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Reviewed 22 May 2012

The location of the Sheraton is amazing and they are certainly relying on this for bookings. We are SPG gold members, have stayed at countless Sheratons over the years and I would have to say I was disappointed by the Sheraton Waikiki on several levels but it's a shame because these problems would be easily fixed if management got their act together.

Date: May 18-22, 2012

Room: Ocean front suite room - very spacious, elegantly furnished, clean, comfy bed, two balconies with spectacular views. Negatives: Noise from band/DJ and people screaming went on past mid-night on Sat & Sun night. Impossible to sleep until after 1am. No mini-bar, coffee/tea cups *thin plastic*, not even a bottle opener. Bathroom supplies - seriously lacking (is this a Sheraton or Forumla 1?)

Room Service: Open from 6am-10am & 5pm to 10pm. We wanted to get a very early breakfast as we needed to get up at 3am for the Triathlon - not possible. Most 4-5star hotels I've stayed at have 24hr room service.

Check-In: We arrived at 2:30 and we were told the room wasn't ready. OK, check in is 3pm so no big deal. 3pm and room is still not ready, "sorry it's a housekeeping problem......they are not answering their phone." At least 10 other people had the same problem! And to top it off, one guest pops by and says "thanks for the LATE check-out." Everyone was annoyed. Finally 3:25pm we get our room keys, no explanation of anything! Walking along the hall on the 8th floor we find the housekeeping staff all sitting around, eating and taking a break - while others still wait for rooms downstairs! Luggage arrived FOURTY minutes later!!

Package deals: Our 4 night stay included several extras. In-room champagne upon arrival --- it arrived 5hrs later at 8pm. 2 phone calls to ask where it was and the answer was, "we are very busy, sorry"

Housekeeping: Let's just say this is one area Management should really work on. Dirty hand towels left behind on bathroom vanity, bath not cleaned, no replacement towels until after dinner in the evening, garbage left several times, nothing tidied up at all. Paper coffee cups arrived on day 3!

Pool: Lovely pool but very small and good luck getting a pool side chair, they are all "taken" with people's towel from before 7am even though no-one uses them until after noon when the sun hits the pool area.

Reef Edge Restaurant: Had a great lunch here, superb location, friendly efficient staff!

RumFire Restaurant: Fabulous location, lovely food. Waitress and chef went out of their way to accommodate our request all with a smile!

Kai Market Restaurant: Quiet nice dinner buffet and breakfast buffet, staff friendly and efficient.

Concierge: Very hit and miss. A couple of staff members are very friendly and helpful others are disinterested and borderline rude. We nearly missed our airport transfer because of a mistake made by one concierge staff member. Luckily the Roberts Hawaii staff member went the extra mile and came to find us while we waited at the *wrong* pick-up area that the concierge had written on our receipt and the valet checked twice!! Even he said communication with this hotel is a nightmare!

Spa: Hubby and I had two massages during our stay. The first was awesome. Vanessa is amazing. The change-room, wet sauna, showers etc are very old and in need of repair (cracked floors etc. Relaxation room is lovely. Spa reception staff are excellent. Our second massage, I was less impressed by the masseuse, she seemed disinterested and the massage was very average. Hubby however said his second massage was fantastic. After the triathlon we both really needed this massage!

30th floor club lounge: excellent views, breakfast & evening spread very average. Staff friendly and efficient.

Check-out: "where are your coupons?? You need coupons to claim the package extras!! Check-in staff should have given them to you." Really? You want to end this holiday experience by hassling us over "coupons" that *you* were supposed to give us! So just when we were in a great mood after an overall lovely few days and a fantastic triathlon, Sheraton staff manage to kill the atmosphere! They did deduct the cost of the extras in the end but it should *not* have been like this at a Sheraton.

I will never stay here again. There are some other amazing looking hotels close by that we will check out for next year's triathlon.

Hubby booked this holiday and I wish I had checked trip advisor first, I've learned my lesson.

