Moana Surfrider, A Westin Resort & Spa, Waikiki Beach

The property is in a great location with beach access. We had 2 rooms- one in the tower with ocean view and the other in the general area of the hotel. The tower room (19th floor) was just remodeled, and they did a great job, not to mention the views are stunning! The second room was very tight to the point opening a door impeded egress between the bed and door. The pool are is overly crowded- too many guests and not enough chairs & pool space. If you like to relax in the pool, this may not be the property for you. The outside restaurant and bar ( near the pool) is a nice touch with okay food. The staff is absolutely outstanding! From the third party managing the pool to hotel staff, all very pleasant and service oriented.

A hotel used to tourists with island attitude. The room was small, the carpet worn, there are termites, and fees for EVERYTHING. $100.00 beach lounger which needed a reservation, $50.00 for a late checkout that gave you 3 hours, the list goes on. Like some of the other reviewers - I thought this was a Westin so it would be nice. Sadly was very underwhelmed. So much accumulated dust behind the nightstands which I had to get to since someone unplugged the clock. Gross. When these issues were brought up, one gets just a shrug. Going back to the Royal Hawaiian next time.

We stayed at the Moana Surfrider for three nights. I loved that our room was a close walk to the beach. I also liked that we got upgraded to a newer room with queen beds instead double beds and a bathtub in stress of a shower only. We even had a partial view of the ocean. I wish the pool was bigger. I would stay here again.

I picked the cheapest wing of the three (Diamond Wing), thinking: “It’s a Westin, it’ll be nice anyway, plus we’ll be out all day”. Boy, was I wrong. The room is really bad - not a product Westin / Marriott should be selling. The furniture is old and dented; the wallpaper is peeling off, there are stains on the doors, walls, everywhere. See photos. The bathroom is tiny; the main room, too, but it’s really the age and finishes that make it so bad. Same to be said about the hallways. I know renovations are planned, but this is no excuse: they should not have let this wing degrade so much and still have the nerve to sell it. In addition, the hotel has no room service. A Westin resort has no in-room dining. Astonishing. Everything else is great. $500/night.

To Whom It May Concern, I am writing to formally express my deep dissatisfaction and concern regarding the distressing experience my children and I endured at the Moana Surfrider, A Westin Resort. What was meant to be a relaxing and memorable stay quickly turned into a nightmare due to gross mismanagement, lack of financial understanding, and unacceptable behavior by hotel staff — particularly from a manager named Zach Hiatt. Despite having ample funds secured through the authorization hold process (almost $6,000 for a $4200 bill), I was shocked to discover that the hotel had attempted to place an additional, unauthorized hold exceeding $2,000. Even more troubling was the complete lack of understanding displayed by the hotel staff regarding how these holds function. Instead of resolving the issue professionally, we were locked out of our room before our scheduled departure, with our belongings effectively held hostage. To escalate matters further, Mr. Hiatt falsely accused me of attempting to "steal" from the hotel, chasing my daughters and me out to the valet area in a humiliating and defamatory scene — all while we were rushing to catch our flight. This conduct is beyond unacceptable, especially considering I did not owe the hotel a single cent. In fact, it was the hotel that owed me money back due to the excessive and improper authorization holds. Earlier in the day, I had attempted to clarify the billing situation and requested assistance from the hotel’s finance/accounting department — only to be ignored. It was only after contacting Marriott Bonvoy corporate directly that the situation was finally explained correctly — by someone not on property. Unfortunately, by that point, the damage to our experience had already been done. To summarize: $6,000 was authorized on my card, yet the hotel tried to charge me over $4,000 more without explanation. My family was locked out of our room before our confirmed checkout. Our possessions were essentially held hostage. I was publicly and falsely accused of theft by a manager. Despite my efforts to resolve the situation proactively, no one from the hotel finance department followed up. This level of incompetence, aggression, and unprofessionalism is shocking — especially from a property under the Marriott brand. I expect a full investigation into this matter, a written apology, and a refund of any improperly held or charged funds. This experience was traumatizing and completely unacceptable.