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Reviewed 24 March 2021 via mobile


SCAM!!! Watch out if you don’t want to be treated like me!!! I stayed at this hotel last December because there was a promotion during pandemic. It was an okay place to stay at a price with 70% off their normal price. After check-in, I was asked to do a 2-hour survey right at the site in exchange for an $150 voucher. However, when I got there it turned out it was a sale presentation by Diamond Resorts group which owns this hotel. If I had known it would be a sale presentation I would not accept to come since I knew it would be very disturbing to deal with sales men during vacation. However I could not get away as I felt awkward to do so. I decided to sit for 2 hours to fulfill my commitment but was kept for more than 3 hours. They presented to me a lot of packages but I refused them all because as a finance controller I could quickly get the implications of their numbers. They focused on the benefits but talked very quickly about other things which could trap me into life commitment with annual maintenance fees. This is just another type of timeshare business that a lot of people got stuck in. After I rejected all proposals and was about to leave, the 4th and last sales man came to me with a proposal including a $2500 2-year point package worth a week stay at their resorts in Hawaii and no maintenance fee. In order to convince me to accept it, he offered me 4 hotel certificates which I could use each for a free week accommodation at any hotel in the world and only pay taxes. He said they would be valid for 2-year booking and 3 year accommodation. I was asked to sign the agreement immediately but they could not give these certificates to me until after 14 days since the effective day. Although I did not like the idea of getting the certificates later, the offer was attractive to me indeed. Who would not with 4 free week accommodation at any hotel in the world in addition to the the $2500 hotel package??So I decided to sign the agreement with the trust they would fulfill their commitment as they showed themselves a big Company with the biggest member network in the world committing to great customer service. They also said they had just acquired Expedia. When the 14-day period passed, I asked them to send me certificates. They sent me 4 online ones with expiration dates of May this year instead of being valid for 2-year booking and 3 year accommodation as they said when they were trying to convince me to sign the agreement!! How can I use them all before May? And this is not what they committed!! I disagreed, of course. They have been delaying responses and it has been almost 3 months since I brought up the issue!! Then they said they would send me 1 certificate by mail. Promised 4 and now just 1? Kidding me? I asked them for a full refund because they could not fulfill their commitment but they have been silent since then. Shame on them! Shame on Diamond Resorts!

Date of stay: December 2020
Trip type: Travelled solo
4  Thank thuytien1086
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diamond Resorts, Owner at The Modern Honolulu, responded to this reviewResponded 26 March 2021

Hi Thuy, we regret to learn about the current issues you are facing with your vacation certificates. Please reach out to us at CustomerServiceSM@diamondresorts.com and we will make sure to get to the bottom of this. –HN

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Reviewed 4 March 2021 via mobile

I’m sure the hotel is normally nice but it’s not worth the money during covid. The staff picks and chooses who and when to enforce rules which makes the experience frustrating and uncomfortable. I bought a coffee from across the street since the hotel doesn’t offer any dairy alternatives and the pool guy told me I could only drink it in the lobby. So I left , drank the coffee in the lobby then returned to the pool. Once I came back to the pool I was rudely approached by a manager who told me to put back on my mask. I was the only person out of about 30 people asked to wear a mask while sitting near the pool. When I pointed this out the manager rudely dismissed me and left without approaching any of the other guests. I understand the rules are in place for everyone’s safety but when only ‘ certain ‘ people are required to follow them it’s discriminatory. Stay somewhere else closer to the beach and save yourself the headache.

Date of stay: March 2021
Trip type: Travelled solo
3  Thank Shawn24nyc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diamond Resorts, Owner at The Modern Honolulu, responded to this reviewResponded 6 March 2021

Hi Shawn, what you described does not exemplify the first-class customer service we strive for. We will address your comments with our team to further improve our services and hope you will reconsider visiting us again whenever your travels bring you back to Honolulu. -HN

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Reviewed 2 March 2021 via mobile

The hotel’s location and view are perfect. A little removed from the hustle and bustle of mid-Waikiki but close enough to walk to and the beach by the hotel is awesome - way nicer than Waikiki Beach. The pool area is pretty and the rooms are bright white and fresh. The fitness room is well-equipped. There’s a spa but it was closed due to Covid. Downsides were no housekeeping during Covid, low hot water pressure on the 16th floor, weirdly dim hallway lighting, a coffee stain on the carpet in the room, and unimaginative restaurant food. Prices were good for this location and quality. Would definitely come back.

Date of stay: February 2021
Trip type: Travelled with family
2  Thank jroh2o
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diamond Resorts, Owner at The Modern Honolulu, responded to this reviewResponded 3 March 2021

Thank you for choosing to stay with us! It's a pleasure to read you enjoyed your stay. We hope to welcome you back soon. -GP

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Reviewed 1 March 2021

Check-in at 4p is kind of insulting to start with. And check-out is at 10am. The Grab-n-Go restaurant was awful. Like how hard can it be to screw up a $17 chicken sandwich? There is no maid service during your stay. A big part of a resort experience is that you don't have to make your bed. So ,fail. But, you still get charged $40 daily resort fee. This includes 2 (two) bottles of water in your room. If you need ice, it is self-serve, but not on my floor. And I was dissuaded to get some because the ice bucket they give you is about 6oz max capacity.. If you call and ask for one more bottle of water, because all the bars are closed at 10pm. Forget it. Apparently, no one in the hotel can get you a bottle of water. The room was clean and had a nice view. There are many, many better options in Waikiki, especially now. The staff knew how to do it right with plenty smiles and aloha. Apparently, the management team at Diamond Resorts has made it impossible for them to the job, restricting them from doing any frontline guest service experience. Shame. Because this used to be a great property and has potential to be better. For now, I would avoid it, because Diamond Resorts, the corporation, does not know aloha.

Date of stay: February 2021
    • Location
    • Cleanliness
    • Service
1  Thank Eleuterio99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diamond Resorts, Owner at The Modern Honolulu, responded to this reviewResponded 2 March 2021

We're sorry to hear you did not enjoy your stay and appreciate your constructive feedback. We will share your comments with leadership with the intent to improve. -GP

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Reviewed 26 February 2021 via mobile

Please stay away, they are cheater and they collect monry from your account: we just call police officer and get our money back. They are selling tours and once you call place you found out there is no reservation.

Date of stay: February 2021
Trip type: Travelled as a couple
2  Thank 516onders
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diamond Resorts, Owner at The Modern Honolulu, responded to this reviewResponded 28 February 2021

This is very concerning to hear and not at all what we do. Please send us an email with more details and your reservation number to CustomerServiceSM@diamondresorts.com. We look forward to getting to the bottom of this. -GP

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