Room Tip: I loved our suite room (802) location for the views but if you want to sleep before midnight don't book this Sheraton.
  • Stayed: May 2012, travelled as a couple
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4  Thank JulesSuzuki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonWaikiki, Guest Experience Team at Sheraton Waikiki, responded to this reviewResponded 25 May 2012

Aloha and mahalo for your very detailed review. We would like to first thank you for your loyalty, as an SPG Gold Member we know you have a lot of experience with Starwood Hotels and Resorts and we valued your feedback. We have shared your entire review with the management team so they can address all of your concerns. We would greatly appreciate you contacting us directly so we can properly follow up with you. Please email us at 377GuestExperienceTeam@Sheraton.com when you get an opportunity. We look forward to hearing from you soon and mahalo again for your comments.
Mahalo nui loa,
Sheraton Waikiki Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 May 2012

We enjoyed an ocean front room 7th Floor! Our Lanai (fairly private for ocean front) had a sweeping view that included Diamond Head. I was worried about the music below (bar) being a problem, we like to leave our slider open at night while we sleep to hear the ocean, it was just a tad loud, but apparently not a problem since I slept through it! HA. The room was simple and clean and the bed super comfy! The hotel has everything and if the hotel doesn't have it, the ABC store will. The property is very well maintained and lucious with tropical foilage. Such a great location on the beach, as other reviewers have said, you can walk right out the hotel to the beach, shopping, and dining. Only need to rent a car if you plan on seeing other parts of the Island, which I highly recommend! Recently renovated (not that recent but not that long ago either) the old pool is now an "infinity pool" and is very very cool. The Edge had good Mai Tais, which we sipped in the infinity pool. Overall, they get my Hoo Rah vote! We will return.

Room Tip: The hotel faces many diffent directions, ocean front does not get sunrise (more morning shade), diamond head side and city side get sunrise (very bright and warm).
  • Stayed: May 2012, travelled as a couple
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Thank Nor-Cal_Chic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonWaikiki, Guest Experience Team at Sheraton Waikiki, responded to this reviewResponded 25 May 2012

Aloha and mahalo for your wonderful review of our resort. We are thrilled you enjoyed your stay with us. Sipping Mai Tais at the infinity pool sounds like an ideal way to spend a day or five:) Mahalo again and we look forward to welcoming you back on your next Hawaiian adventure.
Mahalo nui loa,
Sheraton Waikiki Guest Experience Team

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Reviewed 22 May 2012

I have mixed feelings about the Sheraton Waikiki.

First, the good:

1. The location is very central- right alongside the beach, close to good eating options like Roys and Nobu.
2. The views are spectacular. We had an ocean view room and the view was brilliant.
3. The infinity pool- a wonderful relaxing area. Free of children... Although the main pool is great for kids.
4. Service is very good. We arrived quite early- before noon and had no problems checking in. Similarly the service in the pool area, bar and restaurant was very good.

Now, the not so good:

1. The first room we had been given had a large wet patch on the carpet. We assumed it was something the cleaners had cleaned up and that it would dry. It didn't and after the first night we asked for a new room. This was handled in a friendly and efficient manner, but I do wonder why we were put in that room to begin with given the obvious issue.
2. The rooms themselves are fairly unimpressive. We had a standard king- it was spacious enough, but only average size. The beds and pillows were too soft for my taste. The tv channel offerings are pretty ordinary.
3. One very irritating thing is that the bottom sheets on the beds are too small, meaning they ride up at the bottom. This might seem churlish, but it is surprisingly uncomfortable. We complained once to reception, but nothing changed so I assume it is standard.
4. The buffet breakfast is pretty average. Omlettes were okay, but overall not enough choice or rotating dishes. After 6 days I was well and truly sick of it!

So a mixed bag overall. It is a huge place, which is worth noting. I have to say for the price the rooms are a little disappointing. The pool areas are great, and the location and views spectacular. I imagine for families with children this place would be great. For couples I would advise looking around for something a bit smaller.

