We chose to spend out last 2 days on Oahu at the Marriott Waikiki Resort following 6 excellent days at another resort in Ko Olina so that our teenagers (18, 17, 17, 13) could see a different side of Hawaii with the Waikiki experience.

The Marriott was a complete disappointment in terms of service at every level. As a frequent traveler with Marriott (Titanium Elite) I was able to book 2 ocean front rooms on points. From the moment we stepped on property this hotel and staff completely lacked the “Aloha” experience we had over the previous 6 days on island.

We pulled up in the loop to check in. After waiting for several minutes in the loop we didnt see any staff so I entered the hotel to check in with my family in the car. While there were only 2 people in line ahead of me it took 20 Minutes to get to an front desk attendant. During that time my family was yelled at by the valet staff for having my car in the entrance loop. Keep in mind there were no staff and signage what so ever. The valet told my wife to move the car immediately with no instructions or guidance of where to park.

I had checked in online and was told our rooms were ready. When I finally got to the check in my credit card needed to be updated as the expiration date had changed. After 5+ minutes of the attendant not knowing what to do, I asked him if he could simply re-run the card. He disappeared for 10 minute and came back saying he needed a managers help. After another 5 minutes of him standing and waiting on a supervisor, I had to track someone down to assist him to re-run the card as expected. As a Titanium member I am entitled to a free breakfast. He asked me which room I would like the breakfast on and I told him 2 on each room. He rudely replied “why would I give you 1 on each room when you are only checking in once?” I asked him if I check in separately for each room would I get breakfast on each room and he said “yes but you are not checking in separately.” At this point the line behind me had grown to 10-15 people so I let it go.

The poor service continued with individuals in the bell service, concierge desk, and restaurant staff. The breakfast staff was rushed to say the least. They sat us with not welcoming. I confirmed that this was the “free” breakfast. After not being treated for several minutes I asked a waitress if we were supposed to help ourselves to the buffet and was told yes. Half way through breakfast we were offered juice and coffee. When I asked to for the bill so that I could tip the waitress I was informed that our “free” breakfast was $50+ as we had scrambled eggs and bacon from the buffet.

This is my first and absolute LAST time I wil ever stay at this hotel. The property is fine but the thought that this is a “higher end” Marriott is an absolute joke relating to service level. Very disappointed in Marriott and their staff. Not what I have come to expect and not what I would expect spending 300,000+ points on a 2 night stay for 2 rooms.

We just returned from a week at Waikiki Beach Marriott Resort and Spa and it was amazing! The staff was all very nice, and the property was beautiful. We have been trying to go to Hawaii since December 2019 and Covid had canceled every prior to this but we finally made it. At check in the front desk attendant was awesome and upgraded us to an ocean front room. With the package we booked we received a $200 dining credit at the Kuhio Grill and Queensbreak as well as a one-day cabana rental. We never tried the breakfast buffet at Kuhio ($43 is a little steep for breakfast per person) but we loved Queensbreak. Food is a little more expensive all over the island, but we loved Queensbreak for its convenience. The cabana rental was great for a lazy day by the pool. Others have complained about the elevators, but we never had a problem. Other reviews have also complained about the beach right across the street with the walls but just on either side are open beaches. If you have small children the walled beaches are calm and shallow, perfect for the littles. If you are on the fence about booking this hotel - do it!! My husband is not a crowds person and I was concerned that he would not enjoy the total touristy-ness of Waikiki but he loved it. We only rented a car for one day as parking is pretty pricey but there is public transportation available and a cab service that works directly with the resort. We had a great vacation, there was something for my husband and I as well as our 14-year-old daughter. Best vacation ever!!