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Maddie
Tasmania, Australia

Mailani Tower

3.0 of 5 bubblesReviewed 6 Sept 2019via mobile
If you decide to stay at The Royal Hawaiian my suggestion is spend a lil extra to be in the Mailani Tower. The views are breathtaking and location is unbeatable. However when I booked the hotel in April I selected an early checkin request for 8 am and in the month before, I also emailed to confirm if the request would be met because I knew we’d be exhausted after a 10 hour flight. We arrived at the hotel around about 7.30 am and at the reception desk, the lady proceeded to tell us how early we were so I made mention I had made an early checkin request. She then very patronising said you can request all you like doesn’t mean it’s going to be fulfilled and said she will see what she can do. Why offer this option on your website if you’re just going to be rude when a tourists asks about their request? Luckily she “found” a room that was available and once she realised I was a Marriott Bonvoy member she changed her tune and was kinder. Overall I felt like the customer service was shocking for our first initial interaction with someone in Hawaii. The room was great though and clean. We also had read online about being able to use the Sheraton’s pool, so we went to concierge to ask directions and the first thing he said to us was you can’t use their infinity pool and all pools close at 6pm. We then found our on way to the Sheraton’s pool and what do you know, their pool is open till 8pm. Definitely think staff need further training on customer experience and just being overall friendly to their customers.
Date of stay: September 2019
Trip type: Travelled as a couple
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MarriottWaikiki2, Guest Experience Team at The Royal Hawaiian, a Luxury Collection Resort, Waikiki, responded to this review
Responded 6 Sept 2019
Aloha maddiejyou,

Thank you for sharing your experience with us at The Royal Hawaiian, a Luxury Collection Resort. Upon reviewing your comments, we completely understand your disappointing regarding both, the way in which the early check-in request option was placed, as well as the overall service from our staff.

As you have noted, we do offer the option for guests to indicate any check-in or special requests upon availability, however due to occupancy and other conditions, there are times that we are unable to guarantee the requests. We will be sure to look into clarifying this on our website to mitigate any confusion in the future.

The service you received from our staff should have been handled in a much more professional manner. We apologize that you had to endure this type of service level from our hotel - both during check-in and when you asked our concierge about the Helumoa Pool. I completely understand your disappointment in the way that your questions were answered, and will be sure both instances are reviewed with our team to ensure proper re-training is done.

We thank you again for your thoughtful feedback, and are happy that regardless of some of the service-related issues, your room in Mailani Tower was great and had a nice view. If you choose to stay with us again in the future, we hope you will have a much different experience.

Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 7 September 2019

I was surprised to read a recent poor review for the Royal - and then I saw it was based on that person's treatment regarding the booking process and fees charged up front - not actually staying there. They ended up in Ko Olina, which is not our preference anyway. We're devoted fans of Waikiki and all it has to offer, especially the Royal Hawaiian Resort. We hardly left the resort because their location, comfort, service and amenities were everything we hoped for.
I toured the rooms last January, prior to booking our September stay. Definitely recommend the Mailani Tower rooms, complete with spectacular views above the adult only swimming pool and Jacuzzi. One of the amenities the resort fee covers was the complimentary breakfast and happy hour they provide each day for the Mailani tower guests. Although labeled a continental breakfast, its more. They offer scrambled eggs, bagels and breads, fruit and yogurt, oatmeal, Portuguese sausages, miso soup, espresso, coffee, tea, juices and if you ask...mimosas. Not all are offered on the same day but plenty of choices.
Free Happy hour consists of wine, beer, sparkling wine, salads, salami plate, some nights even rice with curry or another heart appetizer the chef has chosen.
We did make use of the Marriott Bonvoy member 35% discount on all food (not alcohol, and not Azure restaurant). The Mai Tai Bar is the best beach bar on the strip. The food there was excellent for lunch or happy hour (Caesar salad with grilled shrimp, Margherita pizza, fish and chips) . Ate at the Surf restaurant for breakfast one morning and found it was excellent too (Kailua Pork hash with poached egg and hollandaise sauce, French toast, smoothies).
The resort fee also covers lounge chairs and umbrellas poolside. Spent one day just lounging on those and being waited on for drinks and lunch, what a treat! A private company offers beach chair/umbrella rental for $40 per day, and the Royal offers the pink umbrella with 2 chairs on the beach for $40 (reserve in advance) all day as well. You get waitress service thru the Royal rentals, not the beach company rentals.
Beds were the most comfortable we've experienced. Rooms so quiet that you'd never know a neighbor exists. Rooms chilled perfectly and quietly, spectacular views with nice furniture on each balcony or wrap around balcony, perfect for a nap. Resort fee also covers the use of their robes and complimentary slippers, large size lotions, shampoos, vanity items, hairdryer and complimentary bottled water in rooms daily. Loved the bidet toilets and modern bathrooms tiled in turquoise blue/green/royal blue glass mini tiles.
There is a Royal Hawaiian mall behind the hotel if you want to walk around in a cooler atmosphere than the busy street it lines. You'll find top quality tiny shops and food places within.
The friendly valet and bell desk gave us a few tips for fabulous dining places, the staff around the halls were always cheerful and greeted you instantly.
The only drawback is when initially checking into the tower it can take about 20 minutes when busy. Only 1 staff person or 2 maximum are there.
They made a mistake in the room I requested (wrong side of tower) and was able to get the front desk Manager (Len) to help straighten that out within 2 hours! They really do their best to provide individual service to each and every guest.
We've decided this is it! No longer staying anywhere in Waikiki except the pink place - The Royal Hawaiian. The guests staying at the Royal seemed to be mostly adults, very polite, a few families with well behaved toddlers and a couple of wedding parties. Just keep an eye out for special offers that appear (if you book months in advance) and save some money that way. You're sure to understand why they charge a resort fee once you've stayed her and believe me, you'll think its worth it too!

Room tip: Mailani Tower rooms all have excellent ocean views. Rooms on Diamond Head SIDE of tower (not Diamond Head view) floor 5 and above are best.
Date of stay: September 2019
    • Sleep Quality
    • Cleanliness
    • Service
6  Thank LiliB92672
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 September 2019

I’m not sure why this property is managed this way given that they are trying to posture themselves as 5 stars but I will ultimately cancel my reservation and go to the Four Seasons Ko Olina instead.

Long story short, I booked through Marriott directly given that I am a long standing dedicated customer with status. When I found out that I would have some hotel perks if I book through concierge ( especially FHR) I was close to rebooking the reservation entirely. The hotel offered a member benefit rate that offered some % F&B concessions so in the end, I decided to just stick with it and pay for the small upgrade even though it was still worse than the AMEX offer. After I confirmed that same day, I received an email back from staff that the rate has now gone up, by a whopping $7/day, and they wanted to know if I would confirm. I was honestly shocked that we were in the business of nickel and diming your loyal customers, especially when it was essentially a same day communication. In the end, I already had some reservation about this hotel which charges some resort fees (Four Seasons doesn’t) and also a separate $40 umbrella fee (Four Seasons doesn’t, but also - what is the resort fee if not this?) so in the end, it confirmed my suspicion that this hotel was not going to make our stay easy. They even knew it was for a special occasion where we would be dining at the hotel frequently + spas, and I couldn’t believe the hotel would risk $7/day - I thought it was a joke at first. But really the principle was foul and I wish someone from management would explain how they think this “we follow protocol” is a good idea. So now you’ve been warned! Come here for the fact that it has prime location but don’t be fooled in expecting anything beyond that because this place is corporate in its execution.

I am changing my reservation to Four Seasons as we speak. Also - did I tell you already that they don’t charge umbrella fees and a resort fee? That’s real hospitality.

