from Phoenix, Arizona
Submitted on 01-14-2017
Since there were 5 of us going to Honolulu for a week long partners meeting, we were looking for something that would give us room to spread out. We looked at renting a house, but couldn't find one w/o stairs available on our dates. Then talked to both this hotel as well as the Outrigger across the street about multi-bedroom suite options & this hotel's 3 bedroom suite seemed our best bet, so we went with it. For what we paid, however, the hotel did not live up to its reputation. It's very n...
Since there were 5 of us going to Honolulu for a week long partners meeting, we were looking for something that would give us room to spread out. We looked at renting a house, but couldn't find one w/o stairs available on our dates. Then talked to both this hotel as well as the Outrigger across the street about multi-bedroom suite options & this hotel's 3 bedroom suite seemed our best bet, so we went with it. For what we paid, however, the hotel did not live up to its reputation. It's very nice & the staff certainly are wonderful, but there were too many little things that added up to a way over-priced stay. BTW-it's also important to note that this is one of those properties that is paying Donald Trump for the use of his name; despite what he has claimed publicly, he does NOT 'own' it.
Upon arrival the guest is greeted by staff with a lei (my first, after all my trips to Honolulu) of either yellow shells (women) or kukui nuts (men) & then escorted up to the lobby check-in which is actually on the 6th floor. Bags were delivered promptly by staff, though just placed inside the door vs. into the bedroom-bellman clearly wanted a tip, but sorry pal-if I have to shlep them into the bedroom, the tip stays in my pocket.
We were on the 30th floor, so very little road noise, unless we had the doors or windows open. Very little noise from the hall, either, but that could be because we were at the end of the hall & our entry way served as a buffer.
Beds were a huge disappointment-beds at a Marriott or Renaissance or even across the street at the Embassy Suites are much better, in our opinion. To their credit, staff did actually switch out the mattress' in 2 of the rooms (albeit the wrong mattress in one of the rooms, but that's a different issue), but still a disappointment & still very uncomfortable.
Bathrooms are lovely, but as others have pointed out, showers lack doors/curtains which means water does go everywhere. Interestingly, not a single towel rack or hook in sight (other than one over the toilet for a hand towel), though there is certainly room for it. Wonderful, giant (huuuge, as someone would say!) bath sheets, but ended up hanging it over the bathroom door as there was nowhere else to hang it. Shower head & caddy are very nice, but definitely aimed at someone verrrrry tall & this from a person who is 5'7. Hotel branded toiletries are clearly geared towards men-took one whiff & closed the bottle back up; made me glad I had brought my own things! Tubs looks very inviting, but since none of us were 12 years old, or had the agility of a 12 year old, we didn't attempt to use them, especially since there were no grab bars or step stool to get in/out of them anywhere. Same w/the showers-not a single grab bar in sight which is a problem for anyone w/even the slightest mobility or balance issue.
Upon arrival we discovered that the AC for the suite wasn't working properly-had several hotel engineers up multiple times & eventually they got it straightened out. However, while closing the drapes in the living room, to help keep the sun out, discovered a very large tear in one of the shears. Showed it to the housekeeping supervisor who came up to check on things & while she said she'd have it replaced the next day, it was still there a week later when we left. Very surprising, not a single ceiling fan in the place & this is Honolulu where there are ceiling fans just about everywhere! Would have certainly helped w/air circulation. Coffee pot provided didn't work well w/the coffee packets provided-hotel staff promptly switched it out for another, albeit noisier, model that we were able to make work. Fixtures & fittings in the kitchen very nice, otherwise-certainly higher caliber than one would expect to find in a hotel, at least for the cutlery, dishes were Corel ware, which was also surprising.
Since there were only 3 beds in the suite, we ended up asking for a rollaway for one of our party. Noisiest mattress we have ever heard! Not sure what it's made of, but there has to be something better out there!
Housekeeping comes twice/day, including turn down service at night (no chocolates, though, unlike several Westin's I have been in). They are absolutely wonderful people-can't say enough good things about them!
Pool is verrrrrry small &, as others have noted, easily over-run due to the size. Hot tub is actually surprisingly large or maybe just looks that way next to the small pool.
Wifi, while complimentary, is verrrrrry sloooooow & very annoying in that every device has to be reconnected every time you return to the hotel or wake up the device-and I thought Hilton's wifi was bad!
Did go to the spa for a massage (see commentary above re: poor beds-perhaps it's intentional to drive business to the spa?) & would absolutely go back, even if not staying at this property.
Would we come back? For the service, absolutely, & for the location, absolutely, but not sure about the rest, especially the beds. We are just not willing to spend that kind of money & not be able to get a good night's sleep, especially when there are other options available.