I recently stayed at this hotel in the Penthouse and, overall, had a pleasant stay. However, there were several areas where the guest experience could be improved.
Pros:
* The location is convenient, with Waikiki Beach approximately a 15-minute walk away.
* There are plenty of restaurants within walking distance, although I would recommend making reservations in advance as many are very popular.
* There are numerous ABC Stores nearby, making it easy to pick up snacks, drinks, souvenirs, and other essentials.
* A special mention goes to Ralph, who was outstanding throughout our stay. He was friendly, approachable, and always happy to help with any questions or recommendations. He quickly became our go-to person whenever we needed assistance and is a real credit to the hotel.
Cons:
* Upon arrival, we were not offered the welcome drink that other guests appeared to receive. We checked in shortly after 3:00 pm, yet we saw guests arriving at around 9:30 pm the previous evening being offered welcome drinks. It was disappointing that this was not provided consistently.
* We were never informed that the hotel offers complimentary beach umbrellas and chairs on a first come, first served basis. We ended up purchasing our own before accidentally overhearing another member of staff explain this benefit during another guest’s check-in.
* Similarly, we only discovered that the hotel offers a complimentary walking tour after overhearing a different staff member mention it to another guest. It would have been helpful if all guests were informed about the activities and amenities available during check-in.
* We booked the Penthouse expecting to fully enjoy the advertised 90-degree views. While the views themselves were excellent, the balcony was much smaller than expected and not really large enough to comfortably sit and enjoy them.
* The bathroom, particularly the bathtub, felt dated and would benefit from refurbishment.
* The room itself is showing its age and could do with a modern refresh.
* The breakfast room is exceptionally small considering the number of guests staying at the hotel. During busy periods it becomes crowded and difficult to find seating.
* One morning, a guest was allowed to bring a dog into the enclosed, air-conditioned breakfast room. To my understanding, this is not permitted under Hawaii law unless the animal is a legitimate service animal, and it made the dining experience uncomfortable.
* The Skyline floor cannot be accessed using the elevator on the far left, which was inconvenient and not clearly explained.
* At check-in, a $200 deposit was authorised along with an additional hold on my credit card. This extra charge was never explained by staff, and I only became aware of it after reviewing my credit card statement. Greater transparency regarding incidental holds would have been appreciated.
Overall, the hotel is in a good location with helpful staff, especially Ralph, and provides a comfortable base for exploring Waikiki. However, there were several inconsistencies in communication and a number of facilities that would benefit from updating. Better communication during check-in about available amenities, clearer explanations of credit card holds, and refurbishment of the rooms would significantly improve the overall guest experience.
