Moana Surfrider, A Westin Resort & Spa, Waikiki Beach

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.

Absolutely terrible experience. Stayed at this hotel from June 4–9, and my Chanel bag was stolen straight from my room. No forced entry, which strongly suggests it was an inside job by staff. Management was completely useless and dismissive. I filed a claim , and their so-called “insurance” denied my claim. No accountability, no compensation, no help. I trusted this place with my belongings and ended up losing thousands of dollars. Avoid this hotel at all costs—you’re not safe, and your valuables definitely aren’t. I’ve never felt so violated or disrespected as a guest. Don’t be fooled by the appearance—this place is a security and customer service nightmare. One star is too generous.

We are staying here right now. Already had to move rooms once because the carpets were wet. No idea why and no explanation was given. Our next room the carpets were still damp but we were exhausted so dealt w it. Tried to inquire again about what nice rooms are available as so far the rooms in the old part of the hotel are damp, smelly, and extremely noisy. The staff is only helpful in the sense that they do their jobs but I wouldn’t say that they are overly helpful in a sense that they want you to enjoy your time here. Offers of paying several hundred more per night were mentioned but no idea what that gets you. The room is quite expensive already being on the beach. Im not sure I’ve ever had a room as small as this. It’s a queen ocean view and there is barely enough room for the bed and two people. Not much else. And we don’t even have a lot of luggage. The noise is also a huge problem. The windows are single pane and sound as if they’re open even tho they are not. While we do have an ocean view that’s a huge negative as the noise from people just talking is enough to keep you up. Much less when the beach fills up and kids are screaming, etc. There’s also music during the day and evenings so the room doesn’t really get quite much before midnight. Don’t plan on napping here. Suffice to say we are not happy with our choice and at this price point expected much much higher.

Very beautiful hotel and beach bar area. The rocking chairs are a nice touch - when you can actually find an open one. The room was average size, but our lanai in the diamond wing was huge! Very comfortable furniture and an amazing view. The staff was very nice and the food was very good at the beach/pool bar. Unfortunately, the hotel is under construction, and the signage to find the registration area is non existent. Very frustrating to have to hunt down the registration desk after a long flight. While our balcony was terrific, it was filthy. There were dirty kleenexes on the floor and the furniture was dirty, which was not appealing. Housekeeping definitely needs to get some better training. The music entertainment in the lobby in the evening was really good and the location is perfect. You can walk to so much-restaurants, shopping, other hotels. If you want to get a chair by the pool - good luck. If you aren't out there very early, you have to troll around and wait for someone to leave. But, like many pools, sadly, people drop a towel and disappear for hours, which is so rude. Or, you can pay alot to sit on a chair in a small, sandy area, or pay even more for a cabana - but those were full everyday, so that wasn't an option. The pool area is not very spacious, so not alot of space for more chairs. The pool is just ok, a rectangle, nothing special. While there, it was full of unsupervised kids yelling and jumping in from the sides repeatedly. The staff never stepped in at all. I only got kicked and hit by one of them once, which wasn't bad, considering....the parents were close by but did nothing. The bell staff was great and very helpful getting taxis for us. I might stay there again just because of the location, but for the price, I would expect all of the room's areas to be very clean, for the pool staff to ensure all guests were able to enjoy the pool and for enough pool chairs for the guests who would like to enjoy the sunshine.