Date of stay: September 2019
Trip type: Travelled as a couple
5  Thank mreperson27
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MarriottWaikiki2, Guest Experience Team at The Royal Hawaiian, a Luxury Collection Resort, Waikiki, responded to this reviewResponded 7 September 2019

Aloha mreperson27,

Thank you for sharing your experience with us at The Royal Hawaiian, a Luxury Collection Resort. Upon reviewing your feedback, we truly regret to hear that your reservation process with us was a frustrating one. Regarding the rate change of the room, we are very sorry for this inconvenience. Unfortunately, with member benefit rate offers, unless a credit card has been placed for confirmation, rates and availability are subject to change at any time.

We understand your disappointment, and truly apologize that we were unable to create a more positive experience for you during a time that you were celebrating such a special occasion.

We thank you for your honest comments, and hope that Four Seasons Ko Olina provides a vacation experience that better meets your expectations.

Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2019 via mobile

What a wonderful hotel, always breathtaking. Staff are super responsive and accommodating. Super fast room service and caring front desk manager. Love the tiki torches at night, vintage-chic building and the grand pink driveway. The kids spend all day at the awesome rock pool over looking the best view of Diamond head in Waikiki beach. 3rd trip this time and we’ll be back... thank you amazing Royal Hawaiian!

Date of stay: September 2019
2  Thank calfp
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MarriottWaikiki2, Guest Experience Team at The Royal Hawaiian, a Luxury Collection Resort, Waikiki, responded to this reviewResponded 21 October 2019

Aloha calfp,

Thank you for choosing to stay at The Royal Hawaiian, a Luxury Collection Resort. We are thrilled to hear that our staff took such great care of you, and provided a memorable experience during your recent stay with us.

We can't wait to welcome you back for stay #4!

Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 September 2019

FANTASTIC!! Hotel is very well maintained, staff is super helpful and friendly, location can not be beat. Rooms are a bit on the smaller side, so if you're a large family consider this. Nearby shopping is terrific, food options plentiful. View of the Waikiki Beach area is a postcard! We're so happy we stayed here and would definitely stay here again!

Room tip: Ocean View, but prepare to hear the music at Mai Tai bar for a bit at night
Date of stay: August 2019
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank Chucks-World
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MarriottWaikiki2, Guest Experience Team at The Royal Hawaiian, a Luxury Collection Resort, Waikiki, responded to this reviewResponded 21 October 2019

Aloha Chucks-World,

Thank you for choosing to stay at The Royal Hawaiian, a Luxury Collection Resort. We are thrilled that your stay with us was a memorable one, and that the condition of the property, the staff service, and location all met your expectations.

We look forward to welcoming you back again in the future!

Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 September 2019

I had never been to a luau before despite being in Honolulu many times . Just not tempted. And I wasn't really tempted this time either. But this one was good. Well worth going to. Lovely evening, outside, with the sound of waves... Sound good? Well the entertainment matched that delightful scene as did the buffet food.
Then listen to the story of Honolulu told by dances and song - and a pretty cool storyteller. An excellent Hawaiian experience and I would be tempted again!
Oh, get a tattoo... See what the real thing might look like!

Date of stay: August 2019
2  Thank briancC3404NF
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MarriottWaikiki2, Guest Experience Team at The Royal Hawaiian, a Luxury Collection Resort, Waikiki, responded to this reviewResponded 21 October 2019

Aloha Brian C,

Thank you for sharing your experience with us at The Royal Hawaiian, a Luxury Collection Resort. We are delighted to hear that our oceanfront Aha Aina Luau Show exceeded your expectations. From the cuisine to the entertainment to views - we are very proud of the premium experience that we are able to offer to our guests and anyone looking for a memorable luau experience, so we very much appreciate your comments.

We hope to welcome you back again to experience a stay at our property, or to dine at one of our dining outlets, which includes our oceanfront Azure Restaurant, specializing in local seafood dishes, and the Mai Tai Bar - where the mai tai cocktail was perfected.

Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team

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