 most recent TripAdvisor reviews:

    Terrible customer service

    Reviewed by 685danielq() on Nov 11, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I have been a Marriott member for 10 years and even though I'm a titanium member, this has been by far my worst experience in one of your properties. These are the reasons why: 1. when we arrived at this property, they didn't want to honor our suite upgrade. I had to prove to them I was awarded the suite upgrade. 2. Even though I'm a titanium member all they gave us for breakfast was continental breakfast. Per terms and condition, they were supposed to give us breakfast at the restaurant for member +1, but due to COVID they changed on their own. - Items included on the continental breakfast was 1 Coffee, 1 Muffin, Chopped pineapple. (I kid you not). They told us they would deliver the breakfast at 8am, first day it came at 10:30 am after I called couple of times, second and third day they never sent it. 3. I spoke to the manager Taka, and even sent him the terms and condition, he said he would talk to his F&B manager and get back to me, I'm still waiting. These year of COVID I stayed at a Residence inn for 65 nights and they had better breakfast then this hotel. 4. I called Marriott to complain since we had no lounge access and no acceptable breakfast. They told me they put a complaint on my behalf and the Westin property would notify me. They never did. 5. we had reservation for 6 days we stayed for 3, we went across the Street to stay at the Sheraton Princess, thank God we made the switch. By far much better customer service and paying almost have the price. 6. At the Sheraton their continental Breakfast had 1 boiled egg, 1 cereal bar, box of cereal, juice, an orange, chopped pineapple, box of milk, 3 pastries and coffee. I'm not joking way more stuff then the Westin. 7. Sheraton gave us 2 welcome drinks, at the Westin hotel across the street since we are Titanium, mind you not even the Westin offered us that. 8. Sheraton gave us a list of all the amenities they provided that were included on the resort fee schedule. Westin did not provide that. My advise please copy Sheraton Princess customer service, they are doing a much better service then you are at this property, for a much better price. W 9. we will never stay in this property again and we do not recommend you staying here, Stay either at the Sheraton or the Marriott. Unfortunately, they have a lot to learn, that goes all the way to the Manager that provided no quality service at all. Thank you sincerely Marriott Loyalist customer since 2010.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-3

    Service

    Service-1

    Post COVID stay was excellent!

    Reviewed by Victoria R(Tustin, California) on Nov 10, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Just finishing up a six day stay at the Moana Surfrider. Everything here is set up so you feel safe from COVID germs as much as possible. Social distancing signs (Please kokua!) and hand sanitizer everywhere. The pool and gym have limited occupancy to avoid crowding but we never had to wait for anything. As always, the hotel is beautiful and the location cannot be beat. You're right on the beach in the heart of Waikiki with the Royal Hawaiian shopping center next door and the International Market Place right across the street. Despite testing at the same place, my daughter's COVID results were delayed so we would all be forced to quarantine. Fortunately, front desk manager, Kyle Anger came to our rescue and helped us get another room for my daughter so the rest of the family would not be forced to stay indoors pending her test results. Mr. Anger could not have been more helpful, professional or kind. He truly exemplifies Aloha Spirit and his friendly, intelligent demeanor and willingness to go the extra yard make him a perfect fit for the hospitality industry. Other standouts for service were Lee at the towel desk and Hayes for pool bar service. What a great staff and beautiful hotel! Thank you so much for a wonderful stay!

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Service

    Service-5

    Amazing resort

    Reviewed by TacoTalon1() on Nov 01, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We have 5 people in our party the room fit us all. We could walk to the beach every morning our party woke up to the smell of salt water. The resort is next to a nice shopping district we could walk to a candy shop, Rolex Etc.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Great staycation spot!

    Reviewed by sandybach88(Honolulu, Hawaii) on Oct 21, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Stayed here when there was a Waikiki event downstairs. Staff is friendly and rooms are nice and clean. The food at the beach house was good & the vibes were immaculate. I would definitely stay here again!

    Not Living Up To Our Expectations...

    Reviewed by Hermann M(Mannheim, Germany) on Oct 02, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We picked the hotel because of its historic background but had chosen a tower wing room as this category offered more space and a balcony. I do not know for sure whether our stay would have been more satisfying in the ambience of the old colonial building - at any rate the tower room (and not just that) fell short of our expectations... Check-in was quick - no lei greeting, no cool towel and no welcome drink (maybe that would have required an extra booking) and (repeatedly) a long wait for the elevator... Our king room with partial ocean view and a balcony was spacious with the typical US chain hotel wall-to-wall carpet and classic style furniture. So far so good... BUT due to its generous size the room looked sparsely furnished (a wardrobe would have changed the impression) and the carpet was not clean (potato chips under the desk). The room looked dark with the tower wing of the neighbouring hotel being just a stone's throw away, and the balcony chairs looked cheap... The bathroom had an ordinary curtain tub/shower combo and would have looked like a typical motel bath if it had not been for a Japanese style toilet and a closet. Needless to say that an open closet in a damp bathroom is not ideal for storing your clothes... While robes were available slippers were missing. The bed was comfortable (!). BUT the walls are thin and the baby next door could not be ignored, not to mention the noisy water pipes early in the morning. As we had not come for a relaxing experience but for exploring the first of three Hawaiian islands on our "round the world" list I cannot comment on either beach or spa. The hotel is conveniently located. The entrance and the historic building are stunning. Sitting under the banyan tree in the evening has a romantic touch. And we sure enjoyed watching people go by from the rocking chairs on the front porch. As I said - maybe a room in the original Moana would have deserved a different rating. But based on our experience we would not come back and cannot recommend it.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Location

    Location-4

    Service

    Service-3