Room Tip: Ocean view rooms overlooking the infinity pool are quieter than those facing the main pool. The noise from the main pool is significant. The view over the main pool is of the beach, whereas over the infinity pool looks over the wider ocean. Both are great.
  • Stayed: May 2012, travelled as a couple
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Thank mj316
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonWaikiki, Guest Experience Team at Sheraton Waikiki, responded to this reviewResponded 25 May 2012

Aloha and mahalo for your recent review of our resort. We are very pleased you enjoyed the service, location, views and pool areas during your stay. We apologize for the inconvenience with your original room and the sheets, we will investigate both with the housekeeping team. We truly appreciate you sharing your experience with us and we look forward to welcoming you back on your next Hawaiian holiday.
Mahalo and a hui hou,
Sheraton Waikiki Guest Experience Team

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Reviewed 22 May 2012

We enjoyed staying at the Sheraton. You really cant beat the location. It was close to everything. You can walk to anywhere! Dinner at Nobu Waikiki, we just had to walk around the corner; like 3 minutes.
The rooms are okay. Ours was simple and spacious. We had the partial ocean view. Was a little saddened that we didn't get the complimentary upgrade during out 4-night stay, even though we are Starwood GOLD members. (They said had we stayed for a shorter length of time, we would have the free upgrade, being the gold memebers) ugh. okay?! who goes to waikiki and stay for 2 nights?!
Pools are beautiful! the kiddy pool is beautiful and massive. But even during the hottest hours of the day, it was COLD for my 5 year old. We went in mid Feb, and I felt bad for all the kids including mine, they loved the pool, but couldn't stay in there long, because the water was just too cold. :( I really wished it was heated or something. ALSO, maybe because where the kiddy pool is located, but i also notice that it is extremely WINDY as well. So parents, keep this in mind!
The infinity pool is a lot warmer and isn't windy at all. (adults only though)
Free lei making class is daily, and it is very nice.
Staffs are friendly and nice enough.
Sheraton Waikiki is very very crowded. There are a lot of Japanese tourists here; most are young couples with kids. Come here and be prepared to see lots and lots of kids!
Overall, it was a pleasant stay. I would recommend this hotel because of the affordable price and for the great location!

  • Stayed: February 2012, travelled with family
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2  Thank nucRanchoCucamonga
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonWaikiki, Guest Experience Team at Sheraton Waikiki, responded to this reviewResponded 25 May 2012

Aloha and mahalo for your recent review of our resort. We are very excited you enjoyed your stay with us and we appreciate your loyalty as a Gold Member. We apologize for not being able to provide you a complimentary upgrade, we are happy to upgrade as long as we have the room available for the entire length of your stay, before your next stay contact us directly and we will check on the availability for you. We actually have a heating system for our pools, but we will check to make sure everything is working and the pools maintain a good temperature (especially Helumoa playground) the kids pool where the wind can cool you off quickly. Thank you again for your comments and we look forward to welcoming you back soon.
Mahalo nui loa,
Sheraton Waikiki Guest Experience Team
email: 377GuestExperienceTeam@Sheraton.com

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Reviewed 22 May 2012

We paid for the upgrade to the oceanview room and loved just sitting on the lanai watching all the action on Waikiki. On our last day, we rented chairs in the infinity pool which were reasonable priced. We had a great time sipping smoothies and Mai Tais in the pool after we enjoyed a morning of paddleboarding and surfing. IAlthough the hotel itself did not really have a beach, simply walking down the stairs to the left of the pool area took us to the beach and all the water sports.

Room Tip: Oceanview...and higher is not necessarily better...
  • Stayed: May 2012, travelled as a couple
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1  Thank Mamthgrl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonWaikiki, Guest Experience Team at Sheraton Waikiki, responded to this reviewResponded 25 May 2012

Aloha and mahalo for your fantastic review of our resort. We are thrilled you enjoyed your stay with us. We look forward to welcoming you back soon.
Thank you again and a hui hou,
Sheraton Waikiki Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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