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2157 reviews
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Jan 05, 2025Very Disappointed
From the moment we arrived the customer service was awful and the room was old and dirty. We tried to get a different room but they said there was nothing available. The deadbolt did not work, the carpet was stained, there was damage to the balcony overhang, various "hairs" in the bathroom area and the vents were filthy. We ended up leaving a day early as we just could not stay there anymore.
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Dec 28, 2024
False advertising on ocean front rooms- complete disappointment!
We booked and paid for an oceanFRONT corner view room with a balcony, but what we received was far from that. Instead, our bed faces a neighboring building, and the ocean view is only partial—certainly not the oceanfront experience that was advertised in the photos. Adding to the disappointment, check-in was supposed to be at 3 PM, but we had to wait an extra hour to access our room, even after spending thousands of dollars. This feels incredibly misleading and unprofessional. Customer service has been lost on this location.
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Dec 27, 2024
Worst Experience Ever at a Marriott Property
Worst experience ever at a Marriott property! Booked and paid for an oceanfront room. Called 3 times to make sure I was getting an oceanfront room and ended up on the 7th floor with the view in the pictures attached. We are looking at the pool with children yelling and screaming into the night and other buildings with a tiny view of the ocean. I have met with 3 managers about this and none of them cared at all. They would not move us to a higher room with a true oceanfront view which we booked and paid for. This room is NOT in any way, shape or form an oceanfront room, as seen in the pictures. If you stand on your toes, you are lucky to see a view of the ocean. Total fraud! I have invited all the managers to our room to view it, and none will come. I really wanted to make this special for my wife on our 35th wedding anniversary. In addition, while we were registering at the front desk, the front desk employee offered us an upgrade to a Junior Suite Corner Room for $90 extra per night. I absolutely agreed to it, and she came back a few minutes later and said it was not available. She already showed me it was available and showed me pictures of it and we had already agreed to upgrade to it. Again, I talked to 2 supervisors and even though the room was available and offered to me and I agreed to take it, they reneged on the deal they presented me. I did not ask for an upgraded room. They presented it to me. Our room on the 7th floor is absolutely the smallest room you will ever see that has not been remodeled in years. We could have stayed anywhere in Waikiki, but the reason we stayed here was because they offered "the oceanfront room" which none of the other hotels had available. Still waiting to hear from someone in authority about this situation. Worst experience ever at a Marriott hotel.
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Dec 26, 2024
Terrible
Old and outdated. Don’t wasted your money. Stained counters and shower pans Not what is pictured! We travel all over and this hotel is not worth it. We paid $6000 for 8 nights. They moved our room After we complained and it was the same. We went and bought cleaning supplies
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Nov 04, 2024
Dangerous, major power outage with no backup generators, otherwise decent
I wanted to write a better review, but on Saturday November 2 there was a complete power outage in my 33 floor tower. The emergency generators failed too, so there was no working elevator or lighting in the stairwells. The building didn't even have battery powered emergency lighting in the stairwells. People were trapped upstairs, and those of us downstairs couldn't get things like essential medications from our rooms. One person fell and hurt herself trying to get down in the dark. The staff finally got lanterns and started escorting people up and down. Fortunately people upstairs were in safe conditions. We were told the cause was a fire in the electrical panel though, so what if it had spread? The outage lasted almost six hours. Some people were given rooms in the other tower but I didn't get to the front of the massive line. When I finally got upstairs late in the evening, worried about getting trapped up there with more power problems, there was no AC or hot water. They hadn't gotten the systems working again. I spent a fitful night trying to sleep covered with salt and sunscreen, periodically being blasted with wind from the open lanai door that provided the only ventilation. The AC wasn't even on when I got up the following morning to end my stay and check out. The thing that has me writing this review is all they refunded me was $100 in resort fees - my colleague only got $50. We both still had to pay $380 with tax for little more than a bed. When I asked to speak to a manager about a more reasonable refund, I was ignored for 20 minutes until I left to catch my flight. The managers were apparently hiding rather than talking honestly and openly to guests. The rest of the stay was maybe 3 stars. The room had a nice view of Diamond Head and a great lanai, but it was furnished and laid out poorly, with no desk at all so I couldn't work easily. The couch and a small round table were crammed into a corner on the same wall as the TV. The only way to watch the TV was from bed, or an uncomfortable little wicker chair. The couch was a fold-out but there was no space to open it. The restaurants are overpriced and the food is inconsistent. The expensive sushi restaurant had good sake but unremarkable sushi, and the third floor grill served up great fish tacos one night, but dry, overcooked fish and undercooked asparagus the next. The Italian restaurant is excellent, but even more wildly overpriced than the other restaurants. The luau was great and that's the one thing I'd recommend at the hotel. The food was excellent, with salads, fish, prime rib, and pulled pork. The poi was even good, which is a first for me. The MC and dancers were also great.