TripAdvisor Traveler Rating

My service at the Sheraton Waikiki was phenomenal. The staff is very welcoming and accommodating, made the stay very enjoyable. Housecleaning was great, we loved having Arlene. She was a breath of fresh air and genuinely nice. Thank you so much for making this an amazing first time experience!

Just back from a 6 night stay and very happy to have been allocated the room. we requested (the same one we booked last time, as the view is so good!) This is our 7th time staying here and it never disappoints - the perfect location, beautiful resort setting and excellent amenities on site. It's an expensive treat given the low Aussie $ at the moment, but we'll be back for sure!

We’ve visited this Sheraton several times but our recent stay was the last time as it left us “pissed” off. On our first night after getting into bed for the first time, we were trying to fall asleep but noticed a stench and soon discovered a urine spot on the bed (photo attached). We had to promptly shower after as we were covered in it, which was absolutely disgusting. The hotel supervisor was notified, who stated that they would find a solution upon verifying it. Staff was sent to put on a mattress protector as it wasn’t there before and it appeared that they expected us to continue sleeping on the urine spot when we were already disgustingly covered in it. Had to clarify the situation and they kept on addressing it as a “wet spot” even though they refused to even take a close sniff and confirm that it was urine. We were located to a “better” room that had a smaller patio, a bidet that didn’t work and constant howling wind noises. We spoke to the day supervisor the next day after we had time to calm down and process the incident. The day supervisor Jacki seemed only interested in addressing matters with our new room and we had to advocate for a resolution to the previous room’s incident. It was unnecessarily arduous. The resolution we were provided after was not satisfactory and we had to speak with the night supervisor Charleston who was far more understanding and compassionate, where he was able to work out a resolution that we were satisfied with. Kudos to Charleston for his professionalism and human approach to the matter as he showed good customer service. The reasons why Sheraton was our go to hotel was because of the good customer service, cleanliness and their infinity pool. The customer service was not good anymore and the cleanliness is all but just a word after our recent experience. The infinity pool is adults only, but you won’t be able to tell as they don’t enforce the rules, so you’ll have chairs claimed for hours on end and guests blasting their own music loudly and blatantly in front of pool side staff who turn a blind eye. To sum up our recent trip, we basically stayed at Sheraton “Waipeepee”. Let my review serve as a word of caution if you consider booking here in the future, as this is quite an expensive hotel.

Roger in housekeeping is a JOY! Such a shining star- thank you for caring!!!! Entire resort and experience top notch! Our honeymoon was made incredibly special on this beautiful island! We cannot wait to be back at this wonderful resort and gorgeous island!

We had an amazing stay! Our room was well appointed and the bed was very comfortable. Our experience was even more enriched by the top-notch excellent customer service provided by Charleston. Mahalo for making my birthday extra special! Couldn't thank you enough! I can't wait to come back next week and hang out at the best infinity pool in Waikiki!